Consumer complaint received 2017-09-20
Company: REGIONS FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX/XXXX/XXXX, 11 fraudulent checks were deposited into my checking account and hours later the funds were available and withdrawn from different locations including XXXX and other atms. I noticed the activity the morning of XXXX/XXXX/XXXX and immediately attempted to report it to the number on the back of the card. This is a joint account and the card that was used was under the other card holder so he had to call and dispute. I was told to go into the branch also which I did that morning. The charges were disputed but a hold was put on the account for fraud. My regular direct deposit went into the bank on the XXXX for {$1100.00} but a hold was put on this until the investigation was complete. We were told at that point by the representative at the branch that are account would be closed and chances were we would not be reimbursed because the PIN number was used. I received 1 noticed that stated we were given provisional credit so we could function normally until the investigation was complete and this is not true. We did file a police report and are working with them on criminal charges, but that did nothing fro the bank 's investigation. I was basically without money for basic daily needs and the bank turned their head. We have attempted to follow up with the investigation but that has been very difficult because we are given no information from the branch and were refused any documentation from the supposed investigation that was completed. One rep told me the PIN number was used so that was the investigation. We are not allowed to speak to a supervisor when we ask and we are given the run around every time we try to follow up with any progress. We were told today that the " investigation '' was complete and the account would remain in negative standing but I have still not been provided with any documents regarding their research or investigation. We have both been treated like a criminal during this situation and told we did things that we did not do. The bank wants us to think that someone getting our PIN number is not possible and could never happen. There are ways in this day and time. 
I did ask the question several times about why these fraudulent deposits were made available so quickly and no one has been able to give me an answer. When I make deposits through the atm I have to wait on funds to be available. The customer service with this bank has been a joke and I will not stand for being treated the way we have been treated. The amount of money we are our is huge to us and the whole point of having a bank is so my money is protected. We tried going through XXXX and the FDIC but are still with no answers. I included the notices that I received dated only 1 day apart and 3 of the 11 deposits made into the account as an example.

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 monetary relief