Consumer complaint received 2023-10-31
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
To Whom It May Concern : On XXXX XX/XX/2023, I redeemed my Regions Rewards points toward a flight from XXXX to XXXX XXXX to take place on XXXX XXXX, respectively. When I made the flight reservation, in the area where it displays class, the level was stated as Economy ( verbatim, it did not state basic economy or anything that could confuse a person from misinterpreting the flight as an Economy-level flight ). 

Low and behold, something happened that prompted me to need to modify my flight date, so I phoned Regions Rewards Center as this is where I purchased my flight. 

When I phoned on Thursday XX/XX/XXXX, I spoke to a representative who informed me that in cases like these, what usually happens is that there is a surcharge to rebook, but that it isnt a problem. She asked me for when I would like to change the return date, so I said XX/XX/XXXX and told me to wait on the line. However, when she came back, she told me regrettably, the flight can not be changed because it is a basic economy flight. I was sure it said economy when I made the reservation, but I hung up and decided to double-check on that. While XXXX XXXX also said the flight was reserved as basic economy based on the booking reference, this fact was not made clear to me or whoever uses the rewards center to reserve flights. 

In fact, when I logged on and proceeded to follow the exact same steps I took to reserve the flight ( same dates, same flight numbers and times, even took the same number of points ), the option I clicked stated Economy while others below, including an equivalent of the flight ( managed through XXXX ), I reserved stated Basic Economy clearly. 

That in hand, I phoned Regions Rewards Center once again Friday, XX/XX/XXXX around XXXX XXXX XXXX  and spoke to a representative named XXXX. I told XXXX what happened and explained my discovery, but he offered no explanation or solution and eschewed any accountability on a part of Regions Rewards, retorting that it was because I did not check the Hide Basic Economy box. In spite of me clearly explaining that the option was Economy when I made the reservation and the attached itinerary also says Economy, there is no way in which a reasonable person could suspect this was anything other than a standard economy-level reservation. I asked XXXX to provide me with contact information so I could voice my concerns and frustrations in a letter or e-mail to escalate my complaint ( because I was not going to let an careless mistake on some programmer 's part or the airline upend my trip and make me lose all those points needlessly ), but XXXX said there was none, nor was their an organizational structure of whom to contact in event of complaint or dissatisfaction. Rather he said he would " note my complaint '' which he kept me on hold for 30 minutes, only to probably make a note that nobody will ever see. In other words, Regions Rewards is being deceitful in its actions and unwilling to acknowledge and assist. 

What I am seeking is a reimbursement of the points that were spent reserving the flight. Since they say, their hands are tied because of the flight restrictions and being under XXXX, they are unable to assist, what they are able to do is a courtesy credit from REGIONS side in terms of points. While I understand XXXX XXXX XXXX has its restrictions and are not refundable or changeable, then Regions owes me the duty of acknowledging their carelessness and/or intent to mislead and defraud customers of their points ( whether knowingly or not ) AND crediting my account with XXXX points so as to make a demonstration of their value in me as a long-time customer of REGIONS and as someone who has validity in what he is saying, rather than just not accept responsibility.

Company response to consumer: Closed with non-monetary relief