… if he knows what he’s talking about. Which would rock.
Scene: You, due to some bad luck, some bad planning, unauthorized charges, and excessive bank fees, has lost his two checking accounts. First WaMu closed his checking account, then BofA closed his checking account, due to extended periods of overdrawnth (caused, it should be said, because of $35 NSF fees they imposed.) BofA has already established, in personal conversation, that You’s Money Market (interest-bearing) account is not affected by the closure of the checking account. You wants to save money while salvaging what he can of his bank accounts. Also, You has just learned about chexsystems, which allows banks to see whether people have mishandled checking accounts in the past.
Players:
In the role of “You:”, Joshua McGee, a customer of Bank of America
In the role of “Trevor”, a customer service representative who may or may not be called Trevor, who does not know the difference between the verbs “request” and “suggest”
Chat Information
Thank you for choosing Bank of America. You are now being connected to a Bank of America Online Banking Specialist.
Trevor: Hello! My name is Trevor. Thank you for being a valued Bank of America customer. I hope that you are having a great day!
Trevor: How may I assist you with your personal Checking and Savings accounts opened in ‘California’?
You: Hey Trevor, how’s it going?
You: I’m writing regarding my Balance Rewards Money Market account xxxxxxxxxx.
Trevor: Hi, I am doing good. Thank you.
Trevor: How about you.
You: I have a few questions.
Trevor: Please go ahead.
You: BofA recently closed my Checking account due to an overdrawn account
You: I was told that my savings account would not be affected
You: But as I think (?) I had some deal with having them linked, I wanted to see what’s in play now
You: In terms of fees, limits, etc.
You: I couldn’t figure it out from the basic help
You: Sorry
You: 1st: is there a monthly service charge?
Trevor: I regret to hear that your account was closed due to overdrawn balance.
You: 2nd: How many free deposits/withdrawals?
You: No problem
You: Not your fault
Trevor: I understand you wish to know more about your Money Market account.
Trevor: I am able to assist you in this regard.
You: Good job (for auditors)
Trevor: However, to proceed further, may I please have your complete name and the last four digits of your account number?
You: Thank you Trevor
You: Joshua McGee xxxx
Trevor: Thank you for providing the information, Joshua.
You: (to keep typing simultaneously:) 3rd: what happens with things that would be overdrafts
You: ?
You: I’m not rushing you
You: Look up what you need to
You: But I might keep typing
Trevor: Could you please give me a moment while I retrieve your account information?
You: Of course
You: (I bet you have that line in a macro…)
Trevor: Thank you for your patience, Joshua.
Trevor: I value your precious time.
You: (knock it off
Trevor: I see that you have a Balance Rewards Money Market account ending in -xxxx.
You: Yes
Trevor: I request you to maintain minimum daily balance of $25,000 in account or link account to a Prima Relationship to avoid the fee of $20.00 in your account.
You: hmm
You: I’m in Chex now
You: So, given that
You: Is there a free (or cheaper) account?
You: I don’t even care if it’s interest-bearing
You: I’m trying to avoid the fee
You: I lost my job and became disabled
Trevor: I understand you wish to convert your account to another type.
You: So I have very little money right now 
You: Yes – in such a way that Chex would not make the transfer fail
Trevor: However, to compare accounts, I request you to click on the following links:
You: I will do so – will you stay on the “line” here?
Trevor: For checking accounts, please click on the following link:
Trevor: http://www.bankofamerica.com/deposits/checksave/
You: I won’t be approved for a checking account
Trevor: For savings accounts, please click on the following link:
Trevor: http://www.bankofamerica.com/deposits/checksave/index.cfm?template=save_overview
You: Will you be here when I get back?
You:
Trevor: Yes, I am here to assist you.
Trevor: Is there anything else there I can assist you with?
You: “Regular Checking Account”, please
You: (maybe I have that already?)
Trevor: You mean you wish to convert your account to MyAccess checking account.
You: IF AND ONLY IF this will not cause my current account to close AND the new account to potentially fail to be approved
Trevor: Then, I request you to open a Prima with Tiered Interest checking account.
You: I don’t follow
You: Oh, I see
You: No, they won’t open one of those for me
Trevor: You mean you did not understand what I am saying?
You: As I said I am in Chexsystems now
You: I am 101% sure that I would be denied
You: This was largely beyond my control, and it sucks, but I’m trying to keep hold of what I can
You: Losing the savings account in the bargain would NOT be good
Trevor: I sincerely apologize to hear that.
Trevor: However, I request you to visit a nearest banking center and talk to a specialist about your concern and ask him to open a new account for you.
You: *sigh*
Trevor: I assure you that our specialists are able to fix this issue there and then.
You: This is beyond your power to help me with?
You: Fix *what*?
You: Can you say?
Trevor: They are able to open an account for you.
You: OK, Trevor, I will do that – but I’m hearing the implication that one account cannot be converted into another. Is that correct?
