Consumer complaint received 2024-08-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Synovus Bank
State: AL

Complaint narrative:
On XX/XX/year> I signed an agreement with XXXX XXXX # XXXX for a 90 day Personal Trainer ( PT ) contract. I paid {$200.00} on XX/XX/year> ( $ XXXX session ), with an understanding that I would be ultimately charged {$1200.00} ( $ XXXX ) for the 90 day/3 month program. If I did not terminate the contract in writing, I would be charged on a month to month basis. 

On XX/XX/year>, I terminated the PT contract in writing and gave my termination paperwork to XXXX on XX/XX/year>. I also notified my trainer XXXX in writing via text message. I witnessed XXXX place my form in a stack of termination form tray on a desk at XXXX XXXX. 

I was then charged on XX/XX/year> in the amount of {$200.00}, I immediately filed the claim via email on XX/XX/year> with Synovus Bank, Dispute Number XXXX. Subsequently I was charged again on XX/XX/year> in the amount of {$200.00}, I again filed a claim via email on XX/XX/year> with Synovus Bank, Dispute Number XXXX. Both emails were sent to their Dispute Department at XXXX. I also attached my Crunch Fitness Contract, my Personal Training Cancellation Form, and a screen shot of my text message with my Personal Trainer. 

I was issued provisional credit for both claims, however, I recently had both of those provisional credit reversed and received a generic letter of denial. I called XXXX on XXXX, XX/XX/year> at XXXX XXXX XXXX, the call was approximately XXXX minutes, I was on hold for some of this time. I asked for an explanation as to why my disputes were denied. The first agent stated that the time frame for the dispute had passed and the dispute was now with XXXX, and XXXX had to make a decision. I then asked if I could speak to someone in the Disputes Department and I was told no. I then asked if there was a contact at Visa that I could speak to, she again replied No When I inquired how long that would take, she did not provide an answer. This agent further recommended that I take XXXX XXXX to XXXX XXXX XXXX. 

When I called a second time today, at XXXX XXXX XXXX at the same number, I spoke with XXXX and she explained that the dispute went over the 45 day time frame. She stated that it was with XXXX and after they made a decision, they would send XXXX back the money and they would credit the funds back to me. She also was unsure of the time frame that XXXX would take to resolve. When I asked her if she could see when the dispute was submitted to XXXX. she stated that she could not see that in her system. Please pull the call recordings for both of my conversations. It was completely unprofessional and unwarranted for me to be denied the opportunity to speak with someone directly in the Disputes Department, or be recommended to take XXXX XXXX  to Small Claims Court.

According to Reg E, I have two billing cycles to submit any disputes. In both of these cases, I filed my dispute within 24 hrs. If Synovus did not file the required chargeback documentation through Visa in a timely manner, that does not mean that a customer of over 10 years should absorb these costs. As a consumer, I am protected under Regulation E ( Electronic Fund Transfer Act ), which governs electronic transactions. Specifically, Regulation E states that consumers have the right to dispute unauthorized or incorrect electronic fund transfers and mandates that financial institutions promptly investigate and resolve such disputes. According to 1005.11 ( c ) ( 2 ), the financial institution must investigate and determine whether an error occurred within 10 business days of receiving the notice of error. Additionally, 1005.11 ( d ) requires that if a financial institution determines no error occurred, it must provide an explanation and documentation supporting its findings to the consumer. 

Additionally, if the claim is still open and Visa can still send funds back to them for me, why would Synovus issue a denial letter to me for both of these claims? I respectfully request that Synovus Bank re-evaluate both of my disputes and take the necessary steps to rectify the situation. 

Thank you for your attention to this matter. I look forward to a prompt resolution. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation