Consumer complaint received 2019-01-27
Company: REGIONS FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
My checking account at Regions bank has been hacked and Regions has not provided any protection of my funds which has shaken my confidence in the banking system. I am a college student and have very few transactions in my checking account. Starting in XX/XX/XXXX, there were numerous fake deposits and wires on uncollected funds. 

Here are some of the fraudulent larger transactions that caused me loss : On XX/XX/XXXX ( Friday ), a mobile deposit for {$1400.00} was made, on XX/XX/XXXX ( Monday ) a mobile deposit for {$2900.00} was made, and on XX/XX/XXXX a {$500.00} mobile deposit was made. Those items were returned because they were fake and I was charged returned item fees of {$15.00} for each. Copies of the returned items were sent to me. They are checks written to me from XXXX XXXX in Tennessee. I dont know any XXXX XXXX and did not make those fraudulent deposits. In addition, they dont appear to be properly endorsed. Prior to those items being returned, Regions processed a XXXX XXXX transaction for {$990.00} on XX/XX/XXXX, a XXXX XXXX transaction for {$990.00} on XX/XX/XXXX, and a XXXX XXXX transaction for {$990.00} on XX/XX/XXXX. I have never used XXXX XXXX for anything. We called XXXX XXXX and they informed us that money was wired to XXXX XXXX in XXXX. I dont know anything about XXXX or anyone there. 

When I returned to my home from XXXX holiday, Regions had sent me a copy in the mail of one of the returned items. I immediately ( on XX/XX/XXXX ), the next day that the bank was open, went to the local Regions Branch and reported all of the fraudulent transactions to the Customer Service Rep and completed a list of the unauthorized transactions. At that time, we requested that all transactions on that account to be frozen, nothing in and nothing out until we could figure out what happened. We also opened another account. 

Regions sent a letter dated XX/XX/XXXX stating that their research indicated that I allowed my ATM card and PIN number to be used by another individual and held me liable for this fraud. 

On XX/XX/XXXX, Regions allowed another fake deposit to be processed in that frozen account totaling {$2900.00} and on XX/XX/XXXX a fake deposit was processed for {$2100.00}. This time whoever is committing the fraud transferred the uncollected funds to the new account and tried to set up a payment for {$3300.00} to XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AR XXXX. I logged into my account on Sunday XX/XX/XXXX and realized what was happening and stopped that payment because it had not been processed by Regions yet. I dont know anyone named XXXX XXXX and did not make those deposits or set up that payment. The fake deposits were returned and I was charged return fees and overdraft fees. So after we froze the account, Regions allowed deposits and transfers to be made. 

On XX/XX/XXXX, my mother, who is a signer on the account, returned to the branch to dispute the findings in the letter and to open a new investigation for the fake deposits and transfers ( that Regions allowed in an account that should have been frozen ). She also went on XX/XX/XXXX, to find out that there were no additional notes on the account from the fraud department and was told that they ( the fraud team ) was probably gone for the day at XXXX and that theyve been very busy lately. My mom received a phone call from the local bank rep on XX/XX/XXXX for an update, and was told that she was not able to get in contact with the fraud department, meaning no new information or that any notes were notated in my file. 

On XX/XX/XXXX, the Customer Service rep at the branch called and indicated their investigation found me liable for the transactions again. She stated that because this happens often in student accounts and that the bank believed that my info was given instead of stolen that they would not reopen the investigation and it was over ; there was nothing else that they could do at the bank level. She did not offer any explanation in writing, nor have they been able to produce any connection between me and the depositors/wire transfer receivers. She said all of my money was gone and I owed the {$1400.00} for the overdraft created by this fraud and that they would report me to the credit agencies if I didnt pay. 

I have always been told that a bank is a safe place to keep my money. I did some research and read the Electronic Funds Transfer Act ( EFTA ) which appears to provide some protections from this situation. I dont believe Regions is in compliance with this regulation. They didnt provide a determination within 10 business days ( part 908 ( a ) ( 3 ) ) of notification for the transactions that occurred on XX/XX/XXXX and XX/XX/XXXX with notification on XX/XX/XXXX. They notified me on XX/XX/XXXX which exceeds the 10 business days allowed. I dont think they made a good faith investigation of the error and I dont think that because I am a student is a reasonable basis ( part 908e of the EFTA ) for holding me liable. 
I didnt originate any of these transactions and dont know how my account was hacked. I have no connections with any of the people, whether depositing or removing any funds. My account had very few real transactions ( 3 in 2 months, 2 being mobile deposits with properly endorsed checks with my signature, not signed as cash as in the fraudulent checks, and 1 debit at a gas station ), and it is really disappointing that Regions internal controls are so weak they didnt provide any level of protection. It makes me wonder how susceptible this federally insured institution is to money laundering and fraud. The fraud department did not catch this, they just returned the fraudulent items with no investigation until I initiated it. There were other smaller fake transactions, deposits and withdrawals, which occurred earlier during the month of XX/XX/XXXX which should have alerted the fraud department that something was wrong. I disputed those transactions also.

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