Consumer complaint received 2023-10-16
Company: KEYCORP
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a Laurel Road ( owned by Key Bank ) Loyalty Checking account on 2023 XX/XX/XXXX. Shortly after applying and being approved for said checking account, I listed it as my primary direct deposit account with my new employer. Then after setting up my online account access, I enrolled two ( 2 ) external accounts for external transfers - one is my XXXX XXXXXXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) and the other is XXXX XXXX XXXX XXXX XXXX was enrolled without any issueXXXX XXXX XXXX  got flagged by their fraud department, hence, without even contacting me to verify that I did enroll XXXX XXXX, Laurel Road 's fraud department went ahead and restricted my account access as a result of one of my external accounts being flagged in the system. The restriction on my Laurel Road Loyalty Checking account was initiated on Tuesday, 2023 XX/XX/XXXX. By this time, my first paycheck with my new employer had deposited already but my funds were restricted/frozen/unaccessible for me to use as a result of their system flagging my account for fraud due to me adding an external account for transfer. I didn't find out my account was restricted until Wednesday, 2023 XX/XX/XXXX when I tried to log online to my account and noticed the restriction message and that I couldn't log into my account. I was also contacted by XXXX XXXX ( one of the Customer Service supervisors ) late afternoon on Wednesday, 2023 XX/XX/XXXX whereby he left a message related to the restriction. I spoke with customer service on Thursday, 2023 XX/XX/XXXX to discuss what the issue was with my account and that's when I was informed that my account was restricted due to the external account that I myself added. 

Anyhow, I was informed that I needed to send documentation verifying that I was the owner of the external account ( XXXX XXXX ) that I added to my Laurel Road Loyalty Checking account. So, in the subsequent days following Thursday, 2023 XX/XX/XXXX, I submitted several documentation - three ( 3 ) months of bank statements, a Form 1099 for the IRS and an official account ownership letter from XXXX XXXX to prove to the fraud department at Laurel Road that I am the legitimate account owner of the XXXX XXXX  account. 

I have tried to contact Laurel Road almost on a daily basis to inquire as to the status of my fraud department 's review of my account and when the restriction might be lifted. I was informed by Laurel Road customer service that the review time by their fraud department is indefinite and that they'll finish their review when it is finished and that no amount of complaint that I voiced will speed up the process, etc. I also expressed frustration to the customer service agents I've spoken with about how this is aggravating and frustrating for them to restrict/hold my account as I need my money to help pay my bills and without knowing a time when the restriction will be lifted, it puts a stress on me financially. 

It is Monday, 2023 XX/XX/XXXX as I'm typing this complaint with the CFPB - almost two ( 2 ) weeks since they placed the hold/restriction on my Laurel Road Loyalty Checking account and I'm unable to get any direction/clarification as to when I'll be able to access my own money again. I'm beyond frustrated because a good portion of my first paycheck was deposited into that Laurel Road Loyalty Checking account and now I don't have access to my own hard earned money that I need to help pay some bills that are coming up. Customer service has expressed that it usually takes no more than 30 days for the fraud department to finish their review but I think they fail to realize that these are real people whom they are affecting by restricting accounts. 

I told the customer service rep since the fraud department is unable to be contacted, that they should've contacted me first if there was an issue with an external account instead of completely restricting my account without discussing the issue first. 

I have no one else to turn to but the CFPB and hopefully you can help.

Company response to consumer: Closed with non-monetary relief