Consumer complaint received 2020-05-04 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: MI

Complaint narrative:
Regions Bank has continually denied my claim regarding several fraudulent transactions made on my Regions debit card. I first notified Regions of the fraudulent charges on XX/XX/XXXX ( I reported a second set of fraudulent charges on XX/XX/XXXX, as some of the charges were still in 'pending ' status on XX/XX/XXXX, and will share the claim numbers if requested ). The total amount of the fraudulent charges are {$1600.00} made at two retail stores in XXXX, Michigan. 

I have also filed a case with the XXXX, Michigan police department. This police report is still being actively investigated as of today, and the police report number should be attached to the records in my claim. 

I do not understand why my claim would be repeatedly denied. This is clearly a case of theft and fraud. As a loyal Regions customer of 10 years, I am incredibly disappointed to be missing a significant amount of money for so many days. I have tried to resolve this case with Regions Bank for weeks now, but continue to receive conflicting information. My latest call was today ( XX/XX/XXXX ) at XXXX EST with XXXX who told me that because I didn't report the card missing or stolen before the fraudulent transactions were made, the bank didn't have liability for the transactions, which I don't believe is correct under federal law. She refused to offer me more information about Visa 's 'zero liability policy ' ( posted on the Regions website ) that I asked for. I do not believe I am receiving accurate information from Regions Bank about my rights and their legal responsibilities. 

This agent that I spoke with today was also terribly rude, and I believe she was using intimidation tactics to try and get me to withdraw my claim. She accused me of changing my story about the theft because I didn't report that my card was missing right away. As I have stated from the very beginning, I last used the physical card on XX/XX/XXXX, but did not report it missing right away because I didn't realize my card was gone until I saw the fraudulent charges go through several days later. I believe it went missing or was stolen on the XXXX ( when I used the physical card last ), but I can only confirm the facts - I did not notice it was gone right away, but reported the theft as soon as I could ( as soon as I noticed there was something wrong with my account ). She also accused me of acting suspiciously because I did not file a police report right away! The fraudulent charges were processed over the weekend of the XXXX, and I initially called the XXXX police department on Monday ( XX/XX/XXXX ) to notify them that I would like to file a report- that is not a delay. Finally, she accused me of acting suspicious about the theft because I made other online purchases with this account between XX/XX/XXXX ( when I last used my physical debit card ) and XX/XX/XXXX ( when I first noticed the fraud ). Yes, I made online purchases that week. I had my debit card information stored on the online retailers ' websites and did not need to use a physical card to make the transactions. That is not an indication of anything suspicious! These are shameful tactics that Regions is trying to use to intimidate customers and refuse to make things right. 

I sincerely hope that Regions investigates the conduct of their agents as well as their business practices.

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