Consumer complaint received 2015-10-22
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Friday, XXXX XXXX, 2015, I realized that a deposit I previously made of {$18000.00} at Regions in XXXX XXXX, Florida never made it into my account. I phoned Regions and informed them of the missing funds. I spoke with XXXX. She too, said the monies were not in my account. She assured me she would research it and get back to me. She never did. I decided to drive over to the branch where I made the deposit with my deposit slip in hand. I met with a woman named XXXX XXXX who was unable to locate the monies in my account but researched while I was there but was unable to find anything. She made a copy of my deposit slip and told me they were going to research it and get back to me. Later that day, I received a call from XXXX XXXX informing me that they are coming up empty. XXXX, the branch supervisor got on the phone and explained that the deposit was reversed but she does not know why. In, what we now know, is the typical Regions fashion, they just pass the buck. XXXX said that on Monday the regional manager was going to take over and investigate the missing funds. In the meantime, my husband phoned Regions once on Friday the XXXX and twice on Saturday the XXXX. Both times he was assured someone would research it and return our call. Neither of the XXXX returned his call. He did however discover on his call that the teller that took my checks for deposit and provided me the deposit slip has since been terminated. At around XXXX on Monday the XXXX, I phoned XXXX XXXX to see where they were in the investigation. She informed me that they were no longer in a position to provide me any further information. Stunned, I demanded the name and number of the Regional Manager who was taking over the investigation. After being on hold for XXXX minutes, XXXX XXXX came back with the name XXXX XXXX and his cell phone number. At about XXXX on Monday the XXXX, I phoned XXXX. At that point, XXXX was not even aware of my missing funds. He told me he would research it and get back to me. XXXX did in fact get back to me and informed me that they needed more time and can not seem to locate my missing funds. That was the first and only time anyone at Regions has EVER returned my call. On Monday the XXXX, my husband also called XXXX.Regions and spoke with a woman named XXXX. She swore she would call us back after she investigated it. She never did. What she did tell us, however, is that no complaint was filed on Friday when I made the original complaint about the missing funds. She assured us she was taking care of the complaint.On Tuesday, I phoned Regions to determine what was going on with my monies. Again, I was told that they would research it and get back to me. Nothing. I also phoned XXXX to see the status. He informed me that he has no information for me and I should speak to his boss, XXXX XXXX, City President. I of course phoned XXXX immediately and left him a voicemail. My husband and I both noted our dissatisfaction with Regions through social media.We received a call from Regions and again promising they would get back to us. They did not. Today, XXXX XXXX, I receive a call from XXXX assistant. She informed me that XXXX was researching it and would have an answer for me by the end of the day. Of course no call was ever made. I phoned and left a message. No Response. So I yet again call Regions. I spoke with a supervisor named XXXX XXXX. XXXX also tells me she is shocked that no complaint was filed when I spoke with XXXX on Friday the XXXX. She informed me that no complaint was filed on Monday either when we spoke with XXXX, but not filed until late XXXX night. She claims she filed a Credit Request. We shall see. XXXX XXXX today said she will call tomorrow. We need help. Too much time is passing and we are very concerned that monies were stolen and they are trying to cover.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation