Consumer complaint received 2022-12-10
Company: KEYCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a Key XXXX XXXX account on XX/XX/XXXX with offer XXXX attached to the account. XXXX XXXX XXXX XXXX XXXX that helped me with opening the account stated that people were getting their bonus deposits very quickly within under 2 weeks. That made me happy. I changed my direct deposit from XXXX to KeyBank that same day XX/XX/XXXX. On XX/XX/XXXX I received my first direct deposit of {$840.00}. I kept my account at KeyBank in good standing. I waited for the {$400.00} deposit. On XX/XX/XXXX I decided to write KeyBank customer service via online. I was told sometimes the bonus takes 2 weeks but it could take 60 days. I contacted XXXX XX/XX/XXXX and she said I should be getting the Bonus soon. On XX/XX/XXXX I again emailed XXXX and let her know I still hadn't gotten the bonus and that it had been 60 days. XXXX replied back on XX/XX/XXXX and said, " I sent an email back office requesting the reward be credited ASAP. I am watching it for you & will keep you posted! ". On XX/XX/XXXX I hadn't heard from XXXX. So I wrote XXXX again and said, " I dont understand why KeyBank is having such a hard time honoring their offer. I transferred my direct deposit. Ive had 3 direct deposits over {$500.00}. I get paid 1x a month. I havent bounced my account in months. Still the {$400.00} bonus hasnt been credited to my account. I never had problems like this with XXXX. XX/XX/XXXX I emailed again asking, '' XXXX XXXX XXXX, is there someone at the bank that is going to be able to deposit my {$400.00} dollar bonus today? Thank you XXXX responded back on XX/XX/XXXX saying, " It was escalated to the back office, they have it & are working on it. I check your account several times a day. As soon as I see it I will reach out. '' No one replied back and no deposit. I again wrote customer service via online. I was told, " the deposit would normally take 90 days but, I would have to wait for the deposit until the end of XX/XX/XXXX for the bonus because of a tax hold on KeyBanks side. I then wrote XXXX and asked, " Is there a bank XXXX that can credit the {$400.00} bank bonus this morning? I have met bank requirements and it has been 66 days. I am being told by customer service that it will be the end of XX/XX/XXXX before it is credited to my account. That is not what the flyer that was sent to me says! Thank you. I then went to the local KeyBank XXXX on XX/XX/XXXX and spoke to a personal banker that then went and spoke to the XXXX. I was told their hands were tied and they could not deposit the funds at the branch. When I arrived home there was an email from XXXX that stated, '' I am working with a team to get this done today. I will keep you posted. That is not ok on the timeline at all, end of XXXX. I will keep you posted once we get it done. '' On XX/XX/XXXX NO Deposit or solution. So I wrote again and said, '' I have written custom service 3 times without results. I have emailed you multiple times. Yesterday, XX/XX/XXXX I came into the branch. I still dont have the {$400.00} deposit. You said this was escalated on the XXXX of XXXX to be deposited asap. How long can I be expecting to wait for this to be fixed? Thank you No response hours later I wrote again and said, '' Please respond back to me today and let me know what I should except. Thank you. XXXX writes and says, " We are working on providing a solution. With the complaint you filed yesterday, we have had to hand this over to our complaint department. At this moment we are waiting to hear back for a resolution. We will be in contact with you once we get a resolution, it could be a few days. I responded back to XXXX 's email, " Okay, so the woman I spoke to at the bank yesterday must have put a complaint in for me. I don't understand why a complaint being put in is holding up the deposit of the {$400.00}. Have a nice evening. I will not contact you again. I wrote customer service and was told to separate stories regarding the {$400.00} deposit that same evening XX/XX/XXXX. I was then sent a feedback questionnaire from KeyBank and gave my honest feedback. I was sent this email XX/XX/XXXX. Your voice matters. 

Dear XXXX, Thank you for taking the time to share your recent experience with us. Were sorry to hear about the challenges you experienced. We understand your frustration with not receiving the promotion during the original time frame that was shared at the account opening, as well as the delay in being able to provide the promotion until XXXX due to the tax reporting freeze that occurs at the end of the year so that we can comply with federal regulations. We strive to provide exceptional service in every interaction, and we apologize that we did not live up to that expectation. 
Your satisfaction is very important to us, and we appreciate your openness in providing feedback. Its honest input from clients like you that lets us know what were doing right as well as the areas we can improve upon. We're genuinely sorry for the disappointing experience you had and will look for opportunities to make changes based on what youve shared. 
Sincerely, XXXX XXXX Experience Leader Today XX/XX/XXXX I am filling a complaint as it appears no one at KeyBank can give me a direct answer to when I will get the {$400.00} deposit after I waited the 60 days keeping my side of the Bonus agreements offer. I don't understand why I have been treated unfairly. I don't understand why I am being descriminated against because I receive SSI from the SSA when other with different payroll deposits have gotten their bonuses deposited in a timely manner. I would like to know why they didn't deposit the {$400.00} deposit if they knew there was a tax hold deadline approaching for their bank.

Company response to consumer: Closed with monetary relief