Consumer complaint received 2025-07-25 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: AL

Complaint narrative:
I am writing to formally escalate an urgent matter regarding a mishandled dispute on my Regions Bank account that has caused financial and emotional XXXX, despite my following all proper procedures in good faith. 

Timeline of Events : XX/XX/XXXX : I received a text notification from Regions regarding a suspicious {$500.00} charge on my checking account. The message prompted me to confirm the charge ( 1 for Yes, 2 for No ). I immediately responded with 2, No. Right after, my card was deactivated ( I have a screenshot of this exchange ).

Upon checking my account, I saw a {$2500.00} unauthorized transaction pending, alongside multiple failed attempts for {$2000.00}, {$1000.00}, and {$500.00}, all within a 5-minute window between XXXX XXXX, to the same recipient : PP XXXX XXXX XXXX 

I immediately called customer service and spoke with a representative who confirmed this pattern looked suspicious. I explained I did not authorize the charge and did not know the recipient. The rep advised me to let the transaction post and file a dispute afterward. I agreed. 

XX/XX/XXXX : The {$2500.00} was officially debited from my account. 

XX/XX/XXXX : I filed a formal dispute. 

XX/XX/XXXX : The dispute was denied without any notification. 

Why This Is Unacceptable : I was never informed of the denial. I only learned it was rejected when I called for a status update on XX/XX/XXXX. 

When I asked why, I was told the charge was a " tapless '' transaction, which somehow invalidated the claim. I asked if the dispute investigator reviewed the original customer service call and notes, where the rep clearly flagged it as fraudulent. I was told the departments use different systems and they could only evaluate the charge itself, not any associated context. 

I explained again : I flagged the charge immediately. 

I followed customer service instructions. 

I provided documentation, including a screenshot of the original fraud alert. 

I never authorized the transaction, nor do I know the recipient. 

There were four rapid-fire attempts, showing a pattern of abuse. 

If I made the transaction, why would I deactivate my card immediately afterward? 

The rep acknowledged the new information and reopened the claim. I was told to wait 510 business days for resolution.

This week, after being told once again that it was " still pending, '' I followed up later that same day and was informed by another rep that the dispute had again been denied. 

I spoke with a dispute department manager who said it could be reopened again with more information, but I must wait another 510 business days.

Current Impact : This mishandling has left me out {$2500.00}, with unpaid bills, and feeling like my trust as a long-time customer has been broken. I followed Regions ' protocols from day one, yet Ive been left with no protection and little transparency. All I am asking for is a thorough review that includes all communications, notes, and phone recordings, as this would clearly support my claim.

Also I reached out to XXXX XXXX  Customer Service ( since a Regions rep, said it might be an XXXX XXXX  payment ). I let the Regions rep know I don't have a XXXX, never have. I've only used them 1 time as a guest, the XXXX XXXX rep confirmed I did NOT have a XXXX XXXX account with any of my emails nor with my phone number. 

Request : XXXX requesting this dispute be escalated for executive review and resolved fairly and promptly. I would also like a copy of all relevant case notes and recordings from XX/XX/XXXX onward. 

Please confirm receipt of this letter and inform me of the next steps as soon as possible. 

Sincerely, 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 monetary relief