Consumer complaint received 2025-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Synovus Bank

Complaint narrative:
I am filing a complaint on behalf of my elderly father, XXXX XXXX. He was in a cab on XX/XX/year> The two cab drivers stole his wallet. While my dad was still in the backseat they went to a Synovus drive thru in XXXX XXXX, Alabama. They wrote out a check and forged his signature for the amount of XXXX. I am concerned that the teller did not verify the signature on the check or ask for my father to come inside the lobby. He has absolutely no history of withdrawing large amounts of money. He has been a lifelong customer with Synovus This should have been a red flag.

The cab drivers took him to another Synovus location in XXXX, XXXX and wrote a second check for XXXX. Again, the teller completed this transaction without taking any precautionary measures. The first transaction at the XXXX City location, made 30 minutes prior should have caused concern or red flagged the second transaction. 
A police report was filed XXXX. XXXX reviewed the bank camera footage and put out warrants for the two cab drivers. She clearly saw a crime being committed. One cab driver has been arrested thus far for elderly abuse/exploitation, theft and forgery. 
I spoke with Synovus concerning the two tellers negligence and allowing these transactions to be completed without question. Synovus refused to take any responsibility and will not reimburse the funds based on the one fact of XXXX XXXX " was present '' at the time. He was being robbed. 
When I spoke with the XXXX branch XXXX, XXXX XXXX, he said that my father physically made the transactions himself by putting his check and ID in the chute and retrieved the money from the chute. I was allowed the view one picture from the Synovus fraud department and it appeared that my father was in the back seat on the passenger side of the car with his arms folded. He had a very agitated look on his face. He was not happy. Which goes back to my concerns of the tellers not handling the situation properly. 
Per the advice of a Bank employee, XXXX XXXX, I have become XXXX of Attorney for my father in order to help get this resolved. He is XXXX XXXX  of age and this is a lot for him to handle on his own. Synovus deactivated his NEW debit cards, without notice, leaving him with no access to money for food or medication for three weeks. Synovus informed me that they would discontinue a relationship with him because he is now considered " High Risk ''. Instead of having compassion and understanding that he was the victim of fraud.

Another concern about the security of Synovus is how easily I was able to obtain Power of Attorney. I submitted the Power of Attorney documents to Synovus legal department and was approved. No one ever spoke to XXXX XXXX by phone or in person. Once I was informed that Synovus was closing his accounts, I signed the papers and was issued a check. Customers should be able to trust the financial institutions to protect their assets. Employees are trusted to adhere to bank procedures, regulations and risk management policies. A crime was indeed committed against my father but the manner in which Synovus has handled this entire situation has been a disappointment to say the least. Synovus and the Tellers should be held responsible for these transactions being allowed and reimburse the stolen funds.

Company response to consumer: Closed with monetary relief