Start a dispute directly through your Bank of America account

Bank of America lets you report a disputed charge through your online account, mobile app, or by calling their fraud department. The fastest route is usually your account: log in, find the transaction, and select "Report as Unauthorized" or "Dispute This Transaction." The system will ask you to describe what happened and whether you recognize the merchant.

If you call instead, use the number on the back of your card or contact Bank of America's fraud line at 1-800-432-1000. Have your card number, the transaction date, and the amount ready. The representative will open a dispute case and give you a case number—write this down when ready.

Bank of America has 60 days from the date you discover an unauthorized charge to file a dispute. This is a federal requirement under the Electronic Funds Transfer Act, not a Bank of America policy. The clock starts when you first notice the charge, not when the transaction posted to your account.

Key Takeaways

  • Report a disputed charge through your Bank of America online account, app, or by calling 1-800-432-1000 within 60 days of discovering it.
  • Bank of America will typically refund the amount while they investigate, though they may reverse it if they find you authorized the charge.
  • You will need to provide a written statement describing why you dispute the charge, and the bank may ask for supporting documents like receipts or correspondence with the merchant.
  • The investigation usually takes 10 business days, but can extend to 45 days if the bank needs more information from the merchant.
  • If the merchant is a subscription service or recurring charge you forgot about, disputing it will not stop future charges—you must cancel the subscription separately.

What happens after you report the dispute

Once you file a dispute, Bank of America will assign it a case number and send you a confirmation letter within three business days. This letter includes the case number, the amount in dispute, and the merchant's name. Keep this letter—you will need the case number if you follow up or if the bank asks for more information.

In most cases, Bank of America will credit your account for the disputed amount within two to five business days while they investigate. This is a provisional credit, meaning the money goes back into your account, but the bank can reverse it if they determine the charge was legitimate. You can spend the credited amount, but understand that it may be removed later.

The bank then contacts the merchant and asks them to provide evidence that you authorized the charge. This back-and-forth typically takes 10 business days. If the merchant does not respond or cannot prove authorization, the dispute is closed in your favor and the provisional credit becomes permanent.

When the investigation extends beyond 10 days

If the merchant disputes your claim or provides documentation that looks like authorization, Bank of America may extend the investigation to 45 days. They will notify you in writing if this happens. During an extended investigation, your provisional credit may be removed from your account—the bank will tell you if this occurs.

Extended investigations usually happen when the merchant claims you signed a receipt, authorized a recurring charge, or made the purchase in person. If this is the case, you will need to provide a written statement explaining why you did not authorize it. Bank of America may also ask for supporting documents: a police report if the card was stolen, correspondence with the merchant if there was a billing error, or proof that someone else had access to your card.

Once the 45-day investigation period ends, Bank of America will send you a final letter explaining the outcome. If they ruled in your favor, the credit stays. If they ruled against you, the provisional credit is removed and you owe the amount.

Disputes for recurring charges and subscriptions

If you are disputing a recurring charge—a subscription, gym membership, or monthly service—understand that disputing the charge will not stop future charges. The merchant will continue to bill you unless you cancel the subscription directly with them.

Before you dispute, contact the merchant and ask them to cancel. Keep a record of when you requested cancellation and who you spoke with. If they refuse to cancel or claim you never asked, that refusal becomes part of your dispute case and strengthens your position.

If you dispute a recurring charge without canceling first, you will likely need to dispute the next month's charge as well. It is more efficient to cancel the subscription, then dispute the charges that occurred after your cancellation request if the merchant continues to bill you.

Disputes for charges you do not recognize

If you do not recognize the merchant name on the charge, search for it online before you dispute. Many merchants use business names or abbreviations on bank statements that do not match their public name. For example, a charge from "AMZN MKTP" is Amazon Marketplace, and "UBER *TRIP" is Uber. A quick search often reveals what the charge actually is.

If you still do not recognize it after searching, check your email for receipts or confirmation messages. Scammers sometimes use stolen card information to make small test purchases before attempting larger ones, so a charge of $1 or $2 from an unfamiliar merchant is a red flag. Report it when ready.

When you file the dispute, be specific: tell Bank of America whether the charge is from a merchant you have never heard of, whether your card was lost or stolen, or whether someone else may have had access to your card information. This information helps the bank determine whether the charge was fraudulent or straightforward unrecognized.

What to do if Bank of America rules against you

If Bank of America investigates and determines the charge was legitimate, they will remove the provisional credit from your account and send you a final letter explaining their decision. At this point, you have limited options, but they are not zero.

You can request that Bank of America reconsider if you have new evidence—a police report, a written statement from the merchant admitting error, or proof that your card was compromised. Send this evidence to the address on your final letter and ask them to reopen the case. Banks are not required to reopen a closed dispute, but they will consider new evidence if it directly contradicts their original finding.

If you believe Bank of America made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not reverse bank decisions, but they investigate whether the bank followed federal dispute procedures correctly. If the bank violated the Electronic Funds Transfer Act or Regulation E, the CFPB can order them to correct the error.

Disputes for in-person and card-present charges

Disputes for charges made in person are harder to win because merchants can provide a signed receipt or PIN verification as proof of authorization. If you dispute a charge you made in person, Bank of America will ask the merchant for the receipt. If the receipt shows your signature or the correct PIN, the bank will likely rule against you.

The exception is if your card was stolen or someone forged your signature. If this is the case, file a police report and include the report number in your dispute statement. A police report carries significant weight in a dispute investigation because it establishes that the charge was not authorized by you.

If you made the purchase in person but the merchant charged you the wrong amount, or charged you twice, that is a billing error rather than an unauthorized charge. You can still dispute it, but frame it as a billing error in your dispute statement. Billing errors are sometimes resolved faster than fraud disputes because they do not require the bank to prove you did not authorize the charge—only that the amount was wrong.

Frequently Asked Questions

How long does it take to get my money back?

Bank of America usually credits your account within two to five business days while they investigate. The investigation itself takes 10 business days in most cases, but can extend to 45 days if the merchant disputes your claim or the bank needs more information. If the bank rules in your favor, the credit is permanent. If they rule against you, the credit is removed.

Can I dispute a charge if I authorized it but changed my mind?

No. A dispute is for unauthorized charges or billing errors, not for purchases you regret. If you bought something and want to return it, contact the merchant directly. If the merchant refuses to refund you, that is a contract dispute, not a bank dispute. Bank of America will not reverse a charge you knowingly authorized.

What if the merchant goes out of business before the investigation ends?

If the merchant is no longer in business, they cannot respond to Bank of America's inquiry. When a merchant does not respond within the investigation period, the dispute is usually closed in your favor and the credit becomes permanent. However, this can take the full 45 days.

Do I have to pay my bill while a dispute is pending?

You should pay the rest of your bill, but not the disputed amount. Bank of America will not report the disputed charge as late or unpaid while the investigation is open. However, if you ignore other charges on your account, the bank can report those as late. Pay everything except the disputed amount to protect your credit.

What if someone used my card number online without stealing my physical card?

Report it as an unauthorized charge. Online fraud is treated the same way as in-person fraud. The merchant cannot provide a signed receipt or PIN verification for an online purchase, so your dispute is more likely to succeed. Bank of America will ask the merchant for proof that you authorized the charge, and most merchants cannot provide that for online fraud.