Consumer complaint received 2019-09-08
Company: KEYCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/2019 I made an ATM CASH DEPOSIT at XXXX XXXX  at the XXXX XXXX XXXX Branch of KeyBank to cover an XXXX overdraft that occurred XX/XX/2019. They withheld that Cash Deposit which made more overdrafts amounting to the tune of {$160.00}. I contacted KeyBanks 1800 number immediately after seeing that my Cash Deposit was withheld til midnight of the XXXX as they also caused the overdrafts by doing this. They refused to reverse the overdrafts stating There computer did not recognize the CASH DEPOSIT so this held. I went into the physical location on Saturday, XX/XX/2019 spoke with Branch Manager XXXX XXXX explaining the situation and how unsatisfactory I felt about the business relationship with KeyBank and to close my account effectively before I walked out the door, she gave me the {$64.00} that was left in the account, but than stated there were 3 items for {$3.00} still pending and once those close out, the account would be considered CLOSED! I looked on line the following Thursday XXXX XXXX I went on line to ease my mind that this Checking Account was indeed CLOSED and it had not been!! A negative balance of {$19.00} was showing!! I contacted XXXX at KeyBank and asked her why this was happening she stated because of the pending transactions she couldnt close the account, I then stated why did she allow me to take out the {$64.00} because that would have covered those remaining pending transactions if they are not automatically deducted once the vendor puts ahold for funds on the account like XXXX does. She goes in to tell me, Key doesnt work that way. I told her since it was late in the day, Im XXXX and do not drive, I couldnt make it in til XX/XX/XXXX @ XXXX XXXX to pay again the {$19.00} for these charges they let through on a CLOSED ACCOUNT. Upon arriving to KeyBank via the XXXX car service, XXXX states the amount had gone up from {$19.00} to {$29.00} because three more {$3.00} transactions had gone through. I paid it and firmly told her again to Close the Account and if any straggler Vendors I may have forgotten or have contacted and still tried to use the account could contact me and I would give them my new banking information or ask why they attempted to use the account after I had communicated with them that the account was no longer valid. As the conversation closed she stated she would handle the account personally and assured me no transactions would go through and I wouldnt be charged ANY OVERDRAFT FEES if they did. As of today, I get an email from a KeyBank that I owe another {$160.00} for those three {$3.00} transactions they let go through after I requested the account closed not once but twice. This is an Atrocity of its highest order of Banking Fraud  and Greed to a XXXX Senior Citizen on a fixed income and they need to be dealt with. I would like all the overdraft fees back, from the XX/XX/XXXX incident til date. Im sure I am not the only individual this has happened to. No proof just conjecture.

Company response to consumer: Closed with monetary relief