Getting charged for something you never actually got is infuriating. And the good news? You don’t have to just eat it.
Federal law protects you when a company bills you for products or services you never received. That means you have the right to dispute the charge and get your money back — not a coupon, not store credit, not a voucher for future use. Actual money back.
Here’s what to do. Start by calling the company’s customer service line and explaining the situation clearly. Stay calm, be direct. Tell them exactly what you were charged for and that you never received it. A lot of companies will fix it right there on the phone because they know the law isn’t on their side.
If the call doesn’t work, follow up in writing. A written letter or email creates a paper trail — and that matters if things escalate. The FTC even has sample dispute letters you can use as a starting point so you’re not staring at a blank page trying to figure out what to say.
And if the company still won’t budge? You can file a complaint directly with the Federal Trade Commission. The FTC doesn’t handle individual cases like a lawyer would, but complaints help them spot patterns and go after companies that are doing this repeatedly to people.
One thing worth knowing: the FTC’s mail and telephone order rules have some exceptions. Things like photo finishing, seeds and plants, magazine subscriptions after the first issue, and COD orders aren’t covered the same way. But for most standard purchases — something you ordered online, over the phone, or through a service — you’re protected.
Also, if you paid by credit or debit card, you have another move available: a chargeback through your bank. Contact your card issuer and dispute the charge. Banks take these seriously, especially when you can show you never got what you paid for. One heads-up: credit cards generally give you stronger chargeback protections than debit cards, and debit card disputes often have shorter windows to act — so don’t wait.
Bottom line: don’t let a company guilt you into accepting a store credit when real money left your account. You didn’t get what you paid for. You’re entitled to get it back.