You: If that is not the case, are you saying that this IS possible but that you cannot do this for me?
Trevor: Please note that you can convert your account to a different account type.
You: Yes
You: Only at a banking centre?
You: I mean, we can’t do that, right now, tonight, right?
Trevor: I am able to convert your account to a different account type right away. But unable to open an account for you.
You: Yes. OK. Upon reflection:
You: The best thing might be for me to walk into an account with $300 in cash, in order to convert the account and meet the minimum balance
You: ?
Trevor: Yes.
You: (one question about that:)
Trevor: Please go ahead.
You: Is the $300 requirement an average daily balance requirement, or if the account balance drops to $299.99 at ANY point is the fee assessed?
Trevor: Yes, if the balance drops below $300.00 even if a single day, an account fee of $5.00 will be charged to your account.
You: Oh, it’s only $5?
You: Didn’t notice that
Trevor: Yes.
You: I was back at $20/$25 for the other account
You: Well – if there is NSF in the account when the fee is assessed, what happens?
Trevor: Yes.
You: Are there overdraft charges a la the checking accounts?
Trevor: No, there is no nsf fee charged to your account. But the Regular Savings Account offers three withdrawals per monthly statement cycle at no charge.
You: Yes
Trevor: After three withdrawals, the charge per withdrawal is $3.00 if the minimum daily balance is below $2,500.00.
Trevor: Please note that if the withdrawal limit is exceeded during three statement cycles in a 12-month rolling period, the account will be converted to a MyAccess Checking account.
You: So, I’d have a negative balance for a few days, I won’t get stung by another $35/whatever slap, right?
Trevor: Yes, your savings account will not be charged any fee of $35.00.
You: OK. So, with my current account the fee is $25 or whatever. For the Regular Savings it’s $5, with no overdraft penalty if I don’t have the $5 in there
You: correct?
Trevor: Yes.
You: OK
Trevor: But keep in the mind the excessive withdrawal fee of $3.00 as well when you exceed the transfers or withdrawals.
You: So it would seem reasonable to convert the account RIGHT NOW to the Regular Savings, and then go to deposit the $300 ASAP.
You: Unlimited deposits?
Trevor: Yes.
You: That should be fine
Trevor: You can make unlimited deposits.
You: I will mostly be depositing checks and transferring to PayPal or something, to burn only one w/d
You: So this works for me
You: You might not be able to advise me, but there are no apparent holes in my logic, right?
You: “allowed” I should say
Trevor: Yes.
You: OK
You: So:
You: Do you need stricter challenge-response questions to convert my account?
You: Or do you just push some buttons?
You: (I have a question that may be beyond your expertise, but maybe you do know or can refer me to documentation)
Trevor: However, to convert your account to a Regular savings account, I request you to write us an e-mail to our Customer Service Department.
You: I see
Trevor: You are able to send an e-mail to us by visiting the Customer Service tab and then selecting Send a Message to Customer Service, which is located on the left hand side of the screen.
You: This is not something we do while chatting, right?
You: OK, so, one more question?
Trevor: Yes.
Trevor: Please go ahead with your concern.
You: If I exceed the 3/per month on 3 months and the conversion happens to the checking account
You: Will that CONVERSION be denied?
You: I mean, if I’m still in Chex?
Trevor: No, you are not in chex.
You: Oh. I’m not?
You: Very surprised, but thank you.
You: You mean that you looked, and you are sure that I have no report, right?
Trevor: Thank you for your co-operation and understanding.
Trevor: Is there anything else there I can assist you with?
Trevor: Yes.
You: I’m sorry to take your time, but I do need at least one more clafication
Trevor: Please go ahead.
You: OK, so I’m not in chex. So if my savings account gets converted to a checking account after a year because I’m hitting it too frequently, then I’d get a checking account back? Not to belabor the point, but the checking account that they closed this month?
You: I mean, not the same account number
You: But it sounds like I could go in tomorrow and open another checking account without a chex record
You: I know this is beyond your purview
You: So tell me to get lost if you must
Trevor: I understand you would like to know if you can open an account with Bank of America if you exceed the limits of your savings account.
You: kinda
Trevor: Yes, as you will not be reported to the chexsystem for this concern.
Trevor: You can open another account with Bank of America.
You: I can go into a branch tomorrow and OPEN A CHECKING ACCOUNT, after they have closed my checking account for being overdrawn, and turned it over to collections?
You: Why in blazes would they be willing to do that?
Trevor: I understand your concerns regarding the closure of your account. I see that the account was closed because the balance was overdrawn for 120 consecutive days.
Trevor: In an attempt to avoid closing your account, we mailed notices to the address on file to make you aware of the outstanding balance. A final notice was sent stating the account was in jeopardy of closing and a date of closure was provided in the letter.
You: Correct
You: I understand
You: I didn’t have the money
Trevor: Each overdrawn account is evaluated on a case by case basis. The decision to close the account is made by the banking center manager where the account is maintained.
