Consumer complaint received 2023-02-10
Company: KEYCORP
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Key Bank is supposed to alert my cell phone whenever a transaction of {$100.00} or more occurs in my checking account. I used my debit card on XXXX XXXX at XXXX in XXXX, XXXX XXXX alert was ever sent to my phone. 
On XXXX XXXX I was on my computer an received an email notice from Key Bank that a transaction of {$170.00} just took place. I immediately went onto my on- line banking to find out that not only this transaction took place but another transaction for {$170.00} took place. 
{$170.00} at a XXXX in XXXX, XXXX 2 hours north of where I live and another for {$170.00} at a XXXX in XXXX, XXXX 2 hours south of where I live. Similar numbers and obvious fraud. 
I am holding the card in my hand as I immediately called the Bank to report fraud for these two transactions, both were still pending. 
I was put on the phone with someone who could not speak English very well and had to continually repeat myself over and over. The woman sounded distant as if from a far away country. I was calling to report only these two transactions. Again I never received a texted alert from the Bank. 
The woman then started asking me about other XXXX and XXXX transactions on my account and if they were fraud. I did not know if they were because they were all under {$100.00} except one so I would have never received a text alert for those transactions. Since I did not know if they were, and the bank said they would investigate them and could take months, and maybe is not an answer, I said yes, assuming they and not myself would investigate them. The woman had me on the phone for almost an hour to report two fraudulent transactions. Now, after the fact I feel as though this is a form of entrapment. 
I called to investigate 2 transactions that were pending, and immediate and were occuring and still pending on the day I called. 
The bank let one transaction go through and another 4 days later on XXXX, and here I thought they could catch the criminal in the act. 
Two week later I received a letter from Key Bank stating that these transactions would not be covered under fraud because they went back to XXXX of XXXX transactions at XXXX and XXXX and these complaints expire after the XXXX day of first reporting them. 
I want the bank to reimburse me for both of these fraudulent charges. Is that not why a consumer uses a bank, a credit/debit card, because they feel that they are protected from fraud. 
I called the fraud division and was told it was my responsibility to contact the merchant to receive a credit, and how is a consumer supposed to do that? 
I called the fraud division of Key Bank twice to explain my situation and was told someone would call me back within XXXX hours, no one ever called and that is after speaking to a supervisor. That last call was XXXX. 
Now I am filing a complaint, filing a civil suit with the local Magistrate and filing a Federal Reserve XXXX as well, I have no other options I am aware of. 
My wife and I are on Social Security, limited income, so {$350.00} in total may not be a lot of money to Key Bank but it is to us. 
We have been banking with Key Bank since moving to Pa in XXXX. We are now withdrawing all funds, switching banks for Social Security direct deposits, and filing a civil suit in hopes of getting paid back.

Company response to consumer: Closed with explanation