Date Received: 2019-02-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I am a XXXX XXXX affected by government shut down. I spoke with the loss mitigation department and was granted an extension to XX/XX/2019 to make my loan payment. I had money to pay my credit card and line of credit which is the issue I made a XXXX payment XX/XX/2019 and was reported as late and delinquent to the creditors bureau in spite of them knowing I a XXXX XXXX that was documented in the system. I have spoken to the bank and they said they would dispute it and correct this it has been 30 days and it still reflects delinquent on my credit file. This is a travesty that I have 4 accounts with this bank and they extended the loan but I told them I will pay the line if credit of XXXX dollars and they report me 30 60 90 days late when that is not accurate. I want the delinquent remark removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2019-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: I contacted someone about a rental property on XX/XX/2019. The owner responded to me and asked for my credit score and any previous evictions. They then sent me a rental application form that I filled out. The form included my employer, birthday, and address. The owner said I was approved and set up a viewing for the property for XX/XX/2019. The next day, XX/XX/2019, they contacted me again saying there were competitors for the property and they wanted to give me a heads up and asked me to submit the deposit. They sent me a drivers license so I would feel secure submitting payment to them. I submitted a deposit for the rental along with pet fees via XXXX, a total of {$870.00}, and they said they were looking forward to meeting me at our scheduled showing. A few days later, on XX/XX/2019, they contacted me again saying they could not make it as their son was in a car accident. They then began asking me for first months rent for the property. I then went to the authorities on because I had a feeling I was being scammed. The criminal investigator informed me that it was fraud. The supposed owner had committed identity theft of the person from the drivers license and was soliciting someone elses property for money. When I informed them I had contacted the authorties and that I discovered it was fraud they would not refund my deposit and never contacted me again. I contacted Regions, my bank, MULTIPLE times about resolving the issue. They first told me they had no way of filing the issue as fraud even though the criminal investigator from the police department spoke with them and told them it was fraud. I asked to speak with a supervisor, and they then told me that they could file the issue as a merchant claim only. They said it wasnt considered fraud because I willingly submitted payment via XXXX. I responded by telling them I didnt willingly submit payment to have my money stolen, I submitted payment for a rental property that I did not receive to someone who had committed identity theft. Regions told me the only thing they could do is file the claim and have it sent to an investigator. I called to check on the claim twice. When I called the second time on XX/XX/2019, a supervisor informed me that I had been denied. I told them that they broadcast being the peoples bank and that they have fraud protection and claim to care about helping the people, but when I have an issue no one cares or wants to actually resolve anything. I told them that every time I called I had to repeat my story because it seemed like no one knew what I was talking about and that I was very upset with how I was being treated and brushed off like my issue wasnt important. That supervisor then told me she would make a few phone calls and would call me back within an hour. She called me back to let me know she turned the issue over to her supervisor, but would not allow me to have his telephone number to contact him. She said I had to contact him through her. She told me that they would call me with an update on Monday XX/XX/2019. They did not call me on Monday so I called and left a message. They returned my call Tuesday XX/XX/2019, and apologized that they were out of the office on the XXXX. The supervisor informed me that there was absolutely nothing they could do for me and that they would not be reimbursing my funds because they could not file it as fraud. I let them know that I was highly upset as the person who stole my money had committed identity theft and was soliciting someone elses property for money, which is definitely fraud. Like I said before, the criminal investigator at my local police department even told them that personally over the phone. I told them that anyone who is frauded willingly submits payment for something that is either the wrong product or falsified information. For example, I told them that when you buy something on XXXX and are frauded by a product that never arrives, was the wrong product, or was falsified XXXX will refund your money because that is considered fraud. The supervisor at Regions just apologized and said there was nothing else they could do to help me. I am HIGHLY upset about this issue. For a bank that claims to care so much about their customers, they sure didnt care to resolve my issue for me. I also contacted XXXX asking if they would be able to reimburse my funds and they told me that they could not because I used my mobile banking app with Regions to submit the payment. Even though I enter my information into XXXX, it is still solely through my bank and XXXX only protects my information. XXXX informed me that they do not keep any customers banking information or a record of any transactions that they are only able to see that the customer has an account with them. They told me that bank would have to resolve the issue for me. In both cases, I am very disappointed with the service I was given.