Consumer complaint received 2025-05-31 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: RI

Complaint narrative:
I applied for a credit card with XXXX XXXX Credit Card in XXXX of XXXX with an initial deposit of {$200.00} to get the credit card and I was approved for it with a {$200.00} available credit limit. 
Since, I have used the card and made payments on time, mostly for the full balance or more than the minimum monthly payment before the due date which is the first day of each month. On XXXX of XXXX, I had paid the full amount of the balance on this card of {$150.00} and I did not need to used my card since. On XXXX and XXXX of XXXX I had a {$0.00} balance and I was with an available credit of {$200.00}. 
Two months later, just for curiosity I opened my credit card app to check my account and surprisingly I found out a previous balance of {$330.00} appeared on my last statement and an available credit limit of - {$100.00} without me making any purchases nor using my credit card. I remember that if I tried to make any purchases over the {$200.00} credit limit my card was declined. 
So in XXXX I called the credit card to check the issue and I was given a first explanation that I was making payments to an old account and that the payments will be applied to a new account and that a check was issued and was mailed to my house for this amount ( {$330.00} ), when I asked the address where the check was mailed to, they provided me with a wrong address so I told them to send it to my home address which is the same I used from the date I opened the credit card. I was told that I should call back to check that my information and the check was mailed in a couple of days so I called back on XXXX and I asked again for the status of my balance issue and the check, and I was advised that a checked was mailed to me and that it would take about a month, and I was told that I should continue to make the monthly payments for now and that once I received the check I can get my money back once I deposit the check on my bank account. I was not happy neither with the service nor the attention I received from the customer service personnel. I was wondering why they mentioned that I had an old and a new account, so I asked why do I have this problem when I only applied for the card one time and I was so frustrated that my payments where going somewhere else and that i was having this problem? and I was told that I opened them, but I explained them that I have no way to create an account, that the only account I had is the one that they created for me when I was approved for the card and is where I was making all of my payments from day one. I remember I also asked to speak with a supervisor or a manager to help me solve this problem and I was given to another customer service representative who also gave me wrong information and solutions. Frustrated and everything, I had to make the minimum monthly payment of {$43.00} hoping for the check to arrive to my house as I was told by the customer service representatives.

A month passed by and no check came to my house so I called back again to checked what happened and I was advised that no check was sent to my house and that what I was given the wrong information the previous times I called. At this point, I was furious and asked to talk with a manager because they where not giving any answers nor proof of the 2 accounts and the reason why they where charging the card over the limit credit of {$330.00}. I was told that the manager will call me the next day but I did not get any call nor email explaining me about this transactions and supposedly 2 accounts under my only card I received from they first time I was approved.

Company response to consumer: Closed with explanation