Date Received: 2020-06-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I contacted my banks customer service by phone and requested a stop payment be placed on a specific mortgage payment around the XX/XX/2019. This was the first time I had ever placed a stop payment on my checking account, so I was not clear on the ins and outs and felt it was best to have customer service assist with the procedure. During this call, I specifically remember asking the customer service representative, is this a onetime stop payment? Because this is for my monthly mortgage payment and I dont need to have any unexpected surprises or issues because of this in the future. I was assured by the representative that this was a onetime stop payment and I should not encounter any issues moving forward making my monthly mortgage payments. Fast forward to the end of the month. I made my monthly mortgage payment by phone like I do every month. I received my confirmation number and assumed all was well. On the XX/XX/XXXX, I receive a letter via mail from my mortgage company stating there was a stop payment in place. I immediately called my mortgage company to verify and explain the error that had taken place. Once I finished speaking to them, I immediately drove to my banks local branch. They proceeded to tell me that a stop payment would remain in place for 6 months unless I contacted them to remove the stop payment. I explained to the branch manager that this is not what was communicated to me when the stop payment was placed on the account. The branch manager apologized and said this was above his pay grade and there was nothing he could do to assist me. I requested the stop payment be removed and called my mortgage company back within an hour and made a payment. While speaking to my mortgage company, I explained the error that had taken place again, but this time in more detail. The customer service representative from my mortgage company stated that I would need my bank to provide documentation that they were at fault in order to excuse the late payment. I contacted my banks customer service on five separate occasions following this incident, requesting documentation showing that they were at fault. Each time I called, I was told that a supervisor would call me back and they would need to review the initial call because all calls are recorded etc. I never received a call back from customer service. Come to find out, the representatives do not document accounts when a customer calls in so there is zero accountability for any of their employees to follow up or resolve any issue when a customer contacts them. After filing a complaint with the XXXX, I received a letter from the banks corporate office, stating there was no error on their part. I have requested a copy of the recorded phone call and have been told that would require a subpoena. This late payment caused my credit score drop 120 points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77578
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom it may concern : Please update the subject credit file to reflect the courts status of the debt as indicated Discharged in Chapter XXXX Bankruptcy. The Fair Credit Reporting Act and the Regulations implemented by the Federal Trade Commission under the Act requires you to report a due or open balance of " {$0.00} '' on all accounts in collection with you that are included in my bankruptcy case ( Case # XXXX ). Continued reporting of a due balance is the creditor grantors attempt to collect on this debt. Reporting of a balance other than XXXX shows my open credit being exceeded due to a balance being reported. The inaccurate reporting of this balance is causing me distress. This has put me under duress, I am left with no other option of relief to either pay the balance due or file suit. My intent will be to file suit against all parties in the parish of XXXX. XXXX, Louisiana if this issue is not rectified. All attempts have failed in working with your company, XXXX, XXXX, and XXXX to correct the inaccurate reporting of information. Paying the balance open is against the bankruptcy courts order and relief granted under 11 U.S.C. 524. To the extent that any of the discharged debt is reporting other than a XXXX balance, please consider this letter as my final dispute under the Fair Credit Reporting Act and your companies notice of negligence to the law and relief granted by the court. Consequently, I am requesting you to immediately report a XXXX balance and update XXXX, XXXX, and XXXX file with accurate information. The Federal Trade Commission has been clear regarding how a furnisher must report information relating to the balance due post-bankruptcy. The Federal Trade Commission Official Staff Commentary to FCRA section 607, item 6 states the following : Content of Report : A consumer report need not be tailored to the users needs. It may contain any information that is complete, accurate, and not obsolete on the consumer who is the subject of the report. A consumer report may include an account that was discharged in bankruptcy ( as well as the bankruptcy itself ), as long as it reports a XXXX balance due to reflect the fact that the consumer is no longer liable for the debt. The Federal Trade Commissions guidance remains the last word on this issue from the regulatory side and courts still