Consumer complaint received 2021-12-15
Company: REGIONS FINANCIAL CORPORATION
State: AR
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXXXXXX XXXX  XXXX ( XXXX ) XXXX XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX of complaint against the Regions Bank XXXX XXXX XXXX XXXX XXXX XXXX AR. XXXX To whom it may concern : My name is XXXX XXXX XXXX. And I am a XXXX  XXXX XXXX, and I have been having my XXXX XXXX from the XXXXXXXX direct deposited into your bank for over the past year now. And on or around XX/XX/XXXX I was informed that my account and services were being terminated. I then inquired as to why I was being terminated. First, at my local branch @ ( XXXX XXXX XXXX XXXX XXXX XXXX ) and then @ the XXXX number provided on the Regions Bank XXXX XXXX I still have not received a answer as to why my services have been terminated. I can only assume that because I complained about a mistake that the bank XXXX ( XXXX XXXX XXXX made on my account, that cost me over {$3500.00} and caused me a great deal of inconvenience. 
To best explain this situation, I will have to Begin on XX/XX/XXXX at or about XXXX am when I went to the ATM. At Regions Bank @ XXXX XXXX XXXX XXXX XXXX  I tried to withdraw funds and was denied. I called the customer service number on my bank card and was informed that my account was on a soft close, and that I would have to go into the branch at XXXX XXXX XXXX XXXX XXXX. To straighten everything out. Later at or about XXXX I went inside the bank and I saw XXXX XXXX walking to her office, I then approached her and told her about my situation, she then took me into her office and I sat down. She then looked into my account and informed me that my account had feel to {$0.00} and she would try to reopen the account and reconnect the card. I then replied to her if it would be easier to go ahead and open a new checking account and issue me a new check card to do so. Because I wanted to make sure that I didnt have any more issues with my direct deposit, or with withdrawing money from either account ( checking or savings ). I also made sure that I asked her to make sure that the new check card was connected to both my checking and savings account. 



On or about the XXXX of XXXX at or around XXXX AM I went to regions bank at XXXX XXXX XXXX XXXX XXXX XXXXXXXX to make a withdrawal and to make sure that there was enough money left in my account so that I would be able to receive my direct deposit for the first of the month. I made my withdrawal, and the bank XXXX informed me that I had enough money in my account at that present time for my direct deposit to be successfully deposited into my account. I then left the drive thru window and did not return to the bank, or attempt to use my check card for any reason until XX/XX/XXXX @ or around XXXX XXXX AM On XX/XX/XXXX at or around XXXX AM I went to regions bank at XXXX XXXX XXXX to the ATM to make a withdrawal after receiving a notification that my direct deposit was available in my account, and the transaction was declined. At or around XXXX AM on XX/XX/XXXX I called the customer service number on the back of my check card, I could not talk to anyone because of the time, only automated services were available. I knew that at this point I would have to wait for the local branch here in XXXX to open ( XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ) and that I would have to delay or cancel my plans to to catch a XXXX  or XXXX out of town for work. At or around XXXX XXXX I called the customer service number again and was able to find out that my direct deposit had successfully been deposited, but my check card was not connected to my savings account. And that once again I would have to go into the branch at XXXX XXXX XXXX in XXXX XXXX XXXXXXXX to have the card connected. 
At or around XXXX AM on XX/XX/XXXX I walked into the XXXX branch and as I walked in I saw XXXX XXXX XXXX ( bank XXXX ) walking to her office so I got her attention and notified her that she was the one that had handled the opening of my new account and that my card was still not connected to both of my accounts so she directed me to her office and I sat down, she then asked me, how did I know that the card wasn't connected to both of my accounts And I told her that I tried to withdraw funds earlier that morning and could not. I communicated to XXXX XXXX that I understood that mistakes do happen, and that I also know that I made sure that I communicated to her the last time I was in front of her to make sure that my check card was connected to both of my accounts I also communicated to her that I know that I asked her to make sure that my new check card and my new checking account we're both connected to my savings account, I also informed her that me leaving out of town for work on time is dependent on me being able use my atm card to withdraw funds to travel for work and finally that I can't afford to miss work like this and that if this happens again I would have to find another place to bank and that I had never had this type of problem before at any other banking facility. XXXX XXXX then replied maybe it might be best if you do go some ware else after such a disconcerting response I was almost speechless so I looked at her and asked her to continue to fix the problem with my check card and that I needed to make an ACH. Transfer. After about XXXX minutes she told me that my check card was now connected to both checking and savings accounts and she informed me that she was unable to do the XXXX transfer I requested, a transfer that her assistant bank XXXX had done twice before in the past for me it was obvious that she wasn't interested in helping me any further with anything. 





