Consumer complaint received 2024-03-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
Thursday, XX/XX/2024 I was unable to withdraw money from my Synchrony Bank account with my ATM card. II received a popup at the ATM saying my account was unavailable Friday, XX/XX/2024 XXXX EST I called Synchrony Bank to ask why I couldnt access my account and I needed access to withdraw money immediately. 

The person I spoke with said I needed to submit an address verification document. He did not specify what was proper verification. I submitted the 1st page of my bank statement from another bank with my account number removed. My address and name and name of the bank were clear. He told me it would take a few hours for them to process the document. I emailed my address verification document to the mail provided to me by the rep, XXXX. 

XXXX XXXX  EST I called Synchrony Bank back and informed them I emailed my address verification to XXXX and they can proceed to process it so I can access my funds. 

The person I spoke to said it will take 2-3 days to process. I told them they needed to escalate it because I needed money immediately. She repeated that they can only unlock the account after the verification has been reviewed and accepted for my new mailing address. 

I told her that doesn't make any sense because I changed my mailing address months prior and NEVER received any email stating that a verification letter needs to be submitted with my change of address. Also, I was making deposits and withdraws from the account for MONTHS even this month, XXXX. 

I was NEVER informed an address verification was required. I received no emails from Synchrony Bank that this was needed. The only emails I received from them were when a transaction was made to any of my accounts. 

I asked why was this block put on my account so quickly without sending me an email about the issue. She just repeated the same thing It will take 2-3 days to process the address verification letter, and they can only unlock the account after the verification has been reviewed and accepted for the new mailing address.

I told her it was absolutely urgent because I only had {$9.00} and needed access to my money immediately. She just repeated, it will take 2-3 days to process the address verification letter, and they can only unlock the account after the verification has been reviewed and accepted for the new mailing address.

I asked to have it escalated to a manager they repeated the same thing the woman said. I was absolutely FURIOUS they were not moving on my issue or trying to find a solution. 
That manager hung up the phone on me because he didnt like my language. 

XXXX XXXX EST I called back after being hung up on after Synchrony Bank refused to give me access to my money. The person I spoke to repeated, it will take 2-3 days to process the address verification letter, and they can only unlock the account after the verification has been reviewed and accepted for the new mailing address and said absolutely nothing else.

I asked how do I close my 4 accounts with Synchrony. She said, after they process the address verification letter, then you can close your accounts I just hung up the phone I was furious and frustrated. They were not going to do anything extra to help me This was the worst banking experience Ive ever had in my life. I have {$9.00} in my accessible account and they expected me to wait for 2-3 days with NO MONEY. Horrible experience especially since the issue was from their end. It has to be illegal or a violation to just block me from accessing my own money when Ive never received emails notifying me documents were needed and I was making transactions for months!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation