Consumer complaint received 2025-12-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: REGIONS FINANCIAL CORPORATION
State: LA

Complaint narrative:
On XX/XX/year> my online banking account was hacked. 
Hackers moved {$6600.00} from my husband 's business account to our joint account, then transferred XXXX XXXXXXXX {$2500.00} into my business account and withdrew a total of {$12000.00} from my business account. 
Transferring funds from a personal account to a business account is NOT POSSIBLE IN ANY CAPACITY via online banking with regions. 
These funds being transferred should have been flagged. Movement of this amount is not a normal behavior among my accounts. This too should have raised concern on regions end and it should have not been allowed as IT IS IMPOSSIBLE TO DO SO. I know because I have had to write personal checks in order to put personal funds into my business account.

I stressed this multiple times.

I went into the branch and filed multiple claims with the local branch. I was then told it needed to be one claim vs a claim for each transaction that was fraudulent vs the initial claim process that was told by the fraud department. My claim also states I gave my information to a " XXXX stand '' which I did not nor did I provide this name to ANYONE I spoke to ONE fraudline banker name XXXX at the branch on speaker phone and he informed the local branch to file each claim. He also seemed very confused on how to properly process my claim as did EVERY representative we spoke to that day. We were transferred several times. 
I attempted to reach the fraud department countless times for information and was denied at each and every attempt. 
I also requested any and ALL documentation and communication with the fraud department by both the local branch manager and her supervisor several times without success. I was denied each time. I know there is a file folder full of my claim information at the local branch because I saw it each time I went in. Which is more than 7 times. On multiple occasions there were customers also making fraud claims while I was in the branch. 
My husband attempted to make a claim for his business account and was denied doing so by the local branch manager.

I requested a point of contact for who was handling my case and was told time and time again that was not possible. I requested an affidavit of forgery per the detective I filed my police report with and was also denied this by the branch manager. 
ALL of my online banking has been locked and inaccessible since. My regions card payment was late due to the fact that all of my money was gone, and my accounts were in the middle of disputes. They turned me over to the credit bureaus for a 30day late payment when ALL of this would have been avoided if regions had the proper protections in place for their customers. This is not the first time we have had major fraud on our regions bank accounts. We have both had to open new business checking accounts due to fraud with online banking. After 20+ years of banking with regions between my husband and I, you would expect a quality of service that is up to standards with today 's day and age. Speaking to anyone other than the local branch manager was denied to me at every turn. I even requested her supervisors, supervisor information and was denied that as well. 
The local branch bankers did their best to assist however they can't even speak to the fraud department other than email/support tickets so the context of fraud activites aren't even fully understood by the fraud department. I will never bank with regions again and I will be sure to pass the word to anyone who even considers it.

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