Date Received: 2023-05-25
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Regions Bank 2023 XXXX XXXX XXXX XXXX XXXX XXXX : {$400.00} XXXX. Register at regions.comXXXX using your personal code XXXX by XX/XX/2023 XXXX. Open a new personal LifeGreen Preferred checking account between XX/XX/2023 and XX/XX/2023 XXXX. Enroll in Online Banking within 30 days of account opening 4. Make {$1000.00} or more of total deposits transactions that post within 30 days of account opening *Exclusion ( document attached ) - " When the credit is issued, new account must be open and have a positive balance '' ISSUE :- With criteria achieved above, the bonus was scheduled to deposit BY XX/XX/XXXX as stated on the Regions Offer Tracker. My checking account hit a {$0.00} balance which triggered an internal logic that rendered the bonus " Excluded '' and transitioned the account into a " soft close '' even though funds we're placed back into the account within 5 days. - The exclusions do not state that a {$0.00} balance also makes the offer ineligible and does not supply a definition of " positive balance ''. - The exclusion states " When the credit is issued '', is impossible to determine when the credit will be exactly issued due to only stating a projecting date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 382XX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX two transactions {$1000.00} and {$500.00} was debited against my checking account using myXX/XX/XXXX account and sent to two XX/XX/XXXX merchants : ( XXXX XXXX*XXXX, recipient email address : XXXX ) & "XX/XX/XXXX). I had XX/XX/XXXX loaded on my then XXXX XXXX XX/XX/XXXXand it was linked to my Regions debit card on file at the time and in my dispute with my bank I explained that my XXXX XXXX was stolen. As I explained to Regions bank that My XX/XX/XXXX was hacked into using my stolen XXXX XXXX XX/XX/XXXXand transferred funds to the above mentioned XX/XX/XXXX merchants unauthorized by me. To further explain, on XXXX XXXX my purse containing Region debit cards, XXXX XXXX card & other Bank debit cards, cell phone XXXX XXXX, other credit cards along with my XX/XX/XXXX XXXX XXXX was stolen XX/XX/. I had to get a new phone on XX/XX/XXXX, an XX/XX/XXXX XXXX due to my XX/XX/XXXXXXXX plus was stolen. Also on XX/XX/, I received a Text message from Regions Bank stating '' asking if I authorize " XX/XX/XXXXw/ Regions Debit Card #??? & I responded in text stating " NO '' and with all that they still say I authorized these transactions. On XX/XX/2022 the XXXX police department was dispatched & upon arrival on scene, a police report was filled, report # XXXX, XXXX XXXX XXXX was assigned to case. On Saturday XXXX XXXX, I went early to local Regions bank & spoke to bank representative explaining my situation of checks, debit, Visa cards being stolen and she started the process of closing my then checking account and opened a new checking account and issued me a new regions debit card. I have disputed these transactions XXXX XXXX thru the XXXX XXXX department and stated that I did not authorize these two transactions of {$1000.00} & {$500.00} and I am not satisfied with their resolution of stating " Our review found that the transactions appears to have been authorized. '' I have several supporting documents to provide to support his claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: To whom it may concern : I want to share my experience with the CFPB and respectfully request that someone look into the lending and collecting policies of EnerBank USA. In XX/XX/XXXX, we took out a home improvement loan with EnerBank USA for {$19000.00}. We had two years - no interest- to pay it back. The full amount was due by XX/XX/XXXX. We paid monthly on the loan and planned to pay the remainder off by XX/XX/XXXX. I had a family emergency in XXXX and XXXX and by the time I was able to think straight again, my husband and I realized we'd missed the XX/XX/XXXX deadline. My husband went on the EnerBank USA website and thought he found the full amount owed and paid it off on XX/XX/XXXX. He tried to call EnerBank to see if the loan was now closed but after an hour on hold, he wasn't able to get through. I then took over and after two hours on hold - was disconnected once and had to call back, I finally reached a customer service representative who said that we owed over {$7000.00} dollars in interest because we didn't pay the entire loan off by XX/XX/XXXX. From XX/XX/XXXX, on, we were being charged 17.99 % interest on {$19000.00} even though we'd paid half the loan off by XX/XX/XXXX and the whole loan off by XX/XX/XXXX. That didn't matter to EnerBank because they charge 17.99 % daily on the full loan amount even though we'd paid half back over the two years. Yes. We had a signed contract with them and we knew that they charge exorbitant interest rates if the loan isn't paid in time and we had every intention of paying it in time but due to a family emergency, we were delayed. I explained the situation to the customer service rep and she said there was nothing we could do. I asked to speak with a manager. She said the manager would tell me the same thing. I told her I still wanted to speak to a manager and see if they