Consumer complaint received 2024-04-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Synovus Bank
State: GA

Complaint narrative:
On XX/XX/2024, I initiated an XXXX transfer of assets in the amount of {$2500.00} from Synovus Bank to XXXX XXXX. I have full online banking and paperless statements with all my accounts at XXXX. 
On XX/XX/2024, I received an automated email from XXXX that my XXXX statement was ready. 
On XX/XX/2024, I logged in to my online banking at XXXX and discovered the XXXX and all its history were removed from my online banking, giving me no access to the details of the transfer or any previous statements for reference. 
On XX/XX/2024, I called XXXX to inquire of the status of the transfer ( which had now been a month ), to file a complaint for the lack of access to the XXXX account, and to escalate this issue to a XXXX. After a research request was submitted by the XXXX representative ( XXXX ), I was emailed a link to access my last XXXX statements and an XXXX transfer confirmation letter dated XX/XX/2024. I was called back by a supervisor ( XXXX ) that told me that I still have access to my XXXX account history through online banking even after it's closed. I told her that was incorrect, as once the XXXX was closed and removed from my online banking, I had no access to any of its history. Then that same supervisor told me that I have to download the statement as soon as I receive the email in order to retain it. This is also incorrect, as the email was dated XX/XX/2024 and the final/closed account statement was dated XX/XX/2024 then purged from my online banking. 

On XX/XX/2024, after waiting another week without the XXXX funds and very limited information from XXXX, I contacted XXXX for assistance. The representative ( XXXX ) was very helpful and offered to call XXXX with me, since XXXX had refused to talk with XXXX about this without my permission. ( puzzling, as they just sent XXXX a check for {$2500.00} on my behalf ). The representative called the specific number for XXXX accounts ( XXXX ) XXXX while I remained on the line. Over the course of an hour, we experienced several instances of poor customer service, including being told to go into the branch to place a stop payment, a cold transfer to a branch, being told to call a phone number that we were actually calling in on, a phone disconnection from the branch call to XXXX who called us back, and finally another cold transfer to a phone that rang continuously with no answer. I called XXXX back that day to try again to resolve this and was placed on hold for at least XXXX minutes by XXXX without any return to the line. 
On XX/XX/2024, I was contacted by XXXX ( XXXX? ) informing me that she was working on a replacement check to XXXX and if I wanted it sent to a different address. I was driving at the time and didn't have any other address for XXXX. I simply asked that this be expedited due to the time already transpired. She confirmed and stated she was " working on it right now ''. I didn't receive any confirmation of the check reissue or a XXXX tracking number. 
On XX/XX/2024, I received a call from XXXX at the XXXX XXXX XXXX branch informing me she received a XXXX package from XXXX with XXXX HSA check and correspondence stating they could not locate an account under that name. There was no file reference number or account number on the check or correspondence, although it was requested from XXXX. I requested to speak with someone directly in the XXXX department to address this and obtain the details of the replacement so I could provide to XXXX to track it. I was told she had to see if she could provide contact information and would let me know. I didn't receive a response. 
On XX/XX/2024, I contacted XXXX customer service again to inquire of the transfer status and was transferred to XXXX, XXXX XXXX branch XXXX. He informed me that he had received a copy of the check from XXXX but did not see any indication of a check reissue or XXXX tracking number for the replacement. I told him that if a check had not been reissued, that it needed to happen today. He responded " understood ''. He followed up approximately an hour later to inform me that they had reached out to the XXXX department for details and would get back to me once he gets details. 

I researched the proper steps to execute an XXXX transfer of assets and followed them. 
I have now spent XXXX weeks on this XXXX transfer including numerous hours on the phone with XXXX, been given inaccurate information from supposed customer care leadership at XXXX, carelessly transferred to non-working or unmonitored phone numbers at XXXX, and I still do not have the XXXX funds in my XXXX account.

Company response to consumer: Closed with explanation