Consumer complaint received 2025-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: REGIONS FINANCIAL CORPORATION
State: NC

Complaint narrative:
I am requesting the full removal of unauthorized, disputed credit card charges to my company. These charges consist of overseas charges to XXXX and XXXX. 

On XX/XX/XXXX, my company attempted to make a business credit card purchase. This purchase was declined. The businesss representative stated that the reason for decline may be because they are located in XXXX and sometimes the bank may think the charge is fraudulent or the card may have international restrictions. I was tasked with processing this transaction. I called cc company to inquire how to facilitate this one purchase. The representative informed me that all of the fleet cards were blocked outside of the US but we would be able to unblock them for use. Nothing regarding fraudulent activity in XXXX or XXXX was mentioned at all. I have asked the CC Company for a recording of this conversation and was told they do not record any calls. The XXXX invoice was paid and everything was assumed to be well. 

On the XXXX of XX/XX/XXXX, an early credit notification email was received and this is when the fraudulent charges were discovered. Disputes were made for all the charges through the on-line dispute system. A stop payment was submitted to our financial institution so that the scheduled automated payment would not include these fraudulent charges. The total amount of false charges equaled {$9600.00}. The legitimate charges owed were paid by bank wire on XX/XX/XXXXXXXX  in the amount of {$2100.00}. 

I was informed the disputed charges could take 30-60 days to settle. I followed the Alert Notifications tab on the company website for information on the dispute. No alerts were received. Transaction Online Dispute Processing forms were emailed to various CC company emails several times. Demands for delinquent balance were received. 

On XX/XX/XXXX, I received an email that all the charges after XX/XX/XXXX were being denied due to the card being unblocked on XX/XX/XXXX. The CC company claims they sent an email to ( a XXXX  email address ) regarding a block on the card due to suspected fraud. This is an email address that I do not have and that XXXX states has been shut down due to inactivity. Any email sent to that address returns as undeliverable. We have been customers of CC Company for over 17 years and I have received 100s of emails all going to the correct email. I have a suspicious activity notice dated XX/XX/XXXXXXXX  that was sent to the correct email address. The CC company stated they were given the XXXX email address when the account was first set up in XXXX. I do not believe this to be the case. I have asked for this documentation. 

I emphatically disagree with CC Companys assertion that we are in any way responsible for these obviously fraudulent overseas charges. I also find fault in their belief that if a credit card is unblocked for international purchases, the card holder loses any recourse against future swindle. 

Thank you for your time and consideration. I await your response.

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