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was contacted by phone by someone claiming to be from The Department Of Treasury.His name was XXXX XXXX. He told me an arrest warrant was put against me. I was told I owed back taxes. HE TOLD me he had the authority to cancell the warrant if I paid the back taxes. HE used my debit card to the amount of {$2200.00} by using a XXXX XXXX card.I have his number. Also he keeps calling my cell number .I was scammed on XX/XX/2019 between XXXX and XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77327
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Two weeks ago I called regions bank about some disputes on my checking that I need to dispute, I had to call regions several different times, people failing to do their job, hung up, unprofessional, I had to call and talk to different departments and I had provided information about the disputes, nobody wanted or help and was lie to numerous of times when I called, I have been waiting 30 days so far, I called back in to get help nothing but the run around and excuses, Im fixing to close my account and go somewhere else I want my money back that belongs or me and Im tired of being treated badly by this bank, please resolve this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Subject : Notification of Impeding Progress In XXXX of XXXX, the customer visited a Regions Branch in XXXX XXXX XXXX, FL to sign over a check from XXXX XXXX XXXX allocated for the Dwelling portion of their policy. The amount of the check was approximately {$110000.00} and it included Regions signature. An initial disbursement was issued to the customers for {$40000.00}. Terms were discussed prior to signing the check to Regions that appropriate documentation such as quotes/contracts, amounts paid, XXXX, contractor license, etc. would be provided to Regions. Essentially, Regions was requiring that the insurance funds were being utilized for repairing the property. During the discussion, the customer made it clear to Regions that as progress was made and proof was being provided, Regions would disperse additional funds so further progress could continue. Two specific areas were thoroughly covered : 1 ) Regions would not take more than two weeks to assess/inspect necessary documents including property inspections and a check would be sent overnight mail in order to expedite the process, and 2 ) in no way would Regions impede the progress by their processes and withhold funding in the escrow account in repairing the property. On XX/XX/XXXX, the customer sent emails to the Regions provided email account : insuranceclaims@regions.com. Two main efforts had been completed : a new roof and the removal and remediation of the home. The cost of the roof was {$15000.00} and the cost of the removal and remediation was {$27000.00} totaling {$42000.00}. The emails included pictures of the new roof and the gutted insides ( down to the studs ), quotes, invoices paid in full, XXXX, contract license, and all the other documentation Regions had requested. After not receiving any communication, the customer contacted the mortgage insurance claims department on XX/XX/XXXX. Regions confirmed they received the information and wanted to schedule an inspection prior to issuing any further funds. Regions used XXXX XXXX XXXX. It was not until XX/XX/XXXX that an inspector, XXXX XXXX, visited the property. The inspector indicated they would have the report completed that night and Regions would have it no later than XX/XX/XXXX. It was noted that Regions would need 48 hours to assess and to contact them on Friday XX/XX/XXXX. On XX/XX/XXXX, the customer contacted Regions regarding the report. Regions indicated they had not received the report. On XX/XX/XXXX, the customer contacted XXXX XXXX and they indicated they had not received the report from their inspector. Throughout the week the customer attempted to contact both XXXX XXXX and Regions regarding the report. There was indication that the percent work complete was in dispute. On Monday XX/XX/XXXX, the customer went into a local Regions branch in XXXX XXXX XXXX, FL to gain further assistance. The only effort was to call the mortgage insurance claims department and left a message to call the customer within the next 24 hours. No call was made to the customer. On Tuesday XX/XX/XXXX, the customer returned to the local Regions branch. XXXX XXXX XXXX attempted to call and even wrote an email, copying XXXX XXXX, requesting a response to the inspection and the disbursement of funds. On Wednesday XX/XX/XXXX, the customer returned to the same branch and spoke to XXXX XXXX XXXX again. XXXX XXXX XXXX again attempted to reach out to the mortgage insurance claims department to obtain insight. XXXX XXXX XXXX filed an internal formal complaint. To date, there has been no resolution, a lack of communication, a breach in expectations discussed to disperse funds as well as a breach by the Regions of the implied covenant of good faith and fair dealing. Ultimately Regions is impeding on the progress for the customer to repair their home. This letter is to notify Regions of impeding progress and to immediate release the necessary funds to continue progress. Further delays will result in discussions and potentially actions to remove the funds from Regions escrow and place the funds in a third party trust that can be handled more responsibly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32444
