ComplaintsforSynovus Bank

• 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.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Transactions Date: July 26, 2022; Two Over Draft Fees: $36; Nature of Dispute: Unnecessary Over Draft Charges totalling $72 On Tuesday, July 26, 2022, at 2:19 p.m., I called Synovus and inquired about why were the two pending charges of ($9.86 - *** ****** and ($12.10 *** ****** still pending on my checking account since July 16, 2022. In addition, I explained to the female agent that I paid a visit to *** in Hiram and spoke with the Manager of the restaurant about those pending charges. The manager said my bank was holding those pending charges because their accounting clerk canceled the transaction wherein they did not exist in their ledger. Therefore, it was up to Synovus to release those two pending charges and make the funds available in my checking account. Unfortunately, Synovus retained the pending transactions for 10 days but they would drop off by the bank on July 27, 2022, according to the female agent that I spoke with on July 26, 2022, at 2:19 p.m. During that time of my call, I was not charged the two overdraft fees of $36 totaling $72 hence resulting in a negative balance of about -$101. On July 26, 2022, I called Synovus back at 6:06 p.m. to speak with another female agent and inquire about the two overdraft fees. She said that they were a result of two transactions ($20 - ******* ***** Car Wash) and ($102 - *** ***** Mexican Rest). On the same day of those transactions, I made multiple Zelle deposits including one Mobile deposit of $100 to satisfy those posted/pending transactions notwithstanding the fact that the two pending transactions ($9.86 & $12.10) were held since July 16, 2022, but is being eventually dropped on July 27, 2022. It appeared that my monetary deposits were considered and are being considered 24 hours later and not the same day. Above all, I expressed my concerns and dissatisfaction to the 2nd female agent that I spoke with at 6:06 p.m. After doing so, she asked me to HOLD but never said why - I held on for 21 minutes.

  

  Business response

  08/23/2022

  Business Response /* (1000, 6, 2022/08/19) */ August 19, 2022 Better Business Bureau Re: Complaint of ******* *******; Case # XXXXXXXX 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. Ms. ******* wrote that on Tuesday, July 26, 2022, at 2:19 p.m. she called Synovus and inquired about two pending charges of ($9.86 and $12.10) on her checking account and the related overdraft fees because had this amount been credited to her account the balance would not have resulted in additional overdraft items and overdraft fees. On July 16, 2022 Synovus received two debit card authorizations from *** ***** in the amounts of $9.86 and $12.10 on Ms. *******'s account. The authorizations were held awaiting the corresponding purchases to come in, but when no corresponding purchases were received the authorizations were removed on July 27, 2022, and both overdraft fees totaling $72 charged on July 26, 2022 were refunded on August 2, 2022. If Ms. ******* has further questions, she can give us a call at 1-888-SYNOVUS (XXX-XXXX) or stop by a branch. We're here to help. Sincerely, ******* ***** Consumer Response /* (2000, 8, 2022/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I cannot access my account because I am stationed at a US Air Force base in Germany and have no American phone number. The bank does not include an email option in its 2-step verification process, and the 1-888 number it has me call does not connect with an actual human, and has no automated options for my needs.

  

  Business response

  08/23/2022

  Business Response /* (1000, 6, 2022/08/18) */ August 18, 2022 Better Business Bureau Re: ****** ********; Case # XXXXXXXX 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. ******** submitted a complaint and explained that he cannot access his account because he is stationed at a US Air Force base in Germany and does not have a phone number registered in the United States.. Mr. ******** stated that Synovus does not include an email option in its 2-step verification process, and the 1-888 number the bank has no automated options to assist him. Mr. ******** requested that Synovus add email capability to its 2-step verification or transfer his account to another bank of his choosing. We contacted Mr. ******** by email and verified Mr. ********'s identity. Once this was completed, his international number was added to his bank profile so he could obtain a verification code to sign into our online banking platform, MySynovus. Mr. ******** sent confirmation by email that he was able to sign into his online banking account and he would try again the next day to ensure everything works properly. Our team member will contact Mr. ******** by email going forward if he has any future concerns regarding his account. If the customer has further questions, he can give us a call at 1-888-SYNOVUS (796-6887). We're here to help. Sincerely, ******* ***** Manager, Complaint Resolution Consumer Response /* (2000, 8, 2022/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ms. ******** was very helpful and resolved my problem satisfactorily. Thank you very much.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly attempted to contact Synovus about fraud on my bank account. They issued a partial refund to me, but have not responded with a follow up. I reported fraud two weeks ago and have not heard from them. I noticed numerous fraudulent charges of $.10, $.25, etc. before their IT systems ever caught them, and I reported them. I have no idea of the status of my money being refunded.

