Consumer complaint received 2017-01-02
Company: KEYCORP
State: CT
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I have been battling with Keybank to close my account and other issues. I held the account for some time and when my bank card expired they did not send me a new one. Then they claimed that they must have sent it to the wrong address as I had moved recently. I tried to change my address with them multiple times over the phone. ( It took 2 months to get my bank card. ) They also repeatedly refused to send me any checks during this period whenever I asked for them over the phone. I also could not look up my account online because they closed my online account. When I asked to have the account closed they refused. Throughout the battle with them they have admitted that I do not owe them any money but they refuse to close the account. I needed money during this 2 month period and I was told to go into 1st Niagera Bank in XXXX because they were now servicing both Keybank costumers an 1st Niagera customers because Keybank now owned them both. They told me the wrong hours of operation and then someone from Keybank during another phone call admitted that 1st Niagera could n't have helped me until XX/XX/2016 anyway. I finally had to go to the nearest local branch of Keybank which was all the way in another state. I had to take a train almost all the way into XXXX ( I needed to pay for a car repair and I could n't get my car without paying first ) after taking a train I had to get an Uber to the Keybank branch wherein I had to argue with both the teller and the manager about withdrawing any money from my account. Finally they allowed me enough money to pay for the car and a few other expenses. As their customer service was terrible I asked for half of it as a bank cheque and then half in cash. The bank teller insisted that I needed to make the bank cheque out to my other banking institution which is not affiliated with Keybank. I actually had to get on the phone of XXXX customer service line and asked them to speak to the bank teller at Keybank about how to fill out a bank cheque. She reluctantly filled it out correctly. As for the cash, I believe that I was shorted {$20.00} from this same teller and when I called about it the manager who had the same Italian accent as the one I had just spoken to not 40 minutes beforehand promised to call me back about the issue and he never did. I have now withdrawn nearly every penny out of the account at Keybank and I have stopped all deposits from going there. I have maybe less than {$20.00} in the account and I just want it closed. I want the remaining money out and I want a full investigation as to where my money has been. I really do worry that some of it may have been stolen as my father used to have his account linked to mine while I was living overseas so he could transfer money to me easily. They apparently opened a fraudulent account in his name and refused to close it even after he changed banks. He was never notified of the other account which became delinquent and they said that he had been making some payments on it until recently which he says he never did. I think they may have been taking that money out of my account so that is why I want a full accounting of the money in there. Thank you.

Company response to consumer: Closed with monetary relief