Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PINNACLE FINANCIAL PARTNERS, INC.
State: GA

Complaint narrative:
Violation of Regulation XXXX .. On XX/XX/XXXX, I placed an online XXXX order to XXXX in the amount of {$31.00}. The order was delivered on XX/XX/XXXX to the wrong apartment. I live in apartment XXXX, but the order was delivered to XXXX. I do have the photo the XXXX delivery driver took showing order delivered.... to the incorrect apartment. I also have the receipt and order information. I initially attempted to resolve with XXXX, but only received a {$5.00} credit. I, then, contacted Synovus to dispute the charge. The rep stated the charge was in a pending status and had to wait until the charge posted before I could dispute. Once the charge posted, I called Synovus again and started the dispute process on XX/XX/XXXX, dispute form XXXX XXXXXXXX. I was advised by the rep to email the necessary information ( proof ) for the dispute. I emailed the driver photo of the wrong apartment order was delivered, receipt of order, the order details, and the email to XXXX attempting to resolve the issue with them. This information was emailed to XXXX on XX/XX/XXXX as advised by rep. At the time I had XXXX other disputes to XXXX and XXXX XXXX, but was able to resolve both with the said merchants. I contacted Synovus and let them know to cancel both of these disputes, but the XXXX dispute is still being disputed. I made numerous calls to Synovus Customer Service XXXX and spoke with a multitude of reps to follow up on the XXXX dispute. My call log shows I contacted Synovus Customer Service on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. A few calls made may not have been regarding the dispute, but I didn't keep up with who I spoke to and when. This is because I didn't know it would now be XXXX days since the dispute was made. I have had multiple reps claim they will call me back that day or the following day .. did not happen. I was also told someone from the complaints dept, review dept, and a supervisor would contact me. No one contacted me from the complaints dept. until last week and hadnt heard from her again. I received a call from someone in the review dept. that gave me no information that I didnt already know. No supervisor ever contacted me. In XXXX XXXXXXXX I received a letter from Synovus stating the claim was denied and now being handled by XXXX. I called Synovus and the rep advised me that it had been over XXXX days and that is the reason for the letter and XXXX now investigating. I appealed that decision with Synovus and resubmitted all the information I emailed on XX/XX/XXXX. I have been given XXXX information regarding the investigation. I was NEVER given a provisional credit. And now, were XXXX out from the original dispute date with no answers, no credit, no updates, no reps keeping me updated, nothing!! I have spoken to multiple people in the banking industry and they were appalled at how Synovus has treated me, a customer since XXXX, and my dispute. I have tried for XXXX months to get this resolved, but Synovuss part in this has been below sub par. I finally got fed up with speaking with reps that only give false statements and broken promises. I decided to go to a Synovus branch on XXXX XXXX. in XXXX, Ga on XXXX and spoke to XXXX XXXX XXXX She stated she is only able to see call log of my dispute. She stated someone called on a few occasions, but could not reach me due to my voice mailbox was full. I do not have a single call made to me on any of the dates she provided, but ironically, those were some of the same dates I called in. She stated she could not provide me any other information, but would file another complaint and keep a tracking number for this. XXXX mentioned I may have a block on my phone from potential spam calls. I explained to her that I had no block on my phone and no mentioned calls came through because no one called. XXXX decided to call from her desk phone and ironically her number XXXX showed up on my phone as an incoming potential spam call. Her number came through, so why wouldnt the other so called calls come though as potential spam?? I did ask XXXX why I did not receive a provisional credit when I originally called in the dispute on XX/XX/XXXX. She stated it was because I did not call in the dispute within XXXX days of the charge. How is this possible when the charge was in a pending status?? I did call to dispute and was told I could not dispute until the charge posts and that is exactly what I did. While the charge was pending status, I tried to resolve with XXXX as explained above. She was no help and had a could care less attitude. {$31.00} may be just some change to some people, but to a XXXX mother with XXXXXXXX XXXX XXXX triplets, its {$31.00}! Finally, for the first time, a rep from the claims dept contacted me on XXXX XXXXXX/XX/XXXXXXXX XXXX XXXXXXXX, a week from the XXXX days of initial dispute. Her name was XXXX from the Synovus Complaint Team. We spoke briefly over the same information. I inquired about being in violation of Regulation XXXX to which she did not reply to. XXXX, at the branch, did the same thing when Regulation XXXX was brought up by me. As XXXX and I were speaking, I mentioned what XXXX stated about I was not able to get a provisional credit at the time the dispute was made. XXXX stated that was completely false. XXXX stated she would call me the next day or yesterday XX/XX/XXXX. I still have yet to hear from her. I have never been so disappointed and disgusted by how Ive been treated. Again, others I have mentioned my situation to feel the same way. Those I know in the banking industry advised that I write a complaint to the CFPB and could take legal action against Synovus for violating Regulation XXXX. I was treated so poorly that I want to change banks after XXXX years. What do you do when no one will help you, break promises, and never have any information all the times Ive called in for XXXX months. Today, XX/XX/XXXX, it has been officially XXXX days with no resolution, no help from anyone in any dept which sickens me to the core. Synovus was given all the information from me in XXXX and in XXXX. The proof is in the picture. And, if Synovus never provided solid information to my case, how do I get information from XXXX? This has been a XXXX month nightmare. And XXXX days later, I am no further along than when the dispute was made XX/XX/XXXX. Id like to escalate this violation to a higher level. I was never taken care of as a customer since day XXXX. Ive wasted so much of my time calling and calling again with empty promises and lack of communication on their end, the unnecessary stress this has caused me for XXXX months, my anxiety level has been severe throughout the entirety of this. I have been given nothing from Synovus Bank, but given my all and everything that was asked of me. This dispute should have been resolved and credit issued months ago. Thank you for your time and assistance in this matter, XXXX XXXX

Company response to consumer: Closed with monetary relief