Consumer complaint received 2023-02-12
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Undisclosed " paper statement fee '' and online account statement access blocked after online account setup at account opening. 

Hit with UNDISCLOSED " PAPER STATEMENT FEE '' and {$11.00} subtracted from my account. NO " '' PAPER STATEMENT '' WAS EVER RECEIVED AND ONLINE STATEMENT ACCESS WAS PREVIOUSLY ESTABLISHED AND EXPECTED. 

Tried to correct with Regions online to NO AVAIL. Regions rep. suggested wasting even more time on the phone wit Regions on a Sunday while STILL AWAITING OVERDUE ANSWER FROM REGIONS TO PREVIOUS CFPB COMPLAINT. 

" Thank you for connecting with us! Your feedback is very important to keep serving you better. 
On a scale from 1 ( very dissatisfied ) to 5 ( very satisfied ), how would you rate your overall satisfaction with our response time to your message? 
Survey - XXXX XXXX The survey has expired. Thank you for your time. 
Survey - XXXXXXXX XXXX  Today Welcome! Let XXXX, your virtual XXXX, help you. 
What is this? XX/XX/XXXX XX/XX/XXXX Paper Statement Fee negative $ XXXX {$11.00} You - XXXX XXXX I never agreed to it. 
You - XXXXXXXX XXXX  XXXX! I'm XXXX, your Virtual XXXX. 

Sorry, I may not be trained on that topic. Please rephrase your request or make a selection from the following options. 

Sorry, I may not be trained on that topic. Please rephrase your request or make a selection from the following options. 

Please select from the options below. 
Move money Credit and lending Help with my account Question about a transaction A communication from Regions Question about a fee Something else Please select from the options below. 
Move money Credit and lending Help with my account Question about a transaction A communication from Regions Question about a fee Something else XXXX - XXXX XXXX  What is this? XX/XX/XXXX XX/XX/XXXX Paper Statement Fee negative $ XXXX {$11.00} I never agreed to it. 
You - XXXXXXXX XXXX  Is your inquiry regarding access to a recent statement? 
XXXX - XXXX XXXX  Yes You - XXXX XXXX To view or print online statements, hover your cursor over the Accounts tab in the top left of the screen. 
Select Online Statements from the drop-down menu. 
Under Actions, there are icons you can select to view and save your online statements. 

Did this answer your question? 
XXXX - XXXX XXXX  No You - XXXX XXXX We're transferring you to another banker who can better help you with that. This messaging service allows you to reply to us in your own time. 
XXXX - XXXXXXXX XXXX  You are now connected to XXXX XXXX 
XXXX- XXXXXXXX XXXX  What is this? XX/XX/XXXX XX/XX/XXXX Paper Statement Fee negative $ XXXX {$11.00} I never agreed to it. 
You - XXXX XXXX  Hello XXXX and thank you for messaging us! One moment while I review the account. 
With the XXXX  Checking account, there is a {$11.00} monthly fee. To waive the fee, you must maintain a {$1500.00} average monthly statement balance or receive a direct deposit ( either a one time {$500.00} or more or a combined monthly deposit of {$1000.00} or more ). 
XXXX XXXX. 
- XXXXXXXX XXXX I was told the account fee is {$8.00}. Is another CFPB complaint in order? It looks like it is. 
I've never even seen a paper statement from Regions. 
You - XXXX XXXX It's {$8.00} if you are enrolled in online statements. 
XXXX XXXX. 
- XXXX XXXX  Then fix it now and refund the undisclosed {$3.00} overcharge. 
You - XXXXXXXX XXXX The statement was mailed out Friday. 
To enroll in Online Statements, select Customer Service then select Services Under Account Services you will see the option View Online Statements. 
Once youve selected this screen you will see the option to " Manage my Statement Delivery and Email Preferences ''. Simply toggle to enroll then select " Save My Preferences ''. 
XXXX XXXX. 
- XXXXXXXX XXXX And you will refund that undisclosed JUNK FEE IMMEDIATELY? 
You - XXXXXXXX XXXX The account is not eligible for any fee refunds at this time as it shows you were not enrolled in online statements. 
XXXX XXXX. 
- XXXXXXXX XXXX OBVIOUSLY YOU CAN NOT COMPREHEND REGIONS ' LACK OF DISCLOSURE. SUPERVISOR PLEASE. 
You - XXXXXXXX XXXX Agent is typing... 


There are no supervisors available through messaging at this time. You will need to call XXXX to speak with a supervisor. 
XXXX XXXX. 
- XXXXXXXX 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 monetary relief