REGIONS FINANCIAL CORPORATION

2018-03-09

Gluckstadt, MS

Fees or interest

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

Problem with fees
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

2018-03-09

Coconut Creek, 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

2018-03-09

Antioch, TN

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 explanation

Timely Response

2018-03-08

Memphis, TN

False statements or representation

Debt collection: I do not know

Impersonated attorney, law enforcement, or government official
Complaint: XXXX Call said regions bank collection. I work for XXXX I do not owe a debt never applied for any loans within the regions bank. Consistently calls my parents house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-08

Liverpool, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Complaint: Bank tells me my CD was redeemed in 2001, but refuses to give me any other info such as " by who '', " where '', " exact date ''. I have never redeemed this CD. This comes after the bank telling me they couldn't find any info on my account, even after, what they call, an extensive search. After my first complaint, they suddenly found info on it, but only stated it was redeemed in 2001. Any and all info on MY account should be turned over to me. I am the account holder. I keep getting told to visit local branch for more info, but the local branch keeps telling me they have no more info to give.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-08

Fort Worth, TX

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

2018-03-07

FL

Trouble during payment process

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

Complaint: Due to Regions corporate inability to take care of a dedicated customer such as myself, they have crippled my ability to buy a home for my family. An annual late fee added to a Heloc home set my loan into back pay. A fee they no longer charge customers on heloc loans. I have proven my prompt monthly payments for years, never a day late as it is on autopay, and due to their lack of customer communication they have destroyed my credit. My score was an XXXX when last pulled prior to this incident. Last credit report pulled showed me at an astronomical drop to XXXX, XXXX, and XXXX supplied by the three credit bureaus. Employees at the local port orange bank have stated that there are many problems with my account and online access, and have tried to fight my case to their Regions corporate. They have recently had to reopen my case due to the continued inappropriate care of my account again. I am still not receiving statements, even though I have asked multiple times. They are also not supplying statements on line, nor can the bank pull statements to help me, even with request to the IT department. I have also not received communication via their corporate or customer service call, even though I have requested it multiple times. This all was uncovered when I was surprisingly declined for a home loan. With my 25 % saved up to put down, and not a thought that I had any bad marks on my credit, I was shocked to find out that an account I have religiously paid was the only flaw keeping me from getting my family a new home. The following information will provide intricate details of this issue. This event started with me applying for a loan for my new home and the loan agent telling me due to the issues with Regions bank I could not be given a loanThat is when the phone calls to Regions bank started on XX/XX/XXXX. The first call I was on the phone for 2 hours. I spoke to the mortgage department where the representative, XXXX, stated all she could do to help is remove the last 2 late fees. Then she transferred me to collections and stated they would be the only ones that could help me remove the rest of the late fees dating back to XX/XX/XXXX. I was then transferred to XXXX in collections. I was told she could not help me get these removed that I had to contact customer service. What she did tell me is that to pay on the {$680.00} of accrued back fees to get my account to date. In looking at my account she told me that the issue started in XX/XX/XXXX, with an applied {$50.00} annual fee. She told me that they were sending me statements, which is not true. I have not received a statement in over a year. I did however call regions with an address change 2 years ago which was not portrayed in the system. When talking to one of the departments about this they told me I had to contact 3 departments to have all addresses changed in the system. I asked why I was never emailed or called or in any way alerted to the issue. The collections department stated they sent statements and they do not have to send emails or call as a follow up. I was amazed at the lack of customer concern by Regions, especially for a customer that was consistent on their payments for the entirety of this loan. This call took two hours. Later that day, after my work meeting, I called in and spoke to Customer service representative, XXXX, as directed to do. She then told me I had to speak to the mortgage department again, and transferred me to XXXX. She was not able to help me, and became irritated. I asked to speak to her manager which she transferred me to, XXXX XXXX, team leader. He was not able to tell me anything other than what the other collection agents said, and then became very short tempered and started speaking slang after I asked to speak to his manager to help me rectify this detrimental problem. It was then that he told me I didnt even deserve to have my two late fees removed earlier by his employee XXXX, and that she would be spoken to about it. When I again asked to speak to his superior, he said she wasnt at her desk and asked me if I would like to hold. I held for 20 minutes. He came back to the line and said she still wasnt at her desk, and asked if I wanted to hold again, which I agreed to and was placed on hold for another 25 minutes. When he came back to the line I asked for her name and number because I had to board the plane. This call took almost 3 hours. After getting no help from the phone mortgage team, I decided to go into Regions first thing the following morning on XX/XX/XXXX. The Regions team at XXXX XXXX was very apologetic for the way the Regions team treated me on the phone, and understanding of my spent hours with them and concern that this issue was being dismissed without any help to rectify my credit score and account