Troubleshoot
Mobile Check
Deposit Issue
Mobile Check
Deposit Issue
We're sorry, but we were unable to capture your acceptance at this time.
Tell the client:
The deposit posted for the wrong amount
Proceed to the Posting/Encoding Error Service Request - Encoding Error section.
What are some eligible checks customer can deposit via the mobile app?
To be eligible for Mobile Check Deposit, the check must be:
Note: Checks must have account numbers with 19 or less digits.
Provides an option to deposit checks for Consumer or Small Business clients who are:
True or False? You submit a complaint for customer dissatisfied with mobile deposit hold even though they knew there would be a hold?
True! We will submit complaint under Mobile-Check Deposit, sub category Deposit Hold.
Your connection speed is too slow to upload images right now. Please try again when you have a faster connection.
Error type: Timeout issue
The deposit posted to the wrong account
Transfer the funds to the desired account using Synergy Web. Refer to the Synergy Web User Guide.
Important: If the desired account is in a different profile, proceed to the Posting/Encoding Error Service Request - Missing Deposit section.
What are some examples of ineligible checks?
Third-party checks (TPCN) and joint-party checks (JPCN) (items not 100% payable to a signer on the account), unless the account is notated as approved for deposit of such checks. //
How long does it take to deposit check that was mailed?
True or False? When submitting a posting/encoding error for double positing we don't need to manually track the complaint?
True!! we dont need to because service request complaint is auto captured.
The amount entered exceeds your monthly mobile deposit limit for this account. The limit will reset at the beginning of next month. Please Edit and select a different account, or deposit this check at a Bank of America ATM or banking center. You can learn more about deposit limits in Help.
Error type: Monthly limit exceeded
Tell the client:
Where do we go to submit a posting/encoding error service request for a double posting?
bolt: create a simplified service request , posting encoding error
What is the fee for a returned mobile deposit?
No fee! The Returned Deposited Item fee was eliminated in March 2022 for all clients.
Service a Return Item Chargeback Inquiry (bankofamerica.com)
Do we automatically sent a receipt for a deposit sent by mail?
Bank by Mail does not automatically mail back a receipt. The client must include a self-addressed stamped envelope and request for receipt.
Customer states they are calling due to their check deposit not being applied to their account. Was sent by regular mail yesterday. Is this a complaint? What do we tell the customer?
Yes, we would submit complaint under "Deposit Missing" since customer is expressing concern.
We will educate customer since was just mailed yesterday to please allow for mail time when sending a Bank by Mail deposit when sent by standard mail. Great news, deposits are processed the same business day if the deposit is received before cut-off time. // Bank by Mail Job Aid (bankofamerica.com)
Sorry, but we aren’t able to capture a clear photo. You can try again, but if errors continue please deposit this check at a Bank of America ATM or banking center.
Error type: Alternate message when the same error code is received 3 times in a row
Tell the client to retry as desired; however, if the issue persists, the deposit needs to be made at a financial center or ATM.
How long do mobile banking deposits normally take to post?
Mobile Banking deposits normally post within three business days. // Service a Mobile Check Deposit Issue (bankofamerica.com)
What are the limits for mobile check deposit?
Mobile Check Deposit limits are:
Retail and Preferred:
Accounts 0-91 Calendar Days = $2,500 monthly
Accounts Greater than 91 Calendar Days = $15,000 monthly
Mobile Check Deposit Job Aid (bankofamerica.com)
Does the check need to be endorsed when sending by mail?
Required:
Do we capture the complaint?
Client is calling concerned as to why our mobile app wont let them deposit their employers check and keeps getting an error but they insist they are doing everything as instructed:
The check image can't be read. Please retake a clear, steady photo with good lighting, and ensure all 4 check corners are visible.
Error type: Image quality
Yes, because customer is concerned w/ this error they are getting and they insist they are doing everything correctly. Submit complaint under "mobile- Check Deposit, sub category - technical issue could not make deposit.
What do you do if client is experiencing an issue not reported in System Events or My Alerts?
Follow the steps under "provide basic troubleshooting" in the path: Troubleshoot Mobile Check Deposit Issues (bankofamerica.com)
No, it is already auto captured when doing service request.
What do we tell the client if they are getting an error that check they are trying to deposit has been previously deposited but it is not the same check? Do you submit a complaint?
Submit a complaint & the client will need to make the deposit at an ATM or financial center.
Overnight or FedEx Only
Bank of America
Bank by Mail, GA4-004-01-52
6000 Feldwood Road
College Park, GA 30349-3652
Deposits by Mail Standard Mail:
Bank of America
Atlanta Bank by Mail
PO Box 105576
Atlanta, GA 30348-5576
Bank by Mail (bankofamerica.com)