Date Received: 2023-10-20
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I have been paid on a debit card issued through my employer since I started with the company. On approximately XX/XX/XXXX, I realized that I had lost my XXXX debit card ( owned by Comdata ) for her paycheck ending in XXXX and reported this to my boss. I received a new card ending in XXXX on approximately XX/XX/XXXX ( which is when the first charge to this account was made ). I was not made aware of any fraudulent activity and was under the impression that my previous card had been disconnected as it was lost. Towards the end of XXXX, my card had declined on a couple of purchases I attempted to make. I initially assumed that this was the timing of my paycheck as well as some charges that I thought might have been to this card related to the XXXX XXXX of my dog. I brought up issues with her card with my employer in XXXX. My boss began researching what had happened with her card and provided me with a list of transactions, as well as helped me with logging in to XXXX which I was never aware I needed to do previously. On XX/XX/XXXX, I was able to log in and dispute the charges made to the card ending in XXXX. The total disputed from XX/XX/XXXX, through XX/XX/XXXX, XXXX, there are XXXX charges totaling {$18000.00} ; there is one credit of {$9.00} and XXXX fee charges for declined transactions amounting to {$91.00} that were caused due to unapproved activity on my account. I was very surprised that this was never flagged or alerted to her as potentially fraudulent activity going on, or my card declined or any other action taken as in the approx. 11 months prior ( XX/XX/XXXX, XXXX XXXX, XXXX ), there was only XXXX transactions totaling {$10000.00}, of which {$4500.00} was spent on auto repairs and gas to go to work, {$4000.00} was spent on XXXX and other XXXX XXXX bills, and {$2300.00} was spent on grocery and other misc. charges. I had never had any spending pattern of some of the luxury stores that purchases were made from, made far fewer purchases than were being made in that time frame, and more was spent in a month than I had spent in a year. Initially, when charges were disputed, a police report had not been filed, upon realizing the extent of the issues, I filed a police report on XX/XX/XXXX, to include the disputed transactions with the XXXX XXXX XXXX Police Department, event number XXXX From the period of XX/XX/XXXX through XX/XX/XXXX I had been in contact with a resolution specialist with Comdata. My initial disputes were declined, and they stated to provide additional proof. I provided a letter from my boss confirming that I had reported the card lost as well as the police statement. I was told these would be reviewed and I would be responded to. After the couple of months of following up with no response, I began looking for an attorney who could assist. This has not worked and eventually our legal clinic provided the information to make a complaint with the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am a XXXX XXXX who was in the United States for the summer season and created an account with Regions Bank in XXXX XXXX in XXXX. Which I always use without any problem. But days before leaving XXXX XXXX, the banker recommended that I update my personal information and add the social security number ( The account was opened without the SSN ). As I needed to leave everything without problems with my bank account to return to my country, I accessed and updated the information. A month later, my debit card stopped working and I found out that the bank had sent a request to corroborate more of my personal information but I was never notified and by not sending the information the bank unilaterally closed my account. Sending the funds that were in it in a check to a registered address in which I no longer resided, since I am in my XXXX XXXX XXXX. So I am without any of my money and the bank does not want to provide me with any type of solution, much less support considering the condition I am in. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for at least a couple of years since the process is very slow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am petitioning for my fianc to be granted a fianc XXXX Visa. This requires me to submit USCIS form I-134 ( Affidavit of Support ) along with several required documents. The instructions to file form I-134 ( attached ) clearly states that I should submit multiple specific supporting documents with the form ( Page 5 ). One of those documents is a letter from my bank detailing : 1. The date my account was opened. 2. The total amount of deposits for the last year. 3. my current balance. Regions bank has been difficult the whole process which I will detail below but the end result was that I was charged for a letter that did not include all of the information required by the XXXX XXXX Department. When I asked for the letter to be amended to include the total amount of deposits for the year regions bank refused my request because it would be to time consuming. I explained that the letter is needed to prove I make enough money to financially support my fianc and that the total amount deposited was the most important part of the letter because in conjunction with my tax return it shows how much money I make and have access to each year. The manager ( XXXX ) over the contact and support department refused to amend the letter. I asked for a letter or statement from her saying that she would not provide the information I need so that I could submit it