Consumer complaint received 2019-03-07
Company: REGIONS FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
We own a business called XXXX XXXX XXXX and we retained a credit card called COMDATA, which is a vehicle fuel and maintenance Master Credit card. With this card we get a small percentage off diesel pricing at certain fuel locations for our truck fleet. Phone number affiliated with the account is XXXX, however I, XXXX XXXX am an authorized user on the account and the one who has encountered many problems with their financial team. 

We recently retained this card approximately late XXXX, early XXXX. Since using this card, making payments has been a nightmare and dealing with their financial team is agonizingly painful. However, I would like to point out that their customer service team, before being transferred to their financial team is way better equipped with personal whose customer service skills are exceptional. 

With this company I have had to make payments over the phone as their website for online payments is a joke and no one is able to assist me in setting this up so I can make these payments online. Therefore, I must pay over the phone. 

My nightmare begins on XX/XX/XXXX. On this day I made a payment over the phone, for approximately $ XXXX- {$2000.00} ( confirmation given to me by company was XXXX ). Then, days later, my driver informed that the card was declined. Called COMDATA to find out why and they informed me that the payment made was declined for " Non-Sufficient Funds ''. Checked our XXXX XXXX XXXX account online and verified that the money was in our operating account for the business. Then, proceeded to call our XXXX XXXX and see what happened as online as per what I could see we had the money, and nothing was taken out. XXXX informed me that the money was there and that no transactions were made for this payment from COMDATA. 

I called back COMDATA, while I had my bank on the line and explained to the financial team that my bank was on the line and informed me that on the day of the payment request of XX/XX/XXXX the money was there. COMDATA 's response was that there was an account error and that the payment could not be processed and that it was not due to " XXXX '' that it was just what they call it when there is an error. I explained to COMDATA that there is a huge difference between the words " XXXX '' and invalid/error for an account. I was beyond angry at this point and lost my temper with the representative. 

Second nightmare, called again over the phone and had to talk with the financial team on XX/XX/XXXX to make another payment of {$3700.00} ( confirmation # XXXX ). On this day, COMDATA, a financial team representative, informed me that our account was locked and once the payment went through, they would unlock the account. 

Third nightmare, XX/XX/XXXX, called COMDATA again as our drivers had informed that the card is still declining. Called them to resolve our blocked credit card situation and was told by the financial team that a supervisor can only lift this hold and a " ticket '' needs to be opened to review which takes between 24-48 hours. 

Fourth nightmare, XX/XX/XXXX, called today and spoke with the financial team member named Chance who informed me that the ticket is still under review. When I asked to speak to a Supervisor, he indicated that no supervisor was available and that he would give my number to a Supervisor to call me back. I then asked him if he needed my number and he responded to me by saying the one on file. Asked him to repeat the number as I wanted the supervisor to call me back at another number. The representative was apprehensive to take down the number that I wanted the supervisor to call me back.

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