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Written complaints are handled within 20 business days, verbal within 5 business days, with possible extension under defined conditions. 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in relation to any and all products and services that have been marketed, promoted or provided to you as part of your customer relationship with Bank of  \nAmerica, N.A., Jakarta Branch  \nCustomer can file complaints to Bank of America NA. Jakarta Branch through:  \n1. Email  \n[a. asia.sse-jk@bofa.com for Corporate](a. asia.sse-jk@bofa.com for Corporate) clients  \n[b. asia.fics-jk@bofa.com for](b. asia.fics-jk@bofa.com for) Financial Institution and Non-Government Organization  \n2. Phone  \na. +62 21 29553775 for Corporate clients  \nb. +62 21 29553772 for Financial Institution and Non-Government Organization  \n3. Formal letter or direct meeting on this address:  \nBank of America NA. Jakarta Branch  \nSequis Tower level 25  \nJl. Jend. Sudirman Kav 71 Jakarta  \n12190-Indonesia  \nattn. Client Service and Fulfillment (CSF) Team  \nCustomer complaint must be submitted by authorized person/s or known contact registered in our system or other party as long as authorization letter is provided which includes type and date of financial transaction, as well as the description of the reported problem along with evidence (if any) for further investigation by Bank of America NA. Jakarta Branch.  \nBank of America NA. Jakarta Branch must immediately handle and settle written complaint by 20 (twenty) business days at the latest and for verbal complaint by 5 (five) business days at the latest after the complaint is received. Under certain conditions, Bank of America NA. Jakarta Branch can extend the period maximum up to the next 20 (twenty) business days. The certain conditions are:  \na. Bank of America NA. Jakarta Branch receiving the complaint is not the same as the Bank of America NA office of where the issue occurs and there is a communication constraint between the two offices of Bank of America NA  \nb. The complaint filed by customer requires special checking of the documents of Bank of America NA Jakarta Branch; and/or  \nc. There are other matters beyond the control of Bank of America NA Jakarta Branch  \nIn the case there is not any agreement on the settlement of the complaint, customer may find theresolution via court or out of court. Out of court dispute resolution is conducted through Alternative Dispute Resolution Institution which is included on the List of Alternative Dispute Resolution Institutions set by Financial Service Authority.  \nRingkasan Prosedur Pengaduan Nasabah  \nProsedur pengaduan nasabah yang dirangkum di bawah ini merupakan bagian yang tidak terpisahkandari hubungan anda dengan Bank of America, N.A., Cabang Jakarta dan berlaku dalam kaitannyadengan setiap dan semua produk dan layanan yang telah dipasarkan, dipromosikan, atau disediakandalam hubungan anda dengan Bank of America, Cabang Jakarta  \nNasabah dapat mengajukan pengaduan kepada Bank of America, Cabang Jakarta melalui:  \n1. Email  \n[a. asia.sse-jk@bofa.com untuk Nasabah](a. asia.sse-jk@bofa.com untuk Nasabah) Korporasi  \n[b. asia.fics-jk@bofa.com untuk Nasabah](b. asia.fics-jk@bofa.com untuk Nasabah) Institusi Finansial dan Organisasi Non-Pemerintah  \n2. Telepon  \na. +62 21 29553775 untuk Nasabah Korporasi  \nb. +62 21 29553772 untuk Nasabah Institusi Finansial dan Organisasi Non-Pemerintah  \n3. Surat Formal atau Pertemuan Langsung pada alamat ini:  \nBank of America NA. Jakarta Branch  \nSequis Tower level 25  \nJl. Jend. Sudirman Kav 71 Jakarta  \n12190-Indonesia  \nattn. Client Service and Fulfillment (CSF) Team  \nPengaduan nasabah harus disampaikan oleh orang yang berwenang atau kontak yang dikenal yang terdaftar di sistem kami atau disampaikan pihak lain dengan menyertakan surat otorisasi yang mencantumkan jenis dan tanggal transaksi keuangan, serta deskripsi masalah yang dilaporkan besertabukti-buktinya (jika ada) untuk penyelidikan lebih lanjut oleh Bank of America, Cabang Jakarta.  \nBank of ","cbCaigWzmIqqO9zs","https://ap.wps.com/l/cbCaigWzmIqqO9zs","pdf",162642,"English","# Client Complaint Procedures\n## Complaint submission channels\n## Submission requirements and authorization\n## Handling timelines and possible extensions\n## Resolution options: court and out-of-court","[{\"question\":\"How can a customer submit a complaint to Bank of America N.A., Jakarta Branch?\",\"answer\":\"Complaints can be submitted by email, phone, or by formal letter/direct meeting at the Jakarta Branch address.\"},{\"question\":\"What information and documents must be included with a customer complaint?\",\"answer\":\"The complaint must be submitted by an authorized person or known contact, include an authorization letter (type and date of the financial transaction), and describe the problem with any supporting evidence for further investigation.\"},{\"question\":\"What are the response timelines for written and verbal complaints?\",\"answer\":\"Written complaints must be handled and settled within 20 business days, and verbal complaints within 5 business days after receipt, with extensions up to the next 20 business days under specified conditions.\"}]","Client Complaint Procedure Summary - Customer Complaints and Resolution Timeline | PDF",1789105337]