Consumer complaint received 2025-12-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: REGIONS FINANCIAL CORPORATION
State: TX

Complaint narrative:
Subject : Formal Complaint Against Regions Bank for Repeated Underwriting Failures, Credit Misuse, and Lack of Transparency Dear CFPB Representative, I am submitting this formal complaint regarding Regions Bank, where I have been a customer for several years. My experiences with the bank have shown a consistent pattern of negligence, lack of transparency, improper credit practices, and repeated failure to follow proper underwriting procedures. These issues have caused material harm to me, including unnecessary credit inquiries, delays in financial decisions, and significant frustration due to the banks refusal to take accountability or provide clear explanations.

Below is a detailed account of the issues : 1. Most Recent Incident ( XXXX  ) : Improper Denial and Forced Re-Pull of Credit In my most recent interaction with Regions Banks underwriting department, my application was denied despite the fact that the financials I provided were clear, complete, and supportive of approval. It is evident that the underwriters failed to review the documentation properly.

Following this denial, the bank informed me that I would need to undergo another credit check, not due to any change in my financial situation, but because the system denied it. This is wholly inappropriate.

A customer should not be penalized with another credit inquiry because of a system or underwriting failure.

At no point did the bank acknowledge any error or take responsibility for the incorrect denial.

This forced re-pull of credit, caused solely by the banks internal failures, is an unacceptable practice and harmful to consumers.

2. Similar Incident in Summer XXXX : Credit Pull with No Follow-Up or Explanation This is not the first time Regions Bank mishandled my credit and documentation. In Summer 2025, the bank pulled my credit for an application and then failed to respond with : Any follow-up questions, Any explanation of the underwriting concerns, or Any clarification regarding certain items on my tax returns.

Despite repeated attempts to obtain answers, the bank failed to communicate or provide a resolution. This left my application in limbo and resulted in an unnecessary credit inquiry that provided me no benefit.

3. Past Incident : Required Credit Check for Business Credit Card Despite Hidden Eligibility Rule A few years prior, Regions Bank asked me to run a credit check in order to apply for a business credit card. Only after the inquiry was completed did the bank inform me that I did not qualify because I had not completed two years of banking relationship with them.

This essential eligibility criterion was never disclosed upfront, and I was subjected to a hard inquiry that should have never occurred had the bank communicated their requirements clearly.

This is deceptive and demonstrates a lack of transparency in their application process.

4. Pattern of Negligence and Harm Across these incidents, a clear pattern emerges : Failure to review submitted financials properly Unexplained denials Unnecessary or duplicative credit checks Lack of communication and transparency Failure to inform customers of eligibility rules prior to running credit Total lack of accountability These practices have negatively affected my credit profile, wasted significant time, and caused ongoing frustration. As a long-time customer, I expected better, but these repeated failures show systemic issues within their underwriting and customer-communication processes.

Requested Action I respectfully request that the CFPB : Investigate Regions Banks underwriting practices, particularly regarding their misuse of credit checks and lack of transparency.

Require Regions Bank to remove any unnecessary or improperly obtained credit inquiries from my credit reports.

Ensure the bank implements clear disclosure of eligibility requirements before requesting or authorizing credit pulls.

Require the bank to provide a formal written explanation of the denials and errors made in these cases.

Review whether their underwriting department is in compliance with fair lending and fair credit reporting standards.

Thank you for your time and attention to this matter. I am available to provide any additional documentation or details as needed. I appreciate the CFPBs work in protecting consumers from improper financial practices.

Sincerely, 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 explanation