Date Received: 2018-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX and XXXX XXXX sold their condo in XX/XX/XXXX and paid off the mortgage balance in full. On XX/XX/XXXX, Regions, who had the mortgage and has XXXX and XXXX 's checking account with mortgage payment automatically drafted, took out the {$750.00} mortgage payment, even though there is no longer a mortgage, or a condo ( it was sold to someone else, who paid cash ). I called and emailed XXXX XXXX at the XXXX branch, who called and spoke to XXXX in the mortgage dept. First they wanted to mail a check - to the condo, where XXXX and XXXX no longer live - in two weeks. I insisted that was not acceptable, sent emails to Regions customer service, demanded to speak to a supervisor, asked to speak to their compliance dept ( said request was denied ). Finally, when I threatened to call CFPB, they put the money back in, and said they needed to find where it went so it would n't happen again. XXXX, a supervisor in XXXX, XXXX XXXX assured me it would not happen again. I asked for, and received, a letter stating the mortgage loan was paid in full. ( A Release of Lien document was not available yet. ) Now, fast forward to XX/XX/XXXX, and the {$750.00} was taken out again, after spending dozens of hours of my precious time in XX/XX/XXXX and getting an assurance this would not happen again. They are stealing XXXX and XXXX 's money. In addition, the letter states an escrow refund of {$13.00} is due, but apparently they mailed it to the condo that was sold to someone else, so that was never received either. I want Regions to forever stop stealing money to pay a mortgage that has already been paid off, refund the {$13.00} plus a {$100.00} service fee for the inconvenience back into the account ( direct deposit, not a check put in the mail to a bad address ), and I want them fined by the federal government for being dishonest and an absolute hellish nightmare to try and work with. I should not have to spend my time dealing with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 794XX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-02
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: A credit card was opened in the name of myself and my father. My father XXXX XXXX in XXXX XXXX. When probate was started, the savings account, checking account associated with my father, and credit card associated with my father and myself was supposed to have been closed in XXXX, XXXX or XXXX weeks after the XXXX of my father. Four months later, in XXXX I received a letter from the bank that issued the card stating I owed money for a charge from XXXX ( more than one month after the credit card account was supposed to have been closed ). Not only was the card not closed, a charge was made, and the bank expects to hold me liable. XXXX XXXX, the agent who assured us the credit card was closed now says that it was not closed, and that I am responsible for the charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29621
Submitted Via: Web
Date Sent: 2018-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due Hurricane Irma, we were offered help by XXXX XXXX and XXXX XXXX under a campaign called " Forbearance '', which offered 90 days of grace, in which we, clients from the affected areas did not have to pay the mortgage ( with no negative consequences ), and the payments were deferred to the end of the mortgage term in order to let us use that money to repair our houses. On XX/XX/XXXX, we received confirmation from XXXX XXXX that we were included in the Forbearance plan for 90 days : " If you are unable to make your mortgage payment, this will give you more time to focus on your immediate needs for 90 days and at the end of the 90 days Regions will work with you to determine what other options are available ; such as, repayment plan, additional forbearance, or a modification of the loan and spread of the payments over the life of the loan. Please know that we have already coded your loan so that late charges will not be assessed for your XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments. Additionally, negative credit will not be reported for the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments should the payments be delayed. '' On XX/XX/XXXX, less than 30 days after the offer, we received a letter requesting us to fill up a Uniform Borrower Assistance Form. Few days later, we started receiving calls ( aggressive calls ) from the bank requesting us as mandatory to return the form and update our financial information in order to proceed with a re-financing process, even when there were more than 60 days of the Forbearance period. I requested many times to Regions the option of Disaster Modification and it was denied to us with no explanations. We contacted XXXX XXXX, and they confirmed us that we did not have to fill up the form and we have the right to receive a Disaster Modification in our mortgage without filling any form. We opened a case with XXXX XXXX and they offered to help us with our problem. On XX/XX/XXXX, we received a letter from the bank asking us to contact them in order to figure out what to do after the 90 days of Forbearance ( XX/XX/XXXX ), but two days later, on XX/XX/XXXX, over 20 days before ( not after ) the Forbearance period ended, we receive a letter from XXXX XXXX saying : " This letter is formal notice by Regions Bank that you are in default under the terms of the documents creating and securing your Loan described above, including the Note of Deed of Trust/Mortgage/Security Deed ( " Security Instrument '' ), for failure to pay amounts due. ". After that day, I could not sleep or eat and my family and I have been living in the unbearable stress of losing our home. On XX/XX/XXXX, we received a letter from XXXX XXXX saying : " XXXX XXXX is the owner of your mortgage, and your servicer REGIONS BANK DBA XXXX XXXX notified us that you payment is late and you might go to foreclosure. '' Please, notice that we have been receiving letters taking about default and foreclosure over 20 days before the Forbearance period ended. I do n't not how to describe the way my family and I were treated, the feeling, fears, confusion and disappointment. We accepted the plan as help and we feel that it was just a trap to take our home from us. After a long fight, we finally got XXXX XXXX to honor his word and pushed Regions to let us offer the disaster modification, but then again, Regions started to play tricks with us. First, they send us a loan modification with 40 years of maturity where instead of the actual payment of US {$3700.00} we would be paying US {$3300.00} ; that means, that we would be paying only XXXX {$310.00} less but for the loan would be extended another 10 years. We rejected this offer because was unfair, did not make any financial sense and it was n't even close of what they offered us on XX/XX/XXXX. On XXXX XXXX, we received another letter saying that at this point, we had two options to avoid foreclosure : accept the 40 years modification or leave our home ( based on a short sale ). After a new round of calls with XXXX XXXX and Regions, on XX/XX/XXXX, the last day of the Forbearance period, we received a new offer for the disaster modification in a very confusing, erratic and vague document. We tried to contact Regions almost every day, in order to get answers and details of the offer but always got their voicemail and never a call or answer back. Finally, on XX/XX/XXXX, afraid of losing our house because the aggressive attitude of XXXX XXXX, we paid off Regions the amount of US {$14000.00}, the money we had saved to fix the damages caused by Hurricane Irma to our house. The whole Forbearance plan was twisted and used by Regions Bank to force us to pay the whole amount or push us to a foreclosure. Whatever was designed to help people like us, became as a punishment and nightmare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33179
Submitted Via: Web
Date Sent: 2018-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX my spouse saw an ad online about XXXX XXXX XXXX, pay S & H of {$4.00} for a 14-day trial. I received the cream on XX/XX/XXXX and used it for 2 of the 3 days remaining that I had left on their " trial ''. I had to stop because it was XXXX XXXX XXXX and turning my XXXX XXXX. I tried several of the phone numbers that I was able to locate ( XXXX, XXXX, XXXX, and XXXX. ) in order to cancel the membership but no one I spoke with could locate my account. OnXX/XX/XXXX I checked my bank balance and found a charge of {$89.00} made by " XXXX '', for which I did not authorize to do. XXXX is the only one I authorized to take the {$4.00} for S & H only. The {$89.00} was for membership which was located in their Terms and Conditions link in the very tiny small print way down the bottom of the ad page where most people would not notice it. XXXX changes the Terms and Conditions at any time and without notice. I saved a copy of two of them. Nowhere could I find " XXXX '' or that the membership would be made by them and not XXXX. I tried calling XXXX again but got the same result ... no account in my name. I called my bankcard company and cancelled the card. The bank rep told me that the {$89.00} was in " pending '' and had not cleared the bank yet, and that by Wednesday ( XX/XX/XXXX) that amount would be removed from my bank card withdrawals. On Wednesday the amount was still there and this time it had cleared the bank. I called my bank, Regions and complained. I had cancelled the card on XX/XX/XXXX but on XX/XX/XXXX the {$89.00} cleared the bank in error. I was sent an Affidavit to sign and mail back to the bank. A few days later after not hearing from the bank, I emailed them to see how far along they were in settling my dispute. The email reply from the bank was that it had already been settled unsuccessfully and that a letter was sent to me about it. To date I have not received that letter. I emailed XXXX ( XXXXXXXXXXXX ) to cancel my account if one was found, but instead of cancelling it they created a new one and sent me an email to that effect ( from XXXX XXXX XXXX this time ). I told them they had made a mistake and to cancel the new one and any other ones they might have in my name. I 'm waiting their reply, if there is one. On doing research I have found many discrepancies with XXXX ... an F rating and a score of 1.06 out of 5 stars with the BBB, XXXX report, reports and complaints of XXXX being a scam, and many websites with many angry consumers who have had at least {$89.00} or an amount similar taken from their bank account or credit card unknowingly. I 'm really disappointed in my bank for allowing a charge to clear two days after the card was cancelled, and the scam that XXXX has tried to pull over me and many, many others. Note : XXXX does not issue you any receipts, etc. I would be perfectly happy to get my {$89.00} returned to me and XXXX put out of business so that they can not get away with being deceitful or hurt anyone else.