Bank of America phone calls
October 15, 2008 6:46 PM Subscribe
Bank of America used my business phone number on a letter they sent out to customers. Now I am getting endless phone calls from their customers. What should I do?
I get 5+ calls a day demanding to know why I canceled their bank account, credit card, etc. or asking to speak with someone who can speak Spanish (these always take the longest - and I can't just hang up, or they call back).
I had to set up a temporary extension to my phone number for my regular customers to reach me at, because it eats up so much time.
I get 5+ calls a day demanding to know why I canceled their bank account, credit card, etc. or asking to speak with someone who can speak Spanish (these always take the longest - and I can't just hang up, or they call back).
I had to set up a temporary extension to my phone number for my regular customers to reach me at, because it eats up so much time.
Have you spoken to anyone at BOA?
Are you 100% sure they did do this and its not some sort of spam/scam letter or email?
I'm not sure specifically what to suggest, but knowing what info you already have and what actions you've taken will help people give more useful suggestions, I think.
Actually, one thing you might consider doing (guess it depends upon the business) is to not pick up the phone at all. Change your message to indicate the issue you're having and only pick up for people who are calling you appropriately.
posted by blaneyphoto at 7:03 PM on October 15, 2008
Are you 100% sure they did do this and its not some sort of spam/scam letter or email?
I'm not sure specifically what to suggest, but knowing what info you already have and what actions you've taken will help people give more useful suggestions, I think.
Actually, one thing you might consider doing (guess it depends upon the business) is to not pick up the phone at all. Change your message to indicate the issue you're having and only pick up for people who are calling you appropriately.
posted by blaneyphoto at 7:03 PM on October 15, 2008
Can you set up a recording that will play to people who dial this number to give them the number they should call (with no chance to leave a message)?
Time is money. Spending your time on this loses you money. Conversely, you can spend money so that it doesn't take up any of your time (e.g. get a temp to deal with the phone). There is a reasonable argument to be made that BoA owes you some compensation. Probably requires a lawyer.
posted by winston at 7:04 PM on October 15, 2008
Time is money. Spending your time on this loses you money. Conversely, you can spend money so that it doesn't take up any of your time (e.g. get a temp to deal with the phone). There is a reasonable argument to be made that BoA owes you some compensation. Probably requires a lawyer.
posted by winston at 7:04 PM on October 15, 2008
I have to think that BOA owes you some sort of compensation as they are costing you business, a new number, and an apology.
Have you seen the letter? see if you can get a copy.
posted by Ponderance at 7:28 PM on October 15, 2008
Have you seen the letter? see if you can get a copy.
posted by Ponderance at 7:28 PM on October 15, 2008
asking to speak with someone who can speak Spanish (these always take the longest
You need to learn, or teach your staff, how to say "This is not the right number for Bank of America" in Spanish.
posted by ThePinkSuperhero at 7:37 PM on October 15, 2008 [3 favorites]
You need to learn, or teach your staff, how to say "This is not the right number for Bank of America" in Spanish.
posted by ThePinkSuperhero at 7:37 PM on October 15, 2008 [3 favorites]
Are you sure that it's your number on the BoA letter? 5 calls a day for a bank the size of BoA suggests that it might just be a similar phone number and people are misdialling.
Otherwise, try and get a copy of the letter, then go to BoA and complain loudly and specifically about the negative impact their mistake is having on your business. Compensation would definitely be in order.
As a short term solution - as others have suggested, anything you can do to divert callers at the point at which they call in seems like a good idea.
posted by finding.perdita at 7:46 PM on October 15, 2008
Otherwise, try and get a copy of the letter, then go to BoA and complain loudly and specifically about the negative impact their mistake is having on your business. Compensation would definitely be in order.
As a short term solution - as others have suggested, anything you can do to divert callers at the point at which they call in seems like a good idea.
posted by finding.perdita at 7:46 PM on October 15, 2008
demand money from them for your trouble. get a lawyer to write a letter. contact the att. general of your state they owe you
posted by patnok at 8:18 PM on October 15, 2008
posted by patnok at 8:18 PM on October 15, 2008
If all else fails, start pretending to be Bank of America and give out erroneous information (e.g. "I'm sorry sir, your account has a balance of -$50,000"). You won't get any work done, but you'll feel better about it. I have a funny feeling that someone will contact you shortly to deal with the situations, although probably not the someone you want to hear from ;-)
There's an urban legend out there somewhere about someone who did this to a hotel that accidentally advertised her phone number, booking "reservations" and the like for callers.
posted by zachlipton at 9:00 PM on October 15, 2008 [1 favorite]
There's an urban legend out there somewhere about someone who did this to a hotel that accidentally advertised her phone number, booking "reservations" and the like for callers.
posted by zachlipton at 9:00 PM on October 15, 2008 [1 favorite]
If all else fails, start pretending to be Bank of America
"noooooooo, officer. I swear it was all a joke. someone on askme said I should do it!"
this is a really stupid idea.
posted by krautland at 11:47 PM on October 15, 2008
"noooooooo, officer. I swear it was all a joke. someone on askme said I should do it!"
this is a really stupid idea.
posted by krautland at 11:47 PM on October 15, 2008
As per PinkSuperhero:
"Lo siento señor/a, este número no es el número por el Bank of America, usted ha llamado Jsn7821".
posted by Fiasco da Gama at 12:03 AM on October 16, 2008 [1 favorite]
"Lo siento señor/a, este número no es el número por el Bank of America, usted ha llamado Jsn7821".
posted by Fiasco da Gama at 12:03 AM on October 16, 2008 [1 favorite]
You need a machine. "Hello, you have reached Bank of America but we are too important to take your call right now. Please call back later when your net worth has increased to a value we can respect. Customers are such a pain. Bank of America is too important to deal with your local whine." ;)
posted by caddis at 12:20 AM on October 16, 2008
posted by caddis at 12:20 AM on October 16, 2008
Seems like the answer you marked as "best" is going to result in more calls, not fewer.
