Consumer complaint received 2017-10-10
Company: REGIONS FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
My husband and I visited XXXX XXXX at XXXX XXXX XXXX XXXX, in XXXX, TN. on Saturday, XXXX/XXXX/XXXX. We had a reservation to stay there from XXXX/XXXX/XXXX - XXXX/XXXX/XXXX. This location wont allow you to pay with cash unless you to take a smoking room. There is no option to pay with cash if you want a non-smoking room. You have to use a credit or debit card to get a non-smoking room. We are not smokers and we did n't want a stinky room so I used a debit card. We also informed the person who checked us in, XXXX XXXX, that we wanted no maid cleaning service for my room. We didnt want our privacy invaded. He then my husband that if the room was very dirty, a maid service cleaning fee would be charged to my card. So my husband and I went to the room and before unpacking anything, we first inspected the room. Then we inspected each bed. There were XXXX double beds. We were looking for signs of bed bugs and filth. The first bed had a XXXX XXXX stain on the sheet. The second bed had a stained pillow and when I pulled the sheet back, the mattress pad was dirty and had human hair all over it. My husband then used his camera phone and took pictures of the way we found the beds. We left the beds as they were and went down to the office to bring the XXXX, XXXX XXXX, back to the room. We did this due to the fear of them lying about the room and claiming we stained or messed up the beds with dirt and hair. We spent less than XXXX minutes inspecting the room. 

We went to inform XXXX that we had just checked the room and beds first before using it to let him know this is how I found the room. So as my husband was trying to show him the pictures, with an attitude, he refused to look at the pictures or pay attention to what my husband was saying. He immediately started repeatedly saying I will give you a refund and cancel it out. We had driven into XXXX from XXXX, TN where we reside and it would soon be night time. My husband asked him if this was his way of solving the problem as opposed to offering us a cleaner room or having someone change the bedding on both beds. He stated there were no more rooms available and no housekeepers to change the bedding. He told us to just get our things out of the room and our refund would be ready when we came back. When we returned for the cancelled room and refund, XXXX tried to deceive us by giving us a printed out receipt that was blank other than showing a check in date of XXXX and check out date of XXXX. These were the dates we had reserved the room for. There were no monetary amounts on the receipt and no mention of a cancellation. My husband and I argued with XXXX who pretended to not understand what the problem was with the receipt so we explained what the problem was. He then printed out a XXXX receipt, but the only difference was that he changed the check out date to XXXX. Mind you, it was still XXXX/XXXX/XXXX and only XXXX minutes after we had initially arrived at the hotel. We demanded he give us a valid receipt stating the correct dates, time and stating it was a cancellation and not due to any fault of our own, but due to the beds not being clean. He then grabbed the XXXX receipt he had printed out, still with the incorrect date and other information, and wrote cancelled at the bottom. He did this, but did not sign it. Again, being deceitful. He wanted to make it appear that we had stayed in the room overnight as opposed to only being at the hotel for XXXX minutes. Just long enough to check in, check the room, and then return due to the cleanliness issues. He kept insisting that we werent reading the receipt correctly and to give it a few days and we would see the charges fall off. We left upset and very concerned about what might end up being charged to my check card. 

On XXXX/XXXX/XXXX, I noticed a pending charge of {$240.00}. I didnt report the issue at that time because XXXX had lied and told us that it would drop off. It changed, but the change was in the form of a credit of {$150.00} and this was on the same day as far as what I am able to see in my XXXX account online. So he didnt credit back the entire amount, but instead, kept {$94.00} as a charge for a full 1 day stay. He created a whole new receipt that was emailed to my husband which stated we checked out of the hotel on XXXX/XXXX/XXXX at XXXX. We never stayed at this hotel. We drove back home to XXXX immediately after leaving XXXX minutes after our arrival there. I called Regions Bank to report this and file a fraud claim. I provided all the information to a representative who typed up my complaint as I was communicating it to her. She also stated that due to this being a fraud claim, my check card would have to be cancelled immediately because the XXXX would probably still have access to my number and information. It was cancelled and a new card issued out to me. The representative emailed me the complaint form which I had to sign and fax back to the department that handles fraud claims. The form she emailed me didnt show all the information I had told her about, but instead it appeared to be cut off after a few lines. I assumed that just meant only a certain amount of characters could be seen through the emailing process. I printed out the shady receipts I had received from the XXXX XXXX XXXX XXXX XXXX and made notes on each of them. I also supplied other information I had found online to make them aware that this wasnt the first time XXXX had stolen from customers and fraudulently used their credit cards stealing money from them. 

I was told that it would take XXXX days to investigate this. On XXXX/XXXX/XXXX, I sent a message to Regions through my online account asking for an update and a representative replied back to tell me that my claim was denied. I have attached the determination letter I received from Regions. I found it particularly interesting that it was dated XXXX which was a Sunday and only XXXX business days after I submitted my complaint. I was told they would be doing a thorough investigation into this matter, but I dont believe that was the case. Also, the determination letter appears to be stating that there is nothing to dispute due to the fact that the merchant provided XXXX credits to my account. What they fail to address is the fact that he kept {$94.00}, when in fact, he had no right to keep any of my money and the full {$240.00} should have been refunded/credited back to my account. I would appreciate any assistance you can offer in this matter. I am attaching every document I have that is related to this dispute including all documents I faxed to Regions Bank.

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 monetary relief