A customer cannot talk to anyone on the telephone in their respective Branch, except a "press one, two, three" , etc, No humans, permitted, not even illegal immigrants. Well, perhaps illegal immigrants ? Who knows ?
Even snail mail to the Branch goes to "central processing". They do not change mailing addresses or provide other service ("service" what's that) but seem confined to recording deposits only.
The name is Bank of America, but their heart is something else.