ComplaintsforKeyBank

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Aug 2023, my husband received a text from KeyBank flagging a ***** ****** transaction as possible fraud. I immediately checked our acct & noticed tons of fraudulent transactions nearing 1K or more. I didn't recognize any of the merchants--all were in & around *******, ***-a state we've never been. We live in ** & haven't traveled out of state (sans **) in at least 11 yrs. We've been Key acct holders for nearly as long, so this should be evident in our acct history. We pointed out every fraudulent transaction w/ a Key rep & received provisional credits next day. These became permanent as Key found them to be fraud thru their investigation. Now, Key has decided some transactions were NOT fraud & will be withdrawing that $ from our acct. They claim: "Your physical card was present when the transaction occurred, "the card was in your possession," &, "we have found conflicting info from your card & recent banking activity." I called & begged them to explain to me HOW my husband swiped his card @ a shop in ** AND a restaurant in ** on the same day? PLEASE tell me how my husband was "present" @ the time of these transactions. Did he drive there? Did he fly? Where are the purchases for gas across multiple states if he drove? Where is the transaction for airfare if he flew? We know not a single soul in **, so where did he stay? My husband would need a body double to be in *******, of all places, while also working 10hr shifts in ** where we live. I asked which "investigators" we could send our ********* activity, punch cards, pay stubs, statements from our bosses & fam members. Her answer was that we can't. Interesting. The Key rep was able to 're-dispute" our case, after saying she couldn't, but can't guarantee the $ won't be taken from our acct on 11/17. I have 0 faith Key will do the right thing. We will be closing our acct regardless. If forced to pay for a scammer's shopping spree states away, we will be filing a complaint with the CFPB as well.

  

  Business response

  01/05/2024

  Dear Mrs. *******:

  This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding the partial
  denial of a dispute that was filed on the Account. We regret the frustrating experience you’ve had and
  would like to share the results of our investigation.

  On August 15, 2023, unauthorized transactions posted or pending on the Account were reported over the
  telephone, and a dispute claim was filed for a total of fifteen (15) transactions. Your Account was
  provisionally credited while we conducted our review.

  On November 9, 2023, we informed you in writing (enclosed) of our findings for a total of five
  transactions filed within your dispute claim, “We have found conflicting information with your claim from
  our review of your card information and recent banking activity. It is our determination the disputed
  transaction(s) were authorized.” The letter advised on November 17, 2023, the previously issued
  provisional credit in the amount of $81.90 would be reversed from your Account. The remaining
  provisional credit of $1,035.90 was finalized on November 11, 2023 when the remaining transactions in
  the claim were approved (see enclosed letter).

  Upon review of the information provided in your filing with the BBB, as well as your interactions with
  Customer Service, we determined an error occurred when the claim was filed in which two transactions
  were included that were not reported as unauthorized. We sincerely regret any frustration and
  inconvenience this may have caused you. We use client feedback, both positive and negative, to reinforce
  or improve our delivery and servicing of client Accounts. We appreciate you bringing this to our
  attention, and please be assured it has been addressed internally with the appropriate personnel. On
  January 2, 2023, we removed the two transactions in the amounts of $20.00 and $9.00 from your claim
  and reopened it. Enclosed is the letter that was mailed on that date as confirmation. Once the new
  investigation into the three remaining transactions totaling an amount of $52.90 is complete, you will be
  notified by letter of the outcome at a future date once the case has officially concluded.

  If I can be of further assistance, please contact me, citing the case number above, at **************. For
  clients using a TDD/TTY device, please call **************. We are available Monday through Friday
  from 8am to 7pm Eastern time. 

  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.

