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Credit Card Security Features FAQs

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What's a credit card dispute?What should I do before I submit a credit card dispute?How do I submit a credit card dispute?What happens after I submit my credit card dispute?How do I check the status of my credit card dispute?What do I do if I don't recognize the merchant listed on my statement?What if I think my credit card number is being fraudulently used?How long must I wait for reimbursement of fraudulent charges?What if my credit card is lost or stolen?What can I do to protect my account information?Can anyone else see my account information?What is a digital wallet?What is a virtual card?What's the difference between a virtual card and my physical credit card?
What's a credit card dispute?

If you believe that a credit card transaction has been posted to your account in error, you may submit a credit card dispute within 60 days of the date that appears on the transaction statement or receipt. We will research the transaction with the merchant and their bank and contact you with the results. No fees or interest will be incurred on the disputed charge during the dispute process. If the transaction was posted in error, we will correct your account. If the transaction was not posted in error, we will inform you of any interest or fees incurred during the dispute process.

What should I do before I submit a credit card dispute?

Before submitting a credit card dispute you should sign in to Online Banking and view the details of the specific credit card transaction in question (found by selecting the transaction-specific link in the Activity tab on your account overview page). Disputed charges are often legitimate charges that customers may not recognize or remember.

Calling the merchant before submitting a credit card dispute may resolve your claim faster (we may also require information from the merchant to process a claim, so contacting them directly may save you time). You can typically find the merchant’s contact information on your receipt or billing statement.

In addition, please check with anyone who has access to your account. If you suspect that your information was stolen, please call us at 800.472.7970 to file a claim. For your protection we will close your account to prevent further use, open a new account and issue you a new credit card.

How do I submit a credit card dispute?

Before initiating a claim, consider calling the merchant first, as they may resolve your claim faster (we may also require information from the merchant to process a claim, so contacting them directly may save you time). Additionally, please note that only posted transactions can be disputed (pending charges are temporary and may change), so if you have any immediate concerns about a pending charge, you may want to contact the merchant. You can typically find the merchant’s contact information on your receipt or billing statement.

Online Banking customers can submit most credit card disputes directly from the transaction detail found in the Activity tab on your credit card account page, or from the Dispute a transaction link on the Information & Services tab.

To access the credit card dispute process, sign in to Online Banking.

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dispute link location

Timely notification is important. Most transactions must be disputed within 60 days of the date of your statement on which the error appeared. If you did not provide your account information to the merchant in question and suspect that your information was stolen, please contact us immediately.

While our online dispute process is the easiest and fastest way for you to submit a claim, you may also write or call us. Please visit our credit card customer service page for additional information.

What happens after I submit my credit card dispute?

Once you submit your dispute, we will research the transaction with the merchant and its bank and contact you with the results.

In some cases, we may contact you by phone, electronic correspondence or conventional mail if additional information is required to support your claim. Most often we will contact you via U.S. mail, and an electronic copy of the same correspondence will be sent to you through the Online Banking message center along with an email alert to the email address associated with your Online Banking account. Due to the time-sensitive nature of the dispute process, it is important that you reply to all requests for more information within the requested timeframe.

The length of the dispute process depends on the complexity of the dispute and the nature of any additional required information. During the process, you may track the status of your dispute online via the message center. To access your message center, sign in to Online Banking and select the Message center link in the Help & Support menu.

We process disputes according to billing error procedures that are governed by federal law and outlined in your credit card agreement.

After you submit your dispute, we may recalculate your minimum payment based on the total balance minus any balance in dispute. You may withhold payment on the disputed amount (and related charges) during the investigation. You must pay any part of the bill not in question, including finance charges on the undisputed amount.

If you're set up for AutoPay or have a scheduled payment in 3 or more days, we'll review whether the scheduled amount needs to be adjusted in light of the dispute. If so, we'll reduce the scheduled payment amount to prevent you from paying into the disputed amount.

We take your business seriously and will do everything we can to help resolve a dispute in a timely and thorough manner.

How do I check the status of my credit card dispute?

You can track the status of your dispute in your Online Banking Messaging Center. The Claims Message Center allows you to track individual disputes as well as receive and reply to requests for additional information.

What do I do if I don't recognize the merchant listed on my statement?

Some merchants may bill under a name other than their operating name or from a state different than where you made your purchase. If you have questions about the transaction, please contact the merchant directly.

To view details of your specific credit card transactions, sign in to Online Banking and select the transaction-specific link in the Activity tab on your account overview page. You can typically find the merchant’s contact information on your receipt or billing statement.

What if I think my credit card number is being fraudulently used?

While an unauthorized charge on your credit card can be an indication of fraudulent use, often a single unauthorized charge is the result of merchant error. Before reporting fraud, contacting the merchant might resolve the error.

If you believe your credit card number is being fraudulently used, call us immediately at 800.427.2449 (outside the U.S. call us collect at 1.302.738.5719).

How long must I wait for reimbursement of fraudulent charges?

If your card is lost or stolen, your account will be credited promptly, often as soon as the end of the next day, for fraudulent transactions. Please note—Claims may only be filed by accountholder against posted and settled transactions subject to dollar limits and verification, including providing requested information supporting fraudulent use claim. Credit card claims reported and received during weekdays after 6:00 p.m. CST, on weekends or holidays, after 60 days of the date of the statement on which the transaction appears or online will not be eligible for next-day credit.

What if my credit card is lost or stolen?

To report a lost or stolen credit card: Sign in to Online Banking to report your lost or stolen credit card. You can also call 800.732.9194 (outside the continental U.S. call international collect 1.757.677.4701) 24/7. You won't be liable for any fraudulent charges. We’ll cancel your card and send you a replacement immediately.

What can I do to protect my account information?

Regularly monitoring your account activity is the best way to help detect if you have been a victim of fraud. Bank of America's Online Banking service allows you to access and review your account activity at your convenience, and signing up for electronic statements may also help reduce your risk of mail fraud.

Download the Bank of America Mobile Banking app and allow push alerts for more secure communication about your accounts. Keep your contact information, especially cell and email, current. Review and respond to alerts promptly. Turn on location services when making a purchase or signing in and allow location-based anti-fraud and security permissions.

Learn more about setting up custom alerts

At Bank of America, we take your security seriously. That's why our accounts come with security features that help protect your information.

Please view the What you need to do tab of our Account & Card Security page for ways you can help protect your account information.

Can anyone else see my account information?

No. Unless you share your ID and Passcode, no one can access your account information online. It is extremely important that you treat your Passcode with the same level of protection as you treat your ATM PIN. Do not share your Passcode with anyone unless you want them to have access to your accounts. Memorize your Passcode; do not write it down.

What's the difference between a virtual card and my physical credit card?

A virtual card is the digital form of your physical credit card; it has a unique card number stored within a digital wallet that's different from the physical card number, so it can’t be accessed from your digital wallet if your mobile device is lost or stolen. You can use your virtual card with your digital wallet to conveniently make purchases, just like with your physical credit cards. You still get all the rewards, benefits and protections your physical card provides.

Please note that the last 4 digits of your virtual card will be different than the last 4 digits of your physical card (something to keep in mind if you need to return an item purchased with your virtual card; the receipt for that purchase should display the last 4 digits of your virtual card). You can find your virtual card number in your digital wallet, which stores information about your physical debit and credit cards so you can easily make purchases at participating merchants. The following digital wallets use virtual cards:


Learn more about Apple Pay® »

Learn more about Google Pay »

Learn more about Samsung Pay »

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