Consumer complaint received 2016-06-19
Company: KEYCORP
State: OH
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In late XXXX XXXX, I requested a wire transfer in the amount of {$12000.00} from my personal checking account to my friend 's personal account in XXXX. As I frequent his residence in XXXX, I had asked him to purchase a car on my behalf so that I may have use of it. My friend never received the funds. I contacted KeyBank multiple times to inquire the status of the wire transfer. The response was always, " I do n't know. '' After my 1 week of inquiries I learned that a fraud investigator was assigned to look into the wire request and that the wire was never sent. 
On XXXX XXXX, XXXX, XXXX XXXX of XXXX County Department of Jobs and Family Services Adult Protective Services and a XXXX County Ohio Sheriff 's Detective arrived at my home. I was questioned by XXXX of APS and fully cooperated with her. However, I feel that the Detective was asking questions that violated my HIPPA rights and feel he had no need to know the answers to them. I did answer his questions. I feel that as I had nothing to hide, I wanted to fully cooperate. He inquired as to my health conditions, what medications I take, what my parents died of, how often I visit a doctor, if I was behind on a mortgage payment, how much the mortgage payment was and other questions that had nothing to do with the matter at hand. I asked the Detective if I had done anything illegal. His response was, " No. '' He did indicate that he found my relationship with my friend " odd. '' Before XXXX XXXX left, she indicated that I was capable of making my own decisions and she left a message XXXX XXXX, XXXX ( which I have saved on my voicemail ) stating that she was closing the case and that I am capable of making my own decisions and doing what I decided to do with my money. 
About a week later, I first heard from XXXX XXXX from KeyBank 's Fraud Investigation group. When I spoke with him on the phone, he told me he found my relationship with my friend odd, in his past experience all XXXX are scammers, and if KeyBank were to send this wire, my friend would then have have access to my checking information and in turn be able to hack every other KeyBank account. He indicated that for these reasons he would recommend to the branch that they close my account. 
This was the last I heard of this situation until XXXX XXXX, XXXX. A message from a branch manager was left on my home answering machine. Upon my return from XXXX on XXXX XXXX, XXXX, I received the XXXX messages. the first indicated that they would be closing my account. The second message indicated that I had until XXXX XXXX, XXXX to come in the branch to collect my funds. On XXXX XXXX, I went to my local branch to close my account and speak with the manager. She was on vacation, but a banker and the lead teller were able to assist me. The lead teller informed me that XXXX emailed the lead teller and told her to close my account. 
I attempted to reach XXXX, but he was out of the office. He returned my call on XXXX XXXX, XXXX and indicated on my voicemail that the account was closed because of the wire in XXXX. I then emailed XXXX to ask him the multiple questions I had and requested a formal letter on KeyBank letter head by Friday XXXX XXXX, XXXX as to the exact reason my account was closed. He did not answer my questions to my satisfaction, instead cited KeyBank 's general policy of exiting a relationship at their discretion. To date I have not received a formal letter either through email or US Postal Services indicating the reason my account was closed. 
I feel embarrassed, violated and discriminated against. I feel XXXX used his prejudices his past experience and was judgmental without any consideration for the actual facts of the matter.

Company response to consumer: Closed with explanation