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First, check what it is

Most unfamiliar charges turn out to be recognizable once you see the detail.
  • Open Your charges and check the Description and Date. A charge is recorded under the retail seller you bought from, which may not be the trading name you remember.
  • Check Your transaction history for fees and adjustments, which are listed separately from purchases.

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If it is a question about what you bought

Contact the business you bought from first. They hold the goods, the warranty and the returns process — we service the account, and we cannot resolve a product problem for you. If that does not get you anywhere, open a request under Product or Service — see Opening a support request.

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If the charge is wrong

Raise it with us. Either call, or open a support request under Billing.

Contact us

Have the charge slip number or transaction Id if you have it.
What to have ready: the charge slip number or transaction Id, the date, the amount, and why you believe it is wrong. Anything you have from the seller — a receipt, an email, a cancellation confirmation — helps.

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What happens next

1

We log it

Your dispute becomes a support ticket you can see under Support Tickets.
2

We gather documentation

That may include checking with the business you bought from — purchase date, location, identification, the original contract, and any contact you have had with them.
3

It follows the process for your account type

Different products have different dispute rights and timeframes.
4

You get email updates

As the ticket progresses, and when it is resolved.
A dispute should get a final response within 7 business days. Some take longer — identity theft is investigated rather than answered and can run to 60 calendar days, and a complicated dispute can be extended. If yours is going to take longer, you should be told that and why.

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If you disagree with the outcome

Say so. You can dispute the resolution itself, in the portal or in writing, and it goes to someone other than whoever answered it the first time. We may tell you a dispute is a duplicate of one already decided, and close it on that basis. If that happens and you think it is wrong — because you have new information, or because it is not actually the same question — say that too. You can also take a complaint to a regulator instead of, or as well as, coming to us. See Licensing and NMLS.

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Keep paying while it is open

A dispute does not pause your payment obligation. Interest keeps accruing, a missed payment can still be reported, and if you have a promotional offer a missed payment can still end it early.If the dispute is resolved in your favor, the account is corrected. Stopping payment in the meantime creates a second problem alongside the first.

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If the account is not yours at all

That is not a dispute about a charge — it is an identity theft report, and it follows a different route. See Opening a support request.

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A different kind of dispute

If what you want to challenge is what a credit bureau is reporting about you, rather than a charge on your account, that goes to the bureau — see Your credit file.