Date Received: 2022-06-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: RE : Regions Bank - Dispute Denied Fraud Claim # XXXX Acct Ending in XXXX NOTE : I HAND DELIVERED TO REGIONS BANK THE ATTACHED LETTER WITH ALL THE DOCUMENTATION ON XX/XX/2022. REGIONS HAS REOPENED THE CLAIM - TICKET # XXXX AND COMPLAINT TICKET # XXXX. WAITING FOR RESPONSE. THE FOLLOWING ARE THE DETAILS REGARDING THE CLAIM : I received a letter ( see attached ) from Regions on XX/XX/2022 denying the refund of the following unauthorized charges to my account. XX/XX/2022 XXXX XXXX, XXXX WA {$200.00} XX/XX/2022 XXXX, XXXX, OH {$450.00} XX/XX/2022 XXXX, XXXX, OH {$400.00} XX/XX/2022 XXXX XXXX, XXXX, WA {$64.00} Please note that the unauthorized charges to my account were notified to Regions by phone on XX/XX/2022. As per my discussion with the fraud department I did not lose my debit card or PIN and I live by myself, so it is obvious that my debit card has been cloned and used without my knowledge, since it would be impossible for me to be in different cities and states at the same time I was in XXXX XXXX, Louisiana, in which I reside. I have also included the following receipts showing that I was in my home town when these unauthorized transactions/charges were made. XX/XX/2022 XXXX, XXXX XXXX, LA {$9.00} XX/XX/2022 XXXX XXXX XXXX, XXXX XXXX {$16.00} That should have been a red flag for the Regions Fraud Dept. to have shut the debit card down immediately. Please note that I hand delivered the attached letter to Regions disputing the denial letter on Tues, XX/XX/2022 to XXXX XXXX XXXX XXXX XXXX at the XXXX XXXX XXXX location XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX XXXX, and I delivered a copy to the XXXX XXXX Police Department on Tues, XX/XX/2022 to Officer # XXXX ( filing a police report ). I am hopeful that Regions will reconsider the denial and will do the right thing and reimburse me the monies for these unauthorized charges. Thanks for your help in this matter. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 71112
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sunday, XX/XX/XXXX my identification and all of the contents of my wallet were destroyed in a car fire. Monday, XX/XX/XXXX, I went to the Regions Bank branch in XXXX XXXX XXXX where I received my replacement debit cards, made a deposit and a withdrawal using my temporary ID and answering identifying questions regarding my account and had no issues at all. Tuesday, XX/XX/XXXX, I went to the Regions Bank branch in XXXXXXXX XXXX XXXX XXXX XXXX. to make another withdrawal in the same amount as the day before. The teller, XXXX XXXX, told me that I was not allowed to do that without a photo ID. I explained to him that I had just done the same thing the day before at a different Regions Bank branch and offered to answer any identifying questions that he may have regarding my account. Additionally, I had my son text me a picture of my current passport showing my photo, name and current address. At which point he instant messaged the branch manager, XXXX XXXX and explained to her the situation. I asked XXXX to speak to the manager. He informed me that the manager responded that she was busy on a business meeting and did not have time to speak with me. I told XXXX that I was a XXXX-year customer ( I opened my first account in XXXXXXXX XXXX in XXXX ) of Regions Bank and no business meeting that XXXX XXXX was on was more important than her customer. Inevitably, I knocked on the manager 's door to get additional customer courtesy/professionalism from the branch manager. Without fully acknowledging the situation or show any empathy for my situation, she denied my request to withdraw my funds from my checking account. Furthermore, the entire time that I was in the bank her back was to the main lobby so she was unaware of what was going on in the branch. I left and returned with my burnt drivers license and passport. I spoke to XXXX again and explained to him that I too am in banking. I am the XXXX XXXX XXXX XXXXXXXX XXXX for a bank and presented him with my business card and educated XXXX on in a situation where a customer cant provide a photo ID how he should handle it. The branch manager 's lack of customer care, professionalism and general banking knowledge didnt warrant me interacting with her again. I explained to XXXX that I would be filing a formal complaint with the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Been trying to get a hold of someone in customer relations with Regions for several months. The hold time is always above 40 minutes and has been extremely difficult to get in contact. I do not live close to a branch so this would be my only form of communication. I tried their online web chat as well trying to talk to a real person and over an hour went by with no response. I have been XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX so I have not received any mail. I also have no received any calls to make me aware of card cancellation. I've never missed a payment in 7 years and since they are too