Consumer complaint received 2025-08-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Synovus Bank
State: NV

Complaint narrative:
There were two charges from a company called XXXX XXXX XXXX on my card that I did not make for {$190.00} on XX/XX/2025. I called First Progress and disputed these charges ; they escalated it to fraud and told me I would receive a letter regarding their decision. The letter arrived on XX/XX/XXXX, stating these charges were deemed fraudulent, I was not responsible for payment, and that my account had been closed. On XX/XX/XXXX, First Progress started sending me payment reminders that I have a balance due of {$190.00}. I called again and explained to them that I received a letter saying these disputed charges were found to be fraudulent and I was not responsible ; please remove them from my balance, I was not paying for it, and my account was supposed to be closed. They told me to download the claim dispute form on their site, fill it out, and return it to the fax number provided with the received letter from the fraud department and provide a reason why I do not feel I am responsible for these charges. I did all that was requested and faxed it on XX/XX/2025. 

It is now XX/XX/2025, and First Progress is now racking up late fees for this unpaid balance, which I have been told I am not responsible for ; the charges have never been removed, and my account is still active and " past due ''. I have called again, was transferred to four different people/departments, the last being the front house fraud department , and I was told that they do not see any of the faxes or dispute files sent because that goes to the back house of the fraud department. She said she would expedite my dispute claim, and I would be receiving a letter about their decision in about two weeks ( again )!

I have been getting the run-around for over a month now, with all people/departments passing the XXXX  on my calls and complaints, nobody knows anything about anything, but they are racking up late fees and expecting me to pay. One agent even suggested I pay the full amount, and that they would " with no problem '' refund me my money after the fraud department finished their case and made a decision ; remind you, it's a decision that was already made on XX/XX/XXXX by the fraud department. 

XX/XX/2025 Update : In XXXX, I was informed my above card and account were closed ; instead, a new account/card number was created without my knowledge, I never received a physical card, and two more XXXX XXXX XXXX  charges appeared and posted on XX/XX/2025 ( same amounts as before ). I called First Progress again, spoke to an agent named XXXX, was told sorry for the inconvenience, they do not know what happened, was maybe a conversation misunderstanding, and it would be taken care of asap. I asked for email verification that they actually closed my account this time and was informed that " they can not do that, '' but that my refund check would be sent to me within 30 days guaranteed. I will be watching for this.

Company response to consumer: Closed with monetary relief