Consumer complaint received 2022-03-24 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: REGIONS FINANCIAL CORPORATION
State: PA

Complaint narrative:
We are currently using XXXX by Comdata ( XXXX ) as our fleet fuel card provider. When we received our statement dated XX/XX/22, our total amount due was XXXX, due XX/XX/22. Our payment, in full, was processed XX/XX/22. When we received our statement dated XX/XX/22, our payment was not applied to our account. I contacted customer service and advised them of the issue. They stated they could see the issue on their side, and they would credit our account for the payment by the end of the month. They would also credit us for any late fees and interest. When I received our statement dated XX/XX/22, they had credited us for the late fees and interest but there was now a " High Risk Transaction Fee '' applied to our account. According to the Comdata 's TOS agreement, " A High Risk Transaction Fee may apply if your Commercial or Consumer Credit Score is below our threshold ( XXXX for commercial credit scores and XXXX for individual credit scores ), or the score drops by XXXX points or more in any 3 month rolling period, or you incur one late fee or more in any 12-month rolling period, or you are 30 days or more delinquent in any 12-month rolling period, or make a payment that is not honored by your bank. '' Assuming this was the result of the payment application error I contacted customer service to resolve the issue. When I contacted customer service they insisted this was because of a change in our credit score. I asked them if there is anyone who could verify this information, and I was told it is our responsibility to contact XXXX, XXXX, and XXXX and resolve any issues directly with them, and we would have to wait for them to correct the reported information. I was also told by another customer service representative that I could purchase our credit reports and submit them to XXXX for a review. I asked if there was any reimbursement for expenses if it turns out this error is not related to our credit score, they responded No. Doesn't it seem suspicious that this fee shows up at the exact same time their system did not apply our payment to our account and flagged the account as past due? I have tried every avenue I can think of to try and get someone to look into this on their side and they are outright refusing to do anything. We know for a fact there has been no change to our credit score. It should be obvious to any logical person this issue is being cause by this system error, but no one at XXXX will even do a simple verification. After my last conversation with customer service I turned off our cards so no further transaction could be processed, but we are still stuck paying {XXXX} per transaction for any transactions currently in processing. This is an extremely aggressive stance for XXXX to take, and it is absolutely not acceptable from a consumer standpoint. At a basic level, this situation should be investigated, not for our benefit, but to prevent some other person or company from being taking advantage of by an ignorant company.

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 monetary relief