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Credit Card FAQs

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  • There are three ways to submit credit card disputes:

    Online
    To dispute a credit card transaction online, log in to Online Banking and go to the Information & Services tab for your account.

    Phone
    To dispute a credit card transaction by phone, please call 1.866.266.0212. Calling does not preserve your billing rights under the Fair Credit Billing Act; however, we will investigate your dispute in the same manner.
     
    Before you call, please have your statement on which the disputed charge appears, your receipt from the merchant and any other relevant information. If possible, please also have the last four digits of the reference number available.
     
    Mail
    You may contact us in writing at:
     
    Attn: Billing Inquiries
    PO Box 982234
    El Paso, TX 79998-2234

    Write to us as soon as possible. Don't send the notice on or with your payment. In your letter, please include the following information:

    • Your name and account number
    • The dollar amount of the suspected error
    • The posting date of the transaction
    • A description of the error and an explanation of why you believe there is an error

    Timely notification is important. Most transactions must be disputed within 60 days of the date of your statement where the error appeared. If you believe there is unauthorized use on your account, please contact us immediately.
     
    Many times disputed charges are legitimate charges that customers may not recognize or remember. Before disputing a charge, we recommend you attempt to resolve the dispute with the merchant. Often the merchant can answer your questions and easily resolve your dispute. The merchant's phone number may be located on your receipt or billing statement.
     
    One way to check for the credits or to view transaction details is to look at your account statements online after you sign in to Online Banking.

    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.

    A quick call to the merchant can often answer your questions and easily resolve your credit card dispute. The merchant's phone number may be located on your receipt or billing statement. If the merchant is able to resolve the matter, your account will be credited normally within 30 days. However, if this is not resolved, you may want to submit a dispute.

    If you've signed up for online access to your account information, you may obtain additional information regarding a disputed transaction by pulling up the individual transaction detail. This detail may include the merchant's name, location, telephone number and other information to assist you with your disputed claim.

    On your behalf, our dispute department will research the transaction with the merchant and its bank and contact you with the results. We take your business seriously and will do everything we can to help resolve a dispute in a timely and thorough manner.

    In some cases, we may contact you again via U.S. Mail or Phone if we need more information. We process disputes according to billing error procedures that are governed by federal law and outlined in your Credit Card Agreement.

    When you dispute a credit card transaction, we will recalculate your minimum payment based on the total balance minus any balance in dispute, payment mis-post to be researched and/or fraudulent transactions. Then:

    • If the transaction was posted in error, we will correct your account
    • If the transaction was not posted in error, you will not be charged any interest or fees associated with the dispute

    If you are set up for AutoPay or have a scheduled payment in three or more days, we will review whether the scheduled amount needs to be adjusted for the dispute, and if so, we will reduce the scheduled payment amount to prevent you from paying into the disputed amount.

    Yes. Your credit card information is safe and secure online.

    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.

    Protect your ID and Passcode. Make sure no one can see it when you sign in and out of your computer or mobile device. Never reveal your Passcode to anyone. No Bank of America representative will ever ask you for your Passcode. Notify us immediately if you notice any unusual account activity. And keep all account documents in a secure location.

    Many times a single unauthorized charge is found to be a merchant error. Simply contacting the merchant might resolve the error quickly. However, if you think your credit card number is being fraudulently used, call customer service at 1.800.427.2449 as soon as possible. If you're calling from outside the U.S., call us collect at 1.302.738.5719.

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

    For personal credit card accounts, call credit card customer service at 1.866.266.0212 within the U.S. or 1.302.738.5719 if you are outside of the U.S.

    For business credit card accounts, call 1.888.449.2273 within the U.S. or 1.602.597.4438 if you are outside of the U.S.

    If your card is lost or stolen, you should immediately call us at 1.800.732.9194 as soon as you can. If you're calling from outside the U.S., call us collect at 1.757.677.4701. We'll cancel your card and issue a replacement immediately. You won't be liable for transactions made with your card when you notify us promptly. Also notify all of the participating merchants with whom you've set up automatic bill payments. Once you get your new card, you'll need to reestablish automatic bill payments with your new card at the participating merchants.

    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.

    The Total Security Protection package represents a new standard in credit card security, giving you greater defense against theft, loss or fraudulent use, even if you use your card online. It's automatically available on all Bank of America consumer credit cards.

    The ShopSafe feature allows you to create a unique, temporary card number each time you're ready to make an online purchase. This number links directly to your real credit card account number but keeps your card number completely private and completely protected. To try the ShopSafe feature, sign in to Online Banking and choose Use ShopSafe from your Account activity screen.