Phone script · Your bank or card company

Calling your bank about a charge you don't recognize

Call the number on your card, report the charge, and follow up in writing.

Have this ready

The card or account number
The charge: date, amount and merchant name
A pen to write down who you spoke with

What to say

Open
“Hi, I'm calling about a charge on my account that I don't recognize.”
Give details
“It's [amount] from [merchant] on [date].”
Ask
“I'd like to dispute it. What happens next, and do you need it in writing?”
If the card's gone
“My card is also lost. Please cancel it and send a new one.”
Close
“Can I get a reference number and your name, please?”

Write down the date, the name of the person you spoke with, and what they said.

Rather text or email?

The same ask, written down. Fill in the brackets, then copy. A written message also gives you a dated record.

Secure message in your bank's app

Hi, I don't recognize a charge on my account: [amount] from [merchant] on [date]. I'd like to dispute it. What happens next, and do you need anything in writing? [If your card is gone: My card is also lost. Please cancel it and send a new one.]

Email or letter for your records

Subject: Dispute of charge on account ending [last four digits]

Hello,

I'm writing to dispute a charge I don't recognize: [amount] from [merchant] on [date], on my account ending in [last four digits].

I did not make or authorize this charge. Please investigate, and tell me what else you need from me. Please send a reference number for this dispute.

Thank you,
[Your name]
[Phone number]

After the call

For a credit card, send a written billing error notice within 60 days after the charge appeared on your statement. The company then has 30 days to confirm it got your dispute. Source: CFPB¹
For a debit card, report fast: your protection depends on how quickly you report it. Source: FTC²
Keep copies, and note the date of every follow-up call. Source: CFPB¹

The full lesson: What to do if you got scammed

Sources

Consumer Financial Protection Bureau How do I dispute a charge on my credit card bill?
Federal Trade Commission Lost or stolen credit, ATM and debit cards
Federal Trade Commission What to do if you were scammed

Last checked October 2, 2026 against the sources listed.

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