What If Your Credit Card Bill Shows a Wrong Charge? Step-by-Step Guide to Resolve It

Seeing an unexpected or incorrect charge on your credit card statement can be stressful — but you don’t need to panic. Many billing disputes are simple mistakes that are resolved quickly if you follow the right steps. Below is a clear, practical, and SEO-friendly guide that walks you through what to do, from verifying the charge to escalating the complaint if necessary.

1. Don’t react impulsively — first verify the transaction

Before lodging any complaint, match the suspicious charge with your receipts, order confirmations, SMS or email alerts. Mistakes often happen because:

• The merchant name appears differently on the statement.

• A pre-authorization or hold looks like a charge.

• A single purchase was split into multiple transactions.

If you can identify the transaction in your records, you may avoid unnecessary disputes.

2. Contact the merchant first

If the charge is clearly erroneous — for example, duplicate billing, a cancelled order that was still charged, or a missing refund — contact the merchant immediately.

• Use phone, email, or the merchant’s chat support.

• Keep records of the call/chat: date, time, agent name, and what was promised.

• Ask the merchant to confirm the refund or reversal in writing (email or chat screenshot).

Many disputes are resolved at this stage. Written confirmation strengthens your case when you later approach the card issuer.

3. File a formal dispute with your card issuer

If the merchant doesn’t resolve it, lodge an official dispute with your bank or the card company as soon as possible.

• Use the bank’s mobile app, internet banking dispute form, or customer care number.

• Provide complete details: transaction date, amount, merchant name, reason for dispute.

• Attach supporting documents: receipts, order confirmations, screenshots, emails.

• Note and save any reference or complaint number the bank gives you.

Filing a formal dispute triggers the bank’s investigation process.

4. Understand provisional credit and typical timelines

Many banks offer provisional credit while they investigate — a temporary reversal showing in your account until the matter is settled. Policies vary by issuer, so ask:

• Will I get provisional credit?

• How long will the investigation take?

Investigations generally take a few weeks up to about 45 days, depending on the complexity and responses from the merchant.

5. Keep thorough records and follow up

Organize all communication, documents, and reference numbers in one place. Follow up politely but persistently if deadlines pass.

• Send reminders after the time frame given by the bank.

• If responses are vague, request escalation to a supervisor or nodal officer.

• Maintain a calm, professional tone — persistent but courteous follow-ups often speed up resolution.

6. Escalate if the bank fails to resolve the dispute

If your card issuer doesn’t resolve the issue satisfactorily, escalate to higher authorities:

• Contact the bank’s grievance redressal or nodal officer.

• If unresolved, approach the Banking Ombudsman (for banks) or the relevant regulator/industry grievance mechanism for non-bank card issuers.

• As a last resort, you can file a complaint with a consumer forum.

Each escalation step should include copies of all prior correspondence and the bank’s responses.

7. Protect your credit score during the dispute

While your dispute is being investigated, continue to make at least the minimum payment on your credit card.

• This prevents late fees and protects your credit score.

• Once the bank completes its investigation, verify that any provisional credit or reversal appears correctly on the next statement.

8. Learn for the future — preventive measures

Prevent repeated hassles by adopting small habits:

• Always keep digital and physical receipts until the transaction clears.

• Enable transaction alerts (SMS/email/UPI notifications).

• Review your statements as soon as they arrive.

• Use card controls or virtual cards for online purchases where available.

Final word

An incorrect credit card charge is usually fixable. Verify the transaction, contact the merchant, file a dispute with your card issuer, and keep detailed records. If needed, escalate to the bank’s grievance cell or the Banking Ombudsman. With the right steps and timely follow-up, most disputes are resolved without long-term consequences.

Would you like a short checklist PDF or a sample dispute email you can use to contact your bank? I can draft one for you right away.