My complaint:
I was trying to activate a bank card that had been sent to me a few months prior (I was waiting for my old one to expire). I could not activate it on the app or through the automated phone service, and I figured it was because it was a few months old. I went to the chat to ask if I’d be able to activate the card. I did NOT give any of the card information, I simply said I was looking to see if I could activate a card I’d had for a few months. The agent told me that the card was activated. I asked how the card was activated if I hadn’t given them any of the information yet. They told me there was only one card on the account. I asked if they could verify the card they’d activated. They again said the only card on the account. When I gave them the information for the card I had, they informed me that was not the card they had activated, but rather they activated a card I didn’t even have in my possession. When I asked her why she didn’t verify, she said any agent would just ASSUME that was the card I was trying to activate, instead of verifying first.
Suggested solution:
First and foremost, all card information should be verified BEFORE activating any card. Every other service I have verifies that the card you have is the card you're trying to activate, so that you can avoid this very situation. The fact that the agent told me that is not their practice, and that they don't have to verify the information before activating a card is very concerning for the security of my money. Secondly, Regions should send either an email or account letting the customer know that they should be expecting a new card in the mail soon.
