Consumer complaint received 2020-10-25
Company: KEYCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
After returning from Washington, XXXX with the need to pick up my daughter due to COVID-19 and her recent job loss, then going on a mini-getaway vacation with my mom who has XXXX, I have lots of mail to open from being away for 10 days. One of the pieces of mail was a letter from Key Bank dated XX/XX/XXXX, that I didn't get to open until XX/XX/XXXX. Upon opening the mail, there is a letter stating that " it has been observed that you are not satisfied with the service provided by Key Bank '', and I have determined that it would be in the best interest of me and Key Bank, if we were to sever our business relationship. I literally get my mail on XX/XX/XXXX, the letter is stating as of XX/XX/XXXX the accounts ( personal checking and savings ) will be closed, as well as any ATM, debit cards, and online banking services will be revoked on XX/XX/XXXX. 

Again, I read all of this on XX/XX/XXXX, and I literally am being forced to search out a new bank, call my employer to redirect my direct deposit, order checks from whatever bank I am forced to look for, re-adjust all of my online payments AFTER finding a new bank, opening a new account, and ordering new checks! REALLY? I called immediately on XX/XX/XXXX and spoke with XXXX XXXX in XXXX XXXX XXXX. He explained to me that this decision was made due to a local branch having a problem with a family member. I expressed to him that my personal accounts DOES NOT have a thing to do with the family member, who has NEVER banked at Key Bank. Why wouldn't Key Bank, support a customer who does not have any fraud on the account, no bounced checks, and has had the same account for 33 years? Why wouldn't the local branch manager give me a courtesy phone call, apologize, email, or contact me to give me heads-up of this decision, when I have been a faithful customer for 33 years? Is this how a bank should treat it's customers? The letter does not state any facts, prior complaints filed, phone calls or any evidence of observing me NOT being satisfied with Key Bank, yet the letter states those false accusations. I have been a committed customer with Key Bank, and if I was not satisfied I would have left years ago. 

The next day, I email the President of Key Bank on XX/XX/XXXX, to not receive a response email, but XXXX XXXX in XXXX XXXX XXXX called me later that afternoon in response to my email to President XXXX XXXX. XXXX mentioned he would have the information reviewed to see if anything could be done about them not severing the business relationship due to me expressing how inconvenient this has been. XXXX eventually called me back on Tuesday, XX/XX/XXXX, left me a message. I returned his call, and they left him a message. I called again on Thursday, XX/XX/XXXX, to hear that upon me waiting for a reason or answer if my account could remain open, that they would move forward on closing my personal checking and savings account, due to my sister who has tried to get into my mother 's account with me as her POA. Why on earth would Key Bank bother my account of 33 years, that only has my name on it? To me it's Institutional Discrimination if my personal accounts are being associated with a sibling 's behavior, that does not have my mother 's name on them! XXXX was very helpful, as I asked for an extension before online banking closed on XX/XX/XXXX, and accounts closing on XX/XX/XXXX, since it was now XX/XX/XXXX on the day that I realize, they would not keep my accounts opened, in addition to me still not finding another bank due to waiting a response on if they would reconsider NOT closing my accounts! 

I am extremely disappointed with Key Bank, because of I feel violated with the sudden closing of my accounts due to Institutional Discrimination on my personal accounts due to a sibling and non-customer! I have been inconvenienced in the midst of helping my daughter with job loss from COVID-19! This is added on stress as I am a XXXX  for my mom who has XXXX! I am also overwhelmed with seeking out other banks, making sure my pay check does not get caught in the middle of Key Bank closing my account, then switching all of my online auto-pay, getting more checks, debit cards and accounts all under the guise of what is going on in our world and the lack of professionalism practiced by Key Bank! 

Key Bank is totally wrong for abruptly closing my account! YES, AFTER reading the letter dated XX/XX/XXXX, having to initiate a call and ask why are they closing my accounts, not getting informed from a local branch with an honest explanation, associating my personal accounts of 33 years with a sibling that is not even a customer of Key Bank, and adding unnecessary stress on my plate, of course I'm not satisfied, EFFECTIVE XX/XX/XXXX, the date I was able to read the letter! I now feel how XXXX XXXX felt in XX/XX/XXXX, when she banked at Key Bank in XXXX and was discriminated against. The difference is she was new to Key Bank with a month or XXXX in when that happened and she was questioned. I've been with Key Bank for 33 years and was not given the decency or common courtesy of even a phone call to enlighten me on this false accusation and decision. Most time when a person is guilty, they don't seem to want to talk and brush things under the rug. Well this will not be brushed under the rug, and I'm hoping to get reimbursed for my time, gas, phone calls, emotional stress, inconvenience, discrimination, violation of rights, and being overwhelmed by having to scramble and open another account for some false statement in a letter dated XX/XX/XXXX. 

XXXX XXXX, the branch manager, assured me that my mom 's money would not be touched once he added notes onto the account. On XX/XX/XXXX, over {$150.00}, XXXX was withdrawn from my mom 's account that Key Bank allowed to happen when I was clearly assured on XX/XX/XXXX that this would not happen. This is another reason for pursuing legal action against Key Bank! I pray that the Justice Department does not need to hear about this and I can be compensated for all of the aforementioned and disruptions in my personal life and with my two personal accounts ( i.e. savings and checking ), since I was told that the account is being closed and my request for an extension was given until XX/XX/XXXX as I await that date in writing. I hope that this matter is resolved for personal damages financially, emotionally, physically, socially and psychologically during this time of unrest, pandemic and other restrictions in our country! I'm ashamed to say that Key Bank allowed a person who does not bank with them, force them to lose an honest customer, whose accounts have been there longer than most employees, and give a false reason to close it to hide behind their own flaws! I've already reported this to the XXXX  and Key Bank, did not resolve the matter and never could find where I stated I wasn't satisfied, so the complaint is categorized as " unresolved ''. I'm seeking compensation for my time to even send this complaint, in addition to everything already stated! This is Unbelievable, Unethical, and Unacceptable! Thank you!!

Company response to consumer: Closed with explanation