regularly rely on it. See XXXX v. XXXX XXXX XXXX, XXXX, XXXX. XXXX, XXXX XXXX XXXX ( XXXX. XX/XX/2015 ). Page 1 of 2 Pursuant to the Fair Credit Reporting Act you are required to investigate this complaint and promptly notify me of the results of your investigation. I request that you conduct an official review of the information to all credit reporting bureaus. If for any reason you decline to conduct that review and make the necessary changes, I request that you promptly advise me so that I can take additional steps necessary to protect myself. Thank you for your prompt assistance with this matter. ___________________________________ Signed XXXX XXXX XXXX XXXX File : XXXX XXXX XXXX XXXX Re./ Regions CC : XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX IS STILL ALLOWING FRAUDULENT INFORMATION TO SHOW ON MY CREDIT REPORT
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: FHA loan denied at last minute. I applied for a mortgage thru Regions Bank in XXXX Illinois on XX/XX/XXXX. Due to a previous divorce I knew my credit was questionable. Well it turns out that my score of XXXX was 4 points below requirement of XXXX. Disappointing but I understood. I immediately hired a credit repair firm to help me fix my credit. By XXXX it has increased to XXXX, well within the requirements. We started the process on XX/XX/XXXX. The first question asked was what will I use for a down payment, initially I figured I would use my 401k. Unfortunately I was unable to pull from that due to restrictions, and stated that I would get the funds from a friend as a gift. My loan originator changed things on the original application showing gift money for the down payment instead. I was approved for the loan on XX/XX/XXXX at 3 % locked in. I started sending all the required documents and on XXXX paid for the appraisal. Meanwhile the inspection had been completed as well as the appraisal. On XX/XX/XXXX I submitted the remaining required documents including the signed and dated gift letter. By XX/XX/XXXX I had wrapped up some of the minor repairs on the home to meet requirements.On XX/XX/XXXX I was told final inspection was ordered. The closing date showed to be XX/XX/XXXX. I requested a cost estimate to make sure I had enough saved for closing.I was given a settlement closing statement- estimate. I was told all they were waiting for was insurance and final inspection. On XX/XX/XXXX the email from the loan originator stated " we are good, sent loan to final underwrite while they wait for final inspection '' I was very excited as the house repairs were all complete and tons of document sending was complete. Now on XX/XX/XXXX the drama started, they needed a bank statement from my gift donor. That was tough to ask for but I got it from the gift giver. Then about 15 emails were sent asking about my relationship with the donor. ( she was my girlfriend of 7 months ) They got the cancelled check copy and they got her 6 page bank account showing the funds transfer. FHA would not approve without it. By now it was XX/XX/XXXX and more requirements came including my 401K statement w/terms of withdraw. Now on XX/XX/XXXX FHA stated DENIED without proof that ties me and my girlfriend together. They wanted joint lease/joint bank statment/ID 's with same address or evidence of being on the same phone plan. I was floored at this point to be told FHA would not approve. Months of preparation and expenses 80+ emails and 30+ documents for nothing. I done research to find nothing that says FHA needs this kind of relationship from a gift donor. I can not attach all the documents of all the above discussions with Regions Bank as there are 80pages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 625XX
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Problem when making payments
Subissue:
Consumer Complaint: I had one late payment over 46 months ago. I've tried calling to speak to someone about forgiveness on this as I've only had one late payment in over 5 years with this line of credit but no one at Regions seems to know who I need to speak to. I keep getting told to call numbers that just referred me to their number. It's frustrating, that the employees CAN NOT point you in the right direction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70706
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Please pardon me if I do not have exact dates, just the week of, but the gist of the problem is that I am broke. I am unemployed and my Stimulus payment was taken by Regions Bank for overdraft fees. It's important to know that my account was deliberately over drafted during this unprecedented times to make ends meet. I had every intention of replacing the money, but lost my job and then my situation was worsened by the onset of COVID-19. Somewhere around XX/XX/XXXX I contacted Regions Customer Service XXXX XXXX XXXX and spoke to, if my memory serves me correctly, XXXX. At the time, I verified my account and gave permission for my mother to speak with the representative as I was feeling poorly at that time. We specifically asked XXXX if there was a process to request the return of the Stimulus since I am now unemployed and broke. XXXX did not provide any details on how that could be done and offered to adjust some other smaller fees that resulted in a {$200.00} credit to my checking account. XXXX said that we'd have