Date Received: 2019-12-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My Regions credit card and debit card ( along with several other credit cards ) were stolen on XX/XX/2019. A transaction was made almost immediately to the thief 's XXXX account ( XXXX ) for {$1200.00} and {$2000.00} ( and {$300.00} from my Regions debit card ). I reported the cards stolen within 2 hours ( honestly I think it was under an hour ) to Regions Bank over their 800 number ( and to the local police department - XXXX Police Department case # XXXX ). On XX/XX/2019 Regions charged me a late fee of {$27.00} and then on XX/XX/2019 I was charged a {$38.00} interest charge. When viewing my card balance online the card balance shows as {$0.00} with a minimum payment of {$0.00}. I keep a close eye on my accounts, especially after my wallet was stolen, so I had no reason to think there was anything wrong with the account. I have attached a print screen showing what I see when I view this account online. This morning ( just after XXXX ) I spoke with XXXX at Regions credit card line and was told reporting the credit card stolen wasn't enough, I also needed to file a claim to not be responsible for these fraudulent charges. When reporting, the card stolen I absolutely confirmed those charges were fraudulent. XXXX informed me I am responsible for the interest charge, late fee, and balance of the fraudulent charges. I asked her to officially contest those charges, but she has informed me in the meantime I am still responsible for those charges. XXXX also informed me that it could take 30 days ( or more ) to resolve the issue. I tried calling before XXXX, but was disconnected after holding for 15-20 minutes ( this happened several times ). I had to file a complaint with CFPB ( complaint ID # XXXX-XXXX ) to get the charge to my debit card reversed, which Regions did and I am grateful for this action. However once again as a matter of policy they do not limit user 's liabilities to {$50.00}, which is the law per the Electronic Fund Transfer Act ( EFTA ) or Fair Credit Billing Act ( FCBA ). If I'm not understanding the law correctly, please let me know ( but every source I've seen says I'm right ). In the next step I'm asked to identify the card number for the complaint, but I only have the replacement card number which I will provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: regions bank went o close my account still havent refunded my money since our last dispute Regions bank just keeps charging me a fee not returning anything yes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Region keep trying to cash the same check 4 times in a row Why? See attached
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Over the course off the last 12 months XXXX has applied numerous invalid fees and charges ranging from fraudulent transactions to hidden fees. In all a total of {$4000.00} in these charges have been added to statements. I notified the company in XX/XX/XXXX that we would suspend all payments until the incorrect billing was fixed. The company failed to address the matter and suspended the account. The company are claiming we owe a total of {$8300.00}. I had initially agreed that of the {$8300.00}, {$4200.00} was legitimate fuel usage and offered to pay this amount providing they could provide a correct statement reflecting this. I spoke with XXXX XXXX who refused to look into the matter and threatened collection if we did not pay the balance. She then offered a 20 % discount to which I declined. I advised her we did not need a discount but only to be billed correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 795XX
Submitted Via: Web
Date Sent: 2019-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Applied for a auto loan receive Ann inquiry 3 separate occasions Never received an adverse action letter Which is highly against the law Obviously XXXX XXXX needs to revisit the law books
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been banking with Regions Bank over 10 years and lately I have noticed they are charging NSF fees for the payments coming in although the funds come in the same date. They refuse to refund the charges which sums up over $1500. Because of the untimely overdrafts the balance keeps diminishing to cause more overdrafts. I did asked the bank to stop overpaying too avoid the charges but I am still being charged since XX/XX/2019
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33179
