Consumer complaint received 2015-09-21
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: REGIONS FINANCIAL CORPORATION (AL)

On XXXX or XX/XX/XXXX, my laptop became unresponsive and I was directed through a page on my screen to call a number for XXXX. This number directed me to a company called XXXX XXXX, who advised that they could diagnose my problems and remove any malware for {$490.00}. I was also told that they would remove XXXX and install XXXX for {$86.00}. As I had no reason to think they were dishonest, I authorized them to proceed and gave them my bank card number. That night, I was continuing to have problems. During another call to XXXX I advised that I was not satisfied with their service and advised that I withdrew my authorization for these charges. The next morning I contacted a local computer specialist, who advised that malware was indeed downloaded on my computer by XXXX. I paid him {$99.00} to remove all malware from my computer. 
On XX/XX/XXXX the charges did not appear as pending in my account detail register so I assumed they were not put through. The bank in question is Regions Bank. Its routing number is XXXX. The card in question ended in XXXX. 
The morning of XX/XX/XXXX the charges were shown as pending in my detail register. I went to the bank and explained what had happened, and that I did not want the charges to go through. I was advised by XXXX XXXX at the XXXX XXXX branch to complete a stop payment on each charge, at a cost of {$36.00} each. I asked him if I needed to take further action, and he said no. He said the charges would 'drop off ' my account. 
The next day the charges were still shown as pending, so I went back to the XXXX XXXX branch, where I spoke to XXXX XXXX. She told me that putting a stop payment on a debit card was useless, so she reversed the service charges. Instead, I was told I needed to cancel my debit card. So that was done. She advised that no further activity could be processed on that card number. 
On XX/XX/XXXX my bank statement that the charges of {$490.00} and {$86.00} had been put through on my bank card, ending in XXXX, which had been canceled a month previously. I went back to the bank and spoke with XXXX XXXX again. After calling the bank help desk, she informed me that what I should have done in XXXX was to submit a debit card dispute form. She was surprised to learn that canceling my debit card would not have prevented charges for being put through, as I was told. She said that merchants could put through a charge within 180 days, even on a canceled card. How did she not know that in XXXX? A debit card dispute form was submitted on XXXX. She told me that this was a formality, and that I would get something in writing in ten days. I asked her point blank if there was any chance these charges would not be credited and she said no. 
The next day I went to the XXXX XXXX to discuss the matter, as I was not satisfied with the responses I had received initially. I spoke with XXXX XXXX, and was assured the dispute would be taken care of. She also acknowledged that I had been scammed by XXXX. In addition, she apologized for the lack of proper handling of my problem by the personnel at XXXX XXXX. I contacted the branch twice by phone and was told I had a provisional credit pending. I called XXXX XXXX on Thursday, as per her request. She did not return my call. On XX/XX/XXXX I received a letter from Regions stating that no evidence of fraud was found, and the charges would stand. 
At no time was I told by bank personnel that I needed to take further action with XXXX, other than my phone call on XX/XX/XXXX. I have since been advised that a dispute claim should have been filed in XXXX, which I realized the charges had been put through. I am being penalized for getting erroneous information XXXX from bank personnel. Had a fraud dispute been completed in XXXX, all of this could have been avoided.