Consumer complaint received 2026-01-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
XXXX XXXX : My mother passed from XXXX. Before she passed, she already had everything setup for me to save the home incase she did pass, prevent foreclosure, bypass probate. She did an enhanced life estate deed ( ladybird deed ) as well, which in the state of XXXX automatically makes me the successor of interest, next owner of the home. 

I was residing in XXXX  at this time for work. We had XXXX XXXX Mortgage. As soon as she passed, without my knowing, the loan was transferred to Regions Mortgage. As a result, the autopay and banking info she had on file ( which would had covered up to 2 years worth of mortgage payments ) was removed and voided when the mortgage loan was taken over by Regions Bank. As a result, mortgage payments were missed, and I was unaware of this because I was residing in XXXX  and none of the mortgage payment statements was mailed to XXXX, despite having XXXX mail forwarding service enabled. 

I relocated back to XXXX XXXX, XXXX in XXXX of XXXX to live there ( my mothers home I inherited ). Upon that, I found stacks of letters from Regions Mortgage on missed payments, and a pre-foreclosure in progress. 

I immediately called Regions Mortgage at XXXX EST on XX/XX/XXXX, to request a foreclosure pause, and I was told to submit all the documents they requested ( death certificate, will, enhanced life estate deed/warranty deed/ladybird deed, and did so that very same day to XXXX, and was told within XX/XX/XXXX hours I would receive a call back. Never got any response back via email nor by phone. 

I called again to touch base on the status. When I called back, I provided my mothers social security number, and loan number. Their response was that they never received any documents, and were sorry, we dont see you on this loan and arent able to provide further assistance. This runaround repeated itself 3 times. 

XXXX was the same issue. I called, requested a foreclosure pause, and Ive had to repeat my story numerous times. All I wanted to do was get on this loan so that I could prevent the foreclosure, stop it, and continue making payments. Again, same issues stating they didnt receive my documents and no calls returned. 

Having enough, on XX/XX/XXXX, I stepped into my local Regions bank branch and was assisted by XXXX XXXX at the XXXX XXXX, XXXX regions bank branch because a month went by and the phone calls and e-mails were unsuccessful. XXXX went ahead, escalated this and helped me re-submit the will, ladybird deed, drivers license. They told her from the mortgage dept on the phone that they would call me within XXXX hours, again, no help on the foreclosure pause and no calls back. 

I call Regions Mortgage again by phone, no calls returned. It got to the point where I missed so much days off of work, that I lost my job. 

On XX/XX/XXXX, I received a court summons by a police officer at my home, with 20 days to respond with my story and mail it. I did. 


Startled and stressed, On XX/XX/XXXX I return back to the same local branch, XXXX was surprised to see me again with the same issue. She was firm and even told me who it was she sent the documents to, a rep named XXXX XXXX XXXX XXXX never got back with me, so XXXX called to verify why I didnt get any help or calls back. 

I finally get a call back mid XXXX, and it wasnt till XXXX that they confirmed they received the required documents, and that it would take XXXX days to review everything. Again, no foreclosure pause. At this point Im in a dual tracking scenario where they seem to be assisting me, but the foreclosure process continues and I dont feel alleviated. Its now 3 months in this back and forth scenario and I feel helpless. Ive lost my job because of the fear that I couldnt rely on phone calls and or emails to remedy all of this and Im really thinking that this is intentional on behalf of Regions Mortgage at this point. 

Its hard enough losing my mother to XXXX, losing my job because of my poor attendance at work because I had to keep visiting the bank, then not seeing the foreclosure pause take place, to being served court papers. 


Paystubs were also submitted to the XXXX department, but no foreclosure pause has been initiated as they review everything.

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