Consumer complaint received 2024-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: REGIONS FINANCIAL CORPORATION
State: TN

Complaint narrative:
On Saturday, XX/XX/XXXX, my cousin sent me {$510.00} on XXXX. I tried to instantly transfer the {$510.00} to my Regions account which would have been {$500.00}. The transaction failed. Thinking it was just a problem with my connection, I then tried 4 more transaction attempts to instantly transfer the money to my Regions account. All other 4 attempts failed as well. The {$510.00} stayed on my XXXX account, and since I could not transfer it to my bank account, I decided to send the {$510.00} back to my cousin that was already on XXXX. The same day, I contacted XXXX support and asked them what was wrong and they said they were having system problems at the moment and to try again later. At that point, I realized nothing was wrong with my connection and I did not want to try transferring the money to my bank account again after sending my cousin his money back. I went on with my day. Everything was just fine. My Regions account was not overdrafted. Two days later, XX/XX/XXXX, I noticed Regions had charged me {$500.00} five times which totals {$2500.00} and overdrafted my account. My bank account was in the negatives because Regions overdrafted my account and had taken out {$2500.00}. I did not have no where near that amount of money in my account at the time. At first I thought it was XXXX XXXX fault but after speaking to their customer support, I realized that it was not them that took money from me or charged me. It was a problem with Regions. They allowed this processing to happen and I was charged {$500.00} for each failed attempt that I tried to transfer the {$510.00} from my XXXX into my Regions account, which is strange and the first time ever happening. I contacted a bank representative with Regions to file a claim to dispute the charges. I explained everything in full detail to the banker. Somehow, the banker submitted the claim and included the wrong dates and information in the claim different from the transactions that I was referring to. The banker used dates from XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, and XX/XX/year>. These dates ( showing as transfer from XXXX ) were previous transaction dates in the same amount of XXXX that were already settled and did not have nothing to do with XX/XX/XXXX and Regions declined my dispute because of all of this confusion and submitted the wrong dates. The XXXX I was overdrafted came from one day, which was XX/XX/XXXX and is showing up as an ATM withdrawal, which again is strange, something that never happened. Regions are only seeing those old dates that has nothing to do with this situation on their end as a selection choice for the dispute and are selecting the wrong date ( s ) because they are not able to select the correct dates without doing the ticket manually. The lady stated that She can see the transactions that I am referring to on my bank account but do not see those transactions for that date when she select my bank card to put in a dispute. The only dates that were showing transactions on my card were from previous transactions that I made, which has nothing to do with XX/XX/XXXX. That following Thursday, XX/XX/XXXX, I reached out to another Regions representative in the claim center about the problem. I explained everything to him. He understood everything that I explained to him. He seen exactly what I was talking about regarding the transactions where I was charged {$500.00} five times in one day. He explained to me that it was not right and that it was a problem on Regions end, and he seen where they had charged XXXX five times in one day. He also mentioned the fact that the transaction title was weirdly showing up on their end as an ATM withdrawal, in which he said was a problem on their end as well because lately they have been having problems with the way cashapp transactions show up and a lot of people have been filing complaints for this same reason due to a glitch. He told me that for this specific claim and dispute he would have to submit the ticket manually and differently from fraud tickets due to the fact that it is a problem on their end that needed to be fixed and would not be considered fraud due to an error that they unknowingly made. He told me to wait two days and then call back. Well, I decided to call back the next day and speak with someone to make sure that a ticket was actually put in because I was worried. The person that I had talked to basically explained to me the same. She said that Regions makes this mistake very often with XXXX and lately a lot of claims has been submitted because of a glitch in the system. On Monday, XX/XX/XXXX, I called to check on my claim status that was manually submitted and the representative I spoke with said she did not see any new claim. Instead she kept mentioning the old one that was denied. I kept telling her that the old claim was denied due to a Regions representative submitting it wrong and using the wrong information. She told me to just wait it out the whole day and call back tomorrow since that would make 48 hours. I called again to check on my claim status that was manually submitted on the XXXX. Once again, they kept saying the same thing about how they do not see a claim and keep bringing up the fact that the old claim was denied when I keep telling them it was a mistake on their end and the old claim does not matter anymore and I have a new claim that was submitted manually with the correct date and explanation. This problem would not have existed if Regions did not overdraft my account due to a mistake on their end. All of those five individual transactions that are posted on my account that I am being charged for were all transactions that never actually happened, which mean there is no reason I should be overdrafted XXXX and not credited. I made five attempts to make one transaction and all of them failed. On that day, I did not withdraw any money from my Regions account, I did not borrow any money from my Regions account, and I did not borrow any money from XXXX. I simply sent the money that was sent to me on XXXX back to my cousin. I did not go to an ATM and withdraw any money neither. I did not even have {$2500.00} to withdraw and wouldnt even be able to withdraw that much money from an ATM in one day. Any other previous transaction dates from XXXX that did not take place on XX/XX/XXXX has nothing to do with this problem. Regions is using past dates of me doing a transaction with the same exact amount and trying to use it for the date that they overdrafted my account. In addition, when I talked with the Regions representative on XX/XX/XXXX, I asked for a claim number and if I should follow through with a police report. He told me with this specific type of claim he had to do it different from the usual claim tickets and submit a ticket manually for me so that Regions could fix the problem and send me the money they took. He told me there was no need to file a police report because this situation isnt actually fraud, it is a mistake on Regions end. He said that The bank was going to credit those charges back to my account. He seen where I have been charged XXXX XXXX times on the same day for something that failed and due to a system glitch it is showing as an atm withdrawal. I called again Tuesday, XX/XX/XXXX, and spoke with a representative to see if the ticket that the guy submitted manually had went through the system and showed up. She told me that since the ticket was submitted manually they wouldnt be able to see the status of it.

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