Consumer complaint received 2022-11-03
Company: REGIONS FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
More details of the event included in the police statement I submitted which is attached and happening in the early hours of XX/XX/XXXX. In short, met a random person on a trip in XXXX, had drinks, etc., ultimately the person asks to go to my hotel room, I oblige. Sometime afterwards, I mention the sun coming up and needing at least 2 hours of sleep, the person asked if they could use my phone to get an uber. I open my phone, XXXX it their direction as I use the restroom, they are still on the phone as I come out - kisses/goodbyes and I go to sleep. Upon waking up, I notice a XXXX charge to XXXX and XXXX to cashapp. Both companies as well as my bank, Regions, were communicated with that day as I asked for them to freeze/stop the transaction and informed all parties it was unauthorized. XXXX agreed with my claims. I spoke with someone at Regions ( I believe it was the fraud department ) that said I could not stop or dispute the claim until it goes from pending to processed but that this should be an easy claim given the details of the situation. I then disputed the claim as soon as I was able to, I believe on XX/XX/XXXX. Believing it was XXXX ' I left it at that until there was a Reg E Reversal posted to my Regions account on XX/XX/XXXX. Upon reviewing my mail I did recieve a letter from them dated XX/XX/XXXX but had no further letter or communication received at the time of the charge on XX/XX/XXXX from Regions. The only communication I had from cashapp was informing me I had to request the XXXX to send me the money back, which they of course did not. I have had a lot of interaction with both Regions and XXXX since the charge was posted on XX/XX/XXXX and believe at this moment my rights under 12 CFR part 1005, 1005.6 ( b ), have been infringed upon. 

Initially phone communication was all I had with Regions. To be XXXX, I'm not sure who's at fault, but I believe Regions should have either held me liable for only {$50.00}, if not {$500.00} for this unauthorized transaction. I am under the understanding that because XXXX submitted a document confirming my phone was used, that Regions ruled in their favor and I have been told I have no recourse other than with the merchant ( cashapp ) because I did not submit anything to Regions. I was never told I needed to and didn't even see the letter saying I could until the reversal hit ... nobody contacted me by phone or email to investigate ( prior to XX/XX/XXXX, but that was more to tell me that it's my/cashapps problem, though I did get them to finally provide me the documentation cashapp sent )... I am a public servant and really been adversely affected by this and their ( Regions/Cashapp ) lack of action and communication. I respect the gov't and their workers but I already created a complaint against XXXX, as you will see, as I don't fully understand this process. I hope this doesn't waste more of your time, you have my permission to lump them together or close it if it lacks merit. I have spoke with 6 different individuals with Regions in the last 3 days and none of them have wanted to speak about 12 CFR part 1005.6 ( b ) in detail.

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