What Are Your Rights When Dealing With a Credit Card Company?

Who should read this: If you have ever been surprised by a rate increase, denied a hardship program, or told there is nothing a credit card company can do for you — this post is for you.

Most credit card holders do not know what protections they may have when dealing with a credit card company. This post explains several important rights and practical options, including what to do when a credit card company does not respond clearly or fairly.

Consumer Compass can help you turn your situation into a clear written complaint or hardship request.

Why credit card rights matter

Credit card problems can involve interest rates, billing errors, hardship requests, fees, payment arrangements, and credit reporting. Each of these areas has its own rules, and the differences are not always obvious from a monthly statement.

Knowing the difference between what a company must do and what a consumer can request helps people avoid confusion and unrealistic expectations. It also makes it easier to write a clear request that the company is more likely to take seriously.

Rate increase protections

Under the Credit CARD Act of 2009, which amended the Truth in Lending Act, card issuers are generally required to provide at least 45 days' advance notice before most interest rate increases and significant account changes.

In some situations, a consumer may be able to reject certain changes, but doing so may result in the account being closed, restricted, or paid down under the prior terms.

"If your card issuer raises your APR, you should review the notice carefully, check when the new rate applies, and ask whether you have options before agreeing to new terms."

Hardship program requests

You can ask a credit card company for hardship assistance, payment reduction, fee review, or a lower APR, but the company is not required to approve every request. Programs and eligibility vary by issuer.

A written hardship request is stronger than a phone call because it creates a paper trail. It also forces the issuer to respond to a specific, documented ask rather than a general conversation.

"If you lost income or cannot afford the current payment, you can ask the issuer to review your account for hardship options and confirm any arrangement in writing."

Right to dispute a billing error

Under the Fair Credit Billing Act, consumers may dispute certain billing errors, including unauthorized charges, charges for goods or services not received, and certain calculation or statement errors.

When a dispute is submitted correctly and on time, the company must review and investigate the charge under the rules that apply to that type of dispute.

"If you were charged for a product that never arrived, a written billing dispute can help create a record and require the issuer to review the charge."

Right to dispute inaccurate credit reporting

Under the Fair Credit Reporting Act, consumers can dispute inaccurate or incomplete information on their credit reports with the credit reporting companies and/or the company that furnished the information.

The three nationwide credit reporting companies are Equifax, Experian, and TransUnion. Each accepts disputes directly, and you can include supporting documents to back up your claim.

"If a credit card company reports you late even though you made the agreed payment, you can dispute the inaccurate reporting and include proof."

What credit card companies are not always required to do

• They are not always required to lower your interest rate.
• They are not always required to approve a hardship program.
• They are not usually required to remove accurate negative credit reporting.
• They are not required to accept every payment plan a consumer proposes.

This is why a clear written request matters: it asks for review, creates documentation, and helps the consumer decide the next step.

What to do if your rights are not honored

• Document everything in writing.
• Save statements, letters, screenshots, call dates, names, and payment proof.
• Send a formal written complaint or hardship request.
• If the company ignores the written request, refuses documentation, misapplies payments, or reports inaccurate information, escalation may be appropriate.

If you are not sure how to structure your letter, read our guide: How to Write an Effective Complaint Letter.

For many credit card issues, the Consumer Financial Protection Bureau may be an appropriate escalation option if the company ignores a written request or fails to address the issue.

What to do after you send it

Save a copy of the letter, track the date you sent it, and keep any reply the company sends back. A clear record is the foundation of every successful follow-up.

If the company responds and the issue is still not resolved, you can paste the reply into Consumer Compass and generate a follow-up letter based on what the company said.

Helpful official resources

• Consumer Financial Protection Bureau — credit card information
• CFPB guidance on credit card term changes and rate increases
• Federal Trade Commission — information on the Fair Credit Billing Act
• CFPB guidance on disputing credit report errors

Frequently asked questions