Consumer complaint received 2023-01-21
Company: REGIONS FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Overview : I opened my account with the promotion code and referral program, but it was closed by the bank saying I didn't provide the necessary documents in one month. However, I did bring all the documents. Now, my deserved bonus can not be honored because of the closure, which is not my fault. The online rep and branch bankers refused to honor this bonus with various runaround actions. 
-- -- -- -- Timeline : XX/XX/XXXX : With the {$200.00} promotion XXXX and {$50.00} referral program, I opened XXXX checking and saving accounts in the Regions Bank branch ( XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) with the help of banker XXXX XXXX. I provided my passport, real ID, and XXXX card. The banker said he needed to see another proof of address such as a utility bill. I promised to take it to the branch the next day. 
XX/XX/XXXX : I went into the branch in the afternoon, and met the bank XXXX XXXX at the counter. I showed my electric cable bill to him and he said it was okay. Then, he guided me to his workspace and helped me set up my online banking. 
XX/XX/XXXX : After the account opening, I fulfilled all the requirements for the {$200.00} promotion and {$50.00} referral bonus. The screenshot is shown in the attached PDF. 
XX/XX/XXXX : I found my debit card can not be used, and online banking was blocked. I called the online rep for support and was told that the accounts were closed because of not providing the necessary documents. The rep said that she could do nothing and suggested I could contact the bank and local branch for an investigation. I directly contact the local branch ( XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) and a banker told me that XXXX XXXX ( who helped open the accounts and verified my documents ) was not in the branch. But this banker promised to update me in 3 to 5 business days. 
XX/XX/XXXX : I didn't receive any call from the branch. I had to call them. This time, a lady banker answered my call, but she had no idea of this case. She promised to write it down and give me an update by next Monday ( which is XX/XX/XXXX ). 
XX/XX/XXXX : I had to call back because I didn't receive any call from the branch. This time, a nice banker ( maybe the XXXX called XXXX ) answered my call and promised to do an investigation and give me an update in several days. 
XX/XX/XXXX : Very sad and tired, but I had to call back again because I still didn't receive any call from the branch. This time, another banker answered my call and told me to wait for more days. I had no idea why such an easy investigation took so long time. It was already one month passed since my account was wrongly closed.

-- -- -- -- I have contacted Regions Bank several times, but every time the banker/rep just lets me wait for some days. Until now, I have waited for over one month, but the bank can not resolve my issue. The bankers are passing the buck, refusing to contact the banker XXXX XXXX for verification of the fact that I have provided all the necessary documents. The bank refused to honor my deserved bonus ( {$200.00} promotion + {$50.00} referral ). I am afraid it is a bait and switch to bolster their account openings and to deny me the right for me to successfully obtain the bonus.

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