Consumer complaint received 2019-05-29
Company: KEYCORP
State: OH
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2019 I went to KeyBank XXXX XXXX XXXX XXXX. XXXX XXXX. OH XXXX ( XXXX ) XXXX Branch Mgr. XXXX XXXX to fill out an International Wire Request Form that was provided by the Law Office of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX for me to be able to receive my funds from the property I sold in XXXX and the Law Office brokered the deal. 


I was waiting in the area that allows you to see the branch manager and the other representatives of the bank that help you open accounts as well as I was familiar with this area because I had already wire transferred several thousands of dollars to XXXX through Personal Banker XXXX XXXX who was off this day. As I waited in this area the gentleman who sits to the right of the Branch Mgr. XXXX XXXX came out his office and said " someone will be with you soon, is there something specific you are here for? '' I said I will be receiving an International Wire of funds and I need to fill out the banking information form and he said " No one is in the lines and one of Tellers can easily give you your account information for that ''. I proceeded to the tellers where the lady to the right of " XXXX '' took care of me ( don't know her name ). I told her that I would need to fill out this form because I am receiving an International wire and I handed her the form under the glass. She investigated the document and told everything that I had filled out was good because I had my account number on it. I told her that my lawyer told me I need a SWIFT Code. She looked over the document and saw the space for the SWIFT Code and told me again " No! All you need is your account number and ABA # and you will be fine. I took her word and left the building and sent my paperwork to my lawyer. However, when XXXX XXXX tried to send me my money from the sell it bounced back because there was NO SWIFT Code. Without the SWIFT Code the funds could not reach me and I was charged a 4.6 % Surcharge for insufficient information in the amount of {$5100.00}. Here is the communication from XXXX XXXX  XXXX ( Hello Mr. XXXX, We have received your funds back in our banking institution due to wrongful information. Provide us with your banking information so we may revise and resend your funds, or as an alternative send it via  Courier in a certified check. There is a 4.6 % surcharge fee for refilling and resending. Payment instructions attached. 
Please confirm your information. 
Bank : Acct. : # Routing : # ABA : # Swift Code : # XXXX, XXXX XXXX XXXX | XXXX | XXXX XXXX XXXX XXXX I XXXX XXXX XXXX XXXXv. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX, XXXX F XXXX. XXXX : XXXX XXXX XXXX XXXX ) After receiving this email I was very upset and went back to KeyBank and I talked with the Branch Mgr. XXXX XXXX and he offered his apologies as well as I noticed he didn't know the KeyBank SWIFT Code because he had to call someone and they emailed him the and he printed for me. That was very disheartening finding out that everyone in this branch had no idea how to handle my banking request and called had to be made. However, It was too late and cost me {$5100.00} due to their negligence. 


XXXX XXXX gave me the email to the Executive Inquiry where I contacted XXXX at XXXX and took all my evidence and statement and escalated to a woman named XXXX who called me and let me know because it was not KeyBank 's charge they will not reimburse. She agreed with me that the bank was negligence and refused to escalate further and told me they don't have insurance to cover me either. We went back and forth until she hung up on me stating " we are not paying you " even though they were wrong. My lawyer told me I should start here before taking legal actions.

Company response to consumer: Closed with explanation