That actually happened to my mom last month. My mom has been with bank of america for more than 20 years I believe. It all started when her credit line was increased and made a few wire transactions to her other bank account. immediately she called customer service and asked what the issue had been and sure enough the person was inquiring about her status. It was a bit confusing at first since the bank has all that information on file, needless to say she even got a mortgage loan through them.The issue was not solved with just simple phone call, she personally had to go to an office branch with her paperwork just to clarify the situation.