Consumer complaint received 2026-03-12 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: REGIONS FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/year>, fraudulent transactions were charged to my card in varying amounts, draining my account completely. Upon noticing these charges, I immediately contacted XXXX to XXXX my card. I learned that the charges were made by the retailer XXXX. I was informed that I could not file a dispute until the charges were posted, so I filed my dispute on XX/XX/year>. On XX/XX/year>, XXXX from the fraud department emailed me from XXXX, stating that I had a history with this merchant and that I needed to contact them to request a refund. However, I do not use XXXX and have no history with it. I provided this information along with my complete Comdata transaction history from the day my account was created up to that point, clearly showing I had never interacted with that merchant. I also filed a police report on XX/XX/year> with my local police department and provided the case number to the dispute department. Since XX/XX/year>, I have called more than XXXX times to request updates about my dispute, and I sent emails to the dispute department on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, asking for updates. On XX/XX/year>, a customer service representative informed me on a call that my dispute was approved on XX/XX/year>, but they could not provide any information about when a credit would be issued. At that point, the representative followed up with the dispute department internally. When I called again on XX/XX/year>, another representative submitted a second follow-up inquiry and told me that the dispute department was not responding to internal inquiries either. On XX/XX/year>, I requested to speak to a supervisor, but after being placed on hold, the representative disconnected the call. Since XX/XX/year>, I have not received any updates or follow-up correspondence from the dispute department regarding this matter. All information I have received has come through customer service, which has been unable to assist me further. I have read the cardholder agreement regarding refunds, disputes ( line XXXX ), losses, errors, and questions ( line XXXX ). However, the procedures outlined in the agreement for handling disputes have not been followed in my case. I did not receive a credit for the funds after the promised XXXX business days, nor was I notified of the decision within the required XXXX business days. Instead, I had to call multiple times to obtain any information, and the responses I received did not come from the dispute department. At this point, this financial institution is refusing to refund my money for unauthorized transactions. There seems to be no safeguards in place to prevent unauthorized withdrawals from XXXX cards, and there is no recourse once they occur. I have also experienced a second unauthorized transaction on my replacement card, and I am now waiting for my third replacement card in the span of XXXX months. The transactions are occurring from locations on the other side of the world in the middle of the night, and I fear that either this financial institution or someone within it is responsible for compromising my information. I have not encountered this issue with any other bank, and they have refused to properly address the problem by crediting the funds back to my account. Institution : Fintwist/ComData Customer Service Dept XXXX XXXX Dispute Dept : XXXX or fax XXXX Date of Disputed Transactions : XX/XX/year> Amounts of Disputed Transactions : {$360.00} and {$14.00} Case Numbers : XXXX and 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 monetary relief