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX I opened checking and savings accounts with Regions bank and I used their online feature to do them both. I deposited {$50.00} in each account as an opening deposit. I wanted to transfer money from my old bank and called Regions customer service to ask if I could write a check to myself and use the mobile deposit app on my tablet to deposit it in my new Regions checking account. I was told that I could and that people do it all the time. During the deposit process you are presented with 3 funds availability options and I picked the overnight option. The following morning, XXXX XXXX I checked my account and saw that the deposit had been made. On XXXX XXXX they reversed the deposit and took the money out of my account. I called Regions customer service and during the course of about 3 hours I spoke to at least a half-dozen Regions employees including a gentleman named XXXX who stated that he was an online banking supervisor. I explained to him that the money I deposited was all the money I had to make it through the rest of the month, that I was a XXXX Veteran, and that my caregiver was off until after XXXX so I had no way to get to a branch. He stated that there is nothing anyone can do unless I go into a branch. He also told me that I had overdraft protection so if I needed groceries I could use my check card and the overdraft protection would cover it. I asked him about the fees and he said I could probably get them reversed. I also spoke to an employee who stated his name was XXXX in the local branch and explained to him that I had no way of getting into the branch, that I 'm a XXXX Veteran, on oxygen 24/7 and asked him if there is n't anything that could be done. He stated the only way they could remove the hold is if I came into the branch and talked to the branch manager who had the authority to remove the hold that was placed on my deposited funds. XXXX, and other Regions employees told me that the hold was on until the XXXX of XXXX. But on XXXX XXXX they changed the deposit to pending again. This had really gotten my accounts all messed up at both the old and new banks. Because I had my VA XXXX benefits and XXXX direct deposits changed to Regions it is too late to change them back to the old bank and get my money. Then yesterday, XXXX XXXX, I received the attached letter which stated that the reason my deposit was put on hold was because they had " confidential information '' which made them believe the check that I deposited would n't be paid. How is that acceptable that a bank can use confidential information to make a deleterious action against a customer. The whole experience has been very, very disturbing to me and I am just stunned that Regions would n't take proactive steps to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37604
Submitted Via: Web
Date Sent: 2017-12-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-22
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a promotion offer of 400 $ for opening a new checking account with Regions Bank in XXXX XXXX. I have met the opening requirements for eleven months and have not received the bonus of 400 . I have called and visited their customers service for more than times and they told me I qualified the promotion offer and met all the requirements. But I have not received the bonus to date. Therefore, I am requesting Regions honor the offer and award the bonus to my account. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2017-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: We mail in our rent on the first of the month, but it usually takes one-two weeks for our landlord to deposit it. Sometimes it 'll be up to the XXXX of a month, the money has n't been taken out according to our bank 's website, mobile app, and ATM, so we 'll go get groceries so we can last a couple days until we get paid again. Two or three days will pass, we 'll check our account, and we 're good. We 're a few bucks short of rent, but we get paid the next day, so we should be fine. Friday rolls around, we check our account, and there 's much less money than we expected. We go to check the transaction details and there are MULTIPLE overdraft fees. The rent check has indeed come out, but now it looks like it came out on Monday or Tuesday. It never showed this anywhere between Monday and Thursday, but it 's suddenly there now. And every transaction that occurred after it 's currently posted date has resulted in it 's own overdraft, whereas if it was withdrawn in the order that the account had shown the day BEFORE, there would only be one overdraft, sometimes by only a few cents. I 've tried calling and messaging multiple times about this issue which has happened SEVERAL times to us over the past few years. When they 'll actually talk to me ( which is almost never ; despite me being on the same account with my wife, they always insist to speak to her, but she can almost never be around because of her work