MainSleaze

Today Bank of America sent a customer satisfaction survey reminder to the same spamtrap via ESP Real Magnet that it has been emailing or months via ESP ExactTarget.

The survey request indicates that it is a follow-up to a phone call that the customer made to Bank of America sometime last week. If I dig through my spam corpus for the past few days, I am sure that I will find the original survey request email. With the information in this email, I could log on to the Bank of America customer service survey site and pretend to be this customer. I would do no such thing, but judging from Bank of America’s cavalier treatment of its customer’s private information, Bank of America does not care if I do. Apparently Bank of America, whom this customer trusts with his money, cannot be bothered to verify the customer contact information that they have on file.

I wonder — would Bank of America continue mailing bank statements to postal addresses after a statement came back as undeliverable? How about after a *year* of statements was returned as undeliverable? This spamtrap email address rejected all of their email for over twelve consecutive months a couple of years ago, and yet they continue to send email to it.

I don’t do business with Bank of America. My husband did, and quit after one too many sneak fees were slapped onto his account, so I can’t claim that their record of security breaches and privacy violations played a significant part in his decision. Still, everything that I have observed sends the loud message that Bank of America does not care about customer satisfaction. I therefore assume that this survey is simply going through the motions.

Sending IP: 209.18.93.21

Spam Sample:

Actual Headers:

Received: from send.satisfactionsurvey.bankofamerica.com (send.satisfactionsurvey.bankofamerica.com [209.18.93.21])
        by <xxx> (Postfix) with ESMTP id <xxx>
        for <xxx>; Sun,  4 Mar 2012 10:xx:xx -0600 (CST)
Received: from MAGNETMAIL3 (172.17.21.3) by send.satisfactionsurvey.bankofamerica.com id <xxx> 
        for <xxx>; Sun, 4 Mar 2012 11:xx:xx -0500 
        (envelope-from <return@satisfactionsurvey.bankofamerica.com>)
Date: Sun, 04 Mar 2012 11:xx:xx -0500
From: Bank of America <survey.research-<xxx>@satisfactionsurvey.bankofamerica.com>
To: <xxx>
Subject: Bank of America Customer Service - Tell us what you think
Sender: Bank of America <survey.research-<xxx>@satisfactionsurvey.bankofamerica.mmsend.com>
X-TokenInfo-NoToken:
X-Bps1: <xxx>
MIME-Version: 1.0
Content-Type: multipart/alternative; boundary="<xxx>"
Message-Id: <<xxx>@send.satisfactionsurvey.bankofamerica.com>

From: Bank of America <survey.research-<xxx>@satisfactionsurvey.bankofamerica.com>
To: <spamtrap>
Subject: Bank of America Customer Service – Tell us what you think

Recently you received an e-mail inviting you to participate in a Web-based survey from Bank of America. If you have not already taken the opportunity to access the survey, we again invite you to provide your opinions. The survey is regarding the recent phone call that you, or someone in your household, made to Bank of America’s customer service department on 2/##/2012. The voice of the customer is very important to Bank of America as it continually monitors and improves its customer service. Your feedback is key to evaluating Bank of America’s performance.

You can provide your feedback on Bank of America’s customer service performance by completing a brief 5 minute survey. To participate in the survey, click on the Web address below.

http://satisfactionsurvey.bankofamerica.com/link.cfm?<xxx>

When you reach the login screen, please enter the following information:

Your project ID is: <xxx>
Your login ID is: <xxx>
Your password is: <xxx>

<removed>

Convergys Customer Intelligence Services is sending you this message on behalf of Bank of America. If you wish to be excluded from future online research with Convergys, please click on http://satisfactionsurvey.bankofamerica.com/link.cfm?<xxx>

Bank of America Email, 8th Floor, 101 South Tryon St.,
Charlotte, NC 28255-0001