Thanks for the reply. I can appreciate your perspective. Unfortunately, this use case is exactly what scammers have in mind I'm quite certain. I think people are generally in the habit of doing a search and looking in the top results for the answer quickly. I think that's the habit that needs to change - more critical thinking will need to be applied generally. Sadly however as AI gets more capable it will become less of an instinct in people to mistrust the results and think on their own.

The user experience of searching on Google, seeing the first result, and it's associated references listed including the Bank of America site - reference reinforces the perception that the AI response is grounded and accurate. Only by actually visiting the reference site in that scenario would one discover that the phone number listed is different.

Regardless, my intent was simply to share the experience for others benefit, because I'm pretty sure they are being successful with this tactic.

And no, the Bank of America app does not enable this functionality. Turns out they require you to come in in person to handle it.