Bank of America telephone support

I’m pleasantly surprised with the [Bank of America](http://www.bankofamerica.com/) telephone customer support. I’ve had a Bank of America account since being over in the US for my internship with [Apple](http://www.apple.com/). When I left, I decided to leave the account open in order for any last pay to go in and also for my US tax return to go in.

Recently, I tried accessing internet banking and found that my password was not accepted. I tried resetting it but kept getting ‘Unable to access your accounts at this time’ messages. In the end I bit the bullet and called up the internet banking support line.

I got a lady on the other end who was the most pleasant and helpful telephone based support person I have ever had. She was extremely helpful and friendly and assisted me in a happy manner. It actually sounded like she enjoyed her job! After verifying my details, she went ahead and found out that internet banking on my account had been disabled for some reason. She soon re-enabled it and everything was working again. I got off the phone feeling better than when I called, simply because of the way she interacted on the phone.

Jump ahead to today and I find that once again my internet banking accounts ‘cannot be accessed’. I have a feeling this time that I entered the username or password incorrectly but could not verify as I left all that information in Rockhampton. Since I also wanted to find out about closing the account, I decided to ring the support line again.

This time a guy answered and I was actually surprised to hear that he was even more helpful and friendly than the previous lady. He went out of his way to be extremely helpful and make things as easy as possible for me. When he had to put me on hold for a few mins, he would come back online every so often saying that he was still looking into it and wouldn’t be long. No recorded messages, no annoying ‘on hold’ music. He sorted everything out and answered all my questions. He even mentioned that if I was charged any fees during the transfer of my funds to simply mention his name and the fees would be waived.

It kind of says something about my experiences with telephone support in general when I get off calls like this feeling as though they are special and rare. Shouldn’t this type of service be standard for any business that offers support services?

I can’t remember any other telephone support calls I’ve had that even come close to the two I’ve received when calling Bank of America.