Consumer complaint received 2023-08-15
Company: REGIONS FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I would like to file a complaint against Regions Bank for failure to promptly initiate Error Resolution Investigations. I disputed 2 transactions on my Regions debit card on XX/XX/2023 upon my return from a trip to XXXX XXXX XXXX. I called and disputed a transaction dated XX/XX/2023 in the amount of {$410.00} from a restaurant called XXXX XXXX XXXX in XXXX XXXX XXXX because I was charged the incorrect amount based on the wrong currency that was applied. I was charged {$410.00} US Dollars but was only supposed to be charged XXXX Pesos MXN or VAT which is the equivalent of {$24.00} US Dollars. I was charged an incorrect amount due to the wrong exchange amount charged. I also disputed a charge of {$710.00} US Dollars on XX/XX/2023 from XXXX XXXX XXXX. I paid and stayed for two nights. I paid a fee of {$710.00} that posted on XX/XX/2023 under a transaction on my statement as XXXX XXXX  for the first nights stay and to hold my reservation. XXXX XXXX  and XXXX XXXX XXXX are XXXX and the same in a partnership and management or group of hotels. I was supposed to pay for the second night and any incidentals at checkout on XX/XX/2023, however XXXX XXXX charged me another {$710.00} on XX/XX/2023 documented under on the statement as XXXX XXXX XXXX and then another {$710.00} included in my bill at checkout on XX/XX/2023 for {$1700.00} under XXXX XXXX XXXX. XXXX XXXX charged me for the second nights stay twice. I explained all of this in detail on XX/XX/2023. I received an email confirming my error dispute on XX/XX/2023. On XX/XX/2023 I noticed I had not received a decision, provisional credit or anything regarding the dispute. I called three times asking about the results of the error dispute and the first customer service agent said the dispute was denied on XXXX but there was no information as to why so I asked for a copy of the investigation or how they determined to deny my dispute. I was transferred to Customer Protection and waited on hold for 45 min and was then hung up on in the call. I called back and got hung up on again. The third time I waited an hour to speak to someone in Customer Protection and they said that my dispute was denied but they also did not know why but said they would reopen my dispute. I received a letter on XX/XX/2023, that letter was dated XX/XX/2023 stating that Regions Bank needed documentation as to why Im entitled to a refund from the merchant? I provided the reason I was entitled to a a refund on XX/XX/2023 but no investigation had ever began, instead I was just flat out denied. Regions had not reached out to the merchant or even looked at the transactions or attempted to perform an investigation based on internal records or information. I called on XX/XX/2023 for a status update and asked for the documentation from the original investigation dated XX/XX/2023 and why my original error dispute was denied and the Customer Protection agent said the notes in the system stated that the Merchant had 15 days to return my money before Regions Bank would begin an investigation. I said, so no investigation begins until the merchant has an opportunity to return the funds? This wasnt a merchant dispute but an error dispute I was charged the wrong amounts possibly due to an error regarding the exchange rate and a duplicate charge or an unauthorized charge regarding the {$710.00} for my hotel room. When ever I have disputed transactions Im immediately denied without any type of reasonable investigation or without a review of relevant records, transactions and information within Regions Banks own system. Im never offered a provisional credit & Regions Bank extends the length of the investigation whenever and however long they want by flat out denying the error dispute claim and then asking you for documentation before they begin an investigation. However whats even more problematic is that Im not the first customer to complain about their error resolution investigations, decisions, and process to the CFPB and the FDIC and I wont be the last. However it will be my last cause Im closing my accounts with Regions before the end of XXXX. Clearly my money is not protected from errors and the Merchant has more rights than I do. I work very hard for my money why wouldnt I want it back?

Company response to consumer: Closed with explanation