standing. Making it impossible for me to be approved for a loan for my new home. It was then that I supplied all my statements showing dedicated, always before due date, payments consistently made and proven via on line transactions through XXXX XXXX XXXX since XX/XX/XXXX. Also with proof that I had plenty of funds to pay my loan as well as a down payment for 20 % of the loan I was applying for. I expressed my interest in applying for a loan through Regions for the condo I am trying to purchase for my family home. XXXX XXXX then dug into my case and tried to help me rectify this issue. It was also discovered that my two late fees that were granted credit previously by XXXX were removed after the phone call with XXXX. The mere fact that I have not been contacted other than their said possible attempts by mail does not constitute as Regions said relationship banking for a dedicated client like myself to Regions since XXXX. It was discovered during my visits to Regions that this all occurred due to a {$50.00} annual fee, and that this fee is no longer accessed to loyal customers such as myself for Heloc loans. I went back to the bank on XX/XX/XXXX and was told to pay and get my account back to good standings so corporate would see I had every intention on being a good customer. I paid the XXXX for all late fees and accrued money on the account. I also opened a savings account. I then waited for them to further contact the corporate headquarters. I asked during my visit to make sure my address was correct in the system as I wanted paper statements sent to me. I was assured it was. I have yet to receive a paper statement. I called weekly as well as emailing with no answer back from their corporate. I visited the bank again in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, with no answer back on my account. I then forwarded the situation to XXXX XXXX XXXX, Regions Vice president and Consumer banking manager, on XX/XX/XXXX. She did not reply. I was told in XX/XX/XXXX that my situation did not look promising, but still I received no definitive answer and continued to call with no prevail. On XX/XX/XXXX I received a call from the XXXX XXXX agent. I called back, and they said my account was paid and nothing was wrong. I then received another call on XX/XX/XXXX from the collections department. I spoke to XXXX and she said she didnt know why my number was on the collections list, and that my account isnt overdue. She also noted the payment isnt even due until XX/XX/XXXX, so this made no sense that I was contacted. She also said they had a new dialing system and that it was calling wrong numbers, and mine must be one of the wrong numbers it was dialing. Not trusting Regions bank, I went on my online account, since I still had not received a statement to look at. Online I could not access my statement only my account history, and saw that they put a late fee on my account in XXXX and it increased my payment over the amount I was having deducted monthly from my bank account. The amount I pay is over what was due to add protection and pay my loan off quicker. I was not able to obtain a statement online, so I called XXXX to find out what was going on with my account. She put a ticket in to obtain my statements on XX/XX/XXXX since she could not get them online as well. She still has not received them, and she works for the bank. I went back into the XXXX XXXX branch on XX/XX/XXXX, and sat until I could speak to the XXXX supervisor, XXXX XXXX. He was not able to see what was happening in my account either. I asked him about finding an answer to the initial problem that jeopardized my credit as well as this new issue. I then sent XXXX XXXX XXXX, Regions Vice president and Consumer banking manager an email. I have yet to receive a response from her throughout this entire process, even though I have requested her to contact or meet with me. Since my last visit I have called and emailed twice a week until XXXX was able to bring me in and talk to me on XX/XX/XXXX. He told me corporate said the bank was not at fault and could do nothing to help redeem my credit. He noted my account was past due {$260.00}, which I can not see online and do not receive statements to be able to obtain this information. It is also not showing in Regions system according to the collections team. XXXX was also not able to pull a statement and had to again request it from Regions IT. He verified that they had the right address for me, but that they were not sending me statements, even though my account had been changed to do so multiple times. He also noted that my Heloc loan was not showing on my home page to receive statements or email notifications, even though it had been changed in his system. My account is now in back payment again, and I can not get an answer from Regions Corporate as to why it is. If employees from the institution cant get my statements, how am I supposed to be able to stay on top of this account? It was at this meeting with XXXX that I was finally offered the ability to make variable payments to prevent this from happening in the future. However, if I was receiving statements or notifications, these problems would have never happened. I am signing up for this variable payment to protect myself from Regions. However, this does not correct the damage they have done and continue to do to my account and credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-06

Knoxville, TN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX I went in person to a Regions branch to file a dispute associated with my checking account. That representative did not properly file the claim. I called Regions by phone XX/XX/XXXX and spoke to a XXXX XXXX who stated she would reopen the claim and asked me to send additional documents which I did. On XX/XX/XXXX I called to speak with XXXX again but was told she was not there at all that day and she in fact did not reopen the claim. That person claimed HE would reopen the claim. On XX/XX/XXXX I went into a XXXX FL branch and spoke with a XXXX XXXX about my claim. She did not offer any explanation regarding my disputed claim. I asked why ANOTHER {$36.00} fee was added on. She stated it happened due to a transaction for {$1.00} being held back and then put through when there was no or low money in the account. The fees are now up to {$210.00} related to this XXXX XXXX disputed claim in the amount f {$330.00}. My total loss is {$550.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-05

