Subject: Re: BAC
I know from business and personal account experiences (not BAC) just how bad customer service has become. We actually prefer to do everything on line as it is hard to get to a knowledgeable person in a bank (phone, chat or in person)these days. It’s when the on-line interface lets us down our proverbial pot boils over.

Tangential, but IME more and more banks and brokerages alike are trying to do away with online support and force people into making phone calls. E*TRADE did away with their online secure messaging which is how I used to do all my interactions with CS. In the most recent case where I had to call them, the "certified broker" - he was very insistent about that - informed me that they were not legally allowed to do that any more. I asked him to point to the law and and he promised to send a link which of course he did not. Odd that such a law would specifically affect E*TRADE and not, say, JP Morgan or SoFi.

Credit Unions are the exception and seem happy to do everything through secure messaging. Generally to a single, clueful individual.

What I can't for the life of me figure out is WHY they want to force people into making phone calls. It's not faster, it's not cheaper, and it's not more effective. It's wading through phone trees, verifying your identity again and again, and trying to get past L1 support to an actual human capable of understanding what you're talking about and doing something about it.