You Need to Dispute a Credit Card Charge: What’s Your Timeframe?

When you spot a strange charge on your statement, your first instinct might be to panic. But not every unfamiliar entry is a sign of fraud. Sometimes it's just a case of vague merchant names, forgotten subscriptions, or purchases made by family members. 

That said, when there’s a genuine issue, knowing how long you have to take action can make all the difference.

In Singapore, the timeframe to raise a dispute typically ranges from 14 to 60 days, depending on your bank and the card network involved. The dispute process can feel daunting, but understanding your rights, checking your records, and contacting the merchant early can help avoid unnecessary hassle.

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Get familiar with your consumer protections

In Singapore, credit card dispute processes fall under each bank’s policy and guidelines, which are monitored by the Monetary Authority of Singapore (MAS). Unlike the United States, where a law like the Fair Credit Billing Act outlines exact rights, Singapore relies on financial institutions to conduct their due diligence. 

Debit card users should be aware that protections might not be as robust as those for credit cards. That’s why it’s important to read the fine print before raising a chargeback issue.

You can also monitor your credit health — including unresolved issues — using your Credit Bureau Report, which may show disputes or irregular activity linked to your card.

Do a quick check before raising a dispute

Before jumping into a formal dispute process, it helps to first confirm whether the charge is truly unauthorised or simply confusing.

Many unfamiliar charges turn out to be subscription renewals, family purchases, or businesses listed under obscure processor names, especially for purchases made from overseas platforms in Europe or China, where descriptors may be in a different language.

Look up the company name on your statement

Start by searching the exact name shown on your credit card statement. Merchants often use third-party payment processors, so the name might not immediately ring a bell.

For example, a PayPal transaction might show up with a generic event code or business label unrelated to the actual store you bought from.

Review your email inbox and payment history

Scan through email confirmations, previous credit card statements, and even mobile payment records. Apps like Shopee or Lazada, for instance, may label transactions vaguely, leaving you confused over a perfectly legitimate purchase.

Also check for PayNow transfers or in-app payments that might be tied to the charge.

Ask your supplementary cardholders

If the charge came from a card that’s shared — say, with a spouse, partner, or child — it’s worth checking with them. The news is full of stories of purchases for gaming credits, app subscriptions or in-game items that surprised card owners.

Reach out to the business first

Often, a quick call or email to the merchant can sort out the issue faster than a formal dispute. For example, if a gym charged a late cancellation fee you weren’t expecting, the merchant might be able to waive or refund it directly without involving the bank.

Send a formal dispute to your bank

If you've verified the charge is unauthorised or incorrect, the next step is to formally dispute it with your bank. You can usually do this via online banking, mobile apps, or by downloading and submitting a dispute form.

Make sure your dispute includes:

• The transaction date and amount

• A short explanation of why you believe it’s incorrect

• Any supporting documents (like email receipts or screenshots)

Some banks might still require a physical form with your signature. To be safe, review your issuer’s exact process and submission requirements.

» Learn more about chargebacks here

What banks do after receiving your dispute

Once your dispute is filed, the bank typically issues a temporary credit to your account while it investigates. They’ll reach out to the merchant for clarification and examine any documents you’ve submitted.

You don’t have to just wait passively — it’s fine to follow up for updates or check your online banking dashboard for changes in your account status.

Resolution timelines can vary. For example, UOB or OCBC may take up to 45 days for local charges, and longer if the transaction was made overseas. If additional details are needed from you, they’ll contact you directly to avoid delay.