hard to get a hold of they didn't send me proper paperwork to inform me the card was closing. They call all the time about promotional products or late payment but no phone call for major account changes? Seems deceptive to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: About three weeks ago on XX/XX/XXXX, I opened an account with Regions Bank online/through their app. There was a {$50.00} fee required to open the account, but I received an email from them shortly after opening the account telling me that I would have 30 days from opening to pay the {$50.00} fee, so I did not do so at that time. I noticed that I was unable to use any functions of the new account through the app or on their online banking site, but I did not know why. On XX/XX/XXXX, I tried to deposit a {$400.00} check from a local business that I had received for selling my old vehicle, and it was rejected via mobile deposit, but it did not explain why. I contacted their mobile customer support via chat on their app, and they notified me that I would need to wait 72 hours before I would be able to use mobile check deposit, since the account was new. I ended up depositing it through another bank. After the 72 hours had passed, which I assumed was some kind of " new customer waiting period '', I still could not use the app to add money, request a debit card, or do literally anything other than look at my {$0.00} balance. I was never informed as to why, nor did I receive any other correspondence from the bank at all about anything. About two weeks later, I had returned from a trip out of town, and I received a check in the mail from the U.S. Treasury from my tax refund from XXXX, which I had amended ( this is why it took two years for me to receive the check ). This was on XX/XX/XXXX. I knew that Regions had the option to mobile deposit checks with the options of either having immediate access to the funds ( for a fee ), or having access to the funds " available tonight '' ( no charge ), and since it was past closing time for all local banks by the time I retrieved the check from my mailbox, I figured this would be a better option than waiting until the following day to try to cash it. I was able to use the mobile deposit feature since it had been more than 72 hours since I opened the account, and I followed the instructions in the app, endorsed the check and wrote " for Regions mobile deposit '' on the back of it, and took the necessary photos of the check and clicked " submit ''. My check was rejected immediately, with no reason given. I realized I had entered the wrong amount in the mobile app, and it didn't match the check ( I had switched two numbers around, instead of the amount being {$3.00}, XXXX, I entered {$3.00}, XXXX ), so I entered the correct amount and submitted it again. Once again, it was rejected. I tried twice more, thinking that the lighting was bad or maybe my hands were shaking the camera too much. Rejected both times. By now, it was past the XXXX p.m. cut off time for mobile check deposits, and I knew that I would have to wait until later that night at least before my funds were available. At this point, I contacted Regions Bank customer service via their mobile chat option within the app. After waiting 15 minutes, a customer service representative responded to my message and informed me that the check had been rejected for immediate availability, and she advised me to re-submit the check and select the " Funds available tonight '' option. She did not elaborate on why the check was rejected for immediate availability, but I figured that waiting a few hours wasn't much difference and I submitted it as instructed. It was accepted, and according to the app, my funds would be available that night before midnight. I could see that my deposit was pending for the full amount, and my " projected balance '' was {$3800.00}, but my available balance was still {$0.00}. I received no further correspondence from Regions Bank, and my functionality within the app and online banking was still limited. Later that night around midnight, I checked the progress of the deposit within my app. It still said pending ; it did not clear that night as I had been told it would. I still had limited functionality within the mobile app, so I logged onto my account on my laptop, and was able to finally order a Regions check card to be mailed to my address on file. I went to sleep, thinking that my check would surely have cleared in the morning. However, when I woke up that morning around XXXX a.m., my check hadn't cleared and no funds were available. I hadn't received any notifications or alerts from Regions as to why. Next to my deposit amount and balance in the app, it said " pending ... deposited item on hold '' with no date or further explanation. I contacted support immediately, and she said " You should receive a notification in the mail within 5-7 business days explaining the reason for the hold. Unfortunately, through this channel we are unable to determine the reason for the hold or expedite the