Consumer complaint received 2025-09-05 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: FL

Complaint narrative:
On XXXX at approximately XXXXXXXX XXXX  I received a text messaging from regions Bank alerting of a potential fraudulent transaction to my account. I reply to the message NO and contacted the bank right away to inform them I received a fraud alert, text message and wanted to contact them as well to let them know that I did not authorize the transactions. The representative stated that at that moment that was nothing she could do. I would have to wait for the transactions to post to my account and contact the bank to file a dispute. I did exactly as I was stoned and on Tuesday XX/XX/year> when the transactions posted to my account I file this year with regions. On XX/XX/XXXX, I received a letter from regions stating that dispute was denied and transactions appear to have been authorized even though I replied to the text message to not authorize the transactions in contact the bank the same day the transactions were taking place. 

The letter regions sent me list 4 different store numbers which follows XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX, I contacted all XXXX XXXX locations, which are located in four different cities within the state of VA and provided information to regions to let them know that I had file a police report in my city ( XXXX ) and contacted the locations confirming transactions were done in different places within minutes of each other. I asked for an appeal to be opened, and on XXXX upon contacting regions to follow up, I found out my appeal was denied and credit were not issued to my account. When I asked why it was declined when I provided a police report number and showed proof that the transactions happening four different locations while I was in Florida. The representative is response was she could clearly understand why I was upset due to the fact, showing transactions were. She did not provide any explanation as to why the appeal was declined even though the facts from the letter regions sent shows 4 different store numbers with transaction performed within in minutes from each other. Transactions were performed in 4 different locations within the state of Virginia when I reside in XXXX Florida, and contacted the bank right after receiving the fraudulent text message. 

On XX/XX/XXXX after finding out my appeal was denied, I asked for my case to be reopen for further investigation and the representative informed me that the bank may not reopen the case or look at the evidence provided and funds would most likely not be refunded. 

I expressed to regions in numerous phone calls since becoming a customer 11 years ago I have never filed a dispute, never used my card in VA, XXXX is not a normal shopping pattern of mine, and dont understand why the bank cant see the facts showing transactions were performed in a different locations in a completely different state from where I reside and within minutes of each other. I also expressed to all of the representatives I spoke with that I was home with my family and the physical debit card was in my possession. I attached a photo of the phone call. I made two regions on the XXXX right after replying to the text message, proving that I contacted the bank to inform them that transactions were not formed by me or my husband. 

I also attached a photo of all of the transactions, a picture of the text message reply to the fraudulent transaction, as well as a copy of the regions letter sent from the original dispute, showing four different XXXX store number locations on the letter which proves that regions has access and can confirm on a simple XXXX store locator that transactions were performed in 4 different XXXX locations in 4 different cities. The XXXX store is listed on the first refusal letter regions sent.

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