Consumer complaint received 2024-11-06 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: FL

Complaint narrative:
On XX/XX/year>, I received a text message on my cell phone that a transfer ( {$950.00} ) had been completed by XXXX XXXX  to a person named XXXX  ( who I do not know, and did not make the transfer ) ; Attachment XXXX Soon after, I tried to access my XXXX  account and received information about a DATA LEAK ; Attachment XXXX I accessed my REGIONS BANK app and noticed that the transaction was pending and they had used my REGIONS Bank debit card information for this transfer. I then called customer service and spoke to the Regions Bank fraud department ( XX/XX/XXXX, XXXX XXXX  ). I was informed that I should go to a bank branch on XXXX, after the transaction was completed, because since it was pending there would be nothing to do ; Attachment XXXX I then ( XX/XX/XXXX XXXX ) logged into XXXX XXXX XXXX customer service chat where I spoke to XXXX XXXX XXXX about what had happened, she referred me to XXXX XXXX from the fraud department who advised me that my account should be cancelled, that the transaction would not be completed and the money would be returned to my account ; Attachment 4 As per the guidance received during the call with Regions Bank customer service, I scheduled an in-person appointment for FRAUD CLAIMS ( XX/XX/XXXX, XXXX XXXX  ) ; Attachment XXXX On XXXX, XX/XX/XXXX, I went to the bank branch and spoke to XXXX XXXX XXXX ( XXXX XXXX XXXX ). I had already blocked my card online. She advised me to cancel it and issued a new debit card. However, the transaction was still pending and she asked me to speak to her as soon as the transaction was completed ; On XXXX, XX/XX/XXXX, the transaction was completed, so I sent an email to XXXX XXXX XXXX, but I had already made the claim online ( Claim ID XXXX ), days ago I received by mail a negative from the bank ; On XX/XX/XXXX at XXXX XXXX  I called XXXX XXXX  again, asking about the return of my money. I spoke to XXXX XXXX, who asked me for several pieces of information. Using my debit card number she was able to find the transaction to the account of a woman named XXXX XXXX. I told her that I didn't know this person and had not carried out this transaction. She said that since the transaction used my Regions Bank debit card, I should start a claim with the bank so that they could return the money. I asked them to send me the recording of the call. She told me that this was property of XXXX XXXX  so she couldn't send it to me ; Attachment XXXX On XX/XX/XXXX I sent a fax with all documents to Regions Bank to show the evidences that I had not authorized this transaction, I never got a response to that ; fax receipt attached On XX/XX/XXXX I opened a claim in CFPB requesting Remitly - claim XXXX On XX/XX/XXXX I went to Regions Bank branch , spoke with XXXX XXXX XXXX he took all documents and opened a new claim On XX/XX/XXXX I received the Remotely response ( attached ), I sent this response by email to XXXX XXXX, but I never got response ;

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 monetary relief