Consumer complaint received 2020-04-25
Company: SYNCHRONY FINANCIAL
State: AE
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I have a savings account with Synchrony bank for the last 2.5 years. My account has been " under review '' or " restricted '' for more than 30 days. I have received no letter nor any kid of notification and only found this information out by reaching out the the bank myself. 
When I did reach out for the first time, XX/XX/2020, they had no information or details to give me. They kept telling me a " third party '' handles this and couldn't tell me who or what exactly, but that I should receive a letter in the mail soon. I have been back and forth with them for the last month trying to figure out a solution to be able to access my hard earned money. I still have yet to receive a letter or any sort of explanation or reasoning as to why I can't access my account with my life savings. 

I explained to them my situation. Along with everything else going on in the world ( COVID-19, etc ) I work overseas on a XXXX XXXX where I risk my life every single day to make my hard earned money that I can not even touch if I wanted to. It could be an emergency and I'd be out of luck. The multiple bank reps and managers I have spoken with have zero empathy and have not been able to at least give me information to ease my mind. 

I have spoke to them several times ( XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020) and still get absolutely nowhere. The very last phone call they told me that my account will be closed and a check will be sent. I spoke to two different people who told me the check will be sent to two completely different addresses, which is not possible and someone is incorrect. Not only did they inform me they are closing my account ( on what grounds? I still am not certain ) but they could not give me a concrete date or time frame in which the account closure will take place, nor when the check would be mailed out. I again expressed to them that I am overseas and there nothing I can do with a check here, as there aren't any ATMs or banks in XXXX. They expressed to me that that is the only way and couldn't make any exceptions. I have no clue when to expect the check, no clue when the account will be closed and no clue what I will do with the check if it ever reaches to where I am. 

This is the most unprofessional, unethical financial institution I have ever had to deal with and i am disgusted and extremely unsatisfied with the way my account and I as a person are being handled. I wouldn't recommend this bank to my worst enemy. We, as in the world, are in crisis right now and if I need to help my family survive I couldn't do so. I am a veteran and i am disappointed at how my finances have been handled especially since I've been such a great customer. My life savings are being held hostage. I have repeatedly put my whole entire life on the line, while we are still very actively at war and this is the thanks i get? I can't even access the money I have been compensated for it?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation