Consumer complaint received 2016-12-31
Company: REGIONS FINANCIAL CORPORATION
State: TN
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
This is a formal complaint against Regions Financial Corporation in regards to an incident that occurred on XX/XX/2016. I have been a loyal Regions Bank customer for over twenty years. I am very disappointed that Regions chose to disregard my years of patronage as well as my financial security. I feel like I have been violated, not only by criminals, but also by Regions Banking personnel as well. On XX/XX/2016, at XXXX CST, I went to the Regions branch on XXXX XXXX in XXXX, TN to make an ATM withdrawal of {$40.00}. Upon completion of my transaction, I received my receipt and noticed that my balance was substantially less than what it should have been. There was {$16000.00} missing from my account balance. I immediately proceeded into the bank to inform banking personnel. I first informed a banking teller. I told her that something fraudulent had taken place on my account, because I just withdrew {$40.00} and my balance is showing a decrease of an additional unauthorized {$16000.00}. She asked me did I have my ID and the receipt, which I gave to her. Then she looked up the information in her computer and confirmed that there had been a transaction that decreased my balance by an additional {$16000.00}. I asked her did she know what happened, because I did not authorize the transaction. She then referred me to speak to a banking specialist because she did not have that information. So, I went and sat in that particular waiting area. After a couple of minutes, XXXX XXXX asked me if I needed any assistance. Once again, I informed banking personnel, XXXX, of fraudulent activity seeing that my account balance had decreased by {$16000.00} that I did not authorize. He responded with, " Oh my, let me see ''. So, he walked over to his desk and returned and said that another banking personnel, XXXX XXXX, would assist me because, and I quote, " I have already clocked out ''. He also stated, " XXXX XXXX is finishing up with another customer and should be with you shortly ''. I waited for another five minutes and XXXX came to assist me. After he took me to his workstation, I informed banking personnel, XXXX, again that fraudulent activity had occurred on my account. I told him that I just withdrew {$40.00}, and my balance showed a decrease of an additional {$16000.00}. He said let 's look at your account and see. After I gave him my information, he pulled up my account on his computer and asked me if I knew XXXX I informed him that is my mother. Upon reviewing my account, XXXX alleged that my mother authorized the transaction. I adamantly denied that neither my mother nor myself authorized the transaction. While discussing this concern with XXXX I did call my mom and she confirmed that she did not authorize any transaction of this amount ( {$16000.00} ). Even though both my mother and I stressed that this transaction was unauthorized by either of us, XXXX insisted that no fraudulent activity had occurred. XXXX then assured me that my money was fine. He said, and I quote, " You can go home and sleep in peace. Your money is not gone. It is simply in another account. '' He did not put any alerts or anything on my account, because he said it was fine. At that point, I trusted XXXX at his word, that everything was okay. As a result of this negligence from Regions banking personnel, XXXX, fraudulent activity continued to occur on my account the following day. On Friday, XX/XX/2016, I found out my account balance was missing an additional unauthorized {$21000.00}. It has been over three weeks since this fraudulent activity occurred, and I still have had no resolution, and no recovery of my funds. Regions Bank has made me feel as if I do n't matter nor does my financial relationship that I have established with them for over two decades. I am extremely dissatisfied, disheartened by the lack of sensitivity, urgency that Regions has shown in this matter.

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