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Welcome to an online chat session at Bank of America.

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ct you to the next available Bank of America Online Banking Specialist. Your cha
t may be monitored and recorded for quality purposes. Your current wait time is
approximately 0 minute(s). Thank you for your patience.
Chat InformationThank you for choosing Bank of America. Abraham Maslow is ready
to assist you. For security purposes, please remember to close your chat window
when completed.
Abraham Maslow: Hello! To assist you with your personal checking or savings acco
unt, may I please have your first and last name?
you: Hi there, Abraham! My name is Kristopher Gates.
Abraham Maslow: Hi, Kristopher
Abraham Maslow: How may I assist you today?
you: Old news, but I only just learned Bank of America discontinued the eBanking
account as well as other "test" account types. I have (and enjoy) my eBanking a
ccount. Put directly: do I have to worry about it being converted to an account
with monthly fees, or am I "grandfathered" in with this account type indefinitel
y?
Abraham Maslow: Let me share the complete information in this case.
Abraham Maslow: Please allow me some time while I access your account informatio
n.
you: Thank you
Abraham Maslow: You are welcome.
Abraham Maslow: Thank you for your patience.
Abraham Maslow: Yes, we are not offering E-banking Checking account anymore.
Abraham Maslow: It is not for indefinitely.
you: Put directly: do I have to worry about it being converted to a different ac
count type, or am I "grandfathered" in with this account type indefinitely?
Abraham Maslow: We are already start the process to convert the E-banking accoun
ts to Bank of America core Checking account.
you: I am sorry to hear that. I am assuming there is no longer the option to per
form all my banking online in lieu of the monthly fee?
Abraham Maslow: Yes, did you receive any notification about the account conversa
tion?
you: No, I heard by word of mouth that people are having their accounts converte
d.
Abraham Maslow: Alright!
you: I am a little disappointed, Bank of America is a very modern and advanced b
ank and I am sad to see they are removing options to use technology instead of u
sing branches and tellers.
you: If there is no way for me to avoid the monthly fees I would like your assis
tance in closing the account.
Abraham Maslow: You can use still use all the electronic channels in Bank of Ame
rica core Checking account.
you: But for $12/month, correct?
Abraham Maslow: Yes, absolutely.
Abraham Maslow: I am sorry to to know that you are thinking to close your accoun
t with us.
you: There is no reason for me to pay $12/month when I have free checking with m
y credit union.
Abraham Maslow: In Bank of America core checking account, there is a monthly mai
ntenance fee of $ 12 which can be avoided either by maintaining an average daily
balance of $ 1500.00 or getting a single direct deposit of $ 250.00 or above ev
ery statement cycle.
you: If you can help me avoid the fee then I will keep the checking account, oth
erwise I ask you to help me close it.
you: Please note that I have been a Bank of America customer for many years.
Abraham Maslow: I can understand your situation.
Abraham Maslow: I appreciate that you have being a valued Bank of America custom
er since 2004.
Abraham Maslow: However, you will receive the notification regarding the account
conversation if your E-banking Checking account will get converted to Bank of A
merica core Checking account.
you: You are now saying "if", is there any doubt in thsi?
you: You said it is not indefinite.
Abraham Maslow: Yes, it is not indefinite.
you: OK. Then please define it. You are saying "if" my account is converted, and
because there are fees involved, I repeat the above: If you can help me avoid t
he fee then I will keep the checking account (and I do want to keep it), otherwi
se I ask you to help me close it.
Abraham Maslow: Let me share the complete information in this case.
you: Thank you for your efforts. I personally appreciate anything you can do in
the matter.
you: I like Bank of America mobile banking and use it for check deposits, it is
much better than either Chase or Wells Fargo in this matter.
Abraham Maslow: I appreciate your valuable feedback.
Abraham Maslow: Be assured you will be notified well in advance before the accou
nt conversation.
you: I repeat the above: If you can help me avoid the fee then I will keep the c
hecking account (and I do want to keep it), otherwise I ask you to help me close
it.
Abraham Maslow: I am sorry to to know that you are thinking to close your accoun
t with us.
you: You have already apologised for this.
