A Perth business owner, Mark Bossong, finds himself in a frustrating predicament after $60,000 was withdrawn from his bank accounts through unauthorised direct debits. Despite his efforts to resolve the issue, his bank, ANZ, has informed him that closing his accounts might be his only option to prevent further losses.
Since December 2025, Bossong’s engineering business has been plagued by 60 unauthorised direct debits. Although ANZ reversed the transactions and refunded the money, the bank admitted its inability to stop further unauthorised debits, leaving Bossong with no choice but to consider closing his accounts.
Bank’s Response and Customer Frustration
The situation has left Bossong exasperated, as none of the debits were authorised by him or his staff. Speaking on ABC Radio Perth, he shared his experience, stating that the bank advised him to be cautious with his BSB and account number. Bossong countered, explaining that these details are routinely shared with customers through invoices.
Each unauthorised transaction required two hours on the phone to report, a process Bossong found unsatisfactory. ANZ’s response to his complaint on February 26 stated:
“Our review has not found any errors in how your accounts were managed or in ANZ’s handling of the unauthorised direct debit activity. ANZ acted appropriately and in line with the BECS [bulk electronic clearing system] direct debit framework, standard banking processes, and regulatory obligations.”
Despite efforts to monitor suspicious activity, ANZ acknowledged it could not guarantee the prevention of future unauthorised debits. The bank has not commented further on Bossong’s case.
Seeking Solutions and Structural Change
Bossong has since reported the issue to the WA Police and lodged a complaint with the Australian Financial Complaints Authority (AFCA). Meanwhile, his business has implemented a complex workaround to block unauthorised withdrawals, although attempts continue.
In recent weeks, Bossong noted at least two or three unsuccessful attempts to withdraw funds, thanks to a new system where his business must contact the bank to temporarily unblock accounts for transactions.
AFCA has observed a rise in complaints related to direct debits, with an average of 33 transaction complaints per month in 2025, increasing to 60 in January 2026.
Exploring Alternatives and Systemic Issues
Bossong is now considering moving his accounts to another bank, hoping for better local support and communication. However, he believes the issue could affect anyone, calling for structural changes to the direct debit system.
Some debits were traced to a company managing gym membership transactions, highlighting potential vulnerabilities within the BECS framework. Bossong explained that while the system is supposed to be secure, third-party platforms can exploit it to withdraw funds.
He emphasized the need for banks to protect customers who routinely share their account details, as these are not considered privileged information. Bossong noted that people often provide these details to employers, gyms, and even friends for everyday transactions.
As Bossong continues to seek a resolution, his experience underscores the challenges faced by consumers in safeguarding their finances within the current banking framework. The situation calls attention to the need for enhanced security measures and regulatory oversight to protect account holders from unauthorised transactions.
