Consumer complaint received 2022-02-25
Company: KEYCORP
State: MI
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On XX/XX/XXXX I had went shopping at XXXX XXXX I spent {$130.00} then left. When I left I was going to meet my brother at his home and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I noticed on XX/XX/XXXX when I went to go pay my rent my card kept decling. So I got onto the XXXX app and to my surprise my balance was almost depleted. The last place I used my card was at XXXX 's on XX/XX/XXXX for XXXX I seen a charge at the same XXXX 's an hour or so later for {$53.00} which I knew I didn't do because right after I spent {$130.00} with-in XXXX minutes XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was in XXXX from XX/XX/XXXX until XX/XX/XXXX and most of XX/XX/XXXX I was on XXXX XXXX XXXX XXXX.. there's no way I was out shopping.. I called XXXX and gave my permission for my XXXX XXXX to speak on my behalf so I could report unauthorized charges. The woman on the phone went through the charges and was told that disputes were filed and new card was on the way. I called everyday and the card was never deactivated until XX/XX/XXXX or XXXX I had contacted XXXX XXXX  once about this and a XXXX named XXXX had replied to my complaint stating that XXXX had no knowledge of me filing any disputes. So since XX/XX/XXXX through XX/XX/XXXX I had been trying to file unauthorized dispute charges with XXXX. I was told twice to file by mail or to fax.. I had mailed in disputes on XX/XX/XXXX and again on XX/XX/XXXX never head about my disputes from anyone. So I tried faxing my disputes. On XX/XX/XXXX I waited heard nothing. So I sent another fax on XX/XX/XXXX waited heard nothing. Then again on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX... I explained everything I've called XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and everything the customer service agent said that they would put that in my notes. I was able to call and speak better then I had in the past on XX/XX/XXXX and asked if my disputes had been investigated and the customer service agent said there was no disputes maid. She asked how I made these disputes I told her what I told you above. She asked what fax number was I sending my disputes to I told her and she said that it was a fax number for XXXX but not the disputes department. So more then once I was given the wrong number to send my disputes, the letter explaining why there unauthorized, my police report and XXXX XXXX XXXX paper work.. for months I have been trying to dispute these charges and for months I have been getting the run around. The customer service agent on XX/XX/XXXX gave me a claim number and a what I hope was a good faxing number to send all my documents to. I have attached in my complaint police report, XXXX XXXX paper and all the receipts that I was sent through my faxing app showing I had been trying since XX/XX/XXXX to file unauthorized charge disputes. I know you record all phone calls you will see all the times I called.

Company response to consumer: Closed with explanation