Consumer complaint received 2019-03-29
Company: REGIONS FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have a checking account with Regions Bank. On XX/XX/XXXX, I used the XXXX money transfer service offered by the Regions bank mobile banking app to send a {$300.00} dollar payment to my husbands XXXX XXXX XXXX account. I received a message that the funds would be available in the XXXX   XXXX XXXX account in 1-5 business days. The {$300.00} was pending on the XXXX  XXXX XXXX for 14 days but was never deposited into the account. During this time my husband and I were on the phone back and forth between Regions Bank and XXXX XXXX XXXX customer service. XXXX XXXX XXXX was stating that they never received the funds and there was nothing they could do to help us. When I called Regions, they stated the transfer had been confirmed and directed me back to XXXX  XXXX XXXX. I requested that regions submit a claim for an investigation at that time to find out where the funds went since XXXX XXXX XXXX stated they had not received them. I spoke with multiple Regions Banks representative from XX/XX/XXXX up until now XX/XX/XXXX and got different answers from each representative. I also spoke to many different representatives at XXXX XXXX XXXX over the next couple of weeks and were given the same answer each time, so we asked to escalate the call up to corporate. We received a call from XXXX from XXXX XXXX XXXX corporate office and she also confirmed that the money was never received from regions or XXXX. XXXX stated that XXXX XXXX XXXX had not received any correspondence from Regions Bank regarding the issue and she was unsure of how Regions bank could have closed the investigations without reaching out to XXXX XXXX XXXX to find out if the funds had actually been deposited. XXXX stated that she would contact Regions herself to confirm that the the funds were never received. We also tried to contact XXXX customer service also but was referred back to our banks due to the fact that we used mobile banking apps which doesnt allow XXXX the information required for them to access the account. XXXX states that if using your mobile banking app to make transfers, customers have to contact their banks with any issues. XXXX from XXXX XXXX XXXX called back and stated she spoke with someone at regions who stated the {$300.00} would be credited back to my account within 5 business days. When this didnt happen, I contacted Regions bank and was told that there was no record of this conversation between XXXX and any of there reps. I spoke with supervisor named XXXX at Regions Banks office in XXXX and he originally informed me there wasnt even a record of my conversations with the 20 different reps that I had spoke with at Regions. I informed him that I was not making it up and I was sure that XXXX from XXXX   XXXX XXXX wasnt making up her conversation either. So after placing me on hold and digging a little deeper, XXXX informed me that he was able to see the notes on my conversations with the reps but not Amys. XXXX also states while looking into the account he was able to find a message that said the transfer failed due to an incorrect routing number and should have been credited back to my account on XX/XX/XXXX but it didnt happen. XXXX offered to put in another claim for an investigation and stated he would input all of the details to make sure the issue would be resolved. I waited a week but did not hear anything from Regions Bank so I called customer service again. By this time it was XXXX, 2 months later. I was finally referred to the Ach department and told that I could dispute the transfer since it was never received. I spoke with an ACH representative who assured me that I would recieved a XXXX dollar credit to my account by the end of business day. This did not happen so I called back and was transfer to a client services department where I was told an Ach dispute has never been submitted on my account. The representative I was speaking with in that department told me that I should go into a local office because there was paperwork to sign and that would be a better way to make sure the dispute was submitted. I went into the office and was being helped by the bank manager XXXX. She submitted the dispute and assured me that my account would be credited with the {$300.00} by the end of day or next day at the latest. That did not happen. I tried to contact XXXX, but she was out and I had to speak with a XXXX who I was told was helping hem out from another branch location. XXXX stared that he contacted the Ach team and was told that they were working on it and wasnt sure why it was taking so long, he advised me to wait a few more business days. I waited 3 days and called back to the bank. XXXX was unable to figure out what was taking so long and unable to explain the process to me. I requested the contact information to corporate and was informed that they are not able to give that info out and are only able to submit a request for the consumer to be contacted. I requested that XXXX submit that request for me. After 3 days, I still had not received a call from corporate. I called back and XXXX still had no explanation for me and went back and forth in the converation for a while until he became upset and hung up on me. I called back to speak with XXXX to complain and find out if she was able to see what was going on with the Ach credit. XXXX checked some notes and stated the Ach investigator said they were not able to credit my account because the request was submitted outside of the 60 day window. I explained to XXXX that I was not informed that I could even submit this type of request until more that 2 and a half months later after speaking with at least 20 different representatives. I provided XXXX with the contact information for XXXX from XXXX XXXX XXXX, XXXX informed me that she spoke with XXXX and XXXX confirmed the funds were not received. XXXX stated she would get in contact with the ach investigators manager, XXXX. XXXX replies back to XXXX that she contacted XXXX XXXX XXXX and was informed that the funds were deposited into my husbands account back in XXXX. I called XXXX XXXX XXXX to confirm this and was told they do not have record of that call and that there was no way anyone told XXXX the funds were deposited because it definitely shows that the transfer failed in their system. I called XXXX back, who called XXXX back, XXXX then requested bank statement from my husbands XXXX XXXX XXXX account. I provided a copy of this statement to XXXX who emailed it to XXXX. XXXX responses that she contacted XXXX XXXX XXXX again and was told that they could not accessed deposits that are more than 60 days old. At this time I requested a call from somebody, anybody since Regions corporate office had not called me back. XXXX offered to have her manager call me. A week later, I still have not received a call from XXXX manager. I called XXXX today and was told that XXXX replied that I will not be receiving the Ach credit and that I need to contact XXXX XXXX  XXXX. This response come after almost 4 months of me going back and forth, it being determined that XXXX XXXX XXXX never recieved the funds, and promises from Regions representatives that my account would be credited. I was told by XXXX that it appears the funds may be stuck at the 3rd party but unfortunately as a consumer, I am not able to contact XXXX because I went through my bank. My bank claims that they are not able to contact XXXX on my behalf either. So I am being told by Regions bank that I am out of luck and I just have to take that {$300.00} failed transfer as a loss. And I dont even deserve the courtesy of a call back from corporate or a higher up manager to try to get the issue resolved or a least make a complaint on the circles I was taken through and the fact that a glitch in the system caused my money to be loss at no fault of my own and no I am just out of {$300.00} when I thought my bank would protect me from something like that.

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 explanation