with the other letter and hope that whoever interviews my fianc would not punish me for not including the information they require. I asked for the {$30.00} fee for the immigration letter to be refunded as I never was provided with the letter that I need. I also mentioned all the hoops I had jumped through to get the half completed letter in the 1st place. It was denied although she did suggest I go to a branch and ask them. Also i asked for her manager and was not given that information. I work in a field that involves investigations and I know from experience that when I request information and I am given all the information I want except for 1 specific thing then it is a red flag and typically means that they are hiding something they don't want me to see. If the consular officer is as suspicious, jaded, and paranoid as I am then he or she would demand to see an amended letter from the bank that includes all required information. Reliable statistics are hard to find but its my understanding that its common for the consular office to request more information if they don't get everything they want the first time. This would be devastating for both my fianc and myself. Not only are we both miserable after being apart for multiple years, but if her entry into the country was delayed it would disrupt our marriage plans and even cost us well over {$3000.00} in tax benefits. With so much on the line I am doing everything in my power to ensure that I can be with my fianc for XXXX. In addition to being outright denied the letter that I must submit along with my I-134 I would like to make a complaint about the process for filing the letter. They don't have time to do anything but a base form letter but they charge {$30.00}. 1. On XX/XX/XXXX I went to the branch on XXXX XXXX in XXXX, Alabama. I asked about how I should request a letter for immigration purposes. XXXX XXXX, seemed to be helpful and explained that the do not do the letters and I would have to reach out to the third party that handles it verification.com. The problem is that website has a domain that is up for sell. 2. Ok, things happen and policies change. She just didn't know. I contacted the main office by phone and was connected with a woman. She seemed confused at first, but she explained it would be a {$30.00} fee and that it would be mailed right out to me. I made a point to be clear that I needed all 3 things form the I-134 instructions but she blew me off as they do those all the time and they know it. 3. The lady on the phone whose name I didn't get told me it would be 5-7 days before I got the letter through the mail. I waited 2 weeks ( I think ) before I reached out to regions again. Their online chat option is suppose to be faster so I used it this time. She looked up my account and told me my request had been denied. The fact that it was denied didn't bother me. I understand that their are legal requirements and that a written letter requesting that they release my info while annoying could be the responsible thing to do. That was fine if there had been information on the website or anyone had told me I needed to write a letter I would have done it at the start. What annoys me is I received no letter or any other communication saying they weren't going to send me the letter. Had I not started the letter when I did I could have run into major issues timewise. 4. I decided it would probably be easier to go to a branch so I went to the one in XXXX XXXX, Alabama. There the gentleman seemed to genuinely want to help, but he had never heard of anything like I was asking. No one in any of the 2 branches I visited had any idea on how to request a letter. He printed out all my statements for the year and said this is all I know to do. I considered using what he had given me, but I was afraid that because it wasn't what the Instructions for form I-134 says to submit that I may anger the consular officer by making him sort through a mountain of paperwork and do the calculations himself. 5. I followed the procedures I was given through their chat function on their app to the T and faxed a letter ( dated XX/XX/XXXX ) requesting that the make and send me the letter I need. Please see my attached letter. XXXX. A week later ( XX/XX/XXXX ) I received a letter saying it had been rejected again because my signature did not match the one they had on file. I called the number on the letter and finally got in touch with someone who works in that specific department. She was a sweet lady and she calmed me down because by this time between the upcoming deadline of my fianc 's interview I was both furious and on the verge of having a XXXX XXXX. She did originally say my signature looks the same to her and she didn't know why it was rejected before switching and saying they are different. I don't know if the first time my signature was captured on a digital sign thing or what, but when I went to the branch in XXXX XXXX it looked slightly different. I give them that. Why it wasn't an issue when I took out a mortgage with them I don't know. They gave me no trouble when I was taking out a mortgage. Admittedly my signature can vary sometimes and correcting the issue wouldn't have been a huge deal if not for all the other problems. 