Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: REGIONS FINANCIAL CORPORATION
State: MS

Complaint narrative:
XX/XX/year> I visited a Regions Bank branch in XXXX, XXXX XXXX process a cash advance in the amount of {$12000.00}. I was told that even though I did not hold an account at Regions that they were able to process cash advance transactions because they had an agreement with XXXX. The teller asked me multiple times to verify the amount and even had me confirm the amount she wrote down on a scrap piece of paper. Once I confirmed again she ran my debit card to process the transaction. She came back to her computer and began typing before she pulled any money from her drawer. After a few minutes another teller came over and they proceeded to inform me that had not received their cash delivery that day and would only be able to offer me {$20.00} bills. I was not satisfied to receive such a large amount in XXXX and they informed me they could void the transaction to which I agreed. I then called my bank, XXXX XXXX XXXX XXXX XXXX  XXXX to make sure I would be able to try again at a different bank. They, however, informed me that the funds were still pending and they did not show the pre-authorization as voided. They stated I would need the manager at Regions to write a letter releasing the authorization so I could have access to my money again. I went into the branch and spoke with a banker, XXXX, who stated the manager was out. She said she would contact the regional manager and would call me with a resolution. She did not call. I was able to reach her later that afternoon and she stated the regional manager said there wasn't anything more they could offer other than the void receipt. I was also informed the funds could not be guaranteed to be released that evening as it could take 3-5 days to process. I called Regions customer care line to file a complaint and requested the manager 's information so I could continue to try to work with them to get my funds released. 

XX/XX/year> XXXX XXXX temporarily released the funds after I submitted documentation of the issue along with the void receipt. However, they informed me that they still did not show a void to the transaction and that according to them Regions still had a valid authorization for those funds so I could " pay attention '' to my account. I called the manager of the Regions in XXXX, XXXX XXXX, at XXXX XXXX  to resolve this issue but was told she was in a meeting and would call me back. She never called me back. Later that afternoon, XXXX, a regional manager, called to tell me the legal team at Regions would not allow them to write any letters but was happy to know I had worked with my bank to release the funds. She then proceeded to tell me Regions could definitely process large cash advance transactions and that I should just ask the teller to make sure they had the funds before running my card. 

XX/XX/year> I visisted a Regions Bank branch in XXXX XXXX, XXXX XXXX process a cash advance of {$7500.00}. I called and spoke to the manager, XXXX, prior to arriving to verify they could process such a transaction. He informed me they should have no problem. When I arrived the teller XXXX apologized about my experience at the other location, said they do this all the time, verified she had the money, and then proceeded to run my debit card for the cash advance. It was approved and she pulled the money out, counted it, set it aside, and began typing my information into her Regions system. When it asked for my account number she was unsure of what to type. Another teller advised her to enter my drivers license number. It did not work. She then typed in my entire debit card number which also did not work. XXXX went into the manager 's office and explained to him what was happening. He advised her to " clean '' my driver 's license and run it again. She did all of these things but it would not work. The manager told her if it didn't work, there was nothing he could do. She apologetically voided the transaction. Once again, the funds were pending/drawn out of my account and I did not have the cash. I spoke to the manager who again told me there was nothing he could do and that I could " try again later ''. I, once again, had to report this transaction to my bank in order to temporarily release the funds so I could access my money. 

I find it highly suspect that Regions Bank could not peform either of these transactions to their entirety. Both transactions still show as valid authorizations and I now have to diligently monitor my account to ensure they do not still pull this money out of my account. A " void '' request has not processed through my bank as of yet and no one within the company seems to be able to handle this issue. 

For reference, I was able to perform my cash advance transactions at an alternate bank, XXXX XXXX  in XXXX. There was no issue.

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