Consumer complaint received 2021-11-22
Company: KEYCORP
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I opened my accounts on XXXX/XXXX/2021, with the branch manager, XXXX XXXX. He was not very familiar with any of the banks policies and set me up with XXXX business and XXXX personal accounts. That did not make sense to me... I only used the personal account a few times, and on Saturday, XXXX XXXX 2021, I deposited a check from XXXX of my other banks into the personal checking account, and because my bank was holding a large deposit, the check was sent back to XXXX as insufficient. XXXX inadvertently marked it as " Charge-off '' ... Then on Friday, XXXX XXXX, 2021, Key bank limited all of my accounts, thus freezing my funds, because of their mistake of labeling the check, charge-off. I was promised that once I paid the check, which I did within XXXX hours of being notified on XX/XX/XXXX, the accounts would be released. The next day I received a very inflammatory/upsetting letter, that has nothing at all to do with this situation ( attached ). The letter implied that I had reported a fraudulent issue with my account, which I have not done, among other things. It reads, My in-house counsel and I, are prepared to possibly sue your bank, unless you retract the letter that I received in the mail today, which I have attached to this email. The letter indicates that Key Bank placed a hold on my accounts ( There are XXXX of them ) on XX/XX/XXXX, stating that I confirmed fraudulent activity associated with this account ( referencing account XXXX ). It referenced further, that the hold has been placed on the deposit account referenced above for XXXX of the following reasons : You ( that would be me ) reported or confirmed fraudulent activity related to your deposit account or online banking profile. We recommend you contact a branch to open new account ( s ). 
You identified and reported a fraudulent account opened in your name that we are in the process of closing. 
Key Bank detected suspicious activity related to your deposit account or online banking profile. 

The account hold is typically resolved within 10 ( ten ) business days. We appreciate your patience while we resolve this issue on your behalf. 

This letter is a fraud, as I have reported nothing, and as I have stated in prior emails, I simply deposit a check written on my account at another bank that was returned insufficient, because I had a deposit hold at another bank. Once I became aware of this issue, on Friday, XX/XX/XXXX, I immediately went to my branch and informed my branch manager, XXXX XXXX, at the XXXX XXXX XXXX XXXX # XXXX, and he promised to call Key Bank and to have my account unlocked. Once he did, he would call me, and I would XXXX or wire the money from the account that I wrote the original check that bounced, to cover the insufficient check. Since XXXX XXXX did not call me back, I went into the bank on XX/XX/XXXX, and paid the balance, with a cash advance from the debit card of the same bank, and account that the insufficient check came from, as the deposit had been released. 

And it was I, in an email to XXXX XXXX, on the morning of XX/XX/XXXX ( see attached email ) who indicated that if you did not unlock my accounts that had been rectified that day, or I was going to end the relationship. And when I came into the branch later that day, XXXX XXXX indicated that the whole problem was because my other Bank had labeled the insufficient check as charge off. And he once again made promises that he had spoken to corporate, based upon my earlier email to them, and they had assigned a female ( I did not get her name ) that was going to reactivate my accounts. This was the only reason that I did not close all of my accounts. Then a couple of hours later, XXXX XXXX called me to say that Key had decided to end our relationship, because there was too much risk However, he refused to answer how a single insufficient check could cause that... 

This past weekend, I received in the mail, and notice from XXXX, with a copy of that check. It is clearly marked insufficient, not charge off, so XXXX is a liar. 

Please help.

Company response to consumer: Closed with explanation