Bank Of America online chat.
Jan 12, 2017, 4:42 pm
#1
Original Poster
Join Date: Apr 2014
Posts: 1,774
Bank Of America online chat.
Is it just me, or did anyone find that it's getting very difficult to get hold of an online chat (from your BoA account management page)...? I've tried over last few weeks, and it always says "busy" every time I wanted to start a chat.... it used to be pretty easy and quick to get hold of an agent, but now, especially lately, it's been basically impossible.
Jan 13, 2017, 8:20 am
#4
Join Date: Jun 2008
Location: BAY AREA
Posts: 1,125
Haha. I was about to start a thread about this too. I've been having the same problem too for the last couple of months. It's very annoying. I really don't like talking to a live person. Even if you call, you'll be on hold for a while.
Jan 13, 2017, 11:37 am
#5
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,933
There was a claim months ago (in the Alaska card thread) that BofA had eliminated online chat for mere mortals. (They had retained it only for an upper level of banking customers, called Preferred Rewards, though hot having anything to with a rewards program as we think of it.) But stupidly, BofA didn't explain online that chat was unavailble "to you", they just made always say "busy" for most people 
.
Why they didn't replace it with "secure message" (which they don't have to handle in "real time", and thus should be much easier to manage with limited resources than "chat"), I don't know.
.Why they didn't replace it with "secure message" (which they don't have to handle in "real time", and thus should be much easier to manage with limited resources than "chat"), I don't know.
Jan 14, 2017, 5:24 am
#8
Join Date: May 2003
Location: Slightly to the left of center
Posts: 3,475
On one hand, they want customers to stay out of the branches, on the other, they don't provide reasonable platforms to deal with customer service issues. Not all customer service is 24 hours (unless lost/stolen card) - which is really problematic if abroad; they no longer offer email as a communications option (except if requesting a copy of a check or statement...ONLY), and the chat function has been "busy" or unavailable for weeks.
Bank of America has really gotten bad in this sense. And I say that as a 25 year customer.
Bank of America has really gotten bad in this sense. And I say that as a 25 year customer.
Jan 14, 2017, 8:42 am
#9
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,933
On one hand, they want customers to stay out of the branches, on the other, they don't provide reasonable platforms to deal with customer service issues. Not all customer service is 24 hours (unless lost/stolen card) - which is really problematic if abroad; they no longer offer email as a communications option (except if requesting a copy of a check or statement...ONLY), and the chat function has been "busy" or unavailable for weeks.
Bank of America has really gotten bad in this sense. And I say that as a 25 year customer.
Bank of America has really gotten bad in this sense. And I say that as a 25 year customer.
"In an effort to cut costs, Bank of America becomes the USA's first fully-automated bank with brick-and-mortar branches. Only banking services which don't require human interaction are supported going forward."
Jan 14, 2017, 8:48 am
#10
Join Date: Feb 2006
Programs: HH Gold (again), US/UA/DL non-elite, ZE Presidents Circle, WN reluctant no fee convert.
Posts: 1,449
The person to person ATMs are getting better, at least. The communication can be tough because of motorist noise around them outside, of course. But, at least, they are adding more services to be handled through them.
I would like to see a few more of them, actually. The branch line is too busy.
PS Sorry, I know this is about chat about but I don't see it available much either.
I would like to see a few more of them, actually. The branch line is too busy.
PS Sorry, I know this is about chat about but I don't see it available much either.
Last edited by jan_believes; Jan 14, 2017 at 9:04 am
Mar 15, 2017, 12:22 am
#11
Join Date: Apr 2009
Posts: 681
I can't say where I saw it, but I completed a survey not long ago about an unmanned branch that would have private rooms with video conferencing to talk to remote employees.
Jun 5, 2017, 11:10 am
#12
Join Date: Jun 2017
Posts: 1
Is it just me, or did anyone find that it's getting very difficult to get hold of an online chat (from your BoA account management page)...? I've tried over last few weeks, and it always says "busy" every time I wanted to start a chat.... it used to be pretty easy and quick to get hold of an agent, but now, especially lately, it's been basically impossible.
Jun 5, 2017, 4:40 pm
#13
Join Date: Jun 2008
Location: BAY AREA
Posts: 1,125
I had to call bofa about my credit card and I was put on hold for 11 min although they claim I'm a preferred customer lol
Jun 5, 2017, 9:19 pm
#14
Join Date: Apr 2009
Posts: 681
So it turns out they have a Facebook app that allows you to send a secure message. I have not used it personally but it certainly beats waiting on the phone if you don't have an urgent requirement.
https://socialapp.bankofamerica.com/facebook/home.jsp
I actually called them recently because I mistakenly did not have autopay enabled on an account I had just started using again and got charged a late fee and finance charge. I am a Platinum Honors level customer. I had to wait a few minutes on hold (less than 5) but the rep was excellent and within 30 seconds (and before even asking him to do it) he had reversed the fees and made sure I would not get charged interest on the next bill.
https://socialapp.bankofamerica.com/facebook/home.jsp
I actually called them recently because I mistakenly did not have autopay enabled on an account I had just started using again and got charged a late fee and finance charge. I am a Platinum Honors level customer. I had to wait a few minutes on hold (less than 5) but the rep was excellent and within 30 seconds (and before even asking him to do it) he had reversed the fees and made sure I would not get charged interest on the next bill.
Aug 15, 2017, 1:38 pm
#15
Join Date: Jan 2005
Location: San Diego US and Brisbane AU
Programs: AA EXP/2MM - DL PM - OZ Diamond - Bonvoy LTT - Hyatt Glob - IHG Plat - National EE - Sixt Platinum
Posts: 1,315
So it turns out they have a Facebook app that allows you to send a secure message. I have not used it personally but it certainly beats waiting on the phone if you don't have an urgent requirement.
https://socialapp.bankofamerica.com/facebook/home.jsp
I actually called them recently because I mistakenly did not have autopay enabled on an account I had just started using again and got charged a late fee and finance charge. I am a Platinum Honors level customer. I had to wait a few minutes on hold (less than 5) but the rep was excellent and within 30 seconds (and before even asking him to do it) he had reversed the fees and made sure I would not get charged interest on the next bill.
https://socialapp.bankofamerica.com/facebook/home.jsp
I actually called them recently because I mistakenly did not have autopay enabled on an account I had just started using again and got charged a late fee and finance charge. I am a Platinum Honors level customer. I had to wait a few minutes on hold (less than 5) but the rep was excellent and within 30 seconds (and before even asking him to do it) he had reversed the fees and made sure I would not get charged interest on the next bill.
Thanks for the suggestion -- it worked perfectly!
I'm Platinum Honors as well and could never access chat either (and I concur on why there isn't at least a website Secure Message option like Citi/Chase). Tried the Facebook option and I got a response within 24 hours, including a phone call from a BofA "social media specialist." Definitely the way to go in the future!