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Credit card dispute denied? Consumers face growing challenges getting their money back
Laurie Gorlick fought a denied credit card dispute over $586 in charges she says she never made, highlighting a tougher path for consumers.
Anchor/Reporter
When Laurie Gorlick discovered nearly $600 in unfamiliar charges on her credit card, she expected the dispute process to protect her. Instead, her claim was denied — leaving her responsible for purchases she said she never made.
Government data shows her experience is part of a growing trend of consumers who lose their credit card disputes without being made whole.
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Video above: Fewer consumers are winning credit card disputes
When that happens, federal law does offer consumers certain rights that can help protect them.
“I was beside myself,” Gorlick said. “It doesn’t matter whether it was $50 or $1,000. It’s the principle. I’m not going to pay for something that’s not mine.”
The dispute began in May, when Gorlick noticed four charges on her JetBlue credit card from Viator, a tour and ticket company owned by Tripadvisor. She learned the charges, totaling $586.36, were for tickets to visit the Empire State Building.
Gorlick immediately called the number on the back of her card and was connected with Barclays, the bank that issues the JetBlue credit card. She filed a formal dispute, received a replacement card and was initially credited for the charges.
She thought that would be the end of it. It wasn’t.
A few weeks later, Barclays informed Gorlick that it had determined the charges were “valid based on documentation provided by the merchant.” The credit was reversed.
When Gorlick asked what documentation had been used to reach that decision, she said she was told Viator had her credit card number, home address and email address. She couldn’t believe that was all the bank relied upon.
“Well, somebody stole it from me,” Gorlick said.
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She argued possession of that information potentially obtained through fraud did not prove she authorized the purchases.
The federal Fair Credit Billing Act requires credit card companies to investigate charges that cardholders say are incorrect. After completing an investigation, the company must provide an explanation of its decision.
What’s more, under the Truth in Lending Act, the burden is generally on the credit card company to demonstrate that a disputed use of the card was authorized.
But the explanation Gorlick received from Barclays included only a brief statement: “We have completed our investigation and have determined the activity is valid based on documentation provided by the merchant.”
Consumers have the right to request copies of the documentation used in a dispute investigation. Gorlick said that when she asked for the evidence, she received the same explanation about her card number, address and email address being used in the transaction.
Gorlick then obtained a police report. Another option available to consumers after a denial is filing a complaint with the Consumer Financial Protection Bureau, or CFPB.
But an analysis of federal complaint data indicates it has become more difficult for consumers to recover money through credit card disputes.
In 2023 and 2024, the final two years of the Biden administration, nearly one-third of credit card customers who complained to the CFPB received monetary relief. The rate was 31% in 2023 and 32% in 2024.
That figure fell to 27% in 2025 and stands at 25.5% so far in 2026, as the Trump administration has sought to reduce the consumer bureau’s authority.
The numbers are significantly lower for disputes involving Barclays. CFPB data shows just 7% of customers who complained about Barclays credit card disputes this year received money back.
“It is a lot of money, and it’s a horrible feeling when somebody is telling you that you did something you absolutely did not,” Gorlick said.
After Hearst sister station WCVB’s inquiry about her case to Barclays and Viator, Gorlick eventually saw the full $586.36 returned. That outcome only occurred after both she and a reporter pressed the companies to provide the evidence used to reject her dispute.
In a statement, Barclays said: “We appreciate the opportunity to review the customer’s concerns. We take these matters seriously and strive to provide excellent service. Due to customer privacy, we are unable to discuss details. Please know that we have been in direct contact with the customer and the matter has been resolved.”
With consumers receiving refunds in a shrinking share of complaints, Gorlick’s experience highlights the importance of consumers exercising their rights when they find fraudulent charges on their credit card.
