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Opened account in Oct '18 but was not set up properly, resulting in our company unable to receive cc payments although charges were processed. In October 2018 we acquired a business from another owner. We contacted Talus to transfer account into our name. This was done, but not properly. Funds continued to deposit into previous owner's bank account for another 10 days (~$800). We contacted Talus and they said they were working to resolve going forward but that it was our responsibility to collect the $800 from the previous owner directly. This was difficult and we were only able to get about $500. A few weeks later we noticed that our once a month large charge of $2,500 did not appear in our checking account so we contacted Talus. They said there was a glitch in their system, but it should show in the next 30 days. The following month we didn't this charge or the additional charge of $2500 show in our account. We contacted Talus and they again said there was a glitch and that it would be fixed soon. December came, we processed another ~$2400 charge and didn't see anything processing into our account. We contacted Talus and they said to call back in a few days. It was right before Christmas and their offices were closed through the New Year. I was able to reach someone on Jan 7th and they told me that the account was never set up to accept American Express charges and that those charges would need to be "re-processed". We also had another ~$2,500 charge for December that had been processed, so 4 large charges thus far. On Jan 11th, all 4 of the large charges + several smaller ones were "re-processed" by Talus. This caused us to be flagged by their RISK Department and they subsequently held the 4 large charges which were 1-4 months old now. The customers, when contacted by Talus, were confused and thought they were being "overcharged" or "double charged" so they filed two separate chargebacks. The Talus RISK department had never released any of the funds to us, but proceeded to withdrawl money directly from our checking account in the amount of the chargebacks.

$2500 - January 30th

$2500 - Feburary 2nd

So now were were out ~$10,000 of charges that should have been processed since October AS WELL AS $5,000 in cash from our checking account. We have been on and off the phone, conversing via email, meeting with bank branch managers to try and get this matter resolved. To-date, we are still out ~$15,000. We even had a U.S. Bank Finance Manager contact the Talus Risk Department and was told that he had no intention of correcting the problem. It was the El Camino Laundromat's fault for going out of their account processing window. We had noted upon signing up that 1-2 of our charges each month would be larger ones between $2-3k and the rest would be more like $30-80. But when Talus "re-processed" the 4 large charges on 1/11/19 it caused their RISK department to flag us. We spoke to the 2 customers that filed the chargebacks and they claim that Talus didn't not communicate the situation to them, but instead made it sound that all the charges physically occurred on 1/11/19, which they didn't. Customers have now offered to sign a letter stating that the charges were valid and good, but Talus RISK department will not accept this documentation. Their Sr. Risk Analyst has taken the matter too personal and says "I have no intention of releasing these funds for 6-8 months. At that time I will re-evaluate the situation." Additionally, the Risk Analyst plans to close our account BEFORE the situation can be resolved so we no longer have access to their customer portal website. We have scanned copies of our U.S. bank statements showing that they have withdrawn $2,500 twice from our account for a total of $5,000. They claim that funds will be released in the next few days to cover this, BUT less ~$150 in fees that they will charge us. We are a small business that is owned by my military veteran father (Robert) and his 74 year old wife (Sandy). I have been trying to help them through this matter, but they cannot afford to eat these expenses.

Synovus should look long and hard at Talus pay as a partner as they are cheating elderly veterans!

Reason of review: Synovus Partner.

Monetary Loss: $8000.

Location: 12700 Park Central Dr, Dallas, TX 75251, USA

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