Consumer complaint received 2023-06-21
Company: KEYCORP
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX I deposited a {$20000.00} check via the mobile app XX/XX/XXXX I was locked out of the mobile app and online banking and advised to call. After Calling I was advised to go in and verify my identity. 
XX/XX/XXXX I went in and was told to come back when the head banker was in. I came back and was intercepted by a manager who told me there was nothing she could do and asked why I chose this location and that they've experienced a lot of fraud. I was told sometimes deposits can take longer and she didn't have a time period. * XX/XX/XXXX I called in to the customer service number and was told that there was a note put on the account on XXXX XXXX to just to verify my identity and I should all set. 
XX/XX/XXXX I called in talked to XXXX ; he said it was nothing he could do as it was near XXXX but he would help me first thing in the morning. 
XX/XX/XXXX I called and talked to XXXX again, he was really apologetic and said because the fraud department was closed, he couldn't do anything today but on Monday would get things sorted out. 
XX/XX/XXXX I talked to XXXX again. He talked to the fraud department yet they wouldn't give him any recourse on how to resolve the issue. Said they were really afraid of a charge back and that no one opens an account and cashes a {$20000.00} check. They asked what the check was for and how did I know the person who wrote it. They would not release the hold XX/XX/XXXX I called customer service again, who contacted fraud, and they said it could take up to XXXX business days. Because it was the XXXX day, they said to contact them on the next day as the time period would be over. 
XX/XX/XXXX Contacted customer service and was told to have the branch contact corporate investigations XX/XX/XXXX I contacted XXXX at the Bank and his system was down and he tried the fraud department again yet they wouldn't help. They kept asking for a stub. He said they wouldn't give him a recourse and that he had to come up with one. He suggested sending a letter from the sending bank on bank letterhead stating that the check was written to me suffice as proof. 
XX/XX/XXXX I contacted customer service again to retrieve the following information : corporate investigations : XXXX case : XXXX corporate fax line : XXXX I've sent over information that verifies that the writer of the check and I know each other. I writer of the check sent me the posted checks that were scanned in by the bank and the date that the check posted which was XX/XX/XXXX. With all of this evidence their only response is no one deposits a check for XXXX when opening an account. 

Because customer service said there was a note put on the account on XXXX to just verify my identity yet on XXXX when i went in there was no mention of that, instead I was told that there was nothing they could do. The branch or regional manager didn't look at the account she asked why did I come there. I'm a XXXX XXXX, in a town with less than 1 % XXXX. They verified the check with the writer of the check several weeks ago. Even after the writer of the check verified that she did write it. She still asked questions about our relationship and why would she give me the money. 

Over a month ago they verified the check, here is the transcript of the voicemail that the check writer received : " Hi this message is for you and XXXX if you could please give me a call back at your earliest convenience my name is XXXX XXXX and I'm calling from KeyBank in XXXX New York regarding a check that was drawn out of your account if you could please give me a call back I need to verify that this is him something that you issued him this is the second message that I've left for you and it's really important that you give me a call my number is XXXX am I'm in eastern standard time and I will be here until XXXX o'clock today it's now XXXX o'clock thank you '' I received a letter in the mail apologizing I believe post dated XXXX when I called they still had the funds held. 

I've had over drafts, had to take out loans, will lose thousands of dollars as I can't perform a contract I had, I can't move forward with my plans to rent out my house because it's not renovated. My contractor is going out of the country, he has done multiple renovations for me, for a very inexpensive price. That can't be replaced. To get the same work done it would cost me between XXXX times that amount in labor cost. 

I've submitted a complaint the the comptroller of currency case # '' XXXX '' I've researched and it is common for banks to ignore federal regulations, I've found at least two TV news stories that have helped people get their money. I have seen reports ( exams ) of banks that have done this since XXXX. They are allowed to do it. I don't see any winning litigation. Only one case and they have lost. It appears it's very little consequence even if there is a penalty or damages for an individual. Even class action is limited. This is not only about the XXXX XXXX but due of care owed to me. It has been a month since they verified my check and they've had the money since XX/XX/XXXX and they feel no need to remedy the situation. My life, my business, is put on hold and they know they can do it and they don't care. I have been damaged greatly. My faith in the banking institution broken. An institution I'm forced to use if I want to buy a home ( 2 months seasoned money ) I'm forced to get direct deposit with my job. Yet there is so little care and adherence to regulation. I'm hurt and upset enough about me but really upset about people like the senior citizen in the XXXX XXXX story that was forced to eat mayo sandwiches for lack of money. I feel not only discriminated against but in the cross of regulations that I have to adhere to but they don't. 
https : //willfulsubversionoffederalregulationsbykeybank.com/ I stated my credit was going to drop because i had to use my credit card to pay property taxes. I emailed several people at key bank, made calls, no answers. I contacted XXXX, I contacted XXXX. 

I literally begged for help. I received one automated response from someone that wasn't available. 

I'm looking for other parties, it has been time consuming and hard, stressful and I really have no faith that I will be made whole. I've worked my whole life to get to this one point and it has been taken from me. While I may not win, I will continue to push and push because there has to be some equity. Someone has to fight.

Company response to consumer: Closed with explanation