Consumer complaint received 2026-01-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: REGIONS FINANCIAL CORPORATION
State: AL

Complaint narrative:
I am submitting this complaint regarding a missing XXXX transfer and the way my inquiry was handled by Regions Bank on XX/XX/year>. 

On XX/XX/year>, I initiated an instant transfer from XXXX in the amount of {$410.00} to my Regions debit card ending in XXXX. At no point did this transaction appear in my account activity, either as pending or posted. I also did not receive the usual transaction alert that typically accompanies XXXX transfers. 

Because the transaction was not visible anywhere in my account history, I contacted Regions for clarification. During this interaction, I was assisted by XXXX XXXX He repeatedly stated that the funds were in the account and reflected in the balance. However, he did not explain why the transaction itself was not visible, nor how I could verify it.

Throughout the conversation, I made it clear that my concern was not the balance amount, but the absence of any transaction record. Despite this, I was repeatedly told that the balance included the funds, without any explanation of how or why the transaction was not visible in my activity history.

At one point, XXXX stated that he had been telling me the same thing for XXXX minutes. This was frustrating because the issue was not a misunderstanding on my part. The problem was that I had not been informed that Regions limits the number of pending transactions displayed or that pending transactions may affect the available balance without appearing in the transaction history. That information had not been provided at any point prior to escalation.

Only after I requested a supervisor was I connected with XXXX, who explained that Regions limits how many pending transactions are shown online and that pending transactions may not appear in the activity list, particularly on weekends or holidays. This explanation immediately clarified the situation and resolved the confusion. Had this been explained earlier, the issue would not have escalated.

The concern was never that funds were missing, but that I had no visibility into the transaction and no way to independently verify it. The lack of transparency, inconsistent explanations, and delayed clarification caused unnecessary confusion and wasted time.

I am requesting : Written confirmation that all transactions affecting my account are properly recorded and will appear once posted.

Confirmation that no transactions are missing or at risk of being lost.

Clear clarification of Regions policy regarding pending transactions that do not appear in account activity. 

Review of how this interaction was handled, particularly the lack of explanation prior to escalation. 

I am not seeking compensation. I am requesting clarity, transparency, and assurance that my account activity is accurate and that similar situations will not occur in the future.

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