Wire Transfer Services, Interactive Voice Response System

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Wire Transfer Services,

Interactive Voice Response System

Bank of America Merrill Lynch’s Interactive Voice Response (IVR) system enables you to use a telephone key pad

to enter your Personal Identification Number (PIN) and other transaction information. Our IVR system offers

enhanced security and more efficient payment initiations.

Overview:

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Interactive Voice Response features Supporting all types of wire transfers Helpful tips

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Non-Repetitive U.S. Dollar Payments

Prompt Response

Welcome to Bank of America Wire Transfers Services. For quality assurance purposes this call may be monitored or recorded. Hitting the pound key anywhere in this menu will return you to the previous menu.

If you are calling to initiate a wire transfer or perform a callback verification press 1.

If you are sending a wire press 1. Press 1.

Please hold while your call is being connected.

Enter your pin followed by the pound sign. Enter your 7 to 8-digit pin number followed by the # sign. Enter the account number from which you wish to transfer from

followed by the pound sign.

Enter the debit account number followed by the # sign. The account number you have entered is . If correct press 1.

If incorrect press 2.

Press 1. If this is a repetitive wire, press 1. If this is not a repetitive wire press 2. Press 2. If this payment is to be received in the United States press 1.

Otherwise press 2.

Press 1. If this payment is to be sent in foreign currency, please press 0 followed by

the # sign. If U.S. Dollar enter the dollars and cents followed by the # sign.

Enter dollar amount followed by the # sign. (i.e. If you are sending $5,150.52 enter 515052#) The U.S. Dollar amount you have entered is . If correct press 1.

Press 1 if correct or 2 if incorrect. This payment requires operator assistance.

To initiate another payment from this account press 1. To initiate another payment from a different account press 2. Otherwise press 3.

Press 1 to begin entering information for the next payment from the same debit account.

Press 2 to enter the next account number and payment information. Press 3 to transfer to a payment operator to complete the process. To complete your payments, please hold for the next available operator.

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Phone Scripts:

Non-Repetitive U.S. Dollar Payments Non-Repetitive Foreign

Exchange Payments

Repetitive U.S. Dollar Payments without Operator Assistance Repetitive U.S. Dollar Payments with Operator Assistance Repetitive Foreign Exchange Payments with Operator Assistance

Consumer International Repetitive U.S. Dollar Payments without Operator Assistance

Overview

Consumer International Repetitive Foreign Exchange Payments with Operator Assistance

Consumer International Non-Repetitive Foreign Exchange Payments with Operator Assistance

Consumer International Non-Repetitive U.S. Dollar Payments with Operator Assistance

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Non-Repetitive Foreign Exchange Payments

Prompt Response

Enter your pin followed by the pound sign. Enter your 7 to 8-digit pin number followed by the # sign. Enter the account number from which you wish to transfer from followed

by the pound sign.

Press 1.

If this is a repetitive wire press 1. If this is not a repetitive wire press 2. Press 2. If this payment is to be received in the United States, press 1.

Otherwise press 2.

Press 2. If this payment is to be sent in foreign currency, please press 0 followed by the

# sign. If U.S. Dollar enter the dollars and cents followed by the # sign.

Enter 0#. You have selected foreign currency. If correct press 1.

Press 1 if correct or 2 if incorrect.

This payment requires operator assistance.

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global connections

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Phone Scripts:

Overview

Exchange Payments

(4)

Repetitive U.S. Dollar Payments

without Operator Assistance

Prompt Response

Enter your pin followed by the pound sign. Enter your 7 to 8-digit pin number followed by the # sign. Enter the account number from which you wish to transfer from followed by

the pound sign.

Press 1.

If this is a repetitive wire press 1. If this is not a repetitive wire press 2. Press 1.

Enter the repetitive ID followed by the # sign. Enter repetitive ID followed by the # key. (i.e. Alpha characters are represented by the corresponding number on your phone keypad.) The repetitive ID entered is . If correct, press 1. If incorrect, press 2. Enter 1 if correct.

Enter 2 if incorrect. If this payment is to be sent in foreign currency, please press 0 followed by the

Press 1 if correct or 2 if incorrect

To add details to this payment or have this repetitive payment read back by an operator press 1.

Otherwise press 2.

Press 2

This payment is being processed. The transaction reference number is .

Press 2 to enter the next account number and payment information. Press 3 to transfer to a payment operator to complete the process.

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Phone Scripts:

Overview

Exchange Payments

(5)

Repetitive U.S. Dollar Payments

with Operator Assistance

Prompt Response

the pound sign.

Press 1.

If this is a repetitive wire press 1. If this is not a repetitive wire, press 2. Press 1.

Enter the repetitive ID followed by the # sign. Enter repetitive ID followed by the # key. (i.e. Alpha characters are represented by the corresponding number on your phone keypad.) The repetitive ID entered is . If correct press 1. If incorrect press 2. Press 1 if correct or 2 if incorrect.

If this payment is to be sent in foreign currency, please press 0 followed by the # sign. If U.S. Dollar enter the dollars and cents followed by the # sign.

Enter 1 if correct. Enter 2 if incorrect. To add details to this payment or have this repetitive payment read back

by an operator press 1. Otherwise press 2.

Press 1.

