REGIONS FINANCIAL CORPORATION

2018-08-03

KY

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: Posted a cash deposit on XX/XX/2018 in the amount of {$800.00} well before the XXXX XXXX cutoff. Regions did not post this deposit to my account XX/XX/2018. The money just saw there even though, it was coming directly from my checking account. On XX/XX/XXXX, I was told by XXXX, the credit card supervisor that it takes 48-72 business hours for cash deposits to post to an Explore account. I attempted to explain that I had never experienced this type of undue delay with a cash deposit. She was rude.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-03

Monterey, IN

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I was charged an overdraft fee for a posted item that didn't actually overdraft my account. My balance after the posted XXXX XXXX transaction was {$1.00}. There are 2 pending debit card transactions that have not hard posted yet. I have been in XXXX for 18+ years and I've not seen where a customer is charged for " pending '' potential overdrafts. My posted balance after the overdraft fee of {$36.00} is XXXX. How is that?? I used the wrong debit card at XXXX XXXX yesterday after XXXX. As soon as I realized this, I deposited {$2.00} to cover the difference. In my experience an overdraft fee is assessed the following day after the item hard posts to the account, giving the customer time to correct the overdraft. I also thought most financial institutions had implemented the no fee if overdrawn less than {$5.00}. Perhaps Regions is not one of them. I still think the way my transaction and fee were presented on the same day still not resulting in a posted actual overdraft, is more than shady. I'm really hoping this is some kind of system error and it will be corrected. I emailed Customer Service about this and was given a templated response regarding their posting order. " When a purchase or withdrawal is made with a XXXX, those funds are immediately held ( or " frozen '' ). Purchases made with a XXXX have been guaranteed to that merchant and represent goods or services that have already been received. This means that during processing each night, there must be enough funds available in the account to cover the items that are posting and the items that are still pending. The balance in the account before posting on XX/XX/2018 was {$6.00}. There was 2 transaction pending ( holding ) for {$2.00} which left an available balance of {$3.00} for us to pay the items posting to your account that night. There was then 1 item presented for payment on the account for {$5.00}. We paid the items for you, but the account was charged the overdraft fee since the funds were not available to pay the item. Even though the funds were in the account, they were not available since they had been guaranteed to other merchants for the pending items. I know this can be complicated. To make things easier to understand, we provide a breakdown of your balance on this date ( or the date of any overdraft occurrence ), from your Account Details screen. All you have to do is click the green fee name in the description column. This will allow you to view the Overdraft Notice. '' So I will now pay {$36.00} X 3 for a difference of {$2.00}. I will now get charged 2 additional {$36.00} fees for the " held '' {$1.00} and {$1.00}, even though I deposited enough money to cover those. Since they charged the {$36.00} fee for the {$5.00}, and {$1.00}, and {$1.00} ... .but because the {$1.00} & {$1.00} are pending, when they post tonight, they will charge me OD fees for those AGAIN. I have never seen transactions pending handled this way in banking. It is thievery and should be a violation banking acts. The way these transaction reflect on my statement doesn't even reflect this logically. I was charged an overdraft fee on the same night that the transaction posted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-03

GA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I disputed a fraudulent transaction with Regions Bank. Dispute me filing an affidavit and them closing my card due to fraud they deemed the charges valid without ever contacting the merchant where the fraud occurred. I was charged two ( 2 ) times that I did not authorize after doing business with the merchant months earlier for a completely different amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-02

