Definitions
Any concern (or dissatisfaction) with a bank product, service or employee conduct that would require corrective action to remediate an issue caused by the bank
A Complaint
In a rolling 30 calendar day what is the sending limit for sending a wire?
$2 million dollar maximum
ATM Fee for Withdrawals, Transfers and Balance Inquiries conducted at a non-Bank of America ATM in the US
$2.50
How many days does it take the research team to fully research a billing dispute?
90 Calendar days
Where do you go to add a co-owner?
Bolt (SSR)
a fast and safe way to send and receive money with friends, family, or people clients know and trust, right from the Mobile Banking app or Online Banking
Zelle
What is the fee for sending a wire online?
$10
What is the fee for bofa atm?
$0
How many days does it take the research department to fully research a fraud dispute?
45 Calendar days
Where do you go to close an account?
Interact
Unauthorized transactions or activity where the client did not participate in any part of the activity or initiate the transaction
Fraud
What is the cutoff time for sending a wire the same day?
6:00 PM ET
What is the fee for replacing a Debit card?
$0
If a client wants an update or their claim where do we transfer the client?
We do not transfer we refer them back to their mobile app
What is bofa standard for submitting a complaint? what is bofa standard for sending digital
Complaints: 1 out of every 3 calls
Digital: 1 out of every 4 calls
Client initiated activity where there is a discrepancy in the amount or frequency of the merchant’s charges to their account(s), including a discrepancy involving quality or non-receipt of good or services
Billing Dispute
Define what a wire transfer is?
a transaction in which funds move electronically from one financial institution to another
If a deposit is missing from an atm what do we do?
File a atm dispute/ posting coding error
If I cancelled a subscription with a merchant what type of claim would I file?
Billing Dispute
How long is a standard check hold?
3-7 Business days
The Online Banking service when accessed on a smart phone or eligible tablet. Access may be from the downloadable mobile app or from a mobile web browser
Mobile Banking
What is the SWIFT CODE for BOFA?
BOFAUS3N (US dollars or unknown currency)
Bank of America, NA
222 Broadway
New York, New York 10038
BOFAUS6S (foreign currency)
Bank of America, NA
555 California St
San Francisco, CA 94104
If an atm shuts down and capture your card would you file a compliant and why?
Yes, Because that would be a bank error
What is the difference between a billing dispute and a fraud dispute
Billing: You know about the transaction
Fraud: You are unaware
Who can release a check hold?
NO ONE