Date Received: 2021-02-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a home equity line of credit ( HELOC ) with Regions Bank. They advertise a compelling .99 % introductory APR on their website, so it seemed like a good fit to help me fund some home improvements. I began to receive automated email communications regarding my application that were signed by a specific Mortgage Loan Originator who become my contact point for my HELOC application. On XX/XX/XXXX, I received an automated email notification stating that my application had been conditionally approved. I subsequently spoke with my assigned Mortgage Loan Originator the evening of XX/XX/XXXX, about the terms of the HELOC and the documentation that would be required to finalize my approval. During this conversation, she stated that I should expect 45 to 60 days to close. Initially, the next steps went smoothly and my application was moving forward, but I hit a roadblock beginning on XX/XX/XXXX. On this date, I received an email from my contact stating : The application is now in the processors que for the final review. Please allow up to 48 hours for the final review to be completed. Please follow up with me on XX/XX/XXXX if I have not yet informed the final review is completed and to schedule the closing. On XX/XX/XXXX, as suggested, I began following up with her. As of today, XX/XX/XXXX more than 6 weeks after my application entered the queue for final review and after numerous follow-up emails my application is still pending, and my repeated attempts to get any visibility into the status of my application or how much longer it will be until I can close have fallen on deaf ears at Regions. As seen in the provided email thread of my communications with the Mortgage Loan Originator, the only replies I get to my inquiries are that she is emailing the processor again or emailing her manager and the processors manager about my request for any update. Not once have I received a response back from her that provides a follow up response from the final processor and/or the managers in question and all ongoing communication related to the status of my application is being driven by me. Ive also tried calling about my application. However, the Mortgage Loan Originators voicemail does not allow for leaving a message and directs the customer to either send her an email or call Regions Banks general retail banking customer service line ( XXXX ). The individuals at this number tell me they cant access any information in the system about my application, put me on hold and call my contact point, and then come back and tell me she doesnt have any update for me and shell email me when she does another dead end. It has now been over 100 days since my initial HELOC application was submitted to Regions far longer than the 45 to 60 days that was initially communicated to me. I understand that banks are facing a huge volume of mortgage/refinance and home equity-related applications due to the current low-rate environment, however it seems egregious that a bank can apparently hold consumers in limbo for as long as theyd like, without any standards for communicating to the consumer about the status of their loan application. At best, Regions seems to be severely understaffed and lacking in effective process. At worst, they are falsely advertising a HELOC rate to consumers that they have no intention of actually fulfilling upon, which is how I now feel. Im simply asking for Regions to provide me with 1 ) a substantive and specific update regarding the status of my application in the final reviewers queue and 2 ) a firm expected timeframe for closing on my HELOC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I decided to move back to my home town and buy my dream home. I found my dream home and closed with Regions Bank and moved into my new home in XXXX. I used a lot of my retirement but my daughter and granddaughter were moving in with me and I wanted them to be proud of the home that would someday be theirs. On XX/XX/XXXX I was awakened by my dog to the fact that the house was on fire. 3 fire departments spent 5 hours trying to put out the fire. They had to return the next day and put out new breakouts 5 times the next day. We lost everything except the PJ 's we were wearing. Little did I know what a nightmare I would have to endure. Even though I had insured my home for {$8000.00} more than I paid for it I found I was underinsured. Never did I dream the person responsible for rebuilding the home would be me. Walking away was not an option or I would lose {$30000.00}. So it began. I received the Actual cash value of {$210000.00}. within 2 weeks which I had to immediately turn over to Regions. I found a contractor that was a small company but he was going to do everything he could to build for what I got from insurance. After giving his life history the 1st disbursement of {$71000.00} came. I have had to fight for every penny after that. Not only had COVD reared its ugly head, I had to fight with county, permits, building so I was out of the flood zone, and every company I was required to deal with that had put their employees on vacation or working from home. I was given 6 extra months to finish the job. That meant that I had to have my home finished in one year or lose the {$26000.00} for the replacement value of home. I explained all this to Regions but I had to talk to a different person every time I called and explain things over and over. When I needed money for 2nd disbursement I called and requested an inspection. After 2 weeks I called to find out when inspection would be done. Regions had no idea but if I wanted to call the company in New York maybe they could tell me. Since I had nothing to do but list every item I lost down to the last Q-tip, I called them. I was told that they had no inspectors in the South East area of the United States and they were trying to hire one. What!!! I continued to call Regions with no results and finally after 4 weeks they said they were trying to get another inspector for the job. In the meantime my contractor had to take on another job since I was getting no money for my home job. On 5th week I was told the inspector would call and meet me. A week later I again called Regions and they said the inspector forgot to call me or the contractor, and did the inspection without any info on what had been purchased or was ordered and paid for. They gave me {$54000.00}. My contractor then finished framing, roof, windows, bought brick, sand, cement doors and went to work. All of these items have been completed. It is now XX/XX/XXXX and I needed another disbursement. Regions told me the inspections were ordered. I called Regions numerous times and finally found that