First find out exactly what document they are sending out with your number on it. And make sure that document is from B of A. I wouldn't rule out someone using your number in a scam if all you get is angry calls. If it is a scam, escalate to your state attorney general.
If it's not a scam, make sure that they're not just routing your calls badly. I once had a call to Adobe customer support (obviously in India) transferred to a BMW dealer in Georga because the call center was configured wrong. If this is what's happening call B of A customer support and ask to talk to a manager until you get the highest ranking person you can and tell them the problem. Also tell them you will be following up to:
These guys. That link has full names and contact information for the exectuives in charge of customer relations and the CEO.
posted by Ookseer at 2:11 AM on October 16, 2008
First find out exactly what document they are sending out with your number on it. And make sure that document is from B of A. I wouldn't rule out someone using your number in a scam if all you get is angry calls. If it is a scam, escalate to your state attorney general.
If it's not a scam, make sure that they're not just routing your calls badly. I once had a call to Adobe customer support (obviously in India) transferred to a BMW dealer in Georga because the call center was configured wrong. If this is what's happening call B of A customer support and ask to talk to a manager until you get the highest ranking person you can and tell them the problem. Also tell them you will be following up to:
These guys. That link has full names and contact information for the exectuives in charge of customer relations and the CEO.
posted by Ookseer at 2:11 AM on October 16, 2008
zachlipton's approach punishes the innocent customer, not B of A. I don't think will be effective, for one thing, and IMO it's not the moral thing to do.
Ookseer's approach is the best - talk to B of A. If you have an account there, use that as leverage. Tell them you want them to send a correction letter with "NOTICE: INCORRECT CONTACT INFORMATION PROVIDED ON EARLIER LETTER. PLEASE NOTE CORRECT INFORMATION BELOW." (or something stated better)
posted by desjardins at 8:29 AM on October 16, 2008
Ookseer's approach is the best - talk to B of A. If you have an account there, use that as leverage. Tell them you want them to send a correction letter with "NOTICE: INCORRECT CONTACT INFORMATION PROVIDED ON EARLIER LETTER. PLEASE NOTE CORRECT INFORMATION BELOW." (or something stated better)
posted by desjardins at 8:29 AM on October 16, 2008
God, whatever you do, don't pull this bullshit of pretending to be the bank. There's a lot of scary financial stuff going on right now that most people barely understand, and the last thing the average person needs is some schmuck messing with them about their financial information because they were given an incorrect contact number. Seriously, put yourself in their position and don't lash out on people that didn't cause this mess. I know this must be super frustrating to you, but don't be a dick.
Contact BoA. Seriously.
posted by piratebowling at 8:46 AM on October 16, 2008 [5 favorites]
Contact BoA. Seriously.
posted by piratebowling at 8:46 AM on October 16, 2008 [5 favorites]
This happened to a friend of mine with a pizza place that had gone out of business, but only after they'd taken the yellow pages ad. The number went back into the pool of available numbers after some period of time. My friend got the number.
After weeks of telling people he wasn't a pizza place and that the yellow pages were wrong (some people would actually argue with him over the facts), he finally just started taken orders.
It was a fun way to spend a Friday night. Taken pizza orders, taking the calls back insuring them, "The driver's on his way," to finally being told they were never going to order from him again!
After the new phone books came out these calls mostly went away.
posted by cjorgensen at 8:57 AM on October 16, 2008
After weeks of telling people he wasn't a pizza place and that the yellow pages were wrong (some people would actually argue with him over the facts), he finally just started taken orders.
It was a fun way to spend a Friday night. Taken pizza orders, taking the calls back insuring them, "The driver's on his way," to finally being told they were never going to order from him again!
After the new phone books came out these calls mostly went away.
posted by cjorgensen at 8:57 AM on October 16, 2008
Even though Bof A did this in error, their action has caused trouble for your business. Document the problem, contact them, and ask for some compensation. Don't be greedy, but it's reasonable to ask for several thousand dollars for your troubles.
It would be unkind to those individuals to spoof the bank. Getting cash would be rather more satisfying.
posted by theora55 at 9:43 AM on October 16, 2008 [1 favorite]
It would be unkind to those individuals to spoof the bank. Getting cash would be rather more satisfying.
posted by theora55 at 9:43 AM on October 16, 2008 [1 favorite]
Suggestion: Write BOA chief executive officer a letter stating you are getting calls from their customers and that on MM/DD/YY you will start to give callers the following message.
"BOA is currently having difficulties with our financial communications. We are giving notice that your account financial data could also be affected at any time. We are not handling any calls at this time."
BOA CEO may contact me at xxx-xxx-xxxx to work out a plan of correction and compensation. Sincerely
posted by Fear Itself at 9:40 AM on October 18, 2008
"BOA is currently having difficulties with our financial communications. We are giving notice that your account financial data could also be affected at any time. We are not handling any calls at this time."
BOA CEO may contact me at xxx-xxx-xxxx to work out a plan of correction and compensation. Sincerely
posted by Fear Itself at 9:40 AM on October 18, 2008
This thread is closed to new comments.
Slightly annoying for your customers, but they can just press 1 right away to skip ahead to you, and you can remove it in a few weeks when the calls die down.
If you happen to have a GrandCentral account (I'd invite you if they were still giving out invites), you could set something like this up through them.
posted by zachlipton at 7:02 PM on October 15, 2008