Consumer complaint received 2024-04-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
XX/XX/year>- tried to transfer {$50000.00} from my Synchrony bank account to my XXXX bank account ( link set up months ago ). System told me I could not transfer that amount. I called the bank and was told that I could only transfer {$25000.00} at a time. I then set up XXXX transfers of {$25000.00} to execute on XXXX different days. I received email confirmations from Synchrony that they received my requests. 
XX/XX/year> - I received a notification that the first {$25000.00} was withdrawn from my account but will not show up in the receiving bank until XX/XX/XXXX, which is in line with the information provided when I set up the transfer. XXXX hours after that email, I received an email that my second transfer was cancelled and no explanation was provided. I called to find out what happened the representative could not explain why my transfer was cancelled. I explained that I needed this money to pay my income taxes which are due by XX/XX/XXXX and this delay was causing me a problem. She said I could wire the money but I would have to pay {$25.00} to initiate the wire. I explained that it was not my fault the transfer was cancelled and they should not charge me. She said a XXXX can waive that fee but they don't get in until XXXX. I requested a callback from a XXXX. XXXX ( XXXX ) called me but I was not at my computer so I asked if I could call her back in an hour or so. I called back and spoke to XXXX and she tried to get XXXX on the line but could not. She then tried another XXXX but she too was helping another client. XXXX proceeded to request authorization to waive the wire fee via instant messaging with XXXX of the managers and the fee waive was approved. 
Now XXXX needs to validate me to set up the wire transfer. I validated my name, phone number, email address, social security number, secret passcode, received a XXXX time text code to my cell phone, and validated my receiving bank information in a XXXX way call with XXXX XXXX. This whole phone call was over XXXX hour and XXXX minutes. It was about XXXX and XXXX told me the wire may go out today ( XXXX XXXX ) or tomorrow ( XXXX XXXX ) in the morning. I asked why it takes so long to send a wire and asked why the initial ACH was cancelled and I did not get clear answers. 
XX/XX/year> I received a voicemail from XXXX to call her back " at my earliest convenience. '' When I called back I spoke to XXXX and she said XXXX was not available but informed me that my wire transfer was not going through. I asked to speak to a XXXX and XXXX was insisting on trying to help me explain my problem. I was angry and adamant that I did not want to speak to her because she can not assist me due to her authority level and to just transfer me to a XXXX. After waiting on hold for over XXXX minutes, XXXX was able to transfer me to XXXX XXXX as luck would have it ). XXXX explained why my ACH was cancelled. I don't accept it as a reasonable excuse and if it is true, there should be a notification on the website when setting up transfers ( she said that since the first transfer had not completed, the second one is cancelled since they were going to the same account ). Now back to the stalled wire transfer. XXXX informed me that a XXXX envelope was being sent to my house and it would have a code that I would have to call back and provide to allow the wire transfer to be sent. She said that the wire team requested an extra layer of security. I explained that I was doing a wire since they cancelled my ACH and I don't have time to waste. She just kept repeating that the wire team requested another level of authorization. I asked why since I spent over an hour getting authorized already and she could not explain why this is happening and there was nothing to be done. So now after another XXXX minute call, I have to wait for mail delivery and make ANOTHER phone call .XXXX XXXXcome XXXX, this is a wire transfer. Supposed to be a same day transaction and should be able to be done online in minutes!!!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief