Start a dispute within 60 days of the charge
Bank of America gives you 60 days from the date the charge appeared on your statement to report it. Call the dispute line at 1-800-435-7000, or log into your online account and file through the Resolution Center. Have your statement in front of you with the exact transaction date and amount.
The 60-day window is a federal rule under Regulation E (for debit cards) and the Fair Credit Billing Act (for credit cards). After 60 days, the bank is not required to investigate, though you can still try to contact them. Starting early gives you the full investigation period and protects your rights.
If you are disputing a debit card charge, the bank must return your money within one to three business days while they investigate. If you are disputing a credit card charge, the disputed amount does not have to be paid while the investigation is open, but it may still appear on your credit report as disputed.
Key Takeaways
- Report the charge to Bank of America within 60 days by calling 1-800-435-7000 or using the Resolution Center in your online account.
- Debit card disputes usually return your money within one to three business days; credit card disputes freeze the amount but do not require payment during investigation.
- Gather your statement, the transaction details, and any communication with the merchant before you file.
- The bank has up to 45 days to investigate and tell you the outcome, though many disputes close faster.
- If the bank rules against you, you can submit new evidence and ask them to reconsider within 10 days.
What information you need before you call
Have your Bank of America statement open and write down the transaction date, the merchant name exactly as it appears, and the dollar amount. If you have any emails or receipts from the merchant, have those nearby. If you already contacted the merchant to dispute the charge, note the date and what they said.
Bank of America will ask why you are disputing the charge. The most common reasons are: you did not make the purchase, the amount is wrong, the merchant charged you twice, or the merchant never delivered what you paid for. Be specific. "I did not authorize this" is stronger than "I do not recognize it" because it tells the bank whether to investigate fraud or a billing error.
How the investigation works and what happens to your money
Once you file a dispute, Bank of America opens an investigation and contacts the merchant's bank. The merchant has a window (usually 10 to 20 days) to respond with evidence that the charge was valid—a signed receipt, a delivery confirmation, or a record of your authorization. The bank reviews both sides and makes a decision.
For debit card disputes, the bank must provisionally credit your account (return the money) within one to three business days while the investigation continues. You get the use of that money immediately, even if the investigation is still open. If the bank later determines the charge was valid, they will debit your account again.
For credit card disputes, the amount is not charged to you during the investigation, but it may show as disputed on your statement and credit report. You do not have to pay it while the case is open. The investigation timeline is the same: the bank has up to 45 days to reach a decision, though many close in two to four weeks.
What happens if Bank of America rules against you
If the bank decides the charge was valid and closes the dispute in the merchant's favor, they will tell you in writing. For debit cards, they will debit your account again if they had provisionally credited it. For credit cards, the amount becomes payable again.
You have the right to submit new evidence within 10 days of the bank's decision. If you have a receipt showing a different amount, proof that the merchant never shipped the item, or a written statement from the merchant admitting the error, send it to the address the bank provides. The bank must reconsider if the new evidence is substantial.
If the bank still rules against you after reconsideration, the dispute is closed. You can then try to resolve it directly with the merchant, file a complaint with the Consumer Financial Protection Bureau, or pursue the charge through your credit card company's chargeback process if you used a credit card.
Disputes for charges you did not recognize versus charges you authorized but want to reverse
Bank of America treats these differently. If you did not make the purchase and do not recognize the merchant, report it as fraud or unauthorized. The bank will investigate whether someone else used your card or account number. If you authorized the charge but the merchant did not deliver, charged the wrong amount, or refused a refund, report it as a billing error or merchant dispute.
Unauthorized disputes move faster because the bank assumes fraud and protects you more aggressively. Merchant disputes require more evidence because you did authorize the original transaction—the bank needs proof that the merchant failed to hold up their end. Be clear about which one you are filing so the bank investigates the right way.
Disputes on recurring charges and subscription services
If a subscription or membership charged you after you canceled, report it as a billing error. Have the cancellation confirmation email or the date you canceled ready. Many subscription services make it hard to cancel on purpose, so the bank takes these disputes seriously.
If the merchant claims you never canceled, your cancellation email or the date you called their customer service line is your evidence. If you canceled through their website, take a screenshot showing the cancellation confirmation. Send this to Bank of America when you file the dispute or when they ask for supporting documents.
What to do if the merchant contacts you during the investigation
The merchant or their bank may reach out to you while the dispute is open, offering a refund or asking you to withdraw the dispute. You can accept a refund and close the dispute, or you can continue with the investigation. If you accept a refund, tell Bank of America immediately so they can close the case.
Do not let the merchant pressure you into withdrawing the dispute in exchange for a refund. If they are offering to refund you, that is an admission the charge was wrong. Take the refund and close the dispute on your own terms, or let the bank's investigation finish. Either way, you win.
Frequently Asked Questions
Can I dispute a charge after 60 days?
Bank of America is not required to investigate charges older than 60 days, but you can still contact them and explain your situation. If the charge was fraudulent or the merchant made a clear error, they may investigate anyway. It is worth calling, but do not expect the same protection you would have within the 60-day window.
Will disputing a charge hurt my credit score?
Disputing a charge itself does not hurt your score. The dispute may appear on your credit report while it is open, but it does not count as a missed payment or delinquency. If the bank rules against you and the charge becomes payable again, then failing to pay it could hurt your score.
How long does a dispute investigation take?
Bank of America has up to 45 days to investigate and notify you of the outcome. Most disputes close in two to four weeks. For debit cards, your money is returned within one to three business days while the investigation continues, so you are not out the money even if it takes longer to resolve.
What if the same merchant charged me twice by mistake?
Report both charges as billing errors and explain that the merchant charged you twice for one transaction. Provide the transaction dates and amounts. The bank will contact the merchant to confirm the duplicate charge. Duplicate charges are usually resolved quickly because the merchant's records make the error obvious.
Can I dispute a charge if I used a debit card and a credit card?
Yes, but the process and timeline differ slightly. Debit card disputes must return your money within one to three business days. Credit card disputes do not require payment during the investigation but may show as disputed on your report. File the dispute with the card you used for that specific charge.