What to do if your debit card is lost or stolen or you see unusual account activity

If you lose your Health and Benefit Visa debit card1 or notice unusual account activity don’t worry, we’ve got you covered. Just follow the steps below.

What to do if your card is lost or stolen

Report a lost or stolen card immediately on the member website: “Accounts” > “Banking/Cards” > “Report Lost/Stolen.” Or, call Customer Care at 800.718.6710.

Disputing a transaction

If you suspect fraud or an error with one of the transactions on your statement, contact Customer Care at the number on the back of your debit card within 60 days of receiving your statement. The following steps will help us resolve the issue:

  1. Bank of America will cancel your debit card(s) and issue a new one.
  2. You will need to complete and return the Transaction Dispute Form within 120 calendar days of the original transaction date. The form can be found on the member website: “Tools & Support” > “Account Support & Forms.”
  3. A provisional credit will be placed on your account within 10 days.
  4. The disputed charge will be researched. This could take up to 45 days from the time the form is received.
  5. If the charge is confirmed as fraudulent, the provisional credit will become a permanent credit and you’ll be notified by mail that the process is complete.

$0 Liability Guarantee2

You may incur no liability for unauthorized use of your card or card number up to the amount of the unauthorized transaction. To be covered, report purchases made by others promptly, and don’t share personal or account information with anyone.

Fraud monitoring

We also keep an eye on your account and will send you alerts if we identify unusual or suspicious activity on your account. A temporary block may be placed on your account when fraud is suspected to prevent ongoing fraudulent activity.

Tip: To help you monitor activity on your account, you can sign up for text alerts that will let you know when your debit card is being used. On the member website: “Message Center” > “Update Notification Preferences.”

1This Health and Benefit debit card program is issued by Bank of America, N.A. Visa is a registered trademark of Visa International Service Association, and is used by the issuer pursuant to license from Visa U.S.A. Inc.

2The $0 Liability Guarantee covers fraudulent transactions made by others using your Bank of America consumer debit card. To be covered, report transactions made by others promptly, and don't share personal or account information with anyone. Access to funds next business day in most cases, pending resolution of claim. Consult customer and account agreements for full details. Please note: You’re responsible for reviewing your statements and reporting unauthorized transactions.