  Sincerely,
  Jessica B.
  Enterprise Client Relations

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Case is as below: (this is an urgency situation) My sister wire transferred $80,000 (40,000+30,000+10,000) from her ***** **** account to my KeyBank account for the investment of gold index (******), the KeyBank froze the money and didn't send it out to my ****** account. The investigation department of KeyBank started review and investigation from Sep. 14, 2023, it took almost three weeks for nothing progress, when we requested update, they told us we need to offer the notarized resources documents, we provided the documents upon request on OCT13, 2023. We heard nothing updated from beginning until today, every time when I called the KeyBank, or the department, they told me to visit the branch bank, but when I visited Branch Bank they told me they never received any update even they requested, our money looks like drop into a black hole, there are 53 days past, I have only received the words: "we are reviewing now", Also they closed my account and caused me lost to receive the airline ticket refund. We urge KeyBank deliveries our money as soon as possible without delay

  

  Business response

  12/22/2023

  Dear ********* **,

  This letter is in response to your issue filed with the Better Business Bureau. We regret the frustrating experience you’ve had and would like to share the results of our investigation. Review of the Account found on September 11, 2023, a wire transfer in the amount of $10,000.00 was deposited into the Account. Subsequently, you sent a wire transfer in the amount of $10,000.00 on September 12, 2023. However, on September 13, 2023, the wire transfer was returned in an amount of $9,996.00 with the reasoning received by KeyBank that the transfer was sent to a closed account. Also on September 13, 2023, two wire transfer deposits were received in amounts of $30,000.00 and $40,000.00. On September 14, 2023, the enclosed notice was sent to your address on file to advise KeyBank was placing a hold on the Account as we had identified potential suspicious activity, and on September 15, 2023, the enclosed notice was mailed to advise we intended to sever our business relationship. Per Section 16 of the enclosed Deposit Account Agreement and Funds Availability Policy you received at Account opening, “We reserve the right to close any or all of your Accounts at any time for any reason whatsoever.” We removed the funds from the Account that were received from the wire transfer deposits, an amount of $79,940.82, on September 19, 2023. The Account was closed on September 28, 2023. Please be advised KeyBank is currently following our internal process for returning the funds to the financial institution from which the wires transfers originated. Your concern pertaining to the timeframe involved to investigate the wire deposits was reviewed, and it was found no delay occurred. We also reviewed your interactions with Customer Service and your local branch, and found proper procedure was followed. If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern time.

  Sincerely,

  Brad P.

  Enterprise Client Relations

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a Loyalty checking (ending 3222) which I have had for some time now and I get a good amount of my paycheck directly deposited into this account biweekly. I have contacted this bank THREE times via email AND via the in app message feature since September 2023 with NO reply. This is the worst customer service I’ve ever experienced with a bank. My complaint is regarding overdraft fees - one of which I never should have been charged! On Sept 5, 2023 my account had gone -$14.33. I then received a $20 overdraft fee on 9/5/23 although I’m not supposed to receive an overdraft fee until my end of day balance is MORE than -$20, which I was not!!! The following day an auto payment for $79 went through and I was then charged another $20 overdraft fee. I had originally contacted ****** road to find out why the first fee was charged when I was not more than -$20… and I was also requesting that these fees be waived this one time as a courtesy as I had never received an overdraft fee and most banks kindly waive the first instance. Sadly, I’m I never received ANY response and I know these messages have gone through because l have used the email address as well as the message feature on the app in the past and received responses! I want my $40 back! Honestly, with such terrible service, I mine as well switch the rest of my direct deposit to my other bank account!

  

  Business response

  10/18/2023

  Dear **** *******,

  This letter is in response to your concerns filed with the Better Business Bureau. We regret the frustrating experience
  you’ve had and would like to share the results of our investigation.

  We found that all charges were assessed in accordance with the ****** Road Deposit Agreement and Funds Availability
  Policy as well as the Personal Checking Account Fees and Disclosures provided to you when the Account was opened.
  Enclosed, please find the most recent versions for your reference. As a gesture of goodwill, on October 12, 2023, we
  refunded overdraft charges of $40.00 to the Account. This refund will be reflected on your next statement.

  Regarding your concern of the overdraft charge assessed to the Account on September 5, 2023, we found no error was
  made. Please refer to the enclosed notice sent on September 6, 2023. As reflected on the notice, the $15.94 ***********
  transaction overdrew the account by $14.33, then the $79.00 signed purchase from ******* ******* put the Account
  balance to - $93.33. Please be advised pending transactions are included in the available balance. Therefore, an overdraft
  item charge was assessed accordingly.

