Consumer complaint received 2022-06-24
Company: REGIONS FINANCIAL CORPORATION
State: MS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, around the hours of XXXX XXXX cst. I made a deposit of {$1200.00} into the atm machine at the Regions Bank located at XXXX XXXX XXXX XXXX, XXXX XXXX. I used the ATM located closest to the Post Office. Upon making my deposit, the ATM machine miscounted my funds. Instead of calculating {$1200.00}, it calculated somewhere around {$1300.00} dollars. It gave me the option to submit or cancel the transaction. I attempted to cancel the transaction to recount my funds. Upon doing that the ATM malfunctioned and did not give me the option to retrieve my funds. Nor did it give me any kind of receipt. It did return my debit card. Since it was so late in the evening and the bank lobby was either closed or getting ready to close I called Regions customer support ( XXXX ) at approximately XXXX and opened a case and was told that they would investigate it. Regions did credit the money back into my account a few days later. I thought that the investigation was finished. On Thursday, XX/XX/XXXX, I received an email stating that they have finished their investigation and decided that they would debit the {$1200.00} out of my account on or before XX/XX/XXXX. The email also stated that Regions would send me a letter in the mail with more details of their findings. On XX/XX/XXXX, I received the letter from regions, but the only thing that it is telling me is that they could not find my funds. On XX/XX/XXXX, I decided to go to the Regions branch located at XXXX XXXX XXXX to see if they could give me more info on their findings and also inform them on the letter and email that I had received. I explained to ( XXXX XXXX ) on the entire situation and she said that she would email ATM services to ensure that they did a thorough investigation. She also said that she would reopen my case in hopes that they wont debit my account for the {$1200.00} on XX/XX/XXXX. I didnt receive a claim number during this meeting. On XX/XX/XXXX, at around XXXX. I did decide to call Regions customer service ( XXXX ) to see if they had any updates. The rep told me that he is not showing that my case has been reopened and that I need to go back to my branch asap. He also told me to ensure that I do receive some type of confirmation or case number. On XX/XX/XXXX, I went back to Regions main branch and talked to XXXX XXXX again and she said that she had reached out to someone at card services and is waiting to hear back from them. She did tell me that someone did email her back and showed her that the ATM balanced out. She also told me that she should know something on my case by Friday XX/XX/XXXX. Later that evening, I went to talk to ( XXXX XXXX ) at the other XXXX location and he pulled up my info on the computer. He said that it does show that the ATM did malfunction. He also told me to check back with him on XX/XX/XXXX. I checked back with XXXX on XX/XX/XXXX and he said that he hasnt heard anything. Once leaving to talk to him, I went to the main branch and talked to ( XXXX XXXX ), which is the branch manager at that location. I explained everything to her and she filed a complaint on my behalf. She also told me to check back with her on XX/XX/XXXX. I checked back with her and she told me that the ATM was not over or under for that time period. I did find a couple of numbers for corporate and left a couple of messages, but no one has returned my calls as of yet.

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