Jacksonville, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-02

FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: This company has had many issues since they changed their system back in XX/XX/XXXX. The issues are as follows : 1. Website changes resulted in a poorly functioning website, which constantly has code errors. I can not even order cards or do most basic functions which they try to tell you to do online. The " enable support '' button does not even work when you contact them for help. I spent almost a full year last year calling 2-3 times a month notifying them of the issues and requesting that it be fixed. It never was. 2. Billing issues galore. - Their normal time between bill sent and payment due is 14 days. Even when a check is mailed on the day the bill is received, they still post the payment late and they charge exorbitant fees and interest. - Using their online payment is problematic as well. I tried to pay my statement balance on XX/XX/XXXX and their system would not allow me to pay the full statement balance. They could not explain why. I was told today that they know of a few accounts this is affecting but do not have a fix yet. When I received my bill on XX/XX/XXXX, it shows a past due for the amount that it would not let me pay before, even though the person on the phone, XXXX, assured me that it would not happen. - When they credited back fees ( the XXXX one was in excess of {$1500.00} ) they force you to pay the whole amount, including their error, and it will be fixed in the following month. If you do not pay that amount, they freeze your account, even though you actually did not owe the money. They state they have no way to apply the credits right away, they can only be applied to the next bill. - Allowing merchants to submit payments 8 months later and backdated to that time. ( I received charges from XXXX on my XXXX statement ) XXXX stated that they do not have rules or timeframes in place for merchant submissions. They also do not have a way to start disputes with a phone call, they make you go to the website, which, as per above, is problematic. When you select the " other '' for dispute, it tells you to call their customer support who can not file the dispute! They tell you to file the dispute with the vendor. I reconcile my pending charges every single day into an XXXX spreadsheet then reconcile them against the posted transactions when the bill is issued. These charges were not included anywhere in XXXX or any other bill until the one sent on XX/XX/XXXX. Being a XXXX company, we have every 6 months financial statements done by an accountant. The first half of my year has already been closed out and I can not add in expenses without causing major problems. Also, after this amount of time has transpired, I can not be sure that these are legitimate charges, as my guys are not going to remember where they stopped for fuel or whatnot 8 months ago. 3. Call center issues - When they did their changes in XX/XX/XXXX they started using international call centers. This has caused many issues. Most times I am connected with someone in another country who I can not understand through their accent. Also, every single time I have called customer service to have an issue on my account fixed, they have created even more problems. One example is calling to increase limits on a card resulted in that card being blocked. The customer service reps do not seem to understand how to properly correct issues. Also had numerous times where they can not understand simple explanations, most likely due to the language barriers. I have contacted the XX/XX/XXXX for issues with this company before, and though promised the issues would be corrected, they have not. If anything, it has gotten much worse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-01

Scottsdale, AZ

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-08-01

Una, SC

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2018-08-01

Mount Juliet, TN

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2018-08-01

KY

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Overcharged for something you did purchase with the card
Complaint: In XX/XX/2017, I opened a secured ( XXXX ) credit card account with a credit limit in the amount of {$1000.00}. On XX/XX/XXXX, Region 's approved a transaction in the amount of {$1300.00} to XXXX Car Rental. This transaction should've been declined as it clearly exceeded my credit limit & I did not owe this amount to the merchant. The merchant contacted me on XX/XX/XXXX at XXXX XXXX and advised that I had a balance due of {$270.00}. XXXX Manager, XXXX XXXX, had no right to steal these funds from my account on XX/XX/XXXX. Region 's was aware that multiple irregular transactions had been entered on XX/XX/XXXX by this same merchant & subsequently had to flag my account as a result, so Region 's should've declined this questionable transaction on XX/XX/XXXX. I have a stellar payment history with Region 's & Region 's failed to protect me from financial recklessness on behalf of this merchant, ( XXXX ). I have never at any time authorized Region 's to pay for services that exceed my available credit limit. Approval of transactions that exceed a customer 's credit limit, against the customer 's wishes should be illegal, what is the point of having a credit limit if that amount can be involuntarily exceeded? This illegal transaction impacted my credit report & score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-01

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-01

Valrico, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

NY

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: Dear Sir/Madam, I got my XXXX business credit card for its fuel program in XX/XX/XXXX, with Account # : XXXX and business Name : XXXX XXXX XXXX. The credit card 's spending limit is only {$200.00}. Unlike other gas companies ' gas credit cards, such as XXXX XXXXXXXX XXXX, XXXX does not provide monthly auto-payment service to cardholders. If cardholders miss the monthly due date, XXXX charges {$75.00}, a very high late fee comparing with its very low credit line. Cardholders have to be very careful for making one-time only online payment by the due date to avoid the late fee. I phoned XXXX customer service to complain their lacking of auto-payment service, which is very important for cardholder to avoid late fee. However, XXXX still does not provide the important service. I forgot to do the one-time online payment to my balance ( {$48.00} ) in XXXX ( statement attached ), XXXX charged {$75.00} late fee on my balance in XXXX ( statement attached ). I wrote online complain to XXXX on XX/XX/XXXX, who responded me an email ( attached ) on XX/XX/XXXX stating that I qualify for 50 % off the late, finance fee waiver. I wrote another online complain to XXXX to request a 100 % waiver of the late fee. XXXX responded me another email ( attached ) on XX/XX/XXXX stating that I am not eligible for a fee waiver. I phoned XXXX customer service to inquire the waiver on XX/XX/XXXX and XXXX. Eventually XXXX credited {$37.00}, 50 % of the late fee, to my balance on XX/XX/XXXX ( attached ). Since the late fee charged to me is mainly XXXX 's failure to provide cardholders auto-payment service, I hope the CFPB could help have XXXX credit the other 50 % of the late fee to me, and help have XXXX provide auto-payment service to cardholders for avoiding the very high late fee in the future. Thank you so much for your kind help. Best regards, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

