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Friday, October 07, 2005

This is wrong: Bank of America


Click for larger image of entry area.

Bank of America allows you to transfer money to other Bank of America Accounts. That's a good thing.

But, it's not intuitive.

I tried entering my ATM card number in the entry field three times and finally figured out that despite the bold instructions, they only really want you to enter the last eight digits.

That is a poor user interface. If they only want the last eight digits, that's what they should ask for.

Like this:
Your ATM or Check Card Information

As an additional safeguard, we ask that you provide the last eight digits of your ATM or Check Card number in order to set up a transfer account.

* LAST EIGHT DIGITS of your ATM or Check Card Number: [........]
(Please enter in one of the following
formats:
xxxx xxxx, xxxx-xxxx, or xxxxxxxx)
Update:
The Bank of America responds to an email that I sent them regarding the above, with a Turning Test.

My guess, it's a computer response since they do not address the subject of my email, a suggestion to improve the user interface.

The bank's poor excuse for customer service is in the comments.

4 comments:

  1. Dear Stephen Garfield,

    Thank you for your inquiry dated 10/7/05 regarding Online Transfers.
    Your concerns are very important to us.

    Allow us to apologize for any inconvenience that you may have
    experienced in this matter. Our commitment is to provide the highest
    level of service possible.

    Please note that we are committed to keeping your customer information
    confidential, safe, and secure while you are using Online Banking. To
    ensure our customers receive the best in security, the following
    security measures are in place for Online Banking. This service is added
    only to protect the account from any fraud protection.

    We apologize for any inconvenience this may have caused. If we may be
    of further assistance, please contact us again by e-mail.

    Sincerely,

    Caroline Joshua
    Bank of America

    Did you know? You can pay all your bills in minutes with Online Banking
    with free, unlimited Bill Pay. Sign in to Online Banking and click on
    the Bill Pay and e-Bills tab to get started paying bills today.

    ReplyDelete
  2. Dear Stephen Garfield,

    Thank you for your inquiry dated 10/7/05 regarding Online Transfers.
    Your concerns are very important to us.

    Please follow the steps below to set up an account to transfer funds
    outside of Bank of America.

    1. Log in to Online Banking.
    2. Select the Transfer Funds tab.
    3. Select Add Account.
    4. Select the Outside the Bank link.
    5. Read the terms and conditions and select I agree.
    6. Enter either the financial institution?s name or the nine-digit
    routing and transit number.
    7. If the financial institution is found, click on the firm?s name.
    8. Select an account type.
    9. Select the 9-digit routing number, if not already selected.
    10. Enter the account number of the account you want to add.
    11. Enter a nickname to help you identify this account.
    12. Select one of the two authentication methods.
    - The Online Sign-in method takes less than a minute and requires
    that you enter the same name and password you use to access the external
    institution's Web site.
    - The Trial Deposit method takes two to four business days and
    requires that you confirm a transaction of a few cents to the external
    institution account. Accounts with special restrictions or tax
    implications, such as IRAs, 401ks and custodial accounts cannot be used
    with this service.

    In addition, when making an outbound transfer to a financial institution
    other than Bank of America, please note that there is a $3.00 fee for a
    three business day processing.

    Only accounts with a valid, complete US address are eligible to be added
    for outside the bank transfers. Foreign addresses or any address that
    is missing a required data field such as ZIP code are not eligible.

    If we may be of further assistance, please contact us again by e-mail.
    Thank you for choosing Bank of America.

    Sincerely,

    Caroline Joshua
    Bank of America





    Dear Stephen Garfield,

    Thank you for your inquiry dated 10/7/05 regarding Online Transfers.
    Your concerns are

    Remaining text truncated

    ReplyDelete
  3. Bank of America replies with an other LAME email:


    Image of envelope Subj: Re: Other Online Banking Features

    Dear Stephen Garfield,

    Thank you for your inquiry dated 10/7/05 regarding Online Banking
    Features. It is our pleasure to service your inquiry.

    We appreciate you taking the time to submit your comments and
    suggestions. Product enhancements, new account offers and other great
    ideas are submitted by many of our customers. We are currently
    reviewing your message and, if necessary, someone will get back with you
    for further clarification.

    If we may be of further assistance, please contact us again by e-mail.
    Thank you for choosing Bank of America.

    Sincerely,

    Chris Roberts
    Bank of America

    Did you know? You can pay all your bills in minutes with Online Banking
    with free, unlimited Bill Pay. Sign in to Online Banking and click on
    the Bill Pay and e-Bills tab to get started paying bills today.






    I understand about security BUT what about my suggestion to change the
    prompt on the ATM entry area:

    LAST EIGHT DIGITS of your ATM or Check Card Number

    ReplyDelete
  4. Here's the other LAME answer I got from Bank of America. this is ridiculous.

    Am I talking to a comuputer or someone from India?

    Dear Stephen Garfield,

    Thank you for your inquiry dated 10/7/05 regarding you Check Card
    number. It is our pleasure to service your inquiry.

    Please be advised, the last eight digits of your check card as per our
    records are: NNNNNNNN

    Please note, if you are experiencing difficulty setting up an outside
    the bank transfer using Online Banking, please be aware of the
    following:

    - Only accounts with a valid, complete US address are eligible to be
    added for outside the bank transfers. Foreign addresses or any address
    that is missing a required data field such as ZIP code are not eligible.

    - You must have a valid Social Security Number, SSN, on file with Bank
    of America. If you do not have your SSN on file, please visit your
    nearest banking center and ask to update your customer information.
    Please bring proper identification to the banking center to establish
    your identity.

    If we may be of further assistance, please contact us again by e-mail.
    Thank you for choosing Bank of America.

    Sincerely,

    Chris Roberts
    Bank of America

    Did you know? You can pay all your bills in minutes with Online Banking
    with free, unlimited Bill Pay. Sign in to Online Banking and click on
    the Bill Pay and e-Bills tab to get started paying bills today.






    This response is unacceptable.

    It has nothing to do with my request.

    ReplyDelete