Date Received: 2023-03-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 I went to a restaurant, used my new Keybank debit card and my transaction was declined. I was very confused, but thought something was wrong with the activation of my new debit card. I had just activated it the day before. The next day, I called the local branch to see what had happened. I was told that my account was under investigation because a deposit was made from a XXXX account but the names didn't match up. This is simply because I use my business name for my XXXX, not my actual name. I had done this for four years with my prior account that was at the same bank, without incident. The deposit amount was very small ( five cents ) because it was a standard verification deposit that is done whenever someone links a XXXX account to a new debit card or checking account. I was told that if I came into the branch and showed my ID, they would lift the restriction. Keep in mind, at this time, I was unable to even log into my online banking to see the status of the account or how much money I had. When I went to the branch to show my ID, they told me they were unable to lift the restriction. They called the fraud department and the person who flagged my account refused to lift the restriction even though I was at the branch showing my ID and saying that it was okay, there was no fraud going on. I was told that it could take up to ten business days for them to decide what they wanted to do about the situation. I would have no access at all to my account or my money for ten business days. I was devastated. The next day I directly called the fraud department at Keybank, spent 44 minutes on the phone with them, and was told the same thing. They also said that it was entirely up to this one man ( the man who flagged my account in the first place ) to lift the restriction. I feel financially violated, disgusted, and that this whole situation was a huge breech of trust. I don't see how what they are doing here could possibly be ethical or legal. As it stands, I still have no access at all to my account, my funds, and no clue when the situation will be resolved. It feels like my account was hijacked by Keybank and that nobody will help me. I highly discourage anyone from using or trusting this institution.
Company Response:
State: CT
Zip: 06108
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a complaint ID XXXX XXXX. My complaint is with Key Bank. They responded to my complaint that the status of our dispute is closed. I still have not been refunded my money. I know that key Bank is responsible for restoring my funds. They now say that they are waiting for XXXX XXXX XXXX to refund the money to them. They have to XX/XX/XXXX. If they do not refund the not to my bank, they plan an sending me a letter stating that my money will not be refunded.I find this unacceptable. My case number with key Bank is. XXXX Phone XXXX XXXX XXXX.
Company Response:
State: OH
Zip: 43147
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX 2023 I woke up to a charge ( XXXX ) on my account and immediately called Key Bank to ask what the charge was for. They informed me it was a 3rd party phone company and gave me the companies number. I informed Key Bank at that time I was lead to believe I was making a XXXX XXXX bill payment and did not realize I was using a 3rd party company. I get free phone service through the govt and that my bill is only XXXX for my insurance and I made an error not realizing this company was not XXXX XXXX and that I would like to file a dispute for that charge. I also called the 3rd party number and asked for them to reverse the charge and they hung up on me. I also that day asked for a new debit card as I was concerned this company would take more money out of my account. The dispute was filed and my money was returned to me while the dispute was being reviewed. I also informed Key bank that I didnt receive any goods or services from this 3rd party company and basically I was hustled by a site that appears to be XXXX XXXX Today XX/XX/XXXX I woke up to the charge being reversed and the XXXX taken again out of my account. I called key bank and they informed me they closed the dispute and based it on the information sent by the 3rd part phone company. I was never contacted from the dispute dept on the status, never provided any paper work from anybody and explained that I already told them that I in error gave them my info believing it was XXXX XXXX. They said that they made their decision and I asked why they didnt contact me, provide me with the findings before taking the money from my account and that I didnt receive any goods or services from this company. They did not provide me with any documentation on my dispute until I called to inquire what the findings were and my account being overdrawn. Key bank did not keep me informed about my dispute, made a decision without speaking to me and allowed me as a consumer to be stolen from. I asked to reopen the dispute as I was not protected from a fraudulent charge. I want my money back and Key bank to acknowledge that they also victimized me as a consumer. I explained that my phone is free, I canceled my card as soon as I realized what happened, called the 3rd party company as well and filed the dispute. Never contacted again and a decision was made solely on documentation from the 3rd party that I was never provided with. My dispute was reverted and I was not contacted during the process instead again my account overdrawn. There was no due diligence during the dispute process for me the consumer and cant understand how they came to decision without ever speaking to me.
