ComplaintsforSynovus Bank

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Synouvous bank allowed a collection agency to withdraw funds from my account which was supposed to be withdrawal from my sons account and now they’re saying there’s nothing I can do about it I was told by my attorney ******* law says they must file our garnishment or a court ordered Synovus says otherwise

  

  Business response

  01/31/2024

  ******* *** 2024

  
  Better Business Bureau

  
  Re: Complaint of ******* ******; Case # ********

  
  We have reviewed the comments left by the customer and will reach out to the customer directly to discuss.

  
  Sincerely,

  
  ******* *****
  Manager, Complaint Resolution

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear BBB Staff, We ** ******* ********** ask you for your assistance and alerting synovus to the behavior of their branch manager at their **** ** *** *** *** ******* ** ***** location. The branch managers repeated lying, and failure to keep her promises to their customers is absurd. This began a month ago now. First, she opened the account for us and sent the card to the wrong address. For the next two weeks we would repeat it we call the ***** number and the local branch to have the problem fixed. She personally assured us that she would be resending the card expediated free of charge to us. Synovus should be able to pull up the recorded calls confirmijg this. Today I drove to that same branch, and spoke to an associate named Rachel C****** Miss C***** was kind enough to apologize for all that has happened, and told us she would be expediating a new card for us free of charge and would waive this month's account fee since we have not been able to use the account at all due to the branch manager's consistent mistakes. However, as we were literally driving into our driveway the branch manager calls us up arrogantly saying that we will have to pay for the expediated card. She even admitted without noticing that she had never sent a second card to the right address. Yet demanded we pay for the expediated shipping if we want the card now. Those are two clear lies she was caught in. For no other reason than her attitude problem. Her behavior is awful at synovus should be trusting their branches to people like Ms. C*****, not disrespectful liers such as their current branch manager.

  

  Business response

  08/30/2023

  ****** *** **** ****** ******** ****** *** ********* ** ******** ****** **** * ********

  
  Our goal is to provide our customers with the best possible banking experience. Our customer’s feedback is important to us, and we’d like to share our findings after reviewing the matter you brought to our attention.

  
  Mr. ***** complained that he was lied to by a branch manager and the failure of her to keep promises made to him regarding the delivery of his business debit card and fees associated with the account and expediting a business debit card.

  
  Mr. ***** opened a business checking account for ******* **********, LLC with Synovus on **** **, 2023 and the address used to open the account matched the address listed in the information he provided at the time. This address was used when the business debit card was mailed. On **** *** 2023, Mr. ***** went back to the branch and was assisted by a teller who updated the address for Mr. *****. Mr. ***** requested a new business debit card be mailed to the new address. The teller relayed the request to a Relationship Banker to order a new business debit card. In the process of ordering the new business debit card, the Relationship Banker did not complete the submission process and the card was not ordered and we regret that this happened. Mr. ***** called the Synovus Customer Care Center on **** *** 2023 requesting that the card be expedited but was told several times that the card could not be sent expedited because that is not allowed for a new account. The agent contacted the banker who reiterated that the card would not be sent as expedited.

  
  On ****** **, 2023 Mr. ***** again visited the branch to order a business debit card. The banker who met with Mr. ***** checked with her manager about expediting the card and the manager determined that customer would need to cover the cost. The manager contacted Mr. ***** to explain that the card could be expedited if he would approve paying the fee to do so and he declined. Mr. ***** expressed being upset about the situation and said he was going to close the account. Because Mr. ***** expressed his intentions to close the account, we halted the order for the business debit card. Mr. ***** closed the business account on ****** **, 2023. In follow up to this matter we have taken appropriate action with the Synovus team members involved to address communication issues regarding this account revealed as we prepared this response.
  If Mr. ***** has further questions, he can give us a call at ************* ********** or stop by a branch. We’re here to help.

  
  Sincerely,

  
  Porsche R****
  Manager, Customer Care 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a personal Credit Card with Synovus. I always make my payment on time. At the end of ********* 2023, even though Hurricane IAN damaged SW Florida, my business was greatly affected. in ******** 2022, I Still manage to make my payment on time, I processed the payment using my **** ** ******* account, a couple of weeks later I received a letter from SYNOVUS that my payment was returned because the bank was unable to locate my **** ** ******* account. When I review the account information for **** ** ******* is correct. For some reason, SYNOVUS process the payment incorrectly and SYNOVUS reported a 30 days late on my credit report. I need SYNOVUS to do the right thing and reverse the 30 days late payment in ******** 2022. I have tried multiple times to resolve the matter with SYNOVUS amicably, SYNOVUS refuse.

