A dispute transaction is a formal claim you file with Bank of America saying a charge on your account was unauthorized, fraudulent, or incorrect.
When you dispute a transaction, you are telling the bank that either you did not make the purchase, the merchant charged you the wrong amount, or the transaction never completed but you were charged anyway. Bank of America then investigates your claim, contacts the merchant, and decides whether to refund you. The dispute process is your main tool for recovering money from transactions you did not authorize or that went wrong.
The dispute is not the same as a chargeback. A dispute is your initial report to the bank. If the bank sides with you, they refund the money directly. A chargeback is what happens if the merchant disagrees with the dispute and fights back — then the card network (Visa, Mastercard, etc.) steps in to make a final decision.
Key Takeaways
- You can dispute a transaction through Bank of America's website, mobile app, or by calling customer service, and the bank will investigate within 10 business days.
- Fraudulent charges (someone else used your card) and merchant errors (wrong amount charged, duplicate charge) are the two main reasons to dispute.
- Bank of America will usually issue a provisional refund within two business days while they investigate, so you get your money back quickly even if the investigation takes longer.
- The merchant has the right to respond to your dispute with evidence that the charge was valid, and if they do, the bank may reverse the refund.
- Disputes must be filed within 60 days of the transaction appearing on your statement, or you lose the right to dispute it.
When to file a dispute versus other options
Not every problem with a transaction requires a dispute. If you simply want to cancel an order or return something you bought, contact the merchant directly first — that is faster and does not trigger an investigation. A dispute is for situations where the merchant will not help you or where you were not the one who made the purchase.
File a dispute if: someone used your card without permission, a merchant charged you twice for one purchase, the merchant charged a different amount than what you agreed to, or you returned an item but were never refunded. Do not file a dispute if you simply changed your mind about a purchase or if you are unhappy with the quality of something you received — those are merchant service issues, not transaction errors.
How to start a dispute on Bank of America
Log into your Bank of America account online or open the mobile app. Find the transaction you want to dispute in your recent activity or transaction history. Click or tap on the transaction, then look for an option that says "Report as Unauthorized" or "Dispute This Transaction." You will be asked to choose the reason for the dispute from a list: unauthorized use, fraudulent charge, merchant error, or other.
Describe what happened in the text box provided. Be specific: if someone used your card without permission, say when you discovered it was missing or when you noticed the charge. If a merchant charged you twice, give both transaction dates. If the amount is wrong, state what you were charged and what you should have been charged. Submit the dispute, and Bank of America will send you a confirmation number.
If you cannot dispute online, call Bank of America's fraud department at the number on the back of your card. Have your card number, the transaction date, and the amount ready. The representative will file the dispute over the phone and give you a reference number.
What happens after you file
Bank of America will send you a letter within three business days confirming that your dispute was received. In most cases, the bank will issue a provisional credit — a temporary refund — within two business days. This money goes back into your account while the investigation happens, so you are not out the funds while waiting.
The bank then contacts the merchant and asks them to provide proof that the charge was valid. The merchant has up to 10 business days to respond. If the merchant does not respond or cannot prove the charge was legitimate, the provisional credit becomes permanent and you keep the money. If the merchant provides evidence that you authorized the charge or that the transaction was completed as agreed, the bank may reverse the credit and put the charge back on your account.
The entire investigation typically takes 10 business days, though it can extend to 45 days in some cases. Bank of America will notify you by mail or through your account when the investigation is complete and tell you whether the dispute was upheld or denied.
Fraudulent charges versus merchant errors
A fraudulent charge means someone else used your card or card number without your permission. This includes charges from a lost or stolen card, unauthorized online purchases, or identity theft. Bank of America has strong fraud protection for these situations, and you are generally not liable for unauthorized charges if you report them promptly.
A merchant error is when the business made a mistake: they charged you twice, charged the wrong amount, or charged you after you cancelled. These disputes are also valid, but the merchant may have documentation showing you authorized both charges or that the amount was correct. If you have your receipt or confirmation email showing a different amount, include that information when you file the dispute.
What happens if the merchant disputes your dispute
If the merchant responds to your dispute with proof that the charge was valid, Bank of America will review their evidence. If the bank agrees with the merchant, they will reverse the provisional credit and the charge goes back on your account. You will receive notice of this decision in writing.
At this point, you have the right to escalate to a chargeback, which means the card network (Visa or Mastercard) will review the dispute and make a final decision. This process takes longer — usually 30 to 60 additional days — but it is your last option if you believe the merchant's evidence is false or incomplete. You do not need to do anything to start a chargeback; Bank of America will handle the escalation if you request it after the initial dispute is denied.
Protecting yourself from future unauthorized charges
After you dispute a fraudulent charge, take steps to prevent it from happening again. If your card was stolen or lost, request a replacement card immediately. Bank of America will cancel the old card and send you a new one with a different number within 7 to 10 business days. If your card number was compromised but the card itself is safe, you can still request a new card for peace of mind.
Check your account regularly for unfamiliar charges. Set up account alerts through the Bank of America app to notify you of large purchases or transactions in specific categories. If you use your card online, use strong, unique passwords for each merchant account and enable two-factor authentication when available. Monitor your credit report through AnnualCreditReport.com to catch signs of identity theft early.
Frequently Asked Questions
How long do I have to dispute a transaction?
You must file a dispute within 60 days of the transaction appearing on your statement. After 60 days, Bank of America will not investigate the claim. Mark your calendar or set a phone reminder if you notice an unauthorized charge.
Will I get my money back while the dispute is being investigated?
Usually yes. Bank of America typically issues a provisional credit within two business days, so you have access to the money while the bank investigates. If the merchant proves the charge was valid, the bank will reverse the credit and the charge goes back on your account.
What if I dispute a transaction and the merchant says I authorized it?
If the merchant provides a signed receipt, email confirmation, or other proof that you authorized the purchase, Bank of America may side with the merchant and deny your dispute. You can then request a chargeback through the card network, which is a second level of review.
Can I dispute a transaction if I am unhappy with what I bought?
No. Disputes are for unauthorized charges or merchant errors, not for buyer's remorse. If you are unhappy with a purchase, contact the merchant about a return or refund. If they refuse, you may have other options like a credit card chargeback, but a transaction dispute is not the right tool.
What should I do if the same fraudulent charge appears multiple times?
Dispute each charge separately through Bank of America. Also contact the merchant or the company whose name appears on the charge and demand they stop billing you. If the charges continue after you dispute them, call Bank of America's fraud department to report ongoing fraud and request a new card number.