Nearly 50 million people bank digitally with Bank of America. A look at the app, the AI assistant, and the branch network behind one of the country's largest retail banks.
A credit card is only as good as the banking experience around it — the app you check, the assistant that answers questions, the branch you can walk into when something goes wrong. On that front, Bank of America operates at a scale that's easy to overlook. In 2025, roughly 49.3 million people banked with it digitally, and about 41.4 million did so primarily from their phones.
The clearest way to see the scale is to line up the bank's core digital channels side by side — each measured in millions of active users:
Active users across Bank of America's primary digital channels in 2025.
The standout is Erica, the bank's virtual financial assistant. In 2025 alone it handled roughly 700 million interactions for 20.6 million users — everything from balance checks to spotting recurring charges. Since its 2018 launch, Erica has surpassed 3.2 billion cumulative interactions, making it one of the most-used AI assistants in consumer finance. For cardholders, that's the layer increasingly handling routine servicing questions without a phone call.
Erica has crossed 3.2 billion interactions since 2018 — a quietly enormous piece of consumer-banking infrastructure.
On payments, Bank of America customers moved about $556 billion through Zelle across 1.8 billion transactions in 2025, from 25 million active users. It's a reminder that a modern card relationship sits alongside a broader money-movement ecosystem — person-to-person transfers, bill pay, and account management all in one place.
Digital dominates the volume, but the physical footprint is far from gone. Bank of America maintains roughly 3,628 financial centers and 14,900 ATMs across the country. Notably, among the very largest U.S. banks it runs a leaner branch network than some peers — a deliberate tilt toward digital-first service while keeping in-person help within reach in most major markets.
Put together, here's how Bank of America's service channels stack up as of 2025:
For someone weighing a Bank of America card, the takeaway is practical: the servicing experience around the card — app, assistant, payments, and branches — is one of the most heavily used in the country. That infrastructure is part of what a large issuer brings to the table.
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Sources
Bank of America, 2025 Annual Report and Newsroom (March 2026) — active digital and mobile users; Erica users and interactions (2025 and cumulative since 2018); Zelle active users, transaction count, and dollar volume; financial center and ATM counts. bankofamerica.com; newsroom.bankofamerica.com.
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