Consumer complaint received 2022-10-02
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Synovus Bank

Complaint:
I had a checking account with synovus for 4 years never had any problems until XXXX of XXXX when my husband had his unemployment funds transferred to my account. The bank froze the account for 4 months starting on XX/XX/XXXX i never received anything from them telling me that my account was frozen or why or what i could do to help the matter nothing my bills started getting returned and i was unable to use my debit card even though the money was in there so i went to the branch and inquired but was told nothing literally nothing except that they didnt know what was going on for me to come back in a few days and there would probably be something in the file they could help me then i did return 3 times and still nothing the same day it was frozen i had a transfer that was supposed to go through for XXXX XXXX dollars from my husbands bank account that was obviously declined according to emails recieved from synovus but no explanation as to why so i inquired with the bank about it and was told i would have to wait until my account issues were straightened for any help or andwers so this went on until XX/XX/XXXX when i finally recieved a letter telling me that my account was being closed and i would received a check for the remaining funds in the account and that was it. I got a check for {$10.00} a week later but my account had more than XXXX XXXX in it when it was frozen so i looked at the app which i could access and saw that they had sent all the unemployment deposits back leaving the {$10.00} balance even though nobody had ever said anything to me or my husband about it. I was able to recover that money thankfully well my husband was but the XXXXXXXX XXXX  transfer was not returned so i went to the bank and was repeatedly told nothing or that the transfer did not exist even though i provided emails from synovus with tracking number ( i was told they could not use that to locate the deposit ) and the bank statements from my husbands bank showing the transfer to synovus with the account number ( matching mine ) that it was transferred to. Finally in XXXX of XXXX a branch manager accused me of trying to defraud them saying the transfer did not exist and that the emails were fake i was more than upset obviously but i continued to try and get answers i have now visited every branch locally more than once and exhausted all my options i have never had anything like this happen and do not know what to do i thought i could trust my bank with my money i was raised to believe that and now i will not put even a XXXX  in the bank unless i am immediately using it to pay for something not only has the action of the bank shocked me but the treatment ive recieved trying to get answers has as well the manager accusing me of fraud said all she could do for me was provide me with my bank statements for the year of XXXX so i said please i would appreciate it and upon reviewing them i noticed that in fact theres no record of the transaction at all but i also noticed that in XX/XX/XXXX almost a whole month after my account was put in frozen status a withdrawal was made by synovus from my husbands account for XXXX dollars which shocked me since i was unable to use the account for anything and my bill payments were even being returned and it was not listed on my statement but again only on my husbands bank statements showing it went to synovus and the account number that matches my account so why was this able to go through and why since i did not do it? I have again tried to get answers with no luck synovus has not only changed my entire opinion about trusting the banking system thanks to this awful experience but has stolen {$11000.00} from me and then accused me of deceit and theft among other things and they have done all this during a pandemic i have XXXX children to take cAre of and my husband was out of work and yet they have taken the little help we were able to get and never attempted to explain what i did wrong to have my account frozen or closed and i cant even get another bank account due to whatever was wrote from them Im assuming since ive never had a problem before this and i have not done anything to warrant being unable to find someone willing to give me a bank account im just clueless shocked and do not understand. I mean where do u go for help when your bank steals and lies to you? What do i tell the companies i owe money to for my bills? Please help me get my money back and hold them accountable so this doesnt happen to anyone else thanks!

Company response to consumer: Closed with explanation