Consumer complaint received 2022-02-12
Company: REGIONS FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
XX/XX/22 - I received and email Regions bank stating Congratulations on your new account and included the last 4 digits of an account number. I went to the Regions bank website to get the phone number for their corporate office and called them. I spoke with a lady named XXXX. She said that I needed to report the account and complete an Identity Theft Kit with the bank, file a complaint with the Federal Trade Commission and freeze my credit through all XXXX credit bureaus. After I got off the phone with her, the next time I checked my email, I had received 4 more emails stating that new accounts were opened. 

XX/XX/22 - I called Regions bank corporate office again and spoke with XXXX. I notified her of the email I received, the phone call I had the day before and the 4 additional emails I received. She asked for my information and verified that a total of 5 accounts ( 2 checking and 3 savings ) were opened using my name, date of birth, drivers license number, social security number, phone number, email address and mailing address. She advised that I file a police report with my local police department and go to the branch where the accounts were opened ( XXXX, TX ) and fill out an Identity Theft Kit and request the accounts be closed. She said that she would freeze the accounts in the meantime. 

XX/XX/22 I went to my local police station XXXX XXXX XXXX Police Department ), filed a police report and gave the detective a copy of all the emails I had received. 

XX/XX/22 I froze all 3 of my credit reports through the credit bureaus. 

XX/XX/22 I received text messages from my personal bank ( XXXX XXXX XXXX ) about fraudulent activity on my account. There were 4 transactions to XXXX, 2 for {$100.00} and 2 for {$300.00}, but only 2 of the transactions were allowed to process, 1 for {$100.00} and 1 for {$300.00}, the rest were declined. I called the Fraud Alert Department with my bank and reported my bank card stolen. The representative asked if my card was still in my possession, which it was, so only the bank card information was stolen. My bank card was then deactivated due to stolen and a new card has been issued. 

XX/XX/22 I went to my bank ( XXXX XXXX XXXX ) and filled out the paperwork regarding the fraudulent charges, as well as provided the bank with the detectives information and my police report case number. 

XX/XX/22 I went to the Regions bank branch in XXXX, TX and spoke with XXXX. I completed the Identity Theft Kit paperwork and provided them with the detectives information and my police report case number. I asked for the accounts to be closed and XXXX stated that he was unable to close the accounts because they charge fees to close accounts and theres an investigation in progress. I asked him to verify that the accounts were frozen, because I was told they were on XX/XX/22 by XXXX, and he reported that none of the accounts were frozen, nor could he freeze them because everything had to be done through the corporate office. 

XX/XX/22 I went to the police department to speak with the detective and updated him on everything with the money stolen from my personal bank account and that I was told at Regions bank that they couldnt close the accounts. The detective called the branch, spoke with XXXX, and was also told that he was unable to close the accounts. XXXX said that he would have to call the corporate office but when the detective attempted to call the corporate office, there was no answer. The detective said that he would continue to work on it and requested that I contact my bank and request information regarding the XXXX address where the fraudulent transactions were made from and send to him. 

XX/XX/22 I sent an email to XXXX with my bank ( XXXX XXXX Bank ) to verify that she received the paperwork I filled out at the branch regarding the fraudulent transactions, and to request the information that the detective wanted. I was told that they will not provide me with that information. I sent her the detectives information and asked if she could contact him and provide him with the information. She responded and said that they will not provide him that information, nor would they contact him regarding this matter. She said the detectives should have their own ways of investigating and that they can not provide any of that information. 

XX/XX/22 I received 6 more emails from Regions bank stating that 6 new accounts ( now 11 accounts total ) had been opened in my name. I called the Regions bank in XXXX, explained what happened previously and what had happened today, she stated that she would attempt to close the 11 accounts, she doesnt know why no one was able to do it before, and she would call me back later. I called the corporate office, again explained what happened previously and what happened today, and inquired why more accounts were able to be opened, after I had already filled out all of their identity theft paperwork and requested several times for the first 5 accounts to be closed. At this point, I had filed all the paperwork they requested, missed many days of work trying to take care of this, and not only would they not close the 5 original accounts, they allowed 6 more accounts to be opened almost 2 weeks later. The lady I was speaking to said that she was waiting for her supervisor to respond then the call was disconnected and she never called me back. 

XX/XX/22 I emailed the detective to notify him of the new accounts being opened today. He called me and instructed me to file a complaint with the Consumer Financial Protection Bureau and with XXXX, then let him know when thats done. 

So 5 accounts were originally opened, the bank wouldnt help me for weeks to close the accounts, even after I completed their paperwork. Money was stolen from my personal bank account through transactions with XXXX. Then almost XXXX weeks later, XXXX more accounts were opened, bringing the total to XXXX accounts with Regions bank. 
Fraudulent Accounts : Regions Bank XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX. 
XXXX, TX XXXX My Personal Bank : XXXX XXXX Bank XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX, TX XXXX Detective with XXXX XXXX Police Department : Detective Sergeant XXXX XXXX Badge # XXXX ( XXXX ) XXXX XXXX Police report case number : XXXX

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