Consumer complaint received 2022-11-11
Company: KEYCORP
State: FL
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I have contacted XXXX, ( State of Illinois Department of Employment Security ), numerous times regarding benefits that have not been paid to me. After almost XXXX years of finally verifying my identity with XXXX, they notified me that my benefits have been paid long before and money was sent to a prepaid KeyBank debit card. I contacted KeyBank, at ( XXXX ) XXXX, and provided the information XXXX provided me. They asked for my social security number, which I gave, and they provided me with limited information but stated that there was a card in my name and was used regularly and had a balance of XXXX dollars, {$5.00}. I told the representative I spoke with that I never ever received any such card and thought my money was going to be sent to my checking account which I provided XXXX  in XXXX. She then closed the account, changed the mailing address to my current one, listed above, and mailed out a card without verifying my identity. She claimed on that phone call that the disputes would have to go back starting XX/XX/XXXX, when the XXXX benefits started being sent and said she will start the dispute process and to call back to check status within a couple of weeks. 
After a couple of weeks, I called back, and no such dispute ever started, and that representative told me I was given the wrong information. At this point I started now taking notes of every phone call I made so I have a record in case this needs to go to court. I was transferred and connected now to the actual dispute department, phone number : ( XXXX ) XXXX. 
On XX/XX/XXXX, the dispute department stated they can not start a dispute until I verified my identity. I emailed, at XXXX, copy of my XXXX XXXX bill, which was XXXX of the options to verify my address identity. I did not receive any response to that email but called in to confirm they received it and claimed they did not but have copies email XXXX. 

On XX/XX/XXXX, I once again sent another email and copy of my XXXX XXXX bill and once again no response and when I called now I was given information it was sent to the wrong email address and to send now to another email address, which is : XXXX. I have sent numerous emails to both these emails since each has been giving me XXXX of them. These are all the dates I sent emails to both email address they provided me : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 

In between these emails I spoke with a Supervisor named XXXX, who was on the phone for about an hour with me guiding me on how to try and email picture copies instead of pdf copies of either my auto insurance bill or IRS letter which I also receive at this mailing address and finally received an approval email but the dispute department claims that was for a replacement card and told her I already have a replacement card, that email was sent to proceed with the disputes and not a replacement card. During this phone call I was laughed at trying to explain it, but the email clearly explained in detail that for which the documents were sent. I also sent a copy of my drivers license at this point which was not even an option on the list I was provided. 
On XXXX XXXX I made once again another phone call and talked to a XXXX from disputes department and now was finally given another way of sending in my bill and identification to a fax number. At this point this will be my last draw, this has been going on far too long and I have verified myself many times, they even mailed out a replacement card before verifying me. After verifying myself the XXXX time I was given another card. I faxed and mailed, by certified US mail, these documents, including this letter, as proof of my identity and mailing address. 
I have attached a copy of my current XXXX XXXX XXXX XXXX and a copy of my Drivers license as proof of my identity and proof of current mailing address, which XXXX replacements cards have already been mailed to. Ive also requested copies of all statements regarding this account and as stated per our phone call conversation and I have not received full statements of the account or money amounts sent by XXXX. On XX/XX/XXXX, I called Key Bank disputes department again and was told the money was put on the card the mailed me out but reversed because I again failed the verification process. Which again makes no sense how are you mailing me out multiple debit cards if I am not verified?

Company response to consumer: Closed with explanation