again, we weren't called when inspection was done and it didn't come back with enough work done to be able to get another disbursement. I explained everything that had been done and that I was taking money out of my own pocket and so was my contractor. None of the things that I had paid for and were waiting to come in were counted in inspection. I guess because the inspector again never got in touch with me or my contractor yet again. They told me they were basing percentage on insurance figures for cost to finish which showed {$260000.00}. They were going to send {$70000.00}. I waited a week and called Regions because I didn't receive the check. They said they never told me and my contractor we would receive any money because again we didn't have enough done. They told me to send all receipts we had for anything we had purchased and I had to wait on the inspection. Why had they never asked for this before? Waited for inspector to call and after I week I called Regions again.. Then on XX/XX/XXXX they decided out of the goodness of their heart they would send {$20000.00}. That was spent a long time ago. I requested another inspection because at this point we had finished numerous other things and I was running out of time. I explained that it was turning into an emergency because I was going to lose the {$26000.00} from insurance if I didn't get this finished. I waited another week and again no inspection. They didn't know why it hadn't been done but again told me to call New York to find out when the inspection might be done. The lady I talked to there was the most helpful of anyone in trying to explain how the inspections were done and what counted towards the percentage of what is done. She told me from what I described as being done if we would finish the small amount of trim outside and get the floors that were already purchased and paid for done that should get us around {$60000.00}. That was finished and I called the inspector to see when he could come out. I explained to him I was about to have to move out of rental home and give back the furniture, and how worried I was about losing the {$26000.00} from insurance. He told me he would rush it through that night if I would go to the house and take pictures of all 4 sides of house, and every room inside the house. I sent them to him and he messaged me that he turned everything on XX/XX/XXXX. On Thursday I called Regions and they said they hadn't received inspection. I called again Fri and they said they had received them but they only showed 40 % complete. Wait in XXXX it was 50-60 % complete now it is only 40 %. I have asked to see the inspections so I know what was counted in on percentage done. The inspection company said they had no problem showing it to me but Regions refused. Regions only tells me percentages but never what was counted on the inspection. At this point my case has been escalated to one person for a month. She was out and her assistant told me that the whole thing was going to have to be reviewed by management to find out why it went down to 40 % Monday was a holiday and the snowstorm hit Tuesday. When I reached Regions yesterday they said they were going to send {$23000.00} while they tried to figure out how much was done, but because of snow storm it may take up to a week for me to receive it. XX/XX/XXXX and no money. I have spent {$55000.00} which is all of the personal property money I have received from insurance. Even if I get the house finished and receive the last insurance check of {$27000.00}. I will have no money for furniture, appliances, and clothes. Everything for house has been completed except for counters, which is running late because of Covd, sinks which go in counters, electrical lighting installed and final last minute things like door knobs. Regions letter always say they are not responsible for quantity or quality of work and it is my responsibility to make sure I have funds to finish the job. I have funds to finish my job, I have to go through XXXX to get them. In 4 days I will have no home and no furniture. My year is up with insurance. I can not understand why you would put the insurance money in jeopardy and turn around and offer me a loan. I am sorry but an apology from Regions when I told them my husband, daughter, granddaughter and 4 animals were going to be homeless is not what I want. You still have {$47000.00} that I desperately need to finish my house, and there are so many other things I need to be doing to get my family settled than fighting with Regions over insurance money when I have made all my payments on time and tried to follow all of your rules no matter how unfair they have been. I shouldn't be punished because my home burned down and I lost everything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35811
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a Home Equity Loan with Regions Bank on XX/XX/XXXX XXXX The application process was absolutely brutal including not only submitting multiple years of tax returns and W-2 's and the expected application and financial disclosure forms but also federal tax information release forms, paystubs, bank account statements, rental agreements, property insurance forms, flood insurance forms, etc I also needed to go through two appraisal processes when the first appraisal estimated the square footage of my home at XXXX less than actual. After months of submitting information two weeks ago only a final form was needed which was the Flood Insurance certificate with my name on it. But while the insurance company was working on this the entire loan application was cancelled (! ) that's right, CANCELLED without a word of warning because apparently an application is cancelled once it is three months old (?! ) Now I am being asked to start completely over submitting the EXACT same documents that took months for me to submit and for Regions to review. To say that this process is 'not fair ' to consumers is an understatement.. this is literally consumer ABUSE. Please do not bail out this bank the next time they are bordering on bankruptcy.. they don't deserve the help and consumers don't deserve the abuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70560
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Problem when making payments
Subissue:
