File a dispute directly with Bank of America within 60 days of the charge
Bank of America gives you 60 days from the date a charge appears on your statement to report it as unauthorized or incorrect. You can start a dispute through your online account, the mobile app, or by calling the number on the back of your card. The bank will assign your dispute a case number and begin an investigation, which typically takes 10 business days but can extend to 45 days if the merchant contests the charge.
When you file, the bank will usually issue a provisional credit to your account within one to three business days while they investigate. This credit is temporary—if the investigation finds the charge was valid, the bank will remove it. You are not responsible for the charge during the investigation period, so you can use the provisional credit when ready.
Have your statement ready when you file. You will need the transaction date, the amount, and the merchant name. If the charge is clearly fraudulent (you did not recognize the merchant or never authorized the transaction), say that directly. If the charge is a billing error (you were charged twice, charged the wrong amount, or charged for something you returned), explain what happened and what you expected instead.
Key Takeaways
- You have 60 days from the date a charge appears on your statement to report it to Bank of America.
- File through your online account, mobile app, or by calling the number on your card—do not call a number from an email or text.
- Bank of America will usually issue a provisional credit within one to three business days while they investigate.
- The investigation takes 10 to 45 business days, and you will receive written notice of the outcome.
- If the bank rules in your favor, the provisional credit becomes permanent and you owe nothing.
How to file a dispute through your Bank of America account
Log into your Bank of America online banking or open the mobile app. Find the transaction you want to dispute in your recent activity or statement. Select the charge and look for an option that says "Report as Unauthorized" or "Dispute This Transaction." Click it and follow the prompts to describe what happened.
The system will ask you to choose a reason: unauthorized charge, fraudulent charge, billing error, or merchant error. Select the one that matches your situation. Then write a brief explanation—a sentence or two is enough. The bank does not need a novel, just clarity about why you are disputing it.
After you submit, you will see a case number on screen and receive a confirmation email. Save both. You can check the status of your dispute anytime by logging back into your account and navigating to the dispute section, or by calling the number on your card and referencing your case number.
Calling Bank of America to report a dispute by phone
If you prefer to report the charge by phone, call the number on the back of your debit or credit card. Do not call a number from an email or text message, even if it looks official—scammers often send fake dispute notifications with their own phone numbers.
Tell the representative you want to dispute a charge. Have your statement ready and provide the transaction date, amount, and merchant name. The representative will ask you to describe what happened and why you believe the charge is wrong. They will create a case number and mail you a written confirmation within five business days.
Ask the representative for the case number before you hang up and write it down. You will need it to track your dispute or if you need to follow up. The representative will also tell you whether a provisional credit has been issued and when you can expect the investigation to conclude.
What happens during the bank's investigation
Once you file, Bank of America contacts the merchant and requests documentation of the transaction. The merchant must provide proof that you authorized the charge—usually a signed receipt, a record of your card being present, or a log showing your account information was used. If the merchant cannot provide this proof, the bank typically rules in your favor.
If the merchant does provide proof of authorization, the bank will review it against your account of what happened. If you claim you never received the item you paid for, the bank may ask the merchant for a tracking number or delivery confirmation. If you claim you returned something, the bank may ask for proof of the return.
The investigation takes 10 business days in most cases, but can take up to 45 days if the merchant disputes your claim or if the bank needs more time to gather information. You will receive written notice of the outcome by mail. The letter will explain whether the bank found the charge unauthorized, whether your provisional credit is now permanent, or whether the charge was valid and the provisional credit will be removed.
What to do if the bank rules against you
If Bank of America concludes the charge was valid and removes your provisional credit, you have the right to dispute that decision. You can file a second dispute, but you will need to provide new information or evidence the bank did not see the first time. straightforward restating your original claim will not change the outcome.
If you have proof the merchant lied—for example, a receipt showing you returned an item, or a message from the merchant admitting the charge was an error—submit that with your second dispute. If you have a witness or documentation that contradicts what the merchant told the bank, include that too.
If the second dispute also fails, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn the bank's decision, but it investigates whether the bank followed the correct procedures. If the bank made a procedural error—for example, if they did not investigate within the required timeframe—the CFPB can order them to correct it.
Protecting yourself from future unauthorized charges
After a dispute is resolved, review how the charge happened in the first place. If your card number was stolen, request a new card from Bank of America. If you used your card at a compromised merchant, monitor your account for other suspicious charges from that merchant or similar ones.
Set up transaction alerts in your Bank of America app or online account. You can receive notifications for charges over a certain amount, charges in specific categories, or any charge at all. Alerts do not prevent fraud, but they let you spot unauthorized charges within hours instead of days, which speeds up the dispute process.
If the charge was the result of a data breach at a merchant or payment processor, check your credit report at annualcreditreport.com (the only free, official source). Look for accounts you did not open. If you find fraudulent accounts, place a fraud alert with the three credit bureaus and consider a credit freeze to prevent new accounts from being opened in your name.
Frequently Asked Questions
What if I miss the 60-day important date to report a charge?
Bank of America is not required to investigate disputes filed after 60 days, but you can still try. Call the number on your card and explain the situation. Some banks will investigate older disputes if you have a reasonable explanation for the delay, such as not noticing the charge until you reviewed an old statement. There is no harm in asking, but do not expect the same protections as a timely dispute.
Will disputing a charge hurt my credit score?
No. Disputing a charge with your bank does not affect your credit score. Your credit score is based on your payment history, credit utilization, and other factors reported to credit bureaus. A dispute between you and your bank is not reported to credit bureaus and does not show up on your credit report.
Can I dispute a charge if I authorized it but changed my mind?
Technically, no—that is called a "buyer's remorse" dispute and is not the same as an unauthorized or fraudulent charge. However, if the merchant promised something they did not deliver (for example, they said the item would arrive by a certain date and it did not), you can dispute it as a merchant error. If you straightforward changed your mind about a purchase, contact the merchant directly to request a refund or return.
How long does it take to get my money back after a dispute is resolved in my favor?
If Bank of America issued you a provisional credit when you filed the dispute, that credit is already in your account. Once the investigation concludes and the bank rules in your favor, the provisional credit becomes permanent and you keep the money. If no provisional credit was issued, the bank will credit your account within one to three business days after the investigation concludes.
What if the same merchant keeps charging me after I dispute one charge?
Contact the merchant directly and ask them to stop billing you. If they continue after you ask them to stop, file a new dispute for each unauthorized charge. You can also contact your bank and ask them to block future charges from that merchant, though not all banks offer this service. Bank of America may be able to flag the merchant's account or add a note to your account to watch for repeat charges.