to visit a local bank for more to be done. The problem is we are in the middle of a pandemic and this was prior to the re-opening of States. The problem is that Regions strategically route all calls to Customer Service so you can't get a direct number to a Regions Branch Manager, you can only speak to Customer Service, but through a prior interaction, my mother remembered she had the desk number of a Regions employee and called that. At that time we were able to talk to a Branch Manager. The problem was explained to that Branch Manager and the same inquiry was made as to how to reclaim the Stimulus check back that Regions took for overdraft fees. Much to my dismay, the Branch Manager said that there was a way to appeal that decision, but that had to happen by XX/XX/XXXX. It was now XX/XX/XXXX and he said there was nothing he could do. After begging and explaining my situation of homelessness and unemployment, he said he will put in a " ticket '' and see what happens. That was two weeks ago with no follow-up. A subsequent call to the Branch Manager yield nothing. Initially, he denied remembering the conversation, but later said that he had not heard anything yet. It's my understanding that Region ' 2018 reported revenue was a whopping {$6.00} XXXX, but they can't forgive my NSF fees that were generated in an emergent situation and give me back my Stimulus payment that I need desperately. I believe that Regions was strategic in the Customer Service representative not informing me of a way to appeal that process when I had time to do so on XX/XX/XXXX and now want to provide this watered down explanation that oops you missed it by two days ... too bad! I understand that Regions don't owe me anything, but we are all navigating through some unprecedented times and I need the Stimulus money far more than Region does. I can't even buy deodorant. I need to get back to XXXX, Georgia, but don't have gas or money for a battery and new tire or two. All of which the Stimulus check could have helped me do. Technically, I am now homeless and the person I am living with is moving to a one bedroom apartment to save on expenses and I have to vacate their apartment. I believe that I am getting the run-around at this point. Can you please help me appeal to Regions. I am shocked of the treatment that the Customer Service Representative wouldn't provide the information we needed. And even further shocked that a Regions official explained that she may not have known. If she, in Customer Service, don't know who should the consumer expect to know? Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 361XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Hello, thank you for your assistance in this matter. I have reached out ti the company XXXX XXXX XXXX XXXX XXXX, and they tell me to contact XXXX XXXX, and when I contact XXXX XXXX they tell me to contact the XXXX XXXX XXXX XXXXXXXX XXXX. I contacted my bank to dispute the charge, but they can't help me because the company won't do anything to give me my money back, so that's why I am communicating with you now. Here is the email communication from myself to both XXXX XXXX and XXXX XXXX. I would've never paid the {$75.00} application fee if I was going to be denied, ,it is a waste of money, and I work hard for my money, and have just been terminated from my job..the office staff XXXX lied to me about disputing a denial. All I want is my {$75.00} back, please. Thank you for all your help From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : [ EXTERNAL ] Hello XXXX, here is more of the communication..thank you ; ) [ External Content ] Please use caution.
Hello XXXX, hope you are doing well. XXXX XXXX here, and I was following up on the status of my {$75.00} application fee refunded back to me. I had met with XXXX, back in XXXX, and looked at the XXXX XXXX in XXXX XXXX. I explained to him about my situation of having to file bankruptcy two times within 3 months, based on dealing with an HOA issue that I explained in my short story to you, and XXXX of Consumer Request, at the beginning of the month. I wouldve never paid {$75.00} knowing that from the beginning. Once I did pay, and the results came back he told me that I could dispute it, and write a letter explaining the details, in which I did..and spoke to XXXX and tried to get ahold of you, but you just responded by email. HE LIED TO ME, based on the conversation with XXXX, they wouldve never considered my letter for reversal of the decision when dealing with a bankruptcy, no matter what the reason was. That is not right, unethical business practices, and I am a Protected Veteran. Based on this new way of life with the COVID-19, I would be most grateful for you doing the right thing, and making me whole. With your due diligence in refunding me what I am entitled to, my {$75.00}, ASAP. Thank you for everything.
Regards, XXXX XXXX Sent from my XXXX On XXXX XXXX, XXXX, at XXXX, XXXX XXXX XXXX XXXX wrote : Hi XXXX, I know that XXXX spoke with you yesterday, but I wanted to reach out to you personally. I am sorry that your application was denied, however, we do not have the ability to override denials. The only thing you could do is call resident verify to dispute any inaccurate information if something was not reported correctly. I hope you find a wonderful home and be safe during this trying time.
