Consumer complaint received 2026-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am filing this complaint against Regions Bank for failing to properly investigate a billing error under the Fair Credit Billing Act ( FCBA ). 

I disputed a charge of {$99.00} from XXXX because the item was not delivered as described and the merchant refused to facilitate a return or refund. Regions Bank initially provided a credit, but reversed it 30 days later citing " Proof of Delivery '' from the merchant. 

I have been a customer with this bank for 27 years, yet the bank has refused to look past a simple tracking number to see that the merchant failed to fulfill the order. The bank is accepting " Delivered '' as a blanket excuse for fraud and merchant error. Furthermore, I have found that as a member of a multicultural community where English is not always the first language for many, the banks policies are being used to avoid doing a deep investigation. 

The bank has violated the FCBA by : Failing to conduct a " reasonable investigation '' by ignoring my claim that the item was incorrect/refused for return. 

Siding with a merchant despite evidence of a failed delivery of the specific goods ordered. 

I want Regions Bank to permanently restore the {$99.00} credit to my account and provide a formal apology for their lack of due diligence regarding a long-term loyal customer. 

Additional Important Information : On Friday, XX/XX/year>, I contacted the XXXX XXXX Branch ( XXXX XXXX XXXX XXXX XXXX ) to address a reversed dispute of {$99.00} involving an incorrect XXXX delivery. I have been a loyal customer of this institution for 27 years. 

I was connected to a banker named XXXX due to the tellers couldnt address the issue for it required a bank branch manager at a desk. I explained that while XXXX provided a 'Delivered ' status, the item received was a Women 's size XXXX shoe instead of the size XXXX ordered, and the merchant refused a return. XXXX initially dismissed my claim, stating it 'was n't fraud ' because I authorized the charge. I clarified that under the Fair Credit Billing Act, this is a 'Billing Error/Item Not as Described ' and the bank is required to investigate. 

XXXX agreed to help but placed me on an indefinite hold to assist an in-person customer and never returned to the line. I called back and he answered state he placed me on hold. Despite my follow-up emails and my clear instructions that I work for XXXX XXXX XXXX XXXX XXXX requesting a callback before or between the window of XXXXXXXX XXXX XXXX XXXX  and after XXXX XXXX please leave a message letting me know he placed or attempted to resubmit the claim ), I received zero response. This branch prioritized foot traffic over a 27-year customer and failed to provide the 'reasonable and thorough ' investigation mandated by federal law. XXXX told me this wasn't fraud. He is wrong. Under the Fair Credit Billing Act, a bank is required to investigate when a merchant sends the wrong size and refuses a return. I have been here 27 years, and I work for XXXX XXXX XXXX XXXX. I am a reliable member of this community, and I am handing you physical proof that XXXXXXXX XXXX warehouse failed. I expect you to stand by me, not the merchant.

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