  

  Business response

  08/23/2022

  Business Response /* (1000, 8, 2022/07/29) */ July 29, 2022 Better Business Bureau Re: Complaint of ******** *********; Case # XXXXXXXX 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. Ms. ********* stated she has attempted to contact Synovus about fraud on her account. Ms. ********* stated she was issued a partial refund for the fraudulent transactions, and she has not received a follow-up. Ms. ********* asked for and update on the status of her refund. On April 18, 2022, four preauthorized withdrawals for a company, ****** ****** were deducted from Ms. *********'s Free Checking account in the amounts of $100, $500, $850, and .10. On the following day, April 19, 2022, there were two more preauthorized withdrawals for ****** ***** in the amounts of $100 and $250. The $850 preauthorized withdrawal was returned on April 19, 2022, and Ms. ********* was charged a $36 NSF return item fee. Ms. ********* called our Customer Care on June 14, 2022, and the representative refunded the $36 fee that she received for the return on April 19, 2022. In addition to the refund of the NSF fee, the Customer Care agent made ACH reversal for the $100, $500 and $.10 transactions on the account on April 18, 2022. The funds were put back into Ms. *********'s account that day. The representative reviewed the transactions being returned with Ms. ********* during the call. The representative did not see the two transactions for $100 and $250 that came out of the account on April 19, 2022 and therefore they were not reversed. Ms. ********* closed her account on July 6, 2022. On July 13, 2022, our ACH support submitted a late return request to ****** ***** for the two transactions from April 19, 2022. On July 19, 2022, our ACH support department received a fax from the originator to advise the request for return had been denied. ****** ***** informed us that Ms. ********* already received the funds from her account with them. If Ms. ********* has further questions, she can give us a call at 1-888-SYNOVUS (796-6887) or stop by a branch. Sincerely, ******** ****** Director Complaint Resolution

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Something is wrong with the way this bank does business. I applied for the checking account on line and it stated I was approved, but did not give me any information after that. Then the next day when calling, none of the Reps or people that work there know what is going on You can tell they are working from home , kids and TV in the background. Most banks have people you can speak with about new accounts. But this one says they do not have access to that info until there is an actual account number. So there is no one to help me. I have made 4 attempts to call there 800 number for help and no one knows what is going on.

  

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/07/01) */ ************************************************************************************* 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 applied for a checking account through Synovus' online application. Mr. ***** wrote that he was approved but did not receive any additional information. Mr. ***** stated he contacted our Customer Care department but received no assistance. Mr. ***** contacted Customer Care on June **, 2022 and was told to visit a local branch to try to open the account since no account could be found for him in our system. There were three online applications found under Mr. *****'s name and all three of the applications were declined. Mr. ***** was sent an email for each application that the application was declined. If Mr. ***** would like to still open a checking account, we recommend that he visit a local branch to see if he qualifies. 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

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Disputed a transaction from the end of ******* 2022 within the 60 day time frame. I spoke to customer service (via the 800 number) who told me I need to surrender my card and a new one would be sent to me in 7-10 days. First off with that, completely unacceptable!! How am I supposed to go about doing things with my daily life without my main debit card for 7-10 days?? I went into my local branch, ********* SC, who advised me they DO NOT even give temporary cards while waiting for the real one. How stupid. What am I paying you people for, then? Next, the stupidity of the Disputes Resolution department not only had no clue how to go about dealing with this matter, they actually transferred me back to the same original local branch I made the dispute with!! Weeks later, I received a couple notifications stating they do NOT accept my dispute with NO REASON given. The local branch then reprocessed it as another form of dispute and the last I heard anything was on ************** on a letter stating they gave me a temporary credit. I recently found out, with NO CONTACT to me, that they reversed the credit and charged me for the $69.34 I originally disputed. NO ONE HAS REACHED OUT TO ME TO GET ANY MORE INFO regarding this fraudulent transaction! The level of stupidity and laziness is incorrigible. This transaction occurred AGAINST my acknowledgement, PLUS, I even wrote "DO NOT AGREE" on the transaction receipt showing I do acknowledge the charge! ***************************************** Yet no one has bothered to do anything to contact me or confirm this was a fraudulent charge! I'm livid beyond belief and want my money back, NOW. That is MY money I am trusting ***************************** and they're cheating me/scamming me.

  

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/29) */ ************************************************************************************ 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 that he disputed a debit card transaction for $69.34 that was processed in ******* 2022. Mr. ***** stated he received different responses from Synovus' Customer Care team and the local branch in reference to his dispute. Mr. ***** stated he was not informed that the temporary credit was reversed, and he has made several attempts to dispute this transaction. Mr. ***** has asked to be refunded the $69.34. Mr. ***** submitted a dispute for the $69.34 transaction on ************** and received a provisional credit on ************** that was reversed on **************. We reviewed the matter and found that Mr. *****'s dispute was denied because our team member mis-entered the dispute type as a duplicate transaction instead of due to quality of goods and services. Mr. ***** filed another dispute on ************** and received a provisional credit of $69.34 on that day. On *************, the final decision was made for this second dispute in Mr. *****'s favor. Mr. ***** will receive a letter confirming permanent credit in the mail. We apologize for any inconvenience this caused Mr. *****. If Mr. ***** has further questions, he can give us a call at ************************ or stop by a branch. We're here to help. Sincerely, ************* Manager, Customer Care

