Consumer complaint received 2025-07-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: REGIONS FINANCIAL CORPORATION
State: LA

Complaint narrative:
I went to XXXX XXXX the morning of XX/XX/year> and my debit card transaction was declined. I then went to the atm located in the store to withdraw the cash instead thinking that the register was just having issues reading my card and it gave some sort of fraud message and it declined. I called Regions and was told that there was some kind of note on my account but didnt know what it was and that I needed to call the local branch. I called and was on hold for 15 minutes then was told that they were busy and would call me back. They never did. I then went into the bank branch located at XXXX XXXX XXXX. XXXX, XXXX. to see what the issue was. I was told by the branch manager XXXX, that there was a hold on my debit card then was told that the hold was on the entire checking account due to fraud but didnt know why. She asked if I had received some sort of fraud text or email from Regions and I told her that I did not I was told by the branch manager XXXX, that again that there some kind of strange note on my account that she didn't understand but that I could withdraw money out of my savings account because that account was fine. She told me that she would give me a call back that day once she investigated more. I then withdrew {$400.00} out of my savings. I was on my way out of town and realized that I would need more money and I also got paranoid about my money in my savings being put on a hold for no reason so on my way to XXXX  I stopped at the branch at XXXX XXXX XXXX. XXXX XXXX, XXXX  to withdraw my savings money and was told that I needed to come inside because of the amount that I wanted to withdraw. I complied and after waiting 10 minutes in the drive thru and about 15 in the lobby the branch manager XXXX XXXX came out and told me that theres an issue with my checking account which I did not tell him about and that he needed to see what was going on with my checking account before he could give me my money out of my savings.I told him that I had just withdrew money out of my savings with no issue and that the checking account issue had nothing to do with getting MY money out of my savings but he refused to listen to me and kept saying that he needed to find out the issue on my checking account for me. I told him that it was already being handled and that I just wanted to get the money out of my savings and refused and kept telling me that he had to find out the issue first which was a lie. He also told me that he was chatting with the operations manager at the minute which was also a lie. I then called Regions XXXX no. and was also told that there was no reason that I could not get money out of my savings. He still refused to give me my money. The other branch manage XXXX, happened to call me back while there he she told me what the mix-up was and that she will get my account unblocked as soon as possible. I had her on speaker phone so that XXXX could hear the conversation. I then asked her if there was a problem getting my money out of my savings account being that she was the initial person that informed me that my savings account was fine and she said no. I told her that XXXX was refusing me to withdraw money out of my savings because he needed to see what the checking acct issue was and once again, she said that it should have not been an issue. I gave him my phone to talk to her and he refused to talk to her and told me to have her to call him.I gave her his info. At this point I was beyond frustrated and told him again that I wanted to withdraw my money. He still refused. I left out and told him that I would report him because he had no right to not give me my money. I then went to another Regons a few minutes away and withdrew money from my savings with absolutely no issue. I spent over an hour in total trying to get the issue resolved. I also want to report that Regions did not notify me via email nor text about this alleged " fraud '' note on my account. I was on my way out of town and if I would have not tried to purchase items at the store before going out of town, I would have been stranded without being able to get any money if all of this would have happened after banking hours. I even told him that I was on my way out of town and he didn't care. I was traveling by myself and this could have turned out to be a very dangerous situation with a very tragic outcome for me traveling on the highway alone.

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