  

  Business response

  04/28/2023

  ***** *** ****

  
  Better Business Bureau

  
  Re: Complaint of ******** ***** **** * ********

  
  Our goal is to provide our customers with the best possible banking experience. Our customer’s feedback is important to us, and we’d like to share our findings after reviewing the matter you brought to our attention.

  
  Mr. **** stated he made his ******** 2022 Synovus credit card payment through Bill Pay from **** ** *******, but later received a letter from Synovus that the payment was returned due to not being able to locate his account number. Mr. **** stated his account information was correct and he has tried to resolve the matter with Synovus and he asked that the 30-day late remark be removed from his credit report.

  
  Mr. **** attempted to pay his Synovus credit card bill through My Synovus online banking using his **** ** ******* account. When he did this, he entered the incorrect routing number for **** ** ******* so his payment request was returned. When Mr. **** called Card Services on ******** 28, 2022 asking about his payment, he was informed of the reason for the return and he acknowledged he entered the wrong routing number for **** ** *******. Because Mr. **** did not pay in ******* 2022 either, when the payment was returned that made his account go to 31 to 60 days past due. Since this was not a bank error, his credit reporting will not be updated.

  
  If Mr. **** has further questions, he can give us a call at ************* ********** or stop by a branch. We’re here to help.

  
  Sincerely,

  
  ******* *****
  Manager, Complaint Resolution

  Customer response

  05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not entered an incorrect routine number. When I entered the routine number in the SYNOVUS online payment system, the SYNOVUS online payment system recognize the routine number as a **** ** ******* routine number. I challenge SYNOVUS Bank to prove that I entered a routine number that was not **** ** ******* routine number. Now, I have SYNOVUS Bank on record saying that I have entered a routine number that **** ** ******* routine. 
  Also the SYNOVUS Bank representative state I was 31 to 60 days late in ******* 2022 but yet SYNOVUS Bank reported the 30 days late for ******** 2022 in my credit report. That showed you the level on incompetence going in SYNOVUS Bank. I'm trying to resolve this situation amicably with SYSNOVUS Bank, if have to go to the courts, then I will seek damage. When we get to discovery a judge will see that I did entered the correct information to make the payment on time. 

   

  
  Sincerely,
  
  ******** ****

  

  Business response

  05/10/2023

  *** *** ****

  
  Better Business Bureau Rebuttal

  
  Re: Complaint of ******** ***** **** * ********

  
  Our goal is to provide our customers with the best possible banking experience. Our customer’s feedback is important to us, and we’d like to share our findings after reviewing the matter you brought to our attention.

  
  Mr. **** rebutted Synovus’ response to his complaint by stating he did not enter an incorrect routing number and that Synovus’ system recognized the routing number he entered as **** ** *******’s routing number.

  
  Contrary to Mr. ****’s contention, Synovus’ system does not auto-fill or confirm routing number information for customers; consequently, Synovus has nothing to add to its original response. Since this was not a bank error, his credit reporting will not be updated.

  
  Sincerely,

  
  ******* *****
  Manager, Complaint Resolution

  Customer response

  05/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I try to resolve the situation amicably. but SYNOVUS Bank is still refusing. Now I have take the next step.

  
  Sincerely,
  
  ******** ****

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Synovus by telephone and asked that a charge to my checking account be disputed. I bought a ***** ****** variety pack and received 6 small packs and was charged close to $50.00. The ******* were made in China, have no taste and gave me ******* *** ********. I filed two BBB complaints against the company and left them a message on their ****** voice mail. I called Synovus and requested to dispute the purchase and was told to wait two weeks. It took me an hour to talk to the dispute department. I asked to speak to a Synovus manager in dispute resolution and she asked why? I explained everything again. She put me on hold for 15 minutes and came back on the line and said a manager was not available but one would call me. No one did. See attached screenshots from my account.

  

  Business response

  03/08/2023

  ***** ** 2023

  
  Better Business Bureau

  
               Re: Complaint of Lewis ********; Case # 1*******

  
  Our goal is to provide our customers with the best possible banking experience. Our customer’s feedback is important to us, and we’d like to share our findings after reviewing the matter you brought to our attention.

