Consumer complaint received 2019-09-01
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:
On Saturday, XX/XX/2019, I ( regretfully ) put a {$3200.00} deposit down for, what XXXX XXXX XXXX XXXX XXXX told me, was rats. The total for the services was estimated by them to be XXXX. ( They had originally told me it was to be {$12000.00} ). On XX/XX/2019, I asked him to refund my deposit because I would not be able to afford the whole service as I am a XXXX and don't get paid in the summer and have XXXX daughter in XXXX whose tuition was due. Also, at that point, I was beginning to question the amount he was charging me for rat removal. I had a gut feeling he would not refund my deposit although no where on the estimate or invoice were terms of agreement or a no refund policy, nor had I signed anything.The owner of XXXX XXXX XXXX responded to my text and said he had already purchased the materials for my job. I went to Regions Bank, which is where my credit card is from to file a dispute and gave them the information so they could submit it from their branch. I then had another company come out to give me a second opinion. I realize this is not the order in which I should have approached this situation, but when I was told I had hundreds of rats in my attic and the fume of their XXXX can make us sick, I acted out of panic. XXXX XXXX XXXX XXXXXXXX came out, took one look at the entry point of what was getting into our attic, and their type of XXXX, and concluded that we have BATS, NOT RATS, that there was NO WAY rats could get into the opening he saw on our eve. Bats are protected until XX/XX/XXXX and it is a Federal Offense to disturb them in anyway during their window of protection. XXXX XXXX XXXX XXXX XXXX would have violated that had they continued with the " Rat Removal ''. I then went back to Regions to add a fraud complaint to my dispute information. After the 30 days of my dispute ( XXXX XXXX ) Regions did credit me the money from XXXX XXXX XXXX XXXX XXXX. Friday, XX/XX/2019, They reversed that credit BACK TO THE MERCHANT. The only way I know the credit was reversed, is because I check my accounts daily, they had not given me any written notice or verbal notice prior to taking my money. One week after the reversal, I received information in the mail from Regions. The evidence that the merchant provided them was not evidence he had EVER given to me. The merchant had given them a " No Refund '' statement on a piece of paper and told them I declined to read the terms and agreement, both of which I was never even provided with from him. I did a little research about rights of credit card holders and acquired some knowledge about the law under the Fair Credit Billing Act and the Federal Trade Commission and know that I have the right to my money back. Regions Credit Card is now giving me the " RUNAROUND ''. The supervisor of the claims and dispute division was not even responding to me until I basically threatened to stop ALL of my banking services from Regions. She said she would be investigating more and is sending it to corporate office, but still can not give me my money back at this point. I am appalled that Regions would be so careless and accept false information from a company instead of protecting their customer who has a long history of banking with them. I am also questioning how much research they actually practice before making their decisions and who makes these decisions? I am also questioning XXXX XXXX XXXX XXXX XXXX as, in hindsight, am not sure if they have a business license, insurance, or tax i.d..And, does it truly cost over {$6000.00} to remove rats?! I will be reporting XXXX XXXX XXXX XXXX XXXX to the FWC and XXXX XXXX XXXX. This has been a nightmare for me and has affected me physically as well as taken time out of my teaching day to try to resolve this issue. The minimum hold time to speak with someone in the dispute department at Regions Credit Card is over 30 minutes. I have called three times and it has gotten me NO WHERE!

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