You: Yes.
You: You understand that I’m not complaining, right?
You: I mean, I know about the cut-and-pasted stuff
Trevor: I understand that.
You: But I doubt they will open a checking account for me, seeing as they JUST CLOSED ONE
You: (Am I missing something?)
Trevor: Yes, they will definitely open a new account for you.
Trevor: No, you are not missing anything.
You: Well then.
Trevor: Is there anything else there I can assist you with?
You: Yes. What is the minimum deposit for the most boring checking account? $45?
You: $25, I mean
You: ?
You: Do you have an employee/ID number for my records?
Trevor: Please note you need to maintain a minimum opening balance of $25.00 for the checking account.
You: (sorry to change subjects in medias res)
You: Yes
You: What does “maintain a minimum opening balance” mean?
Trevor: Unfortunately, we do not provide our numbers to the customers due to security concerns.
You: I see
You: So when I print this out, are you uniquely identified as Trevor?
Trevor: I am sorry for the typo error.
Trevor: Yes, I am Trevor.
You: deposit a minimuum of $25, right?
You: not “maintain”
You: ?
Trevor: You need to have a minimum opening balance of $25.00 in your checking account while opening a new MyAccess checking account.
You: yes
Trevor: Absolutely!
You: minimum balance is $0, correct?
Trevor: Yes.
You: OK
You: So, tomorrow, as long as I’m going anyway, I guess I’ll do the account conversion and the new account in the same trip
Trevor: If you open an account Online, it is free with direct deposit and minimum balance requirement.
You: Yes, but, I don’t have direct deposit available to me at this point
You: But thank you
Trevor: No, need to the new account.
Trevor: Thank you for your co-operation and understanding, Joshua.
Trevor: Is there anything else there I can assist you with?
You: You must be frustrated with me, sorry, but maybe one more
Trevor: No, I am not at all frustrated with you, Joshua.
Trevor: My job is to get things done for you.
You: If I were to go into a branch tomorrow, I could bring $25 to deposit in the new checking account, and as little as $0 to convert the type of savings account converted. Correct?
Trevor: I request you to open a new checking account Online to avoid the monthly fee.
You: I see
You: How to deposit the $25?
Trevor: You can deposit the money through the banking center.
You: A bricks-and-mortar branch?
You: (sorry)
Trevor: Whatever banking center it may be.
You: Yes. A PHYSICAL banking centre. So I open an account online, DON’T DEPOSIT ANYTHING, then somehow “activate” it when I go into a branch and deposit the $25+
You: Or will they want to charge a credit card $25 or something online?
Trevor: Do you have a Credit Card account?
You: BofA? No. But I have a Master Debit card
Trevor: I request you to transfer the amount from your Credit Card account to the new checking account you are opening.
You: OK – so I WILL NOT be able to open an account without a credit card?
Trevor: No, you are able to open an account.
You: I. Am. Sorry. I am feeling dense
You: I can open the account for $0
Trevor: But if you have credit card with you, why go to banking center to deposit the small amount of $25.00.
You: This saves me from a fee – a monthly fee – when I open online?
You: (Free coffee and donuts? 
You: Or a one-time fee?
You: So, to sum everything up: I could theoretically deposit $375 with a credit card when opening the checking account
Trevor: Yes, when you open an account Online, your account will be free.
You: Trevor, free every month or free of an activation fee?
Trevor: No, you need to deposit the minimum balance of $25.00.
Trevor: Yes, it is free every month.
You: Understood
You: And would not be free every month if I opened it at a branch?
You: Web special thing?
Trevor: Please note, if you open a checking account at a banking center, you need to maintain a direct deposit from your employer each statement period to avoid the fee of $8.95 in your checking account.
You: I see. A MONTHLY $8.95 fee.
Trevor: Yes.
You: THANK YOU
You: Open checking account on line with as little as $0.
Trevor: Thank you for your co-operation and understanding.
Trevor: Is there anything else there I can assist you with?
Trevor: Absolutely!
You: Email Customer Support to convert savings account
You: Take $300 into branch ASAP to get the minimum balance in place before 9/1 (?)
Trevor: Yes.
You: GREAT
You: You’ve been a HUGE help
You: Can I give you a perfect 10 review somehow?
You: Customer Satisfaction Survey or something?
Trevor: Thank you for your feedback, Joshua.
You:
Trevor: Do you have a minute to spare? We care for you and would really like you to get the best possible benefits while banking with us.
Trevor: Keeping this in mind, Bank of America has designed a complete new tool, which will help you to manage your finances much better.
Trevor: Please check this site out, and I am sure you will really be much rewarded and manage your finances much better after this :
Trevor: http://learn.bankofamerica.com/?cm_mmc=General-_-vanity-_-ZZ01VN0039_learn-_-FIN_WELL
You: Thank you
Trevor: Thank you for choosing Bank of America’s Text Chat Service! We appreciate and value your business and have a wonderful day!