Consumer complaint received 2023-11-01
Company: KEYCORP
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I joined a gym called XXXX. They are a really tasteless organization. They don't allow you to use the gym except for when they have XXXX minute class sessions where you have to sign up ahead of time, then check in. The trainers are extremely fit, and the class they give is not going to make your body look like theirs. I signed a XXXX month contract, but I stopped going to the gym after XXXX months, and I didn't worry about cancelling because they were just business owners trying to make a living at the end of the day. So I let them keep me on for an extra month without worrying too much about it because they were having to offer reduced prices to get clients. Plus some of the trainers even brought their kids and partners around the classes sometimes. XXXX months later, I'm on my way home from work and I get a text alert that my bank account is overdrawn just as I'm about to pay a bill. it was XXXX drafting my account XXXX months later. I waited patiently. I called the gym during business hours. No one answered. I left a voicemail not calling them out on their bad business, but asking them to return my call. No one called me back. I emailed them, this time politely asking them to cancel my membership. They emailed me back fake apologies for not being available to return my call, which is not what someone does when they're genuinely sorry they missed your call. They should have asked what my call was about so that they could make it up to me. Instead, they had even more requests for me to come in and sign some paperwork and then they would cancel my membership. At this point, I didn't want to get into a fist fight for XXXX reasons. XXXX, they stole my money for XXXX months, and I wanted to call them every name in the book, and XXXX, I would have definitely lost. So I just went to my bank and explained what they had done, and that the XXXX months of auto drafts against my checking account were done without my permission. Then a few days ago, out of nowhere XXXX identical drafts of the exact amount of that gym membership drafted against my checking account with the memo reversal. I called customer service at Key Bank, and a representative told me that they showed a signed document agreeing to auto draft. Again, the document was for XXXX months. They charged me a membership fee for XXXX. The bank representative had a XXXX XXXX XXXX XXXX outburst. He started asking me if I could provide the bank with proof that they cancelled the membership, after all, I submitted the email with XXXX asking me to come in to the gym and sign the cancellation paperwork, but I then I decided not to go there. So this representative told me the bank needed proof that I gave the gym everything it was asking for to cancel my membership for me. He said that if I didn't have proof of cancellation that their document wins, and the reversal stands. He typed a message to him about how he was making no sense. If I would have had proof of cancellation, I would have uploaded that in the first place. I had explained why I didn't have proof of cancellation several times now because I only signed a XXXX month contract. Guess what the representative did next. He exited the chat. He didn't explain that he has a mental illness that causes him to forget about XXXX month contracts and jump down customers ' throats for not paying bills they don't owe. He didn't apologize for losing his temper and accusing me of trying to fool him. He exited the chat without another word. Key Bank still gave XXXX money that I didn't owe them. Then they just stopped listening when I tried to tell them about it. Why would anyone do that?

Company response to consumer: Closed with explanation