Consumer complaint received 2022-04-27
Company: KEYCORP
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
XX/XX/2021, I signed up for a secured credit card with Key bank at the time I spoke to an agent about why I was opening the card at length. I stated that I was going to use the card exclusively for bills and some small purchases but I would be using the majority of the available funds monthly due to it needing to be used for bills. I was told the card would be reviewed in 6 months, XX/XX/2021 and as long as I kept a low balance on the card or zeroed it monthly, I would be given back access to the funds that were put into a savings account in order to start the card. I was told it would build my credit to have both accounts and that as long as I successfully paid the card off my credit score would go up. I expressed my intention was to be eligible for increasing lines of credit such as car and home loans in the future. The card is now negatively affecting my credit score due to a high balance when I use it even though that balance has never carried to the next month and the card has always had a XXXX balance at the end of the month. 
I have been contacting the bank since XXXX of 2021 with nothing but halfhearted apologies that the agent shouldn't have made those promises. They refuse to fix the situation and I have no way of being able to access those funds or close the accounts without further damaging my credit the exact opposite of what I spoke to the agent about. Key bank has even gone so far as to just hang up or just disconnect the chat when I use the online feature. I did inform them I intended to submit a report in XXXX of 2021 at which time they stated a higher manager would reach out to me. He did so at a time when he intentionally knew I would not be available even after I clearly stated my availability and then refused to return my calls.

When I called to receive help most recently and voiced my complaints about these matters my accounts were made so I could not and still can not use them. I was told that there was no issue with my account or cards and that there was nothing that could be done. The agents transferred me four times to four different people none of which could make any changes or allow me to use my cards.

Upon finally speaking with an agent who was in charge of the investigation I was told the matter Was dealt with internally. '' about the false promises the agent made to me and they have no intention of making any changes to my account. He even went so far as to attempt to discourage me from filing a report resorting to the classic manipulation technique of telling me how we wouldnt be able to talk anymore about finding a solution and when I informed him of being aware of his attempted manipulation and how it had failed, he became hostile. The agent was completely condescending refusing to do anything and constantly talking down to me, and then disconnected the call when I told him I refuse to be spoken to like a child

Company response to consumer: Closed with explanation