Synovus Bank

"I just got the most garbage customer service experience from Orinthia Wallace at the Synovus Bank branch on NE 185th Street near NE 18th Avenue. I manage a 55+ condominium association that has two small business accounts and a money market account at Synovus. Their property is down the street from this specific location. Our management firm noticed that their online banking service with Synovus stopped providing image backups for deposits submitted through their lockbox. Without the images, we do not know which of the homeowners have paid their dues for the month, thus, we cannot reconcile their bank accounts for incoming and outgoing transactions for any given month since September. I was asked by the Board of Directors to go with them to assist in retrieving this information. It is the Association’s information regarding their own finances, and belongs to them. They should have fully unobstructed access to their rightfully owned information and property. After speaking with the tellers, we were asked to wait to speak with one of the senior tellers. When I began explaining to Orinthia Wallace, the senior teller who we briefly met and spoke with this morning, that Synovus’ online banking portal was no longer providing image backups of deposits made by homeowners of the association to the lockbox provided by Synovus for their bank accounts, which should have implied THAT WE HAD ONLINE BANKING ACCESS, she appeared to become very confused as I explained the issue that both the Board and management were experiencing with their online banking portal. She appeared to become flustered, and instead of acknowledging anything that I had just said, she instead asked me if I was a signer, to which I confirmed that I was not, and then she said that she would no longer speak with me and would only communicate with the Board Director that was there with me. We then had to sit and wait nearly thirty minutes as she called her 1-800 number support contacts as she did not correctly explain the issue to them, stating that we wanted to see the information, to which they told her that we needed to open an account online to view that stuff, completely dismissing what the real issue was. Once she hung up the phone and we told her that both the Board and management already had online banking access, she said “no, you didn’t”. Both the Board Director and I both said yes we did. Since she wouldn’t speak with me, she asked the Board Director for her name and phone number, and said she would reach out when she had a solution for her. Orinthia did not even offer to print out copies of the checks that have been deposited for our Board Director. At this point, I felt as though Synovus was denying bank account access to a Board Director, who is also an authorized signer on the bank account, to property and information that belonged to them. To be honest, we left feeling as though Orinthia did not even understand the problem we are having. I’ll explain it here, and hopefully someone at Synovus can help her: Neither the Board nor management can see the image backups of the checks that homeowners of the association are submitting into Synovus’ lockbox for the Association’s operating bank account. Without these image backups, we cannot know who the payment is coming from, and without them, we cannot reconcile their monthly bank accounts per standard accounting practices. The bank was nearly empty; no one was waiting after us. We were forced to wait for her to make a call for something that we didn’t ask for. Orinthia completely dismissed both her own client and myself and did not have the patience to help us. She is hurting your business as we absolutely plan to move our client’s funds for this abhorrent treatment. This condominium association of a 55+ community is trying to plan their budget for 2023, yet cannot reconcile their bank accounts because of Synovus, and because of them, do not know where they stand financially currently. Steer clear of this branch. The team at the location is of absolutely no help."

"Be careful! They took my money! They declared my account dormant without sending statements. Then levied a $10 monthly "dormancy fee" until the account was depleted. I was unable to go to the bank because I'm a senior citizen, and all of this happened during the height of COVID. When I went to the bank, they couldn't find my account because the closed it after they took all my money."

"Excellent place, friendly and personalized treatment"

"The most accommodating staff of any bank with whom I have conducted business. They have taken personal banking to a new level: personable banking! The difference is distinct and astounding."

"My experiences with the bank: 1. unnecessarily levied monthly service charges against the account without proper notice. In fact they gave no notice. No statement mailed. They refused to reverse and told me that they were penalizing me because I decided to close my account with them. 2. the website is not user friendly 3. the bank has business hours only which are inconvenient in todays business environment, surrounding banks are open later and on the weekends 4. they have no deposit equipment that accepts checks for self banking 5. they unilaterally downgrade the interest rates w/o notice to the customer in all accounts. One has to go through unending requests to maintain a standard money market rate. All games with them. With rates that exceed what they currently offer at other banks there is no need to deal with their substandard service."