Consumer complaint received 2024-04-01
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: REGIONS FINANCIAL CORPORATION (FL)

XX/XX/2024 RE : XXXX XXXX card transaction dispute Claim Number XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Complaint Regarding Mishandling of Dispute and Refusal to Issue Provisional Credit by XXXX XXXX  To Whom It May Concern, I, XXXX XXXX XXXX XXXX XXXX. am writing to formally file a complaint against XXXX XXXX  for their failure to appropriately handle a dispute regarding unauthorized charges and their refusal to issue a provisional credit while the dispute is being resolved. This situation pertains to charges resulting from a hotel reservation cancellation at XXXX by XXXX XXXX XXXX and an erroneous security deposit charge. My complaint is grounded in the protections provided by the Electronic Fund Transfer Act ( EFTA ) and pertains to electronic fund transfers that were incorrectly processed and disputed. 

XXXX. Summary of the Dispute : On XX/XX/2024, I made a reservation with Baymont by XXXX XXXX XXXX for the nights of XX/XX/XXXX and XXXX, XXXX Despite assurances from hotel staff that the reservation would be canceled without any charges, my account was later charged a total of {$XXXX}, including a {$XXXX} security deposit. Efforts to resolve this issue directly with the hotel indicated a commitment to refund, which has yet to be honored. 

XXXX. XXXX XXXXXXXX XXXX and Refusal to Issue Provisional Credit : Upon noticing the charges, I immediately contacted Regions Bank to dispute them, clarifying that the dispute was due to services not rendered and an unwarranted security deposit, not fraud. However, the dispute was incorrectly filed under fraud by the bank manager. When I attempted to rectify this error and request the dispute be processed under the correct EFTA provisions for unauthorized charges, not only did XXXX XXXX XXXXefuse to correct the dispute classification, but they also declined to issue a provisional credit during the resolution process, contrary to customary practice and consumer protection expectations. 

3. Attempts to Resolve : Multiple attempts have been made to communicate the correct nature of my dispute to XXXX XXXX  and to request the necessary adjustments and provisional credit. Despite providing ample evidence and clarification, my efforts have been met with resistance and procedural inaction. 

4. Desired Resolution : I am seeking the CFPBs intervention to ensure XXXX XXXX : a. Re-evaluates and correctly classifies the dispute under the EFTA as unauthorized charges, not fraud. 
b. Issues a refund of the {$XXXX0} charge, in accordance with the EFTA guidelines. 
Issues the provisional credit that was unjustly denied during the dispute resolution process. 

Relevant documents, including evidence of the cancellation retrieved from XXXX XXXX 's customer rewards account and the unsigned guest registration form that was provided to me by a hotel employee at the time of cancellation have already been provided to XXXX XXXX at XXXX, as requested by XXXX. 

Your prompt attention to and resolution of this complaint would be greatly appreciated. I look forward to the CFPBs support in rectifying this situation. 

Sincerely, XXXX XXXX XXXX, XXXX. 
XXXX  XXXX XXXX XXXX