  Furthermore, we found no messages from you while signed into your online banking. However, ****** Road did receive
  emails from you, one of which was sent on October 1, 2023, in which you were requesting overdraft charges to be waived.
  Our records confirm on October 2, 2023, an email response was sent asking you to contact the ****** Road Premium Care
  Center.

  Thank you for allowing us to serve your banking needs and contribute to your financial wellness. If I can be of further
  assistance, please contact me, citing the case number above, at 1-800-625-3256 For clients using a TDD/TTY device,
  please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern time.

  
  Sincerely,
  Brad P.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I deposited a $4,798.20 check in my ****** Road checking account on August 7, 2023. I've been a ****** road custom since August 2, 2023. This check was from my insurance company to replace my roof, which had blown off in a storm. The check was endorsed by myself, my wife, and my mortgage company. ****** Road placed a hold on the check, which is fine, but later restricted my entire account due to suspicions around the check. They refuse to review my case and have left me hanging for 11 business days, with my money held hostage in the meantime. ****** Road refuses to release my money and close my account. I'm seeking the money back that I deposited into the bank. They sent me written communication on August 24 stating that they would close my account and mail me the balance, and now, 6 business days later, I've received no check and my account status is still in limbo. I'm seeking the full balance of my ****** Road checking and my ****** Road savings accounts returned to me. I want nothing further to do with this bank, furthermore, I want them to drop their threat to report these actions to my credit bureau.

  

  Business response

  09/22/2023

  Please review, our signed response dated September 22, 2023, and enclosures.

  Dear ****** *. *****:

  This letter is in response to your concern filed with the Better Business Bureau (BBB) regarding your
  Checking Account and Savings Account. We regret the frustrating experience you’ve had and would like
  to share the results of our investigation.

  On August 7, 2023, a mobile deposit in the amount of $4,798.20 was made into the Checking Account.
  On August 8, 2023, a hold was placed on the deposit for a reasonable cause to doubt collectability, and
  the enclosed notice was mailed to your address on file. As stated on the notice, the funds were available
  on August 12, 2023. On August 23, 2023, a restriction was placed on both the Checking Account and
  Savings Account, and the enclosed notices were mailed while KeyBank began an internal review.

  On August 30, 2023, we advised within the enclosed mailed notices that KeyBank intended to close the
  Checking Account and Savings Account within no sooner than five business days. These letters also
  stated that the closures may be furnished to consumer reporting agencies. However, on September 8,
  2023, we were in receipt of the signed and notarized Sworn Statement that you completed. Our internal
  review thereafter concluded on September 11, 2023, and the enclosed letters were mailed to advise the
  restrictions had been lifted from the Checking Account and Savings Account, and they would no longer
  be closed by KeyBank. As our decision to exit our relationship with you was revoked, there was no
  furnishment to any consumer reporting agency. However, if you still wish to close the Checking Account
  and Savings Account, please contact our ****** Road Customer Service team at 1-833-427-2265. Agents
  are available Monday through Friday from 8am to 9pm Eastern Time.

  Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act (FCRA),
  which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable
  cause to believe is inaccurate to a consumer reporting agency.

  Thank you for allowing us the opportunity to review and address your concern. If I can be of further
  assistance, please contact me, citing the case number above, at 1-800-625-3256 For clients using a
  TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to
  7pm Eastern time.

  Sincerely,
  Cheryl Lyne R.
  Enterprise Client Relations
  Office of the President

  Customer response

  09/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m a small business owner from *** ***** **. I have business account with KeyBank. Scammers got access to my account. I notified KeyBank immediately. They was able to stop the money from being taken out of my account but they told me they had to keep the account open to do a trace on the scammers but no money could be taken out of it. I told them that a direct deposit will be made into the account and I would prefer to close it. They told me don’t worry money can be put in but no money can be taken out. Somehow the scammers was able to take out $6800 of an account that had no money in it. Then I had a direct deposit hit the account. I was assured that I would get my deposit back. I waited a few weeks another direct deposit was made into the account. I went to the back to the back to inform them of this deposit. I was told it was nothing they could do. I was responsible for the money that the scammers took out the account and they was keeping my direct deposits!!

  

  Business response

  08/22/2023

  Dear Mr. ******:

  This letter is in response to your concern filed with the Better Business Bureau regarding the Account. We regret the
  frustrating experience you’ve had and would like to share the results of our investigation.

  We previously responded to this concern when you filed it with the ******** ********* ********** ****** (**** Case
  No. ***************). For your convenience, please see our response to that concern enclosed. A review of the case
  resulted in our previous response remaining the same. Asthe compromise of your online banking stemmed from a thirdparty obtaining your personal information, we utilized our sole option for recovering the funds from the receiving
  financial institution, and this was denied on May 10, 2023.

  Additionally, and as explained previously, your direct deposit funds were used accurately as KeyBank’s right of set-off
  due to the Account’s overdrawn status. Once applied, the Account had an overdrawn balance of $1,523.00. A copy of the
  most recent Account statement is enclosed. You may remit the funds owed at any time at a KeyBank branch or have a
  payment processed over the phone by calling our Overdraft Recovery Team at 1-866-325-9707.

  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
  TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern time.

  Sincerely,
  Eileen K.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with a mailed $400 promotion if I establish direct deposit within a certain amount of time, was very careful to put the promo code in online, established direct deposit as required, and did not get the promotion. I called my local KeyBank branch and they said they didn’t see a promo code in there but that I should have qualified for one and that they would add on a $200 promo code after the fact instead. Nothing happened.

  

  Business response

  01/12/2024

  Dear **** *****:

  
  This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding a
  marketing promotion you did not receive. We regret the frustrating experience you’ve had and would like
  to share the results of our investigation.

  
  On March 27, 2023, you opened the Account online. We have no record of any marketing code being
  entered during the application process. Additionally, we have no record of mailing you any direct account
  opening offers in 2023. In reviewing this matter with your local branch, we were unable to substantiate
  your claim that they offered any alternative promotional offer. On August 1, 2023, the Account was
  closed at your request. As we have not found any bank error in this matter, we regret that we are unable to
  offer you the promotional bonus.

  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 6pm Eastern time.

  
  Sincerely,

  
  Cheryl Lyne R.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent business details to the bank after depositing my business check into my personal account and they want me to bring the check issuer to the branch which is impossible because it’s a corporation. They have done nothing to help resolve the issue and the bank is holding my funds hostage.

  

  Business response

  08/25/2023

  Dear Mr. *****,

  This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
  experience you’ve had and would like to share the results of our investigation.

  Our records confirm a check in the amount of $4,990.49 was deposited into the Account on May 3, 2023.
  As a result of the check being payable to a party not listed on the Account, the enclosed hold notice was
  mailed to you on May 4, 2023. Furthermore, on May 4, 2023, the Account was restricted due to the
  checks not being paid to you (see enclosed notice). On May 18, 2023, the Account was closed in
  accordance with the enclosed Agreement. For your records I have enclosed the letter sent to the address
  on file.

  We found that the hold was placed, and funds made available, in accordance with the KeyBank Deposit
  Agreement and Funds Availability Policy (“Agreement”) provided to you at account opening. (Most
  recent version is attached.) Section 3, Deposits to Accounts, states “All deposits you make are subject to
  "proof" by us. This means we reserve the right to review the cash, checks or other items deposited to
  confirm the amount of the deposit and that all checks and other items are properly payable… If a check or
  other item was not properly payable, we can decline to credit your Account for the amount of the check or
  other item.”

  On May 25, 2023, during your phone call with KeyBank’s Fraud Client Services it was advised the owner
  of the business would need to visit a branch with photo ID to have the funds released, and supporting
  documentation be provided. On May 30, 2023, documentation was receieved, however, KeyBank deemed
  this documentation to be insufficient.

  Lastly, it was found multiple phone calls were made to KeyBank’s Fraud Client Services including the
  phone call made on June 21, 2023. During these calls you were reminded the owner of the business will
  need to visit a branch with photo ID for the funds to be released. Ultimately, the funds cannot be released
  to you as the checks were not made payable to you.

  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 7pm Eastern time.

  Sincerely,
  Brad P.
  Enterprise Client Relations

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing in regards to my auto loan with keybank (Account # *************) In April 2023, I was ready to make the final payment on my vehicle and was given the address to mail the final payment to. My on time check was mailed on 4/18/23 and cashed by keybank on 4/24/23. However, this payment was never applied to my account and after endless calls to keybank I was continuously told to “wait” for the payment to post. My account eventually showed as past due, charged a late fee, and severely impacted my credit (-110 points). After getting nowhere from calling keybank, I made the payment again on June 5th 2023 (this time online). I have now made the same payment twice, was charged a late fee and have had my credit negatively impacted. I’ve made endless calls to Keybank, submitted a general inquiry on their website which went unanswered, opened a case with their escalation team and emailed ******* ******* whose name is listed on their website as the “Payments and Digital Banking“ contact. I’ve also opened a case with my bank (******** ****). I’m requesting a refund of the second payment + all fees in addition to correction of my credit score. Thank you, *****

  

  Business response

  07/05/2023

  Dear ***** ****:

  
  This letter is in response to your issue filed with the Better Business Bureau regarding payment to you
  Loan. We regret the frustrating experience you’ve had and would like to share the results of our
  investigation.

  
  Our investigation located your check for $1558.87 cashed April 24, 2023. The payment was not applied
  correctly due to an inadvertent error. A refund check in the amount of $1558.87 was sent on June 23,
  2023.

  
  Additionally, the payoff received June 5, 2023, has been reapplied as received April 24, 2023. This
  corrected the credit reporting, interest accrued, and late fees charged between April 24, 2023, and June 5,
  2023. As a result, you will receive an additional refund check in the amount of $18.81, which will be sent
  July 3, 2023.

  
  Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act (FCRA),
  which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable
  cause to believe is inaccurate to a consumer reporting agency.

  
  Thank you for allowing us to investigate this matter on your behalf. If I can be of further assistance,
  please contact me, citing the case number above, at 1-800-625-3256. For clients using a TDD/TTY
  device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern
  time.

  
  Sincerely,

  
  Joann **
  
  Enterprise Client Relations

  Customer response

  07/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  
  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reported Theft of my Debit PIN Number, by my ex, who I have a Protective Order now against, to the bank. I said that he had access to the card, but NEVER the PIN. My ex had use of by Debit card , without PIN number, to use to purchase items for home remodel. I did this because I had just had surgery and was laid up for several months. I noticed irregularities and I come to find he lied about his Information, to hide a pattern of these crimes in his past. I reported the stolen card, through the bank's website, and disputed the transactions. The bank first ran the dispute on the WRONG account. We redid the dispute and they denied it because they said I did not revoke the card. That is UNTRUE. They confirmed that the card was indeed reported stolen. So, they have no reason NOT honor the claim. They honored the PURCHASE that was unauthorized....but not the ATM? They can see that HE TOOK THE MONEY and is not named on the account. I NEVER gave him the PIN.

  

  Business response

  06/21/2023

  Dear ****** ** ********:
  This letter is in response to the above referenced issue filed with the Better Business Bureau
  (“BBB”)
  Please be assured we are actively reviewing your concerns; however, have not yet reached a final
  conclusion. We will provide a written response fully addressing your concerns as soon as our
  review is complete.
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-
  3256. For clients using a TDD/TTY device, please call 1-800-539-8336. We are available
  Monday through Friday from 8am to 7pm Eastern time.
  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
  Sincerely,
  ****** **** *.
  Enterprise Client Relations
  Office of the President

  

