Consumer complaint received 2022-06-14
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
From XXXX XXXX XXXX I have maintained an average balance in my Regions checking account of $ XXXX {$7000.00}. In XXXX and XXXX of 2022 I was the victim of multiple home burglaries ( in addition to identity and auto theft. ) Beginning in XX/XX/2022 following the first robbery, I noticed a series of suspicious transactions and ATM withdrawals on my account. I immediately went to the bank to report the fraud, but the bank told me nothing could be done because I did not have my ID and my ID had been stolen during the robbery. I went to the police station directly thereafter and they said they had to come to my residence to " dust for prints. '' I had locked my debit card during this time on online banking. The identity of the person who committed the robbery was shortly uncovered without police involvement ; he was a prior acquaintance of someone I knew. This said person was able to find the individual and recover my ID. However, this was on a Friday and the bank was closed. The banker at the Regions location I had gone to gave me the number of the fraud department, but when I tried to call they said they could only be reached during normal banking hours. Because I had locked my debit card I thought my money was secure. But when I logged in again later that weekend just to be sure, I discovered my card had been somehow unlocked and a significant amount of funds had gone missing. I changed the login details to my account and locked my card again, but the bank was closed and there was no one at Regions available to call. I needed access to my money, so I had to occasionally log in and unlock the card, but it seemed as though the fraud continued. I went to the bank as soon as possible to get a new card with my ID recovered, but even after that measure was taken my account was eventually drained of over {$5000.00} ( all the money to my name. ) I had made fraud reports with the initial card linked to the account and more fraud reports after getting the new card. I believe the card was cloned and the person who cloned it either cloned the second one after one of the following robberies, and/or had access to my online credentials. The fraudulent charges stayed the same with both cards. They included repeated ATM withdrawals usually $ XXXX ( sometimes multiple in a row ). Most of the other charges were to a specific bar/pool hall I have never been to, XXXX XXXX, XXXX XXXX XXXX XXXX, and multiple convenience stores and gas stations. Multiple police reports have been filed for the crimes committed against me by this individual, including the fraud and money theft. As of XX/XX/2022, Regions Bank has failed to restore any money from these fraudulent charges back into my account. I am missing over {$5000.00} that was stolen from me and Regions has done nothing to resolve the situation. I received a letter from Regions in XXXX stating that they can not recognize the charges as fraud because I filed a claim " too long after the charges were made. '' This is absolutely not true because I went to the bank immediately the next day and had to watch {$2000.00} get drained over a weekend where the bank was closed and no one was available to call. Regions Bank owes me thousands of dollars. The transactions can be proved as fraud because the individual should be visible on camera at most of the locations where the fraud took place.

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