Consumer complaint received 2022-05-14
Company: Synovus Bank
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Synovus Credit Card Fraudulent Report XXXX XXXX Credit Card for XXXX XX/XX/22 I Received my small business credit card statement and noticed fraudulent charges. I immediately called Synovus and reported my card compromised. Card was still in my possession, but the information had been stolen. Spoke with XXXX. 

XX/XX/22 Received a call from XXXX from XXXX XXXX ID. She left a voice mail that was barely audible. Left no call back number. 

XX/XX/22 I Called Synovus XXXX XXXX Credit Card department. Was on hold for XXXX and transferred XXXX times before speaking with someone about the voice mail left by XXXX. Was informed by this individual that the charges ( approx. {$1300.00} ) to XXXX, reported as fraud, were being recharged to my credit card. XXXX had contested the fraud charges therefore Synovus was placing them back on my credit card. I spoke with this individual for over ten minutes, and she could give me no reason as to why they were being recharged other than XXXX had documentation that you, XXXX XXXX, did order these items. When asked what documentation XXXX had, I was told that she could not tell me. She was unable to tell me where the items were shipped, and by what email they were ordered. At one point she asked me why I did not return the product. I explained to her that it is very hard to return product that you did not order nor was delivered to you. After ten minutes, she told me that she would request that someone from the Fraud Department call me. I asked her when they would call, and she told me she had no idea. 

XX/XX/22 I Called XXXX, Branch XXXX of the XXXX, GA Synovus, and explained the situation to her. She said she would forward my complaint to the Fraud Department, and they would be in touch. 

XX/XX/22 XXXX texted me to see if I had heard from the Fraud Department. I responded with no. 

XX/XX/22 XXXX with Synovus Fraud Department left a voice mail stating the call was in reference to my claim of fraud on this credit card. 

XX/XX/22 I called Synovus Fraud Department and again spoke with XXXX. He informed me that the fraudulent charges had not been charged back to my credit card. 

XX/XX/22 XXXX with Synovus Fraud Department called to tell me that XXXX was incorrect when he told me the charges had not been recharged to my credit card account. Synovus had indeed recharged these fraudulent charges back to my XXXX credit card. Once again, I explained to her my argument : When I received my statement and saw charges not placed my me, I immediately called Synovus and reported the card compromised. The card was still in my possession therefore I was not aware of the fraud until I received my statement. 
XXXX charges were made to XXXX within a two-week period totaling {$1300.00}. XXXX charges to XXXX were for exactly {$100.00} and XXXX other charges to XXXX were for exactly {$100.00}. Most individuals would recognize this kind of activity as fraud. 
There were XXXX other fraudulent charges ( not to XXXX ) totaling {$950.00} that were not being contested by those retailers. XXXX was the only retailer contesting the fraud. 
If Synovus would look at my charging history for this small business credit card, they would see that I have never charged similar transactions such as these. 
I asked, once again, where these items were shipped. XXXX told me she was not able to give me that information. I explained that I had only XXXX addresses, XXXX personal and XXXX corporate. At my personal address I have XXXX video and there is no record of these deliveries in question. At my corporate address, the deliveries would have been received by me or one of my employees during business hours. There is no record of receiving these deliveries at that address either. XXXX repeatedly stated that XXXX had documentation to prove I ordered these items, but she could not tell me what that documentation was. At this point, after I realized I was not making any progress with Synovus, I informed her that I would be filing a formal complaint with the Consumer Federal Protection Bureau. 

XX/XX/22 I submitted a formal complaint with the Consumer Federal Protection Bureau.

Company response to consumer: Closed with explanation