Date Received: 2021-04-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/21 my sim card deactivated from my cell phone for the first time around XXXX am XXXX. After dealing with that issue and reactivating my XXXX card at XXXX pm CST, I checked my gmail email and noticed an email from Regions Bank indicating that there was a new device log in on my account at 11:48 am CST on 3/16/21. I immediately tried logging in Regions bank on my work desktop and my password would not work. I called the Semmes, AL branch, and they informed me that I have been hacked and immediately need to go to the nearest branch. I immediately went to the XXXX branch in XXXX, AL and spoke with a representative there who confirmed that all of our accounts were cleaned out, with the exception of a pre-paid card called a Now Card - which won't let you transfer electronically. The accounts cleaned out included our main household checking account, a college savings account, my XXXX XXXX XXXX son 's student account and my XXXX XXXX XXXX son 's student account. I was told that someone had obtained access to our accounts online, opened a XXXX account and transferred {$800.00} to someone named XXXX XXXX XXXX bank shut down online access, but did not feel the accounts needed to be closed, so they were left open. After returning from the bank around XXXX pm CST, I saw an email in my gmail account indicating a new device log in at XXXX am PDT in my yahoo account - which shows it was a safari mobile device in Florida. My yahoo email account is linked to my bank, Facebook and Paypal accounts. I tried logging in to my yahoo account but it wouldn't accept my password. I was ultimately able to change it and regain access to my XXXX account. I called the XXXX Police Department XXXXancial Crimes who asked me to email an account of what happened, which I did on XX/XX/21. Ultimately I had to report it to the county Sherriff 's office and was provided a case number. After thinking we had everything under control, on XX/XX/21 my sim card again deactivated from my cell around XXXX pm CST. After discovering it an hour later, I again went through the steps with my phone provider and reactivated the card at XXXX pm CST. At this point, I was not connecting the deactivation of my sim card to the compromise of my bank account of XX/XX/21. Around XXXX pm CST on XX/XX/21, I checked my XXXX email and received a notice that someone XXXX have accessed my XXXX account at XXXX pm CST. I tried logging into facebook but it would not accept my password. I also received another email that there was a new log in to my XXXX account at XXXX pm CST on XX/XX/21 from a device in Florida. I immediately went to XXXX and could not log in there either. Ultimately I recovered both accounts within minutes only to discover that someone had put in a transfer of {$2300.00} from my bank account. This person also tried to transfer {$20.00} from my XXXX XXXX to a person called " XXXX XXXX ''. I immediately reported the unauthorized transactions to XXXX and XXXX. On XX/XX/21 I discovered that the bank allowed this transaction to occur causing our family account to be - {$1700.00} XXXX we had about {$600.00} in there XXXX. I called the XXXX number and reported the unauthorized charges. Thankfully this was resolved rather quickly and we received our {$600.00} back the following day. On XX/XX/21 after visiting my local branch, it was decided to secure the main account by only allowing deposits XXXX was waiting on a tax check ). At this point, I removed my bank account from XXXX and XXXX Pay and deactivated my XXXX account. I changed all of my financial accounts and bills, etc to a gmail address. We still at this point did not have online access to our bank account. On XX/XX/21 around XXXX pm CST my sim card deactivated from my cell again. I immediately reactivated it and started checking all of my accounts because at this point, I know now that someone was accessing my sim card to get online log in temp codes. I immediately checked my gmail account and received a notification that a temp code was texted to my cell at XXXX am XXXX. The email said that my XXXX account was being reactivated. I immediately went through the steps to report this to XXXX and change the password, and I'm still trying to get that account closed permanently. On XX/XX/21 I immediately removed my sim card from my phone and purchased another phone with a new sim card. On XX/XX/21 at XXXX pm CST I received a call from my XXXX asking if I filed for unemployment benefits. XX/XX/21 it was confirmed through the XXXX XXXX Unemployment office that someone tried filing under my identity. XX/XX/21 I received a letter from Regions bank indicating that my claim for the {$800.00} that was taken from us on XX/XX/21 was denied. Their reasoning was because my XXXX yr old son had access to my online banking credentials. The problem is that my son of course had access