Consumer complaint received 2022-05-27
Company: REGIONS FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The Fraud against me began Saturday XX/XX/XXXX. I had called an XXXX # that I XXXX, I thought I was speaking with XXXX  customer service about an item I ordered from XXXX and I wanted to make a return. I called to find out the process because I had never returned jewelry before as it was purchased through XXXX XXXX The person ( s ) representing XXXX XXXX  customer service hacked into my account while speaking with them, they told me that this was the process for making a return through XXXX  and once the process was complete I would never have to verify who I am again if I had to make a return in the future. Both my XXXX and XXXX account were compromised, those accounts are both linked to my Regions Bank Debit card. By the end of that day the thieves had taken all of my money from my Regions bank account. 
XXXX I reported it to Regions that my debit card was stolen, I also notified XXXX XXXX  and XXXX that my account had been compromised. I was on hold for over 2 hours trying to reach someone with Regions fraud department to report my account compromised in the amount of {$2400.00}. I filed a fraud claim, I took extra precaution with the Credit Bureau a to have Fraud alerts added to my identity. 
XX/XX/XXXX I was able to file a claim with XXXX XXXX and XXXX  Monday XX/XX/XXXX I spoke with Regions bank to officially go over what transactions that were mine and the ones I did not authorize. I was told by Regions that I could not file a fraud claim until the transactions post, at this time it's the weekend so those fraud charges still showed as pending. 
XX/XX/XXXX the charges posted to my regions account, I call the fraud line for Regions bank and filed my claim. I was told by Regions the process will take 2-10 business days. 
XX/XX/XXXX I went to Regions Bank to put a passcode on my account and the bank manager informed me 2 business days in the the Fraud Resolution team had closed my claim. I wasn't notified by anyone. A letter came in the mail 2 days later. I told the bank manager what had happened to me on XX/XX/XXXX, the explanation I was given was because I had a XXXX XXXX  and XXXX  account how do they know I did not participate in this scheme and now I am filing a claim of Fraud. This was insulting, I was hurt and appalled by that suggestion and accusation. I would NEVER do any of those things. I work hard for what I have. To suggest that I would commit fraud against myself. That day the bank manger said she would reopen my claim and for me to provide as much information as I could about what had happen. The bank manger informed me to allow another 5 business days for this process. I did what was asked of me and provided more information. 
XX/XX/XXXX I called for an update and was told they did not find any documentation of any kind added to my claim for review, after I gave who I talk to and the Regions Branch I was at the rep did find the additional documentation I had provided and ask that allow a couple of more days for the investigation to be completed. 
XX/XX/XXXX I called the regions bank Fraud line to get an update on my reopened claim. The rep I spoke with today Friday XX/XX/XXXX said it looks like it has been closed. I am to wait until after the XXXX XXXX holiday to get an explanation. Regions Bank did not take the time to look at my buying history or transaction history I have been with Regions Bank I know for more that 10 years and this is how I am treated. Regions did not even investigate my transaction history with XXXX XXXX or XXXX to see that these large transactions created in one day should have seem suspicious.

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 monetary relief