Consumer complaint received 2023-09-18
Company: REGIONS FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Tuesday, XX/XX/XXXX, at XXXX, I received a call that my card had been compromised. The young man on the phone verified with me that he was with Regions by sending me a 6 digit code to my text messages. While on the call he stated he would close my card. He then said there is suspicious activity in my banking mobile app and that he would close that as well for further investigation. While on the phone I began to get thousands of spam email and I checked my account on my mobile banking app and all of my money was still there. When our call dropped, I called XXXX who let me know I was being " spam bombed '' to distract me from what hackers could be doing. Regions called back and He told me I could go to my nearest Regions to pick up my new card. I could not go to the bank on Wednesday so I went on Thursday, that is where I discovered hackers changed my username, password, and phone number to where I could not be alerted as to what they were doing and I could not see it because of all of the spam mail coming through. While on the phone with Regions, hackers moved {$4000.00} out of my savings, into my checkings and spent it all. At the very moment, the Regions desk agent, XXXX, assisted me with filing a claim and disputing the charges as none of the charges were me and they all were repetitive, signifying that they were indeed fraudulent. At that very moment XXXX assisted me with opening a new Checkings and Savings account but left the old one open until my dispute went through so all of my funds could go back but no funds could be taken out. She also discovered the agent over the phone on Tuesday only SUSPENDED my card and did not CLOSE my card. While on the phone with him, every transaction occurred. Had Regions closed my card and mobile banking app like they said, the hackers would not have gotten to my money. On Monday I received a call from Regions because I had put in a survey, they lady on the phone told me they denied my claims to my dispute for my {$4000.00}, I immediately went up to the branch in XXXX XXXX to talk to XXXX who assisted with me calling Fraud Claims Center. Because my case had been closed on Friday, XX/XX/XXXX, I had to reopen my claim. The lady on the phone told me my card had not been closed until Thursday XX/XX/XXXX which is when XXXX closed it. So why wasn't my card closed when the guy on Tuesday called about fraudulent charges?? The lady on the phone reopened my case and wrote down the information I had given her and let me know it would be 5-10 business days before I hear back with a decision. I asked if I could speak to the people who review the cases and she stated they do not speak to the public. I asked for a name and she said she couldn't give me one. All of my savings is gone and in less than 24 hours Regions didn't even thoroughly review THEIR MISTAKE which could have helped to avoid my money being stolen in the first place. 

I have attached screengrabs of the time frame so you all can see I was literally on the phone with Regions WHILE my money was being stolen since my card was not closed and my account was still open.

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