Consumer complaint received 2018-05-04
Company: KEYCORP
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
SOMEONE STOLE {$5600.00} FROM ME To be clear : I am, and have always been, the sole owner of this checking account. 
I do not share access, to this account, with anyone. 
I do not share my debit, credit, or any cards, with anyone. 
I do not share passwords. 
All my cards and passwords are in my sole possession at all times. 
I do not email or text any of the above access points. 
I do online banking and I make internet purchases on what are perported to be secure sites. 


On Friday, XX/XX/XXXX @ XXXX, I checked my Key Bank account, online, before I intended to send in payments on a few bills. My checking account balance had gone from almost {$10000.00} to around {$4000.00}. I knew I had not spent that much. 
The account showed two transactions occurring the previous day, XX/XX/XXXX, that I did not understand. One transaction was for {$2900.00} and the other was for {$2700.00} and they were designated WITHDRAWAL BRANCH XXXX NEW YORK. They were listed under misc.  on the previous day, XX/XX/XXXX. 
I didnt understand what this was. So, I looked up Key Bank Branch XXXX in New York and found a photo of what looked like a small store with Key Bank written on the Door and quite a few XXXX  reviews that were mostly bad- well written because of their specificity but overall that bank has a 2.3 rating. 
That bank reached into my account and took out {$5600.00}? And what did they do with it? 
It was XXXX XXXX by this time, still XX/XX/XXXX. I looked for Fraud on the Key Bank website. They list a definition of fraud, but no remedy, no phone number, no instructions. 
I had to search the internet again on reporting fraud to Key Bank. Its XXXX. I spoke to XXXX. She verified my SSN, my name and by birth day and year. I told her that someone had withdrawn money from my account without my permission. She said it was not done with the debit card or credit card, but that it was done at that branch, XXXX. 
XXXX and I were not communicating well. She told me that I would have to call or go to the bank ( I took this to mean the bank in New York ) to ask them about these transactions. I asked XXXX what she was going to do. She told me that she couldnt call because the bank was not open yet and she was getting off work at XXXX XXXX. I asked her for her last name or employee number. She said that she was not allowed to give her last name. There was a long pause. I felt that I had gotten nothing to assure me that I would get my money back or that what was left in my account was safe. I think I asked her for a case number. She may have offered the reference number ( ) on her own, but if she did, it was not when I first asked her what she would do. 
I called the hotline again at XXXX XXXX ( still Friday XX/XX/XXXX ) and spoke, I believe, with XXXX. She told me that the reference number was valid, and I was on hold for a short while as she called, the bank. She said I would be getting a call back from the bank today and that I would be given provisional funds until the theft issue is resolved. 
I got no calls from any bank and nothing changed on the Key Bank site. I called again on Monday XX/XX/XXXX at XXXX XXXX and spoke with XXXX. She told me I had to go to my local Key Bank to set up a new account, and I did. 
To date, XX/XX/XXXX : My money has not been replaced and I have not heard, from the bank, when it will replace the funds. 
All actions, except the unauthorized withdrawal, have initiated by me alone. 
I found the " error ''. I reported it in less than 24 hours. I went to my local Key Bank. 
Key Bank has not once called me, returned my calls or sent anything to me. 
Key Bank has not resolved the issues I listed below.

Company response to consumer: Closed with monetary relief