Consumer complaint received 2018-12-10
Company: KEYCORP
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In Key Banks rebuttal, they state that they understand the importance of our clients financial wellness and that they are committed to providing excellent service. 

Key Bank has not demonstrated any of the above ethical behaviors. 

XX/XX/2018 Key Bank placed a {>= $1,000,000} hold on my account. I had my personal banker email the internal Key Bank employee who had placed the hold requesting the reason such an astronomical amount had been place on my account. Within one minute of the email being sent, the {>= $1,000,000} hold was lifted. No explanation. 

XX/XX/2018 another {>= $1,000,000} hold was placed on my account. I was directed to Key Banks legal counsel, XXXX XXXX, to obtain the reasoning such another such astronomical hold was placed on my account. Mr. XXXX, Key Banks legal counsel, refused to discuss anything with me in regard to the {>= $1,000,000} hold. This is both highly unprofessional and unethical. 

After 8 days of having a {>= $1,000,000} hold on my account, on XX/XX/2018 the hold was reduced to {$10000.00}. Again, no explanation for the reduction was given to me by either Key Bank or Mr. XXXX. 

XX/XX/2018 Key Bank/Mr. XXXX and I were to attend Mediation. However, Mr. XXXX, on behalf of Key Bank, filed a Motion vacating Mediation prior to the Mediation that morning, again avoiding answering the questions regarding the two {>=  $1,000,000} holds which were placed on my account. 

XX/XX/2018 Key Bank closed my account, taking my {$2000.00} funds without any explanation or reasoning. 

Key Bank has not acted in accordance with their Mission Statement, which is copied below from their Core Value portion of their website. 

Client Focus Our clients and their financial wellness are the focus of our work. Our decisions are centered around delivering ease, value and expertise to our clients and doing what is best for the communities we serve. We all work together to create a positive impact on individuals and businesses where we work and live. 
Not once has Key Bank demonstrated that my financial wellness was the focus of their work. I am asking Key Bank to show how their actions with regards to the {>= $1,000,000} provided me with ease, value and expertise to me as a Key Bank client. 

How did Mr. XXXX not know of the Judgment in Case XXXX on XX/XX/2018 which resulted in a lawsuit against Key Bank ( Case XXXX )? 

Mr. XXXX law firm claims it was served with lawsuit XXXX on XX/XX/2018, however, XXXX XXXX XXXX has no record of any such filing. How is this possible? 

Key Banks representative, XXXX ( XXXX ) reached out to me via phone XX/XX/18 at XXXX XXXX. I returned her voice message only to be told XXXX was not available and could not discuss anything with me. XX/XX/XXXX at XXXX XXXX  I again called Key Bank and XXXX told me that a Regulatory Agent would be in touch with me. XX/XX/XXXX, I again called Key Bank at XXXX XXXX. I was told XXXX XXXX was the Regulatory Agent assigned to my case. However, XXXX was not available. I asked for her voice mail box and was put on hold for 5 minutes. I was then disconnected. XX/XX/XXXX, I again called to speak with XXXX and was told she would contact me at the appropriate time. 

I would like Key Bank to explain how their above outlined actions align with their Mission Statement and Core Values.

Key Banks unethical actions and lack of concern for my financial well-being has caused me tremendous mental anguish and distress. 

Key Bank is not a financial institution who places their clients financial wellness as a priority. Key Bank did not provide me with excellent service. Instead, Key Bank refused to communicate with me and avoided answering why a {>= $1,000,000} hold was placed on my Key account twice. 

Key Bank essentially placed 2 {$990000.00} liens on my account without any verbal or written explanation. 

Since XX/XX/2018 I have been emotionally and physically distressed about the unethical actions of Key Bank. For 116 days Key Bank has demonstrated the most unethical financial actions and has clearly not had my financial wellness at their concern. 

I am requesting that the XXXX hold Key Bank accountable to addressing my concerns about the {>= $1,000,000} liens which were place on my account. Why were these liens placed? 

I am still waiting for Key Bank to respond to my anguish and emotional distress they caused by placing two {>= $1,000,000} liens. On XX/XX/2018, XXXX XXXX told the XXXX in writing that they would respond to my concerns with quality and integrity. To date Key Bank/XXXX XXXX has not followed through on this promise. Another example of Key Banks inability to act in an ethical manner as a financial institution. 

I await Key Banks responses to clarify their actions against me since XX/XX/2018.

Company response to consumer: Closed with explanation