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.
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 (CFPB).
- For a debit card, report fast: your protection depends on how quickly you report it (FTC).
- Keep copies, and note the date of every follow-up call (CFPB).
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. See a mistake?