Complaints
A concern or grievance regarding a Bank product, service, or employee conduct.
What is a complaint?
The client purchases a sweater that is too large and goes back to store to return the sweater. The cashier issues a credit slip. The credit has not been issued in the agreed upon time and the client wants to file a dispute.
Returned or Canceled and Did Not Receive Credit
What is Level 1: Say it loud!
Hello Thank you for being a valued Bank of America client, you have reached (Name) in Texas. May I have your first and last name please?
Thank you for providing that information Mr/Mrs (customer), I see you are reaching out for (caller intent)
Customer: I want to send money to my grandmother in Iowa. She needs $20,000 for a knee surgery, asap. Her bank is Chase, please help me!
External Transfers in Online and Mobile Banking Job Aid and Procedures
Digital Wallet
Send a digital
“This is ridiculous. Why can’t I set up my auto loan automatic payment over the phone? Other banks do it.”
Its a complaint.
Apple billed a client twice for their $30.00 purchase. One transaction shows as Apple.com/Bill and the other shows as Apple.iTunes.com.
Billed More than Once for a Single Transaction
What is level 5? : Say it Loud
Example: I reviewed your account and there was a transaction from COSTCO for the amount of $200.00 on 7/29/2025.
or
I am sending you step by step instructions on how to initiate a dispute on your mobile app...
Customer: I moved to a new address, already updated it on my drivers license. Last thing I need to do is to change it on my account information.
Update Contact and Profile Information - Deposits
Update Contact Information
Send a digital
An individual emails an employee saying “Your Bank is terrible” with no other details.
Not a complaint
The client states there are two payments for the same transaction and wants to dispute the debit transaction because the check was already cashed by the merchant.
Used Another Form of Payment for Transaction
What is level 3? Say it loud!
Example: I see you are calling in about a fee on your account.
or
Thank you for providing that information, just to make sure I understand, you need help with a fee on your account.
Customer: I need help with my login, I have already tried resetting my password twice and nothing works. I get a message that I need to call you guys.
Note: Customer has a suspended ID alert.
Close, Suspend or Un-suspend a User ID
Acceptable:
Assist with a Forgotten User ID or a Forgotten, Revoked or Expired Password
Frozen Account by fraud
No Digital
“The ATM wouldn’t accept my check. I think it’s broken.”
It's a complaint
Guided Assistant Claims tool
DO THE ROLEPLAY!!
Scenario: Customer is calling in about a deposit hold, they have been with the BofA for 30 years.
Customer: HEY! Look here, I know I had a over drafted on this account back in December 22, 2024. You also closed my account?! Who did this?! Why?! You cant do this to me!!
Charged-Off Deposit Accounts Job Aid
Disputes
Send a digital
What are the different ways we can receive a complaint?
Phone, chat, emails, fax, social media, websites, and surveys
When will my claim be completed? Why does it take so long?
We will work diligently to review your claim, including researching the details of the transactions, so that we can attempt to recover the funds as quickly as possible. It can take up to 45 calendar days from the claim filing date.
What is level 2 : Say it Loud!
Example : To confirm you are calling in for (intent) Mr/Mrs(name) I can Definitely help you this. I have had many customer with this case and I been able to assist them.
Customer: Hey, I went to a ATM to deposit a check of $500 yesterday but I only see $250 was deposited into my account. What is going on?!
Deposit Funds Availability and Holds Job Aid
and/or
Respond to a Deposit Hold Inquiry
Card Replacement-card is locked
No digital