Consumer complaint received 2022-10-18
Company: KEYCORP
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I switched to Key Bank after the whole XXXX XXXX XXXX  fiasco here in CT which made news!. My company policy states a new direct deposit will require the first paycheck to be mailed before direct deposit takes effect. I deposited my check on XX/XX/XXXX. I got confirmation my funds would be available XX/XX/XXXX. This after having to wait for it to arrive in the mail already making my paycheck 3 days later than I am used to. I set up a bunch of my bills to come out. ON XX/XX/XXXX I had no money. XX/XX/XXXX I received an email that they are withholding my money for 7 more days until check clears. I called to complain, they said the branch can release my money. Went to the branch and they refused. The woman at the branch then told me its something the call center reps say to get you off the phone, but in reality the branch cant do anything. I had to borrow money and deposit it to cover the bills I had set up. On XX/XX/XXXX my pay was finally available to me as the check cleared. I went to buy brake pads for my car and get desperately needed gas in my car as now, its almost hitting the 2 week mark since I should have been paid. I then proceeded to the ATM to withdraw funds to pay back the money that was lent to me only to be denied. I called and again was told I had to go to the branch because the branch I was at by my house was closed on this day. Upon going to another branch I was informed the customer service rep I spoke to froze my account and claimed my paycheck was fraudulent and I was a scam artist. I had to prove who I was at the branch, pulling up my payroll account online proving my CT based company was legit, showing my entire payroll history with a company I have been working at for 12 years. Showing personal payroll information, which was then photocopied along with my ID and copies of my paycheck. The branch manager did everything he could to release the hold but the main branch refused. but as of now my account is locked. I can not access any of my money or log in to my account online. I am being treated like a criminal. I cant pay my bills, which are now past due, or survive. I am due to receive my second biweekly paycheck tomorrow which is being directly deposited into this account. My account is still locked and I can not pay my bills or even buy food. This will now be a months pay the bank has of mine that they are refusing to let me touch. I called again on Monday XX/XX/XXXX. I was put on hold for 20 minutes only to be rerouted again as a new calI to tell my story again to a new person, who then told me AGAIN, the branch is the only one who can remove the hold. I went to the branch and again they said that was not true, she did everything she could over the phone with the fraud dept. They utterly refused and informed her they will not allow me access to my new paycheck being directly deposited, I will not have access to any of my accounts or money regardless of where its coming from, not the cash that was in my savings, nothing.nor my last paycheck nor my current paycheck coming in tomorrow. This will be in place until they decide to do their investigation. They are saying maybe sometime next week if they conclude there investigation by then with no definitive date.. The branch manager was so beside herself at what they are doing to me that she actually started crying. To go from the XXXX XXXX XXXX debacle to being denied my money all together for weeks, now a month seems a bit much to deal with. As of right now, the last paycheck I fully had access to was on XX/XX/XXXX. It is now XX/XX/XXXX. This is horrible business. I dont know where else to turn. I feel like Im being robbed! I have been to the branch 3 times to prove my identity. At this point I feel like what this bank is doing is criminal. For someone who lives paycheck to paycheck, being denied access to a full months pay is detrimental!

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation