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🤷 I Kinda Know This
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💰 Free Points
100

Tony says "I got a pop-up on my computer that said my Bank of America account had been compromised. I called the number on the screen and they transferred me to someone who said they were from the Fraud Department. They had me log in to Online Banking and provide a security code that I received by text. While I was on the phone, they told me they were protecting my money by moving it to a safe account. I can now see two Zelle transactions for $2,500 each. Also, there is a debit card purchase from Best Buy for $1,200 that I don't recognize."

SCAM? BILLING DISPUTE? FRAUD?

Scams, Fraud and Billing Disputes Job Aid

Fraud

Client did not make/authorize the transaction or give permission to make the transaction.

Important: If another person and/or entity had access or took control of the computer and/or mobile and as a result a transaction was completed without client approval, this is fraud.

100

"Hello there Kris, I am calling because I did a payment with my gas company for August 20th for $50 but it looks like they charged me today. I was hoping to use those funds for my kid's back to schools items. Can you please help me stop that transaction."

8/6/2026     ACH LAS VEGAS GAS        $50

Billing Dispute

Dispute Cause: Transaction Posted Prior to Authorized Date

100

Claudia is calling because she received her Ulta order from last month. But upon opening it, she noticed some of her items were defective and would like to dispute her order. She says that these charges are in her credit card ending in 5612. 

*Offer Digital 1st*

Send deeplink/email instructions to dispute the transaction on the credit card!!!

If declined, transfer to Consumer Credit Card Servicing

100

Teresa is calling because she went to the financial center last week to get a cashier's check for a house deposit. But today she realized she lost the cashier's check :( She wants to dispute and get the funds back.

Official Items Job Aid 

The client is referred to the financial center and recommended to schedule an appointment.  

100

TRUE OR FALSE?

Gianni calls to dispute a transaction she made with Amazon with her debit card. She had ordered a dress for her daughter and cancelled the order. 

Agent did not find any processing/posted transaction. Agent would need to do a manual claim. 

Service and Disputes and Fraud agents:  Tell the client the transaction did not present and end the call.

*Review ATM/Debit Card Tab to see reversal history and balance before transaction*

200

Brisa calls because she made a payment to her Sephora Credit Card and they never received the payment and needs to dispute it.

8/5/2026     Sephora Bill Payment         $500    



*Agent checked PartnerCare (Billpay) and it is a single check* 

Warm transfer the client to Fiserv for the stop payment.

Important: The Payment Status must be In Process and Check Status shows as Outstanding to place stop payment.

200

Imari and her boyfriend call in to file a dispute on a withdrawal that they don't recognize.

Transaction Details:

Processing       Chase ATM Withdrawal     - $500       

*CALL READING DISCLOSURE*

ATM withdrawal:

  • Service and Disputes and Fraud agents: Initiate a Fraud Claim.
200

"Ferny I'm calling because I didn't authorize that 49.99 charge on my account. I tried to dispute on the app and it didn't let me. I cancelled that gym membership three months ago but they continue charging me. I need you to cancel it."

*COMPLAINT*

Billing Dispute 

Dispute Cause: Cancelled Recurring Billing

A recurring transaction in which the client provided their authorization to charge the debit card periodically. The merchant will continue to debit the account until the client cancels with the merchant.

Note: A dispute for recurring charges can only occur after the cancellation date. If the client did not cancel the service within the trial period or did not contact the merchant directly to cancel, the Cancelled a Recurring Billing dispute cause should not be selected.

200

Mena calls in and says “I needed to pay my car's plates at the DMV and instead of waiting hours in there I made the payment online last month. I talked to them today and they did not receive my payment. They said that website is not theirs. I’m calling to report the fraud so I can get my money back” 

Scams, Fraud and Billing Disputes Job Aid

SCAM

“Mr./Mrs. client, thank you for bringing this to my attention. Since the purchase was made by you, and not by someone pretending to be you or someone that stole your account information, the purchase is considered legitimate. Were you promised a service or merchandise for this transaction?”

*Consider filing a billing dispute if merchandise or services were directly charged on the debit or credit card and not received or not as described.*

200

TRUE OR FALSE?

Client's are eligible to file fraud claims ONLY in the OLB.

FALSE

View, File or Withdraw a Billing Dispute or Fraud Claim on a Debit Card Transaction in Online or Mobile Banking - Self Service 

> You need to know

  • Fraud claims cannot be filed in Online Banking (OLB).
  • If the client has a fraud claim, offer to initiate the claim for them.
300

"Hey Chris, I see that Cash Loans charged me the $500 payment. But I did not authorize that payment. I do recognize them and have given them my information but they weren't supposed to charge me this transaction."

*ACH*

Billing Dispute 

Dispute Cause: Client Did Not Authorize ACH Transaction - Non Fraud:

The client or joint account holder has done business with the merchant and provided the merchant with the account and/or routing number, but they did not authorize the posted transaction.

300

TRUE OR FALSE?

Grecia calls because they saw an ad on Facebook for Bad Bunny concert tickets. The seller seemed legitimate and even sent screenshots of the tickets.

  • Sent $1,200 through Zelle.
  • Received messages from the seller throughout the transaction.
  • Was told the tickets would be transferred after payment.
  • After sending the money, the seller stopped responding and blocked them.

Hind (agent) will submit a scam tracker.

FALSE 

Scams, Fraud and Billing Disputes Job Aid >  Call Handling by Transaction Type

Digital Fraud Agents Only (Billing Disputes DO NOT keep the call) 

Non-Fraud Agents
"Mr./Mrs. client, we value the time you have taken to let us know about this. We take scams very seriously and we have a team who can assist by getting some information from you about this scam."

