Consumer complaint received 2024-07-26 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: MS

Complaint narrative:
My wife and child were vacationing in XXXX XXXX, XX/XX/year> on day of departure she left the hotel by prepaid taxi ( all services Flights, hotel, taxi, and excursions were paid for through XXXX XXXX. ). She left the hotel at approximately XXXX pick up to the airport. Dropped off at XXXX XXXX counters. Used her debit card to pay for the baggage fee and went through customs to wait for the flight. Purchase bottle of water and a snack. 
Flight XXXX Boarded the Flight from XXXX to XXXX departing XXXX Arrived XXXX to XXXX. 
On Arrival at XXXX 's she turns her phone back on to find an email from Regions Bank questioning a charge and asked to verify if it was hers, she replayed no and calls the Regions Bank customer service to be told there was a charge of {$560.00} processed a few seconds before but they had stopped the payment on the other charge that had tried to be processed. She was told that she would have to go to her local branch and dispute the charge once it is processed through as they could not stop a pending charge. ( XX/XX/XXXX Saturday 2024 ) Monday ( XX/XX/XXXX ) She went in our Regions Bank Branch in XXXX XXXX XXXX sat down with the Branch Manager. The Branch Manager Started the claim report on all charged placed in our account as of XX/XX/XXXX except the charge my wife recognized. including the {$560.00}. She handed over her old debit card and a new one was ordered. 
The following week we received a letter stating that regions bank all charges applicable as the card was present at processing. HOW there where NO purchases or authorization from the time She left the hotel at XXXX except baggage fee and a water and snack at the airport. She sat on the aircraft with her debit card in her purse with her the whole time and was alerted of a Freud attempt which she said " NO '' to. The Bank only stopped the second attempt to charge over {$550.00} XXXX XXXX. CLIP XXXX process second-minutes behind the other ( email time stamp XXXXXXXX XXXX ( while she was at XXXX plus feet in the aircraft ) ). I have file for fraud on this charge now XXXX time and received a call from the Regions Bank, XXXX XXXX XXXX XXXX a XXXX XXXX XXXX XXXX from Regions Bank I was told that they and their fraud department senior manager find the charge to be real as the card was present at time of processing. I asked for all the transaction details, who made it, for what but was told that the information in the transaction code is all they have.. Which Is an out-right lie and the branch manager told me it was for travel/tourist agency ref in the charge and the location where it was processed, she started to spell XXXX... which by the way is not close to XXXX ... this whole thing is fraud and the bank refuse to protect its customers. Regions Bank refuse to return the fund that they did not catch the fraud in process they stopped one the saw as fraud but missed the first. They Regions Bank is not and has Not protect me the customer or the deposits I have held in their Bank. I will be filling with FDIC Consumer Protection and do what I can to make this right.

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