release of the hold. I sincerely apologize for any inconvenience. If you have any additional questions regarding this hold, please visit your local branch. '' Within 15 minutes of this conversation, another message appeared next to my deposit in the app, which said " pending - deposited item hold thru XX/XX/XXXX - {$3800.00} '' underneath " XX/XX/XXXX mobile deposit {$3800.00} ''. The following day, XX/XX/XXXX, I visited my local branch like I was told to, and I brought with me the check, my ID, and a print out from my IRS transcript showing the date the amount was credited to me and the date the check had been written by the Treasury, in case there was any questions as to the validity of the check. The first person I spoke with at the bank, the teller, told me that the reason my check was being held was because my account had been closed out since I had not made the initial {$50.00} deposit when I opened the account. I told her that I thought that I had 30 days to make the initial deposit, and I pulled up the only email I had received from Regions thus far, where it clearly states that I " have 30 days to make the initial {$50.00} deposit before the account is closed ''. She told me I would have to wait and speak with a banker, so I did. I spoke with XXXX XXXX XXXX XXXX? ) at the branch in her office. I explained to her what the issue was with depositing my check and also the limited functionality within the mobile app, and she assured me that my account had not in fact been closed out, but that the issues were due to the fact that since I created the account online, they did not have my signature on file at the branch and that all I needed to do was provide them with my driver 's license and my signature on a form and my problems would be solved. I did so, and she informed me that once she had my signature and ID on file, she could provide me with a Regions check card right then rather than me having to wait for it in the mail. In addition, because she could clearly see the check in front of her, and because it was a U.S. Treasury check, and it was not made out to anyone else but to me ( the account holder ), if I would leave the check in her possession at the branch, she would scan it into the computer and the bank would take responsibility for the check, therefore lifting the hold and allowing me to access my funds ( in her words ), " either later this evening around XXXX p.m., or if not then, then first thing in the morning ''. I agreed to do so after she assured me multiple times that my funds would be available that same day or the following morning, although my original intention when I arrived at the branch that afternoon was to ask them to cancel the deposit so that I could re-deposit my check elsewhere or cash it elsewhere, because I needed the funds immediately. Needless to say, my funds were not available that night, nor were they available the following morning, or the morning after that. On XX/XX/XXXX, after my funds were not available as promised and there were no additional updates from Regions, I called the bank branch I had visited the previous day to ask what the problem was. I was put on hold for several minutes before being told that the banker I had spoken with the previous day was not in at all that day ( XXXX ). I explained my issue and the woman I spoke with told me that one of the other bankers in that day would call me back to discuss things, but that everyone at the bank was extremely busy with " customers in front of them '', and apparently there was no one who could speak with me at that time ( even though I am also a customer, and while I may not have been physically in front of them, I would have been had it not been for the fact that my funds were being held for no reason and I literally didn't have the gas in my vehicle to make it to the branch that day ). I left my contact information with her and hung up. After about an hour and a half, with only 30 minutes left before the branch closed for the weekend, I tried to call Regions ' customer service phone number. After explaining my issue to the representative, she told me that she didn't know why the banker would have told me that my funds would be available the night before or that day, because no one is able to release or expedite a hold on a check, and there was literally nothing that anyone could do about it, but that she apologized that " the banker had given me false information ''. She claimed that she could not see the reason for the hold on my check, and that I would need to speak with someone at the branch to solve the issue. I sarcastically thanked her for her time and hung up. With only 15 minutes left until closing, I still had not heard from the branch, so I called once again. The same woman I had previously spoken with answered and had an attitude with me, cutting me off when I asked if there was anyone who could help me. She told me that the reason no one had returned my call was because " everyone has customers, there are customers everywhere, in front of everyone '' and