Consumer complaint received 2026-02-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Fees charged
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
According to the Regions Bank response in claim XXXX the issue is not solved although the claim was closed without my satisfaction, they are now saying that the charge of {$59.00} is for XXXX ( fore placed insurance ) that shouldn't have been placed to start, for the initial fore placed insurance, that was later reversed, XXXX the communications received were not explaining at all that the problem was a gap in the amount due to flood insurance not matching the replacement cost in my home insurance, they were only saying there was a gap in the insurance period which made me and my agent spent time sending over and over the declaration page, only after multiples attempts through different phone numbers, and after open claims, was when they researched, and explained the problem by answering the claim, which by the way was never a requirement explained to me when opening the HEloc, even though I corrected later the problem and did it back dated for the full period, once they explained the issue properly. In this occasion, the letters I have been receiving for the XXXX are also saying there was a gap in the insurance, so here we are again with communications not explaining correctly why I am being charged, this time I went directly and opened another claim, as per what happened with the previous claim, looks like Regions only research properly when there is a claim, so I am understanding now by their answer, they are charging me for XXXX fee, after looking what this is, looks like it is a cost for fore placing insurance, which was never supposed to be placed, Regions never explained to me when opening this HELOC, that I needed to keep in my flood insurance certain amount that matched the replacement cost on my home insurance, if they had done so, I had probably refused to open the HELOC, in addition, if Regions communications had been correct about why they were sending so many communications saying different reasons about the fireplaced insurance, and they had been reachable in a way, or explained the issue correctly, I had been able to correct the problem on time before any action was needed, I dear someone to try and talk to XXXX XXXX or anyone in the insurance department, I have previously tried for hours and it is a waste of time, the whole day being transferred from one to another, I explained to her once, that that extension doesn't work at all, not sure why she keeps putting it as a ext to contact her, also the letters sent home doesn't have a number, website, or any information clearly stating where I could contact them directly without being transferred between departments and customer serv representative to which I have to tell the story over and over. Having say so, I had to open another claim until the XXXX charge is waived as it is a result of incompetency and lack of proper explanation from Regions, and very unprofessional way to treat customers, miss information on the requirements etc.

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