Consumer complaint received 2021-06-01
Company: KEYCORP
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Hello, I feel I must explain this for a true understanding. My wifes youngest brother was admitted to XXXX in a hospital near XXXX FL. My wife was trying to find a reasonable price airline ticket and came across, XXXX. We were quoted a round trip price of XXXX per person which included taxes and fees. The destination was XXXX Florida departing from XXXX airport. The total charge of {$370.00} my wife hit book and confirm, and she was charged {$770.00} without explanation or confirmation of the charge of {$770.00}. She immediately contacted XXXX and they were unable to explain the charge of {$770.00} and informed us their tech team would investigate and call us back, that call never came. We spent almost five hours trying to resolve this with the vendor without success. So I called my Key Bank to dispute the unauthorized charges and to my surprise, the dispute was not filed so I went down to the local bank for assistance, and the specialist saw that something wasnt right and she assisted me with filing a dispute. I thought everything would be resolved however I received a letter from Key Bank informing me that they can not dispute the quoted amount. I called customer service for an explanation and the service representative repeating the same information which was they can not dispute a quoted amount. I ask the representative what that meant since that amount was never quoted, confirmed, or even displayed and that they just charged that amount out of thin air. I also explained that even after I was charged {$770.00} XXXX still had the round-trip price of {$180.00} per person departing from XXXX XXXX destination XXXX Florida totaling {$370.00}. I did not hit book and confirm again because I did not want to be charged again. I could not believe that I could be charged an amount without being informed of that amount, confirming that amount, and Key Bank not seeing what had happened. Crazy things I actually booked the same flight directly with XXXX XXXX for XXXX total Round trip departing from XXXX XXXX destination XXXX Florida. I also paid for the membership program for future saving which totaled XXXX. So my total charge was XXXX plus the XXXX. 

It is so wrong because the merchant XXXX, Key Bank, nor XXXX can not explain the XXXX charges or make any sense of it. They first attempted to say yes XXXX plus XXXX however that total is {$750.00}, not {$770.00}, and again as you see the attachment clearly states XXXX round trip per person. Key Bank and XXXX told me to contact the merchant XXXX which I did spend almost five hours on the phone only to be promised a call back that never came. The local bank specialist spent about an hour on the phone with the merchant XXXX and they again promised a call back that never came. There is something seriously wrong that I could be robbed for {$770.00} and nothing can be done. I lost over a XXXX dollars {$770.00} plus {$380.00} because we were so exhausted from trying to get a resolution on XX/XX/2021 that we could not drive to the airport for fear of falling asleep on the road. Top things off my wifes brother XXXX XXXX on XX/XX/2021 and if it had not been for the shady business of XXXX we would have been there to say our goodbyes however again due to exhaustion we simply could not make the drive to the airport. I have upload supporting documentation. Please contact me for further details this action simply can not be allowed to happen especially at critical moments as such. My number is XXXX email address XXXX My bank account was fraudulently charged {$770.00} on my statement as XXXX charge of {$38.00} and XXXX of {$730.00} XXXX claims to have no knowledge of this charge and referred me back to XXXX, XXXX continues to toy with me laughing at times and my Bank refuses to understand me when dealing with customer service on the phone and over the internet. I have disputed both unauthorized charges however my bank is unwilling to help. If my Bank cracked down on this the fraudulent activity would not be possible. Was is so disturbing is after I was charged the {$770.00} XXXX still advertise the {$180.00} price per person including taxes and fees and I was also able to book and confirm the same flight directly with the air for almost the same prices with a {$7.00} dollar difference. 
How can they charge you without telling you what the cost is or give you an opportunity to see and agree to the cost, that is fraud however no one else seems to agree or just keep us going in circles.

Company response to consumer: Closed with monetary relief