Consumer complaint received 2019-05-22
Company: KEYCORP
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I recently opened an account with key bank I have made a total of 4 deposits 2 mobile deposits and 2 at the branch. Long story short while making one of the mobile deposits I made a mistake my deposit was for XXXX I keyed in XXXX this transaction is what has caused my account to be frozen ever since funds became available. Not only was I informed by the bank of the error they deducted XXXX from my available balance to try and rectify the transaction. I didnt understand this solution as I was short not over but I agreed And was told this may cause the check to  return. The check did return and this caused a series of events. Ranging from numerous allegations after this the branch manager that didnt know me or anything abut the situation then said all four of my checks were fraudulent and tried to have my account closed theres a lot more to explain before I proceed however Ill move on at this point I was advised since I was a new customer and had a return check my account had to be restricted pending an investigation. Its now 40 days later and I have no new news about my account I still have no access to my funds and I have made several calls even moving up the escalations chain to the executive relations department all of which still have been unable to tell me why my account restricted and or when I may regain access Im advised to sit and wait until some one reaches out with no predicted time Frame. As I was moving up the escalations chain i was told many times I could close my account and with drawl my funds by customer service, supervisors and fdra agents. Each time I did as directed I was denied the opportunity and accused of making up all the previous conversations I have requested many times for my calls and interactions to be pulled and reviewed and I still have no word as to if they did this. The branch manager treats me horribly Ive been accused of having outside strangers pose as agents when the agents have contacted her advising her that I am able to close my account. She takes the call then immediately after contacts someone else who is unfamiliar with the situation so they tell her not to close it until further research is done. I am being passed back and fourth between FdRa and the branch both saying its the other call as to when I am able to access my funds. After filing a complaint I was contacted 48 hours later and advised my complaint was received however never heard a word back. At this point the bank is telling me they dont know why my account on hold or when or who I can contact they have no info. The 30 day time Frame I was originally told per fdra wlhas now passed and they claim there are no notes and no further information as to where we are and advised they can not discuss with me Im just supposed to wait until XXXX freezes over to gain access and close my account. After 100 of calls most of which ended with me in tears almost always Ive given up any hopes of resolving or ever receiving my funds. Im writing today as this is merely a small portion of the things i have been accused of and a very small look into the horrible awful degrading and judge-mental customer service I have been provided or lack their of. Keep in mind any time I go into the branch the manager treats me like a burden like Im her child begging for allowance that I havent yet earned and Im a grown woman mother of XXXX its embarrassing and down right degrading. I feel race is a big factor into why Im being treat this way. As a research attempt I had a friend open and account make two deposit one good and one bad and recorded the actions taken and how long it take to close his account. The account was opened 3 weeks ago and this person just received his checks in the mail today with his remaining funds and here I am fighting to have my direct deposit at the very least released to me to. Ive be patient Ive given all and any information requested of me Im lost as to where I can go from here. Please help me if someone can pull my calls you can hear for yourself how dreadfully appalling my entire experience with this bank has been and continues to be. This is the worst Ive ever been treated in my entire years alive. Please someone help me.

Company response to consumer: Closed with explanation