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How to dispute a charge on a bill (with a free letter template)

If something on your bill looks wrong, you can ask the company to fix it. Being clear and organized makes it much more likely to work.

By the Explain My Paper team · Updated · General information, not legal or financial advice

Step 1: Make sure it is really wrong

Read the charge carefully and check your past bills, contract, and any emails from the company. Some charges are legitimate but badly explained, like a discount that ended. Others really are mistakes: charges for something you cancelled, a service you never ordered, or being billed twice.

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Step 2: Gather your proof

  • The bill with the charge, and the line and amount clearly marked.
  • Any proof you cancelled or didn’t order it: emails, confirmation numbers, screenshots.
  • Earlier bills that show what you normally pay.

Step 3: Contact the company

Use the contact details on the company’s official website or a real bill. Calling is often fastest, but a written message creates a record. If you call, write down the date, time, the agent’s name and any reference number, then send a short written follow-up summarizing what was agreed.

Step 4: Put it in writing

A clear letter or email states what is wrong, what you want, and by when. Here is a template you can adapt:

Subject: Dispute of charge on account [account number] Hello, I am writing about my bill dated [date]. It includes a charge of [amount] for [name of charge]. I did not agree to this charge [or: I cancelled this service on (date), confirmation number (number)]. Please remove this charge and refund any amount already paid. Please confirm in writing within 14 days. Thank you, [Your name] [Phone or email]

Step 5: Pay the part you agree with

Where possible, keep paying the parts of the bill that are correct, so you don’t get late fees or service interruptions while the dispute is resolved. Ask the company whether the disputed amount will be put on hold.

Step 6: If they say no

Ask to speak to a supervisor or the complaints team, and ask for their formal complaints process. Many industries have an independent ombudsman or regulator you can complain to if the company doesn’t fix it. If you paid by card, your bank may also be able to help with a charge you did not authorize.

Tip: Stay calm and specific. “Please remove the $12.99 charge from 14 August” works better than “Your bill is wrong.”

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