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What to do when your credit card bill is in dispute: Step-by-step resolution guide
Mischarges, fraud, or merchant error? Here's how to get a disputed credit card bill paid without paying more.
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A disputed charge does not mean you must pay—if you can act fast
If you've seen a suspicious or incorrect transaction in your credit card statement, don't worry—but don't ignore it either. Due to mistakes made by the merchant or due to fraud, credit card charges can be effectively disputed if you know how. Below is a step-by-step guide to protect yourself, avoid unjust charges, and not let your credit score get affected.
If you've seen a suspicious or incorrect transaction in your credit card statement, don't worry—but don't ignore it either. Due to mistakes made by the merchant or due to fraud, credit card charges can be effectively disputed if you know how. Below is a step-by-step guide to protect yourself, avoid unjust charges, and not let your credit score get affected.
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Step 1: Note and document the disputed transaction
If you notice a foreign charge on your credit card statement—be it the wrong amount, double charges, or a charge you never submitted—take a photo or record the details. Verify the transaction date, merchant name, amount, and reference ID. This will be required when you make a complaint to the bank.
If you notice a foreign charge on your credit card statement—be it the wrong amount, double charges, or a charge you never submitted—take a photo or record the details. Verify the transaction date, merchant name, amount, and reference ID. This will be required when you make a complaint to the bank.
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Step 2: Call the merchant, if needed
Oftentimes, the problem is a straightforward merchant mistake—incorrect billing, double charging by mistake, or charges in advance for cancellations after refunds. A phone call to the merchant may secure a rapid resolution. Request written evidence (like an email or SMS) of the error or refund. Keep that paperwork handy in case you have to pursue the bank afterwards.
Oftentimes, the problem is a straightforward merchant mistake—incorrect billing, double charging by mistake, or charges in advance for cancellations after refunds. A phone call to the merchant may secure a rapid resolution. Request written evidence (like an email or SMS) of the error or refund. Keep that paperwork handy in case you have to pursue the bank afterwards.
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Step 3: Inform your credit card issuer in a timely manner
If the trader is not answering or the debit is unauthorized, notify your credit card issuer immediately—through internet banking, mobile banking, customer care number, or branch visit. RBI guidelines state that most banks allow you to trigger a dispute between 30 to 60 days from the bill date. The sooner you do it, the greater is the likelihood of no liability.
If the trader is not answering or the debit is unauthorized, notify your credit card issuer immediately—through internet banking, mobile banking, customer care number, or branch visit. RBI guidelines state that most banks allow you to trigger a dispute between 30 to 60 days from the bill date. The sooner you do it, the greater is the likelihood of no liability.
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Step 4: File a written complaint with supporting evidence
Having informed your bank, you will normally need to fill in a transaction dispute form and submit supporting evidence—e.g., emails, screenshots, cancellation receipts, or merchant correspondence. Most banks provide this via their app or website. Keep your reference number and acknowledgement for future reference.
Having informed your bank, you will normally need to fill in a transaction dispute form and submit supporting evidence—e.g., emails, screenshots, cancellation receipts, or merchant correspondence. Most banks provide this via their app or website. Keep your reference number and acknowledgement for future reference.
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Step 5: Don't pay disputed amount until resolved
You do not need to pay the disputed amount while the investigation proceeds. You may still be required to pay the balance of the bill to avoid interest or a late fee. If the dispute is resolved in your favour, you receive a refund of the amount. In the event that the bank rules against you, you are asked to pay the disputed charge plus associated interest if it applies.
You do not need to pay the disputed amount while the investigation proceeds. You may still be required to pay the balance of the bill to avoid interest or a late fee. If the dispute is resolved in your favour, you receive a refund of the amount. In the event that the bank rules against you, you are asked to pay the disputed charge plus associated interest if it applies.
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Step 6: Approach RBI Ombudsman if not resolved
If the bank doesn't settle it in 30 days or if you don't like the resolution, you can approach the RBI's Integrated Ombudsman. Complain online on the CMS portal (https://cms.rbi.org.in). Give all facts and documents. The Ombudsman will examine your case and provide a resolution—typically within a month.
If the bank doesn't settle it in 30 days or if you don't like the resolution, you can approach the RBI's Integrated Ombudsman. Complain online on the CMS portal (https://cms.rbi.org.in). Give all facts and documents. The Ombudsman will examine your case and provide a resolution—typically within a month.
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