Consumer complaint received 2021-09-17
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 fulfilled all the above conditions, except enrolling into online statement, in a timely manner i.e., first 30 days but Regions bank is not willing to pay I the cash back bonus ( either {$200.00} or {$400.00} ). 
Regions bank couldnt help the I in terms of the online access as few years back ( XXXX ) I had past relationship with Regions bank and that resulted into NOT able to setup online access for the I. I put a lot of efforts but no success in terms of getting online access. One has to have online access then only they can enroll for the online statements. I made multiple calls to Regions bank customer service and emailed the local branch but no success. During COVID-19 wait time on telephone lines is too long but still I tried his best. Due to no online access I couldnt setup the online statement within the first 30 days of account opening. I called and emailed Regions bank customer service and local branch but no success.. This was definitely not the fault of I NOT to enable online account statement in the first 30 days of account opening.

Finally, I filed CFPB ( Consume Financial Protection Bureau ) Complaint # XXXX filed on XXXX XX/XX/XXXX for no online account access. Regions bank gave round about answers for this. XXXX XXXX from Regions local branch also called but no success. I worked with local Branch manager, XXXX XXXX, to setup online access but no success regarding that. I tried his best to get online access within the first 30 days of account opening. Finally, I has to work extended hours to get the online access. But by the time, I got online access and setup online statements it was beyond 30 days of account opening. But not able to register for online statements was not at all my fault. Moreover, Regions didnt send even a single bank statement to my home address which means that by default online statement was already set, may be due to past relationship I had with Regions. Which means that Regions Bank either violated laws by either not sending the monthly statement by postal mail to the Customer, i.e. me, OR Regions Bank is just coming up with the excuses NOT to pay the promotion to the I. If Regions Bank still argues that they didnt sent a paper statement to the I then Regions Bank is violating these laws : XXXX XXXX XXXX XXXX XXXX XXXXXXXX  as I had done at least one transaction but I didnt receive any paper statement from Regions Bank initially. And if Regions Bank argues that Regions Bank didnt send the paper statement because I as per his past relationship enrolled into online banking and thus online statements then Regions Bank should honor the {$400.00} or {$200.00} promotional cash back bonus. Moreover, its Regions Bank which couldnt help the I in terms of setting up online access within first 30 days and it was purely the fault of Regions Bank.

To resolve this issue, I reached out to Customer Service of Regions bank via various communication channels including but not limited to emails, chat, phone calls. When issue was not resolved, I has to be escalate this matter to CFPB ( Consume Financial Protection Bureau ) via 3 different CFPB complaints.

Even after meeting all the terms and conditions in a timely manner, Regions Bank denied the cash back bonus of {$400.00} or {$200.00} to me. For that I filed some other CFPB complaints XXXX on XXXX XX/XX/XXXX. Regions bank came up with another excuse that I didnt enroll for online statements, thus denied cash back bonus. Please refer all the CFPB complaints, response of Regions bank and chat regarding this issue. 
Moreover, I have all the online statements since XX/XX/XXXX that means I was enrolled internally in their system. So why Regions is denying my hard earned {$400.00} cash back bonus.

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