Consumer complaint received 2026-07-01 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: IN

Complaint narrative:
On XX/XX/year> an unauthorized transaction took place at a XXXX XXXX at XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, IN. Regions Bank denied our claim of fraud, claiming a " chip and PIN '' were present. On the date in question, I drove from my home to a local XXXX XXXX 's drive-thru for dinner. At the drive-through, my card left my line of sight when I paid for my purchase. I then proceed to my job where I work third shift. That evening I tried to use my debit card to make a purchase. It didn't work. I called my wife to have her check our account. That's when we found a pending charge at the XXXX for {$300.00} dollars. My wife froze my card and I immediately called the number on the back of my card to report the theft. The next day, XX/XX/year>, I visited the only open Regions branch in my area. There they confiscated and destroyed my debit card. They did not provide me with a receipt or paper trail that I had my card in my possesion before surrendering it. After a week 's time, I went to our closest bank branch to find out about my fraud claim. It was denied. That same day we also received the denial letter dated XX/XX/year>. Both my wife and I tried to escalate the claim with Regions frontline fraud department. I was told that even if I escalated this to their manager I'd get the same response. This was on the XX/XX/XXXX. On XX/XX/year> I called to request the documents of reliance used to make their determination. I was told " there are no documents ''. In response to the denial, my wife and I drafted a letter to Regions Bank 's Office of the Chief, Consumer Escalations. We stated that they are in violation of Regulation E and demanded the documentation including electronic logs, merchant security footage, system data, and timestamps used to make their determination.I further demanded a manual review of the case. I also demanded they reverse their denial and credit my account the {$300.00} that was taken. I added my XXXX XXXX Timeline showing my movements on XX/XX/year>, the police report I filed, a screenshot of my timecard ( my employer uses a mobile app for most transactions ), and screen shots of maps that show the distances from my home to the XXXX XXXX, my drive to work from the XXXX XXXX 's, and the distance from my job to the XXXX XXXX. There is no way that I would be able to drive the XXXX minutes to the XXXX and XXXX minutes back to my work and be clocked in on time. Regions Bank does not provide timestamps nor locations on its statements. The only reason we know the location of the transaction is that my wife, while the transaction was pending, took the merchant name and numbers and googled it. We have tried in good faith to resolve provide everything necessary to refute this denial. When we first called, we were told the reason " chip and PIN present was why they denied our claim. We were also told that thieves couldn't copy the chip, which is wrong information as skimming and shimming are absolutely something thieves do to steal information.

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 non-monetary relief