Consumer complaint received 2018-09-12
Company: KEYCORP
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a checking account with XXXX XXXX under the terms of a {$300.00} promotional bonus. I completed all the terms of the promo offer but was refused bonus payment. Keybank claimed I had an account in the prior 12 months. They are playing a game of semantics to avoid paying the bonus money. I did apply for an account, they opened it but keybank immediately closed it within days. The account was never used. I have included the correspondence I had via email with Keybank. 


XXXX Tue XX/XX/2018 XXXX XXXX Inbox To : XXXX ; Greetings! 



Thanks for reaching replying. 



It is important to know that our promotions do have strict guidelines that we must abide to. Please know that we are unable to make exceptions when qualifications for a promotion are not met, via email, chat or phone request. If you wish to see if an exception can be made on your account, it would be necessary to contact your local KeyBank branch for further assistance. 



We can also be reached by dialing XXXX. Specialists are available weekdays XXXX XXXX to midnight and weekends XXXX XXXX - XXXX XXXX, Eastern Time. 





Sincerely, XXXX XXXX XXXX This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. This communication may contain nonpublic personal information about consumers subject to the restrictions of the Gramm-Leach-Bliley Act. You may not directly or indirectly reuse or re-disclose such information for any purpose  other than to provide the services for which you are receiving the information. 



On XX/XX/2018 XXXX XXXX, XXXX XXXX wrote : That is ridiculous, my account prior was closed by keybank on me within days of opening and never even used. That can't qualify as having an account. If you are unwilling to compensate for the qualifications I met, will file a complaint with the consumer finance protection bureau and close my keybank account that I want to keep open. I would greatly appreciate this be rectified immediately without having to involve the CFPB. 

Sincerely XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX Sent : Tuesday, XX/XX/2018 XXXX XXXX To : XXXX Subject : Re : Existing Key Account Dear XXXX, Thank you for reaching out!

I understand your concern regarding your promotional offer.

I have reviewed your account and found that you have not met the requirements for the promotional gift.

The qualifications for the {$300.00} are : Offer is available to clients who do not have or haven't had a KeyBank Hassle-Free account or a KeyBank checking account within the last 12 months. Make a single KeyBank direct deposit of at least {$1000.00} and a combination of five debit card and/or bill payments within 60 days after account opening to get {$300.00}. Direct deposit transactions are limited to : payroll, social security, pension and government benefits. Limit one gift per qualifying account. Limit one gift per individual. The gift will be reported on form XXXX   The gift will be deposited within 90 days of meeting  requirements. Account early closure fee of {$25.00} applies. Other miscellaneous charges may apply. Accounts overdrawn or closed at time of fulfillment are not eligible for the gift. There is no check writing with a KeyBank Hassle-Free account. Normal account service charges and balance requirements apply to the checking accounts. Visit key.ComXXXX for additional details. Member FDIC.

I show that you did complete a single {$1000.00} direct deposit, as well as a combination of five debit card and/or bill payments within 60 days. However, because you have had a KeyBank Hassle-Free or KeyBank Checking account within the last 12 months, you did not qualify for this promotion. 

If you would like further assistance with your personal account, call us at XXXX. Specialists are available weekdays XXXX XXXX to midnight and weekends XXXX XXXX - XXXX XXXX, Eastern Time. 

Sincerely, XXXX KeyBank ____________________________________________ This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. This communication may contain nonpublic personal information about consumers subject to the restrictions of the Gramm-Leach-Bliley Act. You may not directly or indirectly reuse or re-disclose such information for any purpose other than to provide the services for which you are receiving the information. 


On XX/XX/2018 XXXX XXXX, XXXX XXXX wrote : > CUSTOMER NAME : XXXX XXXX XXXX > FIRST NAME : XXXX > MI : XXXX > LAST NAME : XXXX > EMAIL ADDRESS : XXXX > PHONE : XXXX > STATE : PA > INFORMATION DESIRED : SVC > COMMENTS : I am inquiring about the status of my promotional bonus for opening my key account. I have fulfilled the requirement and is past 90 days. Thanks > > >

Company response to consumer: Closed with explanation