Consumer complaint received 2020-06-02
Company: REGIONS FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I contacted my banks customer service by phone and requested a stop payment be placed on a specific mortgage payment around the XX/XX/2019. This was the first time I had ever placed a stop payment on my checking account, so I was not clear on the ins and outs and felt it was best to have customer service assist with the procedure. During this call, I specifically remember asking the customer service representative, is this a onetime stop payment? Because this is for my monthly mortgage payment and I dont need to have any unexpected surprises or issues because of this in the future. I was assured by the representative that this was a onetime stop payment and I should not encounter any issues moving forward making my monthly mortgage payments. Fast forward to the end of the month. I made my monthly mortgage payment by phone like I do every month. I received my confirmation number and assumed all was well. On the XX/XX/XXXX, I receive a letter via mail from my mortgage company stating there was a stop payment in place. I immediately called my mortgage company to verify and explain the error that had taken place. Once I finished speaking to them, I immediately drove to my banks local branch. They proceeded to tell me that a stop payment would remain in place for 6 months unless I contacted them to remove the stop payment. I explained to the branch manager that this is not what was communicated to me when the stop payment was placed on the account. The branch manager apologized and said this was above his pay grade and there was nothing he could do to assist me. I requested the stop payment be removed and called my mortgage company back within an hour and made a payment. While speaking to my mortgage company, I explained the error that had taken place again, but this time in more detail. The customer service representative from my mortgage company stated that I would need my bank to provide documentation that they were at fault in order to excuse the late payment. I contacted my banks customer service on five separate occasions following this incident, requesting documentation showing that they were at fault. Each time I called, I was told that a supervisor would call me back and they would need to review the initial call because all calls are recorded etc. I never received a call back from customer service. Come to find out, the representatives do not document accounts when a customer calls in so there is zero accountability for any of their employees to follow up or resolve any issue when a customer contacts them. After filing a complaint with the XXXX, I received a letter from the banks corporate office, stating there was no error on their part. I have requested a copy of the recorded phone call and have been told that would require a subpoena. This late payment caused my credit score drop 120 points.

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