FleetBoston Financial Corp

Fleet Launches ‘Access for All’ Initiative; Effort Honors National Disability Month

October 4, 2003

BOSTON, MA – FleetBoston Financial Chairman and Chief Executive Officer Chad Gifford kicked off National Disability Awareness Month today by launching Fleet’s new “Access for All” initiative, pledging that Fleet will offer banking services that will be readily accessible to disabled customers through multiple channels and dedicated resources.

“Whether it is talking ATMs, telephone display technology for the hearing impaired, on-line screen reading technology, or alternative format documents, we are making accessibility for the disabled a standard, day-to-day part of our product development process,” said Gifford. Gifford went on to say that by the end of 2003, the number of Fleet talking ATMs would increase to more than 1,400; new standard banking brochures being redone to highlight Fleet’s emphasis on customer service will also be made available in Braille/Large Print versions; and new on-line banking screen reading testing software would augment Fleet’s current accessibility testing.

According to US Census 2000 figures, in the Northeast United States there are more than 1,358,000 people over the age of 16 with sensory disabilities and more than 3,169,000 with physical disabilities.

Access for the hearing impaired (who employ many standard channels such as ATMs and branch service with no difficulty) chiefly involves a toll-free TTY/TDD phone service that allows customers through a digital display to do their banking by phone quickly and easily.

Visually impaired customers vary greatly in needs and preferences and therefore may choose from Braille, large print, audiocassette, or computer diskette for receiving statements and other documents. The visually impaired also make use of voice guidance or “talking” ATMs by employing earphones plugged into a standard audio jack. Branches keep earphones available for customers who need them or they can be requested free of charge by calling Fleet’s Customer Service Center at 1-800-841-4000.

On-line banking is the latest channel to emerge and becomes increasingly popular every day. On-line access for the visually impaired involves testing each screen’s compatibility with screen reading software. Adjustable font sizes, tags for graphics, visual contrast, presence of page titles, logical order of links, and other features also undergo rigorous testing. Access for some mobility-impaired customers involves making sure all standard transactions can be completed through a series of keystrokes rather than the mouse. Fleet is the only bank we are aware of that has an accessibility button on its homepage and on all pages in the main consumer banking and investing web site. Log on at www.fleet.com and click on “Accessibility” to learn more and for tips on using screen reading software. (A complete inventory of Fleet’s Accessibility efforts is attached.)

“Consistent with our internal commitment to diversity and our encouragement of our employee Disability Resource Group, it is logical to make a similar concerted outreach effort to the disabled consumer looking for quality financial services. It’s the right thing to do and it makes good business sense as well, ” concluded Gifford.

FleetBoston Financial (NYSE & BSE: FBF), a diversified financial services company with assets of $197 billion, offers a comprehensive array of financial solutions to over 18 million individual, corporate, and institutional customers. Products and services are available through a variety of channels including 1,460 stores and more than 3,400 ATMs from Maine to Pennsylvania, HomeLink(SM) online banking, and telephone banking. Fleet is the leading small business and commercial banking provider in the Northeast and a premier provider of financial services to selected industries nationwide. Information about FleetBoston Financial is available online at www.fleet.com.

Accessibility of Banking Services at Fleet

Alternative Format Documents – Account Agreements and Fee Schedules are available in Braille, Large Print, Computer Diskette and Audiocassette. They are also available in electronic format through www.fleet.com. Customer Statements are available in alternative formats and can be requested through a branch, telephone banking, or online email. Sample alternative format statements are available for inspection at all branches. Other standard written documents can, upon request, be provided within 15 working days in alternative format. Guideline or Raised Line Checks are also available at the same cost as standard checks.

Voice Guidance or “Talking” ATMs – By the end of 2003, more than 1,400 Fleet Talking ATMs will be available throughout eight states in the Northeast. A complete list of locations can be found by clicking on the ATM/Branch Locator at www.fleet.com and the “Advanced Search Now” button can be used to locate the nearest Talking ATM. Branches with Talking ATMs stock earphones for customers who do not have their own, or earphones can be obtained free of charge by calling the Fleet Customer Service Center at 1-800-841-4000. For ATMs that have not yet been converted to voice guidance, instructional guides are available in Braille and audiocassette. Recently, customers have begun asking for Braille PIN reminders for ATM cards, so new procedures for handling such requests are about to be distributed.

Online Accessibility – Fleet has an “Accessibility” button on its homepage, and, in fact, on all pages in the main consumer banking and investing web site. This links the user to both a description of services available (e.g. Braille, Large Print, Talking ATMs, etc.) and tips for using Screen Reader Software with Fleet HomeLink. Fleet puts all new web designs and online applications through a number of tests for accessibility, using both screen reader and keyboard-only commands (motor impairment), checking for things such as logical order of links, tags for graphics, unique link text, presence of page titles, and that all fields in forms are identified with labels. We also check to ensure that font sizes are adjustable by the user, and that there is good visual contrast. As a final check, new applications are tested by experienced screen reader users. New, advanced automated code checking for accessibility supplements this manual testing.

Telephone Banking – Fleet’s Telephone Banking is fully accessible to the hearing impaired through (711) intermediary TTY operators or by calling Fleet’s 24/7 Telecommunication Device for the Deaf (TDD) line at 1-800-637-4031. In addition, the 1-800-841-4000 Telephone Banking welcome VRU carries “Helpful Hints for Our Visually Impaired Customers” (Option #9).

Auxiliary Aids – Branches maintain Clipboards, Markers, Magnifying Glasses, Paper, and in-person Information to assist visually and hearing impaired customers in conducting their transactions. In addition, a new brochure in Braille and Large Print, “Banking Services for the Visually Impaired” is available by calling the Customer Service Center at 1-800-841-4000.

Fee Waivers – Disability fee waiver guidelines allow for the waiver of HomeLink’s $4.50 monthly bill payment fee and for a Discretionary Waiver (DI) to waive monthly service charges on selected accounts.

Resource Group – One of the most active internal Diversity Resource Groups is the Disability Resource Group made up of disabled employees and interested colleagues. Besides networking and advocating for internal policies to attract and retain disabled employees, this group also advocates for Fleet’s active courting of disabled customers through intelligent and comprehensive accessibility.