Date Received: 2023-07-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Tuesday, XX/XX/2023 at XXXX I received a text message from XXXX XXXX XXXX asking if I initiated a cash advanced transaction with Keybank for {$500.00} of which I immediately replied no. XXXX XXXX XXXX then responded with a text stating that my account was restricted and instructed me to file a claim. I quickly logged into my account and was met with another message asking about the same {$500.00} Keybank transaction in which I clicked on decline. As I reviewed my checking account, I noticed that there had been three ( 3 ) {$500.00} cash advanced Keybank transactions of which I also did not authorize. The text message alerted me of a fourth attempt to withdraw another {$500.00} from my checking account. At this point, my checking account had been overdrawn and the transaction was taking the money from my savings account. I immediately called XXXX XXXX XXXX to notify them of the four ( 4 ) unauthorized {$500.00} Keybank transactions of which they were able to stop the last one since I declined it. I clarified to the XXXX agent that I had my debit card in hand and was in no way at any of the Keybank locations nor did know of this banking institution. I also explained that I habitually and regularly review my banking account information every morning as I start my day to make sure that my finances are in order as I had done earlier that morning in which my money was still in my account. The XXXX agent had no sense of urgency and was making claims that I had already filed a claim for these transactions the night before of which was not true since the issue just took place a few minutes prior to my call. In a juvenile and nonchalant nature, he continued to argue with me and insist otherwise as he was only reading what he saw on his screen of which I then requested to speak to a supervisor. That supervisor was not privy to my transaction issue as the previous agent did not update her on the matter. As I had to once again explain what transpired and clarify that I had not yet filed a claim. She then confirmed that the previous agent was incorrect and a claim had not been opened and stated that she could proceed with opening a claim. I followed up with asking her why the bank could not put a hold on the first {$500.00} transactions as I have lost {$1500.00} of which I needed to pay rent due that week and urgently needed my money back. In a rude and unprofessional manner, she interrupted me to say that she had no control over what was taking place and she could not do anything over the fact that I have lost that amount of money. She then proceeded to transfer me to the fraud department without confirming that she had filed a claim on my behalf nor did she read me any disclaimer confirming the opened claim. Therefore, I did not know that a claim was opened when I finally spoke with the fraud department. To note, this subpar and inconsistent misinformation by XXXX agents were consistent throughout the coming days in which I followed up with XXXX regarding this matter. Most recently, on Tuesday, XX/XX/XXXX, I received an email alert from XXXX stating that a {$1000.00} credit was provided to my checking account. I called their account services and they stated that it was due to a claim that I had opened on that day of which I did not do. I told the agent that this was an error and untrue as I have not called XXXX regarding any claims since early XXXX. I was then transferred to the Debit Card Claims Department of where the agent there, after hearing my explanation, clarified that from the previous claim of {$1500.00}, {$500.00} of it was found to be an error and credited back tome permanently but that the remaining two ( 2 ) {$500.00} were not and the claim was closed either by accident or as an error. As such, instead of the XXXX personnel continuing the investigation of the remaining {$1000.00}, they closed that existing claim and opened a new one for the just those {$1000.00}. None of that made sense to her entirely but she assured me that it is still being further investigated and she would also file [ yet ] another complaint about XXXX mismanagement. On Friday, XX/XX/XXXX, I received a robust letter from XXXX Resolution Specialist, stating that in fact {$500.00} of the {$1500.00} claim were found to be an error but that the last {$1000.00} were legitimate and that I was responsible for them. He then falsely alleged that I called XXXX on XXXX to dispute this conclusion and had a claimed opened of which is not true. Yes, I called XXXX on XX/XX/XXXX as I stated above but I called to inquire on why I had been credited {$1000.00} into my checking account not knowing anything about a new claim and therefore, I could not have possibly called to dispute of a resolution and open a claim that I did not have any knowledge of. This is just another example that further demonstrates the high inadequacy of XXXX personnel. This robust letter by the Resolution Special provided no information to substantiate why a portion of those {$1500.00} were to be an error while the other were legitimate. How is that possible when all three of those {$500.00} unauthorized transactions took place seconds to minutes within each other and all from the same Keybank branch of XXXX? Additionally, the Consumer Financial Protection Bureau states that if money was taken from my account as a transaction using a debit card or electron fund transfer, that I may have protections under federal seeing as how I acted immediately to report the fraud. XXXX XXXX XXXX has not specified Keybanks actions or response regarding this matter but I am holding them liable as well as the fraud was committed through their banking institution branch and they do not seem to have any interest or urgency to diligently seek the truth as to how this happened. I am filing this complaint against Keybank as a means of holding them accountable, in addition to BoA, as they have significantly failed to investigate and track my stolen funds which ought to be rightfully returned into my account. In XXXX XXXX XXXX determining that the remaining two ( 2 ) {$500.00} transactions, totaling to {$1000.00}, implies that that Keybank is either not conducting a thorough investigation for these unauthorized and fraudulent transactions, or they are falsifying information to XXXX to substantiate these transactions as legitimate in order toto absolve themselves from being liable in paying back the {$1000.00} that were stolen from me. Again, none of these transactions were initiate or authorized by me. Furthermore, I have tried several times to contact Keybank through customer service phone number, however, I am not able to get through without entering an account number of which I do not have. Should it be necessary, I am more than willing to sign an affidavit stating that the aforementioned transactions are fraudulent.
Company Response:
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was hacked. I was told that the account had to remain open for the investigation and no money will be able to be taken out. Somehow the hackers was able to take out {$6800.00} and the account was overdrawn. Two direct deposits was made into the account for {$2500.00} and the bank is saying that because they wasnt able to get the {$6800.00} taken out of an account the told me was restricted I was being held liable.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2023-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened an account with Keybank in XXXX, XXXX, NOT XX/XX/XXXX as provided to the Federal Trade Commission. I deposited over {$250000.00}. When I opened the account, the branch did not inform me of services offered by Keybank that would notify me when my card was used, or a transaction was being made. I was not notified when my card was being used and whether I authorized the purchase or made the purchase. The representative in the bank was only interested in creating accounts that would provide her with bonuses within the companys structure. I tried to using the money in my account to get a loan to purchase my first car. The bank would not finance my car. They would not extend a loan to finance my car. This would have provided me an opportunity to make a small down payment to the dealership and make monthly payments through my account at the bank. I also applied for a personal loan with Keybank. I used my car, that I paid for in full, because the bank wouldnt finance it for me, as collateral for the personal loan. The loan was denied. These things all happened because I am a XXXX XXXX man. If i were XXXX, I would have been extended the banks support to finance my car and approved for the personal loan. I know, matter of fact, that if I were XXXX that more information would have been provided to me to protect me from fraudulent transactions/activity, and a more thorough investigation would have taken place. I did not authorize a large number of transactions. Keybank has discriminated against me. I did not make the following transactions. I did not authorize the following transactions. I was not present nor did I present my debit card or my credit card when the following transactions were made. Keybank has determined that my card ( with chip ) was presented by me and in my possession. This is false. As of today, XX/XX/XXXX, Keybank says the following transactions were mine : XXXX*Dispute Case : XXXX {$8300.00} ; and Dispute Case : XXXX {$2000.00}. These transactions were not made by me. I would like to point out that in the documents Ive received from Keybank, they state, Please keep in mind that our investigation can take up to 45 days to complete. And, Please keep in mind that our investigation can take up to 90 days to complete. And, Please keep in mind that our investigation can take up to 2 full statement cycles from XX/XX/XXXX. Their investigation so far has taken all of 7 business days with them mailing me a letter yesterday, Sunday, XX/XX/XXXX, which is not a business day. There are additional fraudulent transactions that I have not received any communication from Keybank : Dispute Case : XXXX {$12000.00}. Dispute Case : XXXX {$20000.00}. Again, I did not make these transactions. I was not present when they were made. I did not authorize these transactions. Keybank states that my chip was present for the transaction. However, I didnt authorize the use of my card. I was not present. I am asking CFPB to investigate my complaint against Keybank and investigate the chip and demand the return of the monies taken from me? Theyve allowed my money to be stolen and have not provided any additional information to support their decision. I am disappointed and angry. I regret opening an account with Keybank. Their decision has caused emotional distress, XXXX and XXXX. This money is mine and I have not been treated as a human being. I have been treated as if my money doesnt matter. I have been devalued and disregarded by Keybank. My money was stolen. Keybanks response is that the card was in your possession at the time. No it wasnt. What the representative asks if the card is currently in your possession. If the card isnt lost or stolen Keybank completely discredits your claims. Their response has caused me to look up ways this could have happened and has happened to other consumers. Banking institutions are behind the mark when it comes to catching individuals who are able to use your card without your authorization. Ive been reading about things like XXXX and skimming and all sorts of things. No one was authorized to make these purchases. I was not present when these purchases were made. Without question, this conclusion is founded in race. I was discriminated against by Keybank and its staff. Without question, Keybanks commitment to diversity equity and inclusion does not mean that XXXX XXXX customers will receive the same respect, communication, information, trust and support as its XXXX customers. The staff at their XXXX branch in Oregon discriminated against me based on my race. Again, I only learned about Keybanks transactions authorization notification over the phone with the representative on XX/XX/XXXX. I was not informed otherwise. I demand the return of my monies. Keybanks investigation is flawed and biased.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: You have already sent a couple of letters on my behalf to Key Bank. Talking to one of their fraud people today. They are not looking any further into it no matter what they are telling you. I was advised today that I should get in touch with the merchant and take it up with them. What Merchant, they have given me 2 different merchants and neither of them make any sense. One is in XXXX and the other in XXXX Texas. So which one, then at that end of the conversation the fraud agent told me maybe I should hire a lawyer. What?
