Consumer complaint received 2022-07-18
Company: REGIONS FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Regions sent me a mail piece offer to earn a {$400.00} bonus for opening, enrolling in online banking and funding a XXXX checking account with {$1000.00} in new deposits within 30 days of opening the account. On XX/XX/XXXX, as instructed by the mail piece, I registered by scanning the XXXX code that was provided in the instructions ; I opened a personal XXXX  checking account ; I enrolled in online banking ; and I transferred {$1500.00} to the new account from my XXXX  checking account the funds were posted to the account on XX/XX/XXXX ( and remain there today ). I received emails from Regions on XX/XX/XXXX confirming the account was open and funded and welcoming me to Regions online banking. Ive attached copies of the mail piece I received and copies of the emails to this complaint. I opened the personal XXXX checking account well before the XX/XX/XXXX deadline listed in the mail piece. 

I contacted Regions customer service by phone on XX/XX/XXXX to inquire about the {$400.00} bonus and when it would be credited to the account. I spoke with XXXX who indicated that Regions did not show that I had registered with the personal code and referred me to the local branch since there was nothing he could do. I went to the local branch located at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, GA XXXX the following day and spoke with XXXX XXXX and explained my situation. He looked at my account and could see that I had completed steps 2 & 3 in the mail piece but step 1 was highlighted as incomplete. I told him I scanned the XXXX code and assumed the personal code was embedded since I wasnt prompted to enter it at any time. He indicated there was nothing he could do but submitted a ticket to the back office to investigate. I followed up with XXXX on XX/XX/XXXX and he had not heard back from his ticket. I received a call from XXXX a day or two later and he told me that unless I had some proof showing I had entered the personal code that Regions would not honor the offer. I asked him to escalate this issue which he agreed to do. I received a call from XXXX several days later and he again responded that Regions would not honor the offer. I requested he send me copies of the responses he received but as of XX/XX/XXXX I have not received that information. I left XXXX a message on XX/XX/XXXX to call me so I can request the information again. 

I complied with the offer requirements by 1 ) scanning the XXXX code, 2 ) opening a personal XXXX checking account by XX/XX/XXXX ; enrolling in online banking within 30 days of opening the account, and 3 ) funding the account with {$1000.00} in new deposits within 30 days of opening the account. Regions has placed the burden of proof on the consumer for knowing the personal code was entered and recognized by their system but has yet to acknowledge that they may have had a system or process failure. Since my account was flagged that the personal code had not been entered in XXXX system its obvious to me that Regions knew I had received the mail piece and could have generated an alert to me to that part of the process was not complete but I was never contacted by Regions.

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