Mistakes happen. It's how a business responds to those mistakes that defines its commitment to customer service.
Here's the story of how Bank of America gave the same 10-digit account number to two customers, resulting in about $30,000 in a Riverside man's Social Security payments going astray.
But even after the man's relatives pinpointed the problem and brought it to the bank's attention, the family said BofA did little to fix things until the San Bernardino County district attorney's office launched its own investigation.
Moreover, the Social Security Administration, not the bank, ended up refunding the missing money.