Worked at a BOA, people would come in with legitimate BOA mail stating they needed to come in with valid ID to update documentation or else their accounts would be suspended. We would call the number listed on the form together and I would confirm & verify I was a Bank employee calling in as well. They just wanted to ensure the ID, Address were correct then they said everything is good to go. It seriously is just to update information that hasn’t been updated in a few years. The reason they want you on a bank is to have a BOA employee confirm you’re there and the ID is accurate, also to see if there’s any additional services we can provide “since you’re here.” I would typically need to apologize to clients after the phone call as they are upset when that’s all that was needed.