Consumer complaint received 2020-02-21
Company: REGIONS FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I opened an account with Regions Bank due to a promo received in the mail. The account was funded & created online with the offer code & link given via promo card ; XX/XX/XXXX. 

Documentation of the offer/promo received was requested by one of the phone support representatives to verify its terms & conditions. I emailed the copy of the document on XX/XX/XXXX. I did not review any communication on this request ticket to clarify any information. Due to this, I called customer support on my own accord. 

I called to verify all the details & the date required to complete the 10 transactions within the 30 day window of opening the account. I was advised the transactions needed to be completed by XX/XX/XXXX. I made several transactions to complete this step from XX/XX/XXXX-XX/XX/XXXX. Thereafter, I called to confirm the requirement was met. I was advised it was completed within the allotted time frame & online statements were active. Furthermore, I needed to await the allotted time to past until the promo would be granted on my account ( 120 days from the date of the 10 posted visa check card transactions ). In addition, I was advised there would be a {$5.00} min monthly fee & the account could not be in a negative status when the credit was applied. I was told I needed a direct deposit, however, the XXXX account selected does not require this nor does the promo offer terms & conditions specify such requirement. 

Ive been in contact with Regions numerous times since this account was opened to verify information & clarify on any questions Ive had due to the inconsistency of information received. The communication is always unclear and Regions holds no accountability for their employees lack of professional, false information given, or lack of due diligence with carrying out account communication. 

As of now, Im curious to why I have not received the {$400.00} bonus that was applied for. I would love to get clear communication on this topic since Ive been actively communicating along the way to assure there was no hiccups with this. 

I attempted to resolve this matter & others related to this circumstance with Regions Bank directly. Unfortunately, those attempts have been unsuccessful. In addition, I called for the dates Ive called Regions concerning this very matter over the last few months & was advised I could not get the dates of my previous calls without a subpoena. I was advised Im not granted access to this information on my own account based on current Regions Bank policy. This information was advised on XX/XX/XXXX from a supervisor of their phone support team. I was advised to go into a local branch to resolve my matter & I couldnt speak with anyone who handles the promo/marketing despite speaking with them in previous months to review this offer. 

Ive filed a formal complaint with a Regions Bank directly on 2 previous occasions ; one for a supervisor hanging up on me after asking about how to have a call reviewed & for failure to honor this promotion. There has been no outreach to address or rectify either concern on their behalf. The only outreach has been from me reaching out to follow up on unfulfilled promises. 

The information presented in this complaint can be substantiated by the recorded phone calls Ive made to customer support over the past few months since on XX/XX/XXXX ( account created ).

Ive requested for a ticket to be submitted previously to research the details of my account however no communication of any findings were received. The only indication of the ticket was the original email advising one was created but no outcome or follow up carried out. 

I have attached documents to reflect the validity of this situation. The 3 requirements were : 1. Register an account with the offer code & link provided.

2. Open a XXXX Checking account by XX/XX/XXXX. 

3. Enroll in online statements & use the visa check card for XXXX or more purchases within 30 days of opening the account. 

-The account opening confirmation is attached reflecting XX/XX/XXXX. 

-Online paperless statement email reflects compliance as of XX/XX/XXXX. 

-Statements with the XXXX account title including usage of the visa check card for 10+ transactions by XX/XX/XXXX ( the cut off date provided by support ) At this point, I just want the bonus that was advertised based on the requirement met. Thereafter, I would like to discontinue any further business relations with Regions Bank due to their lack of accountability, transparency, & professionalism.

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