Consumer complaint received 2020-01-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Wednesday, XX/XX/XXXX, my son made a call to our merchant processor, Bank of America, to discuss a technical issue that we were having with our processing equipment. During his conversation with the agent, XXXX XXXX ( XXXX ), she used the prior day, Tuesday XX/XX/XXXX, as an example to explain the issue, stating that we had a refund against our account on the XXXX. At that point, my son said that that was impossible because our company was not even open for business and transacted 0 merchant transactions. At that time, Ms. XXXX looked back at previous dates and came up with even more of the same type refund transactions which were refunds to the same credit card, refunds that were coming out of our merchant account through Bank of America. At that point, she gave my son the last 4 digits of the credit and the name of the issuing bank, XXXX XXXX  out of XXXX, Ohio. Ms. XXXX gave us the phone number to XXXX XXXX fraud department which happens to be out of XXXX, Florida where they also have several branches. We reached MsXXXX XXXX XXXX and explained why we were calling. During her review of that card and the refund transactions associated with that particular card, she also discovered that there were even more refunds issued on that card from our account as well as 4 other credit cards being issued refunds that also happened to be issued from XXXX XXXX. With Ms. XXXX 's help, we have filed a local police report on this activity. 
In all, there were 45 refund transactions to 5 credit card numbers, all of those monies being credited to those cards out of our checking account through Bank of America. The refunds started on XXXX with the last refund being issued on XXXX for a total of {$10000.00} of which 23 transactions took place in XXXX and XXXX of XXXX alone. 
I have owned this business since XX/XX/XXXX. Since that time, I have issued a total of 4 refunds to customers of which 2 of those refunds were made in cash and two disputed charges on XXXX XXXX cards. It seems to me that Bank of America has an obligation to its account holders to monitor their accounts for suspicious activity, fraudulent activity, especially with the activity going to the SAME 5 card numbers on a REPITICIOUS BASIS over a fifteen month time frame. Additionally, Bank of America should have seen our track record of refunds being virtually nonexistent for a period of 9+ years. Another point to be made is that, if one would look at my per transaction amount, it is roughly $ XXXX {$30.00} per transaction, the refunds to these five credit cards amounted to roughly {$280.00} per refund transaction. Why would we refund {$280.00} per transaction when we only average {$30.00} per carwash transaction? 
They have been my banking institution since day one and the same branch, non the less. In speaking with Ms. XXXX during our original conversation, she said that B of A was only responsible for the last 30 days of activity, which lead me to writing to the CFPB. In my opinion, this is a complete sign of security negligence. 
If needed, I have the list of transaction dates, amounts and the last four digits of each of the credit cards involved if you need this information, from both XXXX XXXX  and Bank of America.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation