Consumer complaint received 2025-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: REGIONS FINANCIAL CORPORATION
State: FL

Complaint narrative:
Regions Bank Complaint Number : XXXX To Whom It May Concern, I am writing to formally file a complaint regarding my recent experiences with Regions Bank, specifically concerning the handling of my commercial accounts ( XXXX and XXXX ) and the subsequent financial damage I have incurred as a result. My complaint reference number is XXXX. 

On XX/XX/XXXX we submitted the necessary document to verify the account address on file as bank requested it. We sent the document to the local branch manager via email to, XXXX XXXX at Regions Bank XXXX XXXX XXXX XXXX XXXX, XXXX, Fl. 32XXXX. This branch is the bank 's main location in XXXX, where we opened the accounts. We had XXXX commercial accounts XXXX and XXXX and they needed a utility bill with the current address on file to match. We submitted to XXXX on XX/XX/XXXX at XXXX XXXX  an email with proof of document per her phone call, same day, requesting the document. Before that, she said we had XXXX  days to send it to her, no problem, we did. As discussed during our phone conversation that same day, I was assured that I had XXXX  days to submit the required documentation, which the XXXX was still XXXX working days before the XXXX deadline. 

On XX/XX/XXXX tried to use my business debit card, and it was getting declined around XXXX XXXX. The bank lobby had already closed, and the XXXXcustomer service said we had to go into the branch the next day, as that was where the accounts were opened and they could not see why the account was frozen. Went into the branch the next day and met with XXXX. Told her what happened, and she found out accounts went into closed status because the document needed was not received. She did not follow up on XX/XX/XXXX before leaving the branch with me to verify I sent it in. 

Come to find out, my email went to her spam folder, and the document was an image, not sent as an attachment, which she was not told that her emails with any documents need to be sent with attachments. Nor was I told that. She did not check her spam folder before leaving the branch for the day. 

She reached out to Regions ' back office to let them know she, in fact, had a document on Friday the XXXX, but her spam email had my email, not her inbox. So, she sent the proof document to the person in the back office that she was emailing back and forth with while I was in her office, under serious stress at this point, we were not able to actually talk to someone. The back office was somehow able to see the image and verify the address. Back office removed the block, but told her account may still be closed, but not sure. Which made no sense at the time, as the back office had removed the block and should have taken whatever steps were needed to correct the issue. That was not done, obviously. 

Told XXXX ok, I will go to ATM and try to remove cash. That worked, so thinking all is good now. Did not use the card again until XX/XX/XXXX. Tried using the card on account XXXX and declined on the XXXX, which was Saturday. Now, being the XXXX and a Saturday, the branch was closed. So, went up to another branch that was open on a Saturday, XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX saw the branch person, XXXX XXXX. He tried to assist me again, having to reach out to the back office via email. No live person to talk to on his end. Back office then proceeded to tell him yes, accounts were frozen no debits/credits will be allowed. He was unable to see any previous notes from the XXXX, as the system does not allow branches to review previous conversations. 

He had no way to reach XXXX as she does not work weekends, and emails can not be received by employees when not in the branch. He had no way to contact her via cell or otherwise. Told me this issue would have to wait till next business day, which was XXXX hours the next Monday. He was very rude and condescending in his tone. He also said I could not get cash out. Basically, said I was XXXX. 
At this point, I had lost sleep over the account being forced closed and could not use my account to conduct business or use cards all weekend, and now, as Regions has closed the accounts. This has put me in a serious financial bind overall. 

Sent XXXX emails with no response all weekend. Monday the XXXX went to see XXXX and asked why the account was closed again. She began to once again to send emails to the back office and Im saying we need to escalate to a higher level as accounts need to be reopened. I had checks that were going to post or attempt to post, and needed to use cards as well here. Looking at me with deer in head lights, not sure what to do, she finally reached out to XXXX XXXX and XXXX XXXX to explain the situation, as this was the bank 's fault, and her email that caused this all to happen and the back office failed to correct the issue long term. They could not assist even though they are considered upper management and regional directors. 

Again, not a live person to speak to all she could do was send emails to the back office and wait for a response. Back office told her accounts will be closed at this point, and a check would be mailed to me from the balances. This of course, was total BS. She could not even get back office to send her funds to the branch so the branch could issue a check. Regions uses a third party to send checks when an account is closed. Total BS. 

Now, checks are being returned to other bank, and Im getting charged return check fees. Not to mention, the other bank has put a five-day hold on any deposits moving forward due to these Regions checks being returned. Regions should be held liable as Im sure others have had this exact situation, but failed to act or create any litigation against Regions.

Im looking for financial relief ; the bank 's failure to provide a professional service caused me financial harm. The bank had a duty of care to me, breached that duty by acting negligently or failing to follow procedures, and that this breach directly resulted in your financial losses. In addition, Regions violated various Violations of the Uniform Commercial Code. 

I believe this matter warrants class-action consideration. I would be seeking XXXX as this number is based on XXXX revenue earned in XXXX at XXXX a day/XXXX  working days x XXXX  days of harm not being able to conduct my business, earn income, and emotional duress. 

This mishandling has caused me substantial financial harm, including lost income, charges for returned checks, and operational disruptions. The negligence displayed by Regions Bank, including inadequate communication, failure to follow proper procedures, and systemic oversight, has directly resulted in my damages. 
I contend that Regions Bank has breached its duty of care and violated applicable provisions of the Uniform Commercial Code. Given the systemic nature of these failures, I believe this matter warrants class-action consideration. I am seeking {$33.00} million in damages, reflecting the revenue lost over the period I was unable to conduct my business, calculated based on my estimated daily income and the duration of the account freeze. 

Furthermore, I request a formal apology and improvements in back-office and branch communication protocols to prevent similar incidents in the future. 
Please acknowledge receipt of this complaint and advise on the steps being taken to address my grievances. 

I have attached the proof email that clearly shows when the document was sent to XXXX.

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 monetary relief