Consumer Complaint: I'm actually having problems with two bill collectors-Regions Bank and XXXX ( located in XXXX, AZ ). Since the new XXXX XXXX XXXX was appointed there has been an approximate 2 week delay in mail delivery. These 2 institutions are claiming they did not get the payments for the past 2 months, despite my bank saying they received the payments. I've tried to get both of these institutions to provide me bank with the ACH routing numbers and they refuse to, but insist on charging late fees, which I have told them I will not pay. I know, of course, they will likely report it to the credit bureaus, causing my credit score to go down, resulting in higher interest rates. Please help the consumers by requiring all financial institutions to use the postmark date as the payment date to stop the unfair practice of claiming they did not receive the payments and charging late fees. We should not have to pay for the post offices ' failure to deliver mail in a reasonable time. Two weeks is entirely tool long for a letter to be delivered when the payment can be driven to the payment certer within 2-3 days if they delivered it themselves. Thank you, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Regions Mortgage has reported that my mortgage payments are late. And this has been falsely recorded by XXXX and reported as part of my credit report. This however is NOT true. My mortgage payments have all been made on time and in full. Regions claim that my account is delinquent is false. This must be rectified immediately if not sooner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I and my spouse are presently the victims of aggravated identity theft, aggravated cyber, physical stalking initially by XXXX XXXX XXXX/XXXX XXXX. Now we suffer from aggravated cyber/physical stalking by these people and also XXXX XXXX XXXX of XXXX Tennessee whom took my job ( # XXXX ) after I became permanent. Never reported wrongful termination. Used spouse ( XXXX XXXX ) identification at XXXX XXXX XXXX store suppressing the taking of my job on XX/XX/XXXX. We were literally ran out of XXXX by these dangerous criminals!!! Our unemployment insurance accounts were fraudulently cut off as XXXX /XXXX XXXX used a duplicate XXXX checking card ( XXXX ) to forward over {$8000.00} of our unemployment payments to themselves. Regions Bank of XXXX Ga. on XX/XX/XXXX forced us to use an old account opened in XXXX in XXXX Tenn.? We entered that bank seeking to set back up our unemployment accounts ( direct deposit ). We asked the branch manager why we couldn't open up a new account instead of one we didn't have the vital information to. They ignored us. In short, Regions Bank account # XXXX belongs to XXXX XXXX and XXXX XXXX XXXX of XXXX Tennessee whom are practicing bank fraud, aggravated identity theft and aggravated cyber, physical stalking. Regions Bank allowed these criminals access but blocked us. We want this account closed and any compensation due us by Regions Bank!!!
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: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/21 I traveled into XXXX to get medication for my mother. The location is in a very bad area of town which I am not familiar with as it is about an hour away from where I live. I was in the need of cash to pay for the medication and needed to use my CheckCard with Regions Bank. My card was declined at the location. I think tried to find a bank branch near by and the closest was an hour away which was too far. I attempted to go to various ATMs to take out cash and the card continued to be declined. I have plenty of money in the account so I was not sure why this was happening. I continue to call the bank and due to phone issues they were having I could not get through. Being unfamiliar with the location and driving around I became very anxious and had a XXXX XXXX. I eventually used a credit card and had to pay a cash advance fee of {$50.00} pointlessly. I should have been able to access my money at the bank. after 4 hours I finally got through to the bank and they informed me that they canceled the card due to me not using it enough. They stated is you do not use the card in 6 months they turn it off. With Covid I am not going many places/traveling so I do not have the demand need for cash and when I do there is a bank 5 minutes from me I usually can go to. This Term of the card is no where to be found in any of their marketing material or even the tiny print on the Agreement & Disclosures Statement. This is a horrible business practice to deny access to my funds with no communication of this term at the point of getting the card and or at the point in time in which they turn off the card they could have emailed me to notify me. They have no issue emailing me to sell me or inform me of other banking activities. I called and filed a complaint with the bank and I was at that time informed that the bank will most likely not look at the complaint or review it. This was incredibly disappointing as in my perspective this is a stipulation of the card consumers should be notified in some way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Regions has been reporting an account delinquent that never was. According to statements and printouts from the bank the account is current. There are late fees that are passed due but payment has been made before being 30 days. Regions back office and branches can not figure out why the systems do not match up. This is affecting my credit and business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: Date : XXXX Someone, by the name of XXXX XXXX, hacked into my Regions on line bank account and using XXXX did 9 transferred out of my checking account totaling {$5000.00}. I discovered these transfers and immediately contacted Regions bank fraud department. Over the course of the last 3 weeks Regions told me my money would be refunded within 7-10 days. When that did not happen they told me the had to go to XXXX & it would be another 7-10 days. On 2-9 I spoke with a Regions representative XXXX XXXX XXXX XXXX XXXX who told me that Regions believes I stole my own money because the IP address was the same as mine. I have checked w/ multiple folks that understand computers. They told me that IP addresses can be spoofed. I have never used XXXX in my life. I don't know who XXXX XXXX is and no one will help me at Regions. I am XXXX years old and that {$5000.00} is important to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I contact Region Bank about a fraudulent bank wire, between my account at Region Bank and XXXX XXXX for the purchase of XXXX truck in the amount of {$3900.00}. Region Bank replied they will ask XXXX XXXX to conduct reverse wire transfer and XXXX XXXX replied it will take 90 days to conduct a fraudulent investigation. On XX/XX/XXXX my bank Region called and notfied me that XXXX XXXX have completed their investigation and fought the transaction was fraudulent but could not return my money do to there were no funds in Global Auto Auction account. I ask Region Bank and XXXX XXXX can they help me out with this situation and they both refuse to
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A