Consumer complaint received 2022-05-17
Company: REGIONS FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Date XX/XX/XXXX Time XXXX PM To CFPB, On Wednesday, XX/XX/XXXX, I went to Regions Bank on at XXXX XXXX XXXX, XXXX, XXXX, XXXX. My XXXX  and I are both active account holders at the bank. I endorsed ( signed ) the back of the check and my mother endorsed ( signed ) the back of the check because it was written to both of us. We presented our Regions card and drivers licenses, mine, and hers, to the teller. The check was from XXXX XXXX XXXX for {$7500.00}. 

The next morning, Thursday, XX/XX/XXXX, I checked my email and saw that Regions had sent a message stating that there was a problem verifying the identity one of the payees on the check. This did not make any sense because we are both account holders at the bank. 

We drove from where we were for XXXX hours to get to XXXX XXXX XXXX, which was the closest Regions from where we were. We talked to a lady at a desk, and she directed us to speak to the manager. The manager said she would call XXXX XXXX XXXX. We sat in the lobby for an hour watching her play on her phone in her office until we decided to go to her office and ask if any progress had been made. She said she called XXXX different XXXX XXXX  XXXX, and no one was answering. Then she said that the check looked like a fake because the reason why the check was given to us was not written on it. We had already watched the security guard be aggressive to one of the customers that came in and the manager explained that security had to be rough with the customers from that neighborhood. I was having an XXXX XXXX due to XXXX and left. Later that afternoon an email was sent that an endorsement was missing, and the check would be held until XX/XX/XXXX. We went to Regions in XXXX XXXX at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. The bank employee had us sign unnecessary forms. She also took copies of our Regions cards and licenses. She talked to someone at XXXX XXXX, and she told us that someone in the back had made this error. She said it would be a good idea to fill out an endorsement form. I wanted to fill out a complaint form and she was just trying to do anything to protect the bank. 


The next day, Friday XX/XX/XXXX, my mother received an email that the copy of her drivers license wasnt acceptable and requested her to send it again. My mother stated all the trouble she had been through in an email and the bank employee told her she wasnt levelheaded and instead of complaining it would be easier to just send the drivers license to her. The bank employee completely disregarded the past couple of days spent to try to please and appease the bank as nothing to be upset about. For the fifth time, my mother sent the drivers license again. 

All this trouble was for nothing because the bank sent me another email that evening which said that the funds would still be on hold for the XXXX days. The Expedited Funds Availability Act of 1987 mandated those local checks be hold no more than XXXX business days. After 2010, all checks in the United States were considered local and the checks could be held for 5 days. 

As a result of Regions actions, the act has not been honored and the time has lapsed to release the funds. Finally, me and my mother have become homeless from the bank not releasing my funds and from the bank not providing the services to me as a customer and to my mother as a customer. I was treated like a criminal and told the check was a fake. I wasted a lot of time and energy trying to get money that is rightfully mine. My mother was treated like a ghost that does not exist. I would like to have this matter solved as soon as possible. 

XXXX XXXX

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 non-monetary relief