Consumer complaint received 2025-06-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: Synovus Bank
State: TX

Complaint narrative:
There was a transaction in XX/XX/XXXX that triggered XXXX XXXX credit card company to flag it as fraud, shut down my card, and send a new card to my current address. I was in the process of being evicted and I had moved into a homeless shelter. I updated my address to the homeless shelters address through the online feature. I'm not sure of the date. I arrived at the shelter on XX/XX/XXXX. I was told that the card was shipped to that address, XXXX XXXX XXXX, XXXX TX XXXX on XX/XX/XXXX. So, I know that I changed it some time within that 8 day period. The shelter was very full and under staffed and it was difficult to check your incoming mail. I wasn't aware that a replacement card had been sent to the shelter or a letter explaining the suspected fraud and notification of a new card being issued. Most cards text or email or call if they suspect fraud so that you can verify it, before they destroy your card. I finally moved from the shelter on XX/XX/XXXX and tried to use my card a few days later. It kept rejecting. When I called to get information on XX/XX/XXXX, I was informed about the fraud and the replacement card that was sent to the shelter. I updated my address and was told that I would have to wait 10 regular days before the company could start processing my new card because of the address change. Then they made me send proof of address. A copy of my lease and a copy of my bank statement. After 10 days, XX/XX/XXXX, I called and I was told, no it's not 10 regular days, now it's 10 business days. I called after 10 business day, XX/XX/XXXX, and I was told, no, it's 14 business days and then I have to wait another 14 business days to receive the card. I called on XX/XX/XXXX to verify that the card processing had begun, and I was told that they are still waiting for the 10 to 14 day waiting period for my change of address to expire on XX/XX/XXXX so that they can start processing my new card. I immediately asked to speak to a supervisor. I had to convince the supervisor that XX/XX/XXXX, to XX/XX/XXXX was longer than 14 business days. I literally had to ask him XXXX times to please look at a calendar and count with me. He still didn't get it. Finally, after almost an hour on the phone, I told him that I know that your company can get me my card by the end of this week. When I made my address change in XX/XX/XXXX, there was no waiting period for the address change. There was no 14 business days processing time for my card. It took less than 7 regular days for my address change, reissue of my card, and shipping or my card in XX/XX/XXXX. They did all of this with no request for verification of proof of address.So, I know that it is possible for XXXX XXXX to get me my card, without making me jump through all of these hoops. You just did it XXXX weeks ago. The male supervisor I spoke to finally agreed that XX/XX/XXXX was the end of my XXXX business day waiting period for my address change and I was eligible for a XXXX to XXXX expedited card issue but it would cost {$35.00}. I agreed and he said that he would request it right away. Fearing that he just said whatever to get me off the phone, I called back XX/XX/XXXX to verify that my expedited card was in process, the representative had no idea what I was talking about and when I was transferred to the supervisor XXXX, neither did she. She said that there was no way that the process could be expedited because I changed my address and I should have my card by XX/XX/XXXX and if I don't, then they will reissue XXXX, it but I don't have to wait the 10 to 14 day waiting period for my address change again. But, if I like, she can still expedite it after XX/XX/XXXX, charge me {$35.00}, and then offer me a courtesy credit later.??? I was like, what's XXXX XXXX in expediting it after I've waited 32 days. She said that she would take a complaint for her supervisors but she didn't know what government agency regulated her company or how to make a complaint.

Company response to consumer: Closed with non-monetary relief