Submitted Via: Web
Date Sent: 2019-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This was the offer I was supposed to get : Get a {$50.00} or {$150.00} Visa Reward Card* After you open a NEW REGIONS checking account and fulfill all requirements of the offer! Register Now XXXX XXXX thought you might like to take advantage of this great opportunity with Regions Bank. After you complete all requirements of this offer, you will each receive a Visa Reward Card. HERE 'S HOW TO EARN YOUR REWARD CARD : See Full Terms & Conditions Within 90 days of this communication : 1. Click here to complete and submit the required registration form and accept the Terms and Conditions of the offer 2. Open a new checking account with a Regions Visa CheckCard, and keep the new account open and in good standing for at least 60 days Then complete all of the following steps : For a Personal Checking account, within 60 days of account opening : Have at least one ACH direct deposit ( such as a recurring payroll or government benefit deposit ) of {$300.00} or more Complete at least 10 Visa CheckCard purchases that post to the account Sign up for Online Banking with Online Statements ( if you do not have a Social Security or Taxpayer ID number to enroll, visit a branch to see if you are eligible for other enrollment methods ) Get your {$50.00} Visa Reward Card in 46 weeks after all conditions have been met! For a Business Checking account, make an initial deposit of at least {$500.00} within 90 days of this communication. Then, within 60 days of account opening : Complete one Visa Business CheckCard purchase that posts to the account Sign up for Online Banking with Online Statements ( a Social Security or Taxpayer ID number is required to enroll ) Get your {$150.00} Visa Reward Card in 46 weeks after all conditions have been met! THEY CLAIM I FULFILLED THEIR REQUIREMENT BUT SAY THEY LOST MY REGISTRATION AD WILL NOT GIVE THE BONUS THEY OFFERED
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Regions Bank fraudulently charged me overdraft fees they also charged me an excessive withdrawal fee and a cash deposit fee ... no one can give me w straight forward answer as to why Im beyond livid
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XX/XX/XXXX Regions Financial Corporation c/o Office of the Corporate Secretary XXXX XXXX XXXX XXXX XXXX, Alabama XXXX Regions Financial Corporation Attention : XXXX XXXX XXXX XXXX XXXX, Audit Committee c/o Office of the Corporate Secretary XXXX XXXX XXXX XXXX XXXX, Alabama XXXX Consumer Financial Protection Bureau I am writing this letter to formally complain about a situation in which I have been trying to resolve since the beginning of paying on a vehicle loan that my wife and I have with Regions Bank. The payments are automatically deducted from my bank account. To reduce the time that we are going to be obligated for this loan, we also pay an additional {$200.00} per month. Upon receiving the first statement from Regions it indicated that we were {$200.00} past due. On XX/XX/XXXX, I inquired with the bank about the past due amount on my account, I was informed by Representative XXXX ( XXXX ) that it did not really mean that the account was past due, but the bank had no other way to reflect the additional amount paid. Before the conclusion of the conversation, I requested a corporate number which he stated that he did not have but a representative would contact me within 10 business days. When I further asked for a reference number regarding the complaint I was making, XXXX assured me that a complaint had been filed about my concern regarding the negative connotation implied by a past-due amount on our account. Further, XXXX stated that they do not provide reference numbers for complaints filed. On XX/XX/XXXX, I received a call from XXXX, who stated that he was a Contact Center Senior, Regions Bank, XXXX. XXXX informed me that there have been numerous complaints from other customers and the bank is making efforts to change how additional money applied to a loan will be captured on the bank statements customers receive and that there is a minus sign indicating that the account is not past due should be sufficient to anyone viewing that bank statement. Further, XXXX stated that there is no timeline or projected date to change that misleading information on customer accounts. Not being satisfied with XXXX response, I requested to speak to his supervisor. XXXX transferred me to his Team Leader, XXXX. XXXX did not answer or was not available to answer, so I left her a voice message to call me. On XX/XX/XXXX, XXXX called me back at approximately