{"id":"bank-of-america","page":"https://escalate.alexgaoth.com/#/c/bank-of-america","html":"https://escalate.alexgaoth.com/c/bank-of-america/","generated":"2026-10-15","company":{"id":"bank-of-america","name":"Bank of America","aliases":["bofa","boa","bank of america na","bankofamerica"],"sector":"bank","parent":"Bank of America Corporation","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go","official_domains":["bankofamerica.com","bofa.com"],"security":{"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-international-phone","type":"phone","label":"Credit card customer service from outside the U.S.","value":"+1-302-738-5719","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"International cell phone roaming charges may apply.","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-phone","type":"phone","label":"Credit card billing inquiries","value":"+1-866-266-0212","purposes":["billing_error","transaction_dispute"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Checking and savings, international collect","value":"+1-315-724-4022","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Report fraudulent ATM or debit card charges","value":"+1-877-366-1121","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"id":"dispute-credit-online","type":"portal","label":"Dispute a credit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?reason=hsdisputcard","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"},{"id":"dispute-debit-online","type":"portal","label":"Dispute an ATM or debit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?requestFrom=search&reason=disputeatmcheckcard","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"Write to us (checking and savings)","value":"Bank of America, PO Box 25118, Tampa, FL 33622-5118","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"social-x","type":"social","label":"Direct message @BofA_Help on X","value":"https://x.com/BofA_Help","purposes":["poor_service"],"hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat 9 a.m.-6 p.m. ET, Sun 8 a.m.-5 p.m. ET","notes":"Never post account numbers publicly.","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone"},{"rung":"written_complaint","channel":"card-billing-inquiries-mail","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant first, then dispute the posted charge online, by phone or by mail within 60 days of the statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first. Bank of America says merchants can often resolve the issue faster."},{"do":"Wait until the charge posts. Only posted transactions can be disputed."},{"do":"Start the dispute in Online or Mobile Banking.","channel":"dispute-credit-online"},{"do":"Or call credit card billing inquiries, or write to the billing inquiries address.","channel":"card-billing-inquiries-mail"},{"do":"If Bank of America does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Most credit card transactions must be disputed within 60 days of the date of the statement on which the error appeared.","issues":["transaction_dispute","billing_error"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"kind":"process","claim":"Only posted transactions can be disputed; pending charges are temporary and may change.","issues":["transaction_dispute"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"kind":"process","claim":"You can dispute a credit card charge through Mobile or Online Banking, by phone, or by mail.","issues":["transaction_dispute","billing_error"],"source":"https://info.bankofamerica.com/en/digital-banking/manage-your-credit-card-account","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report the card lost or stolen by phone at once; locking the card in the app is not enough.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a credit card, call the 24/7 credit card line and report the card lost or stolen.","channel":"card-services-phone"},{"do":"For an ATM or debit card, call the debit fraud line, or dispute online.","channel":"debit-fraud-phone"},{"do":"If Bank of America does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"For a lost or stolen credit card, Bank of America states \"You won't be liable for any fraudulent charges.\"","issues":["unauthorized_charge","fraud"],"source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"kind":"process","claim":"Locking your account is not a replacement for reporting your card lost or stolen.","issues":["unauthorized_charge","fraud"],"source":"https://info.bankofamerica.com/en/digital-banking/manage-your-credit-card-account","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the line for the account type at once, then report to the FTC.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For credit card fraud, sign in to Online Banking and follow the instructions, or call the credit card line.","channel":"card-services-phone"},{"do":"For ATM or debit fraud, call the debit fraud line.","channel":"debit-fraud-phone"},{"do":"For other accounts, call the general line.","channel":"banking-phone"},{"do":"Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Ask for a courtesy reversal by phone, then in writing.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Call and ask for a courtesy reversal of the fee.","channel":"banking-phone"},{"do":"If refused, write to the checking and savings address.","channel":"banking-mail"},{"do":"Complain to the CFPB if the fee breaks the account terms.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Bank of America says it won't charge a fee when it declines or returns an item unpaid due to insufficient funds.","issues":["fee_reversal"],"source":"https://www.bankofamerica.com/deposits/overdraft-services-faqs/","last_verified":"2026-10-12"},{"kind":"fee","claim":"There is no cost to set up Balance Connect for overdraft protection and no transfer fees when you use it.","issues":["fee_reversal"],"source":"https://www.bankofamerica.com/deposits/overdraft-services-faqs/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Restricted funds are not available until the restriction ends; if the bank closes the account it returns the balance by one of the listed methods.","evidence":["notices from Bank of America","balance when restricted","proof of identity"],"steps":[{"do":"Call and ask why the account is restricted and what the bank needs to lift it.","channel":"banking-phone"},{"do":"If the account is being closed, ask in writing