Consumer complaint received 2025-03-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: REGIONS FINANCIAL CORPORATION
State: VA

Complaint narrative:
I have automatic payments set up with Regions Bank for my home mortgage. I also have signed up for paperless communications from Regions Bank, and my prior communications from them have been through email notifications. On XX/XX/year> Regions Bank tried to pull money out of my account for my monthlymortgage payment of {$2700.00}, but the payment did not process because of " non-sufficient funds ''. However, my bank account ( set up with XXXX XXXX XXXX XXXX ) provides overdraft services in which it pulls money from my other accounts into my checking ( so I do not need to keep the bulk of my money in my checking account ). At the time of theattemptedwithdrawal, I had over $ XXXX available in my account for the purposes of overdraft services. 

When this payment failed to process I was not sufficiently notified by Regions Bank. Instead of sending me an email notification, which is the method of communication I had with them in prior instances, and which they had given me as an option, and which I had opted into, they claim to have sent me a notice in the mail. I've started since recording notices in the mail from them, and they consistently arrive at least XXXX  days after the date they are postmarked. Regions also claims to have called me numerous times ( which they claim is sufficient notification ), but they never left any sort of voice message or provided any sort of identifier which would have flagged for me that Regions was calling. Instead I kept getting phone calls from a random phone number, which would consistently hang up without leaving me a voice message. I get a lot of spam calls, as I'm sure a lot of American consumers do, and getting phone calls from a random phone number without ever leaving a voice message is not sufficient notification. 

Additionally, Regions Bank further failed to charge my account for the following month, consistent with my automatic withdrawal program. Having them process the charge the second month would have kept me from having my credit score negatively impacted ( it dropped XXXX points, from XXXX to XXXX ). 

I've spoken with them numerous times since this occured, submitted documentation showing I had sufficient funds, and showing XXXX 's disclosure that its overdraft services are not guaranteed. I've been told by Regions that because they themselves did not make a technical error, they will not retract their report to the credit agencies. I have also asked ( now numerous times ) to receive an email notification and to get a voice mailidentifying the caller ( even if they are unable to leave a detailed message ), but have been told that Regions " can not '' provide such services. I find this surprising because I receive numerous email notifications from Regions Bank. I've also requested that I petition to get my mortgage sold to a different servicer, since I have had such a horrible experience with Regions ( and have a mortgage through a different bank servicer, and have never had an issue ). In return I've been repeatedly given poor financial advice : Regions had repeatedly suggested that I should refinance my mortgagewith a different servicingcompany, knowing full well that I'd likely get a worse rate ( my current rate is XXXX % ) and knowing that that mortgage company could then sell off my mortgage as soon as I refinanced, much like my original mortgage company sold my mortgage to Regions Bank.

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