Consumer complaint received 2021-01-15
Company: KEYCORP
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XXXX XXXX, I am writing to you in a desperate attempt for help. My friend 's XXXX account was hacked on Monday night, XX/XX/21, and the hacker contacted me pretending to be her and asked me if I could send money. Given that we're really good friends and work together, I didn't even think twice about it. She said that she had reached her daily spending limit but needs to send her friend the money urgently and so she needs to send it to her friend directly. She provided me the XXXX account number for XXXX XXXX XXXX. I sent {$440.00}. As soon as I did so, my XXXX, XXXX and XXXX got hacked. I never got access to my XXXX back and ended up deactivating it. I had to change the passwords for the other accounts. In the morning, my friend texted me saying that she had not been able to get into her XXXX and that she never sent me that message. I lodged a police complaint. My Key Bank confirmed that the money was received by a XXXX customer. I tried to report it to the fraud department in XXXX but they won't even listen to me. To my horror, they protected the identity of the scammer. My friend texted saying that the scammer scammed 4 of her other friends. In fact, the person went through my friends list on XXXX and asked around for money. I tried to tell this to XXXX and they won't even take the account information from me. At this point, the least they can do is give me my money back. It's another thing that when I called them, I came to know of an account with them that I never created so that was maddening as well. I have so much student loan payments. In fact, I'll be making more payments from next month and this hurts me big time. And it's not just this, I'm not stuck with a feeling that I'm being watched constantly. The XXXX XXXX has already said that there's less than 1 % chance of me getting my money back which means that they won't be working this case. My friend recently notified me that two of her friends are actually getting their money back from their banks. One of them is a customer of XXXX XXXX XXXX. I understand that I initiated the transfer but if I knew that my friend 's account was hacked then I wouldn't have sent that money. I really appreciate XXXX  XXXX XXXX 's efforts of understanding the difficulty of their customer and reimbursing them. That is the human thing to do and that is all I'm asking Key Bank to do as well. When I spoke to them on the phone I was told that they couldn't do anything as the money went into XXXX. However, if XXXX  XXXX XXXX and XXXX can can reimburse their customers for being scammed then Key Bank can definitely consider as well otherwise I'm left feeling unprotected as a Key Bank customer. Mind you, the scammer was a XXXX customer so XXXX  XXXX XXXX did a nice thing by reimbursing the money and I was told by my bank that they wouldn't. I'm only asking for my money back and this has gone on for a while. I have already complained again XXXX because I felt like I wasn't being listened to and felt wrongly treated. I have a large sum of student loans that I've been paying and it'll go up from next month so every XXXX counts for me. Losing this much amount of money and being in this kind of mental stress has been very detrimental to my mental and emotional wellbeing. And then to find out that others who were scammed by the same scammer are actually being reimbursed by their banks except for me seems very unfair. I'm only asking for what I've lost and nothing more. 
Please help me get me money back. It may not be a lot for a lot of people but for me it is. I had also reported this person 's account to XXXX on the morning of XX/XX/21 and was told that this account would be deactivated and reported to the credit bereaus and XXXX. I got a text from a coworker saying she got a message from my " friend '' asking to money to XXXX XXXX in the afternoon. Obviously XXXX hadn't done anything. 
With many thanks, XXXX XXXX

Company response to consumer: Closed with explanation