Consumer complaint received 2017-12-03
Company: KEYCORP
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XXXX XXXX 2017, around XXXX, my brother in law and I went to Key Bank to open a saving account. I carried a total of {$120000.00} cash ( which included 4 bundles, {$30000.00} each ) I handed to XXXX the first bundle and wished to deposit to my account. XXXX XXXX and XXXX guided me into the Branch Manager 's office to go through the transaction. XXXX went to retrieve the money from counting machine, which showed only {$29000.00}. She then informed me that the first bundle was short of {$500.00}. She carefully divided them into {$5000.00} each stack and gave them back to me. 

I then gave her the rest three bundles for the total of {$90000.00}. Meinast counted out this amount, but she did not place this in front of me, she placed it off to the side, instead. 

I told them that I wanted deposit {$100000.00}. I gave XXXX XXXX XXXX stacks, that XXXX gave to me earlier, that were {$20000.00} more to deposit into my account. She turned to me and asked how much I wanted to deposit into my account. She asked this knowingly that I had given her the wrong amount of money. I repeated that I wanted to deposit {$100000.00}. After this confirmation, neither employees presented my money in front of me, but instead, they both go to the back area of the bank for around 20 minutes. 

XXXX printed out and handed me the receipt for the transaction. On the receipt, the transaction was only for {$100000.00} even though I had handed over to them {$110000.00}. They did not give me back the extra money that I did n't deposit. 

When I left the bank, I had realized that both XXXX and XXXX had taken my remaining money. I could n't confront them because the bank was closed for the day and was also closed the next day due to XXXX 's XXXX XXXX. 

When I arrived home, I immediately called the bank. The male whom answered the phone did not identify themselves, I told my situation to this person and he said " I do n't think so. '' On Monday, XXXX XXXX, I returned to the XXXX Key Bank branch to speak to the XXXX. I was only able to introduce myself before the XXXX started yelling at me to leave the bank. He said that a lady will contact me whom has the clearance to view the cameras within the bank. 
This person calls me and then tells me that the footage on the cameras only showed that I handed to XXXX and XXXX only {$100000.00}. I had asked to speak to XXXX, but the branch XXXX told me that she had taken the day off due to sickness. 

On XXXX XXXX, I called XXXX to file a complaint. The phone operator that I had spoken to told me that they had emailed the branch already concerning my case. They suggested that I go back to the branch as they had already received the email. 

On XXXX XXXX, I returned to XXXX Key Bank to state my case again. Neither XXXX or XXXX were there but I was met with XXXX. After telling XXXX my situation, he told me that he could n't do much to help me. 

In conclusion, I had given XXXX {$10000.00} extra and instead of returning that amount to me it has gone missing. I lost {$10000.00}.

Company response to consumer: Closed with explanation