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received a fraud alert text message from Regions @ XXXX XXXX on XX/XX/XXXX. I ignored it thinking that it was a scam or just junk text messages because I get a number of those a day talking about money and I've been approved for this or that. I went to the store later that evening and tried using my card but it was not working. I revisited the text message assuming something went wrong with a transaction I did earlier that day in which I ADDED money to my bank account FROM XXXX XXXX it was for {$400.00} but at that time I'm thinking it was for {$500.00}. Thinking nothing of it and confused I reply " yes '' to the text message @ XXXX XXXX so my card can start back working. At XXXX XXXX I realized my mistake and I realized this was a for a {$500.00} debit FROM my account from an unrecognized XXXX, I replied " no '' and immediately got on the phone with a Regions Fraud representative who told me I could not do anything until the charge stopped pending. It stopped pending on XX/XX/XXXX and I contacted Regions Fraud dept again and filed a claim. They advised it would take 5-10 business days tor review the claim. In the meantime I contacted XXXX XXXX customer service hoping they would be able to assist. Through multiple email correspondence they tell me they don't see the transaction anywhere in my XXXX XXXX transaction history and to send proof in which I do. And from there I waited on a response. On XX/XX/XXXX I contact Region 's Fraud Dept. again to check the status of my claim and I am told that the claim was denied due to my " credentials '' being used for the transaction. I'm livid. For one my XXXX XXXX required Face ID to authorize transactions and for two that shouldn't be a factor when cc can be scanned in addition to fraud happening everyday where people SS # #, DOB and names are used without their consent to commit fraud. On XX/XX/XXXX Regions escalated my claim because of course I'm upset and I want the {$500.00} plus overdraft fees refunded back to me. I'm told that I will receive a new claim number and email which I found out later was inaccurate information. On XX/XX/XXXX I get in contact with XXXX from XXXX XXXX on the phone still hoping that it's something they can do. After about a 20 min conversation and a series of questions regarding my use of XXXX he says that there is no HISTORY of the transaction in their system at all. He also mentions that he has never seen this before and just from the looks of the proof I sent in the transaction from this XXXX is totally unusual. XXXX sent me an email stating there is no transaction in their system for a debit of {$500.00} from XXXX. On XX/XX/XXXX I get an email from XXXX from Region 's Solutions Center for my Ticket XXXX with the following message : We've been researching your Solutions Center Ticket and have identified new information we need to complete your request. Please contact us at XXXX at your earliest convenience so we can update the information to complete your request. So I contact this number and in a nutshell I'm told I can email any supporting documentation I have back to that email. I forward the email message from XXXX at XXXX XXXX stating that there is no history of the {$500.00} charge anywhere in their system. I also sent it as a screenshot and sent a screenshot of my XXXX XXXX transaction history which does NOT have this charge from XXXX. I figured this was all the support that they need to see that this was fraud. On this same day I am also advised by the Regions Solutions agent that there is a phone number showing in the details of the transaction XXXX. I contact that number and it's for XXXX XXXX. I never had an account with them and could not even get in contact with anyone because I am not a customer of them. So I XXXX the number and low and behold there are numerous discussion boards that include this phone number and XXXX and XXXX transactions linked to fraud. I contacted the Solutions Center again today, XX/XX/XXXX, to check on the claim and I'm told that it was again denied because they sent the fraud text message and I responded " yes '' to it. I politely explained that I also responded " no '' and was on the phone with the Fraud department in less than 10 mins from the minute I mistakenly said " yes '' assuming it was for a totally different transaction. It was a mistake in which I corrected. So here we are, 8 days later, I've submitted proof that this transaction under the name of XXXX is not a true XXXX transaction. I've explained over and over and over that this transaction was not me. I've gone over and beyond, contacting the bank multiple times, contacting XXXX multiple times even though it's not even their issue, and I have not gotten refunded for nearly {$700.00} this fraudulent charge has caused. My water got cut off due to a returned check fee. I have no money and XXXX kids and XXXX coming up. Had a son that turned XXXX on XX/XX/XXXX and he got 1, ONE, gift from me. So furious is an understatement for what I am feeling right now. Furious and ignored. There is literally no more proof I can send to Regions. I have nothing. And I figured a email from XXXX themselves saying " hey, this isn't a XXXX transaction '' would suffice but no. Now Regions has a zero liability for their Check Card Personal Visa cards, in the exact words of their website " Zero Liability policy does not apply if you have been grossly