Consumer complaint received 2025-05-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: REGIONS FINANCIAL CORPORATION
State: CO

Complaint narrative:
My name is XXXX XXXX. I am having issues with Regions bank after they allowed over a month of unauthorized payments to occur, despite stating that my account would be closed and a new card would be issued to me once these unauthorized purchases occurred. 
On XX/XX/XXXX, me and my partner visited XXXX till XX/XX/XXXX. Upon arrival, I made an ATM withdrawal of XXXX $ to receive XXXX. I am almost positive that I never used my checking card out there, other than this ATM at the airport when I first arrived. I have a credit card with XXXXXXXX XXXX and figured it was safer and I would be able to earn some travel points instead so I used this. And even then, most places take Pesos, and most of the time that is what me and my partnered used. I did not think much of it when I received my first fraud alert from Regions, as I thought, " Well maybe I did use it once ''. At the time there was a lot going on. I replied with a " Yes '' I did authorize this purchase. I wasn't sure if they came in as delayed purchases ect, as sometimes when a payment processes it take a day or two to not be pending anymore. Anyways, I then received another message the same day ( I will provide pictures ) on the XXXX and I replied with a " NO '', I did not authorize this purchase. Regions responded with this message, word for word, " Hi, it's Regions ( XXXX ). Did you spend XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Text STOP to end fraud alerts to this number. '' I replied with " NO ''. Then I received a text right after from Regions stating " Regions ( XXXX ) : For your protection, we have closed your card. New card ordered. Visit regions.com/reissue. Text Stop to end fraud alerts. '' At this point I trusted Regions with their response. I visited the link they sent which made statements about my New check card and what happens when an account is closed. It stated how " If you attempt to use your current card in the future, your transactions will not be authorized '' and how " Your card number will change. If your card has a Pin, it will remain the same '' ect.

I received another fraud alert prevention text on XX/XX/XXXX, and again I replied " No ''. At the time I was no longer in XXXX and back at home. I was going through a tough time with some personal family matters, my Grandfather was getting very sick and my partner was struggling with mental health issues. When I received this message I did not think enough of it and trusted that my bank had me in good hands. 
Not only did I provide Regions bank with these text messages ( about the fraud alerts ), but also messages on my current XXXX XXXX XXXX XXXX XXXX XXXX my flight from XXXX to XXXX and how I flew back on the XXXX, paychecks I was receiving in Colorado, payments I was making outside of XXXX with my XXXXXXXX XXXX  Credit card, a flight I made from XXXX CO to Florida to visit family and more, all while I was outside of XXXX. I was being charged all the way till XX/XX/XXXX before I recognized my account was being charged with unauthorized payments. Not once did I receive another fraud alert from Regions after XX/XX/XXXX and time continued to pass without me thinking anything of it. I actually first realized something was wrong with my account and decided to check after I made a purchase at XXXX XXXX on XX/XX/XXXX ( the town I live in ) with my card that should have already been closed. A day or two after is when I thought about it and decided to check and instantly closed my account manually although it should have already been closed. I called Regions support and a member filed a claim via call, she did not mention to support any documents and stated that Regions should understand your situation. On Friday, XX/XX/XXXX, a letter came to my parents address in Florida stating that my claim had been denied. 
On XX/XX/XXXX I resubmitted a claim to XXXX. They did not receive my dispute because I mis-heard the gentlemen on the phone and forgot to type an s at the end of the email. On XX/XX/XXXX, after the weekend, I resubmitted this claim properly stating all the information provided above and some with all the screenshots to prove that these payments were not authorized. I told them to reach out to me via call if they need more information as I would be happy to provide more details. I never heard from them, not once. I have also heard from multiple sources that at least some of your money should be reimbursed if you submit a claim within 60 days. I submitted my first claim within 60 days. 
I find it to be inappropriate business to state that my card was closed although it was not. I find it inappropriate for them not to attempt to stay in contact with me or provide any sort of reasoning on why the claim was denied other than " The payments appear to be authorized ''. They clearly were not. If they wanted to say that I am not as attentive to my funds as I should have been, and I should have reached out earlier ect, that would be more appropriate, but that's not the input I received. It is also very clear that these unauthorized purchases were made in XXXX as I received statements such as " International service fee '' which are used for out of country purchases. 
Regions may say that I was using my account during this period. Most of the purchases that you see that I did not submit as unauthorized were subscription payments, such as XXXX or XXXX. Those were they main two. I believe there was a XXXX payment or two in there as well, and a XXXX payment. But these are not purchases using my physical card, these are purchases transactions that were already previously hooked up on to my card via internet and or subscription. And I have three regions accounts, so tracking and remembering what each account holds in subscriptions, pay statements ect. can sometimes be a second thought, especially when you are financially stable. A person should be able to trust a bank that they will provide proper protection, this allows a person such as myself to face other personal matters that are going on in their life other than constantly checking their bank accounts for fraud. 
I like regions. I have been working with them for awhile, I got my parents to get with them, the bankers where I used to live in Florida were always so kind to me, and I cashed checks in person just to go see some of them and catch up. I got my friends to use Regions, I have always felt safe with this company. But this matter I am dealing with is very upsetting to me and my family, as I don't feel like I am being treated properly and with appropriate attention. 
I really would like to hear from someone who has input on what I can do to prove these transactions were not authorized if my message above and photos provided still can not do the job. I appreciate everyone who will be looking into this, and hope that you can take this matter seriously, as I have been scammed for over XXXX XXXX This could have been prevented, and should have with the first text I received from Regions stating my account would be closed.

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