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Consumer Finance
How to dispute a charge on your bank statement
Whether the charge is fraudulent, duplicated, or for goods you never received — here is exactly how to dispute it, what time limits apply, and what your bank is required to do.
Step 0: Identify the charge before disputing
Many unfamiliar charges are legitimate — they just appear under a parent company name, billing descriptor, or abbreviated merchant name. Before raising a dispute, look up the merchant name.
Common examples: "AMZN MKTP" = Amazon; "APPLECOM/BILL" = Apple subscription; "PAYPAL *MERCHANTNAME" = PayPal purchase. Our billing descriptor lookup and unknown charge explainer can identify most unfamiliar statement entries in seconds. Only raise a dispute if you genuinely cannot account for the charge.
Not sure what a charge is?
Look up billing descriptors, merchant aliases, and recurring subscription names before calling your bank. Most “unknown” charges are identifiable in under 30 seconds.
Types of charges you can dispute
Unauthorized transaction
A charge you did not make and did not authorize — typically fraud or card theft. Banks are legally required to refund these under most consumer protection laws if reported promptly.
Time limit: As soon as possible — UK: report within 13 months; US: 60 days from statement
Duplicate charge
The same transaction appears twice on your statement. Often a merchant processing error. Contact the merchant first — most resolve this within 3–5 business days.
Time limit: UK: 13 months; US: 60 days
Wrong amount charged
You were billed more than the price agreed at time of purchase. Requires proof of the original agreed amount (receipt, order confirmation).
Time limit: UK: 13 months; US: 60 days
Cancelled subscription still charging
A recurring charge continuing after you cancelled. Try the merchant first with your cancellation confirmation. Escalate to your bank if the merchant does not refund.
Time limit: UK: 13 months; US: 60 days
Goods or services not received
You paid for something that was never delivered or a service that was not provided. This is a 'Section 75' claim in the UK (for purchases over £100 on credit card) or a chargeback for debit cards.
Time limit: UK: 120 days from expected delivery; US: 60–120 days
Bank fee you believe is incorrect
An overdraft fee, foreign transaction fee, or service charge you believe was applied in error. Request a breakdown from your bank and challenge with reference to your account terms.
Time limit: Varies — raise as soon as you notice
How to dispute a charge: step by step
Try the merchant first
For most disputes (duplicate charges, wrong amounts, cancelled subscriptions), contacting the merchant directly is faster than a bank dispute. Email or call with your order reference. Document the conversation. If the merchant resolves it, no bank dispute is needed.
Gather your evidence
Collect the original receipt or order confirmation, any correspondence with the merchant, screenshots of the cancellation, or proof of delivery failure. The stronger your evidence, the faster the resolution.
Contact your bank
Use your bank's app, online banking dispute form, phone, or branch. For most UK banks: Lloyds, NatWest, Barclays, HSBC, Monzo, and Starling all have in-app dispute flows. In the US: contact your bank's fraud or disputes team directly.
State your case clearly
Provide: the date, amount, merchant name, and a clear reason for the dispute. Say whether you have tried to resolve it with the merchant. Be factual — do not guess or exaggerate. Banks investigate based on the exact information you provide.
Request a provisional refund
For unauthorized fraud, UK banks must provisionally refund you immediately while investigating. For other disputes, ask whether a provisional credit can be applied. This protects your cash flow during the investigation period.
Follow up
Note your dispute case reference number. Banks typically resolve disputes within 5–45 business days. If you hear nothing after 15 days, follow up. If the bank rejects your dispute and you believe they are wrong, you can escalate to the Financial Ombudsman (UK) or CFPB (US).
What to include in your dispute
Date of the disputed transaction
Amount charged
Merchant name as it appears on your statement
Reason for the dispute (fraud, duplicate, wrong amount, not received)
Any supporting evidence (receipts, cancellation confirmation, correspondence with merchant)
Whether you have already attempted to resolve it with the merchant
Time limits by country and dispute type
| Situation | UK | US |
|---|---|---|
| Unauthorized transaction (debit) | 13 months from transaction | 60 days from statement |
| Unauthorized transaction (credit card) | 13 months | 60 days (FCBA) |
| Goods not received / not as described | 120 days from expected delivery | 60–120 days from transaction |
| Duplicate charge | 13 months | 60 days |
| Wrong amount charged | 13 months | 60 days |
Time limits vary by bank, card network (Visa/Mastercard), and transaction type. Always report as early as possible — acting quickly strengthens your case.
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Common questions
How do I dispute a charge on my bank statement?
Contact your bank directly — via app, online banking, phone, or in branch. Provide the date, amount, and merchant name, along with the reason for the dispute. Your bank will open a dispute case and typically provisionally refund you while investigating. The process takes 5–45 business days depending on the dispute type and bank.
What is the time limit for disputing a bank charge?
In the UK, you generally have 13 months to report an unauthorized transaction to your bank. For chargebacks (goods not received, wrong amount), the limit is typically 120 days from the transaction date. In the US, the Electronic Fund Transfer Act gives you 60 days from the statement date for unauthorized transactions on debit cards; credit cards have 60 days under the Fair Credit Billing Act. Always act as quickly as possible.
Will my bank refund a disputed charge?
It depends on the dispute type. For genuine unauthorized fraud, UK banks are legally required to refund you unless they can prove you acted with gross negligence or fraud. For other disputes (duplicate charges, goods not received), the outcome depends on the evidence. Most legitimate disputes are resolved in the customer's favour — banks lose most chargeback cases.
What is the difference between a dispute and a chargeback?
A dispute is the process of telling your bank you believe a charge is wrong. A chargeback is the specific mechanism by which your bank reverses the payment and reclaims the funds from the merchant's bank. Not all disputes result in chargebacks — some are resolved directly between you and the merchant, or the bank may apply a different remedy.
Can I dispute a charge I authorized but am unhappy with?
Generally no. A dispute is for charges that are fraudulent, incorrect, or where goods/services were not delivered. If you authorized a payment for a product or service but are simply dissatisfied, the correct route is a complaint to the merchant — not a bank dispute. Abusing the dispute process (friendly fraud) can result in your account being flagged.
What if I don't recognize a charge on my statement?
First, look up the merchant name — many legitimate charges appear under unfamiliar billing descriptors. Amazon, Apple, Google, and subscription services often appear under a parent company name. Use our billing descriptor lookup to identify the charge before raising a dispute. If you still can't identify it and did not authorize it, report it to your bank immediately as a potentially fraudulent charge.
How long does a bank dispute take?
For simple unauthorized transaction disputes, resolution can be 3–5 business days. For chargeback disputes involving merchants, it typically takes 30–45 business days. Your bank may provisionally credit your account while the investigation runs. If the dispute is found in the merchant's favour, the provisional credit will be reversed.