Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: REGIONS FINANCIAL CORPORATION
State: IN

Complaint narrative:
XX/XX/XXXX, XXXX XXXX I received a call from XXXX. The caller identified herself as XXXX from Regions Bank and stated that someone in XXXX, TX, was attempting to purchase items at XXXX XXXX using my Regions account. I confirmed that I had not authorized the charge. 
XXXX said she would send a link to my phone to help resolve the issue, but it did not go through. She then instructed me to manually enter a web address, which appeared to display the official Regions logo. I attempted to log in. The site looked legitimate, and I began receiving security codes that resembled those I had received from Regions in the past. XXXX claimed she had stopped the fraudulent charges. 
Out of concern, I called Regions Bank twice immediately after the call to verify its legitimacy. Despite providing my name, account number, and other identifying information, both customer service representatives refused to confirm or deny the call 's authenticity because I did not have my XXXX ID number on hand. Since I was receiving real-time codes that seemed legitimate, I concluded the original call was likely from Regions. 
________________________________________ XX/XX/XXXX, XXXXXXXX XXXX  The same caller from XXXX contacted me again. She referenced transactions in my account and asked if I had paid an employee or family memberreferring to a check written to a person I did not recognize. She then said she would file a claim with the fraud department. 
During the call, she asked for my XXXX ID number, which I provided, believing still this was a legitimate request. At XXXXXXXX XXXX, she instructed me to dial * XXXX, stating this would filter any further fraudulent transactions and alert the fraud department. After dialing, I received an automated message that my calls would be forwarded. When I asked what that meant, she reassured me this was part of the fraud prevention process. 
________________________________________ XX/XX/XXXX I visited the Regions branch at XXXX XXXX XXXX XXXX, XXXX, and spoke with a banker named XXXX. Over the weekend, my phone had not rung at all, and my daughter mentioned her calls were going straight to voicemail. I discovered that my voicemail greeting was missing and had been replaced by a generic message. XXXX assisted me in turning off call forwarding, which had been unknowingly activated during the prior call. 
________________________________________ XX/XX/XXXX I returned to the branch to complete paperwork. I was told my fraud claim had been closed because it had not been properly submitted. I was advised to call XXXX, where the representative confirmed XXXX needed to complete the claim. XXXX then submitted it. 
________________________________________ XX/XX/year> XX/XX/XXXX : Called XXXX to verify the claim was in review. 

XX/XX/XXXX : Called the branch at XXXX. I was informed XXXX was on vacation and referred to the branch XXXX. 

XX/XX/XXXX : Called XXXX. After being transferred multiple times, I was disconnected by the final representative in the fraud department. 

XX/XX/XXXX : Called XXXX again after discovering that my account had been closed. I was told the account should not have been closed, and a note had been added to ensure the funds would be routed back to me. 

________________________________________ XX/XX/XXXX Frustrated by the lack of progress, I emailed XXXX XXXX XXXX outlining the situation and requesting a resolution. He connected me with XXXX XXXX. 
________________________________________ XX/XX/XXXX I was informed the fraud claim had been denied because the banks system showed I had authorized the transaction using a verification code sent to my phone. I was told : The system shows the phone is registered to XXXX XXXX, though I have not used that name since the late XXXX. 

The phone was not spoofed or cloned. 

Because the code was entered on my end, the transaction was considered approvedeven though it was done under fraudulent pretenses following coercion. 
XXXX told me that if the bank just approved the fraud claim, then the bank would have no money. 

________________________________________ XX/XX/XXXX Sent emails to XXXX XXXX at XXXX, giving her the images of the call logs, the correct name that my phone account is listed under, and also gave her the officer 's name and police report number that took the report. I also advised that I contact the FBI about this case. case XXXX XXXXXXXX Never got a response from XXXX XXXXXXXX XXXX XXXXXXXX Fraud Dept at Regions spoke to XXXX call was recorded I explained to XXXX the events that happened on the calls with XXXX, the caller stating that she was the Region 's rep. I explained to XXXX that my cellphone, home internet and work internet are all through XXXX. My phone is XXXX XXXX XXXX XXXX, and my computer is a XXXX XXXX. Anything other than these would be an unauthorized user in my account. Was told that there was no telephone number attached to the XXXX payment. XXXX reviewed the claim and stated that she was looking to see what was needed to have the claim reviewed. I explained I only use my Debit card to make payments. 
She said she did see a couple things. 
Need the additional information such as the police report. Additional information needs to be added to the claim for it to continue to be reviewed. She said that the additional information may not have been included because the information to submit was more than likely not large enough to have all that information submitted. IP addresses looks like my information but there is usually my information can say it looks like when I added that information. It does not show I ever added that service with my IP address. The ACH was sent out on a certain time and it is not showing that. It is not showing the exat time that was submitted. 
In that call was advised that the XXXX did not have a telephone number attached, and no date was set up XXXX, and it could not verify when and how this was set up. There are no dates or times for XXXX or the debit. The bank is advising they do not know when the XXXX was started, how it was started and where that payment was initiated and where it was sent to. The representative could see lots of traffic to my account but could not verify what IP address was mine or someone else 's. I advise I use Spectrum on my cell phone and all internet. 
XX/XX/year> XXXXXXXX XXXX  Went into the Regions XXXX XXXX  XXXX Spoke with XXXX XXXX XXXX She took my documents and scanned them. Asked what the number was on the XXXX and she did not see a phone number on the XXXX and then stated that she would need to speak with XXXX about how to attach the claim to submit them for the appeal of the denial. She said she would call me if she had further questions, and XXXX would reach out to me if needed. I asked for information on the number that the XXXX and ACH, and again was told there was no phone number attached to that transaction. She was not aware of the date the XXXX was made, the time. The XXXX has no telephone number attached to it and can not verify where that payment request came from or where it went to. She tried to look for it but was not able to locate it. 
XX/XX/XXXX Called XXXX XXXX PM XXXX and told me that because there is a freeze on the account she could not access my account and I had to go into the branch for assistance. The freeze was on the account from the beginning. Not sure why now they can not talk to me. 

XXXXXXXX XXXX  Spoke with XXXX told me that because there is a freeze on the account she could not access my account and I had to go into the branch for assistance. The freeze was on the account from the beginning. Not sure why now they can not talk to me. 

Summary : There is an XXXX on my account for {$18000.00} showing made to XXXX XXXX XXXX, from my business account. This is fraudulent. Regions has not disclosed the information of the ACH but when I have talked to the fraud department, they advised there is no phone number to the ACH, and they can not see the date, and time the XXXX was set up. I have not approved or set up any XXXX on my account. I have advised Regions my internet provider, and cell phone provider are all the same provider and my computer and cell phone type. Still, they have had me complete XXXX affidavits and not informed me why I do not qualify for a provisional credit or the reasons why my fraud case was denied. 

I have also filed with the Federal Trade Commission ticket # XXXX, through the FBI as well. Along with XXXX

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