Consumer complaint received 2022-03-24
Company: REGIONS FINANCIAL CORPORATION
State: MO
Product: Mortgage
Sub-product: VA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
My mortgage is through Regions Bank in Missouri. At or during the time when the United States Government enacted the Covid-19 Forbearance, I called Regions Bank to inquire about this program. I asked many questions, to include asking the employee handling this Regions Mortgage Forbearance Program, to include is there anything I should be warned about ahead of time, will this affect me or my credit on the tail end of this option. So, by accepting this Covid-19 forbearance through Regions Bank , would it be reflected on my credit statement on either three of the credit reporting agencies. The employee stated equivocally and totally that it was a NO. That by entering into a forbearance, it would NOT be reflected on my credit and yet I am still fighting their credit determination and reporting practices because the forbearance was reported to my credit as non payment. I am in understanding that he was a low-level employee and that was not a question he was eligible to effectively answer at that time. I say that because now I am finding out through proof of this company 's handlings with my report and the short comings in which it not only was but is still being handled. I feel they are at blame in this matter because what I was told by their employee and the fact that it should be on record, by the statement they told me during every phone call is that all phone calls are recorded. So, if this is true then all of my phone calls should be on record in regard to this matter, even going back to when I first signed up for the program in which I am referencing and should be able to be accessed to this case. 
My issue is that when I first called, they, the employees at Regions Bank on a recorded phone line informed me that nothing would affect my credit or reporting of my credit from going into the Covid-19 Forbearance Program enacted by Congress.

Secondly, when i have checked my credit, I see that this forbearance through Regions is yet still reflected on my credit, through all three credit reporting agencies. My issue with this bank and their reporting, is that I was promised by a Regions Bank employee in the mortgage department that by entering into the Covid-19 Forbearance Program set in place by our government that it WOULD NOT affect my credit. It however is being shown on my credit and I am very upset about this. I am a veteran, and XXXX XXXX XXXX XXXX XXXXXXXX, XXXX  XXXX through the VA. I do not appreciate their actions or response to my inquiry about this and it has not been done in a timely manner and or handled in a respectful manner. I feel I am owed this by my service to my country at the least. 
Thank you for your time in regard to this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation