Consumer complaint received 2022-09-30
Company: KEYCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Customer Service Group XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX CC : Consumer Financial Protection Bureau XXXX XXXX XXXX Washington DC XXXX Date : XX/XX/XXXX I am Lodging a formal complaint. I opened an account with Key Bank  while I was residing in XXXX. Since then, I have moved to XXXX XXXX. I retained my bank account and recently received a check from XXXX XXXX in the amount of {$1400.00}. I made the deposit via mobile deposit and the bank ( Key Bank ) determined that there would be a XXXX XXXX hold place on my check until XX/XX/XXXX due to the fact that they doubted collectability on this check. ( Hold Notice Attached ). I fully understand the XXXX XXXX XXXX  being placed due to the fact that this was out of the ordinary type of transaction. But later when I could not access my online banking and my debit card was shut down, I called the bank and NO ONE seems to know why this has happened and why I can not get to my funds. I later was able to contact a person inside a branch on XX/XX/XXXX and was told that there was no hold on the funds but couldnt tell me why they took away my access to my funds. I finally was able to get an XXXX number ( XXXX ) and was told XXXX would be my case manager. I called XXXX and she said she would look into it and she was supposed to call me back on XX/XX/XXXX. I never received a call back and eventually called back on XX/XX/XXXX and spoke with XXXX who said XXXX was in a meeting and would let her know. I still never received a call back from XXXX and once again called and spoke with XXXX who proceeded to tell me that XXXX left for the day. I told her that this was unacceptable and asked who XXXX boss was. She told me it was XXXX XXXX and I asked to speak to XXXX XXXX and was told I was not allowed to. Once again, I asked why the access to my account has been cut off. She claimed she did not know why. Once again, I find this unacceptable that the EXECUTIVE level can not provide the answers. This amount of money may not be much but for me it is my rent and car payment for the month. I work as a ranch hand and this is my lively hood. Every day that goes by I am being penalized XXXX a day for my rent being late, yet I can not get ANY resolution from the bank. Key Bank should be able to tell with its abundant resources to see if the check I deposited was 1. Paid and collected. 2. Legitimate. Key Bank is supposed to let a client know if access to funds have been restricted by any means please see attached. Key Bank is clearly in violation of funds availability and I hope that we can come to a resolution very soon. I feel that if had several million with Key Bank this would not have happened and feel I am being treated as a criminal due to the small amount I have with Key Bank. It may be a small amount but I work honestly and hard for my money. This is bullying behavior on behalf of Key Bank Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation