Frequently Asked Questions

About scheduling an appointment online

• Show What is the benefit of scheduling an appointment online?
  You can easily schedule an appointment online to meet with one of our specialists for a day and time that work best for you.
• Show Can I still go directly to my banking center and meet with an associate without making an appointment?
  Scheduling your appointment online means you avoid waiting if banking center associates are serving other customers. But you can still come in and speak with an associate without making an appointment.
• Show What topics can I get help with at my appointment?
  All banking center locations have associates who can help you with personal banking needs, such as account opening or renewal, or small business needs, such as applying for a new loan or account maintenance and service. 

  In addition, some locations have Merrill Edge Financial Solutions Advisors with whom you can discuss topics such as saving for retirement, managing retirement income and expenses, and investment topics.

  A home loans specialist is available to meet with you in some locations or over the phone to discuss these topics:

  Buying a home
  Refinancing
  Using the equity in your home

  Please note: Appointments cannot be scheduled for transactions that would typically be handled by a teller, such as depositing checks, making a withdrawal or balance inquiries.

• Show What is a Small Business Banker?
  Small Business Bankers have proven expertise in evaluating small business financial needs and matching those needs with Bank of America's world-class financial products and services. Their aim is to make it easier for small business owners to start and grow their business. They are uniquely trained and positioned to ensure that all of the capabilities and partnerships of Bank of America are readily available to help small business owners meet their goals.
• Show What is a Merrill Edge Financial Solutions Advisor?
  A Financial Solutions Advisor can help you with your financial needs, including savings, retirement, education and general investing.
• Show What is a home loans specialist?
  A home loans specialist can assist you with buying a home, refinancing a home, using the equity in your home for various purposes or quoting rates and fees. These specialists manage the end-to-end consumer home loans referral request, from taking an application to providing status throughout the home loan process.
• Show Where can I get home loan information online?
  You can find home loans calculators, ways to prequalify for a mortgage or apply for a home equity product, and information about the process of getting a home loan in our Home Loans section

Scheduling and managing your appointment online

• Show My topic isn't listed here. Can I still make an appointment?
  Yes. If your specific need is not listed, please choose the topic that is most similar. You may also use the Comments section to include more detail about your topic. If you need more immediate assistance, please visit the Contact Us pages of our website.
• Show When I select my non-English language preference, am I guaranteed to speak to someone, in person, who speaks that language?
  The banking center will do its best to have an associate onsite who speaks the language you requested. However, if one is not available at that banking center, we will try to provide a translator over the telephone to assist with the appointment.
• Show My banking center isn't listed. Why can't I make an appointment at my bank?
  Online appointment scheduling is currently available for certain locations, and we are working to expand and enhance the overall ability for customers to schedule appointments online. While we don't currently offer the ability to schedule appointments online at your preferred location, you are always welcome to contact us in advance to schedule a time to meet with a personal banker.
• Show I want to speak with a Small Business Banker. The banking center I selected doesn't have one. Do I need to choose a different location?
  Our Personal Bankers are also able to assist you with your small business needs. However, if you prefer to speak with a Small Business Banker, you'll need to choose a location with the Small Business Banker icon in the list of banking centers.
• Show I want to speak with a Merrill Edge Financial Solutions Advisor. The banking center I selected doesn't have one. Do I need to choose a different location?
  Yes, you will need to choose a banking center that has a Merrill Edge Financial Solutions Advisor; look for the icon in the list of banking centers.
• Show I want to speak with a home loans specialist. The banking center I selected doesn't have one. Do I need to choose a different location?
  Yes, you can choose a different banking center that has a home loans specialist or you can select the Phone Appointment option on the Location tab to have a home loans specialist call you.
• Show How far in advance can I schedule an appointment?
  You can schedule an appointment online up to 2 weeks in advance.
• Show I don't see a day or time that works for me. Can I see days and times for other banking centers?
  Yes, simply select the “Check availability” dropdown menu to see available days and times at nearby locations.
• Show Why do I need to provide some personal information for my appointment?
  When we have certain information about you, it helps us to provide you with more personalized service. In order to protect your privacy, the information you provide will only be used to service this appointment.
• Show I received a message that I can't schedule another appointment. How many appointments can I make online?
  You can have two open appointments scheduled, but not for the same day. To schedule more, you'll have to complete or cancel a scheduled appointment. You also can edit scheduled appointments and choose additional topics you'd like to discuss. Tell us anything we need to know to help you during your visit in the Comments section.
• Show How do I change or cancel a scheduled appointment?
  To change or cancel an appointment made online, visit our website at www.bankofamerica.com/appointments. To find an existing appointment, enter your email address or confirmation number. Then choose the option to either change or cancel the appointment.
• Show What email address should I enter to find a previously scheduled appointment?
  To review a previously scheduled appointment, enter the same email address you provided when you scheduled your appointment. You should have received a confirmation email at that same email address.
• Show I want to find a previously scheduled appointment using my confirmation number. Where can I find it?
  You can find your confirmation number in the confirmation email you received after you scheduled your appointment.

The day of your appointment

• Show When should I arrive at the banking center for my appointment?
  You can arrive for your appointment as scheduled and check in with the Lobby Leader. In the event that you are running late, we will hold your appointment for at least 10 minutes, depending on the number of customers waiting to speak with one of our associates.
• Show What forms of identification are acceptable when conducting business with the bank?

  Generally, we require two forms of identification to verify your identity. You must bring at least one form of identification from the Primary ID List. The second form of identification can be from the Primary ID List or Secondary ID List.

   

  Primary ID List (must have at least one from this list)

  • Drivers license with photo
  • U.S. non driver's license state-issued ID (with photo)
  • U.S. driver's permit (with photo)
  • U.S. Military ID Common Access Card (CAC) (with photo)
  • United States Armed Services ID (with photo)
  • United States state, or local government issued identification card (with photo)
  • U.S. passport (with photo)
  • Canadian Citizenship Certificate Card (with photo)
  • U.S. Alien Registration Receipt Card - Form I-551 (with photo)
  • U.S. Nonimmigrant Visa and Border Crossing Card - DSP-150 (with photo)
  • Foreign passport with or without passport Visa (with photo)
  • INS Employment Authorization Card - Form I-766 or I-688 (with photo)
  • Mexican Consular ID Card (with photo)
  • Dominican Republic Consular ID (with photo)
  • Colombian Consular ID (with photo)
  • Guatemalan Consular ID Card (with photo)
  • Bank of America branded debit card or credit card (with photo)
  • Bank of America debit card, ATM Card, or credit card (without photo)

  Secondary ID List (may only use one of these in conjunction with a Primary ID)

  • Major credit card from another financial institution (including American Express, Visa, MasterCard, Novus/Discover) (with or without photo)
  • Major retail credit card from a nationally well-known department store or other nationally well-known retail company (such as Chevron, Macy's) (with or without photo)
  • Debit card (check card) with Visa® or MasterCard® logo from another financial institution (with or without a photo)
  • U.S. college/university ID - validated for current term or school year (with photo)
  • U.S. student ID card from a local high school validated for current school year (with/without photo)
  • U.S. issued employment/work ID card or badge (with/without photo)
  • Account Opening: Can be accepted at both offsite and banking center locations
  • U.S. driver's license (without photo)
  • U.S. Dept of State Diplomat driver's license (with photo)
  • U.S. Dept of State Diplomat ID (with photo)
  • Foreign driver's license (such as Brazil, France) (with photo)
  • Mexican driver's license (with photo)
  • Canadian driver's license (with photo)
  • Indian Tribal ID from a local reservation (with or without a photo)
  • Mexican Voter Registration Card (with photo)
  • AARP Card
  • Current lease agreement (must contain name and current address)
  • Current Property Tax Statement
  • Current utility bill (must contain name and current address)
  • Current vehicle registration
  • Department of Correction ID
  • Driver's permit (temporary or beginner's) from any state (without photo)
  • Health insurance card
  • Hong Kong Travel Document
  • Membership card (BJ's, COSTCO, Auto Club)
  • Sheriff's card
  • Social Security card
  • U. S. state or local government-issued license, permit or ID (examples: fishing, hunting, or gun permit)
  • Union card
  • United States Armed Services ID (without photo)
• Show What documentation should I bring if I need to make changes to an existing account?

