Consumer complaint received 2025-03-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Synovus Bank
State: OR

Complaint narrative:
On XX/XX/XXXX I applied for a secured credit card from First Progress bank as it was referred to me by a bankruptcy resource given to me by my bankruptcy attorney in an effort to start building back credit. Prior to submitting the application, it asked me for a security deposit that would be my credit line. I directly deposited from my bank account {$400.00}. That money was debited from my bank account immediately. That same day, I was declined the credit card but First Progress retained my {$400.00} security deposit, saying, vaguely, in the same email that it would be returned to me. I called the customer service line they provided me and told them the situation that my credit card application was denied but they took my {$400.00} and I needed it back. First call was on XX/XX/XXXX, and they told me they would issue my refund via check and that it would take up to 2 weeks. My mailing address was on the credit card application and I made sure to repeat it back to them so they would know where to send the check. I checked everyday for two weeks and I never received it. So on XX/XX/XXXX I called the same customer service line, complained I never received the check. I was told by this second customer service representative that I would receive the refund debited back to my account within XXXX business days. I called again today ( XX/XX/XXXX, 8 days later ), and told them that I hadnt received my refund by mail and I hadnt received it by debiting my bank account, and that I was very upset. The first representative I talked with said there had been a request for a refund for {$200.00} issued, which was wrong as I submitted {$400.00} in one lump sum and dont know where that {$200.00} number came from. The service rep escalated the request to her supervisor, XXXX, who told me they couldnt refund the security deposit by debiting my bank account ( which seems like a lie ) and that they could request another check be sent to me. I said that that wasnt good enough, that Ive already waited 3 weeks with no proof that a refund has actually been issued and that I wanted to speak to someone that could ensure that my money get refunded immediately. XXXX told me that she couldnt do that but that shed submit a request for a manager to call me back within 24-48 hours. I told her it was ridiculous to ask for anymore goodwill or patience from me and I kept demanding to talk to someone who could resolve this, but XXXX steadfastly refused. She refused to give me any number I could reach out to if I didnt get a callback. So if I dont hear from them Ill have to call the same number Ive called three times already just to receive the same runaround over and over. I dont know how to get my {$400.00} back, and I dont believe First Progress is making any actual attempts to refund me, and it is exhausting trying to resolve this directly with First Progress. Ive attached emails sent too, also trying to resolve the matter, asking to receive proof that a refund had actually been issued to me. I finally received one email to call the same customer service line I had already been trying. SO : technically, what I requested from the company was my {$400.00} security deposit be refunded to me. My second request was proof that my {$400.00} security deposit was issued by given to me. I have received neither requests. Additional note : in the field that asks me for the credit card so First Progress can identify my information via this complaint, I put my application number, as I never got a card number because I was declined. There was no field to enter that info but thats the number Ive given every time theyve asked to verify my account on the customer service line.

Company response to consumer: Closed with non-monetary relief