Consumer complaint received 2024-11-15 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: CA

Complaint narrative:
On XX/XX/year>, I called and spoke with a First Progress employee about paying off and closing out my First Progress secured credit card. I ask the employee about the process to expedite my deposit of XXXX dollars and I ask what do I need to do to get my money back as quickly as possible. The employee gave me 2 options, the first he said I need to mail in a letter to expedite my refund, I then ask can I fax or email the letter and he replied yes you can fax the letter and it will take 2 weeks after that. The employee gave me the company fax number along with the mailing information. I paid the amount needed to close the account and was told over the phone that the account was closed. 
On XX/XX/year>, the very next morning, I sent the fax over to First Progress requesting that they please expedite my deposit refund. 
On XX/XX/year>, a full 3 week later, I still had not received my refund of XXXX dollars back and decided to give First Progress a call. After speaking with them the employee on this call tells me my refund process has not even been submitted or processed. I explained to the employee that the last rep I spoke with gave me the fax number and information to fax my request, which I had done and that I have proof and documentation to show I sent it and the fax had been received. The employee told me that First Progress does not accept the letter via fax and that none thing had been done as far as processing my refund back to me. I ask to speak with a manager because at this point I'm frustrated that these people are playing games with my money. The employee tells me that I have to mail in a letter and it will take 2 weeks for a review response and then my refund process would start. I ask again to please speak to a manager, the employee finally told me that there was a manager available after telling me there was no manager available. She told me to hold and she would transfer me and she hung up. 
Evenually, I call back and have to go through this whole story with another rep over the phone and I finally connected with a manager. The manager repeats the same items mentioned above saying they apologize that their employee gave me incorrect information, I told them the calls are recorded and you guys know that your person told me wrong information, can you please expedite and send my refund? The manager said they can't do that, I have to mail them a letter. How is this legal, I have spoken with these guys and it's their fault that their employee gave me the wrong information. I ask to speak to their legal department because at this point I'm thanking that I may have to take these people to small claims court to get my money back.The manager told me that there was no one I could talk to and that I needed to write and send them a letter. This is wrong and does not seem fair to me, I had that secured card over 3 years borrowing and using my own money to build my credit and this is how they treat me with my own money. 
Last, I sent a priority mail letter to First Progress on XX/XX/year>, requesting they expedite my deposit refund. 
Please help, I'm a single father and I need my money back before the holidays. I have photos and documents to support everything I have written here.

Company response to consumer: Closed with explanation