Consumer complaint received 2025-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: REGIONS FINANCIAL CORPORATION
State: TX

Complaint narrative:
Details of Complaint : I am filing this complaint regarding the closure of my Regions Bank account and the hold placed on my funds following an unintentional duplicate mobile check deposit. 

On Monday, XX/XX/2025, I deposited a check into my XXXX XXXX XXXX account. The deposit appeared to freeze or continuously load in the mobile app, so I believed it had not gone through. To be safe, I then deposited the same check into my Regions Bank account shortly after. Within about 30 minutes, I discovered that XXXX XXXX XXXXXXXX had, in fact, accepted and posted the deposit. 

I immediately called Regions Bank to report what had happened and explained that it was an honest duplicate deposit caused by a mobile app issue. The banker I spoke with said they would transfer me to a department that could assist, but that department was closed at the time. I then opened the Regions mobile app and chatted with a banker to report the issue again. During the chat, I specifically asked them to void or cancel the deposit and not process it since I now knew the check had already gone through with XXXX XXXX XXXXXXXX. Despite that, Regions chose to process the deposit anyway. 

The check was returned unpaid on Thursday, XX/XX/XXXX. On Saturday, XX/XX/XXXX, I tried to use my debit card and found it was not working. Shortly after, I received an email stating that my account had been closed, with no details or explanation provided. 

On Monday, XX/XX/XXXX, I called the Regions Fraud Department to follow up. The representative told me that my account had been closed due to the returned check, but also acknowledged that because I had reported the issue immediately and tried to stop the deposit, I could go to a local branch and fill out reinstatement paperwork. The agent said the bank could pull all call and chat logs to verify my report and reinstate my account so I could access the funds that were not associated with the check. 

That same day, I visited the XXXX, TX branch on XXXX XXXX and spoke with XXXX XXXX XXXX, who said he would submit my statement for review and request that the supporting call and chat records be pulled. He also stated that there was no reinstatement form, contrary to what the fraud department had said. I later emailed XXXX XXXX screenshots of my messages with the bank for documentation. 

On Tuesday, XX/XX/XXXX, XXXX XXXX called to inform me that Regions Bank was standing by its decision to close my account and would hold my funds for 3060 days. He also said the closure was noted as being due to check fraud. This is completely inaccurate. I reported the duplicate deposit immediately, provided full transparency, and explicitly asked Regions not to process it. I have documentation proving that I requested they void the deposit. 

There was no financial loss to Regions, no funds withdrawn, and no negative balance at any time. Regions decided to process the deposit despite my warning, and then penalized me for their own action. 

Since my account was closed, I have continued monitoring it through the Regions mobile app. My balance was {$83.00} on Monday morning, and {$74.00} this morning with no pending transactions. However, my balance has now unexpectedly dropped to {$49.00}, even though I have made no additional transactions or activity. This indicates that Regions is making deductions or adjustments without explanation. These funds are unrelated to the disputed check and should not be withheld or reduced. 

Please also note that I am a federal employee, and would never attempt to do any fraud and risk my reputation. 

Supporting Information : Duplicate deposit date : XX/XX/2025 Check returned unpaid : XX/XX/2025 Account access restricted : XX/XX/2025 Contact with XXXX Department : XX/XX/2025 Branch visit ( XXXX, TX XXXX XXXX ) : XX/XX/2025 Follow-up call from XXXX XXXX XXXX XXXX XX/XX/2025 Account ending in : XXXX This situation has caused unnecessary hardship and reputational damage, despite my good faith and cooperation. I respectfully request the CFPBs assistance in ensuring that Regions Bank corrects this matter promptly and fairly.

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