Unauthorized charge: what to do

Have this ready

• statement with the charge
• proof you did not authorize it (no account
• cancellation confirmation)

Steps for any company

1. Report it to your bank or card issuer at once. Liability limits depend on how fast you report.

2. Ask the merchant to reverse it. Get a reference number.

3. If it looks like fraud, also report it to the FTC.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (65)

Banks and credit card issuers

• Ally BankLock the debit card, then call Ally within 60 days of the statement.
• American ExpressCall Amex right away at 1-800-528-4800 (24/7).
• Bank of AmericaReport the card lost or stolen by phone at once; locking the card in the app is not enough.
• BMOLock the card and report it lost or stolen in BMO Digital Banking, or call.
• Capital OneLock the card, then report the charge online or by phone.
• ChaseCall the fraud line for the card at once, then confirm the dispute online.
• ChimeTurn off transactions in the app, contact Chime at once, and report errors within 60 days of the first statement that shows them.
• CitiCall the number on the back of the card at once.
• Citizens BankFreeze the card in the app, call at once, and dispute the charges.
• CurrentCall 1-888-851-1172 at once (it keeps your losses down), then confirm in writing within 10 business days if asked; report within 60 days of the first statement.
• DiscoverReport the card lost or stolen online or call 1-800-DISCOVER at once.
• Fifth Third BankReport the card lost or stolen at once by phone, in the app or in online banking (Card Management), then dispute the charges.
• Goldman Sachs Bank USA (Apple Card, Marcus)Lock the card in Wallet, contact an Apple Card Specialist, and request a replacement.
• Huntington BankCall at once; Huntington closes the compromised debit card and issues a new one.
• KeyBankLock the card in online or mobile banking (Manage Card), call the 24-hour lost or stolen card line, then dispute the charges.
• M&T BankReport the card lost or stolen at once (24/7 by phone, Online Banking or app); locking the card is not the same as reporting it.
• PNC BankCall PNC immediately and report the card lost or stolen in the app or Online Banking.
• Regions BankReport the card lost or stolen at once by phone, branch, Online Banking or the app, then dispute the posted charges.
• Santander BankCall at once; Santander gives separate lines for debit and ATM transactions and for unauthorized activity on any account.
• SoFiReport the debit card charge online with Report an issue (posted, up to 5 transactions, last 92 days) or by chat; SoFi deactivates the card and sends a new one.
• SynchronyReport it as fraud by phone and follow the Fraud Investigation Form process.
• TD BankCall the 24/7 line for the card type, and lock the card in online banking.
• TruistReport by phone (24/7) or online for debit cards.
• U.S. BankCall the card fraud line, lock the card, and report it lost or stolen online.
• USAATell USAA as soon as reasonably possible by phone, then dispute in writing.
• Varo BankCall Varo or use the app to report the transaction, then track the dispute in the app.
• Wells FargoCall the number on the back of the card at once.

Brokerages and crypto platforms

• Fidelity InvestmentsReport unauthorized trades or withdrawals by phone at once, then follow up in writing.

Credit unions

• BECUCall member support (or the after-hours card line), then sign the Written Statement of Unauthorized Debit.
• Navy Federal Credit UnionCall member services 24/7, then file the fraud claim online or by mail.
• PenFed Credit UnionCall Card Security at once; the dispute form cannot be used for unauthorized or fraudulent transactions.
• State Employees' Credit Union (SECU, North Carolina)Call Member Services Support (24/7) at once; report transfers you did not make within 60 days of the statement.

Event tickets and resale

• AXSReport an AXS charge you did not make to the card issuer at once, and tell the AXS helpline.
• EventbriteCheck the statement descriptor and your Eventbrite receipts; report a charge you did not make to the card issuer at once.
• SeatGeekIf no one in your household bought tickets, report the charge to SeatGeek support and to the card issuer, and secure the account.
• StubHubSecure the StubHub account, tell StubHub about the charge, and report it to the card issuer quickly.
• TicketmasterDispute an unknown Ticketmaster charge with the card issuer at once, and tell Fan Support; customers whose data was in Ticketmaster's data security incident were offered identity monitoring.

