Unauthorized Charges on Your Account: What to Do First
Found a charge you didn't make? The first 48 hours are critical. Here's exactly what to do — step by step — to protect your money and start the dispute process.
Don't Panic — But Act Fast
You check your bank statement and see a charge you didn't make. Your heart rate spikes. Whether it's a $4.99 mystery subscription or a $2,000 electronics purchase, unauthorized charges demand immediate action.
The first 48 hours are the most important window for protecting your money. Here's exactly what to do, in order.
Step 1: Verify It's Actually Unauthorized (5 Minutes)
Before calling your bank, make sure the charge is genuinely unauthorized:
- Check the merchant name carefully — Many legitimate charges appear under unfamiliar names. "AMZN MKTP" is Amazon, "GOOGLE *SERVICES" is a Google subscription, "SQ *" is a Square payment
- Ask family members — If anyone is an authorized user on your account, check if they made the purchase
- Review your email — Search for the merchant name or charge amount. You may find an order confirmation you forgot about
- Check subscription services — Annual renewals are commonly mistaken for unauthorized charges
If after checking you still don't recognize the charge, proceed immediately to Step 2.
Step 2: Lock or Freeze Your Card (2 Minutes)
Most banks now offer instant card locks through their mobile app:
- Credit cards: Use the app to temporarily lock the card. This prevents new charges while keeping the account open
- Debit cards: Lock the card AND consider changing your PIN immediately
- If multiple unauthorized charges are appearing: Don't just lock — request a new card number immediately
This step is critical because unauthorized charges often come in waves. Scammers typically test with a small charge first, then make larger purchases if the test goes through.
Step 3: Document Everything (10 Minutes)
Before contacting your bank, gather evidence:
- Screenshot your statement showing the unauthorized charge(s)
- Note the exact amount, date, and merchant name for each suspicious transaction
- Check your online banking for transaction details — some banks show the merchant's city, state, or phone number
- Save any related emails or texts — Phishing messages you may have received, unfamiliar purchase confirmations, etc.
Step 4: Contact Your Bank (15-30 Minutes)
Call the number on the back of your card — never use a number from a text or email. Here's what to say:
"I'd like to report unauthorized charges on my account. I did not make or authorize these transactions."
During the call:
- Identify each unauthorized charge by date and amount
- Request a fraud investigation — This triggers formal protections under the FCBA (credit cards) or EFTA (debit cards)
- Ask for a new card number — Even if you've locked the card
- Get a case/reference number — Write it down immediately
- Ask about provisional credit — Many banks will temporarily credit your account while they investigate
- Confirm the timeline — Ask when you'll hear back about the investigation results
Step 5: Follow Up in Writing (15 Minutes)
A phone call starts the process, but written notice preserves your full legal rights:
- Send a letter or secure message to your bank's billing inquiry address (not the payment address)
- Include: your name, account number, each unauthorized charge (date, amount, merchant), and a statement that you did not authorize these transactions
- Send via certified mail with return receipt, or use your bank's secure online messaging system
- Keep a copy of everything you send
Step 6: Secure Your Accounts (30 Minutes)
Unauthorized charges often indicate a broader security breach. Take these protective steps:
- Change your passwords — Start with your bank, email, and any accounts that use the same password
- Enable two-factor authentication — On your bank, email, and any financial accounts
- Check other accounts — If one card is compromised, review all your financial accounts for suspicious activity
- Review authorized users — Make sure no one has been added to your account without your knowledge
- Check your credit report — At AnnualCreditReport.com, check all three bureaus for new accounts you didn't open
Step 7: File Official Reports (If Needed)
For significant fraud, file additional reports:
- FTC Identity Theft Report — IdentityTheft.gov generates an official affidavit and recovery plan
- Police report — Some banks require this for large fraud claims; it also helps with identity theft recovery
- Credit bureau fraud alerts — Contact any one of the three bureaus (Equifax, Experian, TransUnion) to place a fraud alert on your credit file
Timeline: What Happens Next
After you report unauthorized charges, here's what to expect:
- Within 24-48 hours: New card issued, provisional credit applied (in most cases)
- Within 10 business days: Bank completes initial investigation (debit cards) or acknowledges dispute (credit cards)
- Within 30-90 days: Full investigation completed and final decision issued
- If approved: Provisional credit becomes permanent
- If denied: You can appeal with additional evidence or escalate to the CFPB
Your Liability Limits
Federal law limits how much you can lose to unauthorized charges:
- Credit cards (FCBA): Maximum $50 liability; most issuers offer $0 liability
- Debit cards (EFTA): $50 if reported within 2 business days; up to $500 within 60 days; potentially unlimited after 60 days
This is why speed matters — especially for debit cards.
Get Help with Your Dispute
Unauthorized charges are stressful, but you have strong legal protections. Follow these steps promptly and you'll almost certainly recover your money. If you need help identifying mysterious charges, documenting your case, or navigating the dispute process, Refunder is here to help — from detection to resolution.