Consumer complaint received 2025-03-25 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: REGIONS FINANCIAL CORPORATION
State: TN

Complaint narrative:
In XXXX of XXXX, my XXXX  grandfather 's home was sold without having a clean title. My aunt sold this property for {$400000.00}. In XX/XX/XXXX, my aunt opened a HELOC at Regions Bank for {$75000.00}. On XX/XX/XXXX, my aunt passed without leaving a Will. In XX/XX/XXXX, an aunt on her mother 's side serving as Administrator opened a Probate estate. Leaving the account at Regions Bank. After being in court for approximately XXXX  years and the courts finally determining, she was not the rightful heir, I was appointed Administrator in XX/XX/XXXX. I went to Regions Bank to get as much documentation as I could to try and sort out the confusion. I informed the Bank manager of what had happened and that we suspected Fraud, and asked if she had deposited the funds in Regions and was told Regions had gone to a new system and that he did not have access as far back as XXXX. That all of the documents had been shredded? I asked specifically about the {$400000.00} and the XXXX loan, and he told me she did not have any loans open with Regions. He never told me she had a HELOC, but never used it, until last Monday, XX/XX/XXXX. The manager did tell me the deceased had XXXX checking accounts, XXXX CD or Savings and XXXX of the other, and that the previous Administrator had closed out all XXXX accounts. I then went to conduct some business and was informed Regions had an open XXXX on the property. I called, set up an appt at Regions and met with the assistant Manager who informed me the manager was on vacation, but he would be back the following Monday. When I got to the appointment, she had produced documents from XXXX? I guess she has access, but the manager doesn't. That threw up a red flag for me. I returned to Regions on Monday the XXXX, and the manager was informed, I was trying to close on a deal and was not understanding, why he has held all along that my aunt had no open loans with them. He then gave me a deposit slip he had written on, that we would need to pay {$1100.00}, for Charge off recovery and that it would be XXXX  days after payment before he would even request the release of lien. So, get the benefits of charge off and then recover the cash as well? I told him, that sounded like an internal problem and why would they pay out XXXX accounts without taking what was owed? He informed me that they had tried to contact my aunt in XXXX and XXXX of XXXX to inform of insurance being placed without a response. I told him, I know you were made aware of her death in XX/XX/XXXX, why would you not close out the HELOC at that point and I still don't understand why you would pay out XXXX accounts without taking what you say you were owed. This has nothing to do with us. I have been in the office to meet with him approximately XXXX times and each time told she owed nothing. The Title company has been calling for about XXXX XXXX weeks and no response. I feel there is fraud and a continuation of fraud, spite and unethical business dealings

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