Consumer complaint received 2025-09-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
Institution : Regions Bank ( Regions Financial Corporation, XXXX Bank ) Product : Checking account ATM cash deposit Linked Products Impacted : Mortgage servicing, HELOC Summary : On XX/XX/XXXX at XXXX XXXX, I deposited {$1500.00} cash at a Regions Bank ATM attached to the XXXX XXXX XXXX in Florida. The ATM malfunctioned : it went blank, did not produce a receipt, and temporarily retained my card. 

I immediately reported the issue inside the branch. Teller XXXX XXXX opened two disputes because the system only recorded {$1500.00} and she had to add a second entry for {$80.00} : Claim # XXXX {$1500.00} Claim # XXXX {$80.00} I made this deposit specifically to cover my {$1900.00} mortgage and {$500.00} HELOC payments due the next day. I submitted both payments online on XX/XX/XXXX. Regions initially processed them. On XX/XX/XXXX, however, Regions reversed my mortgage payment despite the cash deposit. 

As of XX/XX/XXXX ( XXXX business days later ) : Only {$80.00} has been provisionally credited. 
{$1500.00} remains pending, even though the bank admits the ATM reconciled with an overage. 
I was told I may not see credit for the funds until after XX/XX/XXXX. 
This delay created inaccurate Overdraft Grace messaging, forced me to borrow {$1500.00} to cover obligations, and put my mortgage payment at risk. 

On XX/XX/XXXX, I received an email from a Regions Mortgage representative confirming a late-charge stop and credit-reporting stop were placed on my account due to deposit error at branch. This shows Regions has acknowledged the problem internally, but has still not restored my funds. 



Violations/ Concerns 1. Cash deposit handling Cash deposits at an on-us ATM attached to a branch should be treated as same-day funds availability ( Regulation CC ) and documented with immediate receipts ( XXXX  recordkeeping ). 
2. Error resolution timelines Ten+ business days without provisional credit of {$1500.00} violates Regulation E error resolution requirements.

3. Mortgage servicing risk Reversing a timely mortgage payment created potential late fees and adverse credit reporting in violation of FCRA 623 obligations.

4. Consumer harm I was forced to borrow {$1500.00} to cover obligations, and my account history shows false insufficiency messages caused by Regions delay. 



Requested Resolution 1. Immediate credit of the full {$1500.00} pending reconciliation, coded as bank error ( not courtesy ). 
2. Back-date the {$1500.00} deposit to XX/XX/XXXX so my ledger reflects my timely cash deposit. 
3. Reinstate my {$1900.00} mortgage payment as timely, with written confirmation of no late fees and no negative credit reporting. 
4. Confirm my {$500.00} HELOC payment remains posted. 
5. Remove any overdraftXXXXOverdraft Grace entries tied to this error. 
6. Provide a written explanation of the ATM reconciliation delay and Regions compliance plan to prevent recurrence. 



Evidence Available Tellers dispute records ( # XXXX {$1500.00} ; # XXXX {$80.00} ). 
Mortgage servicer email ( XX/XX/XXXX ) confirming late-charge stop and credit stop due to deposit error at branch. 
Online banking records showing the mortgage payment reversal on XX/XX/XXXX and HELOC posting. 
Any overdraft/Overdraft Grace notations created by this error. 



This complaint seeks immediate restoration of my funds, accurate back-dating of my deposit, reinstatement of my mortgage payment as timely, and a formal written correction of my records. 

Consumer : XXXX XXXX Account ending : XXXX Phone : 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 monetary relief