  Business response

  06/29/2023

  Dear ****** *. ********:

  
  This letter is in response to your concern filed with the Better Business Bureau (“BBB”) related to your
  Account. Our records confirm we received your original BBB complaint on June 6, 2023, and on June 20,
  2023, we sent our interim response (copy enclosed) through the BBB portal. On June 21, 2023, we
  received your rebuttal through the BBB portal. We regret the frustrating experience you’ve had and would
  like to share the results of our investigation
  On May 11, 2023, you contacted our Customer Service team and reported all ATM transaction
  withdrawals, merchant cashback withdrawals; merchant withdrawal fees, ATM balance inquiry fees, and
  all associated bank fees were unauthorized from January 5, 2023, to present. Pursuant to your request, the
  following claims were opened on your behalf: *********** and ***********.

  
  On May 16, 2023, the enclosed correspondences were mailed to your address on file advising that all
  claims were denied for the following reason(s); You indicated that you previously authorized a second
  party the use of your Debit Card and the person you authorized was not a signer on your account. By
  providing your card to a second party you granted authorization for use of your card. Our records do not
  indicate you revoked this authorization and therefore the transaction(s) are valid.

  
  In order to obtain additional information from you related to your claims, we attempted to contact you via
  telephone on June 21, 2023. A voicemail was left at that time and unfortunately, we have not yet received
  a response. In order to further review your claim number *********** and ***********, please
  provide us with a copy of the police report(s) and/or copy of the restraining order in place. You may visit
  your local Hunting Valley branch directly or you may forward the to the following email:
  [email protected] and or fax number 1(855) 286 2988.
  Please take this opportunity to review the enclosed Electronic Funds Transfer (“EFT”) disclosure Section
  1 (this disclosure was made available to you during the Account opening).

  
  For tips on keeping your personal information secure, we encourage you to review the resources available
  at the Federal Trade Commission’s website: ***********************************************************************************. Their website also has lots of other great information on topics such as
  computer security and stopping unsolicited mail, phone calls, and email.

  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256 For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 7pm Eastern time.

  
  Sincerely,

  
  ****** **** *.
  Enterprise Client Relations
  Office of the President

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  I have sent the Restraining order to the bank FOUR separate times.  I am attaching EVERYTHING again. I have done this OVER AND OVER.  I reported the card STOLEN in APRIL via the WEBSITE.  you reversed the $214.00 charge at ******* on 07APRIL, for which he had no permission to use the card.  I LOCKED it around 08 APRIL until I could sort everything out.  I was RUNNING FOR MY LIFE! Look at his CRIMINAL HISTORY. He has charge after charge for doing the SAME THING and was either found guilty or PLEAD guilty.  Why do I have to KEEP submitting the SAME over and over....

  I attached the EMAILS that I sent 24APRIL and 23MAY.  BOTH contained the ORDER OF PROTECTION and his CRIMINAL BACKGROUND so you see he has done this many times before.  Yet, you continue to ignore these items.  I have done EVERYTHING requested and you say I have not done my part.  You are DISHONEST.  You should be ASHAMED.  I was busy trying to find a new home, since I was forced to live in a hotel for weeks. I had to worry about my SAFETY and now you are trying to wiggle out of this by saying, first, I didn't report it (but you reversed the ******* charge but not the rest) second, that I did not respond with the documents, third, filing the dispute on the WRONG ACCOUNT - but you were in that account to reverse the ******* charge - so how did you NOT get the rest correct??????  I have read other complaints, and your bank has a LONG history of playing games when there is fraud.  I am not someone who will let this go.  I did everything asked and you are hedging that I am not smart or organized enough to fight this.  You bet wrong on me. I am not going to let this go.

