A disputed transaction is a charge you tell Bank of America you did not authorize or recognize
When you dispute a transaction, you are formally notifying the bank that a charge on your account either was not made by you, was made without your permission, or was processed incorrectly. Bank of America then investigates whether the merchant charged you properly and whether you are may have access to to a refund. The bank does not automatically reverse the charge while investigating — that depends on the type of dispute and how quickly you report it.
The word "dispute" on your statement or in your account means the bank has received your claim and opened an investigation file. You will see this status in your transaction history, and the bank will assign you a case number to track the investigation.
Key Takeaways
- A dispute is your formal claim that a transaction was unauthorized, made by someone else, or processed incorrectly, and the bank investigates your claim.
- Bank of America may place a temporary credit in your account while investigating, but this is not automatic and depends on the transaction type and how quickly you reported it.
- You must report unauthorized charges within 60 days of the statement date they appear on, or you lose the right to dispute them.
- The investigation typically takes 10 business days, though complex cases can extend to 45 days, and the bank will contact you with the outcome.
- If the bank rules against you, the temporary credit is removed and you are responsible for the charge again.
The difference between a dispute and a chargeback
A dispute is what you file with Bank of America directly. A chargeback is what happens if the bank's investigation finds in your favor — the bank then contacts the merchant's bank and reverses the charge through the payment network (Visa, Mastercard, or another processor). You do not file a chargeback yourself; the bank does that on your behalf if the dispute is upheld.
If you dispute a transaction and Bank of America determines the merchant did charge you correctly and you authorized the purchase, the dispute is closed and you remain responsible for the charge. The merchant does not face a chargeback in this case.
What happens to your money during the investigation
Bank of America may issue a provisional credit — a temporary refund — while investigating. This is not may provide. The bank is more likely to offer a provisional credit if you reported the charge within 30 days, if the transaction is clearly suspicious (a charge from a country you have never visited, for example), or if you have a strong account history with no previous disputes.
If you receive a provisional credit, it appears in your account when ready, but it is temporary. If the bank's investigation concludes that the merchant charged you correctly and you authorized the transaction, the bank removes the provisional credit and you owe the money again. The bank will notify you in writing before removing it.
If no provisional credit is issued, the charge remains on your account throughout the investigation. You are still responsible for paying your bill on time, even while disputing the charge.
How Bank of America investigates a disputed transaction
When you file a dispute, the bank requests documentation from the merchant — the original authorization record, the signed receipt (if applicable), and proof of delivery or service. The merchant has a set window to respond, usually 10 to 15 days. Bank of America compares what the merchant provides against your account and your claim.
The bank looks for specific evidence: whether your card was physically present, whether the merchant obtained your authorization, whether the charge matches the amount you agreed to, and whether the merchant delivered what was promised. If the merchant cannot produce documentation proving you authorized the charge, the bank is more likely to rule in your favor.
You may be asked to provide additional information — a copy of your receipt, correspondence with the merchant, or a statement about why you believe the charge is unauthorized. Respond promptly; delays can slow the investigation.
Timeline for dispute resolution
Bank of America must complete its investigation within 10 business days of receiving your dispute, though the law allows up to 45 days for complex cases. The bank will contact you with the outcome in writing, either by mail or through your online account.
If the bank rules in your favor, the charge is reversed permanently and any provisional credit becomes permanent. If the bank rules against you, you will be notified that the dispute is closed and you remain responsible for the charge. At that point, you can no longer dispute the same transaction with the bank, though you may have other options depending on the circumstances.
When you cannot dispute a transaction
You lose the right to dispute a transaction if more than 60 days pass from the date the charge appears on your statement. Bank of America will not investigate disputes filed after this important date, even if the charge was unauthorized. This is a federal requirement, not a Bank of America policy.
You also cannot dispute a transaction if you authorized it, even if you later regret the purchase or the merchant did not deliver as promised. Buyer's remorse is not grounds for a dispute. If a merchant fails to deliver goods or services you paid for, you may have a claim against the merchant directly, but that is a separate matter from a bank dispute.
What to do if your dispute is denied
If Bank of America investigates and rules that you authorized the charge or that the merchant provided the service, the dispute is closed. If a provisional credit was issued, it will be removed from your account. You will receive written notice of the decision.
At this point, your options depend on the type of transaction. If the merchant failed to deliver goods or services, you may be able to file a complaint with your state's attorney general or with the Federal Trade Commission. If the charge was made by someone with access to your card or account information, you should change your passwords and monitor your account for additional unauthorized charges. If you believe the bank made an error in its investigation, you can request that it reconsider, though this is rarely successful.
Frequently Asked Questions
How do I file a dispute with Bank of America?
Log into your Bank of America account online or through the mobile app, find the transaction you want to dispute, and select the option to report it as unauthorized or incorrect. You can also call the number on the back of your card or visit a branch. The bank will ask you to describe the issue and may request documentation.
Will Bank of America refund me while investigating?
The bank may issue a provisional credit, but it is not automatic. You are more likely to receive one if you report the charge quickly, if the transaction appears clearly fraudulent, or if you have a good account history. Even with a provisional credit, you remain responsible for the charge if the investigation rules against you.
What if the merchant says I authorized the charge?
Bank of America will ask the merchant to provide proof — a signed receipt, an authorization record, or delivery confirmation. If the merchant cannot produce documentation, the bank is more likely to rule in your favor. If the merchant does provide proof and it matches your account, the dispute will likely be denied.
Can I dispute the same transaction twice?
No. Once Bank of America completes its investigation and closes the dispute, you cannot file another dispute for the same charge. If you believe the bank made an error, you can request reconsideration, but this is a separate process and rarely overturns the original decision.
What happens if I miss the 60-day important date?
You lose the right to dispute the transaction with the bank. Bank of America will not investigate charges reported more than 60 days after they appear on your statement. This important date is set by federal law and cannot be extended.