Consumer complaint received 2022-05-27
Company: KEYCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XX/XX/2022, my spouse and I - who moved to Ohio to be closer to family and friends after finishing my University program in XXXX - opened a joint Checking and Savings account at our local KeyBank branch in XXXX, Ohio. 

We were informed by the banker, XXXX XXXX who I thought was initially the manager- she's not, that's XXXX XXXX, who I have also been in contact with at the bank ), that it would take 3-5 days for our debit cards to arrive. It was specified that this was days, not business days. 

On XXXX XX/XX/2022, we were called by the branch to verify some info. We were informed there that our cards were not estimated to arrive until the XXXX, as they had only been shipped that morning. No tracking number or anything was provided by the bank at this time, nor was any ATM card. For most of the past two weeks, in order to access our own funds ( that are being paid into the account via direct deposit ), we have had to physically go to the bank and withdraw money from a teller any time we need to do basic day-to-day shopping. 

On the XXXX, I went in again and was informed our cards were now not expected to arrive until the XXXX. I started calls with KeyBank 's customer service over this time. I was hung up on multiple times, but eventually- on the XXXX, after my mail had arrived with no cards in sight - I managed to call back to support and get my call escalated up to their highest local office. It was here I was informed that at any time the branch could have issued us an ATM card, so as to at least be able to use the ATM at the bank. 

Frustratedly, I got time during work the next day to once again go down to the KeyBank branch. I was still a little miffed that the ATM card could have apparently been issued at any time, and yet it had taken over 10 days to even get that much. Regardless, I was relieved when the teller informed me that the ATM card could also be used for most purchases. Also, despite both my partner and I being at the branch, we were issued a single ATM card. 

After going to lunch at a local XXXX XXXX and having to rush to an ATM to pay, I learned this was not the case. The frustration returned. 

During lunch, I got a call from XXXX at KeyBank 's executive office. She connected me to XXXX, the branch manager here in XXXX. We couldn't go that day - the XXXX - as our branch closes at XXXX in the evening most days, and it was already near XXXX. 

On XXXX XX/XX/2022, XXXX had us come into the branch and promised that a new card could be issued overnight via XXXX, and would for sure arrive by Saturday at the latest. 

Not even two hours later - I got a call from XXXX informing us that she was wrong on the XXXX shipping and that the cards would take 3-4 business days- not standard days, business days - minimum via XXXX, and that it might be better to just wait for our original cards to arrive. By the way, those cards still are marked to be delivered on the XXXX in their systems, according to those at our local branch. 

I am sick of the runaround. I wish I could be consistent info. I wish even a proper temporary debit card could be printed at the bank. Thank goodness most bills can be paid online - we had one that absolutely required a check or card and we had to have family help with it. Few things are more frustrating than working hard to get banking and direct deposits set up after moving country and not even being able to get a basic debit card, and especially with having to handle all this in-between my spouse and I both working full time. 

This has been one of the most headache-inducing banking experiences I have ever had!

Company response to consumer: Closed with explanation