Consumer complaint received 2025-05-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: REGIONS FINANCIAL CORPORATION
State: MS

Complaint narrative:
Formal Complaint Regarding Ongoing Issues with Account Access and Customer Service To Whom It May Concern, I am writing to formally express my frustration and dissatisfaction regarding the ongoing issues I have encountered with my bank account and the lack of resolution or effective communication from both branch staff and support teams. 

I initially opened my account over a month ago. When I visited the branch to obtain my debit card and make my initial deposit, I was informed that my Social Security Number had been entered incorrectly. I was then referred to banker XXXX XXXX, who proceeded to recreate my account and initiate some sort of account merge. 

Following this, I attempted to enroll in online banking, but encountered an error. XXXX XXXX submitted a support ticket and assured me she would follow up once the issue was resolved. I continued with obtaining my debit card and made my initial deposit. A few days later, I was contacted by XXXX XXXX and asked to return to the branch, as the issue was supposedly resolved. However, when I arrived, the issue persisted. 

I was then told the issue might be due to having two customer profile numbers. I was instructed to try accessing both, but neither worked. XXXX XXXX then assigned me a new customer number, which also failed. She mentioned submitting several additional support tickets, yet the issue remained unresolved. I have exchanged numerous emails with her during this time, with no resolution to date. 

Approximately three weeks later, I misplaced my debit card. I attempted to use the Lock It feature, but was unable to due to lack of online banking access. I called the banks XXXX number and was told they could not lock the card, only cancel it. As a result, I had no choice but to cancel the cardeven though I later found it. 

During that call, I was read a list of recent transactions and discovered I had been double charged for a bill paymentan error I would not have known about without that phone call, since I have been unable to view any of my transactions. I was able to resolve that issue directly with the company in question, but it further underscores the importance of online access. 

I have been informed by the online support team that a fraud hold may be the cause, but was told only the branch can remove it. The branch, however, claims there is no such hold and has no explanation for why I still can not access my account online. 

Due to a lack of response from XXXX XXXX, I visited the branch the day after I misplaced my card and spoke with the branch manager, XXXX XXXX. She assured me she would escalate the matter and follow up with a call later that day. She did call and promised to update me the following Monday. It is now Wednesday, and I have yet to receive any further communication. 

As a result of not having online banking access, I am unable to : Monitor my account transactions Use the debit card lock feature Access XXXX Connect my account through XXXX  which is necessary to make a credit card payment All of these are standard features that I am entitled to as a customer, and the ongoing denial of accesswithout any valid explanation or resolutionis unacceptable. I have made multiple phone calls to both the online banking and fraud departments, exchanged numerous emails with XXXX XXXX, and visited the branch several times, all without resolution. Even the branch manager has failed to follow through on her commitments. 

This matter has now persisted for over a month, and I am left with no choice but to submit this formal complaint. I expect immediate attention to this issue and a prompt resolution, including full access to my online banking account and all associated services.

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