Consumer complaint received 2019-01-21
Company: REGIONS FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My daughter has a student checking account with Regions Bank, which my name is on. I also have a joint checking and savings account with my husband at Regions as well. Back on XX/XX/2018, my daughter 's account information was hacked ( account number, personal information, pin number, etc ). A mobile check deposit try to happen on her account for the amount {$2600.00}. On XX/XX/2018, someone went to XXXX and started a XXXX for the amount of {$2400.00} using her account information and identity to sign. According to the manangers at XXXX, the person came back in 30 minutes later, canceledthe XXXX and got a refund in cash for the amount processed. Now, ... my daughter lost her debit card on XX/XX/2018. She did wait a couple of days because she took that time to backtrack and search for her card, which she did not find. On XX/XX/2018, she called Regions Bank and reported her card lost/stolen at which time the bank representative informed her of the transactions that occured on her account and that her account was in the negative {$2600.00}. SHe was advised to go to a local Regions Bank branch to file a claim in person. On XX/XX/2018, my daughter went to Regions Bank and filed a claim against the disputed charges and account activity. 

Two weeks passed and nothing came to inform her of the process or outcome of the claim. We recieved a collection notice in the mail on XX/XX/2018 ( which is when I first found out what had happened and what was going on ). I called Regions Bank to ask about the outstanding balance and was informed that they were trying to collect a debt and the the claim was closed stating that my daughter was at fault for the said charges and activity she disputed. We were then informed to file a police report to submit to the bank for further review. 

The next day, XX/XX/2018 my husbandand I discovered that his direct deposit into our account was taken by the bank ( {$1500.00} ) and only {$2.00} remained in our checking account, along with them taking {$28.00} from our savings account and leaving only {$2.00} in there as well. The reason, ... the money taken ( which was my husband 's paycheck ) was to cover the negative balance in my daughter 's account, and that I need to set up payment arrangements for the remaining balance {$970.00}. Our XXXX money was taken, ... groceries, bills, etc. It was this day that we found out from a bank representative that the place the transaction occured was at our local XXXX ( the XXXX ). The representative also checked the signature on the mobile check deposit and compared it to my daughter 's signature and confirmed that it did not match. We went to XXXX and they gathered all the information from the XXXX and turned it in to thier Loss and Prevention Department and said that an officer or detective would have to come and collect the evidence but that it was together and would be waiting. They also confirmed that the signature on the XXXX did not match my daughter 's signature. 

On XX/XX/2018 my daughter and I went to a different Regions Bank branch ( Customer servies at the previous location was very rude ) and wanted to open a second claim over the disputed charges and account activity. They attched the police report to the first claim ( that was already closed ). Regions Bank still has yet to contact the police department to verify any evidence that XXXX had, or even read the police report and is still demading that I pay the negative balance on my daughter 's account. 

All information points to fraud/identity theft and the bank isn't budging. They say that since her pin number was used for the XXXX transaction, that it is her fault, period. SO now, we are still fighting the bank, trying to recover our money that they have taken ( remind you that there is a balance of {$720.00} that I refuse to pay ) and are seeking a lawyer or legal advise to take this to court. We have called several times over the last XXXX weeks and keep getting the run around, or " let me connect you to a different department, '' because no one can see the information or comment on anything. 

Regions Bank is the worst, ... they don't care about doing the right thing or your money.

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