St Louis, TX

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Application denied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My name is XXXX XXXX and I'm emailing you in regards to my personal checking account. I recently had an issue with fraud on my account. I reported it to the fraud department. They sent me an affidavit or summary of the charges I reported. The same week I faxed them a copy of my hospital discharged papers showing that I had XXXX and stayed in the hospital during the timeframe the charges occurred. Before Regions could even do a proper investigation, the department had denied my claim and refuse to return my hard earned money. Im not sure what more information I can provide them to show that I shouldnt be held responsible. What more information do they want from me? Do I have to send pictures of my XXXX from my XXXX? Do I have to get witness statements from the nurses and doctors at the hospital or do you want witness from my family the watch me lay in the same bed for a week. I didnt have possession of my card. In the letter Regions sent, it stated that the transaction were verified with my credentials. In previous years, I went through identity fraud and my ID card, social security card and other information was compromised. My pin for my account was the date of my birthday and with all the scammers out there it must have been a way they figured it out. I even offered to provide the identity theft police report copy from police department when I receive it in the mail but instead the claim was denied before I could even do it. That shows me that it wasnt a proper investigation. Its very frustrating that I have to worry about recovering from my health issues and that bank thats suppose to protect me isnt. Im asking that you appeal this decision and actually take the time to investigate before loss an account. Im highly upset because the claim was ill investigated and it's not fair how they just denied it for no reason. I went through all the steps to help the bank to solve the problem and you guys didn't even take the time to properly protect me as a consumer. I sent proof showing I wasnt able to make the transaction I filed the police report like they Regions ask me to. Now Regions want me to wait until the police detective try to Identify the person and evidence. Telling me how are the sure that I didnt authorized a person to make transactions. Because I DID NOT AUTHORIZE ANYONE TO USE MY CARD AND I DID NOT GIVE ANYONE MY PIN NUMBER. The fact Im catching more heat over this than the actual theft is mind-boggling me.The police officer told me even if they are lucky to get the video surveillance, it could take months for this matter to be handled. I have bills and other obligations to handle with MY MONEY. I feel as though, if numerous big transactions are made as a bank, Regions should have blocked my card and contacted me to verify that these transactions were mine. I have seen plenty of other banks do block cards and their fraud department verified by text or call, so why not Regions? Regions is sending me, the victim on a wild goose chase to get my money back and thats there job to insure my money is protected. They keep trying me, that cant get the video footage, they cant communicate with the other institutions involved, they cant investigate. Well what can Regions do?? I put my money in Regions bank because I trusted the bank to do their job, which is to protect my money. Instead I didnt get the help I deserve and scammed out of my money. I recommended my peers to start their bank accounts here, had I know how poorly Regions thought of their customers I would have never recommended them to trust Regions with their money. The next steps are that I report my situation to the federal reserve, fdic because something has to be done. Even if I have to use media and news outlets. I will receive fair treatment. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

TN

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: In XX/XX/XXXX, after a car accident, I paid a portion, insurance paid a portion for car repair and rental of car. In XX/XX/XXXX Regions Bank began issuing a bill for the car rental. I have paid some on this bill, even though I do not believe I own this bill. The bank has been billing for this, since XX/XX/XXXX. The amount now due in XX/XX/XXXX is {$910.00}. I talked to the local bank branch, they could not resolve this issue. I sent a letter to the Regions Home Office in XXXX or XX/XX/XXXX. I did not receive any reply from Regions Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

Charlotte, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: In early XXXX we received a statement showing a payoff amount and due date of XX/XX/18. Regions bank proceeded, with no notice to us, with reporting a 60 day late report on an amount that was included in the payoff statement that gave us a due date of XX/XX/18. They reported to the credit bureau without notification except for another payoff statement sent out in early XXXX, again showing a due date of XX/XX/18 for the total amounts including late payment amounts. This payoff information was misleading regarding the payoff due date and amount. See attachment for a full account of what has transpired. Thank you! M
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