that because the banker I worked with on Friday was not in that day, I would have to wait until Monday to speak with anyone and nobody could help me at all until then. I hung up on her. As of today, XX/XX/XXXX, my check still has not cleared. Not only that, but because it is in the banker 's possession, I am unable to cash it anywhere else. There has been no further correspondence from Regions and no updates in my app or online. Clearly their customer service is unable or unwilling to help, and I doubt they would be of much help anyway due to their shocking incompetence and obvious willingness to lie to get me off the phone/out of their office. I still don't understand why my check is being held, when it is a government check, it is less than {$5000.00}, and I have provided them with every piece of identification and information they have requested in a timely manner. If there is some legitimate reason for my check being held for ( according to the app ) TEN CALENDAR DAYS AFTER IT WAS ORIGINALLY DEPOSITED, I believe they should communicate that clearly and with conviction, because to me, it sounds like they are just making up excuses to keep me from being able to take my check and cash it elsewhere, and I believe this is wrong and possibly illegal. I am sick of banks taking advantage of customers this way, and I see it literally all the time. Something needs to be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 710XX
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
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: Ive disputed 4 late payments listed in my auto loan history with Regions bank because I made those 4 payments the day before the XXXX day.. It was their payment processing system that took extra days to process and in turn made the payment more than 30 days late.. Ive contacted them several times yet no help.. Ive had this account for going on 4 years now and have had no other issues with late payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85029
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I live in XXXX, Alabama. On XX/XX/2022, someone walked into a Regions bank in XXXX, Indiana and used 2 forms of fake ID posing as me. They withdrew {$6200.00} from my savings account. I have the same name as my mother and they went to a second branch in XXXX 30 minutes difference and stole {$6500.00} from my XXXX year old mothers checking account. I discovered this and my mom and I went to a local Regions bank in XXXX to report it. They saw that it was obvious fraud and turned it over to investigations and said the money would be back in our new accounts in 2 weeks. 5 weeks have passed and no return has been made. After the first 3 weeks I called the branch in XXXX and talked to the branch manager who knew nothing about it. He looked it all up and said that the XXXX branch had not had us fill out the proper fraud forms so my mom and I returned to the bank and filled out the forms. Now it has been 5 weeks total since we reported this to Regions and we keep getting excuses and un returned phone calls and apologies but no return of the money. We now have an attorney involved because we have exhausted all other reasonable means and our patience is gone. We dont understand why they claim to be FDIC covered if this is how they respond. It is not our fault that 3 weeks went by and nothing was done because Regions bank failed to have us fill out the correct forms. We can not get anyone at the bank or the security department or their fraud department to act like this is a pressing issue. My mother and I believe that {$12000.00} stolen is a big issue and we feel they are in violation of FDIC. We understand an investigation is going on but they should make the customer whole in the meantime. We have been loyal customers of Regions bank for decades.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35205
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/27 I deposited a check a week later they froze my account. Id expired due to long immigration restrictions thats going on. They are not allowing me to access any of my funds to pay my bills no one can help you the bankers are rude and they dont even try to find a solution to try others to help you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I made a deposit of a check on XXXX XXXX of {$20000.00} from my business account to my personal account and my account has been placed on hold because of this transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72034
