Consumer complaint received 2025-06-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: REGIONS FINANCIAL CORPORATION
State: GA

Complaint narrative:
To the Consumer Financial Protection Bureau XXXX : Supplemental Complaint Mishandled Dispute by Regions Bank XXXX : CFPB Complaint # XXXX Dear CFPB XXXX, This is a supplemental complaint in connection with my previously filed CFPB case, Complaint # XXXX, regarding Regions Banks mishandling of a dispute I submitted on XX/XX/year>, for a {$310.00} erroneous payment to XXXX XXXX. 

Please do not treat this as a duplicate, but instead add this to my original complaint, as it includes additional facts, ongoing concerns, and misconduct by a Regions Bank supervisor. 



Background Summary : On XX/XX/XXXX, XXXX XXXX confirmed I had a {$540.00} credit and advised me to request a refund through my bank. 
On XX/XX/XXXX, I filed a dispute with Regions. 
On XX/XX/XXXX at XXXX PM XXXX, I spoke with a rep named XXXX she said nothing about my claim missing information. 
That same evening, at XXXX PM, Regions denied my claim for insufficient information without contacting me or giving me the chance to respond. 
On XX/XX/XXXX, I spoke with another XXXX who told me they needed more information but didnt inform me that my claim had already been denied the day before. I sent documentation to XXXX that same day. 



Merchant Contact & Proof of Negligence : I contacted XXXX XXXX XXXX XXXX Department by email to confirm whether Regions reached out. 
XXXX responded in writing, stating that Regions Bank never contacted them at all to validate my dispute. 
This confirms that Regions denied my claim without ever contacting the merchant, even though I provided all relevant information and proof upfront. 



Dismissiveness by XXXX XXXX : I later spoke with XXXX, a supervisor in the XXXX Department, who said she would file a complaint on my behalf. However, she never asked me to restate or review my concerns, and never confirmed what would be included. I have no confidence that she documented my complaint accurately or thoroughly. 

When I asked to speak with her supervisor, XXXX told me she was the highest person I could speak to. I asked her why if she is a supervisor she couldnt answer a basic question about what the investigation department does. Her response was dismissive, evasive, and unhelpful. 

I specifically told XXXX that Regions investigation staff had full access to my account and should have easily seen that a refund had already been issued by the merchant ( The XXXX XXXX ). That refund should have stopped the chargeback but no one caught it, because no one checked properly. XXXX had no meaningful response, refused to escalate the matter, and repeated that there was no one above her to speak to which I do not believe is true. 



I respectfully request the CFPB to : XXXX. Link this supplemental complaint to CFPB Complaint # XXXX for a complete investigation. 
XXXX. XXXX Regions Bank to reopen and properly investigate my dispute, including contacting XXXX XXXX and reviewing their access logs to confirm what was ignored. 
XXXX. Require reversal of all charges caused by Regions negligence, including the {$100.00} dispute fee and all overdraft charges. 
XXXX. Demand a formal written apology and explanation for : Denying my dispute without notice, Failing to contact the merchant, Misleading information given on XX/XX/XXXX, The supervisors refusal to clarify or escalate, And the failure to catch the refund that was clearly visible on my account. 
XXXX. Initiate a XXXX review of Regions Banks XXXX XXXX, escalation training, and internal communication protocols, especially when a customer has already provided documentation and the bank has full visibility into the account activity. 



Thank you for your time and dedication to protecting consumers. I request that this submission be added in full to my original complaint so CFPB has a complete view of what has occurred. 

Sincerely, XXXX XXXX XXXX

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