File a dispute directly through your Bank of America account

Bank of America lets you report an unauthorized or incorrect charge through your online account, mobile app, or by calling their dispute line. The fastest route is usually the app or website: log in, find the transaction you want to dispute, and select the option to report it. Bank of America will then assign your case a reference number and begin an investigation, which typically takes 10 business days to complete.

If you prefer to call, the number for dispute reporting is on the back of your card or in your account statements. Have the transaction details ready—the date, amount, and merchant name. The representative will walk you through the dispute form and explain what happens next. You do not need to mail anything in unless Bank of America specifically asks for documentation.

Once you file, Bank of America will provisionally credit your account within two business days if the charge appears to be fraudulent. This is a temporary credit while they investigate. If they find in your favor, the credit becomes permanent. If they find the charge was legitimate, they will remove the credit and explain why.

Key Takeaways

  • File your dispute through the Bank of America app, website, or phone within 60 days of the charge appearing on your statement.
  • Bank of America will provisionally credit your account within two business days if the charge looks fraudulent, while they investigate.
  • The full investigation takes 10 business days, though complex cases may take up to 45 days.
  • Keep records of any communication with the merchant or Bank of America, including reference numbers and dates.
  • If Bank of America rules against you, you can request a supervisor review or file a complaint with the Consumer Financial Protection Bureau.

What counts as a disputable charge

Bank of America recognizes two main categories of disputes: unauthorized transactions and billing errors. An unauthorized transaction is a charge you did not make and did not permit—someone used your card number, account number, or account information without your consent. A billing error is a charge that appears on your statement incorrectly: the wrong amount, a duplicate charge, a charge for something you returned, or a charge posted to the wrong date.

You can also dispute a charge if the merchant promised a refund and never issued it, or if you paid for a service that was never delivered. Bank of America will investigate these as merchant disputes, though the timeline and outcome depend on whether the merchant responds to the bank's inquiry.

Charges you regret but authorized—a purchase you changed your mind about, or a subscription you forgot you signed up for—are not disputable through Bank of America's fraud process. Those require you to contact the merchant directly and request a refund or cancellation.

The 60-day window and why it matters

You have 60 days from the date the charge appears on your statement to file a dispute with Bank of America. This is a federal requirement under the Electronic Funds Transfer Act. If you wait longer than 60 days, Bank of America is no longer required to investigate, and you lose the right to a provisional credit.

The 60-day clock starts when the transaction posts to your account, not when you receive your statement in the mail. If you bank online or through the app, you can see when a charge posts before your official statement arrives. Check your account regularly so you catch unauthorized charges early.

If you discover a charge after the 60-day window has closed, contact Bank of America anyway. Some banks will still investigate as a courtesy, especially if the charge is clearly fraudulent. You will not receive a provisional credit, but the bank may still recover the money if they find the merchant liable.

What Bank of America needs from you

When you file a dispute, have the following information ready: the transaction date, the exact amount, the merchant name, and a brief description of why you are disputing it. If it is an unauthorized charge, explain that you did not make the purchase and did not authorize anyone else to make it. If it is a billing error, describe what went wrong—duplicate charge, wrong amount, item not received, or refund promised but not issued.

Bank of America may ask for additional documentation depending on the type of dispute. For a returned item, they may want proof of the return—a receipt, tracking number, or email confirmation from the merchant. For a service not delivered, they may ask for your contract or confirmation of the cancellation request. For an unauthorized charge, they may ask whether you reported the card lost or stolen and when.

You do not need to provide all this upfront. File the dispute first, and Bank of America will tell you what else they need. They will give you a deadline to submit supporting documents, usually 10 to 15 days from when you file.

Timeline: from filing to resolution

Bank of America must acknowledge your dispute within one business day of receiving it and assign you a reference number. Within two business days, they will provisionally credit your account if the charge appears unauthorized. This credit is temporary—it does not mean you have won the dispute, only that the bank is investigating.

The investigation itself takes 10 business days in most cases. During this time, Bank of America contacts the merchant, requests transaction records, and reviews the evidence you provided. If the merchant does not respond or the evidence is clear, the bank may resolve the dispute before the 10 days are up.

Complex cases—disputes involving multiple transactions, chargebacks from the merchant, or unclear evidence—can take up to 45 days to resolve. Bank of America will notify you in writing of the outcome, explaining whether the charge was removed permanently, the provisional credit was reversed, or the case remains open pending more information.

What happens if Bank of America rules against you

If Bank of America investigates and finds that the charge was legitimate, they will remove the provisional credit from your account and send you a written explanation. This does not mean you have no other options. You can request that a supervisor review the decision, especially if you believe Bank of America missed evidence or misunderstood your dispute.

To request a review, call the dispute line again and ask to speak with a supervisor. Explain what you believe the bank got wrong and provide any new evidence. Supervisors can reopen a case if there is a reasonable basis to do so, though they often reach the same conclusion as the initial investigator.

If you remain unsatisfied, you can file a complaint with the Consumer Financial Protection Bureau (CFPB). The CFPB is a federal agency that oversees banks and handles consumer complaints about disputes. You can file online at consumerfinance.gov or by mail. Bank of America must respond to CFPB complaints within 15 days, and the CFPB will review the bank's handling of your case.

Protecting yourself while a dispute is open

While Bank of America investigates, your account remains active and you can continue using your card. The provisional credit (if issued) is yours to use, but understand that it may be reversed if the bank rules against you. Do not spend the provisional credit on essential expenses you cannot cover if it is taken back.

If the disputed charge was due to a lost or stolen card, contact Bank of America immediately to cancel the card and request a replacement. A new card number prevents further unauthorized charges on that account. If the charge was due to compromised account information (not the physical card), ask the bank whether they recommend closing the account or if they can secure it without closing.

Keep all documentation related to the dispute: the reference number, dates you called, names of representatives you spoke with, and copies of any emails or letters from Bank of America. If the dispute escalates or you need to file a complaint later, this record will be essential.

Frequently Asked Questions

Can I dispute a charge if I authorized the transaction but the merchant charged me twice?

Yes. A duplicate charge is a billing error, not an unauthorized transaction, but Bank of America will still investigate. File the dispute and explain that you were charged twice for the same purchase. Provide your receipt or order confirmation showing a single transaction. The bank will contact the merchant to verify.

What if the merchant says I authorized the charge and I say I did not?

Bank of America will review the evidence from both sides. If you have proof you did not authorize it—no account with that merchant, no email confirmation, a report that your card was stolen—the bank will likely rule in your favor. If the merchant has a signed receipt or email confirmation, the outcome depends on whether you can prove the signature or email was forged.

Do I have to pay the disputed charge while the investigation is happening?

No. Once you file a dispute, you should not pay the charge. If Bank of America issues a provisional credit, that credit covers the amount. If they do not issue a provisional credit, the charge remains on your account but you are not required to pay it while the investigation is open. However, if the bank rules against you, you will owe the amount.

How long does it take to get my money back after Bank of America rules in my favor?

If Bank of America issued a provisional credit when you filed, that credit is already in your account. Once they rule in your favor, the credit becomes permanent and you keep the money. If they did not issue a provisional credit, the refund will post to your account within one to three business days after the bank notifies you of the outcome.

Can I dispute a charge on a debit card the same way as a credit card?

Yes, the process is the same for both debit and credit cards. You have 60 days to file, Bank of America will investigate, and you may receive a provisional credit. The main difference is that with a debit card, a provisional credit means the money is returned to your checking account, not a credit line. The investigation timeline and documentation requirements are identical.