> ## Documentation Index
> Fetch the complete documentation index at: https://faq.universalaccountservicing.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Disputing a charge

> What to do about a charge you do not recognize or believe is wrong, and what happens next.

## First, check what it is

Most unfamiliar charges turn out to be recognizable once you see the detail.

* Open [Your charges](/statements/charges-and-charge-slips) and check the **Description** and
  **Date**. A charge is recorded under the retail seller you bought from, which may not be the
  trading name you remember.
* Check [Your transaction history](/statements/transaction-history) for fees and adjustments, which
  are listed separately from purchases.

## If it is a question about what you bought

Contact the business you bought from first. They hold the goods, the warranty and the returns
process — we service the account, and we cannot resolve a product problem for you.

If that does not get you anywhere, open a request under **Product or Service** — see
[Opening a support request](/getting-help/opening-a-support-request).

## If the charge is wrong

Raise it with us. Either call, or open a support request under **Billing**.

<Card title="Contact us" icon="phone" href="/getting-help/contacting-uas">
  Have the charge slip number or transaction Id if you have it.
</Card>

**What to have ready:** the charge slip number or transaction Id, the date, the amount, and why you
believe it is wrong. Anything you have from the seller — a receipt, an email, a cancellation
confirmation — helps.

## What happens next

<Steps>
  <Step title="We log it">
    Your dispute becomes a support ticket you can see under **Support Tickets**.
  </Step>

  <Step title="We gather documentation">
    That may include checking with the business you bought from — purchase date, location,
    identification, the original contract, and any contact you have had with them.
  </Step>

  <Step title="It follows the process for your account type">
    Different products have different dispute rights and timeframes.
  </Step>

  <Step title="You get email updates">
    As the ticket progresses, and when it is resolved.
  </Step>
</Steps>

**A dispute should get a final response within 7 business days.** Some take longer — identity theft
is investigated rather than answered and can run to 60 calendar days, and a complicated dispute can
be extended. If yours is going to take longer, you should be told that and why.

## If you disagree with the outcome

Say so. You can dispute the resolution itself, in the portal or in writing, and it goes to someone
other than whoever answered it the first time.

We may tell you a dispute is a duplicate of one already decided, and close it on that basis. If that
happens and you think it is wrong — because you have new information, or because it is not actually
the same question — say that too.

You can also take a complaint to a regulator instead of, or as well as, coming to us. See
[Licensing and NMLS](/trust-and-compliance/licensing-and-nmls).

## Keep paying while it is open

<Warning>
  **A dispute does not pause your payment obligation.** Interest keeps accruing, a missed payment
  can still be reported, and if you have a [promotional offer](/promotional-offers) a missed payment
  can still end it early.

  If the dispute is resolved in your favor, the account is corrected. Stopping payment in the
  meantime creates a second problem alongside the first.
</Warning>

## If the account is not yours at all

That is not a dispute about a charge — it is an identity theft report, and it follows a different
route. See [Opening a support request](/getting-help/opening-a-support-request).

## A different kind of dispute

If what you want to challenge is what a **credit bureau** is reporting about you, rather than a
charge on your account, that goes to the bureau — see
[Your credit file](/your-information/your-credit-file).