A credit-card charge for services not delivered as agreed may fall within US billing-error rules. Whether a particular dispute is covered depends on the facts and applicable requirements. Opening a dispute does not guarantee that the charge will be reversed.
Understand the billing-error notice period
The federal billing-error procedure generally requires the issuer to receive written notice within 60 days after it sent the first statement reflecting the error. This is not simply 60 days from the payment date. Check the statement, your issuer's billing-rights notice and the CFPB: Billing-error rules and official interpretations for the requirements that apply.
If the notice period may have passed
Ask your issuer whether another dispute procedure is available and what its time limits are. Do not assume an extension or a universal 120-day deadline. Your issuer can explain its process; an attorney can advise on any legal rights that remain available.
Prepare your inquiry and records
- Use the number on your card or statement to describe the problem accurately and ask about the appropriate dispute process.
- Check the required notice method. The FTC describes a letter to the billing-inquiries address. Do not assume a phone call or online form alone preserves every legal protection.
- Gather copies of your agreement, receipt, messages and relevant photos. Keep originals and a record of what you submit and when.
- Ask how the dispute affects payments and any temporary credit. Do not treat a temporary credit as a final refund.
The FTC provides an overview and sample letter: FTC: Using credit cards and disputing charges (with sample letter).
Quality problems have extra conditions
Disagreement about the quality of accepted services is not the same as non-delivery. Separate claims-and-defenses rules can depend on efforts to resolve the issue with the seller, the purchase amount and location and the outstanding credit balance, with exceptions. See CFPB: Credit-card claims and defenses, section 1026.12(c). Seek advice before assuming you can withhold payment.
Confirm payment obligations and timing
For a qualifying, timely billing-error notice, federal rules address withholding the disputed amount during the investigation; undisputed amounts remain payable. See CFPB: Billing-error rules and official interpretations. Do not stop paying your entire bill based on this guide. Contact the issuer promptly, and do not assume that discussions with the business or buying a letter pack extend any deadline.