negligent in handling your card or account ''. Now, I have yet to receive any supporting details or documentations to say that I was negligent in handling my card or account ... I certainly wasn't ... but here I am being held liable for this fraudulent {$500.00} charge. Even if I do no get refunded, which it has become apparent I'm not, I wanted as many people as possible aware of Regions and how they choose to handle fraudulent activity and especially their total disregard for myself and representatives from XXXX XXXX advising that this charge is not a true XXXX transaction. There is a total lack of understanding, listening, and empathy from them. I mistakenly responded " yes '' to the fraud text message and in 7 minutes I was on the phone with the fraud department pleading my case and explaining this was indeed fraud and yet and still Regions says you don't get your {$500.00} back or the associated overdraft fees. And who cares about you or your XXXX kids and all the heartache and suffering this has caused. I want consumers at Regions aware of how they handle fraud and how they have a total disregard for the support and proof of fraud you send in and a complete disregard for me explaining over and over it wasn't me or anyone I authorized and my first response to the fraud alert was a confused mistake that I was on the phone fixing with Region 's fraud department in less than 10 mins but they don't give a XXXX.And it seems that it doesn't matter how many times I try to appeal or escalate Regions is just going to keep coming back with different reasons I can't get refunded so I am only empowered by making as many people aware of this as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36117
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX : We were trying to buy a kitten for my children for XXXX. We found what appeared to be a legitimate, professional looking website, with names and contact information, testimonials, everything seemed above board. I submitted an inquiry via the website and they responded by text. They then emailed me photos and we agreed on {$600.00} for the cat, and {$200.00} for the delivery, as we live in different states. They requested some delivery information for the kitten- name, address, closest airport. They asked that I transfer the payment through XXXX, a service my bank, Regions, offers but I had never used before. It appears in my banking app and on my desktop online banking, right in the payments section so I simply assumed it was a credible payment method. As I had a daily limit of {$500.00}, I had to make 2 separate transactions.I sent {$500.00} on XX/XX/XXXX and the other {$300.00} went through Monday, XX/XX/XXXX. Once they received the money from the second transaction, they said the shipping company would contact me. Later that day, I received a text from the shipping company saying they were trying to arrange delivery. I said, " Great, when can I expect? '' They responded with, " There's a little problem we're facing which we need to resolve ASAP so we can proceed with delivery. We sent an email on what we're facing. '' So I checked my email to find an email saying the crate provided by the seller is very small and won't sustain the kitten throughout the flight because of the harsh weather conditions, and I need to rent a special, auto-regulated crate for {$1400.00}, which is fully refundable upon delivery of my kitten. They would send me the policy stating that it's fully refundable once I make payment. I was immediately suspicious and questioned why it was my responsibility, and not the sellers, to provide an acceptable crate. From there, I immediately knew I had been scammed, and told them so, and they told me they would be sending my money back. Yeah right. I immediately contacted my bank to dispute the transactions and alert them to the fraud. After being transferred to a few different people/departments, I was told I have no recourse, as XXXX is not protected and there is nothing I, nor Regions, could do about it. So now I don't only have XXXX heartbroken children who won't be receiving their kitten for XXXX, I am also out {$800.00}. I have been a loyal Regions customer for 5 years and do a lot of business with them. To just hear, " Sorry, there's nothing we can do, '' is not acceptable. They should not endorse a service with such lax policies and zero protection for their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX XXXX inquiry on XX/XX/XXXX XXXX XXXX XXXX card services inquiry on XX/XX/XXXX Regions bank inquiry on XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been sick from a XXXX XXXX and found it hard to work I need financial assistance my parents won't help me also no one help me I have been u employed for last 6 yrs just recently found a job at XXXX and the workers treated me in they harassed me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77511
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A