Abraham Maslow: I do not see any note placed on your account regarding the accou
nt conversation.
you: I repeat the above: If you can help me avoid the fee then I will keep the c
hecking account (and I do want to keep it), otherwise I ask you to help me close
it.
Abraham Maslow: So there is no need to worry.
Abraham Maslow: Let me share the requirements to avoid the monthly maintenance f
ee on your E-banking Checking account.
you: You are refusing my request. Either help me close the account or escalate m
y request to a supervisor.
Abraham Maslow: I sincerely apologize for the delay.
Abraham Maslow: Do you wish to close the E-banking Checking account right now?
you: Yes
Abraham Maslow: If you wish I can transfer your chat to our senior chat Speciali
st who will be able to look into this further.
you: I appreciate that you do not like to close accounts but as a human being, p
lease read what I have repeated several times and help me close the account.
Abraham Maslow: Sure.
Abraham Maslow: No problem.
Abraham Maslow: In order to close your account, there is a need to bring your ac
count balance to $0.00.
you: I would like to transfer the remaining balance.
Abraham Maslow: Sure.
Abraham Maslow: Please transfer the remaining funds to your Bank of America Cred
it card ending in 4513.
Abraham Maslow: Please let me know once you are done.
you: No, I would like to transfer the funds to my other linked account.
Abraham Maslow: Alright!
Abraham Maslow: However, if you will make the transfer to some other bank accoun
t then you need to wait for today's Overnight Processing to complete.
you: I do not think that is correct, I believe I have the right to cancel my acc
ount and have Bank of America transfer the funds as part of the same process.
Abraham Maslow: I sincerely apologize as we can place the request to close the o
nce your account balance is $0.00 and there is no pending transactions on your a
ccount.
you: I do not think that is correct, I believe I have the legal right to cancel
my account and have Bank of America transfer the funds. Person to person, it is
very sad that you are ignoring my request in order to not cancel my account. Ple
ase transfer this chat to the senior chat specialist.
Abraham Maslow: Sure.
Abraham Maslow: Kristopher. I will be transferring you to a Senior Chat Speciali
st who will be able to review our conversation and assist you further. Please re
main online while you are connected.
Abraham Maslow: In this case, we can also send the cashier's check of the remain
ing balance of your E-banking Checking account at your mailing address.
Abraham Maslow: Would that be okay?
you: No, I wish to initiate an electronic funds transfer.
Abraham Maslow: Alright!
Abraham Maslow: Kristopher, you are going to make the transfer to some other per
son's Bank of America account.
you: I believe I have the legal right to cancel my account and have Bank of Amer
ica transfer the funds. Person to person, it is very sad that you are ignoring m
y request in order to not cancel my account. Please transfer this chat to the se
nior chat specialist.
Abraham Maslow: Yes, you have the right to transfer the funds and close the acco
unt, however, we can place the request to close the account once the account bal
ance is $0.00 and there is no pending transaction on the account.
Abraham Maslow: I understand your concern.
Abraham Maslow: Bank of America begins overnight processing at 12:00 a.m(Domicil
e State Time Zone). All accounts are updated nightly with the items presented fo
r that business day, which normally takes two to three hours. In general, all up
dated information is available to you by 8 a.m.(Domicile State Time Zone) the ne
xt morning.
you: Please transfer this chat to the senior chat specialist.
Abraham Maslow: I am checking the availability of our senior chat Specialist for
you.
Abraham Maslow: I apologize for the delay. It will take few more minutes.
you: "Domicile State Time Zone" is nonsense. You need to proofread what you want
to send before you copy and paste it.
Abraham Maslow: Kristopher, are you going to make the transfer to some other per
son's Bank of America account?
you: No, it is no other person's money, nor is it Bank of America's.
Abraham Maslow: Thank you for confirming.
Abraham Maslow: Thank you for your patience.
Abraham Maslow: I am afraid, our senior chat Specialists are not available via c
hat right now.
Abraham Maslow: So please transfer the funds and contact us tomorrow so that we
can close the account for you.
you: In that case, I demand that you help me initiate the funds transfer and clo
se my account.
you: You have the power to do both of these things as part of the same procedure
. I have closed accounts before.
you: Bank of America is not unique among banks in that it cannot transfer funds
and close an account.
