Consumer complaint received 2017-02-23
Company: KEYCORP
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In late XXXX XXXX, I opened a Key Express Checking account through KeyBank 's website with a {$300.00} promotion code ( attached ). I fulfilled all the requirement for the bonus, which were ( i ) to open a Key Express ( this is the basic banking account in New York ), Key Advantage ( R ), Key Privilege ( R ) or Key Privilege Select Checking ( R ) Account online between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and ( XXXX ) to have XXXX direct deposit of {$500.00} at the minimum within 60 days after account opening ( a direct deposit in the amount of {$500.00} was made on XXXX/XXXX/XXXX ). 

The terms stated that gift will be deposited into your account within 90 days of meeting requirements, but I did not receive anything until early XXXX XXXX so I contacted KeyBank 's customer service and the representative over the phone advised visiting a branch to speak with somebody after confirming that I was eligible for the bonus. 

I visited the XXXX branch ( XXXX XXXX XXXX XXXX XXXX NY XXXX ) the same day and spoke with XXXX XXXX ( relationship manager ) who again confirmed that I should have received the bonus and told me that he would contact the back office and get back to me. I received a call from XXXX a couple of days later who said the back office stated that I was ineligible for the bonus because I had an account with KeyBank within the last 12 months of opening the account in late XXXX XXXX. I was aware of this requirement and double checked to make sure my previous account with KeyBank was closed prior to XXXX XXXX before opening the current account in late XXXX XXXX. 

Per the Back office, my previous KeyBank account was closed in XXXX XXXX. However, the account the back office was referring to was closed by KeyBank prior to XXXX XXXX without my request as I had no balance in the account. I clearly remember this because I participated in the KeyBank offer that I received through a letter in which KeyBank offered a {$50.00} cash gift for making at least XXXX posted payments and/or purchases between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. I completed XXXX debit card transactions on XXXX/XXXX/XXXX and waited 90 days for the bonus to be posted but realized that my account was closed at the 90-day mark when I tried to log into my account to check if the bonus had posted. 

I spoke with multiple KeyBank representatives at the time both over the phone and at the XXXX branch but everybody was saying that I was ineligible for the bonus despite fulfilling the requirements as my account was closed ( without my request ). Subsequently, I filed a complaint with the Consumer Financial Protection Bureau in late XXXX XXXX ( Case number : XXXX ) which was then resolved. 

After speaking with XXXX, I spoke with his supervisor XXXX who asked me to come in to the branch to discuss the matter. I visited the branch the next day but he was not available so I ended up speaking with XXXX again over the phone. However, XXXX just repeated what XXXX told me. I had asked XXXX to escalate the issue again as my previous account was closed prior to XXXX XXXX per KeyBank when it tried to not honor the {$50.00} bonus a year and a half ago. 

I have not heard from XXXX for over a week and I have not been able to reach him. I think it is wrong for KeyBank to state that my account was closed prior to XXXX XXXX to not honor the {$50.00} bonus last time then now say that my account was closed in XXXX XXXX to not honor the {$300.00} bonus.

Company response to consumer: Closed with explanation