7. Anyway the lady at the branch didn't really know how to help me and at one time we had 3 different people trying to figure out how to fix the problem. I don't have a problem with the people at the branch as they were nice and great, they just had never heard of my situation. I recommend more training as the people in the main office didn't even know that the people in the branch can't see all the things the people in the main office can. The manager thought about writing a letter but scared when he read the instructions. he told me i had to go through the main office. One of the bankers at the branch checked my ID and sent the main office a letter saying it was really me and that she didn't know how to update my signature but here it is. XXXX. XX/XX/XXXX I received a XXXX notice rejecting my request that was identical to the XXXX letter. XXXX. I called the number on the letter again and the lady who picked up the phone after being on hold for about an hour. She looked at my file and said she would write the letter. I don't know at this point if they are just messing with me or they just wanted me to call and verify my identity or something. I have no idea why I got a second rejection letter because she agreed to do it without any new info. XXXX. The very helpful lady said that if I giver her an hour I could go have the local branch print it out. They don't do emails but since I was saying I needed it today she said I could do that. I went to the XXXX XXXX branch XXXX hours later and they didn't know how to pull it up and print it out. the banker at the branch called the same number i did and i watched and absolutely hilarious situation go down where the guy at the main office was trying to verify her and their verification process means calling her on the same phone she is using. Of course it ended up with them getting disconnected when she put him on hold. We waited on hold for maybe 15 minutes and finally got someone on the phone. they spent probably 10 minutes doing the same verification dance. I suggest they use email, or teams or something because the phone call thing is a train wreck. Not the lady at the branch 's fault. 11. He finally walks her through printing my letter out and i get to my car and decide to read it where I find out the didn't include the total deposits for the year which is the main thing needed to show that I have steady money coming in. 12. I originally went back in the branch, but she had a line of people she was helping and she basically said she had done all she can for me and i should call the main branch back. 13. I have already talked some about my conversation today. The lady originally told me I have to ask specifically for the total deposits to be included. When I told her I did and I included it in my letter she back tracked and said they don't do that. The I have detailed my conversation with the manager. I will try and add that she tried to bluff me and tell me that they had researched it and that was the only info I needed. She took back water when i explained to her where exactly to go to find the info that she had spent so much time looking for. I don't know no that any of the individual people I have dealt with are bad at their job, but as a whole the level of incompetency is pathetic. What should have been a 5 to 15 minute process to a web portal as taken a whole month and probably at least 10 hours, and I still never got the letter I need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 356XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This account is a fraudulent account. The police report of the identity theft and theft was already provided to Regions bank back in XXXX. XXXX XXXX XXXX identified that I was an actual victim of Fraud where my purse was stolen with all Identification, debt and credit cards were inside. Per my notes I spoke with an XXXX XXXX where the charges were supposed to be cleared out the system. I not responsible for this debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXXXXXX XXXX XXXX I was going over my company 's BP Business Solutions Card Statement when I noticed that there were 2 charges for fuel purchases of {$500.00}. One was on XXXX and the other was on XX/XX/XXXX from different XXXX locations. The same day I called BP to dispute the charges. I have been with them for 5 or more years and my fuel purchases never run over {$45.00} or {$50.00}. I told them that these were not my company 's purchases. The BP Representative asked me many questions and when I had answered them, he said I would be contacted by BP after their investigation was completed. Can't remember the exact amount of time they told me but when I didn't hear back from them, I called BP. When I asked the BP Representative about the progress of the investigation, he told me the case was closed because they did not receive the documents, they emailed to me to sign and return to them. When I told him that I was never instructed to sign anything and that the email they sent me said only that documentation for both disputes was attached, which I took to be copies of the dispute taken over the phone, he said there was nothing he could do, and the case was closed. I also talked to the representative 's manager who told me the same thing. Additionally, I followed up with and email on XX/XX/XXXX and did not get a response. Recently, I found your website hoping that you would be able to help me with this situation. I called and was told to fill out a complaint form online. I am attaching copies of BP Mastercard dispute information emailed to me and my email response to them requesting that the case be reopened based on my explanation as stated above.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08080