because all of our accounts were linked together. When I took him to get a student card, nobody told us that he had to have his own sign in. He has an active account that is linked to mine and has every right to access it. He has a job and was at work at the time the compromise began on XX/XX/21. On XX/XX/21 I reported my identity theft with the Federal Trade Commission. I also placed an alert with the credit bureaus. I apologize for all of the information above that appears irrelevant to the {$800.00} denied to us, however I just wanted to show that my identity has clearly been stolen which should have been taken into consideration by Regions. My son checking his account on his phone has nothing to do with my sim card getting hacked. The compromise clearly came from from my device through the hacked sim card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36575
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of selling my home. This loan obligation was satisfied in XXXX and should have been removed from the title but wasnt so my title company has been working diligently to get a payoff letter of satisfaction from Regions. Their first request was made on XX/XX/XXXX. They were told at that time that it would be 10 days. When they did not receive a payoff within those 10 days they were told transferred around to various departments until they reached the loan department and were told theyd have the Payoff Letter in 24 hours. That was XX/XX/XXXX. By XX/XX/XXXX we still had nothing so I went into the branch and spoke with a Customer Service Representative who has been very kind and working very hard to try and get the Payoff Letter of Satisfaction since XXXX on XX/XX/XXXX. He had to make a request also through the loan department and was told wed have it within 24 hours. It is now XX/XX/XXXX, the day before Im supposed to close and we still dont have the payoff letter!!! This is holding up 2 closings at this point and needs to be brought to a quick resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Upon selling our home, Regions XXXX accepted {$6000.00} toward the 2nd mortgage/Home Equity Loan when our house sold. The remaining balance we owed was converted into a personal loan, in which we agreed to pay {$25000.00}. This loan promissory note was signed on XX/XX/2018 ; however, the loan was not property processed and was lost. My wife and I made multiple attempts to pay the monthly agreed-upon payment amount of {$210.00} ; however, Regions Bank refused to take our money and stated they did not have a loan for us. Shortly thereafter, we started receiving phone calls from Attorney 's office about the balance due. After contacting 3 different attorney 's offices ( who we were told had received the documentation ) as well as speaking with XXXX XXXX, Manager of Region Collections/Mitigation, he was able to obtain the account back from the assigned attorney 's office ( we still do not know who received the bill ). However, they have not reported the correct amount as well as the correct account number to the Credit Bureau 's on our behalf. We have paid over {$10000.00} toward our agreed-upon balance of {$25000.00} ; however, the credit bureau shows our balance as {$52000.00} AND that this amount is a " charge off. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I was trying to get a student loan and I was talking to Ms XXXX I provide information like date of birth and social security along with the bank information. The next thing I know she went into my XXXX banking chose XXXX put her telephone number in and proceeded to process a transaction with her phone accepting the transaction in the amount of 800.00. I filed a ddispute with regions and they denied my claim. I was suppose to receive the dispute information thru my email but nothing was provided
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30528
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I receive my check via a prepaid payroll card and on XX/XX/2021 at XXXX my debit card was used at an ATM multiple times to withdraw {$1000.00} from my account. The problem with this is that I had my debit card on me and was in an entirely different city and county when this happened so how is this possible? Also it was done at an ATM so how did they get my PIN? This scammer also went to an ATM in an area I never go to. I don't know how this happened but it did. I didn't find out until the next morning ( XX/XX/XXXX ) and as soon as I found out I called to report the fraud. I told the debit card company what happened and was told they had to do their own investigation and if they found it to be fraud as i claim then they would refund my {$1000.00} that was stolen. I received an email today that stated the banks investigation didn't find evidence of fraud so my claim was denied. I live paycheck to paycheck and due to COVID 19 I am XXXX living in a XXXX and need every penny I have to keep a roof over my head so what am I supposed to do when my money was stolen the same day I received my paycheck? I told the company I want copies of their evidence that made them come to the decision they did and that I have proof I was nowhere near the city the fraud happened in that day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91763