  
  Mr. ******** stated he contacted Synovus and asked to dispute a charge but was told to wait two weeks to file the dispute. Mr. ******** stated he asked to speak to a supervisor and was told that none were available, and he would receive a call back, but he never received a return call. Mr. ******** would like to dispute the charge.

  
  Mr. ******** called Customer Care on ******** **, 2023 to dispute a ******** *********** transaction. Mr. ******** stated he did not get what he ordered, the quality was poor, and it made him sick. Synovus’ normal process is to take disputes when reported and not advise its customers to contact the merchant and wait for a decision from the merchant. Synovus also honors requests to speak with supervisors and return calls. Unfortunately, in this case, Mr. ******** was told by the Customer Care representative to attempt to contact the merchant and wait to see if the merchant would credit his account. The Customer Care representative also failed to file Mr. ********’s request to speak to a supervisor. We are taking appropriate action to address this matter with the responsible parties. A Customer Care representative did return Mr. ********’s call, and the dispute was filed on ******** **, 2023.

  
  If Mr. ******** has further questions, he can give us a call at ************* ********** or stop by a branch. We’re here to help.

  
  Sincerely,

  
  Porsche R****
  Manager, Complaint Resolution

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ****************** ******* ****** **************** Account type Credit card Responsibility Individual Date opened ********** Phone number ***** ********  Address ** *** ***** ***** ****** ** *****

  

  Business response

  02/28/2023

  ******** *** ****
  
  Better Business Bureau
  
                 RE: ******* ******** (Case No. ********)
  
  
  
  Dear Madam or Sir,
  
  This letter is in response to the complaint filed with the Better Business Bureau regarding the ***** ******* Mastercard account under the name ******* ********. Synovus Bank (“Synovus”) issues ***** ******* credit cards (the “Card(s)”), including the ***** ******* MasterCard. ******* provides customer service to ***** ******* cardholders. Please note that Synovus worked with ******* to prepare this response as part of Synovus’ standard oversight of the Cards.
  
  In the complaint, Mr. ******** requested documents validating the debt including a copy of the contract and/or a signed invoice.   
  
  Our investigation found that the application for the ***** ******* account was submitted via the website on ******* *** ****, under the name ******* ********. The application was approved, and a credit card shipped to the address listed in the application.
  
  The account has been used for purchases and payments were received. Monthly billing statement were provided from ******** **** ******* *** **** to the address listed on the application. The account balance was paid in full in *** *****  
  
  We have treated this complaint as a validation of debt request and have included the information used to open the account, the ***** statement showing a purchase and the last statement showing the payment and the zero balance, and a copy of the Cardholder Agreement for the account.
  
  We found no corrections to the credit bureau reports needed.    
  
  
  Please contact ***** ******* Customer Service at ###-###-#### during the hours, Monday through Saturday 6AM to 10 PM CT.
  
  Sincerely,
  
  
  ***** *******

  Customer response

  02/28/2023

  
  Complaint: ********
  
  I am rejecting this response 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  First digital credit card was stolen around ********** I had just paid the $95 program fee. I started noticing unauthorized transactions and the balance going up probably around ********* or ********** I called them and was told by the representative that I would receive dispute forms which I never received. I shouldn't be responsible for these unauthorized transactions by this bank on the credit card account.

  

  Business response

  10/22/2022

  Business Response /* (1000, 5, 2022/10/20) */ *************************************************************************** Dear Madam or Sir, This letter is in response to the Better Business Bureau complaint filed regarding the************** ********** account under the name ******** ***e. Synovus Bank ("Synovus") issues************** credit cards (the "Card(s)"), including the************** ********** referenced in the complaint. ******* provides customer service to************** cardholders. Please note that Synovus worked with ******* to prepare this response as part of Synovus' standard oversight of the Cards. In the complaint, Ms. ***e stated that after the card was opened, she observed unauthorized purchases and never received the dispute forms mailed to her. We have confirmed that the account with unauthorized purchases was closed after speaking with Ms. ***e and the dispute forms were mailed out. On October **, 2022, the dispute documents were received from Ms. ***e and forwarded to our investigation team for review. The investigation can take up to 30 days for a resolution. Sincerely, First******** Consumer Response /* (2000, 7, 2022/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Synovus is charging me excessive overdraft fees. I understand there are penalties for overdrafting your account but they seem to be taking advantage customers by offering this so call privilege!