could reduce the penalty since we'd paid 1/2 the loan off by XX/XX/XXXX and the full loan two months later. She put me on hold and after a half hour she came back to say no manager was able to speak to me. I told her I would wait and she told me that someone would call me back in 24 hours. I waited 24 hours and no one called. I then began to do extensive research on EnerBank and found that my experience was similar to so many customers and the reviews were scathing. I went on the XXXX website and found hundreds if not one thousand reviews of their predatory habits. I read about people losing their homes because of them. Here are the key issues I'd like you to look into : Their online portal : It is almost impossible to get a payment history. I had to go through two years of XXXX banking statements to make sure I knew what we'd paid to date, as EnerBank doesn't have that information on their online portal. Their customer service : Customers wait hours on hold and never actually get to speak to a manager Their unwillingness to work with customers : There was no attempt to even discuss my situation with anyone. Thankfully, my husband and I were able to come up with the money once we realized they'd not budge and would continue to tack on 17.99 % interest every day on a {$19000.00} loan that we'd paid off. A manager called me back and left a voicemail for me to call them back at the toll free number. No extension- just call the toll free number and wait again, which I did, only to be told that the message the manager who'd called me had was 'No- nothing could be done about the interest. ' End of story. When I paid off the interest penalty today ( {$7300.00} ), I was on a recorded line. I explained to the customer service representative that I was not upset with her but that I was going to share my thoughts about EnerBank on the recorded line because I think their business practices are shady and their unwillingness to even speak with the customer and come up with a reasonable solution is criminal. In addition to researching customer reviews on EnerBank, I see that they are offering huge sign-on bonuses for people to work in their collections department. Of course they are. The only way to pay off a loan with them is with cash/checking/debit. You can't pay it off with a lower interest credit card so you are forced to pay their daily interest rates ( which are huge ) until you have the cash to pay it off. I can completely see how easily someone can go under if even one thing goes wrong with their loan. Of course, I made a mistake getting distracted in XXXX and forgetting to pay off the balance. That was my error and it cost my husband and me but I worry about the people who can't come up with the cash to pay the huge interest they charge and who try, desperately, to get through to someone at EnerBank to help come up with a payment plan but are told there is no flexibility, no willingness to even discuss or hear a customer 's story. I have filed a complaint with the XXXX. I let the company who did our home improvement ( who directed us to work with EnerBank ) know about our experience and they are going to share it with the team of other companies they know who use them. That company- XXXX 's XXXX in XXXX, XXXX, tried to reach out to their contact at EnerBank but never heard back. If you need any further information, please let me know.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/23, I discovered that my minor child had made {$4800.00} worth of unauthorized charges with my debit card. I contacted Regions to cancel the card and to file disputes. The charges were all made through 2 merchants that were a part of my online wallet. Regions issued a temporary credit. A month later I received a letter that Regions found the charges were authorized and they would be debiting the {$4800.00}. I contacted their customer service and the lady I spoke with said the merchants had provided a copy of my ID so they did not consider it unauthorized. I explained that I did provide my ID as a part of opening accounts with the merchants but I did not authorize a single one of the charges. She said there was nothing they could do. I did not authorize these transactions. That was literally almost all of the money in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a loan with EnerBank ( Now Regions bank ) for my solar panels. XXXXm paying with autopay. Theyve changed their autopay system and charged me {$260.00} twice on XX/XX/XXXX. I spoke to XXXX ( XXXX min wait ) on XX/XX/XXXX, she resolved the duplicate recurring payment issue but said I would receive a call within XXXX hours for refund of duplicate payment. This call never came. I called again XX/XX/XXXX ( XXXX min wait ). Spoke to XXXX she assured me I would get a call. Its now XX/XX/XXXX. There is no way to speak to a manager. Apparently the only way to speak to a manager is to wait for their call which never comes. Banks shouldnt be allowed to do this. This should have been resolved on my first call. The bank should be fined for the inability to resolve complaints. The bank has no incentive to resolve this, or to prevent it from happening in the first place. Of course if I owed them money things would