Consumer complaint received 2026-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Synovus Bank
State: AZ

Complaint narrative:
I received a notice back in XXXX or XXXX about a change of address on my account, which turned out to be a result of fraud/identity theft. I contacted First Digital, let them know what was going, informed them that I hadnt had access to the account or used it in some time, and they went the through the process of closing out my card and disputing charges. I also provided them of my one and only address in Arizona, far from the Texas address they had. A new card was put into place, yet I never received it, nor any statements going forward. I was told someone would contact me when I reported the fraud. No one contacted me. Over the next few months I attempted to contact them, getting an automated message stating due to high call volume no one could help me, and disconnected. I got a notice in the mail, mid XXXX, saying the fraud issue had been cleared and I was not responsible for any charges. I then attempted to get online and access my account, but no access was available, not having my new card, I was only able to use the old numbers so it wouldnt register. I called First Digital once again, was told I needed my new card to get access to online account. Told them I never got new card, or any statements. I was then informed I have a balance of over {$400.00}, a past due amount and needed to make a payment. i had a balance of just over {$200.00} when I noticed the fraud, I hadnt used the card well before that, so how do I now have a over {$400.00} balance on a {$300.00} credit limit on a card I havent used. They said the fraud charges I reported had been removed from the account, only {$80.00} and I was liable for the rest. I told them I needed to see the statements to verify these charges because I hadnt used the account in months, I have no idea what the charges were. Was told there would be a charge for any copies of a statement that needed to be sent out again. I informed I had not received any statements, and asked what address they are being sent to and what address my new card was sent to. Found out, even tho I specifically told them back when the fraud was caught that the address in Texas was the fraud address Well, someone didnt not do there job properly because the new card and my statements have still been going to the Texas address. And still demanding payment as well as demanding I pay a fee which they wont charge to my account. They want it paid upfront for them to send out new statements to verify what appears to be most likely more fraud charges. Even when brining up that this is not my mistake, this on them, still refused. Was then also told, and this was today, XX/XX/XXXX that my new card was never actually sent out, implying that these charges are from my old card and the fraud I reported is resolved, so again Im liable. Even tho, when I called on XX/XX/XXXX, according to the agent I spoke, In order to gain online access she needed XXXX numbers off my new card, which I never got, and I can not get access unless I supply them, yet today a new card was never sent out .. see my dilemma? I also brought to their attention that whoever is responsible for the fraud has my old card number, so all these other charges now are easily explained by the fact that they were still using my old card.

Company response to consumer: Closed with monetary relief