Credit card disputes — formally called "chargebacks" — are a consumer protection mechanism built into the card payment network. If a merchant charges you for something you did not receive, charges you twice, or if a fraudulent transaction appears on your card, you have the legal right to dispute it. The process, however, requires knowing the right steps and timelines.
Step 1: Report to the bank immediately
For unauthorized or fraudulent transactions, report to your bank within 3 days of noticing the transaction. RBI regulations provide zero-liability protection for unauthorized transactions reported promptly — if you report within 3 days, the full amount must be credited to you provisionally within 10 working days while investigation proceeds. Delays erode your protection.
Step 2: File the chargeback request
For merchant disputes (wrong charge, service not delivered, subscription not cancelled, duplicate charge), file a formal chargeback request through:
- Bank's mobile app or net banking (fastest, maintains a digital trail)
- Customer care call (note the ticket number)
- Written complaint to the branch (for large amounts)
Provide: the transaction date, amount, merchant name, and your reason. Attach any supporting evidence — order confirmations, cancellation screenshots, merchant communication screenshots.
Step 3: Know your timelines
Under Visa and Mastercard network rules, you generally have 60–120 days from the transaction date to file a chargeback. For disputes with airlines, hotels, or event companies, file as soon as the non-delivery is confirmed — do not wait.
Step 4: Escalate if needed
If the bank does not resolve in 30 days, escalate to:
- Banking Ombudsman: File at bankingombudsman.rbi.org.in. No fee, decision within 30 days.
- RBI Complaint portal: cms.rbi.org.in for systemic issues.
- Consumer court: For amounts up to ₹50 lakh, the district consumer forum is accessible and has been proactively ruling in favor of cardholders.
Common mistakes to avoid
Do not dispute valid charges hoping to get a freebie — repeated frivolous disputes can lead banks to close your card or flag your account. Always attempt to resolve with the merchant directly first; banks give more weight to chargebacks where merchant contact was attempted. Keep screenshots of all merchant communication.