Consumer complaint received 2023-11-15
Company: Synovus Bank
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2023 Synovus Bank Subject : Report of Unauthorized ATM Withdrawals and Request for Investigation Account numberXXXX Dear Synovus Bank , I hope this letter finds you well. I am writing to inform you about a series of unauthorized ATM withdrawal transactions that have occurred on my checking account, as well as to request an immediate investigation into the matter. I kindly request your assistance in resolving this issue promptly. 

During my recent vacation outside the country, I received a text message alert regarding a possible fraudulent transaction. Upon receiving the message, I promptly responded by confirming that I had not used my card for any such transaction. As a precautionary measure, the bank locked my card to protect against any further unauthorized use. 

Now that I have returned to the United States and accessed my account, I have discovered multiple unauthorized ATM withdrawals that transpired on a daily basis. Surprisingly, the bank 's fraud detection system failed to identify any unusual activity, raise any red flags, or lock the card during this period. It is important to note that the only instance in which I used the card was to purchase gasoline at XXXX. 

In light of these circumstances, I urgently request that you take the following actions : XXXX. Report the card as lost or stolen : It is apparent that my card is missing, as unauthorized withdrawals have taken place without my knowledge or consent. Therefore, I kindly request that you immediately report the card as lost or stolen to prevent any further unauthorized transactions. 

2. Initiate a dispute : Given that all the ATM withdrawals conducted using my checking account were unauthorized and fraudulent, I hereby request that you open a dispute for each transaction. I expect that the necessary measures will be taken to ensure that the funds wrongfully withdrawn from my account are returned promptly.

3. Conduct a thorough investigation : I further request that your institution conducts a comprehensive investigation into the matter. As part of this investigation, I kindly ask that you retrieve and review the ATM camera footage from the locations where my card was used to withdraw funds without authorization. I believe that this evidence will help identify the individuals responsible for the fraudulent transactions. 

I trust that you will handle this matter with utmost urgency and professionalism. It is of utmost importance to rectify this situation promptly and to ensure that appropriate safeguards are put in place to prevent similar incidents from occurring in the future. 

Should you require any additional information or have any questions, please do not hesitate to contact me via email at [ Email Address ] or by phone at [ Phone Number ]. I am available at your convenience to provide any necessary documentation or further assist in your investigation. 

I appreciate your immediate attention to this matter and look forward to a swift resolution.

Company response to consumer: Closed with explanation