Consumer complaint received 01/29/2018 about Checking or savings account (Checking account) with REGIONS FINANCIAL CORPORATION (GA).
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint: Dear CFPB, A series of errors and disrespectful representatives has resulted in a loss of funds and a late fee for my rent. 

It started with my Now Card which was compromised. I called and had the card closed and replaced. There were 3 fraudulent transactions on it. I later would find out that for some unknown reasons the three transactions were split and sent to 2 different reps. One fraudulent transaction was approved. The day I received the replacement Now card, I also received a letter saying 2 of the 3 transactions were not approved with the erroneous excuse being that my card was not compromised. 

Later 2 reps, one a supervisor said themselves that was crazy and it should not have happened.

I called them back XX/XX/XXXX. The rep said it would be expedited and done by the next day. 

I called back XX/XX/XXXX to learn he had lied and had not processed it. The rep that day said it would be rushed and finished by Tues XX/XX/XXXX. I had been expecting it by XX/XX/XXXX in order to avoid a late fee on my rent ; and believing them I was stuck in a bad situation. 

On Thursday XX/XX/XXXX I called again. It had still not been done. I first spoke to a rep who sent me to a Solutions Dept. The supervisor there assured me it would be fixed this time and that it had already been approved after being on hold for 20 minutes and it would be back in my account within 2 hours. I called back about 3 hours later and spoke to another solutions dept rep. She informed me it had never been approved and that XXXX from before had lied. She then passed me to the department that is supposed to deal with card services. The card services rep did not want to get me to a supervisor and told me the manager was in a meeting. She assured me the manager would call me back that day. Come Friday XX/XX/XXXX I had not heard back. 

Friday XX/XX/XXXX I called back. I was sent back to solutions and then card services. The card services rep did not want to help me. After putting me on hold saying she was going to get me to management she simply put me back in the cue which took me back to the main numbers again. The next rep then did not want to help me and hung up on me. I then called back the main line, asked for a supervisor. That supervisor claimed to be sending me back to Card Services. After a long hold I was disconnected again. I called back again and got to Card Solutions Dept. A woman with a sassy attitude said she would finally get to me to a manager. After 30 minutes on hold, she hung up on me. 

I have still not received the refund of {$7.00} from the fraudulent XXXX transaction, {$30.00} from the fraudulent XXXX XXXX XXXX transaction and have lost {$50.00} in late fees due to the insane disrespect and refusal to get me to a manager or supervisor by the regions tech support staff. I demand that Regions pull the calls from XXXX in solutions and the card services dept with me, reimburse me for the 2 fraudulent transactions and compensate us with credit for the {$50.00} we lost only due to the games Regions shady phone reps were playing with us.

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