Consumer complaint received 2023-02-16
Company: KEYCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Key Bank Case XXXX for card ending in XXXX I received a letter from KeyBank on Saturday, XX/XX/XXXX warning me that they decided the fraud I reported on my card in XX/XX/XXXX was not fraud. The letter stated the money would be deducted from my account on XX/XX/XXXX. I was given XXXX business days to speak with KeyBank. I called within 10 minutes of getting the letter on XX/XX/XXXX but it was pointless because they didnt have anyone with the right credentials to look at it until Monday XX/XX/XXXX, after the funds were taken. I have account alerts set up, KeyBank has my email address, but I received nothing about this other than the letter. 

I sent an email to the email address that was on the letter. In the email I told them they do not have authority to deduct these funds from my account. I told them they need to show me proper due diligence by : - Show me the transcripts of the conversation ( s ) KeyBank had with XXXX or access to the recordings of the calls. This will show that KeyBank did proper due diligence. 

- Proof of IP address where the order was placed from. This will show that KeyBank did proper due diligence. 

- Documentation of each step of due diligence done by Key, including transcripts and recordings of calls with myself.

I also told the timeline of the fraud on my account in case the fraud team I spoke with on the phone messed up what I said.

This is a timeline of what happened with fraud on my account. 

On Saturday XX/XX/XXXX, my husband signed into our KeyBank account and asked me if I bought anything at XXXX for almost {$300.00}. I said no and called Key fraud immediately at XXXX to report the fraudulent transaction. I was told my card would be closed. 

I went to the park with my family and received a text message from XXXX that items had been delivered to my home. My son was terrified that a burglar was at our house and I was scared too to be honest. We drove home to see what was happening because we did NOT place an order at XXXX. 

We arrived home and there were 5 bags of toiletries and food that I would never purchase. Like cheap toothbrushes - my family uses electric toothbrushes. And items Id never even heard of even like stuff to clean Covid off of clothes. Ive never had covid and I know it doesn't linger in clothes. 

I immediately got online and chatted with XXXX. The person I chatted with was XXXX. I told the representative to have someone come pick up the bags that were delivered to my home. She said they will not come to pick them up and I should not return the items to the store. She said to donate the items, keep them, or discard them. I do not want the items and they are sitting in my garage. 


The representative at XXXX said that they could not refund the money because my bank already stopped it from going through. I have asked XXXX for the transcripts of this chat but there has been no response. Basically there was nothing she could do because my bank was already doing something. 

When I spoke with the customer service at Key on Saturday, XX/XX/XXXX when I received the letter, she said the documents show Id bought at XXXX before. 

I told the Key rep and in the email to the company, that I did make a purchase from XXXX on XX/XX/XXXX. It was a special pack of XXXX cards for my sons birthday party favors. I do not remember saving my card details but Ive been told by others that its hard to find the button to opt out of saving card information, so maybe I did. 

I asked Keybank to look at the history of my account and they would see that I very rarely purchase anything from XXXX. If its once a year Id be shocked. I offered to show KeyBank 5 years of my consumer credit card transactions as well if they didnt believe me. 

This fraud occurred right before XXXX which was awful for us financially. It took days for our money to be given back to us. Then again this week to be given XXXX notice. {$260.00} may not be much to KeyBank and XXXX, but it is a lot to my family. 

I reiterated that Ive been a loyal customer since XXXX. I asked them to show me a purchase from XXXX that I did to have it delivered from my local store. There arent any and they did not respond. 

I believe the fraudster just forgot to change the default address before they had it delivered. 

KeyBank has not responded to 3 separate attempts to contact them. In my initial email and each time Ive resent it, I told them I will report this to the FTC and the CFPB after Wednesday XX/XX/XXXX at XXXX. I have not received any communication from KeyBank, even to tell me they are looking into it. 

I also included XXXX in my email and each time I recontacted Key and this is what I wrote to them XXXX : To Whom it May Concern at XXXX : fraudulent order number XXXX Please send me transcripts of the conversations between KeyBank and XXXX regarding this fraudulent claim and any other items related to this case. 



KeyBank and XXXX can respond to this email address XXXX I have heard from neither company.

Company response to consumer: Closed with explanation