  
  Regards,
  
  ****** ********
  
  
  
  
   

  

  Business response

  07/17/2023

  Dear ****** *. ********:

  
  This letter is in response to your concern filed with the Better Business Bureau (“BBB”) related to your
  Account. We regret the frustrating experience you’ve had and would like to share the results of our
  investigation
  Pursuant to our enclosed June 28, 2023, correspondence, our records confirm you contacted our customer
  service team on May 11, 2023, and reported all ATM transaction withdrawals, merchant cashback
  withdrawals; merchant withdrawal fees, ATM balance inquiry fees, and all associated bank fees were
  unauthorized from January 5, 2023, to March 2, 2023. We have reviewed all additional documentation
  you provided related to the authorized card user and have determined our position remains the same. The
  documentation you provided does not show sufficient evidence to support your claims that you revoked
  the authorization given to the additional card user. As such, our position remains the same and the
  disputes in question will remain denied.

  
  For tips on keeping your personal information secure, we encourage you to review the resources available
  at the Federal Trade Commission’s website: ***********************************************************************************. Their website also has lots of other great information on topics such ascomputer security and stopping unsolicited mail, phone calls, and email.
  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256 For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 7pm Eastern time.

  
  Sincerely,
  ****** **** *.
  Enterprise Client Relations
  Office of the President

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I disagree with this.  I not only spoke to a Rep, I reported the the card as stolen immediately.  They reversed the first transaction of $214 at *******.  Why agree with that one and not the rest???  Have they reviewed the tapes showing who was at the ATMs??  I NEVER GAVE MY PIN.  That is the issue.  He stole my PIN.  He has a criminal history of doing the EXACT SAME THING.  Multiple times.  You can't agree with some transactions and not others.  I reported this in APRIL, both to an agent and through the APP.  How can you say I did NOT REVOKE THE CARD???  SHAME ON  YOU
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  While I was in class in front on many people my online banking account was used to cash two check that I have nothing to do with. I did not cash them or make them. When I was made aware by keybank that fraud had occurred in my account, I called that moment and made it clear that I had no knowledge of the events. I had filled out a sworn statement and had it notarized amd after it was notarized at bank employee changed the form to say that I had made the checks. She did this right in front of me after several times accusing of committing a crime to my face during the process of trying to get our accounts straight. I am left not being able to pay my Bill's because they will not let me access my money. I was told that they could not be hacked. Tons of evidence on the internet to the contrary. My wireless provider had just been days prior to the event. It could be related and no one will give answers.

  

  Business response

  05/09/2023

  Dear Mr. ******,

  
  This letter is in response to your concerns filed with the Better Business Bureau. We regret the frustrating
  experience you’ve had and would like to share the results of our investigation.

  
  Our research shows that two mobile deposits, each in the amount of $2500.00, were made to the account
  ending in **** on March 27, 2023. The enclosed notice was sent on March 28, 2023, to notify you that a
  restriction was placed on your accounts due to possible suspicious activity. On April 10, 2023, you signed
  the sworn statement that you were unaware of the deposits made. Closure letters were mailed to your
  address on file stating that the accounts may be closed due to activity/information that was identified to
  not be in accordance with KeyBank’s Deposit Account Agreement and Funds availability Policy,
  currently in effect. After extensive research, you were notified via the enclosed letter dated April 27,
  2023, that we determined that the referenced accounts did not require closure due to the previously
  identified unusual activity and that the blocks on the accounts had been removed. I have included all
  documentation for your records.

  
  On May 4, 2023, all accounts listed above were closed at your request. Our review determined your
  allegation regarding the altering of the notified document is unfounded. We appreciate your allowing us
  time to research your concerns.

  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 7pm Eastern time.

  
  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.

  
  Sincerely,

  
  Paula S
  
  Paula S
  Enterprise Client Relations
  Office of the President
  

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I'm not confident in their investigation process of their employee.  I have no reason to trust them.  She did it right before my eyes.  I know they won't admit fault because it could open them up to civil litigation.   I have been asked about this by bank employees from other banks.  Do you key bank have any sense of confidentiality or basic ethics? This entire tiny town thinks that I'm a felon due to *****'s actions.

  I have one trust in your process key.  In your letter.  You spelled my name wrong.  You didn't even proof read what appeared to  be a form letter.
  
  Regards,
  
  *** ******
  
  
  
  
   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