Date Received: 2017-05-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account after receiving a promotional flyer in the mail. I would receive a {$400.00} bonus for : 1. making 10 debi t card purchases by XXXX XXXX XXXX 2. enrolling in online statements by XXXX XXXX XXXX . 3. registering for the promotion using the referral code. I opened the account on XXXX / XXXX / XXXX following the directions. I enrolled in online statements and made the debit card purchases as required. I did not receive the bonus. When I inquired with Regions, I was told many different reasons ( I qualified, but have to wait 6 months from account opening ; I did n't register the account correctly ). I finally emailed and received an elevated inquiry with customer solutions. It was said that I was n't enrolled in online statements. The system showed that I enrolled in online statements on XXXX / XXXX / XXXX but then unenrolled the same day. I did receive a paper statement in XXXX . I sent a secure message via my online account to inquire about this on XXXX / XXXX / XXXX . I did not receive any detailed information ; only the directions to enroll in online statements. I re-enrolled, even though I never unenrolled. For this reason, I feel like the company is witholding the bonus due to a computer error, not my own. I followed up with customer solutions, who informed me that the branch manager where my account was opened ( XXXX XXXX XXXX XXXX , GA XXXX ) could override the decision. I first spoke, then emailed XXXX XXXX , a branch banker who said he 'd help me. He did n't respond for a week after I provided him the information and I emailed him again. His response stated that he could not help. I called customer solutions again and had the representative ( XXXX ) contact the branch manager on my behalf. The branch manager, XXXX XXXX , would not override the decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2017-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Starting in XXXX XXXX I applied for a loan to build a house with regions mortgage in XXXX Al XXXX and the person I started with was doing a good job with the process of get every thing done in a timely matter. Then she left the company and I got passed on to someone else that was doing a great job with process also and then he left the company and I was passed to a XXXX XXXX who has did nothing since I have spoke with her but lied as if she is working on my loan. So I asked to speak with her manager XXXX XXXX and she did call me back after I called her abo ut three times and left a voice message on my phone. I called her back and left a message for her to call me back. In the message she said she would me Monday the XXXX so I called her again. NO CALL BACK. My credit is good and I have my own money for my down payment. It 's now XXXX and still I 'm at phase XXXX so all I can say is maybe they do n't want to help me. So please tell me what do u call this issue that I 'm dealing with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 367XX
Submitted Via: Web
Date Sent: 2017-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX I deposited a {$6000.00} check via my mobile device into my new account at Regions Bank in XXXX , Al. The payor was a jewelry company that purchased an item from me. That company is located across the street fr om Regions in XXXX and their check was drawn on a local bank. I was recently divorced and chose per my decree to return to my previous name XXXX XXXX . I opened the new account under XXXX . I was previously XXXX XXXX and the check was payable to XXXX . On XXXX XXXX I realized the deposit had not been credited to my account so I called Regions Customer Service. I was told the process normally takes 24 hours and would possibly post that day. It did not post that day so I called Customer service again and I was told that federal law allowed them to hold my deposit for 11 days. On The night of XXXX XXXX I checked my mail and I had received a letter from Regions fraud department that said " we have received confidential information that the deposited check may not be paid '' and the funds would not be available until XXXX XXXX . On XXXX XXXX I went into Regions to check on the possible fraud issue and I was told it was not fraud but the check was not paid by the payor 's bank due to NSF funds. I went across the street to the jeweler that wrote the check. I viewed his on line account and saw that the check WAS paid and had been drafted from his account. I also spoke to his banker who also confirmed that Regions had been paid for the check and it cleared the payors account and the funds were available. There was never an NSF issued. I went back to Regions and spoke again to the assistant manager, who then said there was a problem with my identify. I immediately provided her with my drivers license, SS card, and voters registration card, ALL under XXXX . I then pointed out to her that Regions allowed me to open the account under XXXX with a XXXX ID. She contacted the operations manager and the fraud department in an effort to at least release a portion of my funds to meet my immediate need. The bank refused my request even though they had received the funds and I had proven my identity. This caused an egregious hardship on me and my family. Regions employees all told different lies about the receipt of the funds and the reasons for the lengthy hold. Even though the bank may be legally allowed to deny me access for 11 days to my money there was never a valid reason for them to do so. I am furious! They even offered me a LOC that would cost me interest to cover my immediate need. Regions should be paying me interest for holding my money! The law that allows banks to do that should be amended to define " just cause '' if the funds have been paid and consumer ID is verified. