It's common to call a bank's customer service number to learn about the institution's services. With the competition among banks, a customer can get some good deals that can result in better interest rates for loans and higher interest earnings on savings accounts. I called Bank of America's 800-285-6000 customer service number to ask about their rates for auto loans.
When I dialed the number, an automated customer service system greeted me with, "This call may be recorded," and thanked me for calling. That was a little different from other customer service numbers I've called because I typically hear a welcome message first, and at some point later, the system tells me that the company may record my call. The system offered information in Spanish if I pressed "9."
The automated voice told me I needed to say or enter my account number to get started. After a brief silence, the system repeated the information about entering my account number and added that I could enter my social security number or account number. I could wait a minute or press 1 if I needed more time. When I didn't enter anything, it said I needed to enter a valid account or Social Security number to speak to a representative. It also mentioned that I could enter a telephone access ID.
I don't have a Bank of America account, so again, I didn't enter any numbers the system requested. There was more silence, and then the automated voice told me that year-end tax information or interest paid would be available in the automated phone system after January 29, 2024. It also said year-end tax statements will be mailed or accessible online after January 31, 2024. The system said to call back when I had my account or social security number. Then, the call ended with "Goodbye."
Bank of America is one of the largest banks in the U.S., so I don't expect a human to answer as soon as I call one of its customer service numbers. However, like many people, I may unknowingly contact a customer service number not dedicated to the information I need. In that situation, I expect an automated system to route my call to an associate who can help. However, the automated answering system for this number left me hanging. When I didn't enter the requested information, I could go no further and was left to listen to what the system assumed might be helpful.
Large companies typically have several customer service numbers. I'm not suggesting that each company's customer service number should address every customer issue. I don't care for lengthy menus, but automated systems like this could help a caller get the information they need by offering an option for other inquiries. In my case, asking about interest rates for auto loans could lead to my becoming a Bank of America customer. However, I couldn't get past the system prompting me to enter information that didn't apply to my reason for calling.