Consumer complaint received 2021-06-08
Company: KEYCORP
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On Saturday XX/XX/XXXX I took a payroll check to Key Bank in XXXX XXXX CT. My employers check comes from this bank and I have an account there. 

Due to a medical emergency I was overdrawn by {$200.00}. I deposited the check to get the account back to positive. Again, this was a deposit of a check from the issuer with the same bank. My printout said available balance {$480.00}. 

I paid some bills that totaled to under the {$480.00} available. On Monday, I see that my check has not cleared and Im overdrawn. I call Key Bank corporate at XXXX. They had to physically get the bank to remove the hold. Corporate told me I would not be charged overdraft fees because there shouldnt have been a hold on it On Tuesday I got hit with XXXX overdraft charges and a sustained overdraft charge. I called the branch. They refused to refund the overdrafts citing that on Saturday I should have told them I wanted the funds available immediately. I asked for clarification. They said if I told the teller I wanted them available the day Id deposit they could have made it available. Otherwise, they put a hold on it. 

I cited that it should be common sense that I want the money immediately - especially since I was overdrafted. Their defense was that some people do not care if its available right away so unless I ask, they dont do it. Its difficult to type that sentence and take it seriously. Some people dont want their money right away? Show me these people. 

Again, if Im overdrafted, it should be implied I do. Second, Im not sure theres a single hardworking American who doesnt want there money right away. If it is capable of being done that same day why wouldnt that be the default policy? I have to ask or else I may fall into a trap that seems awfully predatory. 

Throughout this call to the branch, the manager XXXX XXXX cited my last history of overdrafts. I said I was aware but I always paid them and never complained. I had multiple medical emergencies this month so I had no choice. But I always brought my account to good standing and they ultimately profited off it with the charges. He proceeded to condescend about my history playing a part in not working with me and that I should use the tools available to me as a consumer to monitor my balance. Again, I am calling about an isolated incident and not ones I was aware of and had no choice but to do. 

I did my due diligence to get the money in there Saturday. It was a deposit from the same bank from my employer. They made note I was overdrafted. And they still didnt make it available right away? 

Branch Manager XXXX XXXX took it to his supervisor - XXXX. I was given no last name. I was not allowed to talk to her. She rejected forgiving me the XXXX in overdraft fees and they have so far refused to let me contact her. 

From a common sense perspective, none of this made sense. They were fully capable of making the money available - their acknowledgment. They werent even going to release the hold until I made corporate call Monday - so it sure seemed like they were going to let it go another day and stockpile more overdrafts. 

Corporate ensured me that I wouldnt be charged overdrafts for this. By Tuesday, corporate was blaming me for not asking on Saturday and bringing up my overdraft history to justify this unique situation. I dont find the XXXX to correlate. I was aware of the others. I hated doing it but I had to survive. I paid it back and the bank made money. This time was different. 

It was unprofessional and shifty. The policies seem designed to create problems. In no way, does holding the money of it can be cleared instantly make sense. On top of that, their demeanor with me was condescending and unprofessional. It showed XXXX awareness of a still pandemic economic climate on top of personal medical emergencies.

Company response to consumer: Closed with explanation