Consumer complaint received 2025-08-25 00:00:00
Product: Prepaid card — Payroll card
Issue: Unexpected or other fees — 
Company: REGIONS FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am filing this complaint against Comdata/Fintwist , the payment processor used for XXXX  XXXX XXXX XXXX Their system for accessing funds is intentionally designed to create friction and generate unnecessary fees. 

First, the process of setting up direct deposit to a bank account is needlessly complicated. Customers are told to download the mobile app, only to later be told they must switch to a computer and use a separate web portal. Representatives give contradictory instructions : XXXX told me I had to use the app, another later admitted I could have enrolled directly through my phones browser. After completing full verification, including card number of and date of birth, cardholders are subjected to a mandatory XXXX hold before they can move their own funds. I was told specifically that it is 10 days, not sooner, not later, which shows this is not a fraud-prevention delay but an arbitrary policy barrier. Even once direct deposit is set up, funds must first load onto the Comdata card before being transferred out, forcing cardholders to use the card and incur fees. 

The automated phone system is also obstructive. It requires full entry of the card number and birthdate before connecting to a representative, and if the information is not entered, the system disconnects the call. The system forces callers to wait through long, unnecessary recordings, and if information is entered too quickly, it rejects the entry and restarts the entire process. Once connected, representatives ask for the same information again, showing that this is not about security but about creating friction. 

Customer service agents themselves make the problem worse. They frequently interrupt, refuse to allow callers to finish questions, and provide inconsistent information. When I asked for the legal or compliance departments contact in order to submit a formal complaint, I was told they were not allowed to provide it. That refusal is unacceptable and appears to be an intentional attempt to prevent escalation. I did send formal complaints by email to Comdatas legal and compliance departments on [ insert dates ], but I received no acknowledgment or response. Their failure to respond to documented complaints demonstrates bad faith and left me with no choice but to escalate to regulators. 

Most concerning, I have documented proof that Comdata is taking hidden fees from my transactions. On XX/XX/year>, I made a purchase totaling {$15.00}, as shown on my store receipt. Comdatas own text alert also confirms the authorized amount was {$15.00}. However, my available balance decreased by {$15.00}, meaning Comdata deducted an additional {$0.00} from my account that was not part of the transaction and does not appear on the merchant receipt. This fee was not disclosed in my cardholder paperwork. Merchants are prohibited by law and card network rules from imposing surcharges on debit transactions, and prepaid card issuers must clearly disclose all fees. This hidden fee is evidence of an unfair and deceptive practice.

In summary, Comdata/Fintwist is engaging in a systemic pattern of unfair and deceptive practices : Forcing cardholders through unnecessary steps and holds to discourage direct deposit.

Designing an obstructive automated phone system that prevents access to customer service.

Providing inconsistent, misleading information through poorly trained representatives.

Refusing to provide proper channels for formal complaints.

Deducting hidden, undisclosed fees from consumer transactions.

These practices disproportionately harm financially vulnerable consumers, including plasma donors who rely on these funds for basic living expenses. I request that the CFPB investigate Comdata/Fintwist, require them to disclose all fees transparently, and ensure consumers are allowed timely, fair access to their own funds without being trapped in a system designed to generate unnecessary charges.

I encourage you to try and reach out to them by phone. You will see the level of difficulty it is to not only get a hold of a person, but to get them to answer a general question without them speaking over you or constantly interrupting you.

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