Consumer complaint received 2026-01-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: REGIONS FINANCIAL CORPORATION
State: TN

Complaint narrative:
On XX/XX/XXXX, 2025, Regions Mortgage supplied me with an Escrow Analysis. There was a small shortage, but they provided no information for paying the shortage. Previous mortgage companies have always provided me a coupon or invoice to pay the shortage. In addition to the escrow shortage, they were increasing my monthly escrow. 

On XXXX XXXX, 2026, I made a payment to cover the escrow shortage and fund escrow by the extra amount to keep my monthly payment close to where it currently is. I then requested a new Escrow Analysis through their online portal ( email ). Having done this several times with other mortgage companies, I did not expect any issues. 

However, on XX/XX/XXXX, 2026, they informed me that my new payment will only reflect the escrow shortage payment. I immediately wrote back to question the amount and point out that I had paid more than just the escrow shortage amount into escrow. 

On XX/XX/XXXX, they replied in part " ... We are unable to reduce the payment amount lower, as this is the base amount that we must collect for your taxes and insurance. '' I attempted to reply, but their website would not allow me to do. Over the next several days, I continued to log into my account and could not. I would enter my credentials, received and input the security code ; and then receive a vague error message telling me to try again. This went on for several days. 

My current work schedule does not permit me to make phone calls during their business hours, so I was at the mercy of a seemingly broken system with no recourse. 

On XXXX XXXX, 2026, I was finally able to access my account again, but I was not able to directly reply to the email/message thread. I started a new email thread stating, " My new payment amount should reflect the additional amount that I paid into escrow. I paid more than just the escrow shortage. '' On XX/XX/XXXX, 2026, they replied, " If that is the case, then any additional funds you paid will be refunded to you. Please note that [ $ XXXX ] reflects the minimum amount of your escrow costs. We are unable to lower the payment amount any further, unless the taxes decrease and/or the insurance premium decreases. '' Again, I was unable to reply and had start a new email thread, stating in part, " Apply the additional escrow payment to the escrow account and recalculate the escrow ... My previous mortgage companies had no problem doing this. '' Today, XXXX XXXX, 2026, they replied in part, " we will advise again that if any funds paid over your shortage are applied, then those funds will be refunded to you. At this time, your base payment amount is {$1000.00} with no shortage. We are unable to bring this payment amount lower, as federal regulations mandate that we only collect what is needed to pay your taxes and insurance as they are due. '' I finished work early today and immediately called them. Again, I was told that they couldn't reduce my monthly amount from the extra funding due to a " new Federal Regulation ''. I inquired further about this " Federal Regulation ''. I was placed on hold and a few moments later, the representative informed me that it was not a Federal Regulation, but change in company policy. 

Further, I would like to note that a refund was never initiated by Regions for this additional escrow funding. The representative today claimed to be initiating the refund. 

This is not my first escrow issue with Regions. In XX/XX/XXXXJanuary 2024 ( my mortgage had been sold XXXX XXXX XXXX 's mortgage company to Regions in June 2023 ), I discovered that Regions had been overcharging me for escrow. I expected that they would do an escrow analysis and refund me. They did not. Despite documentation and evidence showing they were charging me too much for escrow, they fought with me. I had calculated that they were overcharging me {$73.00} per month. They agreed to pay me the {$870.00} in January 2024, but insisted that I was wrong and would end up paying it all back to them. Additionally, they denied my request for an escrow analysis at that time and refused to adjust my escrow amount. 

When they finally did the escrow analysis later in the year, they had to refund me even more. Their system does not allow me to see the refunds they issued to me, so I do not recall the exact amount. It was significant. Likely, $ XXXX, which I added to additional funds and paid my mortgage principal down. 

I am exhausted from dealing with Regions Mortgage. I am sick of fighting stupid battles and being lied to about regulations that do not exist while they profit from a relationship that I did not choose to enter into. I am not in a position to refinance or I would fire them immediately. I pay my mortgage on time, every month, without issue. In fact, last year, I paid it down by $ 15K, with additional payments to principal. And I hope to do more of that this year. 

All I wanted was to fund my escrow account to keep my monthly payment the same. It's just easier for me. And it's never been an issue for any other mortgage company to do this.

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