Transfer to Zelle - Non fraud 

They will file the scam tracker and initiate the dispute!

300

"Hey, Yanna I am on my mobile app reviewing transactions and I see a $700 check processing that neither my husband or I recognize, I need you to cancel it now... I am so scared" 

Transfer > Check fraud: Provide the direct dial number, hours of operation and transfer the client (use guided assistance to transfer).

"I absolutely understand your concern with that transaction neither of you recognize, let me engage my colleague that will immediately help protect your account!" 

300

Luis is calling to report another fraudulent transaction made with Best Buy. He says 2 days ago he had already filed a fraud claim and sees that another charge still processed even after his card was replaced. 

New transaction:

8/5/2026           Best Buy                 $187.23

*Review previous fraud claim details in Bolt*

Make sure it wasn't already added in the fraud claim. If it wasn't, continue to file a fraud claim.

300

"Hey Dani, I see a charge from Netflix but I did not authorize it, they charged me June, May, April... but I don't have an account with them. I hadn't paid attention to my account." 

Service and Disputes and Fraud agents: Initiate a Fraud claim on all pending or posted fraudulent transactions. 

400

 Gabe paid his Bank of America credit card's full balance on accident and wants to cancel the payment.


Identify Deposit Account Disputes
Online/Mobile Transactions > Payment Transfer

  • Posted: Transfer > Credit Card Servicing
  • Processing:
    •  Tell the client the claim cannot be initiated until the charge posts to the account.
    • Provide the direct dial number and the hours of operation to the applicable team for the payment.
400

"Hello Carmela, I am calling because I need you to dispute the $500 and $100 transactions I made using Zelle. I was supposed to receive a Yorkie and they keep asking for more money so I just want my money back" 

Transfer > Zelle Non-Fraud: Provide the direct dial number, hours of operation and transfer the client to Digital Banking (Online and Mobile) Disputes.

Non-Fraud Agents
"Mr./Mrs. client, we value the time you have taken to let us know about this. We take scams very seriously and we have a team who can assist by getting some information from you about this scam."

400

Ashton calls and says "I'm looking at 6 Apple.com/Bill charges for $14.99 each. I do have an iPhone, and I've bought apps before, but I haven't purchased anything recently.

My daughter uses my phone sometimes to watch YouTube, but she doesn't know my password."

*Agent confirm $14.99 charges are monthly recurring transactions*

FRAUD

Scams, Fraud and Billing Disputes Job Aid

 A client is unaware that a transaction is happening on their account, it is done without knowledge or permission.  

400

TRUE OR FALSE?

We file a dispute on a processing non Bank of America ATM deposit made for the wrong amount?

FALSE 

 Tell the client:

  • The claim cannot be initiated until the charge posts to the account.
  • You can file a claim online or contact us once the charge posts to the account.
  • Refer Self Service to assist client in filing claim, after the charge posts to the account.
  • Refer the client to the financial institution/operator for the ATM machine.


400

TRUE OR FALSE?

You are able to file Business ACH Claims in Bolt.

False 

Identify Deposit Account Disputes > ACH > Assist Small Business with Automated Clearing House (ACH) Claims

Offer D1st 

  • Verify email address.
  • Send the ACH Corporate Return email

Decline 

500

Last week Tiscia received a phone call from someone claiming to be from Bank of America's Fraud Department. They told her that her account had been compromised by international hackers and that her money was at risk. They transferred her to another 'specialist' who instructed her to go to a financial center and send a wire transfer to a 'safe account' to protect her funds while they investigated.

"I went to the branch and wired $18,000. The next day I received another call asking me to send an additional $7,000. That's when my son told me it sounded suspicious. I never sent the second wire. I want to file a fraud claim and get my money back."

Scam

The client personally went to the financial center and authorized the wire transfer. They were deceived, but they participated in the transaction.

Client did make and/or gave permission to make the transaction under false pretenses or being "tricked".

500

TRUE OR FALSE?

Verena calls in and says she made a deposit of $500 at the ATM and it didn't post. She deposited a check for $300 and $200 in cash. 

We would have to submit 2 disputes for the missing deposits. 

FALSE 

Identify Deposit Account Disputes > ATM Deposits > Manual Claim > In the response we would select both (checks & cash)


500

"Hey Kayla! Someone called pretending to be Bank of America. They convinced me to provide my online banking code. A Zelle payment was sent without me doing it. I don't know what to do!"

Fraud
Scams, Fraud and Billing Disputes Job Aid 

The client has activity on their account that they did not do, had no knowledge of it taking place and is unauthorized. Even if the client provided or allowed access to their computer/mobile device, if the client did not actually complete the transaction, this is fraud. 

500

Kalene says "I responded to a job posting. They mailed me a check and told me to send some of the money back. The check later bounced."

SCAM 

“Mr./Mrs. client, when the money is sent by you, even if you are tricked, it is considered a legitimate transaction because you are the one that sent it. Fraud is when someone pretends to be you or steals your account information and sends the money without your knowledge. This is why it is very difficult to get the money back once it is sent, but I will make a request on your behalf to the other bank to determine if the funds can be returned.” 

500

"Hey KP, I feel so embarrassed but I accidentally sent a $200 zelle to the wrong phone number, is there a way for us to cancel it?"

Transfer > Zelle Non-Fraud New 

  • Common claims include incorrect:
    • Recipient
    • Amount
  • Recipient did not receive