Consumer complaint received 2018-07-18
Company: REGIONS FINANCIAL CORPORATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I bank with Regions, and recently, my debit card was somehow compromised. I think it may have been because of a skimmer, I just don't know where it would have been. On XX/XX/XXXX, I noticed multiple charges to my account that I did not make after checking my account balance because my debit card got declined. There was a cleared charge from XX/XX/XXXX from " XXXX XXXX '' in XXXX, IL for {$1.00}. XXXX XXXX seems to be a car wash vacuum from what I can tell, or something of that nature. There were also pending charges for XX/XX/XXXX from a XXXX  XXXX store in XXXX, IL, as well as two charges to a XXXX 's store in XXXX, IL, and a water park called XXXX XXXX XXXX in XXXX XXXX, IN. I live in XXXX XXXX, IL, which is at least two hours away from the XXXX area that the cities of XXXX and XXXX are located in, and a similar distance from XXXX XXXX, IN. I live and work in XXXX XXXX, IL and have not been anywhere near these cities for quite some time ( and have actually never visited them even when I have been in that area ), so it would have been impossible for me to make these charges myself. When I noticed the charges, I immediately left work and went to my local Regions branch to see what I could do. I was told to wait until the pending charges cleared and to come back when that happened to file a claim against the charges for fraud. They did cancel and destroy my debit card at that time. The charges did not clear until I believe XX/XX/XXXX, and I was unable to get back to the branch until XX/XX/XXXX. On XX/XX/XXXX, I went into the branch and made the claim. I tried to also order a new debit card but because the charges had cleared out my account, my account was noted with a " soft close '' and was told I had to wait until my account was funded again to order a new debit card. I got paid via direct deposit on XX/XX/XXXX, and attempted again to order a new card, but was told my pay was still pending and the account would not show as opened again until it cleared. On XX/XX/XXXX I went back and the pay had cleared and my account was opened, so they ordered a new card. On XX/XX/XXXX, I received a letter from Regions detailing the charges I filed a claim against and that they would not be refunding me for the charges. Under each charge, the reason was, " Transaction verified with your card credentials. No report of card loss, theft or compromise. Transaction passed fraud analysis. '' I find this completely unacceptable, especially given my transaction history shows charges that I was, in fact, making myself in my home area when the fraudulent charges were also being made. On my statement, I've highlighted the fraudulent charges. On the statement, the XXXX XXXX charge ( {$1.00}, XXXX, IL ) is posted for XXXX. The XXXX XXXX charge ( {$23.00}, XXXX, IL ), the two XXXX 's charges ( {$21.00} and {$8.00}, XXXX, IL ), and the XXXX XXXX XXXX charge ( {$36.00}, XXXX XXXX, IN ) are posted for XXXX. On the letter I received from Regions, the XXXX XXXX charge is listed as XXXX, the XXXX XXXX XXXX and XXXX 's charges are listed as XXXX, and the XXXX  XXXX charge is listed as XXXX. I will try to attach that was well if I am able.

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