Company Response:
State: PA
Zip: 15239
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We were sent to collections for a bank fee with Key Bank that we feel is unwarranted and inaccurate. Since filing a complaint with them, they have waived the fee and interest associated with this issue, but have not removed it from our credit report. All our information is attached below.
Company Response:
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: account was open without my permission fraud.
Company Response:
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, my social security was deposited and XX/XX/XXXX, I went to the branch at key bank to withdraw the money and the agent said my account is closed, and had arguments about my money that under the law KeyBank doesnt have the right not to give me the money, I had went to another branch and had asks for my money because I needed it, telling me the same closed account and the money was returned, so I called the social security and they said its the money is there, so I have the social security talk to the key bank teller. and notified me that my account was closed, So i really need you to contact them immediately because its my 2nd time they done this to me, holding my social security, I had letters coming from the fraud department that I can reopen a new account but that money deposited already in new account number, So now after 7 days I finally got my money, to my new account at XXXX XXXX XXXX. and this bank account I have been so happy and XX/XX/XXXX my social security was deposited and same day I withdraw cash with no problem, I really want you to contact this bank because, I felt like racism is involved because they are not very nice people, especially that bank in the city of XXXX XXXX, so rude, holding my social security,
Company Response:
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: This is in reference to the Unemployment Keybank Card for XXXX New York, I would like to state the potential consequences for the damages suffered in the following case. The facts of the case are as follows : I reported fraudulent charges on their card to the unemployment office. The unemployment office requested that my client send a copy of their ID and the card number via fax. My client complied with this request, and shortly after, the funds were going to be used to put a down payment on a used XXXX for a total of {$40000.00}. However, the unemployment office has yet to send my clients card back since the information was faxed to them. Based on these facts, my client may be entitled to damages due to the unemployment offices failure to return the card. These damages include the cost of the car, as well as any additional expenses my client may have incurred as a result of not having access to their funds, such as late fees, interest charges, and the cost of alternative transportation. Additionally, there may be legal consequences for the unemployment office if it is found that they acted negligently or in bad faith. This includes fines or penalties, as well as potential civil or criminal liability. Today i was asked again to send my i.d . after confirming that this was done in XXXX and notified them of the fax and time. they still insisted today to fax the information that they already have.
Company Response:
State: NY
Zip: 13601
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: Key bank has taken my money and wont give it back even though XXXX XXXX which is who they took my money for has told them on A LOT of occasions I DONT OWE THEM! But for some reason they refuse to give my money back. The manager of the hotel has agreed to talk to them and has sent emails. Ive sent emails and so have XXXX. They still wont refund my money. I dont have a lot of money so I need it back ASAP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48227
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened a dispute charge back request to my bank, I gave the instruction by phone on XX/XX/XXXX under the claim XXXX XXXX, the bank never sent any letter or information about the claim. So I called a couple of weeks ago to know more about the status of the claim. From customer service they said that the claim was denied because was a face to face transaction, something that is not valid if the bank never requested more information. There are several stores that dont work with the stock of items on the same store like XXXX or XXXX XXXX. I reopened the case and sent the invoice showing that shipment service was paid and requested to the store, but the bank also closed the case the same day of reopened without any valid reason. If the bank wants to help the customer and proceed how was instructed they will sent any letter or notification requesting more information about the case or a letter explaining more.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Unopened an account with KeyBank online on XX/XX/2023. I was working out of town in XXXX, Oregon. On XX/XX/XXXX the owner of the company brought us our paychecks. I went to the key Bank in XXXX to cash or deposit my paycheck. They told me there was a restriction on my account which didn't make any sense because I just opened it. They asked me for verification of my address and social security number. I provided it right then and there with the XXXX manager XXXX XXXX in XXXX, Oregon. He was on the phone. They lifted the restriction. They took my check deposited. It gave me {$300.00} of it. So they said it would take a couple days but the restriction was lifted. I called on Saturday 3 days later they told me the restrictions were still there. I am currently working in XXXX, Oregon. I'm at the key Bank branch and sublimity Oregon after sitting on hold and talking to XXXX different people over the last hour, the holds are lifted. They check was cleared and yet I'm still sitting here. They're not giving me any of my funds
Company Response:
State: OR
Zip: 97060
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A