Company Response:
State: OR
Zip: 97080
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My mother, who XXXX XXXX, had an account at Key Bank. I am the executor of her estate. For the last almost XXXX months I have been requesting records of her account for the years XXXX XXXX XXXX along with any XXXX tax forms. Every attempt has met with resistance, stalling, stonewalling, or outright refusal to allow me the documents. I have went certified mail letters to their CEO and general counsel, which resulted in a reply which was another obvious stalling form letter from someone with no last name, saying that they have been trying to contact me ( garbage ). Several calls to the number in the stalling letter resulted only the ability to leave a message. There have been no replies to the messages. The executor, after having duly qualified, essentially stands in the shoes of the depositor in terms of what he or she may request of the bank. Thus, just as the decedent, during his or her lifetime, could have requested statements and the like from the past, so may the executor. All dates are shown on the attachments.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The bank closed the account and stopped all activity.
Company Response:
State: OH
Zip: 45036
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX XX/XX/2023 : Opened account with XXXX XXXX ( FDIC XXXX # XXXX ) XXXX XX/XX/2023 : Transferred {$8500.00} and set up an allotment for my military pension into the account. Sometime between XXXX XX/XX/2023 : I attempted to log in to my account and found it was locked. I contacted the customer service number provided ; the representative told me that " it is routine to lock accounts whenever a transfer is made, because it is online banking '' ( paraphrased ). This sounded questionable but I was unable to press the issue and waited the requested amount of time. XXXX XXXX - present : I am still unable to access my account. I have contacted customer service at least 5 times and no one is able to provide an answer on when I will be able to access my money. XXXX XX/XX/2023 : I received a letter stating that since I have not logged in to my account, the bank will switch me to paper statements AND CHARGE ME FOR THEM.
Company Response:
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I went bankrupt on a Key bank account for a mortgage on my house in XXXX. In XXXX, my son was XXXX XXXX XXXX and I signed up to have a joint bank account with my son at a Key bank. Key bank withdrew {$300.00} from my son 's checking account that had my name attached to the joint account through Key bank. Initially, I have contacted the bank institution in Iowa for unfair bank business transactions. Within the past 4 years, reached out to Key bank to resolve the issue and get a refund from Key bank. Key bank representatives tell me that they can't find the account in their system from XXXX to correct this error of stealing the money out of my son 's Key bank account in XXXX for a Key bank bankruptcy account. I sent all information to Key bank to show the account number associated with the issue. I had to reimburse my son for the money that Key bank illegally took from my son back then!
Company Response:
State: NY
Zip: 14616
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Unable to add my KeyBank debit card to XXXX XXXX. Called Key on XX/XX/23 spoke to agent who advised me I need to contact XXXX and that is not the case this issue has to be fixed within the bank that issued the card witch is KeyBank. I then escalated to a supervisor XXXX who wanted to tell me the same thing. Ive been through this before with other financial institutions the ignorance, incompetence and lack of training to resolve this particular issue is above me. The error given even states CONTACT CARD ISSUER. Am I not getting it?
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: So what happened was I ordered something off a website on XX/XX/XXXX and it was supposed to be delivered to me on XX/XX/XXXX so what happen was I payed XXXX on my key bank and my XXXX as well to get the item this guy name XXXX XXXX XXXX XXXX said I have to pay another additional shipping for my package he was telling me to pay XXXX and the package was coming from XXXX XXXX so when I payed hes talking about I have to pay more and the company also said that too so I talked to key bank and XXXX to get a provisional credit and I also sent over documents as well so they both denied my claim and XXXX closed my account for no reason so everything about the guy that scamed me will be in the documents my key bank claim number is XXXX my XXXX claim number is XXXX.
Company Response:
State: OH
Zip: 45215
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A