- Bank of America accidentally sent more than 3.2 million email notifications to Merrill Lynch Wealth Management and Private Banking customers on Tuesday.
- The main cause of the erroneous emails sent to customers had not been identified until Tuesday morning, according to an internal memo checked by Business Insider.
- The email triggered an increase in customer call volume, the memo says.
- You can find more stories on the Business Insider homepage.
Bank of America accidentally sent millions of incorrect fraud email notifications to Merrill Lynch Wealth Management and Private Banking customers on Tuesday morning. This emerges from an internal memo that was examined by Business Insider.
"Our partners found that a standard template update encountered an error in the customer notification process that inadvertently sent more than 3.2 million notifications to customers who previously had a credit or debit card claim," the memo said .
The email triggered an increase in customer call volume, the memo says.
"The customer receives the historical fraud email and logs in online to check the details. Because they don't see the transaction details online, they call the contact center to inquire about the email," it says in the memo.
The main cause of the erroneous emails sent to customers was unknown until Tuesday morning, and the company's consumer fraud and technology teams were engaged. The company has confirmed that it is not a phishing email, the memo says.
"Technical teams will also work to add additional controls to ensure that this problem does not recur in the future," the memo said.
A Merrill Lynch spokesman did not immediately respond to a request for comment.
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