Consumer complaint received 2022-10-26
Company: REGIONS FINANCIAL CORPORATION
State: LA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
Sent an International wire on the 5th from Regions Bank Branch on XXXX XXXX in XXXX XXXX LA, Banker- XXXX XXXX XXXX Manager- XXXX XXXX XXXX XXXX XXXX Its the 26th and the beneficiary bank in XXXX has not received the wire. 

We were told that It was supposed to take three days to get there XXXX  XXXX ordered on the XXXX. 

We were told by Customer Service that notwithstanding our providing the XXXX number at the origination of the wire it was not included on the wire form. Bank Branch said it was not necessary. As a result the wire just sat at Regions intermediary bank in XXXX for days with no one taking any action. 

We were not informed of anything unless we made strong efforts at contacting the bank to demand an explanation We were told over and over again " we sent it and it was received '' Which turned out to be completely false. They would never provide us with any written proof that it had been sent and received only the wire order authorization form was provided. 

Bank staff was rude, incompetent and uncaring throughout this ordeal about this botched wire. Never admitting guilt or apologizing for the situation they put us in. 

This wire was to pay our rent in XXXX and we were faced with eviction because this incompetent bank could nor or would not tell us where our money was and what happened to it. Conflicting stories from the branch and customer service and the wire room refused to even talk directly with us. Instead the customer service representative would talk to us and then put us on hold to talk to them and then back to us. Ridiculous. 

Five written requests to talk to a supervisor were ignored. We are still yet to talk to a supervisor. My banker XXXX XXXX has never returned a phone call or email sent to him regarding this matter. His manager contacted us only once by email with information totally contradicted by Customer Service namely that the wire had been returned when customer service said it was sent with the missing XXXX number now added. 

XXXX days to get a wire to XXXX XXXX Inexcusable under any circumstance. And its still not there. 

I have written a letter to the president of the bank XXXX XXXX XXXX without any response I have filed complaints with the FDIC, XXXX XXXX XXXX and the XXXX XXXX XXXX XXXXXXXX, and now the CFPB This bank could care less if our issue is resolved and we are closing all our accounts there and would advise anyone considering using this " Bank '' for business to seek another bank that cares for its customers and actually can complete an international wire. 

This bank does not train its personnel properly to know to include an XXXX number on an international wire form. This bank does not allow a customer to speak directly with the wire room, This Bank does not return phone calls or emails. This banks branch personnel are rude and uncaring and generally don't know what they are doing. This bank deposits money into the wrong account. This banks fraud department stops card transactions despite being called in advance to clear the transaction. This bank keeps you waiting in the lobby for long periods of time before helping you and then they dont help at all.. 

Save yourself the trouble bank elsewhere. 

This banks inability to complete a simple wire transfer ahs cost us time and money and has hurt our reputation. 

Our next call will be to our attorney to see if we can get a recovery

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 non-monetary relief