KeyBank National Association Corporate

Complaint ID: 7155102

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Deposits and withdrawals

Company: KEYCORP

Complaint: My business partner received a text from " Key Bank '' asking if we authorized a XXXX payment to XXXX XXXX for {$460.00}. He responded No and then they called him. He referred them to me because I handle all the banking and accounting. They called immediately and said they need to verify this transaction and need to collect some information in order to stop it. They asked for my EIN. I told them I didn't have it and to call me back after XXXX. They called a couple of minutes before XXXX. I gave them the EIN. I questioned them about Business accounts not being able to use XXXX. The scammer said it was from a XXXX app. I didn't know if there was or wasn't an app. They then asked me for my online user ID. They had a security code sent to my phone via text. Again I questioned them needing that code because it says to do not give out. They justified the reason for needing it. He then asked me to verify my home address. That's when I hung up on him and called the real Key bank. The phone number they called from is the Key bank fraud department number. While I was on the phone with the real fraud department they immediately froze 4 of our 6 accounts. Right when I called them I saw 3 of our account being wiped out and transferred into an account setup for ACH withdrawals. She also locked my online Id and told me to go into the branch and set up a new online id. I did so as soon as i hung up with her. When I reached the branch the banker wasn't able to set up the new online id and was in contact with the fraud department because now there were 4 {$25000.00} withdrawals. they were trying to stop the transactions. I thought they did. They returned $ XXXX and $ XXXX the next day. a couple of days later they took back the $ XXXX leaving that account negative over $ XXXX. When I asked the branch why they did this she couldn't give me the reason. The fraud department would not give me any information. They would just tell me its under investigation and to talk to the branch. I have a call record of when I called the branch and the fraud department. After a couple of weeks the branch told me I was not allowed to transfer any money and I had no access to it. The fraud department told me that was not true and to go to a different branch. I did and it was no problem to transfer our money. Two weeks later I log into my accounts and see the money was transferred into the negative account to make it a zero balance. When I called the branch manager he informed me the investigation concluded i gave out too much information and they were not able to retrieve the $ XXXX so I lost the money. No one called to tell me this was happening or the end results or even any of their findings. The investigation lasted a few days shy of a month. I have not received any letter from Key Bank explaining their decision. The branch manager told me to file an insurance claim. they also were closing all my accounts and I was no longer a client. The account went to XXXX on XX/XX/XXXX. I filed a police report that day. The next day XX/XX/XXXX I filed a complaint with the FBI. I have a case number from Key Bank. They have not been forth coming with information at all. I did tell the banker on the day this happened that I had charges from XXXX for {$.00} and for {$0.00}. I didn't know where those were coming from but it had for a few months in a row. I have no idea if this was apart of the investigation or not.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7152940

Product: Checking or savings account

Sub-Product: Savings account

Issue: Managing an account

Subissue: Deposits and withdrawals

Company: KEYCORP

Complaint: My name is XXXX XXXX. XXXX and I live in XXXX North Carolina. On the XXXX of XX/XX/2023 I sent a mobile check deposit to XXXX XXXX in Connecticut the amount was for XXXX the check was from a settlement I was awarded from a suit I won but I am not able to say who the check was sent by due to the agreement that was part of the suit the check was from New York the account was from KeyBank which is a owner of XXXX. On the XXXX of XX/XX/2023 the bank placed my funds in my brand new savings account but when I went to withdraw some of my funds the bank would not let me and said the account was under review. I called numerous times trying to figure out what was the problem and on the XXXX of XX/XX/2023 I talked to someone on a recorded line that said that XXXX XXXX would allow me XXXX to be wired by XXXXXXXX XXXX to an external account that I had linked to my XXXX savings account on the XXXX of XX/XX/2023. When I called to see why the funds were not wired to me I was told that they were now not going to wire me the XXXX that whoever it was I talked to should of never told me that this also on a recorded line that the bank has. So on the XXXX of XX/XX/2023 I tried to wire myself some of my money that is in my savings account and I was denied and XXXX locked m out of my account not froze my account just locked me out so I could not use their website or app. I called XXXX several times today, XXXX of XX/XX/2023 and they needed proof of address and a copy of my driver 's licenses which I sent to them immediately and called the bank to make sure they received the documents they asked for why didn't they want those documents before even opening my account I'm not sure but it seems that if they needed them that bad they should of asked before even opening my account and accepting my check. I finally told them I wanted to close my account and they could wire me my money by XXXX of the external accounts linked to my XXXX savings account and they told me no that I was locked out of my account because it was under review and until they seen fit they were not going to close my account or give me access to my funds which again is XXXX. I hope someone can help me out here how can they just hold my money and tell me I can not close my account? Thank you for your help in this matter

