Consumer complaint received 2021-07-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: REGIONS FINANCIAL CORPORATION
State: GA

Complaint narrative:
On XX/XX/2021 and XX/XX/2021, I was charged {$4000.00} and {$9300.00} respectively by XXXX XXXX XXXX, a hotel in the XXXX XXXX. Those charges are representative of my cost to host a wedding for ~40 guests on XX/XX/2021. 

In addition to damaging my wedding dress before the wedding and forcing me to stay in a molded/mildewed room with rusty water, the hotel did not provide all of the services they were supposed to and many of the services they did provide were incorrect. I tried for several days after the wedding to resolve the issue with the hotel while I was onsite to no avail. The XXXX of the hotel, XXXX XXXX, advised me that my concerns were above his head and I would need to speak with XXXX XXXX of the corporate office. He offered to send XXXX an email on my behalf and I agreed. I also asked him to give me her email address so that I could follow up once I was back home. 

On XX/XX/2021, I sent an email to XXXX detailing all of my issues and concerns and received a generic email back that offered me a free stay at any XXXX property. I declined the stay and again requested a portion of my money back. As of today, I am still awaiting a response back from the hotel. 

On XX/XX/2021. I contacted my bank and told them about the damaged dress, wrong wedding colors, wrong food, wrong flowers and they advised me to open a dispute, which I did. 

The dispute was initially denied stating I never submitted documentation. I immediately contacted the branch manager, XXXX XXXX who said she'd submitted all the documentation and would look into it. XXXX called back and said she would have XXXX resubmit the forms. After two ( 2 ) weeks, I called Reg

ions Customer Fraud and was told nothing had been submitted. I then asked for an email where I submitted documentation including photo s. After a few weeks, I was issued provisional credit for the charges. On today, I received a letter from Regions indicating the credit was being reversed because the merchant provided documentation showing that they provided the services. I told her the issue wasn't them not providing services, they did provide some services, but much of what they provided was wrong AND they damaged a custom gown that can not be repaired AND discard my parents ashes. The representative told me that there was nothing to be done as the dispute form submitted stated I " did not receive services '' and should have stated I was " dissatisfied with services I receive. '' I told her that is not my fault as the branch manager completed the form incorrectly. She told me there was nothing more that could be done. I asked her to escalate this to her manager and she said she would put in a callback for someone to call me in 48-72 hours.
After disconnecting with her, I called the branch where my claim was filed and the new manager told me I was interrupting her lunch break and that in her opinion this sounds like a civil matter. I told her that they filed the dispute wrong and now I'm being told nothing can be done. She told me she would discuss it with her Area Manager, XXXX XXXX when he came to her branch and see what he had to say about it and give me a call back.

At this point, I am losing all the way around : No wedding dress to pass down, parents ashes discarded in the trash, no photos/videos, and no money.

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