Brentwood, TN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Unauthorized transaction. I have a police report and a email statement that it was a scam and pulled into fraud account. Regions will not refund! I had money stolen from my Regions Bank Account on XX/XX/2018 one transaction for {$5000.00} and one for {$3700.00}. I called to inform them and they said they would be glad to report the claim. I got a police report and an email saying money was pulled unauthorized into a fraud account and was a scam incident. Regions Bank denied a refund. They did not notify me and help in anyway to stop this and when found to be a scam and stolen without my authorization, they refuse to refund my money back to my bank account. I have tried going to the bank, over the phone, and by mail. They refuse to take responsibly for allowing my money to be hacked and stolen from me. My name is XXXX XXXX and my bank account is XXXX ( opened in XXXX, MS ) and last 4 digits of the card was XXXX. All of this money was pulled into a fraudulent account. It bought cryptocurrency and I did not authorize these transitions and want Regions to put that stolen money back in my account. I have a police report XXXX. Which states money was stolen and unauthorized. They lied and said they talked to the company. I called and the company said they never spoke to Regions and would not speak to banks for any reason. They just don't want to take responsibly for allowing these to happen and not being accountable for their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-07-30

La Fayette, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-28

New Orleans, LA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Regions Bank in the city of XXXX XXXX LA. has debited my checking account for 18 unauthorized debits of {$19.00} each. These debits were for XXXX credit reporting co. 16 of these debits caused a NSF charge of XXXX each. The debit total for XXXX is {$350.00}. The total charge from Regions Bank for NSF charges are {$460.00}. I have had no contract or account with XXXX, since XXXX of XXXX when I cancelled my account with them. Yet on XX/XX/XXXX a recurring card transaction for XXXX that says XXXX consumer XXXX XXXX XXXX XXXX XXXX GA. XXXX ending with the last XXXX numbers of my debit card account which is closed now was XXXX. The last debit from XXXX is dated XX/XX/XXXX for XXXX, all debits from XXXX are {$19.00}, there are XXXX total debits from XXXX equaling {$350.00}. I have made repeated calls to XXXX and only get promises from them to investigate, never any replies or results, or they say they have no record of these debits. I have faxed the bank statements to them to show them proof of their debits, but nothing was said or done since my first contact with XXXX on XX/XX/XXXX.This is when I first noticed these debits while looking back on my bank statements. I would like these funds credited back into my account. This is fraud by XXXX. The second problem is Regions Bank and the very unprofessional and unlawful way they are handling this matter. This bank is in violation of the Electronic Fund Transfer Act, U.S.C.5531 ( a ), 5536 ( a ) ( 1 ) ( B ), ( unfair, deceptive, or abusive acts or practices ), FDIC Law and Regulations. The manager of the XXXX XXXX LA. branch of Regions Bank, XXXX XXXX, was notified about my problem and their violations of FDIC Laws.She agreed that it was wrong to charge a overdraft fee for these transactions because the bank did not obtain an affirmative " opt-in '' for my debit card account. XXXX XXXX reassured me that the she would correct the problem immediately. Many days passed and many phone calls were made, nothing was done, no credits back to my account. I did get one answered phone call by XXXX XXXX telling me that she had to get final approval from her supervisor because of the amount, a XXXX XXXX XXXX. I have placed many calls to XXXX XXXX but no answer, no returned call. Every debit from XXXX caused a NSF charge, please see CFPB XXXX order in the matter of Regions Bank, File No. 2015-CFPB-0009 violation of Regulation E, 12 C.F.R. 1005.17, the implementing regulation of the Electronic Funds Transfer Act 15. U.S.C .1693 et seq. ( EFTA ). Deceptive representation etc. After 2 weeks of calling to follow up, as of 7/27/18 I have not received a call back from any management personnel of Regions Bank. Regions Bank charged my account {$460.00} for NSF charges this is a Federal Law Violation as per the CFPB CONSENT ORDER.. My total lost is {$460.00} from Regions plus {$350.00} from XXXX, total loss is {$820.00}. Regions bank has been reprimanded severely by the CFPB for the mentioned Federal Violations / see CONSENT ORDER. Regions Bank has maintained a very low level of cooperation in this matter, hinging on fraud at mid level management. The people mentioned are uninformed, uncooperative, and seem to be unfit to hold their positions at this bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-07-28

Dyer, TN

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-27

Villa Rica, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-26

Sweetwater, TN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-26

Bremen, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/XXXX I noticed that I had an NSF Fee of {$72.00}. I called to ask why and I was told that I was overdrawn because I had a PENDING monthly charge of {$9.00} from XXXX. On XX/XX/18 I was charged an additional {$36.00} after the XXXX charge changed from Pending. I called again to ask why and I was told that this charge was from the XXXX charge of {$9.00}. When I confronted the representative and told her that the last person I spoke with had told me that the initial charge of {$72.00} was for the XXXX charge, she changed her story and could not explain all of the charges. Regions bank has been doing this for years and I am ready to close this account. They say that these are normal procedures, but I have accounts with 2 other banks and I never have any problems and do not get charged overdraft fees for pending transactions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-25

Acworth, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-25

Kendall, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response