be different. By the way I tried to resolve this online with a form - got no response. Tried to use their text system, it doesn't work with XXXX customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I had a line of credit with Regions bank. I rarely accessed my checking, savings, credit card and line of credit. On or about XX/XX/XXXX I paid the full balance of {$4400.00} on the accounts and requested that the line of credit and credit card be closed. On XX/XX/XXXX Regions placed at {$47.00} maintenance fee on an account that was supposed to be closed. The fee then turned in {$190.00} because there were no notifications sent via email, mail or phone. I had this account for more than 5 years it shows that the fees were always taken from the checking account. During this period there was roughly {$24000.00} in the checking account. I was unaware that the line of credit was still open or there were fees being added and late payments being applied to the credit reports. When I purchased my house in XXXX I was notified of this on my report from XX/XX/XXXX then again on XXXX, XXXX and XXXX of XXXX. After contacting Regions 100s of times about this matter I finally got a rep named XXXX that said this was wrong and he would work to get the reports corrected. After about 60 days the reports updated and the negative lines were removed. There was a delay in my house closing which caused them the run my credit report again the day before closing and the negative lines were placed back on my report. This caused my interest rate to increase 1 point and I had to put down an addition {$25000.00}. My mortgage is now {$3700.00} instead of {$2900.00}. Now after all of this I still can not get the line of credit account closed. This makes no sense to me. The checking account and credit card is closed but the line of credit will not stay close. Regions will tell me its closed then 2 months later it will be open again. I've been into 2 different branches and requested it to be closed. They will say sure we are closing it now then it remains open. I can not keep loosing sleep in fear that a service fee is going to show up on my credit report. I do n ot do any business with them and should not have to keep monitoring a closed account. At this point I consider this fraud. They continue to charge fees on an account that I do not want open. I have disputed the credit report over and over in the last 2 years and they keep saying the chargers a valid and will not remove it. My current score is still XXXX but this is pulling it down from being XXXX and costs me additional points on my auto loans and other credit cards. I am requesting that the credit reports be corrected and the line of credit be permanently closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have reached out to the involved companies through the credit bureaus, and it has been 90 days without any response. This lack of communication is concerning and disappointing, as I am only trying to resolve the issue with these accounts. The unresponsiveness from the company may be perceived as an admittance of incorrect or inaccurate information. I demand that this unverifiable information be removed from my credit report immediately. The 90-day delay in addressing this matter is unacceptable and impacts my financial standing. I expect prompt action to resolve this issue and ensure that my credit report accurately reflects my financial history. Please let me know if you would like any further revisions or if you have additional concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Problem when making payments
Subissue:
Consumer Complaint: In XX/XX/XXXX, we purchased a house with an expensive air conditioning system. On the first hot day of the summer of XXXX, we turned on the AC to find that it did not work. It had to be replaced on XX/XX/XXXX. We signed up for a one year same as cash agreement with EnerBank USA, and I began making payments. The amount owed was {$8400.00}. I paid {$2000.00} on XX/XX/XXXX, {$430.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, {$750.00} on XX/XX/XXXX, and {$750.00} on XX/XX/XXXX. I have now paid the entire amount, but EnerBank does not acknowledge that I have made all of the payments. I have had long phone conversations with 3 different employees on 3 different dates, and each of them has given me different information about payments that were not received. One of them even sent me an invoice that indicated that EnerBank owed me money ; some of my payments had been doubled. From the beginning there were problems with making payments. Twice I was able to make payments online. Other times when I tried, I could not. I asked for payment coupons and occasionally received one, but some of my payments were made without coupons because I did not have them. The amount that I owed was never accurate on the statements that I received. One statement indicated that I owed interest when the agreement was that there would be no interest owed if all of the debt was paid within 1 year. Statements received indicated that my first payment of {$170.00} is due XXXX, XXXX, more than 3 months after the year end due date. I have sent verification of a payment that one EnerBank employee said they did not receive. My verification was not acknowledged. On XX/XX/XXXX, with my final check payment, I sent EnerBank a letter detailing each payment that I have made, whether it was online or by check, the amount of the payment and the check number. When I phoned today to double check my final payment of the loan, I was told that they did not receive that verification and that I still owe {$1500.00}. I asked to speak with someone in management and was told that management only takes emails ; I was told that someone from Customer Service Management would call me back but there is no direct number so I can not call them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60451
