Consumer complaint received 2025-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: REGIONS FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am writing to file a formal complaint regarding my experience with Regions Bank and their handling of a serious case of check fraud and unauthorized transactions on my checking account. 

On XX/XX/XXXX, I discovered two unauthorized checks and multiple fraudulent ACH transactions from one of my Regions checking accounts. I have two accounts with the bank, so I immediately took action by transferring all available funds into the other account and reporting my debit card as stolen. Unfortunately, since this occurred after hours, I was unable to speak with anyone directly and used the online customer service chat to report the fraudulent activity and begin a dispute. 

During this interaction, I explained that I suspected the theft stemmed from a checkbook stolen during a professional cleaning service I scheduled in XX/XX/XXXX. This was the only time anyone had entered my residence, and shortly after, checks began appearing in unauthorized transactions. I was displaced at the time due to hurricane-related flooding and had temporarily relocated from Florida to Virginia. My partner and I made that move permanent on XX/XX/XXXX. 

The next morning, I called the bank and was transferred to the fraud department. After passing security, I was asked to bring my partner onto the call since his name had been forged on the checks. We complied, and he electronically signed the form Regions emailed us to initiate the forged check dispute. 

However, shortly afterward, I noticed that the bank had reversed my initial protective transfermoving the money back into the compromised accountand then locked it down, leaving me without access to my own funds. I attempted to reverse the transfer again, but the system would not allow it. 

On XX/XX/XXXX, I called customer service again and was told that the hold was placed at the branch level and only the original branch in Florida could remove it. When I called the branch, I was told no action could be taken unless I physically appeared in personsomething I clearly could not do as I now live in Virginia. Despite explaining that I rely on these funds to pay for medication, food, and essential bills, I was told there was nothing they could do and to call the fraud department again. 

That call ended with me in tears. I was asked repeatedly whether I had a good relationship with the branch, as if only favored customers were entitled to basic access to their money. A supervisor echoed the same sentimentthat nothing could be done unless the branch approved it. 

I was ultimately told that the only way to retrieve my funds was to submit a notarized letter and a copy of my ID by mail, which I did using the last of my available funds. I was not given a timeline for resolution and remain completely without access to my own money. 

I am on XXXX due to chronic illness and require daily medication for XXXX and XXXX. Because of this situation, Ive been unable to refill prescriptions or purchase food or gas. My bills are going unpaid, and I am accruing late fees. My credit is now at risk of long-term harm due to circumstances entirely out of my control. 

I believe Regions Bank has : - Mishandled the reporting and response process to confirmed fraudulent activity - Denied me timely access to my own funds after verifying account compromise - Possibly violated consumer protection and equal access laws by conditioning service on personal relationships with branch employees- Failed to make reasonable accommodations for my relocation and XXXX status I have documentation, including chat transcripts, email communication, notarized letters, and ongoing access to the account showing the frozen funds. I am requesting that the CFPB investigate this matter and require Regions Bank to immediately release my funds and provide a full explanation for the delays, decisions, and treatment I have received. 

Thank you for your attention to this matter.

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