Bank of America Corp (BAC) to Mortgage Customers: We’re Here for You

What was surprising in the B of A announcement was an unusual comment by the bank’s spokesperson, who said that the bank is not planning to cut back on the service provided to borrowers who need its help. I believe this was said not only to soothe remaining mortgage holders that have not yet been able to resolve their loan issues, but also in direct response to the new wave of ire that has been unleashed in response to the revealing testimony in the loan modification case.

A new effort at customer relations?
I wouldn’t be surprised if there isn’t yet another public relations improvement plan afoot. Moynihan has made improving the bank’s pitiful standing with consumers a priority this year, though he hasn’t made a ton of headway yet.

Still, you can’t blame the guy for trying. What is really interesting is that Bank of America Corp (NYSE:BAC)’s Merrill Lynch division seems to have it down, having recently been cited by J.D. Power for customer satisfaction in its corporate and commercial banking sections. The bank earned a spot in Power’s Call Center Certification Program, so tickled were the survey respondents who had used the bank’s Client Services call center.

Is there some reason the folks from BAML can’t saunter over to the retail side of the bank and share their secrets? If Moynihan is serious about improving B of A’s reputation with the general public, I suggest he give this a try.

Fool contributor Amanda Alix has no position in any stocks mentioned. The Motley Fool recommends Bank of America Corp (NYSE:BAC). The Motley Fool owns shares of Bank of America and JPMorgan Chase & Co. (NYSE:JPM).

Copyright © 1995 – 2013 The Motley Fool, LLC. All rights reserved. The Motley Fool has a disclosure policy.