how the remaining balance will be returned.","channel":"banking-mail"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"The Bank of America Deposit Agreement says funds subject to a dispute or legal process, or restricted in any way, including for suspected unauthorized activity, are not available to authorize or pay your items.","issues":["frozen_funds"],"source":"https://www.bankofamerica.com/salesservices/deposits/resources/deposit-agreements/","last_verified":"2026-10-12"},{"kind":"policy","claim":"When an account with money in it is closed, Bank of America may hold the funds for pickup, apply them to outstanding items or claims, deposit them in another of your accounts, or mail you a check at the address on file.","issues":["frozen_funds"],"source":"https://www.bankofamerica.com/salesservices/deposits/resources/deposit-agreements/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute in writing to the billing inquiries address within 60 days of the statement.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Start the dispute online or call credit card billing inquiries.","channel":"card-billing-inquiries-phone"},{"do":"Send a written notice with your name, account number, the amount and why it is wrong.","channel":"card-billing-inquiries-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"facts":[{"kind":"deadline","claim":"The BankAmericard agreement's billing rights notice says to write to Bank of America, P.O. Box 672050, Dallas, TX 75267-2050 within 60 days after the error appeared on your statement, and at least 3 business days before an automated payment to stop it.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the merchant before disputing a credit card charge; the merchant may resolve it faster.","issues":["transaction_dispute"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."]},"playbooks":{"transaction_dispute":{"company":{"id":"bank-of-america","name":"Bank of America","sector":"bank","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go"},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Contact the merchant first, then dispute the posted charge online, by phone or by mail within 60 days of the statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first. Bank of America says merchants can often resolve the issue faster."},{"do":"Wait until the charge posts. Only posted transactions can be disputed."},{"do":"Start the dispute in Online or Mobile Banking.","channel":{"id":"dispute-credit-online","type":"portal","label":"Dispute a credit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?reason=hsdisputcard","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}},{"do":"Or call credit card billing inquiries, or write to the billing inquiries address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"do":"If Bank of America does not resolve it, file a complaint with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-phone","type":"phone","label":"Credit card billing inquiries","value":"+1-866-266-0212","purposes":["billing_error","transaction_dispute"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"dispute-credit-online","type":"portal","label":"Dispute a credit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?reason=hsdisputcard","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"},{"id":"dispute-debit-online","type":"portal","label":"Dispute an ATM or debit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?requestFrom=search&reason=disputeatmcheckcard","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most credit card transactions must be disputed within 60 days of the date of the statement on which the error appeared.","issues":["transaction_dispute","billing_error"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"kind":"process","claim":"Only posted transactions can be disputed; pending charges are temporary and may change.","issues":["transaction_dispute"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"kind":"process","claim":"You can dispute a credit card charge through Mobile or Online Banking, by phone, or by mail.","issues":["transaction_dispute","billing_error"],"source":"https://info.bankofamerica.com/en/digital-banking/manage-your-credit-card-account","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The BankAmericard agreement's billing rights notice says to write to Bank of America, P.O. Box 672050, Dallas, TX 75267-2050 within 60 days after the error appeared on your statement, and at least 3 business days before an automated payment to stop it.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Contact the merchant before disputing a credit card charge; the merchant may resolve it faster.","issues":["transaction_dispute"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","warnings":[]},"unauthorized_charge":{"company":{"id":"bank-of-america","name":"Bank of America","sector":"bank","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report the card lost or stolen by phone at once; locking the card in the app is not enough.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a credit card, call the 24/7 credit card line and report the card lost or stolen.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"do":"For an ATM or debit card, call the debit fraud line, or dispute online.","channel":{"id":"debit-fraud-phone","type":"phone","label":"Report fraudulent ATM or debit card charges","value":"+1-877-366-1121","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"}},{"do":"If Bank of America does not resolve it, file a complaint with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-international-phone","type":"phone","label":"Credit card customer service from outside the U.S.","value":"+1-302-738-5719","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"International cell phone roaming charges may apply.","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Checking and savings, international collect","value":"+1-315-724-4022","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Report fraudulent ATM or debit card charges","value":"+1-877-366-1121","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"id":"dispute-credit-online","type":"portal","label":"Dispute a credit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?reason=hsdisputcard","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"},{"id":"dispute-debit-online","type":"portal","label":"Dispute an ATM or debit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?requestFrom=search&reason=disputeatmcheckcard","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"For a lost or stolen credit card, Bank of America states \"You won't be liable for any fraudulent charges.