Consumer complaint received 2025-07-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX at XXXX I received a text message on my personal cell phone alerting me to a potential fraud transaction from my bank ( Regions Bank ). The exact message is as follows : " Purchase Alert REGIONS BANK Fraud. XXXX : Decline purchase for {$750.00} at XXXX  # XXXX in LA? Reply XXXX or XXXX. to opt out reply STOP. Msg & data rates may apply. '' I did not reply immediately. I did not click any link in the text message. I looked up the phone number for Regions Bank, XXXX ( the same number in the text message ) and called. I spoke with a Regions customer service agent who verified my account information by asking me to provide my account number or full social security number. I provided it. He verified there was no fraudulent activity on any of my accounts. I told him about the text and how I was confused by how to answer it. Do I type " Yes '' to decline? It seemed that I should, so I did type " Yes '' to decline. Upon sending the " yes '' response to the text I received a message stating : " Please begin the verification process via the secure link with your on the phone representative. https XXXX XXXX  '' The Regions representative indicated that was not necessary and I did not click the link. He asked if there was anything further and I supposed not and ended the call. 
Seven ( 7 ) minutes later I received a call from a toll free number, XXXX, a young man identified himself as a representative with Regions Fraud department. He knew the exact questions to ask to verify my account information, the exact same script from the phone call just a few minutes prior. I provided the information. He said he needed to walk me through some steps to put protections in place against potential fraud. He had me input a code on my phone that forwarded my phone calls to a number unknown to me ( XXXX ) XXXX. He indicated that the fraud was initiated online to the target store but it was stopped in time. He put me on hold several times while " helping ''. It is difficult for me to recall every aspect of the phone call but the hold times were long. It sounded very official and I could not differentiate between the real Regions customer service and the fraudulent " fraud dept ''. He was well-spoken, articulate, with no distinguishing accent in his speech. The phone interaction lasted approximately an hour. Upon ending the phone call, I had to get dinner for our family, clean up and handle household responsibilities. The interaction kept playing over in my head and I wondered if my online banking access was truly secure. I thought I should at least change my login password. I used my cell phone to login to the Regions banking app and discovered 2 unauthorized pending ACH transactions, one for {$27000.00} and the other for {$99000.00}. I searched through the " Contact Us '' pages on the app for phone numbers desperate to reach a person. The first number I found and called was XXXX at XXXX. I discovered later that this is the same number that had called me initially earlier in the evening. I tried two other numbers but received " after hours '' messages. I found the " message us '' button and sent a message trying to alert someone of the fraudulent activity pending in my account. The only thing I could request was to lock the online access and was advised to address the fraud transactions at the branch office the next morning. My husband, who is also on the account, went to the branch the following morning. The manager was able to log in and see the transactions, funds were transferred to another Regions account. While he was attempting to assess the situation and freeze accounts, the {$99000.00} was transferred out and that other account was closed within minutes. To the best of my understanding, the account with the {$27000.00} was closed and the funds were able to be transferred back into my account the following business day. We have been told that there is a claim number and the situation is being investigated, but are unable to get any real information regarding the investigation or when we may expect to receive funding for the claim. 
My husband and I have been in constant daily contact ( in person for hours ) at the branch office as well as following the various phone numbers we have been given for resolution. The various departments are constantly referring us to someone else, another phone number, another department, with no resolution. The cycle of department handoffs is endless. Hours upon hours wasted, rehashing the story, being passed again and again and again. The branch personnel wants to help but are subject to the same phone numbers and handoffs. We need help getting through this process and recouping our funds. 
It is still unclear to me if someone else accessed our account online through an online banking login. I never gave anyone my online banking credentials or PIN. There was not a " passcode '' set up on our accounts until a week after the fraud activity. I am not sure still how the fraudulent transactions were initiated. All I know now is that the money is gone and Regions Bank does not seem to have a process in place to answer questions, resolve issues and refund fraudulently diverted funds after the theft has been reported. 
A police report was filed on XX/XX/year> with the XXXX XXXX XXXX XXXX XXXX, case number XXXX.

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