Consumer complaint received 2024-11-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: Synovus Bank
State: GA

Complaint narrative:
In the process of rebuilding my credit, I got a secured credit card through XXXX XXXX with an address of XXXX XXXX XXXX, XXXX XXXX, TN, XXXX. From the very beginning, it was a disaster. My card continuously was compromised ( XXXX ), and I was continuously having to file disputes for companies that I had already told them were making fraudulent charges on my card, not to allow them to do it anymore. The fraud continued to happen. At that time I was done and I was frustrated and when I would call and speak to a representative a lot of times they were rude, short tempered, accused you of not knowing basic math, and they had no customer service whatsoever. That did nothing to try to keep me either. On XX/XX/XXXX at XXXX for XXXX mins when I called to cancel my acct. I was told by a supervisor that she would allow that to happen b/c all of the disputes have been taken care of and finalized at that point which left me with a refund of $ XXXX {$150.00}. The account was closed with a refund due of $ XXXX {$150.00} and my question to her was I have XXXX merchant that is refunding a phone case that I have returned. What about the {$87.00} that Im due as a credit since the card is closed. I was told that XXXX checks would arrive. The security deposit refund could take up to XXXX weeks. I recd the {$87.00} separately b/c it would be coming from a different dept. I still have not recd the initial security deposit refund that multiple supervisors have stated I am due. I was told that as recently as XX/XX/XXXX at XXXX to expect my security deposit refund soon because that came from a different department. Today, XX/XX/XXXX I spoke to a different supervisor named XXXX. He confirmed that I am still owe the $ XXXX {$150.00} security deposit refund. He placed me on hold and he returned and then said matter fact, youre not doing any more refunds from us. So I would say about XXXX  % of the supervisors see that XXXX due this refund in about XXXX  % of the supervisors that I speak with do not see that Im owed this refund. This company is completely unethical and does not know the definition of Customer Service whatsoever depending on who you talk to depends on the answer that you get, but Im still waiting more than XXXX weeks later for my refund for my security deposit and the amount of $ XXXX {$150.00}. If the bank determines that there is not a refund due, I would like for them to provide me with the documentation showing specifically how they got to that conclusion where 70 % of the other supervisors have concluded otherwise. XXXX is to escalate for me to upper management that they review the call from XX/XX/XXXX of XXXX. When I canceled my account it was promised the refunds in XXXX separate checks. I was guaranteed that within XXXX to XXXX  days a XXXX will be calling me to discuss with me my concerns but not necessarily the outcome of what they heard from that call on XX/XX/XXXX. I am no full as Ive worked in law before and they are required to maintain all records financially for XXXX years, who I speak with when I speak to them and what we speak about I want to have that information. It is that information that holds the answer and the truth that Im owed this refund but they are withholding that from me.

Company response to consumer: Closed with explanation