--- company: bank-of-america title: Bank of America — how complaints actually go last_verified: 2026-10-12 --- ## In short Dispute 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. ## How complaints actually go - 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/) - 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) - 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) ## What tends to work - 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) - 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/) - 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) ## Traps and fine print - 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/) - 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/) - 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/) - 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/) ## By the numbers - 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) - 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) - 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) - 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) ## Scams that target customers - 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) - 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) - 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)