How to Dispute an Incorrect Charge on Your Account

Spotting a charge on your bank statement that you don't recognise is an unsettling experience. Your first instinct might be to assume fraud, but in many cases, there's a simpler explanation. Either way, knowing how to investigate the charge and, if necessary, dispute it effectively can mean the difference between losing that money and getting it back in full.

Why It’s Important to Act Quickly

Banks and card providers usually allow only a limited timeframe to raise a dispute, often between 60 and 120 days from the transaction date. Acting quickly improves your chances of recovering your money and prevents further complications if the charge is fraudulent. It also helps preserve evidence such as emails, receipts, and transaction details that may be needed later.

This guide walks you through every step, from identifying the charge to resolving it through your bank if needed.

If you are dealing with a duplicate transaction specifically, read our guide on being charged twice on your bank account — what to do.

Step 1: Identify the Charge

Log into your bank account, credit card, or payment app and locate the transaction in question. Before drawing any conclusions, note down the following details:

• The exact amount charged
• The date the transaction was processed
• The merchant name exactly as it appears on your statement

That last point matters more than you might think. Many companies use a different trading name, a parent company name, or a third-party payment processor name on bank statements, meaning a charge you don't immediately recognise may actually be from a company you've dealt with recently. Search the merchant name online before assuming it's unauthorised. It's surprisingly common for a legitimate charge to look unfamiliar at first glance.

If the charge relates to a subscription renewal, read our guide on how to cancel a free trial before you get charged.

Step 2: Check Your Own Purchase History

Before taking any further action, do a quick audit of your recent activity. Search your email inbox for receipts or order confirmations that match the date and amount. Check whether you have any active subscriptions, particularly free trials that may have recently converted to a paid plan without a prominent notification. Look back at any apps or services you signed up for in the weeks leading up to the charge.

Also consider whether anyone else with legitimate access to your account, a family member or household member, may have made the purchase. This kind of oversight is more common than most people expect, and ruling it out saves you time before escalating unnecessarily.

Step 3: Contact the Merchant Directly

If you've identified the company responsible and believe the charge is an error, your first step should always be to contact their customer support team. Go directly to their official website to find the correct contact details, live chat, email, or phone. Do not use contact information from a third-party source or search result, as these can sometimes lead to scam numbers.

When you reach out, be clear and concise. State the transaction date, the exact amount, and why you believe the charge is incorrect. Ask directly for either a correction or a full refund. Many disputes are resolved at this stage without needing to involve your bank at all.

Keep a record of everything, who you spoke to, when, what was said, and any reference or case numbers you receive. This documentation becomes important if you need to escalate.

Step 4: Gather Your Evidence

If the merchant doesn't resolve the issue promptly, you'll need to be ready to escalate. Before contacting your bank, collect the following:

• A screenshot of the charge as it appears on your statement
• Any relevant emails, such as order confirmations, cancellation acknowledgements, or refund approvals
• A written record of your contact with the merchant, including their response or lack of one
• Any other account activity or documentation relevant to the dispute

Having everything organised in one place makes the process significantly smoother and improves your chances of a successful outcome.

Step 5: Raise a Formal Dispute with Your Bank or Card Provider

If the merchant has not resolved the issue within a reasonable timeframe, typically 7 to 10 business days, it's time to contact your bank or card provider and raise a formal dispute or chargeback claim. You can do this through several channels:

• Your bank's app or online banking platform
• Call the number printed on the back of your card
• Visiting a branch in person if you prefer face-to-face support

Your bank will open an investigation into the charge. You may be asked to complete a formal dispute form and submit the evidence you've gathered. Be thorough and accurate when completing any documentation. Most banks aim to resolve disputes within 30 to 45 days, though timelines can vary depending on the complexity of the case and the card network involved.

If the issue involves a missing order, see our guide on package marked delivered but never arrived.

Step 6: Follow Up Regularly

Don't submit your dispute and wait passively. Check in with your bank every 7 to 10 days and always reference your dispute or case number when you do. Ask for a status update and confirm whether any additional information is needed from you. Staying engaged with the process signals that you're serious about resolution and ensures your case doesn't stall.

If your bank rules in your favour, the disputed amount will be credited back to your account. Keep an eye on your statement to confirm when this happens.

Important Reminders Before You Begin

A few things to keep in mind throughout this process:

• Act within the time limit. Most banks impose a deadline for raising disputes, commonly between 60 and 120 days from the date of the transaction. The sooner you act, the better your chances of a full resolution.
• Always approach the merchant first. Banks expect you to have made a reasonable attempt to resolve the issue directly before a chargeback is raised.
• Be accurate and honest. When describing your dispute to your bank, only include facts you can verify. Providing false or exaggerated information in a chargeback claim is considered fraud and can have serious consequences.
• Treat truly unauthorised charges differently. If you believe someone accessed your account without your permission and made charges you had no knowledge of, report it to your bank immediately as potential fraud, not just a standard dispute. Your bank will likely freeze the affected card and launch a fraud investigation.

Final Thoughts

Incorrect charges are stressful, but they're also among the most resolvable financial issues you can encounter. Following these steps methodically and keeping clear records throughout gives you the strongest possible position to get your money back.

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