Consumer complaint received 2023-09-07
Company: KEYCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Late in the business day/early evening on XX/XX/2023, I returned an item to XXXX XXXX at the XXXX XXXX in XXXX, Indiana. The matter posted on my account on that date. The amount of the return was {$83.00}. However, the next morning I discovered that XXXX XXXX mistakenly had charged me {$83.00} instead of crediting my account for that amount. I called XXXX XXXX as soon as it opened and an assistant, WHO REMEMBERED ME AND THE RETURN FROM THE NIGHT BEFORE, but whom was not the person that had conducted the transaction the night before, tried to fix the matter but was unable. I by that time was hundreds of miles away also. She said her manager would call me later that day. That never occurred. Regardless, I went into a Key Bank branch on XX/XX/2023, to contest the mistaken charge. The teller who helped me said absolutely nothing about me providing any further documentation. Still, my dispute of the mistaken charge was officially initiated by Key Bank and a provisional credit was credited to my account for {$160.00}, which represented both the amount of the mistaken charge and the amount I should have been credited for the return, in other words twice the amount of {$83.00}. Key Bank 's system automatically did this doubling right in front of me. Clearly, this situation involving mistaken charges that were supposed to be returns is something Key Bank deals with regularly. The provisional credit from Key Bank posted on XX/XX/2023. Over three months later, on XX/XX/2023, I noticed that Key bank had reversed the provisional credit on XX/XX/2023, also over three months after the provisional credit had posted on XX/XX/2023, and now, furthermore, my account was overdrawn. Key Bank apparently also had sent a letter to this effect dated XX/XX/2023, that I had not received yet. The substantive contents of the letter were relayed to me when I called Key Bank on XX/XX/2023, after discovering what had occurred. Among other things, the letter stated, over three months after the fact, that I was expected to provide further evidence or documentation if I wished to reinstate my challenge to the mistaken charge. It is unclear what, if any, substantive effort Key Bank put in on this matter, but my guess is that, as I was told on the day I filed the dispute that " it could take up to three months, '' that with the three month window closing on Key Bank it simply decided to throw the matter back to me without having done anything of substance to really investigate the mistaken charge-at-issue. When I contacted Key Bank on XX/XX/2023, to discuss the matter Key Bank neither reversed the reversal of my provisional credit nor was able to explain in any detail what it ever had done in this matter, also now leaving my account still overdrawn. However, it assigned my call an " Escalation '' reference of XXXX. 
The onus is not on me to prove this matter, especially three months after the fact, and, furthermore, Key Bank has more than enough information to have corroborated that the charge was mistaken. In fact, also, XXXX XXXX now has even had possession for over three months of the property I returned.

Company response to consumer: Closed with explanation