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2017-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In this XXXX , I opened a new checking account with Regions bank as the promotion required. I met all requirements in the first month but I have n't received the opening promotion offer of {$400.00}. When I contacted the bankers recently, they told me additional terms which were not on the promotion at the time when I received and then told me I didnt qualify it now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2017-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX featured and ad on XXXX touting that all XXXX of the XXXX XXXX XXXX wanted to sponsor this product. They claimed it was the first time such an event had occurred. They also showed a XXXX XXXX woman wit XXXX XXXX XXXX XXXX XXXX XXXX ; and over a 30 m inute span of time the XXXX completely disappeared. The billing company i s ( XXXX XXXX ). I believe they are out of XXXX XXXX , CA They offer was for a free trial all you had to do was pay shipping and handling for {$4.00}. There was no mention of reoccurring shipments or payments. The first time my account was billed I did not notice it because of another glaring issue on my bank statement, but the XX/XX/XXXX bil l caught my attention, as did the package that arrived via USPS that had not been ordered. On the XXXX ad there was no place to look at policy or any other small print trickery. You simply clicked, put your information in and in a few days the product arrived in a non-descript box with no product information or any information ; just the product. This time when the product arrived I called and stipulated that I had not re-ordered the product and was billed for something I did not order. On XX/XX/XXXX I called, XXXX , the rude representative told me that I should have read the fine print. There was no fine print to read. I did not order from a website I ordered off of the XXXX presentation which did not include the fine print information. I was robbed by this company ; deceptively robbed. The information used to continue to bill my card was not on the XXXX ad. I specifically looked to see if anything said they would continue to bill you. No, it did not as a matter-of-fact it said no further obligation required. Calling the company 's number does not help any rep you get is well trained on their verbiage. By giving us your credit card information it became a legal and binding agreement, said XXXX . I cancelled the shipment. Got a confirmation # dated the call and the time. Follow-up calls would not get me a supervisor just two o ther tough talking reps. On XX/XX/XXXX - XX/XX/XXXX , XXXX would not divulge her call center ; she said it was privacy protected for security reasons. I told her any legitimate company is happy to tell a customer who and where they are in case additional follow-up is needed. Additionally, she said all supervisors were at lunch. I called again on XX/XX/XXXX for a supervisor and was denied again by XXXX . I told her that XXXX said I would be receiving a confirmation email which I had not received. She said the computer automatically generated the email when the cancellation occurred. I told her I did not get it. She started to become rude. However, I maintained my cool head and asked what procedure they had in place when the computer did not do what it is supposed to do. Do you report it to IT? She said hold on a minute. She came back and said I would get an email cancellation as well. I asked if she could give me a general idea of tiime of expectancy. She said I would have it i n 24 hou rs. We will see. Besides, she said, you have the confirmation number. I responded yes, but I want the promised email too. This company should be driven out of business because of its predatory practices. I was billed on XXXX XXXX , 2017 an d again on XXXX , 2017 for {$89.00} each time, before I caught it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35235
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
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 were using the XXXX XXXX MasterCard for fuel for our company vehicles. We just established this account in XXXX . All employees that drive company vehicles were assigned a card with a unique PIN to avoid unauthorized transactions. XXXX XXXX XXXX XXXX contacted me via email on XXXX / XXXX / XXXX about suspicious activity on one of our employee 's cards. After looking into it, we discovered that this person 's card was used to run up over {$2700.00} in charges, while the employee was in a different city on a jobsite with the card in his possession. Only explanation is the card number was stolen by a skimmer on a gas pump. I was told to fill out a form to file the claim. I have conflicting emails from this company telling me how to file the complaint - some told me to fill a form out and email it, others told me to file online. I did both. Afte r 4-5 attem pts - I was finally able to get somebody to look into the claim. This was in late XXXX . I have many emails showing my repeated attempts to get someone to help me with this issue. All that they do is open a claim for you, email you the claim #, then close the claim without doing anything. I received an apology via email for their poor service. I was promised resolution by XXXX / XXXX / XXXX . I did not receive any further communication until XXXX / XXXX / XXXX at which time they denied the claim, stating that the disputed charges were not covered under our Terms & Conditions due to a " 10 card rule ''. They said this is one of the many reasons they provide us with " tools necessary to monitor your account on a real-time basis to identify unauthorized use proactively ''. However, I can not get anyone at the company to tell me how this card was used without the employee 's unique PIN number. The PIN numbers are supposed to be one of the " tools '' to prevent these incidents, and clearly this did not work. Also since I short paid our invoices by the fraudulent amount, they cut off all of our fleet cards without warning, leaving our drivers in bad positions because they could not purchase fuel when needed. This company has the worst customer service department and response time of any credit card company that I have ever worked with in my 25 years of experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43213
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday XXXX XXXX I used an ATM just outside the lobby area of Regions Bank branch located at XXXX XXXX XXXX XXXX XXXX . XXXX XXXX , GA. I attempted to deposit a total ( cash ) amount {$690.00}. The ATM only gave me credit for {$300.00}! I received a error message returning my ATM debit card to me and prompting me to contact support and provided a number in which to call. After receiving this message I contacted the support team and on XXXX XXXX 3 days later I was credited with what now I understand as a provisional credit. Prior to this date I 'd experienced issues with not only this ATM but also the ATM located at the drive through taking the cash I was attempting to deposit and not crediting the account.I always make my deposit in portions to ensure i will not be inconvenienced financially because of the issues with the ATM.Once I could confirm the deposit amount I proceed to deposit the remainder.On Thursday XXXX XXXX my account was