Consumer complaint received 2020-10-26
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXX XXXX XXXX XXXX ) XXXX text/cell Regarding REGIONS PRESTIGE VISA I agreed to receive and pay shipping charges on a 30-day sample product. 
I received that sample plus an additional different sample product. 
Since the shipping on the additional sample was minimal, I did not complain. 
I did not at any time agree to receive ( what I have since learned is ) a subscription However, 2 weeks later I received a full price order. 2 weeks after that I was charged for another full price order. I never received that one. 
When I got my statement, I immediately called the bank and reported unauthorized charges. I cancelled my credit card. At that time, I had only the first shipments and charges, however, there were more charges pending which I asked them to cancel. They did not. 
I spoke to Claims Resolution Department. They declined to refund the unauthorized charges via letter dated XX/XX/XXXX. I called again with same result. They were able to give me the phone numbers for the companies. I had not identified them as they were listed within the transaction # s. I also went physically to the bank. I sent a letter to Corporate. 
Corporate Office Address : Regions Bank, Headquarters XXXX XXXX. XXXX. 
XXXX, Alabama XXXX I called the given phone numbers for sender. There were 4 different numbers 1 applied to each product. 
I called them all, some multiple times. I was denied a refund each time. I was told I had agreed to a " subscription '' receiving the product every 2 weeks. I protested because, first, I had agreed to nothing and second even if I had it would certainly not be every 2 weeks. The website listed results may take 30 days to show improvement ; so why would I agree to accept a shipment for a 2-week period. I tried to research the Website but found there were multiples. I could not remember because frankly I didnt expect I would have to remember. 
I spoke with what I believe might have been the " manager ''. He finally agreed to refund the products ; 2 of which I had not received as of then. However, restocking fee of {$9.00} each plus shipping charge for each item. I declined the offer. 

Below see transactions each one assigned a different name and sent on different dates. 
XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX {$88.00} XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX {$84.00} XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX XXXX {$94.00} XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX {$90.00} At this point I still kept trying to communicate to the bank through phone calls and emails that I expected them to take responsibility for and cover these unauthorized charges. Each time I was refused stating they were authorized. I asked for proof of course there was none. 

Excerpt from Email I sent to Regions : " There is no doubt in my mind they were not a reliable source. What kind of " investigation '' was done? 
They " told '' you it was a subscription? Did someone just say " ok '' and threw the ball back to me? Was there ever any proof I subscribed? Of course, not because I didn't. Is it REALLY that easy for Scam Artists to get passed the bank? Are my accounts protected at all? The amount of protection sounds great, but it doesn't mean anything if Petty Criminals can dupe the bank So, I am throwing the ball back to Regions '' I finally spoke to someone from the sending company. I called the individual phone numbers got same refusal. 
After much discussion and assuring me the Post Office showed they sent the second shipment ( which they didn't ) she agreed to first a partial then eventually a full refund. 
It didn't happen. I called again was given transaction numbers they never did appear. My final communication with Sender, after I threatened to report them to the Attorney General and asked for their business license the agent told me " Do what you got ta do '' and hung up. 

I did report them to the Attorney General. They are working on it. However, I needed to give them an address for the sender. The only address I have is a Fulfilment Center. I am sure that will not be of any help to them. 

I am sending email communications with bank. I have a letter addressed but not a working scanner. 
All communications with Sending Company were via phone Several times on several days. 

