Consumer complaint received 2022-02-28
Company: REGIONS FINANCIAL CORPORATION
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
My company awards incentive trips and contest during the year, our expenses and incentives are paid to us by using a COMDATA payment solutions master card. I do not use the cards when i get them but do before the expiration date. I pulled a card out on XXXX to use becasue it was set to expire at the end of XXXX. I called to activate the card on XXXX and after I activated the card i was asked to hold, a person came on the line and told me that the card was listed as lost. I said that the card was not lost becasue I just activated it and have it in my hand. The recording on the line said that my card was now activated adn I needed to create a four diget pin and give the expiration date and the security code on teh back. I told the person that the card ending with # XXXX had been in my safe until XXXX so it had not been lost. I asked her if the money had been moved to another card becasue I have several and an additional card number with the last 4 numbers was showing below the one that was supposidly lost when I looked on line. The person would not answer this question and said that I would have to contact my State. I again asked her what happened to the money and the card was not lost and had not been activated until XXXX, the line went dead, she hung up on me. I called back and talked to another person, I explained the same thing and she finally asked if I wanted her to send a replacement card and I said yes. She asked for my address and I gave it to her, she said no your previous address, I told her that this was the only address that I have had for the past 20 years. I told her that my company provides this card and it might have their address on it, I was then asked when I got my last paycheck, I asked her what this had to do with the card but did tell her the date, she was again confused becasue none of this information had anything to do with the card or issue. The person then said that they would call me back after they looked into this, she never called back. On XXXX I called again and went through everything the third time. This person again said that the card was reported lost on XXXX, I again said that it was not lost and it was just activated on XXXX. The person then told me that the card had been used when I kept asking her what happened to the {$700.00} that was put on the card. I asked how was the card used when it was not activated until XXXX, and how was it used when it was reported lost, at this point the line went dead again. I have made three attempts and have been hung up on two times. I checked another card that I have that has an expiration date of XXXX and it also says that it is lost but I have it in the original envelope in my safe, it has not been activated. It appears that if a card is not activated and/or used within a year or so after it is issued it is going to a lost status so there is an issue or fraud at some point. I talked to two supervisors after I started this complaint and they were not much help either, the last one told me that there was nothing that they could do and they could not help me. Based on this experience I would never use comdata npayment solutions for anything. Thansk for your help.

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