Consumer complaint received 2023-04-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: REGIONS FINANCIAL CORPORATION
State: TN

Complaint narrative:
Immediately upon closing on my home in XX/XX/2022 I walked over next door to the Local Regions Bank in XXXX, TN and opened up a checking account for my mortgage payment to be setup on autopay. The president of the local XXXX branch is who had me to his office and set everything up ( the checking account and the electronic payment for the mortgage to come out monthly. 

Everything was smooth until the month of XXXX. What was not noted in writing in my complaint to Regions ( im fairly certain it was over the phone ), the transaction history actually showed the mortgage amount money coming out of my accountit was listed as a deduction just like the other payments. I responsible enough that yes, I checked the account just to be sure because that is who I am, always double checking things. What is mind boggling to me is that at some point the money showed it being added back to the account so the amount that was originally deducted was credited back. The important piece of this that I want to call out is that I did not catch this amount being credited backI had checked shortly after payment was due, the transaction showed it was deductedso it was not until around XX/XX/XXXX that my husband noticed the balance on our account was higher than it should have been. That is when I looked back at transactions and seen that it was credited back. This was several days later and I did not take screen shots because I never imagined I would be in this situation that I am now where a delinquency of no payment in over 30 days is being reported by Regions Mortgage even after I have spent countless hours explaining what transpired. I have attached a screen shot of the place that shows the electronic payments and you can see there for the XXXX payment there is nothing there that would indicate there was any problem. It looks just like all of the other successful payments. The XXXX payment does too but it did not come out electronically either. On or around XX/XX/XXXX is when my husband caught the balance being off and I immediately called to see what was going on and got online made payments for both XXXX and XXXX as one lump some payment. I explained what occurred to the Regions Mortgage representative when I called and went to my local Regions branch where everything was setup. They were not able to provide an explanation and recommended that I cancel the electronic setup and procced with a different kind of setup, I do not recall the proper term used but I signed a paper for the gentlemen to cancel and he asked that I come back once all the payment stuff cleared up as the account/transactions were in a state at that moment that would not allow him to do anything further. The Regions bank worker even seen on the transactions history that the money had been deducted and then credited back at a later date. 

Other call outs that I would like to make note of. 

XXXX that handled my escalated complaint said that their records show they made multiple attempts to contact me. 

The day that XXXX called me to notify me that she had my complaint the phone was sitting right in front of me and it rang one time. One ring. No voicemail was left. That was it. Since I was expecting a call from Regions, I called the number back and it was XXXX answered. I explained why I was calling and she said it was her trying to contact me. I asked her why she only let it ring one time and she proceeded to explain that she does not dial the number on her end that Regions has an auto dialer and it must have only been setup for one ring. I explained my concerns around the one ring and can not help but to wonder if this is what Regions considers as attempting to contact me back in XXXX about not receiving my payment because they claim that they attempted to contact me multiple times. The money for the mortgage was sitting in the bank account. I set the account up with Regions Bank specifically in an attempt to make this a smooth process. This has been such an awful experience. When XXXX contacted me to notify me that my written complaint was denied and I asked why, she said that it was because there was no record that a payment was attempted in XXXX. I honestly dont have any other explanation than what all I have already explained to multiple people at Regions Mortgage and the one gentleman at the local office. Its been exhausting to continue to explain this and break it down. As someone who values integrity I am trusting that this complaint will eventually get in front of someone that stands for what is right and pulls back this delinquency that is being reported on my credit. 

XXXXXXXX XXXX explanation when she replied to my complaint with Regions Mortgage was that there is no record of a payment everything attempting to be made. This system is failing. It was setup on auto-payment. I could see where it said it came out, it was a negative. I understand that there is no record of that now but that was certainly not the case as all this transpired. I was not being irresponsible. What is being reported and reflected on my credit score is not a fair reflection of how serious I take paying my bills timely. 

See attached documents

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