Payment apps and money transfer

• AffirmReport the unauthorized loan or purchase through Affirm's unauthorized activity form or Customer Care.
• AfterpayChange your password at once (it signs out all devices), then contact Afterpay straight away about orders you do not recognize.
• Apple CashCall Green Dot Bank's Apple Cash line at once, then put the error in writing; the deadline is 60 days.
• Cash AppReport it in the app or by phone at once, then confirm in writing within 10 business days if asked; errors are due within 60 days of the first statement.
• Google Pay and Google WalletCharges from Google go through Google's unauthorized transaction form; charges on a card in Google Wallet go to the card issuer; balance errors go to Google Payment Corp. within 60 days.
• KlarnaCheck whether someone in your household used your account, then report it in the app or to customer service and lock the account.
• PayPalReport the payment as unauthorized activity in the Resolution Center at once; send written notice for other errors within 60 days of the statement.
• VenmoTell Venmo at once through in-app chat or a dispute; send written notice for other errors within 60 days of the statement.
• WiseFreeze the card or account at once, report the transaction, and use the 120-day protection window.
• ZelleA Zelle payment someone made from your account without permission is reported to your bank or credit union, which handles the claim.

Retail and e-commerce

• AmazonMatch the charge to an order or subscription first; if it is fraud, report it to Amazon and to your card issuer.
• AppleLook up apple.com/bill charges in Report a Problem before you call it fraud.

Rideshare and delivery apps

• InstacartCheck for authorization holds and Instacart+ renewals first; if the charge still does not fit, contact Instacart, then the bank.

Streaming, software and other subscriptions

• AncestryA charge after cancelling usually means the cancellation did not complete, it was too close to renewal, a paused membership resumed, there is a second membership or account, or it is an early-cancellation fee.
• DropboxCard charges show as DROPBOX*(transaction ID). Look the transaction up to find the account email, then contact support or your card issuer.
• FuboTell Fubo first about a charge you did not make, a duplicate charge or a charge on a stolen card; have the charge date, amount and card details ready but give them only when asked.
• Google Play (subscriptions and in-app purchases)Report a Google Play charge that no one you know made within 120 days; request a refund for a family member's accidental purchase.
• HBO MaxCheck who charged you and whether a second account exists, then contact HBO Max or the app store.
• HelloFreshIf you think someone else used your account, tell HelloFresh at once by email or phone; the Terms make you responsible for activity on your account.
• LinkedInCheck purchase history first. LinkedIn lists an ended free trial, an active subscription, job post or ad, a bank authorization hold, or someone else using your card as common causes.
• McAfeeFirst check whether the "charge" is real. Fake McAfee renewal invoices are common; call no number in the message.
• NetflixContact Netflix at once if you never signed up or someone uses your payment information.
• Nintendo (Nintendo Switch Online and Nintendo eShop)Check the Nintendo Account purchase history first. If the charge is on your account and nobody you know made it, contact Nintendo and secure the account; dispute with the card issuer only if nobody you know could have made it.
• NortonFirst check whether the "charge" is real. Fake Norton renewal invoices are common; call no number in the message. A real Norton annual renewal can be refunded within 60 days.
• PlayStation (PlayStation Plus and PlayStation Store)Call PlayStation Support about unauthorized payments; only the account holder can discuss them.
• SpotifyCheck for an accidental sign-up or a family member using your card, then contact Spotify.
• TurboTaxAn unexpected TurboTax bank debit is often the Pay With My Refund backup debit. Check the fee emails first; pay early or ask for a one-time 21-day deferral before the debit date.
• YouTube (Premium, Music Premium and YouTube TV)Confirm the GOOGLE*YouTube charge and rule out family purchases, then file a claim within 120 days.