Claims
For transactions un-selectable in BOLT, you may need to file this type of claim.
What is a manual transaction?
Fees can be reviewed within this time frame.
What is 12 months?
Your client is unhappy that we covered a transaction when funds were not available. This maintenance request will allow you to prevent future overdrafts when funds are not available.
What is an overdraft settings change?
Initial notifications should not be connected to this team.
What is Estate Servicing Operations (ESO)?
A non-bank client complained about the wait time in order to report an out of order ATM. They refuse to provide their name. Submit the complaint under this name.
What is Not (first name) and Provided (last name)?
This service allows clients to receive and respond to claims correspondence in their Online/Mobile Banking Communications Inbox.
What is Two-Way Communication?
Clients that allege a bank error require agents to complete this additional step.
What is file a complaint?
Your client no longer has a large balance and wants a way to avoid the monthly maintenance fee of $25. This maintenance request will allow you to assist.
What is an account type change?
Connecting your client to Estate Servicing? Stay on the line for this amount of time before dropping the call.
What is 2 minutes?
All complaints must address these 3 important questions.
What is: What did the client say? What did you discover? What did you do & advise?
Clients may be able file this type of claim in online/mobile banking, provided the transaction is posted and less than 90 days old.
What is an atm/debit billing dispute?
"I feel this is unfair and will close my account!" is an example of this type of refund request.
What is an indirect fee refund request?
Your client no longer wants to be billed from Spectrum for their internet service. Offer this type of maintenance request to assist.
What is a stop payment?
This tool will provide directions for all deceased client calls.
What is the Guided Assistant Tool?
Say this when another party joins and engages us in the conversation.
What is the Call Recording Disclosure (CRD)?
This ACH dispute type must be handled directly with the merchant, the bank cannot assist under any circumstances.
What is Problem with Service / Merchandise
Your client states they were never provided with written disclosures when they opened their account at the local branch and now they want their $12 MMF returned. Run the tool under this reason.
What is an alleged bank error - Client Misinformed by Associate?
Your client is not happy that we covered a transaction in their checking account without transferring the funds from their savings account. Offer this type of maintenance request to assist.
What is Balance Connect for Overdraft Protection?
Select this caller type for non-account holders / non-authenticated callers reporting a death or inquiring about a deceased case.
What is Third Party?
Communications impersonating Bank of America should be forwarded to this email.
What is abuse@bankofamerica.com
Small Business clients may need to submit this form to continue with an ACH claim.
What is an Unauthorized ACH Form?
Your client states we did not remove a stop payment for their mortgage servicer as requested 2 weeks ago, now they were assessed a late fee by their mortgage servicer. You must run this type of refund.
What is an external/third party fee refund request?
These types of accounts cannot be closed by phone.
What are Custodial accounts, Formal Trust accounts, Balances $25k+, and Court Restricted accounts
Account owners with a deceased co-owner can view messages pertaining to the open DCN within this timeframe.
What is 24 hours?
These two talking points must be provided to a caller interested and not enrolled in BofA Rewards.
What is: "There is no fee to participate" and "Get more benefits and rewards on your everyday banking."