Consumer complaint received 2026-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Our non profit account has been withdrawn XXXX in XXXX and another {$27000.00} in our Bank of America account after filing an ACH complaint XXXX weeks later BofA stated that it is from the merchant of BofA stating this money was a violation fee applied by XXXX for questionable merchant activities. We do not have any communication from BofA or XXXX. BofA says they dont have details about the fees and they are not able even to give me a contact to reach out to matercard. After opening a complain here against BofA this is all what they were able to say. Thats why I would to open a complaint to XXXX at this time. Summary of Complaint XXXX XXXX XXXX Dispute I am submitting this complaint regarding XXXX assessments totaling {$52000.00} that were imposed on the merchant account of XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXccording to Bank of America Merchant Services ( the acquiring bank for the account ), XXXX conducted an investigation under the Questionable Merchant Audit Program ( QMAP ) and determined that the merchant met the criteria of a Questionable Merchant under XXXX XXXX Rules Sections XXXX and XXXX. Based on this determination, XXXX assessed fraud recovery fees totaling {$52000.00}, which Bank of America subsequently debited from the merchant account. However, the merchant never received any direct communication, investigative request, notice, or opportunity to respond from XXXX during the investigation process. Bank of America has acknowledged in writing that it does not possess documentation demonstrating how XXXX attempted to contact the merchant, nor has it provided evidence that proper notice or procedural requirements were satisfied. Despite repeated requests, neither Bank of America nor XXXX has provided the following essential information : The investigative findings used to classify the merchant as a Questionable Merchant Documentation of SAFE fraud reports or issuer claims forming the basis of the alleged losses The calculation methodology used to determine the total assessment amount Verification of when and how the merchant was allegedly contacted during the investigation Any opportunity for the merchant to review or respond to the allegations prior to the assessments being imposed Because the funds were withdrawn directly from the merchant account without prior verified notice or disclosure of supporting documentation, the merchant has been unable to meaningfully review or challenge the determination. The organization involved is a nonprofit entity that operates charitable programs providing weekly meals to individuals in need. The removal of more than {$52000.00} without procedural transparency has caused significant financial harm and disruption to community services. This complaint requests that XXXX : XXXX. Provide the full investigative basis and documentation supporting the XXXX determination. XXXX. Confirm whether proper notice and opportunity to respond were provided to the merchant. XXXX. Provide the methodology used to calculate the {$52000.00} assessment. XXXX XXXX whether the assessment was imposed in accordance with Mastercards procedural rules. XXXX. Reverse or suspend the assessments pending a transparent review process. The merchant remains willing to cooperate fully with any legitimate investigation but seeks transparency, documentation, and a fair opportunity to respond to the allegations that resulted in these substantial financial penalties.

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