Consumer complaint received 2020-10-01
Company: REGIONS FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
In XXXX of 2020 I contacted the customer service for Regions Bank in an effort to have an overdraft fee removed. I assumed this would be no issue since I had been with the company for almost 10 years and my accounts rarely if ever go overdrawn. The customer service rep informed me that I would need to speak with someone inside of a branch and directed me to the Regions located at XXXX XXXX, XXXX in XXXX, FL. I contacted the branch and spoke with someone who was unable to handle the situation so I asked to speak with the branch manager. The branch manager, XXXX ( I do not know her last name, but I am told she also goes by XXXX or XXXX XXXX, was unnecessarily hostile and rude with me. So much so that I requested to speak with a regional manager to complain about how she spoke to me. She refused to give me any contact information for the regional manager and proceeded to hang the phone up on me. I contacted the customer service number and filed a formal complaint on her the same day, and requested to have the regional manager contact me but no one did. 

Fast-forward to XX/XX/2020 I received a letter saying that ALL of my bank accounts would be closed effective immediately. I called the customer service number, assuming this had to be a mistake. The customer service reps had no idea what was going on. They informed me that there were no notes in the system explaining this and could not give me a reason as to why this was happening. They told me that the branch located at XXXX XXXX, XXXX in XXXX, FL. was responsible for closing my accounts and that I would have to contact them. I called the branch and spoke with someone named XXXX who said that the " back office '' closed the accounts and when I asked why she said that the bank has a right to end a relationship with anyone at any time. That was the only explanation I got and when I pressed her for more information she put me on hold and hung the phone up on me, twice. I drove over to the branch on Monday XX/XX/2020 to speak with someone to find out what was happening and get a better understanding of the situation. As soon as I arrived at the window and without any hesitation the lady at the window demanded my driver 's license and then proceeded to withdraw all of my money from my accounts and hand it to me as a check. I NEVER AUTHORIZED OR REQUESTED THIS TRANSACTION! I had pending transactions waiting to be debited from my account and I had more than enough money in the accounts to cover them. I would never have withdrawn money knowing I had pending transactions, and now the accounts have gone into overdraft with fees. 

So far the company has not given a satisfactory answer as to why my accounts were closed. HOWEVER, through my own investigation I have uncovered the real reason why this has happened. There is a CURRENT EMPLOYEE at this specific branch and they have informed me that the branch manager XXXX is responsible for closing my accounts. The CURRENT EMPLOYEE explained that XXXX has expressed to the employees at the branch that she is angry about the complaint that I made against her back in XXXX, and that she closed my accounts in retaliation. The CURRENT EMPLOYEE has also expressed that they are willing to testify to this and speak with anyone investigating this. The CURRENT EMPLOYEE has stated that they want to also report that this is not an isolated incident, and that the branch manager has done this multiple times before to other customers of Regions. I will provide the CURRENT EMPLOYEE 'S name and information once I am contacted. 

I have contacted several agencies searching for assistance including the XXXX XXXX  XXXX, the XXXX XXXX XXXX XXXX, and several others. I am also taking this experience to my local news station in an effort to spread the word to as many people as possible to AVOID using Regions Bank because this is how they treat their loyal customers.

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