Abraham Maslow: I am afraid, due to security reasons we are not authorize to tra
nsfer the funds from your Bank of America account to some other bank's account.
you: That is patently false. I have already confirmed the link to the other acco
unt via confirming a deposit.
you: It is a verified account.
you: Please go get ahold of a senior chat specialist. This is unprofessional.
Abraham Maslow: I am afraid, we at the chat channel are authorize to make outsid
e the bank transfers so in this case, you can contact our customer service phone
Specialist or visit at any of our nearest banking and they will transfer the fu
nds and close the account for you.
you: Please go get ahold of a senior chat specialist. This is unprofessional.
Abraham Maslow: I am afraid, our senior chat Specialists are not available via c
hat and we all follow the same set of rules.
you: Abraham, I am going to hold you to your earlier offer on this.
you: "Abraham Maslow: If you wish I can transfer your chat to our senior chat Sp
ecialist who will be able to look into this further."
you: Please do what it takes.
Abraham Maslow: I completely understand.
Abraham Maslow: Let me check if a senior chat specialist is available online or
not.
you: Thank you.
Abraham Maslow: You are welcome.
Abraham Maslow: Yes, I have said that, however, at that time our senior chat Spe
cialist was available and they are not available now.
you: Are they permanently unavailable, or are they refusing to accept the chat?
Abraham Maslow: Please contact us back after sometime and our senior chat Specia
list will be available.
Abraham Maslow: They are not available rightnow.
you: I know you do not control the rules but I do not think you, me, the chat de
partment, your company, or Bank of America wants to see outcomes like this. This
is absolutely terrible service.
Abraham Maslow: I sincerely apologize for the inconvenience caused to you.
Abraham Maslow: I do understand your concern.
you: Please go get ahold of a senior chat specialist. This is unprofessional.
Abraham Maslow: I sincerely apologize our senior chat Specialist is not availabl
e right now so I am unable to transfer this chat.
Abraham Maslow: However, you can chat back with us and we will certainly transfe
r your chat to our senior chat Specialist.
you: OK, then please offer me customer service. I believe I have the legal right
to cancel my account and have Bank of America transfer the funds. Person to per
son, it is very sad that you are ignoring my request in order to not cancel my a
ccount.
Abraham Maslow: Yes, I agree with you.
Abraham Maslow: I am ignoring your request.
you: OK. So if you do not have the authority to put in the cancel request becaus
e of the transfer, you must go find someone who has that authority.
Abraham Maslow: Kristopher, I am saying that please transfer the funds from your
Bank of America to some other account and wait for today's Overnight Processing
to complete and once there is no pending transaction on your account then we wi
ll place the request for account closure for you.
Abraham Maslow: Yes, you have the right to close the account.
Abraham Maslow: You just need to wait for today's Overnight Processing.
Abraham Maslow: Bank of America begins nightly processing at 12:00 a.m. Local Ti
me. All accounts are updated nightly with the items presented for that business
day, which normally takes two to three hours. In general, all updated informatio
n is available to you by 8 a.m. Local Time the next morning.
you: Abraham, I am saying that you and your employer are customer support for Ba
nk of America, and I have closed accounts here before. It is customary to be abl
e to transfer funds and close the account as part of the same procedure. If you
are not able to do this, something is very wrong here with your customer service
, and I ask to speak to your supervisor.
Abraham Maslow: We can only close the account if the transaction is between the
Bank of America accounts.
you: Then that is a problem, because I have the right to close the account and h
ave the transfer of funds initiated.
Abraham Maslow: Yes, we can only transfer the funds between your Bank of America
Checking and savings account and place the request to close the account for you
, however, you do not have any other savings or Checking account with us.
you: I do not need to wait until tomorrow to do this. I am under no obligation t
o transfer the funds to another Bank of America account. Clearly, you are not au
thorized to make this request, but someone is.
you: Please transfer me to a supervisor. This is unprofessional.
Abraham Maslow: Kristopher, I request yo to please understand, we are not author
ized to make transfers on your behalf. If there would have been a way to transfe
r then I would have definitely done that for you. As of now our senior chat spec
ialists are not available to take chats.
