Consumer complaint received 2017-07-04
Company: KEYCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In XX/XX/XXXX I responded to an offer from KeyBank to open a new account and receive a {$200.00} gift for meeting certain requirements : open a basic checking account by XX/XX/XXXX, and make one direct deposit of at least {$500.00} within 60 days of opening the account. I met those requirements : I opened the account XX/XX/XXXX and made a direct deposit of {$1000.00} on XX/XX/XXXX. However, KeyBank refuses to pay me the {$200.00}. On XX/XX/XXXX, I called KeyBank customer service at XXXX to inquire as to why I had not received my giftKeyBanks terms said I would be paid within 90 days of meeting the requirements, and it was past 90 days. The representative said I had not been enrolled in that program, and was not owed {$200.00}. When I disputed her observation, she instructed me to contact the branch where I opened the account. I opened the account at the branch located at XXXX XXXX XXXX XXXX, XXXX, OR XXXX. The banker who assisted me in opening the account was XXXX XXXX. I attempted to contact her on XX/XX/XXXX, and again on XX/XX/XXXX, but she did not respond to my emails. On XX/XX/XXXX, I called the branch manager, XXXX XXXX. He said he would look into the matter and get back to me, but over a week passed and I heard nothing. I called XXXX. XXXX again on XX/XX/XXXX. He informed me that, subsequent to his investigation, he was not going to pay me the promised gift of {$200.00}. His reason was that I had already received the gift on XX/XX/XXXX. However, as I told XXXX XXXX, that {$200.00} was not the gift, but a credit memo reimbursing me for XXXX  counterfeit {$100.00} bills KeyBank had given me when I had made a withdrawal on XX/XX/XXXX. When I attempted to deposit the money at XXXX XXXX XXXX that same day, I was informed by the banker at XXXX, XXXX XXXX, that two of the {$100.00} bills I was given by KeyBank were counterfeit. XXXX XXXX confiscated the bills and informed me he would be submitting them to the FBI. I returned to KeyBank that same day to complain about what had happened. This complaintfurther discussed in emails with XXXX XXXX -- resulted in the credit memo for {$200.00} on XX/XX/XXXX. In an email dated XX/XX/XXXX, XXXX. XXXX indicated her superior, XXXX. XXXX, was assisting in the situation, and also assured me I would receive my separate {$200.00} gift by XX/XX/XXXX. This assurance has proven false. Despite the evidence KeyBank recognized there were two separate issuesthe counterfeit {$200.00} and the unpaid {$200.00} giftand that XXXX XXXX had prior knowledge of these issues, he stood by his refusal to pay me what I am owed. When I informed him I was taking my complaint to the CFPB, he said, Go ahead. So I have. Furthermore, on or about XX/XX/XXXX, XXXX XXXX applied for an unsecured personal loan on my behalf without my knowledge or consent. She claimed it was to help me with some credit card debt I had incurred, but I had merely wanted to discuss my options to mitigate that debt -- I never told her I wanted to apply for a loan. KeyBank rejected the application XXXX XXXX filed on XX/XX/XXXX. This loan application resulted in a hard inquiry on my credit report, which I did not want to incur. Finally, I have jpeg images of the counterfeit bills, but they are over 10MB each and will not upload to CFPB 's website. If KeyBank wants them, I can provide them. My hope is KeyBank, a multi-billion dollar corporation, will merely make right on this {$200.00} debt, rather than draw it out by requiring yet more evidence of the bank 's error.

Company response to consumer: Closed with monetary relief