Consumer complaint received 2019-02-05
Company: REGIONS FINANCIAL CORPORATION
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
XX/XX/XXXX Regions Financial Corporation c/o Office of the Corporate Secretary XXXX XXXX XXXX XXXX XXXX, Alabama XXXX Regions Financial Corporation Attention : XXXX XXXX XXXX XXXX XXXX, Audit Committee c/o Office of the Corporate Secretary XXXX XXXX XXXX XXXX XXXX, Alabama XXXX Consumer Financial Protection Bureau I am writing this letter to formally complain about a situation in which I have been trying to resolve since the beginning of paying on a vehicle loan that my wife and I have with Regions Bank. 

The payments are automatically deducted from my bank account. To reduce the time that we are going to be obligated for this loan, we also pay an additional {$200.00} per month. Upon receiving the first statement from Regions it indicated that we were {$200.00} past due. 

On XX/XX/XXXX, I inquired with the bank about the past due amount on my account, I was informed by Representative XXXX ( XXXX ) that it did not really mean that the account was past due, but the bank had no other way to reflect the additional amount paid. Before the conclusion of the conversation, I requested a corporate number which he stated that he did not have but a representative would contact me within 10 business days. When I further asked for a reference number regarding the complaint I was making, XXXX assured me that a complaint had been filed about my concern regarding the negative connotation implied by a past-due amount on our account. Further, XXXX stated that they do not provide reference numbers for complaints filed. 

On XX/XX/XXXX, I received a call from XXXX, who stated that he was a Contact Center Senior, Regions Bank, XXXX. XXXX informed me that there have been numerous complaints from other customers and the bank is making efforts to change how additional money applied to a loan will be captured on the bank statements customers receive and that there is a minus sign indicating that the account is not past due should be sufficient to anyone viewing that bank statement. Further, XXXX stated that there is no timeline or projected date to change that misleading information on customer accounts. Not being satisfied with XXXX response, I requested to speak to his supervisor. XXXX transferred me to his Team Leader, XXXX. XXXX did not answer or was not available to answer, so I left her a voice message to call me. 

On XX/XX/XXXX, XXXX called me back at approximately XXXX. I was away from my phone, but she left me a voice message to call her back at XXXX. I returned the call at approximately XXXX, there was no answer. I then called the XXXX number and spoke with a person who stated that her name was XXXX and that she was a supervisor at Regions in XXXX, Tennessee ( we are located in XXXX, Georgia ). XXXX transferred me to the Loan Department. I spoke to XXXX. XXXX suggested that in the memo section of the check I should put apply to principal. However, when I informed her that we were paying the additional money online and there is no memo section, she did not know how to handle the situation. I asked to speak to a manager. After attempting to reach the manager unsuccessfully, XXXX stated that she would leave a message for him ( XXXX XXXX ) and that I should receive a call-back within 10 business days. As of the date of this letter ( XX/XX/XXXX ) I have not received a call from him. 

Finally, it should be obvious at this point how difficult it has been trying to navigate the Regions banking system for customers. We are thoroughly displeased with the general practice of, posting additional funds to a loan account as past-due and want you to change it immediately! 
Please contact me at XXXX XXXX XXXX or in writing with your plan of action to resolving this situation. 


Respectfully Submitted, XXXX XXXX XXXX XXXX

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