  

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/10/06) */ ************************************************************************************* Our goal is to provide our customers with the best possible banking experience. Our customer's feedback is important to us, and we'd like to share our findings after reviewing the matter you brought to our attention. Mr. ******* complained he disagrees with Synovus' overdraft program. The transactions on Mr. *******'s account were considered and Synovus followed all required regulations and its own published processes and fee schedule when handling Mr. *******'s account. In addition, Mr. ******* has already been refunded in 2022, as a courtesy, overdraft fees totaling $432. In June 2022, one of our team members reviewed our overdraft program with Mr. *******, including how payments are processed and how he might avoid overdrawing his account in the future. If Mr. ******* has further questions, he can give us a call at************************* or stop by a branch. We're here to help. Sincerely, Porsche R**** Manager, Customer Care

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bank closed my ***** without my knowledge during the middle of construction of a garage and caused delays on construction and my and my wife's reputation.

  

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/09) */ Our goal is to provide our customers with the best possible banking experience. Our customer's feedback is important to us, and we'd like to share our findings after reviewing the matter you brought to our attention. The customer complained that his ************************** with Synovus was closed in error causing issues with a home renovation. The customer paid the ***** balance down to zero and the account was closed rather than remaining open with a $0 balance. We apologize for any inconvenience the closing of the ***** may have caused the customer. Unfortunately, we are unable to reopen the previous *****, but on September *, 2022 a new ***** application was processed for Mr. ******** to work toward establishing a new line of credit. We will continue to work with the customer on this matter. If Mr. ******** has further questions, he can give us a call at ************************ or stop by a branch. We're here to help.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been trying to settle my father's estate since April ******* We can not get any answers regarding his accounts and transactions that have happened since he passed away. No one at this bank or numbers we have been giving will call us back. You go to the local branch and they say call the investigator. There is money missing from the accounts and seems like an employee took it. Now Synovus is trying to cover it up. Can you please help and maybe get someone to call or answer the phone when we call?

  

  Business response

  10/04/2022

  Business Response /* (1000, 8, 2022/09/13) */ ***************************************************************************************** Our goal is to provide our customers with the best possible banking experience. Our customer's feedback is important to us, and we'd like to share our findings after reviewing the matter you brought to our attention. The complainant stated he has attempted to contact Synovus regarding an account owned by his deceased father but has not received any information. Synovus is not able to provide specific account information to the BBB regarding this matter but will contact Mr. ***** to discuss the matter with him directly. If Mr. ***** has further questions, he can give us a call at ************************* or stop by a branch. We're here to help. Sincerely, Porsche R**** Manager, Complaint Resolution

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was reviewing my bank app for the balance on my account after a recent direct deposit to budget my spending since we are in the middle of a move and I noticed that I was charged with 9 overdraft fees of $36 each totaling to $324 the week prior to my payday. I watch my balance meticulously as I have to ensure that my overdraft privileges are only utilized for emergencies or for a purchase worth the $36 fee. I had gotten paid on the **** of July which cleared up a past overdraft and a fee to which I contacted Synovus because they had double charged my account for an overdraft that was only 1 transaction, they refunded it but then my account had $311 and some change left to which I used for 4 different transactions until it went to $0. I got a surprise charge from a subscription that was supposed to be cancelled but the company wouldn't issue a refund as it was for a food delivery service so I knew I'd get charged for ONE overdraft but I got charged with 4! Then another bill went through and a transfer so now I expect to have three total but I got charged 4 more overdraft fees in one day and then a fee for collecting the overdraft fees... I called customer care and they were condescending and continued to speak to me as if I didn't understand basic math. I explained that I watched my account and the balance on my app was positive when I made those purchases and they told me that there was a hidden hold on my account for funds to a bill, (that had not came out yet nor had it reflected in my account whatsoever as a pending transaction) that already had my account in the negative so while my account reflects a positive balance as did the ATM, they stated in their system I overdrafted with every purchase. It was very shady, I asked to speak to a manager and they transferred me to a "lead" who wasted my time and helped none. I then asked to speak to an actual supervisor or manager and they said they'd give me a call back but I received no correspondence since...

  

  Business response

  08/05/2022

  Consumer Response /* (450, 6, 2022/08/05) */ A supervisor named Keisha from customer care reached out via phone and not only addressed the issue but resolved it with care and grace. My experience with her was phenomena.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