Consumer complaint received 2025-11-17 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:
Background : A couple of months ago, as a student, I opened a new bank account with Regions Bank ( XXXX, XXXX  ) and deposited my hard-earned savings of {$2000.00} ( approximately XXXX ). 
Within XXXX days of opening the account ( between XX/XX/XXXX and XXXX ), there was an unauthorized transaction on my debit card a {$1500.00} jewelry purchase on XX/XX/XXXX in XXXX. 
To clarify, I live in XXXX and on that date, I was physically present at work in XXXX. I have submitted proof of my location to the bank, along with a police report filed with the XXXX Police Department. 

XXXX XXXX : The debit card was printed and handed to me directly at the bank branch ( not mailed ). 
The fraudulent purchase occurred hundreds of miles away in XXXX  a location I have never traveled to during that time. 
I immediately reported the transaction and requested the card to be blocked. 
Despite this, the bank has denied my fraud claim XXXX times. 

Major Issues with the Banks Response : XXXX Misinterpretation of Facts : When the bank asked if I still had the debit card, I said yes because that was the truth. 
However, they used this statement to claim that I authorized the transaction myself. 
It is impossible for me to be in XXXX and XXXX simultaneously, and I have provided supporting proof. 

XXXX Lack of Investigation and Transparency : I requested the transaction timestamps and merchant details so that I could contact the jewelry store directly and obtain XXXX footage. 
The bank refused to provide these details or conduct a proper investigation. 

When I personally contacted the merchant, XXXX XXXX XXXX, they confirmed they had no record of any transaction under my card details. 
I even have a voice recording from the store XXXX stating that no such purchase occurred at their location. 

XXXX False Authorized Transaction Claim : The transaction was reportedly made through tap & pay using a digital wallet ( XXXX  XXXX XXXX ). 
I have never added my debit card to any digital wallet nor shared my card information with anyone. 
Despite multiple requests, the bank has refused to disclose : Which device was used, When or how the card was added to a wallet, Any technical or merchant details related to the transaction. 

XXXX Lack of Support for Additional Evidence : I have also requested the details of smaller transactions ( XXXX XXXXXXXX, XXXX ) to trace store locations using ZIP codes from transaction remarks. However, the bank has refused to share exact merchant addresses, which prevents me from gathering further proof. 

What I Am Requesting : I am innocent and have done everything possible to prove my case. 
I have : Submitted an official police report, Provided proof of location showing I was in XXXX during the transaction, Recorded merchant confirmation that the transaction did not occur at their XXXX XXXX XXXX XXXX XXXX store. 

Still, the bank has failed to take appropriate action or return my funds. 

As a student, losing {$2000.00}, my entire savings, is devastating. I am requesting the XXXX  urgent assistance to review this case, compel Regions Bank to properly investigate, and ensure that I am refunded for the unauthorized transaction. 

Thank you for your time, understanding, and support. 
I am happy to provide any further documents, recordings, or evidence as needed.

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