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Phone Scripts:

Overview

Exchange Payments

(6)

Repetitive Foreign Exchange Payments

with Operator Assistance

Prompt Response

the pound sign.

Press 1.

If this is a repetitive wire press 1. If this is not a repetitive wire press 2. Press 1.

Enter the repetitive ID followed by the # sign. Enter repetitive ID followed by the # key. (i.e. Alpha characters are represented by the corresponding number on your phone keypad.) The repetitive ID entered is . If correct press 1.

Enter 1 if correct. Enter 2 if incorrect. If this payment is to be sent in foreign currency, please press 0 followed by the

Enter 0 followed by the # key. You have selected foreign currency. If correct press 1.

If wire is to be sent in foreign currency press 1. If not foreign currency press 2.

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global connections

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Phone Scripts:

Overview

Exchange Payments

(7)

Consumer International Repetitive U.S. Dollar

Payments without Operator Assistance

Prompt Response

the pound sign.

Press 1. If this is a repetitive wire, press 1. If this is not a repetitive wire, press 2. Press 1. The repetitive ID entered is . If correct press 1.

Press 1 if repetitive code entered is correct. Press 2 if repetitive code entered is incorrect. If this payment is to be sent in foreign currency, please press 0 followed by

Press 1 if correct or 2 if incorrect. Your transfer amount is $ .

The Bank of America transfer fees are $ . Resulting in a total transaction amount of $ . Your transfer amount of $ has $ . in other (estimated) fees.

The total (estimated) amount to the recipient is $ . Your confirmation code for this transaction is .

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Phone Scripts:

Overview

Exchange Payments

(8)

Recipient may receive less due to fees charged by the recipient’s financial institution and foreign taxes.

You have the right to dispute errors in your transaction.

If you think there is an error, contact us within 180 days at 1.800.729.9473, select option 2, then option 3, and option 3 again and then hold on the line and your call will be transferred to an operator.

From outside the U.S. contact us at 1.570.330.1610.

You can also contact us for a written explanation of your rights or view them at www.bankofamerica.com/wire/erc.

You can cancel this transfer for a full refund within 30 minutes of payments, unless the funds have been picked up or deposited.

Please call 1.800.729.9473, select option 1, then 3 to speak with a representative.

In the event you have provided an incorrect account number or recipient financial institution identifier; we may not be able to recover the funds and you may lose the transfer amount.

If you think there is an error, contact us within 180 days at 1.800.729.9473 to speak with a representative or visit us at www.bankofamerica.com/

internationalremittancetransfer.

Please call 1.800.729.9473, select option 1, then 3 to speak with a representative. For additional information please call Wire Transfer Services at 1.800.729.9473. Again the number is 1.800.729.9473.

To authorize this payment, press 1. To cancel this payment press 2. To repeat this information press 3. To speak with an operator press 4.

Press 1 to authorize payment. Press 2 to cancel.

Press 3 to repeat the disclosure information. Press 4 to speak with an operator.

The reference number for your transaction today is .

You have until <current time + 30 minutes> eastern to cancel this payment. If you would like to hear the transaction reference number again, press 1. Otherwise, press 2.

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Phone Scripts:

Overview

Exchange Payments

(9)

Consumer International Non-Repetitive

U.S. Dollar Payments with Operator Assistance

Prompt Response

Welcome to Bank of America Wire Transfer Services. For quality assurance purposes this call may be monitored or recorded. Hitting the pound key anywhere in this menu will return you to the previous menu.

If you are sending a wire press 1 Press 1.

the pound sign.

Press 1. If this is a repetitive wire, press 1. If this is not a repetitive wire, press 2. Press 2. If this payment is to be received in the United States, press 1.

Otherwise press 2.

Press 2. If this payment is to be sent in foreign currency, please press 0 followed by the

Press 1 is correct or 2 if incorrect. If the beneficiary’s account is held in U.S. Dollars, press 1. If the beneficiary’s

account is held in foreign currency press 2. If you do not know what currency the beneficiary’s account is held in press 3.

Press 1.

This call requires operator assistance.

The power of

global connections

™

Phone Scripts:

Overview

Exchange Payments

(10)

Consumer International Non-Repetitive Foreign

Exchange Payments with Operator Assistance

Prompt Response

the pound sign.

Press 1. If this is a repetitive wire press 1. If this is not a repetitive wire press 2. Press 2. If this payment is to be sent in foreign currency, please press 0 followed by

Enter dollar amount followed by the # sign. (i.e. If you are sending $5,150.52 enter 515052#) You have selected foreign currency. If correct press 1.

The power of

global connections

™

Phone Scripts:

Overview

Exchange Payments

(11)

Consumer International Repetitive Foreign

Exchange Payments with Operator Assistance

Prompt Response

the pound sign.

Press 1. If this is a repetitive wire press 1. If this is not a repetitive wire press 2. Press 1.

Enter the repetitive ID followed by the # sign. Enter repetitive ID followed by the # key. (i.e. Alpha characters are represented by the corresponding number on your phone keypad.) The repetitive ID entered is . If correct press 1. If incorrect press 2. Enter 1 if correct. Enter 2 if incorrect.

If this payment is to be sent in foreign currency, please press 0 followed by the # sign. If U.S. Dollar enter the dollars and cents followed by the # sign.

Enter 0 followed by the # key. You have selected foreign currency. If correct press 1.