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX I requested to have PMI removed from my mortgage. I was told that I would need to provide documentation showing my home improvements and pay for a BPO. I made the payment for my BPO during the call and uploaded my home improvements, including comparables to the Region XXXX website. The documents were listed as recieved 2 days later. I was told the process would take up to 20 days The BPO Appraiser ( XXXX XXXX XXXX XXXX XXXX ) called me the next week and came out the same day to appraise my home. She was curt once she seen who the homeowner was. She rushed through my property and did not bother to add the finished basement which has a family room, a bedroom and an additional full bath to the value of the appraisal, although she took pictures of it all. She marked my square footage at XXXX which does not include renovations. Comparable MLS XXXX - located across the street from my property, is the same model same square feet with same squarefeet with finish basement, built the same year, home bought in XXXX for {$530000.00} sold for {$560000.00} XX/XX/XXXX. She gave my home a value of {$540000.00}. I believe this is redlining and she did so, once she saw the homeowner was XXXX. I can provide additional information on other comps selected. XX/XX/XXXX - receive the appraisal and declination letter. I immediately contact the lender who states, why didn't you submit your receipts, I told them I submitted everything on XX/XX/XXXX the day I paid for the BPO. I was told to resubmit it. So I did on XX/XX/XXXX ( I have screenshots of documents submitted and noted as received ). I also expressed my concerns of redlining with the lender at that time with no response of follow up to my accusations. XX/XX/XXXX - I uploaded all of my remodel receipts, XXXX comparables and letter of intent to dispute in PDF form XXXX I received a vm and a follow up email from XXXX XXXX stating that I needed to submit these documents via email to him. He told me the process would take up to 20 days XXXX - XXXX XXXX emailed me stating that the documents were submitted for review XX/XX/XXXX - I sent an email to XXXX XXXX asking about the status ( we are now 40 days into the total process and 2 and half weeks from the date of the dispute ). XXXX XXXX then told me that the documents needed to be in PDF form. ( PDF 's were submitted to Regions on XXXX and XX/XX/XXXX ). So I emailed him the PDF versions of the documents I emailed him on XXXX, same day XX/XX/XXXX - I reached out to XXXX XXXX to see if the items were received and he sent a unledgible message back stating ( this is quoted ) " I sent over what I could. The others would not allow me send them. I waiting to hear from them to see if everything I sent will be ok '' I responded letting him know that his message was unclear to which he responded back with " I sent the info with your dispute. including comps '' XXXX XXXX XXXX emailed me and said " letting you know I had to email the info to them and they got it and has been forwarded to next department '' - please not that this message came after he told me he had sent everything in XXXX 52 days in total ( 4 weeks since dispute *30 days ) I emailed XXXX XXXX asking for the status. XX/XX/XXXX - XXXX XXXX responds to the email stating that it was still in process and I would receive a letter later that week. XXXX - XXXX weeks into the process I receive a letter dated XX/XX/XXXX ( I have the letter and scanned it into Regions document center ) that the PMI had been removed from my mortgage. XXXX - at XXXX pm I called Regions mortgage to ask if the PMI had been removed from my XXXX payment. I was told that PMI was paid in arrears and that I would have to make the PMI payment for XXXX. I told them about the letter dated XX/XX/XXXX and the told me tha the PMI was removed on XX/XX/XXXX. I let the team member know I would be filing a complaint about my experience XX/XX/XXXX - I made my mortgage payment including the PMI, I received a call from XXXX XXXX from Regions Bank asking about my complaint and I let him know what happened and when he began to challenge that, I let him know that I would be filing my complaint with the appropriate channel. XXXX did not mention that the PMI had been approved to be removed effective XX/XX/XXXX, on XX/XX/XXXX, or that it would not be paid to PMI compay. XX/XX/XXXX - I received a letter from XXXX XXXX, Regions Bank. The letter states that on XX/XX/XXXX the PMI was provided approval for release to be effected XX/XX/XXXX. I was not made aware of this when I called in on XX/XX/XXXX. PMI for XXXX, collected in my XXXX payment, still is not reflected on my transaction history with Regions. I believe this transaction was mishandled from day one. I was given the run around as to continue to make unnecessary PMI payments and the last payment collected was never even applied. I have been discrimminated against and redlined and want to go on record as stating so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
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: In accordance with the Fair Credit Reporting act XXXX XXXXXXXX Account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. In accordance with the Fair Credit Reporting act REGIONXXXX Account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. In accordance with the Fair Credit Reporting act XXXX XXXX XXXX XXXX Account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. In accordance with the Fair Credit Reporting act XXXX XXXX Account # ending in XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A