KeyBank National Association

Complaint ID: 3281212

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Fee problem

Company: KEYCORP

Complaint:

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3756437

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Problem using a debit or ATM card

Company: KEYCORP

Complaint: On XXXX XXXX, 2020, in preparation for closing my account, I transferred all but {$50.00} to my new financial institution, taking into account pending transactions on the account, and leaving sufficient funds to cover any charges. At the time, I used KeyBank 's website to lock my debit card to prevent against future charges. The KeyBank website states " When you lock a card, it's temporarily frozen. That means we won't process any new purchases, ATM transactions, or recurring debit card payments until you unlock your card. '' ( screen shot attached ) On XXXX XXXX, 2020, I was charged multiple charges from recurring debit card payment transactions, causing my account to go negative. I called and spoke with a customer service representative who told me that, despite the language on the website, the KeyBank internal policy states that it may take up to XXXX hours for a lock to take effect, and customers are responsible for any charges and overdrafts that occur in that time period. Furthermore, she stated that the internal policy says that all recurring debit card payments, will also be authorized ( e.g. XXXX ). This information is in direct conflict with the policies published online. Their website is deceptive and harmful to customers, as it does not align with their internal policies and is punitive to customers. Furthermore, it makes it incrementally more difficult to resolve pending transactions on the account, preventing me from closing the account.

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 4746518

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Deposits and withdrawals

Company: KEYCORP

Complaint:

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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