Abraham Maslow: Therefore, it is my humble request from you to please contact us
after sometime.
you: I should be able to contact you at any time.
you: Please transfer me to a supervisor. This is unprofessional.
Abraham Maslow: Any of our next available representative will transfer the chat
to our Senior chat specialist for you.
you: I have already contact you, Abraham. Please transfer me to a supervisor. Th
is is unprofessional.
Abraham Maslow: Kristopher, I apologize for any inconvenience it may be causing
to you however, I will not be able to transfer the chat to our Senior chat speci
alist for you.
you: Abraham, I am going to hold you to your earlier offer on this. "Abraham Mas
low: If you wish I can transfer your chat to our senior chat Specialist who will
be able to look into this further." Please do what it takes.
Abraham Maslow: Please contact us after sometime.
you: I should be able to contact you at any time. Abraham, I am going to hold yo
u to your earlier offer on this. "Abraham Maslow: If you wish I can transfer you
r chat to our senior chat Specialist who will be able to look into this further.
" Please do what it takes.
Abraham Maslow: I understand your situation however, at that time our Senior cha
t specialist were available. They are not available now.
you: I should be able to contact you at any time. Abraham, I am going to hold yo
u to your earlier offer on this. "Abraham Maslow: If you wish I can transfer you
r chat to our senior chat Specialist who will be able to look into this further.
" Please do what it takes.
Abraham Maslow: I understand your situation however, at that time our Senior cha
t specialist were available. They are not available now.
Abraham Maslow: Please contact us after sometime.
you: Abraham...
you: Do you really want your boss to see you fighting with the customer?
you: Please transfer me to a supervisor. This is unprofessional.
Abraham Maslow: I sincerely apologize for the inconvenience, I request you to pl
ease understand our Senior chat specialists are not available right now else I w
ould have transferred the chat.
you: OK then as a person
Abraham Maslow: Please contact us after sometime however, our Senior chat specia
lists will also not be able to make the transfer.
you: Please tell me why I should have to contact you "after sometime"
you: When I am here with you now and it is your job to offer customer service
Abraham Maslow: Because our Senior chat specialists are not available.
Abraham Maslow: Kristopher, I am trying to help you in every possible way howeve
r, please understand we are not allowed to make the transfers on your behalf.
Abraham Maslow: This is a security policy which bank follows to protect your mon
ey.
Abraham Maslow: I humbly request you to please contact us later.
you: I have already verified my account with a deposit. It is an account I regul
arly use. There is no security concern, the only difference here is I wish to al
so cancel my account.
you: I do not think you are saying that the rules will be any different when I c
ontact you later.
you: Are you saying that the rules will be different when I contact you later? I
f not, then we must handle this now.
Abraham Maslow: Until and unless the transfer is not posted in your account we w
ill not be able to close your account.
you: You are speaking nonsense. "Unless the transfer is not posted in your accou
nt we will not be able to close your account" is a contradiction.
Abraham Maslow: Kristopher, if you wish you can transfer the funds to your credi
t card account and then we will close the account for you.
you: I am not even sure if it is legal for you to continue to say that after I h
ave said no. That is coercion. The money is mine, not Bank of America's.
you: I understand that you do not have the ability to transfer the funds, so tra
nsfer me to someone who does.
Abraham Maslow: I am afraid no one in the bank has ability to transfer the funds
from your account right away to another bank account and then close the account
. Please visit the banking center or we can only issue a cashier's check and the
n close the account.
Abraham Maslow: Are you still with me? Please respond so that I can leave this c
hat window open to answer any questions for you.
you: First, I am not saying the funds must transfer right away, I am aware they
can take time. Second, you are not the online banking center?
Abraham Maslow: In that case you can transfer the funds from your account howeve
r, the account cannot be closed until the transfer posts to your account.
Abraham Maslow: Let me know if I can help you with anything else.
you: Yes
you: You can help me by finding a supervisor, and if they are not available, ple
ase wait until they are.
you: At this point, that would be helping me in "every possible way".
Abraham Maslow: Alright!
you: Thank you
Abraham Maslow: Let me transfer your chat to our supervisor.