Consumer complaint received 2025-03-28 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: TN

Complaint narrative:
On XX/XX/year> I received a text message ( looking exactly like ones I have received before ) from " Regions '' asking me if I had authorized a transaction in the amount of {$570.00} at a XXXX XXXX in XXXX NC using my debit card. The text came from XXXX. When I responded NO to the text I immediately received a phone call from a gentleman that said his name was XXXX XXXX with Regions Bank. He said that my debit card was now locked and a new one would be sent to me and I should receive it in 2-3 business days ( I have received calls just like this in the past from Regions ). He had all of my information, never asked me for user name or passwords or any personal information, he already had it. He proceeded to tell me that not only was my debit card ending in XXXX compromised but so was my account ending in XXXX. He went through the last few transactions made on my account to confirm I had made them ( again, he had all of my information ). He asked me if I had attempted a cash app transaction in the amount of {$3700.00}, when I said no he said he was going to put a lock on my account also. At that time I tried to log in to my account online to see what was going on and what everything looked like and I could not get in. My password wasn't working. He said it was because he had locked my account and I would have to reset everything after the issues were resolved. He told me that not only was someone attempting to withdraw the {$3700.00} but they had also transferred my entire balance in my savings account ending in XXXX ( {$2500.00} ) to my checking account ending in XXXX resulting in the attempt to cash app and withdraw my entire balance. It was at this point my fear of losing absolutely everything consumed me. He went on to tell me that this was happening to a number of Regions customers and it was believed that an employee at a local branch was releasing customer information and the FBI was investigating. What I knew at that time was that someone had gained access to my accounts and information and was in the process of taking everything from me. He told me that because it was believed to come from within the bank the only way I could prevent the withdrawal of my funds is to withdraw them myself, and that Regions had affiliated with XXXX XXXX bank so their customers could deposit their funds in an account that would still be a Regions account but not disclosing their personal information further to anyone at Regions to open another account. Please keep in mind I am scared to death of losing everything and the FBI is involved and I had to do everything I could to keep my money. He told me to go to a Regions branch and withdraw my money so I received a cashiers check in the amount of {$3500.00} that was then cashed and I received that amount in cash. I then went to XXXX XXXX ( XXXX XXXX XXXX XXXX Tn XXXX ) and deposited {$3500.00} into the ATM using a " temporary debit card '' ( not to give my personal information to anyone, Regions was setting everything up for me and the funds would be in my new Regions account which is why it was a temporary debit card ). When the transaction was complete I was told to delete the card information because it would no longer be activated, only a one time transaction. I would receive all of my new account information and deposit information with my balance via email within an hour or so and my new debit card in the mail. I was scared and crying and thankful that I was able to save my money. When I didn't receive the email by the time I left work I had a sick feeling in the pit of my stomach. When I got home I was telling my daughter everything and the feeling I had and she suggested I call Regions, so I did and it was the conversation with them that confirmed I had been hacked, scammed and motivated by a fear I had never felt before to basically help this person do exactly what I was afraid of ... take everything I have. I became an emotional wreck, was physically ill and so angry! Angry that someone would do this to another person but even more angry that I fell for it. This person hacked into my account, had all of my information, contacted me and made me scared and feel threatened in more ways than just losing my money ( I am a single mom and whoever had my information now had my address, personal information and access to me and my family ). He played on that fear to such a level that everything he said and the language that he used and the information he had made me believe everything he said to me and I truly felt like I was doing the right thing for me and my family and our future. I thought I was filing a claim with Regions when I went through everything on the phone but when I got to the bank the next morning I was told a claim had not been filed. I went through all of the information again with the banker, set up new accounts and I was told a ticket was opened and I would receive further information from the fraud department. A couple of days went by and I had not heard anything I called Regions again to get an update. Went through the all the information again because I was told there was no claim filed. They told me that because it was a cashiers check I had to file the claim inside a local branch so I went back to the bank and started all over to file a claim. While I was there I was told that a ticket had been opened and the banker was emailing with supervisors or someone while I was sitting there and they said that because it was a cashiers check that had already been cashed and I did it there was nothing they could do for me. I stated my case further because even though I received a cashiers check for {$3500.00} the amount that was taken out of my account was {$3800.00} ( which I could now see because I have access to my account online again ) and was finally told they would investigate. Monday I was told they came to the same conclusion and there was nothing they were going to do for me or to help me, said they were sorry and have a nice day! I did file a police report but feel like because everyone sees it as fraud happens all the time no one is willing to do anything about it or try to find the people responsible. I have lost everything and regardless of my actions, I did what anyone gripped with that much fear would do. I was taken complete advantage of and the security I thought I had in a financial institution to help me protect my money has proven to be fake. I may have withdrew my funds ( thinking I was doing the right thing and was being instructed by my bank for my best interest ) my account information was hacked and accessed before I ever answered the telephone that day. I am hurt, angry, sad, mad, upset, frustrated, emotionally drained, scared and now I have nothing financially to take care of my family and pay my bills. All I want is my money back that was taken from me in such a horrifying and demoralizing way. Instead of the bank being helpful, understanding, supportive and cover my losses ( which is what I thought the FDIC insurance the bank displays on everything and is covered by ) they were judgemental and dismissive. Just a quick no, sorry we can't help you, have a nice day. All I am asking for is to get my {$3800.00} back so that I can provide for my family! Please Help!

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