-- - Original Message -- - From : " XXXX XXXX '' Received : XX/XX/XXXX XXXX XXXX  CDT To : XXXX Subject : Unauthorized Charges I spoke with Bank XXXX Credit Card Dept. They investigated and said the charge was a subscription ( every two weeks XXXX agreement and they could not remove it. After " investigation '' Regions sent letter stating it was an authorized " Subscription '' They couldn't remove it plus they went ahead and put the pending charges through I got the phone numbers from the Bank for Company/Companies There was different phone number, Company name and amount for each charge. I contacted several them times and the different numbers. They insisted I had agreed to a twice weekly charge. I KNOW it was only a 30-day trial. Plus, it stated I needed to use the product every day for the 30 days to see results so why would I want to order the product before I could determine results. It had been only 2 weeks before they charged for the products I had not ordered and received after the charge. Then came next 2 more Charges No product They agreed to a refund but would charge a restocking fee of {$9.00} each plus shipping charge for each item Charge to be put back on same card which I had immediately cancelled I certainly was NOT going to give them another charge card for them to have access. They charged me again for the items and I never did receive them I agreed to a free trial for 30 days ( sample ) only paying shipping cost for 1 product They sent 2 different products. Since it was a small shipping charge, I let it go. 
After speaking to several different people, it was agreed they would refund for the products I never received. I never agreed at any time I would be satisfied with partial refund. They played the " I can't hear you '' card then hung up. I waited for refund transactions to show on my account. They did not post. I called back. I was told it would be taken care of and I would receive emails stating the amounts refunded. Of course, they never did. I gave them a week and called again. This time I was given transaction numbers. Still no posting. I told them they needed to take care of it immediately. They were nonplussed. I said I would contact the Attorney General and asked for their business license. The agent told me " Do what you got ta do '' and hung up. 
I did contact the Attorney General but no promise I would ever hear back. At least it is filed. 
Now here 's Regions part There is no doubt in my mind they were not a reliable source. What kind of " investigation '' was done? 
They " told '' you it was a subscription? Did someone just say " ok '' and threw the ball back to me? Was there ever any proof I subscribed? Of course, not because I didn't. Is it REALLY that easy for Scam Artists to get passed the bank? Are my accounts protected at all? The amount sounds great, but it doesn't mean anything if Petty Criminals can dupe the bank So, I am throwing the ball back to Regions I am a good customer and have been for more years than I can remember. 
I have 2 checking accounts, a " NOW '' card for my daughter and a Money Market : as well as XXXX XXXX XXXX XXXX I am listing pertinent info below that I expect the bank to take responsibility for and cover these unauthorized charges. 
XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX {$88.00} XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX {$84.00} XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX XXXX XXXX {$94.00} XX/XX/XXXX XX/XX/XXXX Merchant # XXXX XXXX BeautiSkin {$90.00} XXXX XXXX XXXX XXXX XXXX ) XXXX cell / text -- - Original Message -- - To : " XXXX XXXX '' Received : XX/XX/XXXX XXXX XXXX  CDT To : XXXX Subject : Unauthorized Charges XXXX, Thank you for your message. I apologize for any inconvenience caused by this matter. 
Please know, that the dispute process is not a guarantee for reimbursement. It is a process where all the information provided is considered and an outcome is determined. It is an attempt on our part, to provide a resolution for our customers, when a merchant refuses. 
Additionally, when signing up for a free trial offer, the merchant can make additional authorizations for products and services as agreed upon in the terms and conditions of the trial offer with the merchant. Since these charges are agreed upon at the time of accepting the trial offer, it is necessary to contact the merchant directly about the additional charges or to request the terms and Conditions of the trial you signed up for. 
For additional assistance regarding the investigation and claim, please contact our Credit Card Claims department directly at XXXX ( option 1 then press 1 and 1 ). 
Please know we understand your time is valuable and we would not ask you to call unless necessary. 
Have a great day! 
Regions XXXX XXXX is always here to help. If you have any other questions let us know. 
Call - Call us at XXXX, 24 hours a day, 7 days a week. 
Click - Simply respond to this message or email us securely through Regions.com Come in - Visit any local branch Thank you for banking with Regions. 
XXXX XXXX -- - Original Message -- - From : " XXXX XXXX '' Received : XX/XX/XXXX XXXX XXXX  CDT To : XXXX Subject : Unauthorized Subscription APPARENTLY, YOU, LIKE THE " INVESTIGATOR '', DID NOT REALLY READ WHAT I WROTE OR YOU WOULD REALIZE THESE " PEOPLE '' ARE NOT LEGIT I HAVE THOROUGHLY GONE THROUGH AS MUCH SELF-HELP AS POSSIBLE. 
4 DIFFERENT PHONE NUMBERS 4 DIFFERENT BUSINESS NAMES 4 DIFFERENT AMOUNTS NO PROOF WHATSOEVER SENT A PRODUCT NEVER REQUESTED CHARGED FOR PRODUCT NEVER RECEIVED GAVE ME BOGUS TRANSACTION NUMBERS CONTACTED ATTORNEY GENERAL SO, MY TAKEAWAY IS MY BUSINESS IS NOT WORTH YOUR EFFORT I WOULD LIKE THIS COMPLAINT TO BE ESCALATED TO A CORPORATE LEVEL YOUR RIGHT I SHOULD NOT WASTE MY TIME CALLING BECAUSE THAT WAS A WASTED EFFORT XXXX XXXX -- - Original Message -- - To : " XXXX XXXX '' Received : XX/XX/XXXX XXXX XXXX CDT To : XXXX Subject : Unauthorized Charges XXXX, Thank you for your message. I apologize for any inconvenience this has caused. 
I can confirm we have read your messages and replied with all information we have available. However, we do not investigate these claims in this department and the Credit Card Claims department does not assist via email. 
Therefore, for additional assistance regarding this claim, it will be necessary to contact our Credit Card Claims department directly at XXXX ( option 1 then press 1 and 1 ). 
Please know we understand your time is valuable and we would not ask you to call unless necessary. 
Have a great day! 
Regions XXXX XXXX is always here to help. If you have any other questions let us know. 
Call - Call us at XXXX, 24 hours a day, 7 days a week. 
Click - Simply respond to this message or email us securely through Regions.com Come in - Visit any local branch Thank you for banking with Regions. 
XXXX

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