Consumer complaint received 2024-04-03 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: GA

Complaint narrative:
I am writing to express my deep concern over handling the fraud claim on my account reported on XX/XX/XXXX. Despite speaking to multiple representatives from Regions Bank and attempting to trust the process, as of today, XX/XX/XXXX, there has yet to be a resolution. This lack of progress is disheartening, especially considering my long-standing relationship with Regions Bank XXXX which has been going on for over 30 years since I was XXXX. 

I question whether a thorough investigation was conducted on my account or if the matter was dealt with in isolation. There were two locations where unauthorized charges occurred simultaneously. Charges were being made in XXXX XXXX where I reside, and XXXX XXXX, where I have never visited. 

Despite my efforts to trust the process, my patience is wearing thin, and I am beginning to wonder whether Regions Bank values me as a loyal customer. I'd like to hear back from you on how the investigation concluded that I allowed my card to be used in XXXX XXXX, while I was driving back to XXXX XXXX, from a conference in XXXX XXXX 

During my conversations with a representative, I was informed that I supposedly sent emails to Regions that could not be accessed due to an embedded link issue. It is important to let you know that I have yet to send any emails to Regions Bank, nor have I been told to email any documents until today after speaking with someone in the branch. 

I want to share that XXXX was very helpful at the XXXX XXXX. I appreciated him for taking the time to listen to my concerns. 

I hope Regions Bank addresses this matter quickly and gives me a solution that works for you. I value the trust I have placed in Regions Bank over the years and hope for a swift and transparent investigation into this fraudulent activity. 

Please see the timeline, which includes screenshots to support my claim that I did not make these charges or authorize charges to be made on my account. 


I will make a timeline based on the information you gave me to support the evidence that your Regions Bank account charges were fraudulent. Here is the timeline : - XXXX XXXX : **- Attended the XXXX XXXX  for XXXX XXXX conference. 
- Checked out of the hotel around XXXX XXXX 

- XXXX XXXX : ** - Stopped to get gas at XXXX XXXX XXXX, costing {$36.00}. 
- Purchased snacks for the road home trip ( approximately XXXX hours ). 
- Traveled from XXXX to XXXX XXXX 
- Purchased items at XXXX on XXXX XXXX. 
- Went to XXXX on XXXX XXXX and purchased XXXX XXXX for {$10.00}. 
- Traveled home around XXXX XXXX 

- **After Returning Home : **- Received an alert on the Regions Bank account for a purchase at XXXX XXXX 
- Ignored the charge initially due to needing to receive alerts from Regions Bank. 
- Contacted Regions Bank to report the fraudulent charge. 
I was informed it would take 3 to 5 days to process the claim. 

- **XXXX XXXX : ** - Submitted the claim after all charges had cleared the account. 
- Informed to wait 3 to 5 business days for investigation. 

- XXXX XXXX : ** I called Regions Bank again and was told the account was closed, and the claim was denied. 
The agent mentioned that the chip was used for the purchases, which was unlikely as you had the card in your possession in XXXX XXXX 
The agent shared that the emails that were requested were unable to be opened. I shared with the agent that I did not send emails, nor did anyone request that an email be sent. 
- Requested the claim to be reopened. 

- **XXXX XXXX XXXX : ** - I visited the XXXX, XXXX bank to address concerns about the claim. 
- Provided images from your cell phone to support the claim. 

I think it's important to emphasize the key events and discrepancies in the timeline to support your claim of fraudulent charges. If you have any additional information or evidence, please continue to provide it to Regions Bank to strengthen your case.

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