Consumer complaint received 2020-04-27
Company: KEYCORP
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
DownLoadable Copy of this letter is at : XXXX : XXXX @ XXXX I deposited a check from XXXX XXXX into My KeyBank checking account that did not go through, so because the check did not go through, KeyBank made it so that I can no longer access My account, and now, also, KeyBank has not responded to My request to have My account unfrozen. I sent this letter to KeyBank and for some unknown reason, KeyBank has not yet taken the hold off of My ATM card, Your help in getting My money freed up is Greatly Appreciated, XXXX XXXX To : KeyCorp Chairman and CEO Ms. XXXX XXXX XXXX XXXX https : XXXX XXXX : XXXX ( XXXX ) XXXX And KeyCorp XXXX XXXX XXXX XXXX and Chief Operating XXXX | KeyCorp Board of Directors XX/XX/2020 From XXXX XXXX KeyCorp CEO and chairman XXXX XXXX XXXX XXXX Your retirement. 
Incoming KeyCorp CEO XXXX XXXX congratulations. 
I am looking to access My debit card without having to contact anyone anymore. 

Something went wrong and I am sure that You can fix it. 

I opened a KeyBank Account, Debit Card # XXXX XXXX XXXX XXXX, to have Direct Deposits of My Social Security Benefits deposited into. 

I was informed by Your Staff : Phone # XXXX, that because of the {$600.00} check mobile-deposit that I made was not negotiated, Your Staff blocked Me from gaining access to My Social Security by blocking My Debit Card. 

I do not have any money to call on the phone anymore because My phone has been restricted and I do not have any money to go to any KeyBank Branch because My Social Security is being held. I can not go to the nearest KeyBank which is Miles away and I can not walk there and I do not have any money to pay for transportation to KeyBank.

I was informed by Your staff that if I stopped into a KeyBank there is no promise that this matter would be resolved anyway. 

I have called KeyBank over 20 times to XXXX, XXXX, XXXX, and My social security is still being held and My debit card does not work. 

Your staff told me that I was suspected of fraudulently using My debit card, which is not true because I never attempted to use My debit card to make any deposits. 

One day I bought a XXXX prepaid {$100.00} gas card and I used it once to make a purchase at a XXXX gas station in XXXX XXXX   for {$40.00}, then I went to use it at a XXXX gas station a couple of days later, I was told that there was no money left on My card. So I spoke to the XXXX XXXX XXXX and XXXX told Me that a {$60.00} purchase at a gas station in the state of California cleaned out My balance. I did not make the {$60.00} charge in California because I was never in California, so the XXXX XXXX XXXX gave Me the {$60.00} that I never used because, someone, somehow made a card with My {$60.00} on it and used it to withdraw all of my money for gas in California Your staff mentioned something about someone attempted to make a transaction fraudulently in XXXX NY, it was not Me. I have had My ATM Debit Card with Me 100 % of the time since the day that I received it in the mail from KeyBank, and it has not been out of My possession, I have My KeyBank ATM Card with Me right now and no-one besides Myself has ever seen it or used My KeyBank ATM Card.

I do not have money to buy food. I do not have money to pay My insurance which is due to elapse if it is not paid today, I was informed that I will be charged Attorney fees and evicted which would make Me homeless, all because My Social Security is being held. If there is a lapse of My insurance the Department of Motor Vehicle can  suspend My registration and, If there is a lapse of My insurance, the Department of Motor Vehicle can suspend My driver 's license Before I deposited the {$600.00} check into My KeyBank account I called XXXX XXXX Bank and they told Me that the {$600.00} check # XXXX was good and that there was enough money in that checking account for Me to cash the check. 

So that very same day I made a mobile deposit into my KeyBank after I received the check back from KeyBank, I again called XXXX XXXX Bank  and XXXX XXXX Bank  told Me that the check was good and that I should stop into XXXX  XXXX Bank and cash the check and that there would be a {$7.00} fee to cash the check at the XXXX  XXXX Bank. The checks bouncing that keeps coming up and being mentioned over and over again when I call KeyBank and, I am repeatedly told as the reason for My funds being held is not and never was a concern of mine, I can never control a checks cash-ability that I deposit, I can and did all that I could do by calling XXXX  XXXX Bank before making the mobile deposit into KeyBank, I was told that I should not have deposited a bad check and that I was responsible and should be not deposit bad checks into My KeyBank checking account as though I purposefully deposited a bad check in to My account knowingly which I did not because I did all that I could do. The only other thing that I could have done was to cash the check at a XXXX Bank then put the Money into the KeyBank Bank. 

I just need to not have any more fine and fees added to My accounts and to stop the warnings about eviction, I need the ability to use My Debit CarXXXX. 

I was informed that the same check that I can walk into a Bank and cash, is not cashable in the KeyBank Mobil App and is the cause of this problem. 

The check that was cashable in the Bank caused the KeyBanks online Banking not to work I sent a letter to KeyBanks XXXX page messaging to resolve this matter and My Debit card is still unusable I to keep from being evicted, sent a request to Your XXXX XXXX XXXX account, and KeyBanks XXXX, and I have not gotten any response. 

I am doing what I can to keep from being evicted. 

I took 2 minutes or so to open a KeyBank online account and use it, I believe it would take on time at all to free up My Social Security. 

I have not been able to use My ATM card for over 2 weeks now and I can not use My Social Security money. 

I am trying to avoid the obvious like having to pay higher Insurance premiums later because of cancelations. 

I am seeking access to My debit card without having to contact anyone else or to communicate anymore about this matter. 

I have spoken with someone from KeyBank on the phone over 20 times, and XXXX  times Your staff on the phone has confirmed that it was Me, XXXX XXXX, that they were talking to XXXX times. 

I have My ATM card with Me and no-one but Myself has ever used it. 

I have the XXXX  XXXX check that KeyBank sent Me in the mail which is the check that I deposited into KeyBank through XXXX XXXX XXXX. 

I went to a local ATM near My House and used My KeyBank debit card on XX/XX/2020 at XXXX pm only to find that My KeyBank ATM card was not working. 

I am aware that the same check that XXXX XXXX Bank will cash, that very same check can not be cashed using KeyBanks Mobile or KeyBanks Online Banking platform. 

I have called KeyBank so many times that they recognize Me without Me identifying Myself. 

I spent XXXX minutes or so to open the KeyBank online Checking Account, It probably would take 2 minutes or less to free up My ATM card so that I can use My Social Security money. 

I, without having to make any future letters, would love to use My ATM card Thank You in advance for resolving this matter and I hope that I have cleared up any misunderstandings. You can reach Me at My Email addresses, for now, I hope that My email does not become unusable by Me because of on money. 

I do not need a new ATM account or card, or checking account the card that I presently have works fine, I just need it to be unlocked. 

I have called Your Bank more than 20 times so much that they know who I am right away without me repeating My identity, they have all of My info for Your review. 

A check that is cashable in the XXXX  XXXX Bank is not cashable in KeyBanks Mobile App I am now aware of. I just need My retirement money and My ATM card working again. 

Make it a Great Day, XXXX XXXX

Company response to consumer: Closed with explanation