Consumer complaint received 2025-01-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: REGIONS FINANCIAL CORPORATION
State: AL

Complaint narrative:
On XX/XX/XXXXXXXX  I entered a XXXX XXXX transaction to my Mortgage Lender to be paid by XX/XX/XXXX. On XXXX XXXX ( XXXX  ) I received a call from my mortgage lender indicating they had not received the payment and to contact my Bank because XXXX XXXX was used. The XXXX XXXX transaction indicates the payment is made by check. The funds were debited from my checking account on XX/XX/XXXX. At that time I requested that the check be cancelled and a new one issued and expedited. My bank contacted me again on XX/XX/XXXX indicating that they had received the original check but it was not posted due to stop payment. They had not received any other payment. I was forced to make a payment directly on my Mortgage site to avoid negative credit reporting. Since then, I have been calling my bank ( Regions ) to determine where the replacement check was and to get the fees ( XXXX I had to pay so far ) I have incurred to date credited or worked out with my lender. I also was trying to determine why the funds were debited from my account when then biller had not processed the check - as their site indicates is the process for checks. I can provide the Regions XXXX XXXX documentation which indicates this as an attachment. I did not cancel the replacement payment as I did not want to get charged XXXX again by my lender for a cancelled payment and wanted this payment to post for my XXXX mortgage payment. It is now XX/XX/XXXXXXXX  and the replacement check has still not been received by my mortgage lender and I have now had to make another payment directly on their site to avoid late fees and negative credit reporting - meanwhile the funds for this initial payment that has yet to be received has been debited since XX/XX/XXXX and no one can tell me where my funds are or have been. I have spent HOURS on the phone with Regions to get this resolved ( the posted an email to my account on XX/XX/XXXX indicating that they can not speak to my mortgage lender directly without me on the call - and the email indicates to call a number to set this up but there is NO NUMBER on the email ). Regions tells me it is the XXXX that has to be contacted - but XXXX will not speak to the consumer only the financial institution- they literally transfer me to my bank number. I have been spinning in circles for weeks now with these 2 institutions to find out where my money is. Today I requested to cancel the replacement check and return my funds immediately - Regions is telling me that it will take 10 BUSINESS days to get my funds to me. I have asked why my funds were taken to begin with as it states on the XXXX XXXX site of their website that " For electronic payments, funds will be debited on the payment date selected. For payments sent by check, funds will be debited when the biller processes the payment '' - my payment is by CHECK but the funds were debited based on the est arrival date of the check and NOT when the biller processed the payment. Had the policy they have posted been adhered to, I would have been able to cancel the original check and make the payment directly to the mortage lender site immediately back in XXXX or even today - without draining my savings. I have no idea where my money is or has been for the last month- and to find out it will take 10 days to get it back is INSANE. Regions contracts XXXX to support online XXXX XXXX XXXX, but this service provider is impossible to contact and I do get through via conning the automated system, they refuse to answer any questions and literally transfer me to my regions 1-800 number. Regions is indicating that they can not refund me the late fees and cancel check fees - that XXXX has to work that out with XXXX XXXX XXXX biller- but I can not get with XXXX to get this done! XXXX can not talk to my biller without me on the call ( according to them in the email ) but I can not get in touch with XXXX to even do this! This issue is ongoing today - a service provider ( whom I did not select or even know about ) should not be able to conduct business as a black hole through my financial institution and take my funds illegally and hold them in a black hole where they likely are collecting interest on them and I have no ability to determine their use or location - and can not get them back for 10 DAYS! This is not a small payment- it is my MORTGAGE payment.

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