Consumer complaint received 2018-08-02
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This company has had many issues since they changed their system back in XX/XX/XXXX. The issues are as follows : 1. Website changes resulted in a poorly functioning website, which constantly has code errors. I can not even order cards or do most basic functions which they try to tell you to do online. The " enable support '' button does not even work when you contact them for help. I spent almost a full year last year calling 2-3 times a month notifying them of the issues and requesting that it be fixed. It never was.

2. Billing issues galore.

- Their normal time between bill sent and payment due is 14 days. Even when a check is mailed on the day the bill is received, they still post the payment late and they charge exorbitant fees and interest. 
- Using their online payment is problematic as well. I tried to pay my statement balance on XX/XX/XXXX and their system would not allow me to pay the full statement balance. They could not explain why. I was told today that they know of a few accounts this is affecting but do not have a fix yet. When I received my bill on XX/XX/XXXX, it shows a past due for the amount that it would not let me pay before, even though the person on the phone, XXXX, assured me that it would not happen. 
- When they credited back fees ( the XXXX one was in excess of {$1500.00} ) they force you to pay the whole amount, including their error, and it will be fixed in the following month. If you do not pay that amount, they freeze your account, even though you actually did not owe the money. They state they have no way to apply the credits right away, they can only be applied to the next bill. 
- Allowing merchants to submit payments 8 months later and backdated to that time. ( I received charges from XXXX on my XXXX statement ) XXXX stated that they do not have rules or timeframes in place for merchant submissions. They also do not have a way to start disputes with a phone call, they make you go to the website, which, as per above, is problematic. When you select the " other '' for dispute, it tells you to call their customer support who can not file the dispute! They tell you to file the dispute with the vendor. I reconcile my pending charges every single day into an XXXX spreadsheet then reconcile them against the posted transactions when the bill is issued. These charges were not included anywhere in XXXX or any other bill until the one sent on XX/XX/XXXX. Being a XXXX company, we have every 6 months financial statements done by an accountant. The first half of my year has already been closed out and I can not add in expenses without causing major problems. Also, after this amount of time has transpired, I can not be sure that these are legitimate charges, as my guys are not going to remember where they stopped for fuel or whatnot 8 months ago. 
3. Call center issues - When they did their changes in XX/XX/XXXX they started using international call centers. This has caused many issues. Most times I am connected with someone in another country who I can not understand through their accent. Also, every single time I have called customer service to have an issue on my account fixed, they have created even more problems. One example is calling to increase limits on a card resulted in that card being blocked. The customer service reps do not seem to understand how to properly correct issues. Also had numerous times where they can not understand simple explanations, most likely due to the language barriers. 
I have contacted the XX/XX/XXXX for issues with this company before, and though promised the issues would be corrected, they have not. If anything, it has gotten much worse.

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