Consumer complaint received 2020-12-28
Company: Synovus Bank
State: PA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Regarding Acct # XXXX XXXX XXXX XXXX Background : XX/XX/2020 I placed an order with XXXX on my First Progress ( Platinum ) for a total of {$140.00}. I cancelled the order with XXXX the same day - Order # XXXX. I received a confirmation of cancellation from XXXX. XXXX doesnt charge your credit card until the item ships. A hold is placed on the funds. I cancelled before product shipped. 

I called First Progress on the XX/XX/2020 because another purchase was denied. Thats when I learned my XXXX funds hold from XX/XX/2020 was still there. 

I was told by the Customer Service Rep ( CSR ) that the hold would release within 15 business days unless XXXX contacted them and requested a funds release. Somehow that call was disconnected. I called back and another CSR advised me that XXXX would need to submit two letters, one for each transaction as the {$140.00} was two purchased total. 

- I contacted XXXX and asked for the requirements from First Progress. XXXX said the only thing they provide is a standard cancellation letter emailed to me and not to First Progress. 

I called First Progress ( FP ) with response from XXXX. FP CSR said not acceptable. So I just decided to wait until the 15 business days for the hold to drop. During this call I also spoke to a Supervisor trying to get funds released sooner. Supervisor was nice so I asked about a temporary credit limit so I can rent a vehicle because my {$200.00} credit limit wasnt sufficient. He said I wasnt eligible yet, but if I sneed to have extra money for a purchase I could send in an overpayment which would leave a credit in my account so I can make the purchase when needed. He also stated if the credit isnt used within 30 days FP would send to me within a check. So on XX/XX/2020 I sent in {$200.00} on the account noted above and {$100.00} on account XXXX XXXX XXXX XXXX. 

On another call a CSR said I would need to spend the available amount on my card and then they will apply the credit balance to my account because my balance cant exceed {$200.00}. Totally different than what the Supervisor advised. 

After the 15 TAT - I still did not receive the funds to my card from XXXX order. 

I called back FP back after XX/XX/2020 and demanded to speak to a Supervisor. After persistently requesting a Supervisor, finally Supervisor XXXX took my call. He refused to provide his last name and he was very rude, condescending, and unprofessional. He said FP was going to hold my money for 30 days even though I explained the XXXX order was cancelled and I have a cancellation email from the merchant. Why hold my money for a canceled order that is named claimed by the merchant for 30 days? 

They want XXXX ( the merchant ) to send a written letter for each transaction with the amount separately and fax it to them, THEN they will release the funds back to my card. XXXX said no. 

FP won't accept my cancellation confirmation letter. Plus XXXX said I can't use the credit of {$200.00} on my card that for some reason went to {$170.00} but he will return it to me in a check in two weeks. Like what? I wasn't told that before. 
XXXX, to my disappointment, continued to say he will not apply the my credit to my available balance for my use regardless if I spend available balance. 

Not to mention this " Supervisor '' was beyond rude, unprofessional, condescending, nasty, and just beyond words. NO EXCUSE FOR EXTREME UNPROFESSIONALISM. They can care less if they have my business or not. I mentioned canceling this secured credit card and was told my deposit wouldnt be refunded for up to 10 weeks ( {$200.00} ). Then XXXX said I wouldnt get the mail while {$200.00}. Like why? That was my deposit. XXXX also said he would send the {$200.00} credit back to me by check. The funds are still on my account. He has done nothing. 

Exact statement- If you want to cancel, then cancel. If you cancel - there is a 10 week waiting period before you get the deposit money back. 
Oh yeah XXXX said because they have a hold on funds I cant pay the bill or have credit applied. 

Feel free to call me for further details.

Company response to consumer: Closed with explanation