Getting adequate assistance on a SIGNIFICANT potentially fraudulent transaction...

GetHuman-llebmv's customer service issue with Bank of America from July 2018

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The issue in GetHuman-llebmv's own words
Getting adequate assistance on a SIGNIFICANT potentially fraudulent transaction ($**,*** USD) is far too difficult. Payee is not one of my relationships. The amount is far larger than I would ever send via "Bill Pay". I have spent more than *.* hours on telephone calls today to various BA numbers, I've been transferred to numbers only to lose the call* associates claim "they cannot access" various records to get the complete picture. The issue is in the online services "Bill Pay" area* and almost all staff assume it's a credit card issue, when in fact it is not. ALL staff have been quite courteous and helpful, but confused. After all, I am trying to prevent this from moving to a more expensive fraud investigation, refund, etc. At the moment, staff is "working on it" and will have to contact me again to report success. "Bill Pay" and perhaps other activities ("Transfers"?) need more customer info on how to get swift access to knowledgeable associates. The "issues" choices are often not on point. ALL phone contact numbers should be reviewed constantly to prevent misinformation. For example, the ML Wealth Mgmt number to report a "Bill Pay" area problem is NOT the number given me to contact that group regarding the issue.*I have more than ** years personal and business account activity with BA and ML, and would like to return to being a satisfied customer.
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Bank of America

Customer service issue
Reported by GetHuman-llebmv
Jul 3rd, 2018 - a yr ago
I have an issue with Bank of America too
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Seen by 2 customers so far
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Timeline
GetHuman-llebmv started working on this issue
Jul 3rd, 2018 8:33pm