[jpsum]

ok... I have to post this as I don't know where else I can vent off my anger.

Background: The company I work for has a 401k account with BoA. The website to access my 401k account is different from the regular BoA website (bankofamerica.com). The website is actually: bankofamerica.myretirementsite.com. This website hasn't been working for months now and there is no tech support whatsoever because it is not a direct BoA website. So I tried the online chat with BoA and got this:



Brandi: Hello! Thank you for being a valued Bank of America customer! My name is Brandi. How may I assist you with your personal accounts today?


You: hi, I have a 401k account with BoA and the website for the account hasn't been working for a few months now.
You: https://bankofamerica.myretirementsite.com
You: I don't know who I can contact about that. My co-workers are having the same problem


Brandi: I understand your concern regarding the account status.
Brandi: To begin with, could you please provide me with your complete name and the last four digits of your account number?



You: I'm John S
You: I don't have my 401k account number with me at the moment
You: would my ss number work?


Brandi: Thank you, John.
Brandi: I can suggest with an alternative to view your account number online.
Brandi: You can locate your account number through Online Banking by taking the steps below:

Brandi: - Sign in to Online Banking
Brandi: - Select the Accounts tab
Brandi: - Select the Account Details section
Brandi: - Select the desired Account from the drop-down list
Brandi: - Select Show Account Number


You: this is my 401k account. It doesn't show up on the boa web page.
You: the problem is that the webpage, bankofamerica.myretirementsite.com, does not work and I cannot access my account online.
You: I can login to my checking and saving accounts without a problem.


Brandi: May I confirm is it a Credit Card account?


You: no no. It's a 401k retirement account


Brandi: John, please be informed that your account security is of prime importance to us and we chat associates will not be able to access your account until we have the last four digits of account number.
Brandi: I kindly request you to understand due to protection on your accounts information, we cannot access your account without the account number.


You: but i'm not asking for any account information

Brandi: I kindly request you to revert to us once you have a account number, so that we can assist you better.


You: I'm reporting to you that the website DOES NOT WORK

Brandi: Yes, I understand.


You: could you please tell me where to login to my 401k retirement account for BoA?


Brandi: However, to check the reason, we need to have at least the last four digits of account number.


You: ok

You: I can give you my checking account number
You: xxxx


Brandi: Let me check that for you.
Brandi: Please give me one moment while I access your account information.
Brandi: John, I see that the under your checking account online ID only two accounts are listed. That is your checking account ending in - xxxx and your savings account ending in - xxxx.


You: yes. I already know that.
You: could you please tell me where to login to my 401k retirement account for BoA?
You: because the one that I've been trying for months now does not work


Brandi: May I confirm do you have a separate online ID for your Retirement account?


You: yes


Brandi: Okay, so I kindly request you to log in using the online Id an password of your Retirement account, then we will be able to check that account.


You: how?
You: the website doesn't work
You: please give me a link


Brandi: Please be informed that we will not be able to provide you with any Link, however, as you said the website is now working, I have a best alternative for you.
Brandi: If you like I can get the contact phone number of our trained specialist of our Online Banking Techinical Department, who can trouble shoot the error.
Brandi: I am sure they will be able to help you in this regard.
Brandi: Would that be fine with you?


You: sure.
You: anything is better than this
You: yes
You: please provide the number

Brandi: Thank you for your understanding in this regard.

[Cyber]

All I can say about them is that shouldn't balance their checkbooks by unbalancing yours.

[sokdo]

Outsourcing at its finest

[gizmo83]

Stupid! Sounds like overseas support.

[jpsum]

update: the number she gave me does not support the website I need to access.

[Cyber]

Originally Posted by gizmo83

Stupid! Sounds like overseas support.

I hate talking to people overseas. They know so much personal info about us and it scares the hell out of me.

[Spaceman Spiff]

Haha was it an Indian call center? Every time I have talked to one of those people, it sounds like they're just reading off of a script and not even listening to you. Oh and they somehow cram N+1 "please" and "thank you"s in every sentence.

[jpsum]

Originally Posted by Spaceman Spiff

Haha was it an Indian call center? Every time I have talked to one of those people, it sounds like they're just reading off of a script and not even listening to you. Oh and they somehow cram N+1 "please" and "thank you"s in every sentence.

it wasn't a call.... it was one of those online-live-chat-help-thingy.

[its ray den]

you need to contact your HR or payroll dept to get involved. whoever manages your benefits package should know who to contact to get this resolved.

[335_i]

oversees support is the best and most efficient

[Mossive]

Originally Posted by its ray den

you need to contact your HR or payroll dept to get involved. whoever manages your benefits package should know who to contact to get this resolved.

agreed this is their job to deal with the indians.

[jpsum]

Agreed, but I work for a really small company. The HR guy is also the IT guy who is also the payroll guy. If you want something done in this company, you have to do it yourself most of the time. Anyways, thanks for listening guys.