Consumer complaint received 2022-01-21
Company: REGIONS FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
XXXX XXXX XX/XX/2021 XXXX XXXX XXXX XXXX, # XXXX ATM was used to check the card balance charging {$3.00} ATM fee. Then withdrew {$500.00}. Then another card balance charging another {$3.00} ATM fee. Then withdrew {$46.00}. Immediately called ComData ( XXXX XXXX payroll card provided to me by my former employer. ) I am located in XXXX XXXX and was home when I got the text alert at XXXX XXXX. I was on the phone and reached a live agent. I reported my card lost/stolen less than 10 minutes later to find out what was going on. I talked to XXXX who did not help me. I stayed on the phone for hours to reach someone. Kept getting hung up on. I spoke to a supervisor finally at XXXXXXXX XXXX. A replacement card was ordered but never came. I was assured that she would be on the case and that she would personally be reaching out and following up with a call to me. XXXX never did. In these incidents the card holder is required to report fraud w/in 30-60 days. They told me to call back after the transaction posted and that would take approximately 7 days XX/XX/XXXX. Which I did and they said that the fraud case had been submitted. Nothing else to report but be on the look out for an email from the fraud department which never came. I called on XX/XX/XXXX to check status of the case and not one agent or supervisor said they had any access to the case. I had to call again on XX/XX/XXXX to check on the replacement card which was re-requested and came a full month later on XX/XX/XXXX. which clearly was not the 7-10 business days that they had promised. Still again speaking to several agents and supervisors who never followed up with a call back as they promised. Called on the XXXX which was the XXXX day of the investigation which should have resolved but still no information to share. Called XX/XX/XXXX to be told that an email was sent of the resolution of the case on XX/XX/XXXX which were never rec 'd in any inbox, spam, trash, junk file in my email. Call disconnected no one called back. Called in next agent said that the email was sent on XX/XX/XXXX again nothing. Agents can only repeat that they have no access or direct contact to fraud department to be able to assist with continued resolution. Spoke to supervisor XXXX who took another email address and promised that she would follow up with a courtesy call back to make sure email is rec 'd. Also advised that we contact the fraud depart and provide them with proof that it wasn't me making these transactions. Why wouldn't a fraud agent contact me to do complete investigation and resolve. I've only taken cash from and ATM in XXXX. I mostly do POS transactions. I spent the holiday season waiting patiently for no resolution, no customer service, and Why does it take 28 days for a replacement debit card.. this has been the worst experience I have EVER experienced with a so called professional card company.

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