Bank of America Mortgage Services

Trying to reach a customer service representative at Bank of America can be a challenging task for those who don't already have credit card accounts. I called customer support to begin the process of opening a new line of credit, but unfortunately was never connected to a live agent.

When calling, an automated system first prompts callers to press 9 for service in Spanish or enter your account number. Since I don't currently have an account number and had no other options, I said the words 'customer service.' The system acknowledged that I wanted to speak with someone but told me I needed to enter in account information to be transferred to the right associate. Next, I was given the option to enter in my Social Security number instead. 

Following this identity verification, the automated recording stated that my information didn't match any of their records, which makes sense since I knew I didn't have an account. I was guided to enter in my Social Security number again before being transferred and this time the system placed me on hold before offering a menu of options. This was definitely helpful now, though it seems like this menu should've been provided initially to help callers reach the right department.

Now I was able to choose from a variety of options including checking/savings accounts, mortgage/vehicle loans, credit cards and refinancing loans. I chose the credit cards selection and was placed on a brief hold. The system was unable to verify, once again, that my Social Security number didn't match their records, and I was directed to another menu for credit card assistance. I selected to open a new account with no other option and waited on another hold.

This time, the phone's hold music was interspersed with some basic Bank of America information about accounts and online banking, advising me to visit the website. When the call was connected again, another automated recording stated that all associates were busy with other customers and I could continue holding or visit their website to receive the assistance I need. The automated message also directed me to the Bank of America app where I could access bill pay, account status and money transfers.

I waited another 10 minutes on the phone while continuing to hear similar messages like these along with the hold music. In the meantime, I visited the website and saw a way to contact Bank of America via social media and decided I would try that rather than continue waiting. It was disappointing to remain on the phone for so long without reaching an accessible representative and being offered no other options.