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received a {$100000.00} check from XXXX insurance for a hurricane Ian claim. Regions released the sum in stages subject to their inspections that confirmed the repairs were made and completed. I then received an additional payment from XXXX for the remainder owed for that same claim. Regions is refusing to issue that check to me, for > {$140000.00}. They have the check now for over a month - generating interest for themselves on my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Problem when making payments
Subissue:
Consumer Complaint: The minimum payment can not be changed. I attempted to take a {$50.00} minimum payment and increase it to {$300.00}. I attempted this online and talked to a representative and was told " It is a new system and it does not allow us to set that up. '' So a loan structured for 3 years would take 20+ years to pay and I'd be responsible for tens of thousands of extra interest. This is super shady and certainly stacks the deck in the bank 's favor. Anyone not paying attention would be fleeced by this despicable practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75082
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was contacted by a team of scammers that over the span of 9 days for hours a day convinced me my accounts were compromised and I needed to wire money to a secure encrypted account through the US Embassy in XXXX XXXX. I have already filed police reports and an IC3.gov. I have also filed a police report in XXXX XXXX. I have been advised the money is gone. My real issue is with the bank, Regions Bank that i feel did nothing to protect me against elder abuse. On XX/XX/, I went into the XXXX XXXX location, spoke with management, XXXX and asked for a wire to XXXX of all places in the amount of {$48000.00}. XXXX did ask what the wire was for and the reason for it. On the wire itself it appears to be stamped helping a family friend. I know no one in XXXX let alone XXXX and I was coached for hours to say these things. I have banked with Regions since moving to Texas and has never withdrew amounts like that. And although I am the only person listed on the account on XX/XX/ it is my belief Regions had not only a fiduciary, ethical, but above all else a moral responsibility to represent the interest of their customer, me. It is my opinion that boxes were checked and Regions moved on. They did the bare minimum and wrote it off. On XX/XX/XXXX XXXX XXXX I entered the XXXX XXXX and wired another another {$140000.00} to XXXX. There is a pattern developing. A customer who has banked with Regions is now wiring large sums of money one would say clearing her account and it happens again after a basic set of pre prompted questions are raised with little to no depth in the responses. This wire was stamped with business start up. There are now two different responses in the span of 3 days, that should be a red flag to someone. I am not sure how many customers Regions has that takes the bulk of their account, wires it to XXXX for a business start up at XXXX years of age? This shouldnt be a red flag this should be I need to step in. By the time the XXXX is observed its too late. Further the amounts are increased well over double. On XX/XX/, I entered the XXXX branch and attempted to wire {$240000.00}. The manager fearing a scam asked for documentation which I didnt have. I left and returned to the XXXX XXXX location and withdrew {$240000.00}. XXXX asked whatever questions he asked and the wire was sent. I know XXXX asked questions. I learned of this on Saturday XX/XX/ and took immediate action. But the manager at the XXXX location did nothing to alert other branches which Im under the impression is their policy. My son also has this recorded with the bank. I spent the morning with my son at the branch with XXXX on XX/XX/. My son simply asked what steps Regions was going to take to make this right. The response I received was in part I did my job at the end of the day the money is yours. I stated the banking community needs to do something on a national level to which XXXX agreed. I dont hold XXXX solely liable I hold Regions liable because obviously this happened at two branches. XXXX told me how well coached I was and that he teaches classes on this subject. Full disclosure this conversation was recorded for record keeping purposes. I dont know how a XXXX XXXX XXXX, XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX when she doesnt get that cup of morning coffee became a deceptive, lying telling lady capable of deceiving XXXX grown men one of which had a former career in corrections. This is not an attack on XXXX, nor the manager at the XXXX XXXX. But this is notification that it is my belief that Regions failed their customer on three separate occasions. I was victimized, picked at random and her banking institution asked a few standard questions and off the life savings went. If we only check boxes how can we ever expect to get better, learn, grow. Asking standardized questions result in standardized results. I believe if we subpoenaed footage from the three wires we would see very little to protect my interests. My son had asked for the policies on elder abuse identification, fraud, wire scams, etc. they have not turned them over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Fraud for {$22.00} ; XXXX on my Comdata card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 785XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened a bank account with Region 's Bank with the expiations ' of receiving a {$300.00} opening fee within 60 days and was denied funds
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A