Regions/Amsouth Bank Complaint - Meet the Flintstones
LONGWOOD, FLORIDA -- Hi all - glad to have the opportunity to vent. I started calling Regions "The Flintstones Bank" a while ago, when I started realizing how antiquated operations are, and how unsophisticated and unprofessional many of the staff are. The "little" things that grated on my nerves were issues such as telling me, after not returning many calls when they said they would, that *I* would have to call Birmingham (headquarters I believe) to get information to resolve my problems. "Oh, you'll have to call wire transfer and find out," or "You'll have to call REgionsNet to find out" -- how about my bank officer gathering the information FOR ME? Why do i have to call around? Plus, if they do it, they'll learn about the various procedures and policies the bank has in place.
But that's not my problem now. Here's what happened:
We were overdue on an equity payment. As I dialed Regions to make the payment, I looked at RegionsNet, the online service, and saw that the account I would normally pull from was overdrawn by 14 dollars. When I got the representative on the phone I told her I would transfer money into that account immediately. I transferred $500 while I was on the phone. She said she "saw" it come in and would pay my equity payment with that money. I took her name, confirmed, and hung up.
A few minutes later I decided to transfer money into that account in order to have some more "cushion". I wanted to transfer another $500, but I purposely transferred $490 because I knew from previous experience that Regions will DELETE what they think are erroneous duplicates.
Later that afternoon I went back on REgionsNet to check the activity. Nothing had changed! I called RegionsNet and spoke to someone -- again taking a name -- who said that everything I had done that morning had posted fine and just hadn't shown up. OK.
The weekend came and went and then the following week we received a letter from Regions. They took the equity payment from an entirely different account (my daughter's custodial account!) and also took a $200 penalty with it!!! I went back on REgionsNet and to my dismay I saw that they had also charged my account $93 in overdraft fees!!!!
The next day was Thanksgiving, so on Friday we spoke to the only person in the bank, the bank manager. She said she was alone and could not get to this until Monday, and would call me back then. She did not.
Late Tuesday I had to call her, and she said, "sorry I was out yesterday." No, "I'm sorry" or "I should have had someone call you." OK, fineeee. Then she says, "Well there is nothing I can do. Since this went through RegionsNet you will have to call them."
So I wasted ALL THIS TIME with a bank manager who could not help me. I waited for her call and then was told she could do nothing. AND she wanted ME to make the call to resolve. Lovely.
I called customer service, spent a long time on the line (38 minutes), and then they spoke to this bank manager while I held. Then they came back on and told me I should call HER BACK so she could help me resolve the situation!!!
I called the bank manager back. She said to me: "Mrs. Jones, I will remove the 93 dollar charge, but this is the last time I will do anything like this for you." (!!)
I said, "OK and what about the extra $200 penalty the bank took?" I asked.
She said, "What $200?"
I asked, "Did the customer service person brief you on this whole situation?" (Even though I had briefed this bank manager myself the week before)
She says "yes."
"I said, well it's right there. An extra $200 was taken from my daughter's account!"
She said "I don't know what you are talking about!"
So I said, "Do you have the account information in front of you?"
she said, "No"
I said, "Can you pull up the information?"
Well, she freaked out at me, and I said, "You are the bank manager! Why can't you help me with this whole thing? And why can't you get all the information in front of you so we can talk about this whole thing intelligently?!
She then told me she was through taking my "abuse". I asked her to please not interrupt me and I would not raise my voice. she hung up on me!!!!
I called back -- this was yesterday morning, Monday -- and she said she would have her supervisor call me back yesterday.
I called today and she was at lunch. I left a message saying that I still had not heard from her supervisor. It is now 9 pm and I still have not heard a peep from anyone.