Bank of America Mobile Banking review: Representative

I called because I needed help with my mom’s account. My mom does not speak English, so I was assisting her with the call. Unfortunately, the representative who answered the phone did not seem to believe us and told us that we needed to go to a Bank of America branch and provide two forms of identification.

I explained to her that there is no Bank of America branch near us and that we would have to drive approximately two hours just to get there. All we are trying to do is activate my mom’s mobile banking account so she can pay her bills through the mobile app.

The representative was extremely rude and disrespectful toward both me and my mom. Instead of trying to help us find a solution, she made the situation more difficult and eventually hung up the phone on us. I was very disappointed and upset by the way we were treated.

We were simply calling for assistance because my mom needs access to her mobile account to pay her bills. I understand that there may be security procedures that need to be followed, but I believe customers should still be treated with patience, respect, and professionalism—especially when they are genuinely asking for help.

I would appreciate it if someone could review this situation and help us activate my mom’s mobile account without requiring us to drive two hours to a branch if there is another way to verify her identity.