  Depending on the type of change you would like to make to your existing account, the bank will require legal documentation that provides proof of the change in order to update the status of the account. Below is a list of frequently made changes along with acceptable documentation to support the change.

  
  

  Name/Legal Name of Entity

  Personal

  • Marriage certificate
  • Divorce decree (including name change)
  • Adoption certificate
  • Legal court order of name change

  Business

  • Legal documentation for the business showing that the name is changing and the effective date
  • Articles of Incorporation
  • Certificate of Good Standing
  • Partnership Agreement

  Date of Birth

  • Birth certificate
  • Driver's license
  • Passport

  Identification Number

  • Social Security card
  • Employer Identification Number (EIN) documentation

  Evidence of Legal Status

  • Business: Official documentation that the business entity exists, such as corporate formation documents or articles of incorporation, partnership agreements or trust documents

  Expiration Date of ID

  Newer or updated information, such as:

  • Driver’s license
  • Passport
  • Business license
  • Certificate of good standing
  • Partnership agreements
  • Trust documents
  • Articles of Incorporation

  Country of Citizenship

  • Birth certificate
  • U.S. Citizenship Declaration
  • Passport

  Place of Legal Formation

  • Business: Official documentation that the business entity exists, such as corporate formation documents or articles of incorporation, partnership agreements or trust documents

  Legal Entity Type

  • Business: Evidence of legal status (for example, partnerships should present partnership agreements, trusts should provide trust documents, and corporations should present corporate formation documents or articles of incorporation)
• Show What type of documentation should I bring to adequately identify my business?

  Depending on the type of business you are representing, you will be required to present some or all of the documents that are applicable.

  Sole Proprietor

  • Fictitious Name Certificate or Trade Name (or equivalent document) OR
  • Business License (if required)

  Corporation

  • Corporate Organizing Document such as the Articles of Incorporation or Certificate of Formation
  • Fictitious Name Certificate or Trade Name (or equivalent document)
  • If nonprofit: IRS Ruling letter of tax exemption

  Limited Liability Corporation

  • Articles of Organization or Certificate of Organization
  • Fictitious Name Certificate or Trade Name (or equivalent document)
  • Certificate of Registration from State of CA if LLC formed outside of CA

  Association

  • Articles of Association (in states where required) or bylaws
  • If nonprofit: IRS Ruling letter of tax exemption

  Partnership

  • Partnership Agreement
  • Fictitious Name Certificate or Trade Name (or equivalent document)

  Limited Partnership

  • Partnership Agreement or Certificate of Limited Partnership (or equivalent document)
  • Fictitious Name Certificate or Trade Name (or equivalent document)

  Limited Liability Partnership

  • Partnership Agreement or Statement of Qualification of Limited Liability Election Form or Certificate of LLP (or equivalent document)
  • Fictitious Name Certificate or Trade Name (or equivalent document)

  Foreign Companies

  • A U.S. state issued Foreign Corporation Application or Foreign Corporation Qualification or equivalent document showing the business has U.S. permission to act within the U.S.
  • U.S. organizing documentation proving formation in the U.S. and proof of a U.S. presence.

Telephone appointments

• Show What is a phone appointment?
  A phone appointment offers the same level of expertise as an in-person appointment. You just let us know what you want to talk about and when, and we will give you a call at that time.
• Show If I schedule a phone appointment, who will call me?
  You will be called by an associate who specializes in the topic that you have told us you want to talk about.
• Show If I set up a phone appointment, will I receive marketing calls for other than the purpose requested and authorized?
  Your request for a phone appointment is specific to the inquiry you are making. The bank does not use your appointment request as a broad authorization to receive marketing calls.
• Show Can I speak with a home loans specialist now?
  If you want to speak with a home loans specialist without making an appoinment, call 1.800.579.9365.