Magnolia, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I continue to incur unnecessary charges to my account. I have been attempting to have thee named fees returned and the bank refuses when most of them aren't valid and the other half are mistakes that need correcting. I need help resolving this issue prior to closing my account. I do not have funds to simply " throw away ''. Please advise, I await a reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-04

Hamburg, MN

Incorrect information on your report

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

Information belongs to someone else
Complaint: An account is appearing on my credit report that is not mine. It is listed from " Regions BK/ XXXX XXXX and has a balance of {$5900.00}. I have no connection to this bank, have never taken out a loan or credit line from them, have never received billing from them, and have never paid them. This account is fraudulent and needs to be removed from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-01

GA

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: I didn't make these charges. Please advise. Here is the list : XX/XX/XXXX OTHER BANK ATM WITHDRAWAL FEE {$2.00} XX/XX/XXXX OTHER BANK ATM BALANCE {$2.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$500.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$89.00} XX/XX/XXXX OTHER BANK ATM WITHDRAWAL FEE {$2.00} XX/XX/XXXX OTHER BANK ATM WITHDRAWAL FEE {$2.00} XX/XX/XXXX OTHER BANK ATM BALANCE {$2.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$190.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$300.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$300.00} XX/XX/XXXX OTHER BANK ATM BALANCE {$2.00} XX/XX/XXXX OTHER BANK ATM WITHDRAWAL FEE {$2.00} XX/XX/XXXX OTHER BANK ATM WITHDRAWAL FEE {$2.00} XX/XX/XXXX OTHER BANK ATM BALANCE {$2.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$300.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$280.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-01

Palm Coast, FL

Closing on a mortgage

Mortgage: Other type of mortgage

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

2018-03-01

Chesterfield, MO

Trouble during payment process

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

2018-02-28

Northdale, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-02-28

Interchange Square, FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-27

Montevallo, AL

Closing an account

Checking or savings account: Checking account

Company closed your 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

2018-02-27

Madison, AL

Closing an account

Checking or savings account: Other banking product or service

Company closed your 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

2018-02-27

Munford, AL

Opening an account

Checking or savings account: Other banking product or service

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

2018-02-27

Elgin, SC

Struggling to pay mortgage

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 non-monetary relief

Timely Response

2018-02-26

FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: We utilize Regions online Bill Pay, and made a payment to XXXX XXXX XXXX XXXX on XX/XX/XXXX for an RV loan. In XX/XX/XXXX, Regions put the payment amount of {$670.00} back into our account because XXXX XXXX XXXX XXXX never cashed the payment. We have not been able to get an answer from XXXX XXXX XXXX XXXX as to why they did not accept the payment. We did not catch the redeposit transaction until working up the taxes this year. We did not get any notice from XXXX XXXX XXXX of a past due amount, and when I called to inquire, was told it was my fault because I did not notify them of an address change. However, I receive a monthly reminder through email that would constitute a point of contact, but XXXX XXXX XXXX chose to ignore that, and churn the account with late fees. I contacted Regions about my bill pay account to get documentation so that I could prove I made the payment, that is when I found out about the redeposit in XX/XX/XXXX. Because XXXX XXXX XXXX did not cash the payment, Regions could not provide the documentation, nor could they provide documentation of our checking account more than 6 months in arrears. They sent a letter to XXXX XXXX XXXX XXXX, which I believe XXXX XXXX XXXX XXXX ignored. The letter is attached. I MADE THE PAYMENT IN GOOD FAITH, but made the mistake of relying on the online banking system for documentation, which there really isn't any after 6 months. Please address this issue, I am a business owner, and about to change ALL my correspondence back to paper copies and forget online banking.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-23

Magnolia, TX

Problem with a credit reporting company's investigation into an existing problem

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

Investigation took more than 30 days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-22

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 explanation

Timely Response

2018-02-21

Montevallo, AL

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

2018-02-21

Fees or interest

Credit card or prepaid card: Store credit card

Problem with 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

2018-02-20

Shalimar, FL

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: Sent Regions Bank XX/XX/XXXX informing them that my ex-husband XXXX XXXX filed bankruptcy XX/XX/XXXX furthermore the court has entered an order of discharge releasing him from all debts. Nevertheless, Regions placed debit on all three credit reports. I requested them to remove debit from my credit file per bankruptcy on XXXX XXXX credit file original account holder. Contacted all three credit reporting companies XX/XX/XXXX and XX/XX/XXXX to file disputes, however they did not remove item from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response