Consumer complaint received 2025-07-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: REGIONS FINANCIAL CORPORATION
State: TX

Complaint narrative:
I XXXX XXXX On XX/XX/XXXX In my XXXX account I transferred {$3300.00}, after XXXX took their fee a total of XXXX was transferred from XXXX to what I thought was my XXXX bank account but was actually sent to a closed Regions bank account that was closed in XXXX. I immediately contacted the cashapp support team and explained that my funds were sent to the wrong account rather than my XXXX bank account. XXXX XXXX team representative told me the funds were successfully sent to Regions bank account and that if I had any other questions to file a claim or go to the bank and ask them to search the retrieval number because Regions bank would be able to trace where the funds are. I went to Regions bank in person and they told me that any bank account that is closed and got money sent to it would be rejected and I would receive it within XXXX days. When I didnt receive the money back into my XXXX account, I reached back out to the support team again on XX/XX/XXXX and they told me the same thing as before saying I would have to open a claim again because the payment was successfully sent to Regions bank and they would have to start an investigation and stated that I would have to send in proof from the bank that the account was closed and no funds were received. So I contacted the bank and XXXX again trying to get proof from the bank and trying to see what else I can do on XXXX XXXX. I have been consistently calling and emailing and I've gotten told the same things every time. I've called them XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX and XX/XX/XXXX. XXXX XXXX refunded me the {$57.00} transaction fee that they charged me but I did not receive the {$3200.00} back because the XXXX XXXX representative said it was successfully sent to a bank account. The bank kept telling me they couldn't do anything with a closed bank account and I even sent proof on multiple occasions. To XXXX, showing the account was closed as of XXXX. Regions bank manager stated that they cant do anything with a retrieval number because it's not on their end and that the account was closed over XXXX  years ago and they have no record of funds being sent to them from XXXXXXXX XXXX. They saId this is a XXXXXXXX XXXX issue and stated that he will get on a call with cash app to explain it to them. When I told the XXXX XXXX  representative that Regions bank Manager stated he can speak to them to let them know, nothing was received. XXXXXXXX XXXX representative stated he is not allowed to do that. I have consistently been told by XXXX XXXX Rep that the bank can find the money with the retrieval number, send supporting documents from the bank, the funds were successfully sent, and my investigation and claim is closed. They keep telling me the same thing and I need my money back. They are making it very hard because I never received my money back and after sending in proof from Regions bank even with documents supporting my claims, XXXX kept closing my claim saying funds were successfully sent to Regions bank. Note : I sent XXXX supporting documents from Regions bank on XXXX XXXXand they still rejected my claim and told me that information was correct. I went back to the bank and got more information from the bank that that account was closed on XX/XX/XXXX and XXXX still rejected the claim. I dont know what else to do. Can you guys help me to retrieve my funds. I feel like XXXX is being fraudulent and stealing my funds and not doing what's right to properly investigate and receive my funds.

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