Is Bank of America Collecting My Phone Contacts for the US Government

A friend owed me a few dollars from when we went on a ski trip together. He explained he was not too savvy with funds transfer systems, but he asked that I send him a Zelle request, and he would pay me the money. That sounded like a very simple solution. I logged onto my Bank of America account which I use for my Zelle payments and went to the Zelle section of my account. Although I have received several requests for Zelle payments from other people, I could not find any place to make a Zelle request. I spent about 30 minutes going through the Help information on the Bank of America website looking for a solution. Despite searching for such words strings such as “How to send a Zelle request?”, “Can’t find Zelle request button”, “Zelle request feature not available”, and “Can I make a Zelle request?” nothing came up in the Help section that explained why I could not make a Zelle request. Frustrated, I called the Bank of America customer service number. I was on hold for about twenty minutes, listening to a recording tell me I should “Visit our website for help and answers to your questions.” I am not sure why big companies like Bank of America don’t get it. Customers have been banking online for about twenty-five years now. By the year 2000, 80% of banks offered online banking. In twenty-five years of online banking (and other services we access over the Internet) we know that we can check the company’s website for help. However, the reason we are calling is because we couldn’t find the information we need online because many Help features are not designed very well (apparently including Bank of America’s Help). I am hoping with AI we will see an improvement in customer service Help features.