Consumer complaint received 2019-12-20
Company: REGIONS FINANCIAL CORPORATION
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I received a fraud alert text message from Regions @ XXXX XXXX  on XX/XX/XXXX. I ignored it thinking that it was a scam or just junk text messages because I get a number of those a day talking about money and I've been approved for this or that. I went to the store later that evening and tried using my card but it was not working. I revisited the text message assuming something went wrong with a transaction I did earlier that day in which I ADDED money to my bank account FROM XXXX XXXX it was for {$400.00} but at that time I'm thinking it was for {$500.00}. Thinking nothing of it and confused I reply " yes '' to the text message @ XXXX XXXX so my card can start back working. At XXXX XXXX  I realized my mistake and I realized this was a for a {$500.00} debit FROM my account from an unrecognized XXXX, I replied " no '' and immediately got on the phone with a Regions Fraud representative who told me I could not do anything until the charge stopped pending. It stopped pending on XX/XX/XXXX and I contacted Regions Fraud dept again and filed a claim. They advised it would take 5-10 business days tor review the claim. In the meantime I contacted XXXX XXXX customer service hoping they would be able to assist. Through multiple email correspondence they tell me they don't see the transaction anywhere in my XXXX XXXX transaction history and to send proof in which I do. And from there I waited on a response. On XX/XX/XXXX I contact Region 's Fraud Dept. again to check the status of my claim and I am told that the claim was denied due to my " credentials '' being used for the transaction. I'm livid. For one my XXXX XXXX   required Face ID to authorize transactions and for two that shouldn't be a factor when cc can be scanned in addition to fraud happening everyday where people SS # #, DOB and names are used without their consent to commit fraud. On XX/XX/XXXX Regions escalated my claim because of course I'm upset and I want the {$500.00} plus overdraft fees refunded back to me. I'm told that I will receive a new claim number and email which I found out later was inaccurate information. On XX/XX/XXXX I get in contact with XXXX from XXXX XXXX on the phone still hoping that it's something they can do. After about a 20 min conversation and a series of questions regarding my use of XXXX he says that there is no HISTORY of the transaction in their system at all. He also mentions that he has never seen this before and just from the looks of the proof I sent in the transaction from this XXXX is totally unusual. XXXX sent me an email stating there is no transaction in their system for a debit of {$500.00} from XXXX. On XX/XX/XXXX I get an email from XXXX from Region 's Solutions Center for my Ticket XXXX with the following message : We've been researching your Solutions Center Ticket and have identified new information we need to complete your request. Please contact us at XXXX at your earliest convenience so we can update the information to complete your request. So I contact this number and in a nutshell I'm told I can email any supporting documentation I have back to that email. I forward the email message from XXXX at XXXX XXXX stating that there is no history of the {$500.00} charge anywhere in their system. I also sent it as a screenshot and sent a screenshot of my XXXX XXXX transaction history which does NOT have this charge from XXXX. I figured this was all the support that they need to see that this was fraud. On this same day I am also advised by the Regions Solutions agent that there is a phone number showing in the details of the transaction XXXX. I contact that number and it's for XXXX XXXX. I never had an account with them and could not even get in contact with anyone because I am not a customer of them. So I XXXX the number and low and behold there are numerous discussion boards that include this phone number and XXXX  and XXXX  transactions linked to fraud. I contacted the Solutions Center again today, XX/XX/XXXX, to check on the claim and I'm told that it was again denied because they sent the fraud text message and I responded " yes '' to it. I politely explained that I also responded " no '' and was on the phone with the Fraud department in less than 10 mins from the minute I mistakenly said " yes '' assuming it was for a totally different transaction. It was a mistake in which I corrected. So here we are, 8 days later, I've submitted proof that this transaction under the name of XXXX is not a true XXXX transaction. I've explained over and over and over that this transaction was not me. I've gone over and beyond, contacting the bank multiple times, contacting XXXX multiple times even though it's not even their issue, and I have not gotten refunded for nearly {$700.00} this fraudulent charge has caused. My water got cut off due to a returned check fee. I have no money and XXXX kids and XXXX coming up. Had a son that turned XXXX on XX/XX/XXXX and he got 1, ONE, gift from me. So furious is an understatement for what I am feeling right now. Furious and ignored. There is literally no more proof I can send to Regions. I have nothing. And I figured a email from XXXX themselves saying " hey, this isn't a XXXX transaction '' would suffice but no. Now Regions has a zero liability for their Check Card Personal Visa cards, in the exact words of their website " Zero Liability policy does not apply if you have been grossly negligent in handling your card or account ''. Now, I have yet to receive any supporting details or documentations to say that I was negligent in handling my card or account ... I certainly wasn't ... but here I am being held liable for this fraudulent {$500.00} charge. Even if I do no get refunded, which it has become apparent I'm not, I wanted as many people as possible aware of Regions and how they choose to handle fraudulent activity and especially their total disregard for myself and representatives from XXXX XXXX advising that this charge is not a true XXXX   transaction. There is a total lack of understanding, listening, and empathy from them. I mistakenly responded " yes '' to the fraud text message and in 7 minutes I was on the phone with the fraud department pleading my case and explaining this was indeed fraud and yet and still Regions says you don't get your {$500.00} back or the associated overdraft fees. And who cares about you or your XXXX kids and all the heartache and suffering this has caused. I want consumers at Regions aware of how they handle fraud and how they have a total disregard for the support and proof of fraud you send in and a complete disregard for me explaining over and over it wasn't me or anyone I authorized and my first response to the fraud alert was a confused mistake that I was on the phone fixing with Region 's fraud department in less than 10 mins but they don't give a XXXX.And it seems that it doesn't matter how many times I try to appeal or escalate Regions is just going to keep coming back with different reasons I can't get refunded so I am only empowered by making as many people aware of this as possible.

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