I then left XXXX XXXX office and walked into the main lobby of the bank and looked for the assistant XXXX XXXX XXXX who opened up my original account over a year ago. And by this time, I was very frustrated and upset because I was mishandled by the bank XXXX. I explained to XXXX XXXX ( XXXX bank XXXX ) what had just happened to me in XXXX XXXX XXXX and that after experiencing such disconcerting and snobbish behavior, I didnt want to deal with her anymore or even have her handle any more of my banking affairs because apparently, she doesnt have enough care and concern to provide proper services for me, to ensure that I dont have major problems as I am having up to this point. XXXX XXXX then instructed me to write a letter of complaint and to send it to him and that he would make sure that it got to the right department. I agreed to do so and then XXXX XXXX executed, the Ach transfer that XXXX XXXX claimed she couldnt do for me, and verified that she ( XXXX XXXX ) had in fact connected my check card to both accounts this time. By this time it was almost XXXX noon and I knew that there was no way for me to leave out of town and make it to my destination on time so I called and canceled my work appointment and drafted a letter of complaint and sent it to the email address that the assistant XXXX XXXX XXXX had given to me ( XXXX ) I called XXXX XXXX at or around XXXX on XX/XX/XXXX to ask him if he had received the email, I had sent him, XXXX XXXX that he did receive the email but he could not open the file. So, I told him that because it was late in the day on Friday, I would not be able to give him a converted PDF copy until the following Monday ( XX/XX/XXXX ) XXXX XXXX said ok and we ended the phone conversation. 
Over the weekend XX/XX/XXXX and XX/XX/XXXX I was able to process everything that had happened and decided to not file a complaint because as I said earlier in this letter, I understand that people do make mistakes and I was under the impression that everything was OK now because I was able to use my card over the weekend to purchase food. I had made up in my mind to call XXXX XXXX on the morning of XX/XX/XXXX and to let him know that I would be dropping the complaint against XXXX XXXX. And that if he still couldnt open the file, I sent him to not worry about it. 
On Monday morning XX/XX/XXXX at or around XXXX AM I tried to conduct some business online and found out my card was declined again so I called the regions bank in XXXX and XXXX XXXX answered the phone I informed him as to who I was and he acknowledged me I let him know that my card had been declined again and XXXX XXXX said to me XXXX XXXX the only thing I can tell you is that XXXX XXXX has suspended your account, your card has been cut off and the only thing you can do, is come in physically and withdraw funds out of your account, and you will eventually have come to the branch and closed out your entire account because she has suspended your account and services. he also informed me that was all he could tell me for the time being and for any other information I would have to call XXXX XXXX at XXXX We then ended our conversation. I called XXXX XXXX and he did not answer and I left a message for him to call me back. 
I have called the customer service XXXX department XXXX left XXXX statements with your complaint department attendants I was told that I will be contacted by someone but up until this point, I have not heard anything from anyone explaining to me why my account was closed this is discontinued and why was I asked to withdraw my money from the bank. As I stated I am a XXXX  XXXX vXXXX  who served in the United States XXXX and I have been having my government XXXX XXXX direct deposited for a little over a year now and up until recently I have had no problems until XXXX XXXX XXXX XXXX XXXX my banking affairs. And as I also said earlier, I understand that mistakes do happen, but when I approached the branch XXXX about a mistake, she herself made on my personal account, and her response is that it's better for me to go somewhere else rather than to put forth a decent effort to help me, a costumer, was very disconcerting at the lest. 
I would like to know # XXXX. How can a bank XXXX close someone's account for complaining about poor service and demanding that he or she be more careful and mindful when making adjustments to someone's personal checking and savings accounts? # 2. I would like to know why after XXXX XXXX sat down with me and discussed my entire situation and problem with me, why would she have my card cut off and my service is discontinued without informing me first? she knew that I was potentially leaving out of town and that I would need that card to be on and working, because I told her so. No one knew at the bank, that I hand totally canceled my trip because at the time I was at the bank trying to get everything straightened out I let her know that I would try to catch a latter train or bus. If I had decided to leave out of town anyway that day, I would have had major problems traveling and or making it back home I think her intentions and motives towards me should be investigated. 
As a result of all of this I lost {$3500.00} in wages and a potential jobs. it is my wish that someone of in higher authority at regions bank investigate this situation for me down here in XXXX XXXX because it appears to me that there is evidence of systemic racism on behalf of XXXX XXXX. at the very least incompetence, and poor customer service. I exercised my right as a customer to complain about a mistake, concerning my account, and my money at a regions bank that the bank XXXX herself made. I was disrespected and retaliated against unfairly XXXX XXXX essentially used your corporate hammer to hit me in the head. For complaining about her making a mistake that cost me a job and money XXXX XXXX XXXX P

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