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7150698

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Deposits and withdrawals

Company: KEYCORP

Complaint: XX/XX/XXXX I deposited a {$20000.00} check via the mobile app XX/XX/XXXX I was locked out of the mobile app and online banking and advised to call. After Calling I was advised to go in and verify my identity. XX/XX/XXXX I went in and was told to come back when the head banker was in. I came back and was intercepted by a manager who told me there was nothing she could do and asked why I chose this location and that they've experienced a lot of fraud. I was told sometimes deposits can take longer and she didn't have a time period. * XX/XX/XXXX I called in to the customer service number and was told that there was a note put on the account on XXXX XXXX to just to verify my identity and I should all set. XX/XX/XXXX I called in talked to XXXX ; he said it was nothing he could do as it was near XXXX but he would help me first thing in the morning. XX/XX/XXXX I called and talked to XXXX again, he was really apologetic and said because the fraud department was closed, he couldn't do anything today but on Monday would get things sorted out. XX/XX/XXXX I talked to XXXX again. He talked to the fraud department yet they wouldn't give him any recourse on how to resolve the issue. Said they were really afraid of a charge back and that no one opens an account and cashes a {$20000.00} check. They asked what the check was for and how did I know the person who wrote it. They would not release the hold XX/XX/XXXX I called customer service again, who contacted fraud, and they said it could take up to XXXX business days. Because it was the XXXX day, they said to contact them on the next day as the time period would be over. XX/XX/XXXX Contacted customer service and was told to have the branch contact corporate investigations XX/XX/XXXX I contacted XXXX at the Bank and his system was down and he tried the fraud department again yet they wouldn't help. They kept asking for a stub. He said they wouldn't give him a recourse and that he had to come up with one. He suggested sending a letter from the sending bank on bank letterhead stating that the check was written to me suffice as proof. XX/XX/XXXX I contacted customer service again to retrieve the following information : corporate investigations : XXXX case : XXXX corporate fax line : XXXX I've sent over information that verifies that the writer of the check and I know each other. I writer of the check sent me the posted checks that were scanned in by the bank and the date that the check posted which was XX/XX/XXXX. With all of this evidence their only response is no one deposits a check for XXXX when opening an account. Because customer service said there was a note put on the account on XXXX to just verify my identity yet on XXXX when i went in there was no mention of that, instead I was told that there was nothing they could do. The branch or regional manager didn't look at the account she asked why did I come there. I'm a XXXX XXXX, in a town with less than 1 % XXXX. They verified the check with the writer of the check several weeks ago. Even after the writer of the check verified that she did write it. She still asked questions about our relationship and why would she give me the money. Over a month ago they verified the check, here is the transcript of the voicemail that the check writer received : " Hi this message is for you and XXXX if you could please give me a call back at your earliest convenience my name is XXXX XXXX and I'm calling from KeyBank in XXXX New York regarding a check that was drawn out of your account if you could please give me a call back I need to verify that this is him something that you issued him this is the second message that I've left for you and it's really important that you give me a call my number is XXXX am I'm in eastern standard time and I will be here until XXXX o'clock today it's now XXXX o'clock thank you '' I received a letter in the mail apologizing I believe post dated XXXX when I called they still had the funds held. I've had over drafts, had to take out loans, will lose thousands of dollars as I can't perform a contract I had, I can't move forward with my plans to rent out my house because it's not renovated. My contractor is going out of the country, he has done multiple renovations for me, for a very inexpensive price. That can't be replaced. To get the same work done it would cost me between XXXX times that amount in labor cost. I've submitted a complaint the the comptroller of currency case # '' XXXX '' I've researched and it is common for banks to ignore federal regulations, I've found at least two TV news stories that have helped people get their money. I have seen reports ( exams ) of banks that have done this since XXXX. They are allowed to do it. I don't see any winning litigation. Only one case and they have lost. It appears it's very little consequence even if there is a penalty or damages for an individual. Even class action is limited. This is not only about the XXXX XXXX but due of care owed to me. It has been a month since they verified my check and they've had the money since XX/XX/XXXX and they feel no need to remedy the situation. My life, my business, is put on hold and they know they can do it and they don't care. I have been damaged greatly. My faith in the banking institution broken. An institution I'm forced to use if I want to buy a home ( 2 months seasoned money ) I'm forced to get direct deposit with my job. Yet there is so little care and adherence to regulation. I'm hurt and upset enough about me but really upset about people like the senior citizen in the XXXX XXXX story that was forced to eat mayo sandwiches for lack of money. I feel not only discriminated against but in the cross of regulations that I have to adhere to but they don't. https : //willfulsubversionoffederalregulationsbykeybank.com/ I stated my credit was going to drop because i had to use my credit card to pay property taxes. I emailed several people at key bank, made calls, no answers. I contacted XXXX, I contacted XXXX. I literally begged for help. I received one automated response from someone that wasn't available. I'm looking for other parties, it has been time consuming and hard, stressful and I really have no faith that I will be made whole. I've worked my whole life to get to this one point and it has been taken from me. While I may not win, I will continue to push and push because there has to be some equity. Someone has to fight.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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