\"","issues":["unauthorized_charge","fraud"],"source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"kind":"process","claim":"Locking your account is not a replacement for reporting your card lost or stolen.","issues":["unauthorized_charge","fraud"],"source":"https://info.bankofamerica.com/en/digital-banking/manage-your-credit-card-account","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","warnings":[]},"fraud":{"company":{"id":"bank-of-america","name":"Bank of America","sector":"bank","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go"},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the line for the account type at once, then report to the FTC.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For credit card fraud, sign in to Online Banking and follow the instructions, or call the credit card line.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"do":"For ATM or debit fraud, call the debit fraud line.","channel":{"id":"debit-fraud-phone","type":"phone","label":"Report fraudulent ATM or debit card charges","value":"+1-877-366-1121","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"}},{"do":"For other accounts, call the general line.","channel":{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}},{"do":"Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-international-phone","type":"phone","label":"Credit card customer service from outside the U.S.","value":"+1-302-738-5719","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"International cell phone roaming charges may apply.","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Checking and savings, international collect","value":"+1-315-724-4022","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Report fraudulent ATM or debit card charges","value":"+1-877-366-1121","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"id":"dispute-debit-online","type":"portal","label":"Dispute an ATM or debit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?requestFrom=search&reason=disputeatmcheckcard","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","warnings":[]},"fee_reversal":{"company":{"id":"bank-of-america","name":"Bank of America","sector":"bank","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go"},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Ask for a courtesy reversal by phone, then in writing.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Call and ask for a courtesy reversal of the fee.","channel":{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}},{"do":"If refused, write to the checking and savings address.","channel":{"id":"banking-mail","type":"mail","label":"Write to us (checking and savings)","value":"Bank of America, PO Box 25118, Tampa, FL 33622-5118","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB if the fee breaks the account terms.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"Write to us (checking and savings)","value":"Bank of America, PO Box 25118, Tampa, FL 33622-5118","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Bank of America says it won't charge a fee when it declines or returns an item unpaid due to insufficient funds.","issues":["fee_reversal"],"source":"https://www.bankofamerica.com/deposits/overdraft-services-faqs/","last_verified":"2026-10-12"},{"kind":"fee","claim":"There is no cost to set up Balance Connect for overdraft protection and no transfer fees when you use it.","issues":["fee_reversal"],"source":"https://www.bankofamerica.com/deposits/overdraft-services-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","warnings":[]},"frozen_funds":{"company":{"id":"bank-of-america","name":"Bank of America","sector":"bank","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go"},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Restricted funds are not available until the restriction ends; if the bank closes the account it returns the balance by one of the listed methods.","evidence":["notices from Bank of America","balance when restricted","proof of identity"],"steps":[{"do":"Call and ask why the account is restricted and what the bank needs to lift it.","channel":{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}},{"do":"If the account is being closed, ask in writing how the remaining balance will be returned.","channel":{"id":"banking-mail","type":"mail","label":"Write to us (checking and savings)","value":"Bank of America, PO Box 25118, Tampa, FL 33622-5118","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}},{"do":"If the funds are not released, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"Write to us (checking and savings)","value":"Bank of America, PO Box 25118, Tampa, FL 33622-5118","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"The Bank of America Deposit Agreement says funds subject to a dispute or legal process, or restricted in any way, including for suspected unauthorized activity, are not available to authorize or pay your items.","issues":["frozen_funds"],"source":"https://www.bankofamerica.com/salesservices/deposits/resources/deposit-agreements/","last_verified":"2026-10-12"},{"kind":"policy","claim":"When an account with money in it is closed, Bank of America may hold the funds for pickup, apply them to outstanding items or claims, deposit them in another of your accounts, or mail you a check at the address on file.","issues":["frozen_funds"],"source":"https://www.bankofamerica.com/salesservices/deposits/resources/deposit-agreements/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","warnings":[]},"billing_error":{"company":{"id":"bank-of-america","name":"Bank of America","sector":"bank","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute in writing to the billing inquiries address within 60 days of the statement.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Start the dispute online or call credit card billing inquiries.","channel":{"id":"card-billing-inquiries-phone","type":"phone","label":"Credit card billing inquiries","value":"+1-866-266-0212","purposes":["billing_error","transaction_dispute"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"do":"Send a written notice with your name, account number, the amount and why it is wrong.