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I recently asked a mortgage company ( regions mortgage loan XXXX ) for help because my income has been greatly reduced because of illness my wife ( XXXX XXXX ) I sent six documents, including Hardship Letter, paysub, House debt, Mortgage Assistant Application, Dr.certified Illes , Medical Bill, XXXX, ( XX/XX/XXXX ). But today they answerd as below Current. Modification Term. 360m. 480m Payment. {$2300.00}. {$1900.00}??? What is this?. reduce {$360.00} but 10years more pay!!! Is this customer assistance? What are they assistant? I do not understand Ps : I do not delinquent my mortgage but they said my mortgage is seriously delinquent? And threat me to foreclosure my house!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have a checking account with Regions Bank, my roommate has account with Regions Bank. I receive my roommate check on the 3rd of each month for rent. They have one Region Bank in XXXX, so it is very busy. So i asked Regions Bank if they have online deposited. Well i went online to deposited the check into my account so i can pay the rent, it comes up 10 % fee to get the money immediately. That would cost me {$100.00} when we both use Regions Bank. Groceries have gone up, Medication gone up and gas as gone up. i been with this bank for many years, i cant understand why they are doing this with Covid 19 when so many people are struggling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: This bank is not following Regulation E guidelines. They charged me an NSF fee on an item still pending. After all items had posted on XX/XX/XXXX there was a POSITIVE balance of {$30.00}. The NSF fee hit that night causing the account to go negative {$5.00}. The item that caused the NSF fee is still pending on my account. Pending items can be removed by the merchant at any time. That is why you can not dispute and why FEES can not be charged against a pending item. XXXX, the call center manager on duty XX/XX/XXXX at XXXX XXXX, needs new yearly training to be updated on Regulation policies. This is federal law this bank is breaking. At the end of business day of XX/XX/XXXX my account was positive. I demand my money be returned as it was stolen by Regions Bank. This bank is so fee hungry, they will take a fee before the transaction even posts!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70817
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: As I viewed my credit report and noticed an account that i have never applied for nor had communication with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37217
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: A wire transfer was sent to an account at Regions Bank and the money was either released to that account or withheld and not returned back to the sender. The bank account name on the wire transfer did not match the name on the account at Regions Bank. Regions Bank is not returning the money and not communicating with the sender or sending financial institution. On Tuesday, XX/XX/XXXX at XXXX, I sent a wire transfer for the amount of {$24000.00} to an account under the name of XXXX XXXXXXXX XXXX at Regions Bank . On Friday, XX/XX/XXXX, I received a phone call from my bank notifying me that the beneficiary name listed on the wire transfer ( XXXX XXXX XXXX ) did not match with the name of account at Regions Bank. Regions Bank requested me to sign a Hold Harmless form IF the funds were fraud. On Friday, XX/XX/XXXX, my bank requested that the money be returned back to me from Regions Bank so that I may re-send wire transfer with the correct information. On Monday, XX/XX/XXXX, I was contacted by the recipient of the wire transfer via email that they received the money and withdrew a portion of it to use. Regions Bank did not confirm with me or my bank the correct name on the account receiving the money. On XX/XX/XXXX, Regions Bank requested that I sign a Hold Harmless form again although we had requested the money be returned back to me multiple times. On Tuesday, XX/XX/XXXX, my bank informed me that Regions Bank had not returned the {$24000.00}. On XX/XX/XXXX, Regions Bank requests a Hold Harmless form again from me. On XX/XX/XXXX, my bank replies to Regions Bank that the funds are not fraudulent and that I will not sign a Hold Harmless. They also state that the wire should be returned if the information does not match Regions Bank 's records. XX/XX/XXXX, the money has still not been returned after multiple requests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A