I’m reaching out to you about service-related issues caused by our recent Synovus Gateway rollout.
Our team prepared and planned for what should have been an exciting moment for our clients. Our goal was to provide a seamless and stress-free transition to this new digital experience that would pave the way to enhanced functionality, capabilities, and an overall better user experience.
Instead, as we migrated you to the new platform, conversion-related issues resulted in disruption of day-to-day business for some of you and your employees. We also know this had a ripple effect not only impacting your employees but, in many cases, your customers and your vendors. And, we are fully aware you may have experienced longer than normal wait times and delayed responses to questions or requests for help.
We know you can’t put your business on hold while we solve issues created by the conversion. We let you down, and we do not take that lightly. Our job every day is to fortify our relationship through reliability and trust. For many of you, we failed to meet this expectation.
Put simply, we are sorry. I’m sorry.
Our team and I have been active in understanding the root causes of the issues, primarily attributed to the interruption of ACH and wire services. This has included frequent and active dialogue with our technology partners who support the Gateway platform. I have been resolute in making sure we fully remediate these issues, and we believe we’ve made great progress. I commit to you that we have the resources and sense of urgency that will lead to the resolution of the underlying conversion-related issues, and our teams are fully committed to execute while continuing to support you while we adjust.
If you still have questions or challenges with Synovus Gateway, please do not hesitate to reach out to us. Our customer care center, as well as our relationship managers and Treasury partners, are standing by ready to help.
I understand you have options when selecting a banking partner to support your business. We value your business, and we know that we must earn it every day. We appreciate your understanding in this difficult situation. We will learn from it, and we will get better.
Thank you for continuing to choose Synovus and trusting us with your banking relationship.
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