Consumer complaint received 2018-01-11
Company: REGIONS FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Our company XXXX XXXXXXXX XXXX had an account with XXXX XXXX for the year of XXXX. Since we had the card every month we noticed different charges to our statements. Between XXXX and XXXX we noticed that a {$95.00} admistrative fee had been accessed to our account every two weeks. Our contract stated that as long as we paid our bill in full and on time before the due date we would not be accessed any fees. We noticed in the disclaimer that {$10.00} can be accessed to our account each billing statement. This admistrative fee could not exceed {$10.00}. When I called, the supervisor agreed with our accessment and settled the complaint with a settlement that no fees be added to our account for the remainder of the year. 
On XXXX XXXX, XXXX I noticed a late fee of {$610.00} was on our statement. This is a fuel/maintenace card in which we spend about {$5000.00} each month on fuel/maintenance so our balance is usually high each billing cycle. {$600.00} can go unnoticed if we didnt pay attention to the statements. We pay our bill online via XXXX XXXX 's website. When prompted we are warned that once we press " initiate payment '' we are agreeing that payment in full will be deducted from our account. At that time entering a different amount was not an option. Our bill is due each month on the XXXX and we have always paid the bill on time and in full. So when I spoke with a supervisor in XXXX, he stated that their computer system did not recognize the XXXX dollar cents in their software that particular month. In turn he reversed the charges and advised that I pay the full amount without the late fee. His resolution was to promise that no fees will be added to our account for the remainder of the year. I reminded him that this was already in place. 
On XXXX XXXX and XXXX I called XXXX XXXX to ask why my payment has not posted from my bank account. The young lady I spoke with assured me that the payment must be in processing. 
On XXXX XXXX I attempted to pay my bill and noticed a {$610.00} late fee was charged to our account. I immediately called and spoke with a supervisor named XXXX. XXXX was very rude and short with me. I tried to explain to XXXX that I know what the mistake is but, he refused to listen and he refused to look into my account dated for XXXX. 
Upon futher investigation I noticed that on XXXX XXXX a day before our payment due date {$610.00} was electronically deducted from our bank account. This was the same day I called and inquired why my payment was not posted. So at this point it seemed as if the {$610.00} was a late fee but, why was it deducted the day before our due date and who authorized this payment. Secondly if they withdrew the late fee why am I being charged again for the XXXX bill? 
Therfore, I called XXXX XXXX and requested a phone number and address of the corporate office. I spoke with three agents this day in XXXX and to no avail. I was transferred each time only to be told that customer service is the only department I could speak with because there is no corporate office or department that I could contact. 
Finally, I spoke with an agent who said that she could take my complaint but, there will be no where to send the complaint. She basically said that she could take all my information and write the complaint and it will just sit dormant. 
So on XXXX XXXX I spoke with an agent at XXXX XXXX whose name was XXXX. XXXX took the time to go over my account and said that a partial payment was made in XXXX XXXX. I asked blue to do the math with me and when she deducted the late amount she realized that it equaled the amount submitted which in turn confirmed that I spoke with a supervisor who advised me to pay that amount minus the late fee. I am baffled that she can not see in my account to verify what I was telling her was true. I asked XXXX to repeat my due date ( XXXX ) then look at the previous month 's payment and date. That bill was paid in full on the XXXX. XXXX stated that she would dismiss XXXX late fee after she took the time to see the error. At this point I asked her to please provide me with details of why and who authorized XXXX XXXX to electronically withdraw {$610.00} from our account a day before the due date. I was placed on hold for awhile before she returned and said that she could not see details for this withdrawal and a supervisor will be contacting me shortly. 
As of the date of this complaint XXXX XXXX has not contacted our company in regards to these charges and the unauthorized withdrawal.

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