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-phone","type":"phone","label":"Credit card billing inquiries","value":"+1-866-266-0212","purposes":["billing_error","transaction_dispute"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"dispute-credit-online","type":"portal","label":"Dispute a credit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?reason=hsdisputcard","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The BankAmericard agreement's billing rights notice says to write to Bank of America, P.O. Box 672050, Dallas, TX 75267-2050 within 60 days after the error appeared on your statement, and at least 3 business days before an automated payment to stop it.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address.","channel":{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"security":{"official_domains":["bankofamerica.com","bofa.com"],"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Bank of America — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/bank-of-america.md","markdown":"## In short\n\nDispute card charges online or by phone, and put a credit card billing error in writing to keep your legal rights. Report debit card, Zelle and checking fraud on the fraud lines at once. Bank of America has no published complaint or executive channel, so the CFPB is the usual escalation: in the 12 months to June 2026 it closed 23.7% of CFPB complaints with monetary relief, a higher share than Chase, Wells Fargo, Citi, Capital One, American Express or Synchrony. It is a national bank, so the OCC is the next rung. Never act on a call or text that asks you to move money; call the number on your card.\n\n## How complaints actually go\n\n- Bank of America's contact page lists no complaint form, complaint address or executive office. It offers online dispute forms for card transactions, messages to @BofA_Help on X and on Facebook and Instagram, and branch appointments. [Bank of America: contact us](https://www.bankofamerica.com/customer-service/contact-us/)\n- A CFPB complaint goes to the bank for a response, generally within 15 days; a response after 15 days (or after 60 days if the bank asks for more time) is recorded as not timely. In the 12 months to June 2026, 157 of 23,334 Bank of America complaints were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Bank of America, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint after the bank's own channel fails: in the 12 months to June 2026, 6,708 of 23,334 complaints (28.7%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Check old statements for repeat fees on the same returned item. In 2023 the CFPB ordered the bank to refund about $80.4 million of repeat $35 NSF fees charged each time a merchant re-presented the same declined check or ACH item (September 2018 to February 2022), and fined it $60 million; the OCC fined it a further $60 million. [CFPB enforcement action, July 11, 2023](https://www.consumerfinance.gov/enforcement/actions/bank-of-america-n-a-fees/)\n- For Zelle scam losses, a state attorney general complaint is another route. The New York Attorney General sued Zelle's operator, Early Warning Services (owned by banks including Bank of America), on August 13, 2025. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n\n## Traps and fine print\n\n- Provisional credit is not final. If the bank finds no error on a debit or electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If the bank decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- A separate 2023 CFPB order found the bank opened credit card accounts without consent (and pulled credit reports to do it) and denied advertised sign-up bonuses to people who applied by phone or in a branch; it carried a $30 million penalty. Check your credit report for cards you did not request. [CFPB enforcement action, July 11, 2023](https://www.consumerfinance.gov/enforcement/actions/bank-of-america-n-a-sales-practices-credit-card-rewards/)\n- The CFPB's lawsuit against Bank of America, Chase, Wells Fargo and Early Warning Services over Zelle fraud (filed December 20, 2024) was voluntarily dismissed with prejudice on March 4, 2025. Do not cite it as a basis for reimbursement. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/early-warning-services-llc-bank-of-america-na-jpmorgan-chase-bank-na-wells-fargo-bank-na/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"BANK OF AMERICA, NATIONAL ASSOCIATION\": 23,334. Top products: checking or savings 8,320, credit card 5,461, credit reporting 4,708, debt collection 2,137, money transfer 1,473. Top issues: managing an account 4,938, incorrect information on a report 2,982, a purchase shown on a statement 2,437, the company's investigation into an existing problem 1,210. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 23,334 complaints, 16,622 (71.2%) closed with explanation, 5,522 (23.7%) with monetary relief and 1,186 (5.1%) with non-monetary relief; 3 were untimely responses and 1 was in progress. 23,177 (99.3%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2026 U.S. Credit Card Satisfaction Study: Bank of America ranked third among national issuers with 630 points out of 1,000, behind American Express (668) and Chase (635). [FF News, August 17, 2026](https://ffnews.com/news/financial-stress-deepens-divide-among-u-s-credit-card-customers-according-to-jd--43c68b30)\n\n## Scams that target customers\n\n- Impostors contact you by phone, text, email or social media message and claim an urgent problem, such as fraud on your account. Bank of America says to call a trusted number, such as the one on your card or statement. [Bank of America: scam prevention](https://web.bankofamerica.com/en/security/scam-prevention)\n- If you responded to a suspicious call, text or email, call the number on your card or statement. Forward emails or texts that use Bank of America's name to abuse@bofa.com, and forward suspicious texts to your carrier at 7726 (SPAM). [Bank of America: report suspicious activity](https://web.bankofamerica.com/en/security/report-suspicious-activity)\n- Scam losses through Zelle are a known pattern: the New York Attorney General alleges Zelle users lost over $1 billion to scams between 2017 and 2023, partly because sign-up let scammers pose as trusted businesses or government agencies. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}