Consumer complaint received 2023-06-09
Company: REGIONS FINANCIAL CORPORATION
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Starting in XXXX of XXXX Enerbank reported us as being 30 days past due on our home improvement loan. We have never in almost 2 years been late 30 days on a loan payment. This caused my husband and my credit scores to plummet XXXX points. When contacting EnerBank, for the first time about this issue which was on approximately XX/XX/XXXX, we were told we were correct that they could not find where we were 30 days late on a payment. We were encouraged to submit disputes to the credit bureaus and they would investigate on their end. Both credit bureaus XXXX and XXXX found in our favor on the disputes and our credit scores went back to normal. However approximately one month later Enerank AGAIN reported us as 30 days late and our credit scores plummeted once again. I called and EnerBankUSA on XX/XX/XXXX and reported the same information to them and once again they agreed that they could find nothing in our payment history that indicated we were 30 days late at any point in time. Again we submitted disputes to XXXX and XXXX. EnerBankUSA said they would investigate and get back to us. No one returned our call. I called Enerbank again on XX/XX/XXXX to find out what information if any they could provide since no one had ever called me back. Again I was told it would be escalated to a supervisor or manager and someone would get back to me. I trusted the process that someone would return the call. At this point in time once again XXXX returned the dispute in our favor and corrected our credit scores. XXXX however did not. I submitted a THIRD dispute to XXXX. On XX/XX/XXXX I contacted enter EnerBankUSA again trying to get a hold of someone to speak to. The customer service agent told me that someone again would be getting back to me from a supervisory position, that it was escalated so that it would be taken care of promptly. Again I was promised a call back by a supervisor, that finally happened on XX/XX/XXXX. I was assured by " XXXX '' that they had reviewed our account and found nowhere in our history that we had ever been 30 days late. We were advised us to wait until our third dispute with XXXX came back and if it was still not in our favor, to contact them again and they would handle it. Ironically later that same day the dispute came back and they did not find in our favor- or at least they found no new evidence provided to them by Enerbank that would make them change our credit scores back to normal. I contacted Enerbank once again to tell them this. Of note- each and every time I contact enterbank I spoke with a different customer service representative, and I have to repeat all of the information every single time from start to finish before they Place me on hold or tell me they can't do anything and they have to send the information to higher up to review and get back to me. Never am I able to be transferred to a supervisor, .or be given a direct line to a supervisor. I was told that credit information is updated the XXXX through the XXXX of the month, and that perhaps the information would be changed then for XXXX. However it is now XX/XX/XXXX and nothing has changed on our XXXX credit report I called Enerbank again on XX/XX/XXXX, where I got through immediately to a customer service representative, once again had to explain the entire situation to them. The customer service representative placed me on a hold so that she could escalate to a supervisor, and after 20 minutes on hold the call was disconnected. I immediately called back, waited on hold another 10 to 15 minutes where I got another regular customer service representative had to tell the tale from start to finish once again, only to be told that she would escalate it to a supervisor and that someone would be back in touch with me again in 24 hours. 48 hours past and no one got back with me. I also called XXXX who informed me that the only information they have is what Enerbank provides, and they can change nothing without EnerBankUSA 's input. 
Today is XX/XX/XXXX. I called and Enerbank approximately XXXX XXXX I got through to a customer service representative and had to go through the entire Spiel once again. She immediately said she would put me on hold and review my case. After 15 minutes on hold the call disconnected completely. I called back got another customer service agent, had to explain the entire situation to her at which point in time she also put me on hold but luckily was back after 5 minutes, at which time she explained that it looks like someone was working on it and someone would get back to me. I interrupted her and told her that I was tired of people telling me someone was working on it in the day back with me because no one ever got back with me and that this has been going on for well over two months at this point. She assured me that someone would be back in touch with me tonight. Miracle of Miracles someone actually did call me back, over 2 hours later. Only to tell me, that they could not do anything about it tonight and that surprise surprise they would 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 explanation