Consumer complaint received 2018-07-31
Company: REGIONS FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My name is XXXX XXXX and I'm emailing you in regards to my personal checking account. I recently had an issue with fraud on my account. I reported it to the fraud department. They sent me an affidavit or summary of the charges I reported. The same week I faxed them a copy of my hospital discharged papers showing that I had XXXX and stayed in the hospital during the timeframe the charges occurred. Before Regions could even do a proper investigation, the department had denied my claim and refuse to return my hard earned money. Im not sure what more information I can provide them to show that I shouldnt be held responsible. What more information do they want from me? Do I have to send pictures of my XXXX from my XXXX? Do I have to get witness statements from the nurses and doctors at the hospital or do you want witness from my family the watch me lay in the same bed for a week. I didnt have possession of my card. In the letter Regions sent, it stated that the transaction were verified with my credentials. In previous years, I went through identity fraud and my ID card, social security card and other information was compromised. My pin for my account was the date of my birthday and with all the scammers out there it must have been a way they figured it out. I even offered to provide the identity theft police report copy from police department when I receive it in the mail but instead the claim was denied before I could even do it. That shows me that it wasnt a proper investigation. Its very frustrating that I have to worry about recovering from my health issues and that bank thats suppose to protect me isnt. Im asking that you appeal this decision and actually take the time to investigate before loss an account. Im highly upset because the claim was ill investigated and it's not fair how they just denied it for no reason. I went through all the steps to help the bank to solve the problem and you guys didn't even take the time to properly protect me as a consumer. I sent proof showing I wasnt able to make the transaction I filed the police report like they Regions ask me to. Now Regions want me to wait until the police detective try to Identify the person and evidence. Telling me how are the sure that I didnt authorized a person to make transactions. Because I DID NOT AUTHORIZE ANYONE TO USE MY CARD AND I DID NOT GIVE ANYONE MY PIN NUMBER. The fact Im catching more heat over this than the actual theft is mind-boggling me.The police officer told me even if they are lucky to get the video surveillance, it could take months for this matter to be handled. I have bills and other obligations to handle with MY MONEY. I feel as though, if numerous big transactions are made as a bank, Regions should have blocked my card and contacted me to verify that these transactions were mine. I have seen plenty of other banks do block cards and their fraud department verified by text or call, so why not Regions? Regions is sending me, the victim on a wild goose chase to get my money back and thats there job to insure my money is protected. They keep trying me, that cant get the video footage, they cant communicate with the other institutions involved, they cant investigate. Well what can Regions do?? I put my money in Regions bank because I trusted the bank to do their job, which is to protect my money. Instead I didnt get the help I deserve and scammed out of my money. I recommended my peers to start their bank accounts here, had I know how poorly Regions thought of their customers I would have never recommended them to trust Regions with their money. The next steps are that I report my situation to the federal reserve, fdic because something has to be done. Even if I have to use media and news outlets. I will receive fair treatment. 

Thank you, XXXX 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