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I need my credit report fixed by Region providing false info and straight talk on all my mortgage options. As a XXXX XXXX XXXX with XXXX, I couldn't work during Covid and applied for forbearance. When I resumed payments, the bank extended my mortgage length and applied a lower percentage fee. However, the escrow balance got mixed up by the bank to a debt of {$2100.00} which I was not informed of despite my many inquiries about this. I also asked continually about all my options to have a lower payment. I was never informed of the Homeowners Assistance Fund and my inquiries about this went unanswered. I researched it on my own and found out all of Florida 's funds were gone. I was told by my Region 's Bank escalation service, XXXX XXXX, that it was not their job to tell me. Now, over the past couple of weeks I investigated obtaining a loan against my house. equity. XXXX XXXXXXXX XXXX XXXX Escalation Specialist - Regions Phone ( direct ) : XXXX XXXX Toll Free : XXXX Ext XXXX Fax : XXXX XXXX connected me with the wrong department, housing refinance. After I had given them all my info, I realized I needed another dept. So I told them to STOP the refinance paperwork and transfer me to the loan dept which they did. However, despite this, they processed the refinance request anyway, denied it, and passed the denial to the major credit bureaus, ruining my credit! I am concerned that with all the mixed info Regions is harming me. Today I got snail mail telling me to be patient plus by mistake they sent me someone else 's account info. along with it saying the same thing! Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32068
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This complaint is for the Regions Bank Fraud Department. On XX/XX/2023, a reputable meat wholesale company in XXXX, XXXX posted on their business XXXX Account a sale of puppies. I messaged the company directly and was advised there was a deposit required. I obtained the CashApp information, and within 30 minutes I realized that their business XXXX Account was hacked and I was a victim of fraud. One of the Administrators of the Account contacted me and advised their account was, indeed, hacked and unfortunately, they were not selling any puppies ( 30 minutes after the transaction ). In trying to resolve the issue with XXXX, a representative advised that they were not going to help me obtain the money from this account and it was not their responsibility to provide a refund due to a scam. I submitted the dispute with Regions Bank and was not provided a response. I contacted the Bank virtually and was told they were not going to credit me the {$250.00}. In speaking with Regions Fraud Department, they advised that they were not going to provide a reimbursement for this and that I was supposed to obtain the refund through the third-party ( XXXX ). At this point, I requested that the representative from Regions Bank Fraud Department submit a complaint of their practice to refund victims of scams. I have been a loyal customer with Regions for over ten years, and they were unwilling to refund a {$250.00} transaction. I understand the situation that I am in. It was my decision to send money through an application that is not secured thru FDIC ; however, I find it hard to believe that this also happened to my mother a few weeks ago ( another victim of scam with XXXX ) and she was able to get her money refunded within 2 days time. If the Regions Fraud Department is able to provide this assistance to my mother, why could they not do this for me as well? I have been a loyal ( preferred ) customer with Regions Bank for over ten ( 10 ) years and I have never called to dispute a scam or fraudulent charge. The email alone is more that {$250.00} but someone has to figure out how to stop these companies from allowing your customers to be victims of scams and have their hard-earned money taken from them. Again, the wholesale meat company is a reputable company in XXXX, XXXX and there was no way for me to know that their account was hacked or compromised. For the Regions Fraud Department to not provide a one-time grace for their customers to understand this is a big issue in the United States and not protect their customers is sad. It's only {$250.00} and I can only image how much they have received from my overdraft fees and interests on money in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39402
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A