Consumer complaint received 2024-03-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: REGIONS FINANCIAL CORPORATION
State: GA

Complaint narrative:
Escrow Errors : 1.Regions FAILED to pay XXXX XXXX XXXX policy, in the amount of {$2300.00}, for policy coverage period XXXX. Instead, Regions issued a total of XXXX payments to XXXX XXXX, policy # The first payment was issued on XX/XX/XXXX, in the amount of {$2400.00}, coverage period XXXX. Regions incorrectly issued the second payment to XXXX XXXX, Policy, in the amount of {$3400.00}, XX/XX/XXXX, coverage period XXXX. 
After countless hours and countless phone calls to Regions Mortgage, which initially began so that we could determine insurance coverage requirements as we attempted to secure new property insurance after receiving notice that our payment had increased {$1000.00} monthly from {$2800.00} to {$3900.00}. Each phone call over the course of several months proved to be more infuriating than the one before. Finally, on XX/XX/XXXX, I finally was able to speak with someone knowledgeable, a gentleman by the name of XXXX, a XXXX in the insurance dept for Regions Mortgage. Once he reviewed our account, he emphatically stated that Regions should never have issued payment to XXXX XXXX. Due to Regions failure to issue payment to our Insurance Company, our policy /insurance coverage was canceled, causing a lapse in coverage totaling more than 12 months, making it virtually impossible to secure adequate coverage with a reputable company. **** Please note that XXXX is not nor has never been licensed to provide Homeowners Insurance in the State of Florida. 

Due to the significant increase in monthly mortgage payment, specifically for the Escrow payment & prorated shortage of escrow payment for forced place insurance, the Annual Escrow Account Disclosure Statement which reflects an analysis date of XX/XX/XXXX reflects a significant discrepancy for the Escrow balance for our loan. To date, we have not been given any explanation from Regions Mortgage explaining why their records reflect inaccurate balance. We have also requested the funds overage to be returned to us countless times. We sent a letter to Regions in late XX/XX/XXXX, in the response letter we received from Regions on XX/XX/XXXX, they completely disregarded my question and request for refund. 

Additionally, we believe that a portion of the correspondence from Regions dated XX/XX/XXXX, is incorrect. RE : on several occasions following the increase in monthly payment, we contacted Regions ( all calls were made during XXXX and NOT prior ) and were advised they were waiting on a return call from XXXX XXXX in regard to the extra payments that Regions submitted to XXXX XXXX XXXX We also made several phone calls to XXXX which proved to be absolutely worthless and waste of our time. If Regions had in fact reached out to XXXX in XX/XX/XXXX, why would Regions need to make additional calls regarding the same information. PLEASE ASK REGIONS TO PULL THE PHONE CALLS AS ALL WERE RECORDED PER DISCLOSURE AT THE BEGINNING OF EVERY CALL THAT WE PLACED TO THEM IN DESPERATE EFFORT TO RESOLVE THIS EGREGIOUS ERROR CAUSED BY REGIONS BANK. 
I AM LIMITING THE INFORMATION INCLUDED FOR FEAR OF INCLUDING AN OVERLY BROAD AMOUNT OF INFORMATION, PLEASE CONTACT ME IF ANY ADDITIONAL INFORMATION IS NEEDED OR REQUESTED.

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