Complaints

This profile includes complaints for Synovus Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Synovus Bank

  1111 Bay Ave Columbus, GA 31901-5218

  
• 

  Coastal Bank of Georgia

  1625 Frederica Rd Saint Simons Island, GA 31522

• 

  Synovus

  10 Daniel St Gulf Breeze, FL 32561-4418

• 

  Synovus

  4811 Highway 90 Pace, FL 32571-1401

• 

  Synovus

  1139 Industrial Dr Crestview, FL 32539-8950

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/28/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.