Consumer complaint received 2020-11-24
Company: KEYCORP
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
I have a Key Bank debit card from Key2benfits for XXXX XXXX XXXX comp XXXX checks to be deposited into my account. 

On XX/XX/XXXX according to Key2benfits customer service they had deactivated my debit card. When I asked why, they told me they weren't sure why, they had deactivated it. 

On XX/XX/XXXX I again called Key2benfits customer service ( number XXXX ) to ask about getting another debit card so I could access my account. I was on the phone with them from XXXX. They told me a new card would be mailed and arrive on XX/XX/XXXX. I told them I couldn't wait that long to access my money, then said " you don't have that much money in your account anyway. '' I asked why key bank had deactivated my debit card anyway? Key bank said they weren't sure why it was done or who did it. 

I was then passed on to XXXX in customer service, because I was refusing to drop getting access to my account. XXXX was the first person that I talked to that was nice. She couldn't help me, so she had to transfer me to another person to assist me. No one was able to assist me, and I went through several transfers after that. The last person I got was extremely rude. She kept interrupting me, and said I could wait till XX/XX/XXXX to get my new card and access to my account. That I didn't have that much money in my account anyway. ( I had to plug my phone into the phone charger, because I was on the phone with them so long ). 

XX/XX/XXXX XXXX called key bank again. Talked to XXXX. was on the phone with her for 34 minutes. She said it would take XXXX days to activate a new debit card for me. I requested one as soon as I could get it. She said that a new card had been sent on XX/XX/XXXX, but the other customer service people said it hadn't been sent and would not come until XX/XX/XXXX. 

XX/XX/XXXX XXXX XXXX  called key2benfits customer service, talked to XXXX XXXX Requested that Key2benfits overnight me a card since none has arrived yet. I had to verify my name, address, DOB, SS #, and answer 3 questions in 3 minutes. They said it would talk 2-3 business days. Someone would need to be home all day to sign for the package. That it would most likely be on Monday or Tuesday. I explained that I couldn't be there all day, and didn't have anyone else to be there all day. That my son and his wife were in college and working. Key customer service person, told me they could stay home from work and college! I told them that wasn't an option. I then asked if they could send it to my mom 's address, as I could be there to sign for it. I gave them the address : XXXX XXXX XXXX, XXXX XXXX, Ohio XXXX. They said they couldn't send it there, only to my home address. I asked what other options do you have? Could you overnight it? XXXX XXXX  has done that for me before. Key said they are not allowed to overnight debit cards. I asked if they could reactivate my debit card? They said no. I asked again, if they had any other options. They said no. The lady wasn't very helpful. 

XX/XX/XXXX Called Key Bank in XXXX XXXX, Ohio XXXX to see if I could get a debit card sent there and pick it up in person. They said no, that I have to go through Key2Benfits.

Nothing I have tried or suggested has worked ; and Key2Benfits doesn't seem to be willing to assist with this issue. I have money sitting in my account that I can not access because of this issue. I would appreciate any assistance you could give me. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation