Consumer complaint received 2023-02-08
Company: KEYCORP
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
On XX/XX/2023 I went into Key Bank located at XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX around XXXX for a pre-scheduled appt. The reason for my visit was to open a Business checking account with all the necessary document needed. My appointment was with XXXX XXXX who identified herself as the branch manager. XXXX XXXX took my documents and my license and immediately stated that it maybe impossible to open the account. As I was sitting there XXXX XXXX began typing message to who she referred to as back-office questioning the validated of my paperwork. I was opening the account with my company as a foreign enitity and XXXX XXXX kept mentioning that this may fall out because she was trying to make sure back office would not reject opening the account. XXXX XXXX did not start the application and repeatedly made reference accounts being opened like this could be scams. At the same time for my entire visit XXXX XXXX continue to type and communicating with what she called was back office. XXXX XXXX then takes my paperwork to get copies for her file still never starting the application. XXXX XXXX then handed me a sticky note and ask for my personal ssn I complied and provided her ssn, my business email address and phone number. Then XXXX XXXX picks of the phone and calls back office and stated the since my company was a foreign entity I will need additional verification such as 3 months of statements from my business account in my home state or a bank reference letter. Again I complied and called my bank on the phone to get the requested information that she wrote down while she was on the phone with back office. I was getting frustrated because while on the phone with my bank and even she talked to my bank she kept pushing to the issue that a bank reference letter needed to contain, when the account was open, my XXXX  which she had and the bank advise that could not give them the XXXX. I began to feel that I was being discriminated against, sitting there waiting on XXXX XXXX to start the application and continually blaming back office on what she is assuming was going to happen instead of treating me any other customer and start my application. I felt what XXXX XXXX was asking for on a personal level was needed and she kept saying back office will kick it out. I then as her for policy surrounding her questioning and she stated that she could not provided me with anything the stuff she was asking for internal procedure. Once my bank complete the reference letter I became more suspicious because she then stated " dont worry about the XXXX being on the letter '' She reviewed on my phone and I was going to email it to her until she stated to me that " back office will need to review the documents and will get back to me tomorrow '' I then questioned this because she still has never processed an application. So what will back office be reviewing It was about XXXX after have been there since XXXX. XXXX XXXX discriminated against me, never open or started the business application, requested personal information stating she needed it to open the account when she had all of my business document, she never check the XXXX of Ohio to confirm the business entity. Once I got the bank reference letter I did not want to no longer to business and proceed to leave taking me paperwork. I advised XXXX XXXX that I will be contacted corporate of such treatment and left the bank.

Company response to consumer: Closed with explanation