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Business Profile

Bank

Synovus Bank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Synovus Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Synovus bank is ridiculous. None of their branches provide a number to call to reach a direct branch its the same one 800 number for every one of it sites when you call the one 800 number you are prompted to an AI generated robot named ***** to help you. You can never get a representative on the phone ever its very annoying to bank with a bank and youre not able to speak to someone. I have also tried to transfer funds from my home equity line of credit into my checking account and it always denies my request. Im in need of money when Im in need of my own money and I cant get it especially to not be able to speak to a representative is very frustrating. They do not have a fraud department to speak to and the recommendation is for you to drive to the bank to get help when you look online to try to get a number for the branch to speak to someone at the branch, you still have to speak to the robot name ***** you cannot get a customer service representative on the phone not unless you make a false pretense That has nothing to do with your related business. This is the most unprofessional unapproachable and unreachable bank that I have ever dealt with their customer service is horrific. Its not fair. You bank with someone and you cannot get a representative on the phone.

      Business Response

      Date: 12/16/2024

      December 16, 2024


      Better Business Bureau


      Re: Complaint of ***** *******; Case # ********


      We have received the complaint and worked with the customer directly 
      to resolve the issue and have closed the case.


      Sincerely,


      Porsche *****
      Manager, Complaint Resolution

      Customer Answer

      Date: 12/16/2024

       
      Complaint: 22677710

      I am rejecting this response because:
      Nothing has changed.
      Sincerely,

      ***** *******

      Business Response

      Date: 01/15/2025

      January 15, 2025

      Better Business Bureau


      Re: Complaint Rebuttal of ***** *******; Case # ********


      Our goal is to provide our customers with the best possible banking experience. Our customers feedback is important to us,and wed like to share our findings after reviewing the matter you brought to our attention.


      Mr. ******* submitted a rebuttal to our original response. Mr. ******* stated he cannot locate direct phone numbers for the Synovus branches, only the ***** number and when he calls the ***** number,he is prompted to an AI generated robot cannot get a representative on the phone. He also wrote that he could not transfer funds from his Home Equity Line of Credit into his checking account through My **********************. Finally, Mr. ******* stated the bank does not have a fraud department to speak to and the recommendation was for him to drive to the bank to get help.


      We spoke to Mr. ******* on December 13, 2024. Mr. ******* reiterated his dissatisfaction with Synovusinteractive voice assistant and was informed about how it works, but he expressed frustration with not being able to speak to a branch directly, though he did not tell us the specific branch he wanted to contact.


      We reviewed Mr. ******** complaint that he was not able to make online transfers between his Home Equity Line of Credit to his personal checking account. We found no issues with *********** Home Equity Line of Credit.


      Mr. ******* also informed us he believes there was a fraudulent transaction on his account in the amount of $38.47 but did not stay on the line long enough for the representative to assist him with processing his dispute. When Mr. ******* originally called our ************* line on December 12, 2024, the transaction was still in pending status and could not be disputed at that time. Mr. ******* was given the option to place a stop payment, but he declined. It was also suggested that ********** visit a branch location to open a new account to prevent fraud going forward.


      If Mr. ******* would like to file a dispute for the transaction he does not recognize or for any further assistance, we suggest that he gives us a call at **************.
      Sincerely,

      ******** ******
      Director, Complaint Resolution


      Customer Answer

      Date: 01/16/2025

       
      Complaint: 22677710

      I am rejecting this response because:

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:11/22/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ******** FIRST DIGITAL FDC SYNOVUS BANK ACCT #: **************** ***. $513.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

      Business Response

      Date: 12/09/2024

      Please see the attached response.

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My money was place on a secure credit card never used card asked for account to be closed to sadly be told I would only get back $45

      Business Response

      Date: 11/15/2024

      Please see the attached response.

    • Initial Complaint

      Date:07/29/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Account number ********** opened 09/30/****** am wringing because I was reviewing my credit with my mortgage lender and realized this company has reported false late payments on my account. This account was closed may 2020. This account is showing for the remainder of 2020 and and another on October 2021. I have disputed and contacted this company and they have not remove this inaccurate and false late payments off of my credit. Now Im faced with a situation where this is affecting me from bettering my kids lives due to false reporting. I would like this information removed from my credit immediately or this account deleted from my credit. These big companies like to ruin lives and change their agreements years down the road. I paid settled and closed this these false reporting should not be on my report and was not at first was recently updated like this.

      Business Response

      Date: 08/04/2023

      Please see attached response. 

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