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If a subscription charge is unauthorized, incorrect, or posted after you canceled, contact your card issuer or bank promptly. For a U.S. credit-card billing error, also send a written notice to the issuer’s billing-inquiries or dispute address within 60 calendar days after the statement showing the charge was sent. Keep proof, describe the issue accurately, and continue paying the undisputed part of the bill.
First identify what is wrong with the subscription charge
Check your statement or transaction history for the merchant name, transaction date, and amount. Then state the issue precisely. A charge you do not recognize is not automatically the same as a subscription payment that you authorized but believe should have stopped after cancellation.
- Unrecognized or unauthorized charge: You do not recognize the transaction or did not authorize the subscription or payment. Tell the issuer that and follow its instructions for reporting unauthorized use.
- Charge after cancellation: You signed up, but the company charged you after you asked to cancel or after the subscription ended. Explain when and how you canceled, and provide any confirmation or other record.
- Incorrect amount or duplicate charge: Identify the amount you expected, the amount billed, or the transactions that appear duplicated.
- Disagreement about the service: If the issue is that a service was poor or did not meet expectations, rather than a payment or billing error, a billing-error dispute may not be the right process. Explain the facts and ask the issuer which route applies.
Accurate wording matters: do not call a payment fraud if you authorized the subscription and the dispute is that the company continued billing after cancellation.
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How to dispute a credit-card subscription charge
1. Preserve the cancellation and billing records
For a post-cancellation charge, use the subscription company’s cancellation procedure if you have not already done so. Keep the cancellation request, confirmation email or screen, relevant account messages, and notes of any call or chat, including the date and what was said. Save the statement or transaction details showing the charge. Send copies of supporting records to the issuer, not your originals.
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2. Contact the card issuer promptly
You can start through the issuer’s online account dispute process or by calling the number on the card. Explain the transaction and why you believe it is wrong. Contacting the merchant may also help with a cancellation problem, but do not wait for a response from the merchant if that could cause you to miss the issuer’s written-notice deadline.
3. Send the formal written billing-error notice within 60 days
For a U.S. credit-card billing error, send a written notice within 60 calendar days after the statement showing the error was sent. The CFPB describes the deadline as 60 calendar days after the charge appeared on the statement. Use the timing conservatively: send the notice as soon as possible after you find the charge.
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Send it to the issuer’s billing-inquiries or dispute address, not automatically to the payment address. Check your statement, card agreement, or issuer’s instructions for the correct address and required account details. Include:
- Your name and the account information requested by the issuer.
- The transaction date, merchant name, and amount.
- A clear explanation of what is wrong and why. For a cancellation dispute, give the cancellation date and method if known.
- Copies of relevant supporting records, such as a cancellation confirmation or correspondence with the merchant.
Keep a copy of the letter and attachments, along with a record showing when and how you sent them. The CFPB’s consumer guidance, last reviewed April 15, 2024, describes the 60-day written-notice requirement.
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4. Pay the part of the bill you do not dispute
For a covered credit-card billing error, you may generally withhold the disputed amount and related charges while the issuer investigates, but you remain responsible for the undisputed charges. Pay those on time. If you are unsure what amount is due during the investigation, follow the issuer’s written instructions or ask the issuer.
5. Track the issuer’s response
Keep the issuer’s notices and note any response deadlines or requests for more information. FTC guidance says the issuer generally must acknowledge the dispute in writing within 30 days of receiving it unless it resolves the matter sooner, and must resolve it within 90 days of receiving it. Those are the FTC’s stated timeframes; follow the instructions and notices for your account.
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How to dispute a debit-card or bank-account subscription payment
A debit-card payment or direct withdrawal from a bank account is not the same process as a credit-card billing error. Contact your bank promptly using its app, the number on your card, or another official account channel. Tell it whether the transaction was unauthorized, incorrectly processed, or continued after you canceled, and ask which dispute procedure and deadlines apply to that account.
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The federal guidance cited here does not establish one universal deadline or identical procedure for all debit-card and bank-account subscription transactions. Do not assume the credit-card 60-day written-notice rule applies in the same way. Keep your records and follow the bank’s instructions, including any request to submit information in writing.
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What to do if the dispute is not resolved
If the issuer denies the dispute or does not address it, review its explanation and any instructions for challenging the decision. You can submit a complaint to the Consumer Financial Protection Bureau; the FTC and your state attorney general also provide reporting routes for relevant consumer problems. A complaint is a way to report or seek help with a problem, not a guaranteed refund.
For more on stopping unwanted renewals, the FTC’s September 2024 consumer guidance, “Getting In and Out of Free Trials, Auto-Renewals, and Negative Option Subscriptions,” advises consumers to dispute a charge when a company charged extra or would not stop charging after cancellation. The agency describes a chargeback as a dispute through a credit or debit card.
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