Start a dispute directly through your Bank of America account
Bank of America lets you report a charge you don't recognize or believe is wrong through your online account, mobile app, or by calling their disputes team. You don't have to mail anything in or visit a branch — the whole process starts with a few clicks or a phone call.
Log into your Bank of America online banking, find the transaction in your statement, and look for a "Report as Disputed" or "Dispute This Transaction" option next to the charge. If you're using the mobile app, tap the transaction and select the dispute option. If you prefer to call, the number is on the back of your card. Have your card number, the transaction date, and the amount ready when you call.
Bank of America will ask you to describe why you're disputing the charge — whether it's unauthorized, the merchant charged you twice, the amount is wrong, or you never received what you paid for. Be specific. "I don't recognize this" is weaker than "I was charged $89.99 but the receipt shows $59.99" or "I cancelled this subscription on March 15 but was charged again on April 1."
Key Takeaways
- Report a disputed charge through your Bank of America online account, mobile app, or by calling the number on your card — you have up to 60 days from when the charge appeared on your statement.
- Bank of America will usually remove the charge from your account temporarily while they investigate, which takes 10 business days to two months depending on the type of dispute.
- The merchant has the right to respond to your dispute with evidence (like a delivery confirmation or signed receipt), and Bank of America will review both sides before making a final decision.
- If Bank of America rules in your favor, the charge stays removed; if they rule against you, the charge goes back on your account and you'll be notified in writing.
- Keep records of everything — your original dispute report, emails from the merchant, receipts, and any communication about the transaction — in case you need to appeal.
What happens after you report the dispute
Once you report a charge, Bank of America opens an investigation. In most cases, they will remove the charge from your account temporarily so you're not out the money while they look into it. This temporary credit usually appears within one to three business days.
The investigation itself takes time. Bank of America contacts the merchant and asks them to prove the charge was legitimate — they might send a delivery confirmation, a signed receipt, or proof that you received the service. Meanwhile, Bank of America may also ask you for more details, such as your order confirmation number or screenshots of your communications with the merchant.
The whole process typically takes 10 business days to two months. Simpler disputes (like a duplicate charge where the merchant admits the error) move faster. More complex ones (like a claim that merchandise never arrived) take longer because both sides need time to gather evidence.
Disputes for unauthorized charges versus merchant errors
Bank of America handles two main types of disputes differently. An unauthorized charge means someone else used your card without your permission — a stolen card number, a fraudulent online purchase, or identity theft. A merchant error means the merchant charged you incorrectly — wrong amount, duplicate charge, or they didn't cancel a subscription you requested.
For unauthorized charges, Bank of America's fraud team moves faster because federal law (the Fair Credit Billing Act) gives you strong protections. You're typically not responsible for unauthorized charges, and Bank of America usually rules in your favor within 10 business days. They may also issue you a new card number to prevent further fraud.
For merchant errors, the investigation takes longer because the merchant has a legitimate right to defend the charge. If you ordered something and it arrived, or you used a service and received it, the merchant can prove the charge was correct even if you dispute it. In these cases, Bank of America weighs the evidence from both sides.
When the merchant disagrees with your dispute
The merchant doesn't have to accept your dispute. They can respond with evidence that the charge was legitimate. Common examples: a tracking number showing the package was delivered to your address, a receipt with your signature, or a record that you logged into your account and used the service.
If the merchant provides strong evidence, Bank of America may rule against you. The temporary credit they gave you will be removed, and the charge goes back on your account. You'll receive written notice of their decision, usually by mail or through your online account.
This doesn't mean you're out of options. If you believe Bank of America made the wrong call, you can file a second dispute (called a chargeback) through your credit card network — Visa, Mastercard, American Express, or Discover. This is a more formal process and requires stronger evidence, but it's your right if you think the first decision was wrong.
How to gather evidence before you dispute
The stronger your case, the faster Bank of America will rule in your favor. Before you report a dispute, collect anything that supports your claim. If the charge is unauthorized, gather any evidence that your card was compromised — when you first noticed the charge, whether your card was lost or stolen, or if you've seen other suspicious charges. If it's a merchant error, save your order confirmation, receipts, emails from the merchant, screenshots of the product listing showing a different price, or proof that you cancelled a subscription.
For "item not received" disputes, have your tracking information ready. If the package shows it was delivered but you never got it, that's important — it means the merchant fulfilled their part, but there's a delivery problem. For "item not as described" disputes, take screenshots of what the listing promised versus what you received.
Write down the date you first noticed the problem, what you did about it (did you contact the merchant? what did they say?), and the date you're filing the dispute. Bank of America wants to see that you tried to resolve it with the merchant first, so mention any emails or calls you made.
Protecting yourself from future disputes
Most disputes are preventable. When you shop online, use a credit card instead of a debit card — credit cards have stronger fraud protections under federal law. Keep receipts and order confirmations for at least 60 days after a purchase. For subscriptions, set a calendar reminder before the renewal date so you can cancel if you want to.
If you're buying from an unfamiliar merchant, check their return policy and contact information before you buy. If something feels off — no phone number, no physical address, prices that seem too good to be true — that's a warning sign. Read reviews on independent sites, not just the merchant's own website.
Monitor your statements regularly. Many people catch fraud weeks or months after it happens, which makes disputes harder. Bank of America lets you set up transaction alerts through your online account or app — you can get notified of any charge over a certain amount, or any charge at all. The sooner you spot a problem, the sooner you can report it.
What to do if Bank of America denies your dispute
If Bank of America rules against you and you disagree, you have options. First, ask Bank of America in writing why they denied your dispute. Their written decision should explain what evidence they reviewed and why they sided with the merchant. Sometimes their reasoning reveals a gap in your case that you can address in an appeal.
You can file a second dispute (a chargeback) with your credit card network — Visa, Mastercard, American Express, or Discover. This is a more formal process with stricter rules, but it's your right. You'll need to provide detailed evidence and explain why you believe Bank of America's decision was wrong. The network will review both Bank of America's investigation and your new evidence.
If the charge is very large or the merchant is clearly acting in bad faith, you might also consider small claims court or reporting the merchant to your state's attorney general or the Federal Trade Commission. These are slower routes, but they're available if the dispute amount justifies the effort.
Frequently Asked Questions
How long do I have to dispute a charge?
You have up to 60 days from the date the charge appeared on your Bank of America statement. This is the federal important date under the Fair Credit Billing Act. After 60 days, Bank of America is no longer required to investigate, though they may still help you if you contact them.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your credit score. Your score is based on your payment history, credit utilization, and other factors — not on disputes you file. Bank of America's investigation is internal and doesn't involve credit bureaus.
Can I dispute a charge if I authorized it but changed my mind?
Technically, yes, but Bank of America will likely rule against you. If you ordered something, received it, and now regret the purchase, that's a buyer's remorse situation, not a billing error. The merchant can prove you authorized the charge and received the item. Your better option is to contact the merchant directly and ask about their return policy.
What if the merchant goes out of business before Bank of America finishes investigating?
Bank of America will still complete the investigation. If the merchant is unreachable or unresponsive, that actually strengthens your case — it shows they're not defending the charge. In many cases, Bank of America will rule in your favor if the merchant doesn't respond within a reasonable timeframe.
Do I need to dispute the charge in writing, or is a phone call enough?
A phone call is enough to start the dispute, but follow it up by reporting it through your online account or app. This creates a written record that Bank of America can reference. If you only call, there's no documentation if there's a disagreement later about what you reported or when.