Consumer complaint received 2025-02-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Synovus Bank
State: GA

Complaint narrative:
XX/XX/2025 : I received an XXXX subscription charge on my First Digital card. I contacted XXXX and had the charge refunded. However, later that day, my card was declined at a gas station, despite the fact that the XXXX charge had posted. When I contacted customer service, I was informed that my payment would post on XX/XX/2025, but I was given no explanation as to why the XXXX charge was allowed when I allegedly had no available credit. The representative then hung up on me. 
Research & Discrepancies : After reviewing my statements and contract, I discovered that after 90 days, I was eligible for a cash advance and that my payments should post within five daysnot the 14 days I was being forced to wait. When I called back for clarification, I was given vague answers and was ultimately told that First Digital has the " discretion to change, cancel, modify, or close accounts as they see fit '' allegedly due to accounts that seem " at risk. '' Unfounded Risk & Possible Discrimination : I have made on-time payments for the past five months with no late fees, no returned payments, and no disputes. When I asked for specific reasons why my account was labeled as " at risk, '' the representative could not provide an answer. I questioned whether this was due to discriminatory reasons, as no other plausible explanation was given. Additionally, the system automatically reflected the correction of my payment posting from 14 days to five days, yet my card was still manually restricted, preventing me from accessing my available credit. 
Unnecessary Address Change Delay : o I requested an address update in XXXX, yet it was only processed on XX/XX/XXXX, XXXX before my payment posting date. I was then required to send three forms of documentation and wait 48-72 hours for verification. 
o My concern is why an address change ( which was not tied to a new card request ) resulted in my card being further restricted. I was given no valid explanation. 
Account Closure Without Justification : o XX/XX/2025 : My card was suddenly reported as " compromised '' and closed, despite me never reporting fraudulent activity. I was told this was done by XXXX, yet when I contacted XXXX directly on XX/XX/2025, I was informed that there were no fraud alerts or reports on my card, name, or account. 
o When I called First Digital to request documentation on the reported compromise, I was denied access to my own account records and subjected to repeated call transfers without resolution. 
Delays in Issuing a New Card : o I was initially told my new card would be sent out within 10 days, but I was later informed that I would now have to wait an additional 14 days. 
o It appears that my old address change request was used as an excuse to delay sending my new card, forcing me to wait nearly a month with no access to my account. 
Suspicious Transactions & Lack of Transparency : o My " compromised '' card is still being charged, yet First Digital refuses to explain how a closed card can still process payments. 
o I identified unauthorized XXXX  charges, even though I have never used XXXX as a rider ( only as a driver ). I contacted XXXX directly, and they confirmed they have no record of these transactions under my account. This raises serious concerns about where these funds are actually being sent. 
Formal Request for Resolution

Company response to consumer: Closed with non-monetary relief