Consumer complaint received 2022-06-15
Company: KEYCORP
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
To Whom It May Concern : I would like to lodge a complaint about the Key Bank Fraud Department. I have been attempting to resolve an issue for XXXX months. In the past XXXX months, I have called numerous times requesting to be updated on the status of my dispute, and each time an employee told me a note would be made to my account, I was assured someone would call me back but I never received one call back until two weeks ago. 
In XXXX I called to report 15 fraud activities on my card. At that time I shut my card down. I called Key Bank to report the fraud and I was told it would be investigated. In the meantime I was personally able to identify several of the charges came from XXXX, so I called the company directly to alert them as well and we spoke for a couple of hours. During this conversation XXXX was able to trace the order to a man in Arizona ; we had the name, address, what he ordered. Ironically the XXXX truck happened to be on the way to the address and was set to arrive within 45 minutes with the stolen items from my card. At this point in time, a three-way conversation took place with myself, Key Bank Fraud Department XXXX and the XXXX representative XXXX The conversation resulted in Key Bank saying they could not stop the truck or get the police involved but two weeks later Key Bank did indeed refund me the money for this particular fraudulent activity. 
In the next few months I called time and time again to inquire about the rest of my claims, the larger dollar claims. I was told a resolution specialist by the name of XXXX XXXX was handling the investigation. I was told the investigation was an ongoing international case that would take time to process. Due to the fact this was an amount of {$14000.00}, I was very concerned as it affected my ability to pay bills so I continued to call to check on the status of the investigation. Each time I placed a call to a Key Bank representative assured me they would inform XXXX XXXX I was very desperate to communicate with XXXX XXXX myself so I could give him the information of the man from Arizona who was responsible for the previous XXXX charges, as it seemed fairly obvious to me that the charges all came from the same person. I pleaded with the Key fraud department again and again to allow me to speak with XXXX XXXX or at least pass along my message. I unfortunately have yet to speak with XXXX. 
Around XX/XX/XXXX Key Back approved a final credit issue for the full amount of fraudulent charges. I waited a week for it to transfer into my account. Upon not receiving the credit issued back to my account, I called Key Bank to check on when that would happen. I was told at this time I was indeed NOT approved for the credit issue and I should expect a denial letter and I would have to investigate myself.. Please see attachment of denial paper. 
Every single day since I have received the denial letter I have called Key Bank at least twice per day attempting to speak to a supervisor. It took over a week for the return phone call which was from an XXXX XXXX, who said she wasnt sure how to handle the situation, would investigate and call me the next day, which did not happen. Eventually XXXX called me back one time but the conversation did not at all resolve my issue or questions. XXXX was unable to explain to me why my account currently reflects an APPROVED dispute when I also have a denial letter in my hand. I asked why I was issued a refund for the previous XXXX fraud but not the others, as they were all around the same time frame. I asked how is it that my card can be suspended for spending {$35.00} at my local XXXX yet a charge for {$7700.00} went entirely undetected out of the countryor how about the {$8000.00} that was spent in one day in the form of three separate charges in different location throughout the states? If they were working on this for months then why did they send me a denial letter stating we did not receive your inquire within the required timeframe to intervene in this matter with the merchant. Then why did they spend the man power for months if they already thought it was not received in the required timeframe. XXXX agreed it did not make sense. In the computer I was approved? She said. She did not have an answer for that, other than there must have been a glitch in the computer system. I asked for facts in the investigation like. Who did you speak with out of the country? Can I have names, phone numbers? What about the places in the US. They would never get back to me with any information. How do I know they even investigated? 
This ordeal has caused me great stress and suffering and late on paying my debts off. This is just too much money to loose. I own a small business and now I am struggling to stay afloat. I was not in a position to lose this amount of money. Not only do I put trust in my bank to protect me but I have been with this bank for over XXXX decades, so to go through this recent experience was a major disappointment. 
I do thank you for taking the time to hear my story and will be grateful for any guidance at all. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation