Steps to take when disputing a credit card charge

Knowing how to dispute a credit card charge is a crucial consumer right in Singapore. Whether it's a simple billing error or potential fraud, taking swift action is key. This guide walks you through the credit card dispute resolution process and helps you get your money back.

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Start by reviewing your credit card statement closely. Look at the transaction in question and note details like the merchant’s name, location, and any contact information provided. Make sure the charge has actually been posted to your account — not just pending. Pending charges often adjust or disappear, so disputes can only be filed once the charge is officially processed.

If the charge has been posted and you’re seeing an incorrect amount or an issue with a product or service, you can move forward with a dispute.

For completely unfamiliar charges:

• Do a quick search online — some businesses appear under different names on billing statements.

• Think back to any free trials or auto-renewals you may have signed up for. These can sometimes slip under the radar.

• Check in with any authorised users on your card account to see if they made the purchase.

If none of these checks clarify the charge, your account may have been compromised. In that case, act quickly: report the issue to your bank or card issuer and take immediate steps to secure your account.

Who you reach out to first largely depends on the nature of the charge. In some cases, it’s quicker to resolve the issue directly with the merchant, while others require you to go straight to your credit card issuer for help.

If you’re unhappy with a product or service

If you received a product that was damaged, defective, or simply not as described, your first step should be to contact the merchant directly. Retailers often have refund or replacement policies in place to address these concerns. Many are willing to make it right without involving your bank — whether through a product exchange, refund, or store credit.

However, if the merchant is unresponsive or refuses to resolve the issue, you may consider initiating a chargeback through your card issuer. A chargeback reverses the transaction and returns the funds to your account, but this process typically requires you to first show that you’ve attempted to resolve the dispute with the merchant.

Here are some things to keep in mind: 

• Credit card issuers may set specific conditions, such as deadlines for filing disputes or minimum transaction amounts.

• The process can take time and may involve providing receipts, screenshots, or email communications with the merchant.

» Refer to these credit card resources to maximise your benefits

If there’s a billing mistake 

For issues like duplicate charges, incorrect amounts, or orders that were billed but never delivered, it’s usually best to reach out to the merchant first. If you can provide proof of the error, such as a receipt or order confirmation, they can often fix the issue promptly.

If the merchant doesn’t respond or refuses to correct the mistake, escalate the matter to your credit card issuer. You typically have up to 60 days from the transaction date to lodge a formal dispute, depending on your bank’s policies.

Being proactive is key — keeping digital receipts and tracking delivery updates can help support your case if a billing issue arises.

If the charge is fraudulent 

If you notice a charge that you definitely didn’t make, act fast. Contact your credit card issuer immediately to report the suspicious activity. Merchants generally can’t assist in cases of suspected fraud — your bank is better equipped to investigate and take action.

Here’s what to do:

• Lock your card via mobile banking or the card issuer’s app to prevent further unauthorised use.

• Request a new card number from your issuer.

• Review recent transactions and report any others you didn’t authorise.

Most Singaporean banks offer zero-liability protection, so you won’t be held responsible for fraudulent charges as long as you report them promptly. This makes it even more important to regularly monitor your card activity.

Before you lodge a dispute, gather all the evidence that supports your claim. This could include:

• Receipts or invoices

• Email communications with the merchant

• Screenshots of product listings or order confirmations

• Photos showing defective or incorrect items

• The merchant’s terms and conditions on refunds, returns, or cancellation policies

Strong documentation helps your credit card issuer assess the legitimacy of your dispute and can speed up the resolution process.

Keep a detailed record of every interaction you have with the merchant or bank. Note the names of the people you speak to, their contact details, and the time and date of each conversation. These records could prove essential if the case escalates or needs a formal review.

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While most disputes today are handled online or over the phone, sending a written letter to your card issuer can still be a smart move — especially for complex cases or when dealing with a billing error. A written record serves as proof that you raised the dispute within the required timeframe.

Here’s what to do:

• Confirm the correct dispute address with your credit card issuer. It may be different from the address used for payments.

• Send your letter via registered mail with a return receipt, so you have proof it was delivered.

• Keep a copy of the letter and any supporting documents for your own records.

In many cases, sending a letter can also trigger additional legal protections that aren’t activated by digital or phone submissions alone.

Once your dispute is submitted, you’ll need to wait while the credit card issuer reviews your case. During this period:

• You’re not responsible for paying the disputed amount.

• You should continue making minimum payments on the rest of your credit card bill to avoid late fees and maintain a good payment history.

If the card issuer finds in your favour, the disputed charge will be removed from your account. If they reject your claim, you’ll be informed of the outcome and the payment due date for the charge.

If you disagree with the decision, you may be able to:

• Appeal the outcome, depending on the issuer’s policies.

• Escalate the complaint to the relevant consumer protection agency, such as the Consumers Association of Singapore (CASE) or your card provider’s financial ombudsman.

Always check the deadline to appeal — missing it could mean giving up your right to contest the charge further.