Consumer complaint received 2022-09-20
Company: Synovus Bank
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a bank account with this bank as well as a personal loan for XXXX. My first payment was end of XXXX in which I made this payment. When I attempted to make my second payment at the end of XXXX I was blocked by the banks portal ( error code on picture attached ) The only way to make a payment on the loan is to pay from the bank account and transfer to the loan. I was shown how to do this by the banks customer service team. 

After receiving an error multiple times I reached out to the bank. They informed me the system may just be down and try again tomorrow. The problem continued and I began calling the customer service center trying to figure out a solution. It wasnt until around XX/XX/XXXX that I reached supervisors who informed me my checking account has been under review and suspended since XX/XX/XXXX. I can not transfer money to the loan from the account. When I asked for a solution I was told there is no way except to talk to the specific branch. The branch I received this loan from closed and moved down the street. They also let go of the loan officer ( which they told me to contact ) so they say I dont have one now I have to deal with that specific branch. 

They then reported to all credit bureaus that I have two late payments and have refused to pay even though Ive tried to pay the entire time. I have to now buy a plane ticket down to Florida just to go to this specific branch to authenticate so they will release my funds and ALLOW me to pay on the loan. 

This biggest problem is the fact they have reported 2 late payments and a third is a big deal. I am a struggling small business owner and this bank has lowered my credit score 70-90 points with this crazy process. 

They are also in violation of pursuant 15 USC 1681-2 because they never informed me my account was blocked, they know Im attempting to pay and they arent giving me information as to why I cant transfer money from the account to the loan. The history of the loan also doesnt financially make since. If you look at where the loan started and what I payed with the fees they added ( wrongfully ) the math doesnt add up. They have added other fees and not added them to the account. ( Shown in picture of loan history ) This situation is ridiculous, a customer should not have to fly to a different state to solve an error that is only in the banks hands and my credit shouldnt be destroyed because of their error and lack of organization. My next step will be legal if this isnt handled. 


The bank also broke 15 U.S. code 1666b- timing of payments. I was never informed my account was locked.I was never given any information that I wouldnt be able to pay my loan. It wasn't until calling 30+ times one person happened to mention the account was under investigation and i learned this XX/XX/XXXX. Whats even worst is the account doesnt say anything is wrong on the portal, just saids open. 

The specific branch is XXXX XXXX XXXX XXXX Florida XXXX. 

General manager at this branch I spoke with is XXXX.

Company response to consumer: Closed with explanation