Consumer complaint received 2019-09-20
Company: KEYCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
XXXX XXXX XXXX XXXX Complaint ON XX/XX/2019 I had an {$8.00} balance in my checking account, and a {$10.00} charge came thru and KeyBank paid it leaving my account negative - {$1.00} the very same day another charge of {$25.00} came thru and KeyBank paid that charge to causing my account to go negative again to $ XXXX Now that my account is in the Negative why would they cover the next charge of {$6.00} on the XX/XX/2019 now sending my account Negative -- {$61.00}. Here comes the doozy!!! On the XX/XX/XXXX I went to the Branch and deposited {$20.00} because at that time my account said I was only {$12.00} I felt that I made it in time to cover whatever charges the Bank covered. Now on the very next day the XX/XX/XXXX The Bank covered a {$.00} cent charge and my account was XXXX in the hole. And now they charge me another {$38.00} and then another XXXX on the same day the XX/XX/2019 Now my account is over XXXX XXXX dollars. I can't believe that they would cover a XXXX cent charge when my account is in the Negative XXXX. I can not believe how that one XXXX cent charge cost me {$67.00} on the XX/XX/XXXX I got charged {$38.00} and another {$28.00} which I don't get. This is the fourth time this has happened and I OPTED OUT OF OVERDRAFT. And the branch Manager never told me about any exceptions that they cover regardless of me opting out. Why would I OPT out of overdraft protection if it was not going to work. I have two other bank acounts and when I do not have the funds in those accounts I get declined and KeyBank assured me that this would be the case if I was to Opt Out Which I did only to get hit with overdraft charges Four separate times. I called KeyBank customer service and was told that they would not waive any charges. And I do not believe that I am liable for these charges. What is the point of opting out of overdraft protection if you can't Opt out???????????????? I told them I was willing to come in and cover the charges that they covered but I did not feel responsible for the {$100.00} in overdraft fees.I am on a fixed income and that is why I opt out of Overdraft protection since my accounts run down thru the Month this safeguards that from happening. However KeyBank has their own rules that were not disclosed to me any of the times my account went overdrawn and I got fees added to my account. I am done paying any fees and I would like to get my account caught up and get this to stop happening or else I WILL just have to close the account. Thank you for your help ( THE BEGINNING PART TWO ) On XX/XX/2019 I opened an account with KeyBank online. As I signed up I chose to opt out of overdraft protection due to me on a limited income and that way I don't have to worry about my account being over drawn, And I have two other Bank accounts and when the accounts are low on funds I just get declined due to insufficient funds. However the very first Month with Key Bank I went over drawn and they charged me XXXX in overdraft fees and I found out that the Lady I signed up with didn't opt me out so I was stuck with all those fees. I then went into the XXXX XXXX KeyBank and sat down with the Manager and made sure I was opted out. Well the very next month in XX/XX/XXXX I got hit with several more overdraft charges. Now I am a little frustrated because I know I OPTED out of that. I go back to the Bank In XX/XX/2019 and ask why was I incurring charges when I OPTED out?? What??? That makes NO SENSE AT ALL. .And in XX/XX/2019 I got hit with more charges, and when this happened I noticed my account was low so I went and deposited {$1500.00} but it didn't get counted till the next day. I had to pay those charges as well. I asked the Bank to please stop paying my overdrafts The branch Manger XXXX, Told me that now that she confirmed That I opted out that it should not happen again. But it did happen again and again and again. I guess full disclosure doesn't apply to KeyBank because it was not disclosed to me that the Bank would pay certain charges even though you opt out of overdraft protection

Company response to consumer: Closed with explanation