How to Dispute a Charge on Your Discover Card

Disputing a charge on a credit or debit card protects consumers from unauthorized transactions, billing errors, or issues with goods and services. Taking swift action when an unfamiliar or incorrect charge appears is important. This ensures consumers are not liable for charges they didn’t authorize or for services or products not delivered as agreed.

Preparing Your Dispute

Before disputing, gather all relevant information and documentation. Begin by identifying the exact transaction details, including the date of the charge, the amount, the merchant’s name as it appears on your statement, and a clear description of the purchase. This information can typically be found on your Discover statement, through your online transaction history, or via their mobile application.

It is also important to precisely identify the reason for the dispute. Common reasons include unauthorized charges, duplicate billing, services not received, merchandise not as described, or a canceled recurring payment that was still charged. Clearly articulating the specific reason for your dispute strengthens your case. Supporting documentation, such as receipts, order confirmations, communication records with the merchant (like emails or chat logs), photographs of damaged goods, or proof of cancellation, should be collected to substantiate your claim. Attempting to resolve the issue directly with the merchant first is advised. Document any such attempts, including dates, times, and outcomes.

Submitting Your Dispute

Once information is gathered, submit your dispute to Discover. For online submission, log into your Discover account through their website or mobile app. Navigate to the “Activity and Statement” page or a section labeled “Dispute a Purchase” or “Report Fraud.” Select the transaction, follow prompts to input details, and upload supporting documents. Complete all required fields and confirm submission.

Alternatively, you can submit a dispute by phone by calling Discover’s customer service at 1-800-347-2683. Have your account information and all prepared transaction details ready to provide verbally to the representative. During the call, it is advisable to ask for a reference number for your dispute and inquire about the next steps in the process. For those preferring a traditional approach, a dispute can be sent via mail to Discover’s billing inquiries address: Discover, P.O. Box 30421, Salt Lake City, UT 84130-0421. This mailing should include a letter outlining the dispute and copies of all supporting documentation.

Navigating the Dispute Resolution

After submitting a dispute, Discover will initiate an investigation, which may involve contacting the merchant for their perspective and evidence. The timeframe for this investigation can vary. For credit card disputes, the issuer generally has up to 90 days to investigate and resolve the dispute, provided notice was given within 60 days of the statement date. For debit card disputes, financial institutions typically aim to resolve disputes within 10 business days, but can take up to 90 days for certain transaction types.

A provisional credit may be applied to your account while the investigation is ongoing. This temporary credit returns the disputed amount to your balance, allowing you access to funds during the review period. It is important to understand that this credit is temporary and can be reversed if the investigation concludes that the original charge was valid. Throughout the process, monitor your mail and email for any updates or requests for additional information from Discover. Promptly responding to these requests can help ensure the investigation proceeds smoothly. The investigation may result in the dispute being upheld, leading to a permanent credit, or denied, meaning the original charge remains. If a dispute is denied, consumers may have options to provide new evidence or, in some cases, contact consumer protection agencies.