Best wishes, XXXX XXXX Senior Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Phone : XXXX | Fax : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX | XXXX, FL XXXX Phone : XXXX | Fax : XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage with Regions Bank that has been open since 2003. The account is in my name, XXXX XXXX, and XXXX XXXX 's name. XXXX recently filed bankruptcy. The Regions account was not included in his bankruptcy. I did not file bankruptcy and never have. Regions Bank has since started reporting to the credit bureaus that the account was closed and paid off. It was not closed and has not been paid off. Regions has stated in numerous phone calls that I am still responsible for the monthly mortgage which I have still paid each month even though its not reporting on my credit. I was in the process of refinancing and now can not do that because they have showed this closed on my credit reports. I have tried disputing it with the credit bureaus and am not getting any resolution that way. I have had numerous phone calls with multiple people at Regions and they will not resolve this. I have documents that they send each month for me to pay and proof that I have continued to pay each month. I just need Regions to report to the credit agencies that this is still an open account for me, that it has a balance due, and that I have continued to pay it each month on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2019, was the first email receive to confirm email at Regions Bank from XXXX XXXX XXXX XXXX Originator NMLS # XXXX. On XX/XX/2019 I requested a letter of pre-approval from the lender at Regional Bank in order to start looking for a home. On XXXX the XXXX 2019, We Receive a letter of pre-approval stating that it was for a conventional load. ( attach letter ) On XX/XX/2019, we were under contract with XXXX XXXX XXXX as your Title Insurance providing us with quality title and escrow services.Effective Date : XX/XX/2019 Survey Due : within 10 days - Expires XX/XX/2019 Option Period Runs : 10 days - Expires XX/XX/2019 @ XXXX XXXX title Commitment Due : within 20 days - Expires XX/XX/2019 Financing Addendum Runs:15 days Expires XX/XX/2019 Closing Date : XX/XX/2019 ( attach paper receipted ) XX/XX/2019, Title Commitment to Buyer ( attach receipted ) XX/XX/2019 email send about Regions Portal to access load application. XX/XX/2019 email was send to Lender about the status of the loan. as well the appraisal for the listing agent. XX/XX/2019 Loan Application ( Signed Documents Received ) XX/XX/2019 Document for the warranties for home were received. XX/XX/2019 email letting us know we need it to change loan programs. At this point we felt that the lender XXXX XXXX XXXX Mortgage Production Manager NMLS XXXX, didn't want to help us or give us options of what was happening and why it took this long to change loads, We felt mislead and deceived. We talk to the real state agent XXXX XXXX XXXX XXXX XXXX to see what were our options and she recommend to go to a new lender. XX/XX/2019 Mr. XXXX send us an email requiring more information to be send to the underwriter. XX/XX/2019 we send everything to the regions bank lender to be send to the underwriter. Plus new contact for the earnest money to be release and prepare a new contract on FHA loan terms. XX/XX/2019 at XXXX XXXX via text lender send us a text that our file was withdraw due to us getting a second opinion with another lender. XX/XX/XXXX XXXX email was receive stating with a letter of declination that will be mailed via USPS to the addresses of record on the loan application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78229
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We have had a Superfleet/Fleetcor fuel card account for years and have been paying an additional " Fraud Protector '' fee every month. Beginning with our XX/XX/2020 invoice, we noticed suspicious transactions on the invoices. We were not alerted to these, even though they were for large amounts, out of state, had fake odometer readings, and/or were multiple purchases in a row at the same location. Part of our " Fraud Protector '' fee is to be alerted immediately for any suspicious activity. We had to wait until we received the invoices and reviewed them to find the transactions ourselves. The transactions are blatantly and obviously fraudulent. We immediately shut off the cards involved, PINs, and spoke with the employee. Our employee stated that he received a text from who he thought was a supervisor with the company for his PIN. The employee sent it to him, not realizing it was a scam. We pulled all of the fraudulent transactions, totaled them, and began the dispute process. The fraudulent transactions totaled {$33000.00}. ALL of the disputes were denied, as Fleetcor said that " they could not prove a pattern of suspicious activity '' or that our employee shared his PIN number, etc. Fleetcor is demanding that we pay the {$33000.00}. The " Fraud Protector '' program is a complete scam for them to make more money through fees, since they won't actually reverse or handle any ACTUAL fraud that hits the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46218
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A