Consumer complaint received 2020-07-29
Company: REGIONS FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My checking account XXXX is frozen. I need it unfrozen. It was frozen fro fraud that is not fraud. I deposited a check from an insurance company. The check was more than 90 days old and therefore not honored. I have plenty of money in my account, {$2300.00} today, after the check for {$1700.00} was taken back out since it was not honored. I could not access my account last week on line. I tried to reset my password and could not. I reached out to the bank 800 number as instructed on their site and was told that the account was frozen for suspected fraud. I was told I had to contact the local branch to get it unfrozen that the local branch was the only way to unfreeze it. I was given the contact phone number. I called and spoke to a woman who took my info and explained that the manager was not, but that she would try to get someone else to help. I heard nothing. I called on Tuesday and spoke to XXXX XXXX who told me to call the 800 number. He said that the local branch can not freeze accounts and he didnt know why I was told that. I explained that I did not want to talk to the 800 number because I had done that yesterday and they told me to contact the local branch. He then asked for my account number and told me that is was frozen for fraud. He said he needed the Insurance Agent to contact him to tell him that the check was for a claim, the amount, and the payee. I explained that he already had the check and questioned why, since the funds were already taken out. He would not waiver form the request to hear from the insurance agent. I thought the check was a homeowners claim since it was in a homeowners insurance file. I later found that is was a windshield claim from XX/XX/2019 for my sons car that we no longer have and dont even have that insurance anymore. I found the agent and she contacted XXXX XXXX. He refused to unfreeze my account still. He told the agent, XXXX XXXX, that he needed her to tell him the check number. She explained that she represents several companies as an insurance agent and that while she could confirm the claim date, payee, amount that she didnt issue the check. XXXX asked her to contact the company she represents and confirm the check number. This is excessive. I am not trying to get access to the {$1700.00} funds. They already went in and back out. I need access to my frozen account. I called the 800 number again today, XXXX. I explained the situation, I was transferred to a supervisor. Both told me that only the branch can unfreeze the account. I waited while they called the branch and was told that the manager is out today. I asked for the manager 's manager name. The 800 number refused to provide it. She claimed that she didnt have access to that. I doubted that. I asked her to ask the branch personnel. she put me on hold, supposedly called the branch, then came back on and said that the Assistant Manager would be calling me today. She said they wouldnt tell her the manager 's manager name. I asked how to file a complaint with the president 's office at Regions. The 800 number person told me to go on line. I explained that I can not do that since my account is frozen. I asked for the presidential complaint email and was told that there isnt one. I protested, explaining that I work at a bank and that there is one. She said no. She said I could email XXXX I told her that wanst the presidents 's office. She said it was. I told her I would file a complaint with CFPB instead. No response. She told me that there was nothing further she could do for me and that I needed to wait today for the Assistant Manager to call me. I want my account unfrozen immediately. I want the {$2300.00} check I deposited elsewhere to be honored.

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