schedule, ) they tell me " Well it looks like it came out on Monday! '' It did n't look like that all week long, and I of course have no screenshots to prove it because who takes random screenshots of their bank account predicting that they 're going to be XXXX over this month? Now, I understand that the day the check is deposited and the day it clears can differ. But the day it posts to our bank account should be the day the money is officially withdrawn from our account. We have no possible way of knowing the status of the check and the website gives you no indication that it is currently " Pending '' like it will do for other types of charges. It has happened to us at least three times in memory, possibly more, and has cost us hundreds of dollars in overdrafts where only a single one should 've occurred each time. Everyone we 've reached out to for help seems to be utterly clueless as to what even happened, and every single time they 've had to ask for someone else to help them out. We ca n't be the only ones this happens to. We 're just trying to catch back up on finances and pay off debts ( I have an issue with sudden extra debts showing up with no warning AFTER we finished paying off our entire Regions Credit Line, but I 'll make that a separate complaint, ) and having this happen to us every few months is like that XXXX XXXX XXXX song : XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72903
Submitted Via: Web
Date Sent: 2017-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I am a victim of identity theft. Regions has requested that I fill out their identity theft document which is attached to this complaint. Also attached is a copy of my photo ID and the letters I received from the other banks where fraudulent accounts were opened and the FTC affidavit of identity theft as well as a copy of the lease for the apartment I lived in during this theft. The police report number filed with the XXXX Police Department is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I had a check present on XX/XX/XXXX. At the time, my POSTED balance was {$170.00}. The check amount was {$300.00} and was POSTED to my account and subtracted to my POSTED balance causing my account to become overdrawn, at which time, I was charged an overdraft fee for an item that was paid. This item was only an " overdraft '' because Regions ' system posts the check as paid. I was originally told that it was in a " pending '' status for review yet it withdrew from my posted balance. The following business day, XX/XX/XXXX, the item was returned as an NSF item and then I was charged a returned item fee, which I do not dispute. I dispute the process in which their processing system loopholes overdraft fees to be charged to the account. Items should not post and withdraw from a posted balance unless they are items that are paid. I should not be charged an overdraft charge due to an item that was only overdrawn due to an item the bank did not pay and I was not truly overdrawn. Subsequent NSF fees were charged, as well, after I had filed a Reg E claim on XX/XX/XXXX totaling {$120.00} that was not resolved within the ten business day required. This {$120.00} in addition to the incorrect charge of {$110.00} from VIPStore ( the difference was refunded ) all totaled this negative balance. The processing system that Regions uses is rigged and allows overdraft fees to be charged when an account is truly not overdrawn. I had called on XX/XX/XXXX to ask about the process and have been getting the runaround ever since. Today was the third time I have had to call with no resolve still.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Customer : XXXX XXXX XXXX XXXX. Point of Contact : XXXX XXXX Account XXXX Customer ID XXXX Card # : XXXX XXXX XXXX XXXX XXXX is a XXXX XXXX conducting business in the XXXX XXXX XXXX Area. Between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX there were XXXX fraudulent fuel transactions in XXXX cities in the XXXX XXXX, XXXX and XXXX, where we do not transact any business for a total amount of {$3900.00}. The card has been in our possession and has never been lost. On XXXX I received a call from XXXX XXXX, the XXXX representative assigned to our account, that the disputed card was declined several times. I told him the card was in nor possession and we were not using it. The next day XXXX I reviewed the card transactions and it was apparent that the card was skimmed somewhere and used in the XXXX metro area. On the same day XXXX I contacted XXXX 's afterhours support and had the card blocked from further usage and initiated a fraud claim. XXXX denied our claim stipulating : " this dispute was denied based on the XXXX Reserves XXXX XXXX which provisions what we call the XXXX rule. To clarify, this government regulation states that if a business has XXXX or more cards issued to them, then that business is responsible for any and all transactions on the account, whether they are counterfeit or not. " We did not use nor did we authorize the use of the disputed card for the fuel transactions or any other transactions in the XXXX metro area. Attached are the complaints, email communications with XXXX staff, and an XXXX file containing the disputed transactions. Please let us know if you need further information. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A