Consumer complaint received 2025-07-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
I opened a checking account with Regions bank in XXXXXXXX XXXX In late XXXX, I noticed some fraudulent activity. I went to the bank, filed a police report as instructed, and filed claims for the transactions that were not mine. They opened a new checking account for me and I was told to write down the transactions and keep track of them as they were paid back into the original account. Then, my phone was stolen and there were a number of additional transactions posted on my new account. I was instructed to do the same. Both accounts stayed negative for quite some time up until the week of XX/XX/year>. I checked off all of the transactions and both of my original accounts were back in the positive. One was a little over {$300.00} and the other was a little over {$400.00}. I went to the branch to have both positive balances transferred into my new account and close the first two. The lady moved them over and I thought all was over. On XX/XX/year>, I had roughly {$1400.00} in my account and paid the first part of my rent, leaving me with around a {$13.00} balance. The very next day, Regions debited my account for a little about {$440.00}, which caused my account to go negative. I spoke with several bankers, including the branch manager who could not understand how we transferred a negative balance into my new account. For several days, they were messaging the back office. One of the bankers that opens new accounts ( who also transferred the money into my new account ) could not figure out what was going on until one day she called and started rattling off some numbers that made no sense. I returned to speak with the branch manager and explained the situation to her. O no longer had access to either of the first two accounts, not even a statement from either one of them. She was baffled by it herself, but promised she would get to the bottom of it and contact me. I never heard back from her. Before I left last Tuesday, I asked the branch manage if the - {$440.00} would be taken out of two direct deposits that I had coming in that Friday. She stated No, if the money is direct deposited, you can come in here and withdraw it. I confirmed by asking her a second time, because by that time I had gone over a week without access to any money and there was no way for anyone to send me any money. She confirmed a second time that if it was in there I could come in and withdraw it. I received a text from Regions stating that my early direct deposit was ready on Wednesday night. I went into the branch to withdraw the little over {$700.00} deposit. The bank manager was missing in action. The girl who transferred the funds from my original two accounts to the third one was there and I inquired about withdrawing the money. She punched a few keys on her keyboard and told me my accounts were locked. I asked why I received the text and didnt have access to that money, she said she didnt know. I said, so what happened to my paycheck as I need to pay bills. She said it was returned to my employer. I still have not been able to confirm with my employer if that money was, in fact, rejected and sent back. I received a text this evening about another direct deposit that was placed into my account. I logged in to the banking app and from a {$860.00} paycheck, I only have about {$440.00} as a balance, so that money was deducted from my deposit, contrary to what the manager stated. I began messaging a live agent on the app to inquire and just like every time I call or chat with them, they tell me to go into a branch to take care of it. There was a branch hold on it which she couldnt even explain to me with going into the back with my ID. I have been into this branch more times than I think I have ever been inside a bank before in my life. I made sure EVERY SINGLE TRANSACTION that I filed a claim for was returned to close the first two accounts. Otherwise, I would not have closed them. I thought that having close to {$800.00} transferred over to the new account was sufficient. Now that they are closed, I can not even look back at my statements. Somebody messed up and is trying to cover their tracks. I can not get a straight answer from XXXX the banker or XXXX the manager. I want the ~ {$440.00} returned to the account to bring it back into the positive {$13.00} that should have nbeen in there last week and the {$880.00} that was deposited this evening. I DO NOT want to return to the back only to be given some excuse or be lied to. Once I have my {$880.00} in my hands, I will close all of my accounts and take my banking elsewhere, but I was not treated fairly and was left with broken promises. Someone needs 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