Consumer complaint received 2023-07-13
Company: KEYCORP
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX my car window was smashed and my wallet was stolen at approximately XXXX. 
-Police report number XXXX I reported my credit and debit cards stolen via the KEYBANK mobile app right at that time to prevent the thief from using my information. 

On XX/XX/XXXX I went to a branch to withdraw money. I explained my car was broken into, and I do not have my drivers license or any cards since my entire wallet was stolen. I also explained that I reported my cards stolen. 

On XX/XX/XXXX I checked my bank account and saw {$5000.00} was taken from my account. They were XXXX {$2500.00} transactions. I called customer service to report this as fraudulant and they put a hold on the transaction even though the theives took out cash. They said to call the fraud line the following day since they were closed to report the issue. 
On XX/XX/XXXX I reported to the fraud line of the significant money stolen from my account. They could not confirm if I was going to get my money back. They also stated that going forward I should be working with a local branch. 
Later on XX/XX/XXXX I went to my local branch and explained what happened. At that point Fraud did not assign an investigator yet, and did not send them the paperwork they were supposed to. I have had to put holds and restricted access on all of my accounts since XX/XX/XXXX. 
On XX/XX/XXXX I was informed that it was found that someone went through XXXX different drive thru branches on XX/XX/XXXX to withdraw {$2500.00} the maximum amount using my license, even though my card was reported stolen. I was told it should take 10 days to resolve. 

On XXXX I called the KEYBANK executive branch to explain the situation. I explained I took every precaution and that money was still stolen from my account. They said that I will have to speak to the fraud department. I asked if I could file a complaint and they took down my information. They said I will be receiving a call within 24-48 hours, however I never received a call back. 

On XX/XX/XXXX I called the fraud line for an update on my report. They said the investigator is still looking into it. I explained to them I need my money credited as soon as possible, as I am getting married in a couple weeks and need the funds to pay for our wedding. 
I asked for the investigators information, but they were unable to do so. They advised me to talk to the branch I am working with and continue sending in an escalation each day. 
After I spoke to the fraud department I called the branch and rep I am working with. I told him what I was told, and he said he will assist me and was apologetic. He is going to have his branch manager reach out, to hopefully put more urgency on the investigator. 

On XX/XX/XXXX I still have not heard anything in regard to the investigation or getting my money back. 

My overall complaint is that it was the banks negligence for not automatically putting a flag on my accounts even though I reported my cards stolen. I also told the branch my I.D was stolen, but flags were still not put in place. Then someone used my license through a drive-thru, to take a significant amount of money from my account. The bank then did not urgently resolve the issue or credit my money once they saw it was used in a drive-thru.

Company response to consumer: Closed with monetary relief