Consumer complaint received 2025-01-31 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: REGIONS FINANCIAL CORPORATION
State: TX

Complaint narrative:
( Note : Attachment XXXX  XXXX is a copy of this complaint formatted-may be lost in text box paste ) XXXX ) XX/XX/XXXX : Phoned Regions Bank customer support ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) : Resolution : Penalties refunded. I was told late pay ( XX/XX/XXXX ) would be removed from all 3 credit agency reports, and a bug report would be filed by " bank error '' dept. 

On XX/XX/XXXX, I received an email from XXXX that RegionsBank had reported me 30 days late for payment. I was shocked because I had it set on autopay and autopay had previously worked for years at RegionsBank as well as my other credit cards. I had never had a problem with autopay not working. # XXXX screenshot shows autopay setup on XXXX. # XXXX screenshot shows successful autopay confirmations on XXXX. 

I immediately called RegionsBank and after some confusion, I was transferred to a supervisor named XXXX, who spelled her name for me, pronounced " XXXX XXXX XXXX figured out what happened and guided me thru the website to the attached " external bank activity list '', which showed the " recurs monthly '' transactions that had previously happened without fail ( # XXXX bank pymts list ). XXXX said it looked to her like when I made a payment from XXXX XXXX  that it messed up the auto payments from XXXX  XXXX XXXX. She said it was obviously a " bank error '' and she would be sending it to the " bank error '' dept and they would remove the late payment report from all 3 of my credit reports. I asked if we should submit a bug report so that it would be fixed by the programmers. XXXX said the " bank error '' dept would do that when they received a copy of her report, which she gave me a ticket # for : XXXX. She refunded the penalty charges and said to check back in a month. 

I did so for the next 2 months and saw Regions put a note on my account on XXXX, that my dispute met FCRA requirements ( Fair Credit Reporting Act ). I did not expect any more problems. 

XXXX ) XX/XX/XXXX : Regions Bank letter from and phone call to Regions Bank " Credit Bureau XXXX XXXX '' On XX/XX/XXXX, a month passed, but instead of everything being fixed as promised, I got a letter from Regions Bank " Credit Bureau Disputes Dept '', saying they had no intention of changing anything on the credit reports ( # 6-attached-Credit Dispute Dept Letter ). 

On XX/XX/XXXX, I then called the number on the letter and experienced the same problems I left out above, in the attempts to talk to Regions Bank by phone, with echoing/hissy/scratchy phone problems preventing understandable conversations and inability to find reports after being given the ticket # that XXXX gave me during subsequent phone calls attempting to clear this up, I finally got to a supervisor name XXXX XXXX, who actually had a clear telephone line. Though very frustrated with the phone problems and problems finding the ticket #, I thought this would be the end of my RegionsBank nightmare, finally. After explaining what happened and getting the ticket # found finally, XXXX said to be " Well, if it had said 'bank error ' we would have removed it but it didn't so we didn't and that's final. '' I said, " bank error, that's the exact term XXXX said she was putting into the report. Could you please read me the report XXXX submitted? '' XXXX then read the report to me : " Customer was under impression that autopay was set up and due to bank error ... '', then XXXX stopped, became embarrassed and belligerent, and said, " yeah, well, that doesn't matter, cause it says here in the notes, that we texted you so you should have made the payment then. '' I said, " XXXX said that the bank errors dept would be sending a bug report to the programmers to fix the autopay bug, has this been done? As well, my email alerts were turned off, with my email address sitting there, which I turned back on with XXXX ( # XXXX ). I asked for email alerts, did not get them, did NOT include a phone number for text alerts for contact, as I do not check text msgs on my phone due to spam. XXXX said the " bank errors '' dept would report the bug to the software engineers that the website is broken in multiple places. Please transfer me to the " bank errors dept ''. 

XXXX said they were the " bank errors '' dept. A woman named " XXXX '' was the only person I could reach when calling the phone # on the letter ( # XXXX Dispute Dept Letter ) from " XXXX XXXX '', always on an echoing, hissing/scratchy line which could not be understood, tho I called several times, trying to get a clear line. 

I am XXXX XXXX XXXXXXXX and was XXXX  at the inability of a bank to be able to report and fix software bugs. Somehow it was perceived that sending me a text message would fix the buggy website. 

XXXX said, I had raised my voice at her and therefore, all future communications with RegionsBank must be in writing and hung up on me. 

XXXX ) XX/XX/XXXX - Regions Bank disputes filed with all XXXX credit agencies : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, I then filed reports with all 3 credit agencies ( # XXXX agency disputes ) with the XX/XX/XXXX and XX/XX/XXXX screenshots ( # XXXX and # XXXX ) showing me setting up autopay, and the autopay successfully applied on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I had no reason to think my autopay was turned off, nor any reason to think my email alerts were turned off in XXXX ( # XXXX ). Why would my email address be sitting there with alerts turned off? Why would I turn them off? As a software engineer myself, it looks like a website update was done and did not reset the defaults to the user preferences. I typed my email address in order to get bank alerts, and had been getting alerts without a problem until XX/XX/XXXX. 

Within a week all XXXX credit report agencies informed me that " Regions Bank had confirmed the information, and therefore the credit agency would not be changing anything '', never looking at the XXXX documents I attached to the report ( # XXXX XXXX and # XXXX ), screenshots showing I had set up autopay in XXXX. 

XXXX ) XX/XX/XXXX - CFPB complaint about Regions Bank and credit agencies not looking at the proof I sent of autopay being setup and confirmed in XXXX. ( # 1-attached-setup and # 2-attached-confirmed ) In this CFPB complaint, I have added the document that XXXX found while on the phone with me XXXX of external bank activity, with " recurs monthly '' stated right on the transaction list, up until a different external bank was used, exactly as XXXX had stated ( # XXXXXXXX XXXX XXXX XXXX  ). I also scanned in and included the letter ( # XXXX Dispute Dept Letter ) from the " Credit Bureau Disputes Dept XXXX' aka the `XXXX Bank Errors Dept '', which never mentions any autopay errors being reported or fixed to their software engineering dept, as XXXX had said would happen when it was received by the " Banks Errors Dept ''. 

attachments : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Disputes Dept saying will not fix credit reports error 7 ) XXXX XXXX XXXX XXXX XXXX submitted the same-copy of Equifax-dispute w two docs uploaded XXXX ) XXXXXXXX XXXX XXXX XXXX due to RegionBank autopay XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX of this complaint formatted-may be lost in text box paste

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