XXXX. I was away from my phone, but she left me a voice message to call her back at XXXX. I returned the call at approximately XXXX, there was no answer. I then called the XXXX number and spoke with a person who stated that her name was XXXX and that she was a supervisor at Regions in XXXX, Tennessee ( we are located in XXXX, Georgia ). XXXX transferred me to the Loan Department. I spoke to XXXX. XXXX suggested that in the memo section of the check I should put apply to principal. However, when I informed her that we were paying the additional money online and there is no memo section, she did not know how to handle the situation. I asked to speak to a manager. After attempting to reach the manager unsuccessfully, XXXX stated that she would leave a message for him ( XXXX XXXX ) and that I should receive a call-back within 10 business days. As of the date of this letter ( XX/XX/XXXX ) I have not received a call from him. Finally, it should be obvious at this point how difficult it has been trying to navigate the Regions banking system for customers. We are thoroughly displeased with the general practice of, posting additional funds to a loan account as past-due and want you to change it immediately! Please contact me at XXXX XXXX XXXX or in writing with your plan of action to resolving this situation. Respectfully Submitted, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Regions bank is refusing to reimburse me money that was fraudulently and unlawfully removed from my checking account. Moreover, they are denying me the very funds that they allowed to be removed illegally, and that they had approved the withdraw by the forger, and sanctioned it to be removed from my account that they were entrusted to protect as my bank. Additionally, and even more importantly, they assured me, that the almost {$6000.00} would be returned to my account once the paper work was completed. I was informed then, that I should " rest assured '' that they would be " there to support me '' and I " would not suffer any loss monetarily '' once the funds would be refunded by their institution. I informed the bank that this could not have happened at a more inopportune time in my life as I was in the process of securing a new job, and was at a bit of a financial hardship at this time. I became tearful at the time, feeling an impending sense of doom and despair at my situation, and that my start date for the new job was a few weeks away, I had car and bills payments to be made and didn't have any funds to do so. I also quite distinctly remember taking a bit of consolation in hearing that, they would refund my money. And since I was quite visibly upset, I was informed at that time that " since the checks were a forgery and not the result of my doing '' I could expect a full reimbursement, and it would only require that I submit the required forms to be completed and the money would be electronically transferred back into my account. I explicitly recall the feeling of relief and trust, that my bank would help me in this very important matter. I agreed and was assisted in filing all the required paperwork by one of their Financial Relationship Consultants / Team Leader employed in their XXXX, IL branch. This person was XXXX XXXX, he helped me file the necessary paperwork I did exactly that and was very compliant with every step of the process, providing them police records, banking records, and all the required documents. I then waited .... Months went by and I was reassured that it was still in the process of processing, as I would periodically check in with my banker ( XXXX ). My visits should all be documented as Mr. XXXX would update electronically the inquiry on his computer and I again entrusted that they would do what they had assured method would. I do specifically recall I would say I must have made at least 3 or more of those check-in type visits approximately 3 times if not more. On one occasion, I was told there was a new branch manager and things had been moved around and that he could not actually lay hands on my paperwork, to check back in a few days ... which I did. Today was one of those days. I am now being informed that a letter was sent to me ( which I never received ) stating, they do not intend to pay me what is, was, and should have ALWAYS been my money, and rightfully mine from the day I earned it, and then deposited into what I thought was a safe and secure Regions Bank account. I am asking for your help and assistance in this matter. I will enclose all paperwork and records which will include dates, account numbers, police reports, and all necessary paperwork in support of my complaint. XXXX XXXX, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The account was closed paid and XXXX balance but it continue to report account as late and it keeps affecting my credit report. Each year it places a annual fee and if I don't pay it is shows late. Even thru I am not able to use the account. I have disputed the accounts several times but it keeps coming back account verified. I tried to send a cert letter to address know to system but it was returned attempt unknown. I really need help because it keeps dropping points on my credit report and I am unable to apply for credit and its not my fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A