Consumer complaint received 2022-10-15
Company: KEYCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
While I was out of the country and returned to North America, I checked my US and XXXX bank accounts. I found several large transactions ranging between XXXX to XXXX grand in the sum total around {$21000.00} that have been removed from my account. 

The first transaction disputed in XXXX for around {$5000.00} was denied at first I was told later by the caseworker that it was denied because of the 60 day electronic rule. This dispute was later overturned in my favor by fraud manager since she told me, I filed it wrong and it is not fraud. Its a dispute and I got my money back immediately.. 

The second dispute ranging from around {$7000.00} was also found in my favor. I had no issues with this dispute. 

The third transaction with the same company, XXXX. With the exact same documentation with the exact same transactions and the exact same company, was denied by the same case agent from the first case that was overturned in my favor. 


When I called the bank to figure out why it was denied, I was told I had to be physically present with my card. The company is located in XXXX XXXX. It is an online cryptocurrency company so it makes it impossible for me to be physically present to buy anything. Also, all the card information is saved to the website. 


When I called the bank back to question why this was the reasoning, I was told by another fraud agent. This was an automated generated response by KeyBank and this was not the underline reasoning why I was denied. The truth ended up being the case agent said I quote excessive disputing, trying to avoid the 60 day rule and saying the documents dont make sense I found this quite outrageous, since the first case was overturn in my favor regarding the 60 day rule. Also, the fact that all the documentation is the exact same from the first cases and also the claim that is excessive disputing when its all the exact same transactions. 


I filed a complaint with the credit bureau protection. All that ended up happening is my bank, giving me a summary of all my disputes, disregarding that I only ask them to look at the XX/XX/XXXX claim the entire report was a bunch of generic response is no real answer. 


I was then told by my executive client relations team at KeyBank, that I can reopen the case with fraud. And I should have no problem doing so. When I try to reopen the case with fraud, theyre either extremely rude when they hear my name they threaten to hang up calls on me and they get aggressive. I ended up having to have a banker on the line with me to try to get this issue resolved so I can reopen my case we were kept on the phone for over 3 to 4 hours with robotic responses from all fraud agents. The executive client relations team ended up, transferring me to a fraud agent who told me they were a manager and they were trying to help me reopen my case we got disconnected. two minutes later, I ended up speaking to another fraud manager, who got very aggressive with me and threaten to hang up the phone as she did. 

I filed an intake with corporate with the executive client relations office. Im waiting on a reply from that.. 


I want to name a few people involved to are extremely rude and unhelpful XXXX - fraud manager extremely disrespectful rude hung up on me XXXX fraud manager, extremely disrespectful, rude, refuse to tell me the reason why my case could not be reopen, kept giving me automatic robotic responses and hung up the phone on me Also, a fraud manager name, XXXX Apparently he was the one reviewing my credit bureau protection case, and when I was calling in yesterday I was told by a fraud agent. The reason he denied it is because I had to be physically present there with the card again, which doesnt make any sense I find a stranger took 60 days for him to give me an automatic generated response. 

The XXXX team has been quite helpful, but at the same time some individuals there has made it extremely difficult for me to get any kind of results as they refuse to stay on the line with me to speak to fraud I am still missing over {$13000.00} in my bank especially the fraud sector is being extremely rude, aggressive and unhelpful. I dont know whats going on. I find this absolutely ridiculous. I just want my money back. 

I have now involved the attorney general

Company response to consumer: Closed with explanation