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened a checking account with Synovus ********************************* since my payroll checks are drawn on them and there was a fee to cash them without an account. On **** I used their mobile app to deposit a $725 payroll check, drawn on them by a local business, to my account. I wasnt notified there would be a hold placed on the funds. *** funds were still not available, even though check has cleared employer's acct. Went to local branch, teller just said oh, mobile deposits can take a few days. If that is the case then what good is the app? That deposit was my rent money which is now past due and i cant access it. *** call main customer service, lady says she has no idea why funds aren't available, even though acct is less than 30 days old the deposited check has cleared. Says she will email someone to see if they will remove the hold early, never heard back from her. Meanwhile I've never received any notifications about a hold being placed on that deposit. It has posted to acct but they wont release funds. If i would have known all this i would have just driven to the bank that's less than a mile away and deposited it at the window. I seriously may lose my house over this and nobody there cares.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/06/17) */ **************************************************************************************** Our goal is to provide our customers with the best possible banking experience. Our customer's feedback is important to us, and we would like to share our findings after reviewing the matter you brought to our attention. Mr. ****** stated he opened a checking account with Synovus on May**** 2022. On May *** 2022, Mr. ****** stated that he used the Mobile App to deposit a check in the amount of $725 which was drawn on Synovus and cleared the other customer's account; however, the funds are on hold in his account. Mr. ****** also stated he did not receive notification that a hold would be placed and that when he called Customer Service to inquire about the hold, he was told that it would be researched to see if it could be removed, but never received a follow-up call. Mr. ****** was sent the Notice of Delayed Availability on June *, 2022, that explained that the funds will be held until June **, 2022, which is the 11th business day after the date of deposit. The reason for this delay is due to the account being less than 30 days old. It was disclosed to Mr. ****** at the time his account was opened that extended holds might occur during the first 30 days the account is open. Mr. ****** called our Customer Care Center on June *, 2022 for more information about why the hold was placed on his deposit. Mr. ****** was informed that he would be provided a follow up with additional information; however, that call was not provided. We apologize for the inconvenience and have taken action to address this matter. 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

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On different numerous dates, synovus charged me overdraft fees adding up to over $200 since the pandemic started in 2020. Even though the President of United States had informed banks not to charge these fees during the pandemic, they continue to charge overdraft fees all the way through and continue to do so.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/03/31) */ 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. **. ******** alleged that Synovus continued to charge him overdraft fees since the pandemic started in 2020 despite the President's direction for banks to cease charging fees. **. ******** opted into Overdraft Privilege on ******* **, 2018, at account opening. On ***** **, 2020, he attempted to opt in again via My Synovus; however, he was already opted in. In ******** 2020, he incurred $72 in overdraft fees, which were refunded as a courtesy. In ******** 2021, he incurred $396 in overdraft fees, at which time he contacted Customer Care and discussed the fees with the agent. He expressed interest in opting out of Overdraft Privilege, and the agent provided **. ******** the steps to follow in order to opt out, which included several options via the automated system, mail, or in person at a branch. The agent refunded $108 as a courtesy, and he was transferred over to the automated phone system to opt out, but he didn't go through the process to opt out. On ***** **, 2022, we spoke to **. ******** again and refunded an additional $180 of overdraft fees as a courtesy. If the customer has further questions, he can give us a call at 1-888-SYNOVUS (796-6887) or stop by a branch. We're here to help. Sincerely, Rachelle T***** Director Complaint Resolution Consumer Response /* (450, 5, 2022/03/31) */ The case has been resolved.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Synovus Bank Not Accepting Federal Funds for Mortgage Assistance in GA I have been trying for at least a month to find out why Synovus seems like the only bank that is not accepting funds from the government through the mortgage assistance program in the State of Georgia. I have tried spoken with so many people and no one can help.

  

  Business response

  04/22/2022

  Business Response /* (1000, 5, 2022/03/25) */ ***** **, **** Better Business Bureau Re: Complaint of ***** *********; Case # ******** Our goal is to provide our customers with the best possible banking experience. Our customer's feedback is important to us, and we would like to share our findings after reviewing the matter you brought to our attention. **. ********* inquired that Synovus Bank will not accept federal funds for mortgage assistance in Georgia, and that despite her efforts, no one at the bank would tell her why. We apologize that **. ********* has not received a response. We are reviewing the program **. ********* inquired about and we will contact her once the review is completed. If **. ********* has further questions, she can contact Candice C**** at ***-***-****. We're here to help. Sincerely, Porsche R**** Complaint Resolution Manager Consumer Response /* (2000, 7, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