Short answer: Review the statement and supporting records, then send a written dispute to the issuer’s billing-inquiries address so it arrives within 60 days after the first bill containing the error was sent. Keep copies and proof of delivery.
Confirm that the issue fits the billing-error process
The FTC lists examples such as unauthorized charges; charges with the wrong date, amount, or math; charges for goods not accepted or delivered as agreed; and payments or return credits the issuer did not post.
Review the statement as soon as possible and compare it with receipts and other transaction records. If an unauthorized charge may indicate identity theft, the FTC directs consumers to take identity-theft steps promptly.
Record the important details
Save the statement, receipts, and other documents supporting the dispute. The FTC says to send copies rather than originals and keep a copy of the dispute letter.
For example, two posted $90 charges for one documented purchase can be described as a duplicate $90 billing error. Identify the statement containing the error and the amount disputed.
Follow the issuer’s written process
Write to the billing-inquiries address, not the payment address. Include the cardholder’s name, address, account number, and a description of the mistake.
The letter must reach the issuer within 60 days after the first bill containing the error was sent. Certified mail with a return receipt is one way to document what the issuer received.
The issuer must acknowledge the complaint in writing within 30 days unless it has already resolved the problem, and it must resolve the dispute within 90 days of receiving the complaint.
Continue handling undisputed obligations
While the issuer investigates, the cardholder can withhold the disputed amount and related finance charges. The FTC says the undisputed part of the bill, including finance charges on that amount, is still expected to be paid.
The issuer may apply the disputed amount against the account’s credit limit, but the FTC describes limits on collection, account restriction, and adverse reporting while the billing-error rights are being exercised.
Escalate with evidence when needed
If the bill contains an error, the issuer must explain the corrections in writing and remove related finance or other charges. If it finds the bill correct, it must state in writing how much is owed and why; the cardholder may request copies of documents the issuer says prove the amount.
The FTC says a cardholder who still disagrees can appeal in writing within the payment period provided by the issuer or within 10 days after receiving the explanation, whichever is later. A complaint may also be filed with the Consumer Financial Protection Bureau.
This article summarizes FTC guidance for the federal billing-error process and is not legal advice. Use the current statement and official guidance for the applicable address, facts, and deadlines.
Sources
Sources are listed so readers can verify the key facts, assumptions, and limitations behind this page.
This content provides general education for US consumers. It does not predict approval, credit-score changes, issuer decisions, or replace a current agreement or statement.