Consumer complaint received 2025-05-26 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
b"**To:** Regions Bank\n**Office of Customer Satisfaction**\n**250 Riverchase Parkway East**\n**Birmingham, AL 35244**\n\n**Subject:** Formal Complaint  Duplicate Payment to XXXX XXXX  and Lack of Response\n\nDear Regions Bank,\n\nMy name is *XXXX XXXX XXXX, account holder, and I am writing to formally express my frustration and disappointment regarding your institution's handling of a duplicate payment issue and your complete lack of follow-up or response to my previous correspondence.\n\nOn **April 11, 2025**, I submitted a formal written request by physical mail to your headquarters address, clearly outlining the duplicate payments made in **December 2022** to XXXX XXXX** relating to condominium fees. One of these payments was processed automatically from my Regions account, while the second was made manually after I was misinformed that the first had failed.\n\nThe intention of my letter was to request a **remittance tracking report** or similar documentation detailing the flow of these payments, including whether any amount was returned, reversed, or forwarded back to the origin. This request was entirely reasonable and fell within my rights as a consumer under **Federal Regulation E (12 CFR 1005.11)** and the **Fair Credit Billing Act (FCBA)**.\n\nTo date, **I have received no response.** Not by mail, not by email, not by phone. Nothing. This silence is not only unprofessional, it is deeply disrespectful.\n\nFurthermore, during my original attempt to resolve the issue via your **online support chat**, the representative was evasive and ultimately failed to address my request. I was told I would receive the documentation by mail  instead, I received two generic letters merely stating that the payments were made to XXXX XXXX, which was already visible on my account statement. No trace information, no refund history, no routing details  nothing that actually addresses the core issue.\n\nI also attempted to open a dispute for the duplicated transaction. I was made to wait excessively before being told that the request could not be handled online or over the phone, and that I must go to a branch in person. Considering that I work full-time during regular business hours and reside in the United States far from the branch I used originally, this is an unrealistic and unreasonable expectation.\n\n### My Requests Remain:\n\n1. A **full remittance trace** or any record showing how the duplicate payment was processed;\n2. Clarification on whether a return or reversal was ever initiated by XXXX XXXX;\n3. The immediate opening of a **dispute case** regarding the duplicate transaction, handled remotely as per federal consumer access standards;\n4. A written explanation as to why my original letter  sent in good faith  was completely ignored.\n\nI am saddened and frankly disappointed that a bank of your scale fails to provide basic courtesy to its clients. I urge you to address this issue promptly and restore the trust that this lack of response has severely eroded.\n\nI am formally disputing the duplicate charge under my rights as a consumer pursuant to the **Fair Credit Billing Act (15 U.S.C.  16661666j)** and request that the bank comply with its obligations to investigate, document, and respond within the prescribed timeline. Failure to do so may result in escalation to supervisory authorities.\n\nYou may contact me at *XXXX]XXXX)**, which is the preferred method of communication. I am also available by phone at **XXXX XXXX XXXX XXXX  provided that the time is arranged in advance so I may step away from my professional duties.\n\nSincerely,\n**XXXX XXXX XXXXn XXXX XXXX XXXX XXXX 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