deducted for the amount of XXXX and I was told that the ATM was not inbalanced after further investigating and that I was given the {$390.00} as more of a courtesy. This has caused such discomfort and inconvenience to me and I have been really frustrated with the process of getting my funds returned to me. I have also been charged overdraft fees for items deducted from my account that was debited days before this even took place I have been to the bank 3 times in 4 days spoke to branch managers XXXX & XXXX whom are extremely nice & seem to be helpful following the days this catastrophe .I was told that the ATM was n't over & I have basically lost out on my funds .They have insisted that ' they would further investigate and also credit me for fees associated with this incident but have I have yet to receive my {$390.00}. I am requesting video footage of me depositing MY MONEY & video footage of whomever else is responsible for manually balancing the ATMS. I need whomever in charge of checking the bank cassettes to make sure the $ $ did n't get caught up in those as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Have tried to close my Regions bank account for over a week. Called again on Saturday XXXX and was told it was closed. I check today XXXX and voila it 's magically opened again and I was charged another {$8.00} service fee. Called them today and was told that the fee that posted yesterday XXXX automatically opened the account back up! I ca n't close because the fee is pending. This is absolutely ridiculous!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36830
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Regions Bank failed to honor the terms and conditions of a recent sign up bonus for a checking account. According to the offer promotional code ( XXXX ) , by XX/XX/XXXX , I was required to open any new LifeGreen Checking u sing the promo code. In exchange, I would receive a bonus of {$400.00} when I completed the following : Make 10 purchases with a Regions Visa C heckcard ( must post within 60 days of account opening ) Enroll in Online Statements through Online Banking ( within 60 days of account opening ) Moreover, the terms of the offer stated : The offer is available only to the person who has registered and is non-transferable. ( this is the same language in the previous offer, which was not targeted, so theres no reason to believe this is targeted ). {$400.00} bonus offer may not be combined with any other offer, does not apply if you have or had a Regions checking account on or afte r XX/XX/XXXX , o nly applies to personal LifeGreen checking acc ounts To earn this bonus, you must meet all requirements of the offer described above within 60 days of opening your new account. If earned, the bonus will be issued within 120 days of meeting these requirements, and will be in the form of a credit to the new checking account, which must be open at the time the credit is issued. All LifeGreen checking acc ounts require a {$50.00} minimum opening deposit. The only checking account with a n APY is LifeGreen Preferred. No interest is paid on other LifeGreen checking ac counts. For accounts opened in Iowa, certain account fees are subject to Iow a State Tax of 6 %, which will be assessed at the time the fee is charged, unless exempt. Taxes are the responsibility of the recipient. Regions associates are not eligible. I opened my account on XX/XX/XXXX , and I completed all terms and conditions that I could. However, Regions Bank never sent my debit card to my registered address which prohibited me from completing t he 10 tra nsactions requirement. Regions states they sent the card, but I repeatedly told them I did not receive the debit card. I was repeatedly assured it would come. My address is valid and I regularly receive mail at the address. Eventually at my own suggestion I requested Regions Bank send the card to a local branch so I could pick it up. I did, but wanted to confirm I could still complete the offer. I was told no, that the time had passed. I requested the time frame be reset so i could complete the promotional terms. I was told no. I was unable to complete the promotion due to Regions ' failing to ensure receipt of the debit card. My incessant requests for the debit card shows I intended to complete the terms and conditions. The fault is the Regions Bank, not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a vehicle fleet card program with FleetCor. They have made it very difficult to pay on time, which triggered numerous fees which have been extremely difficult to remove. In XXXX XXXX customers were unable to access their bills online, supposedly due to a computer upgrade. As FleetCor stopped sending bills, customers had no access to bills. Because bills were not paid, FleetCor started charging Fees, such as " High Risk '' Fees, " Late Fees '' -- and what I consider usery interest rates, Even Though FleetCor was at fault for not providing bills. These fees continued to accumulate and reached in excess of {$1000.00} by the end of XXXX . While my fuel bill was approximately {$1700.00} per month, for a total of approximately {$5000.00}. I was patient at first because I received messages from FleetCor not to worry that they provide credits for late fees. BUT no credits arrived. I Called in XXXX . I was on hold for over an HOUR -- Yes over an hour. I finally got a hold of a person in a call center who spoke poor English who had to then reach a supervisor to apply the proper credit to my account. Guess what, the following month, Not all the credits applied, But all the additional fees kept piling on. So I called in XXXX , and the call center answered and were unwilling to apply any credits. I was furious. I told the person that I wanted to cancel my account. That triggered my call to go to a " customer advocate ''. So, it was not until I threatened to cancel my account that I received someone willing to help me get credit for all the Late Fees that piled on. She was extremely gracious, removed all the late fees and even allowed me to pay my gas bill on the spot. I then cancelled my account with FleetCor feeling their deceptive practices does not deserve my business and went to XXXX , their competitor. I find FleetCor 's tactics fraudulent, doing whatever they can to accumulate late fees. I had trouble with them in the past, where checks that were sent ten days in advance were not posted into their account until after the due date, triggering late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45150
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A