Consumer complaint received 2022-11-24
Company: KEYCORP
State: OH
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Wednesday, XX/XX/2022, at approximately XXXX, I entered into XXXX XXXX, located at XXXX XXXX XXXX XXXX XXXX XXXX Ohio XXXX in order to make a withdrawal from my account. When I asked the teller for the requested amount of {$3000.00}, she began looking through my account to see why I did not have a debit card. When she noticed that my debit card was still in transit, she emailed a co-worker to her cubicle to talk to me about how they can not give me a card here at the branch, when I did not ask her for one in the first place. She and the male co-worker continued talking to each other for about 10 more minutes before asking me to sit down because they could not find a person in the office to help them. I was then asked what I needed the money for and at which time I informed them of my financial obligations, but it must not have been good enough. Because I was told that I can not withdraw the money on the account. When I asked if the account had a hold on it, the teller said " no, but they shouldn't have given you your money like this ''. I said to her that the check I deposited online was a U.S. Department of Treasury check and that it was a valid check that I am able to withdraw. She said, '' we don't know that since you did this online ''. I said, " are you saying that the online system can't tell a real check better than a human eye? '' and she did not respond with an answer, except to say that " They should not be able to let you have any money from this account so soon ''. I responded by saying, " yes they should have because the check is valid from the government ''. She then said that she would not be able to help me get any money today and when I asked her again if there was a hold on my check and I informed her that if she is insinuating that the check was a fake then I have the original check on me. I pulled the check out of my purse and set it on her computer, which she said, " I don't need to see that '' and she took the check and flippantly dropped the check back down on her stand without looking at it. She then became mad at me as I told her that she has found every reason not to do her job. I told her that " I have worked in the system ( government ). I have a XXXX XXXX XXXX in XXXX XXXX XXXX. And I have never seen anyone who thinks that they can just treat people any kind of way with disregard for others ''. While I was bantering on, the co-worker asked what bills I needed to pay today so he could give me an amount less than what I requested. I told him that all is going to bills, but I could do half, however she became angry and said, " You get no money today! '' She then picked up her phone and walked away from the co-worker and I without stating that the conversation was over or that she would work to resolve the situation. I had been waiting there for 45 minutes by this time just to withdraw monies for my child and I 's living. I went to sit down, but realized that the general manager had asked me if I needed help sometime in between sitting and standing while waiting for a blatant refusal to perform job duties occurred. I told him politely that I was waiting on a withdrawal approval. I realized I had an appointment that I was, at the time about to be late for so I was told by the co-worker of the girl that I could call the general manager and by that time, I was frustrated because I was going to be late for my doctor 's appointment, so I told him that he would hear from me. Her name was not given to me when asked. She is young with long brown hair and was wearing a hoodie. I called XXXX XXXX, the branch manager and left him two messages at approximately XXXX stating the situation described above and that there were no holds on my account. I then called XXXX at Key Bank Customer Service and asked her what the withdrawal limits were in a branch and if my account had a hold on it and she said no. I called XXXX XXXX back and left the second message stating that I was disappointed in them and that there is no hold on my account and I should be able to get monies out. 
So, around XXXX, I was on my way home from the hospital and drove past a Key Bank and decided to stop. When I did, I asked to withdraw {$3500.00} and the teller was polite at XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX  XXXX, Ohio XXXX however after she was about to give me the funds, she said there is a restriction placed on my account. She said I need to talk to a rep to withdraw. So I met with XXXX XXXX and he told me I had to call Fraud myself at ( XXXX ) XXXX XXXX. I did and was told that the bank needed to do this and not the consumer. On the phone, it was stated that I received check with my daughter 's name on it from Social Security. I was asked why I was getting this check, what is the reason she is on the check, and why the amount is what it is ( {$6700.00} ). With my XXXX XXXX XXXXXXXX, I had to explain to them how I worked into the social security system and became XXXX. In addition to me being XXXX, my child is able to receive funds from my claim. He told me that I am a payee and I should get her an account. I said, " okay '', but " why am I not able to withdraw funds from the account now? '' I did not receive an answer. He said that the rep said that they were unable to do anything now, but they will set me a call for around XXXX so that we could meet about it to get the fraud restriction removed. 
I was called and XXXX XXXX left me a message and told me that I needed to come in and open a new account in my daughter 's name. I called back to get clarification and he told me that the block was removed after I asked him twice and he told me that he would be off tomorrow Friday, XX/XX/2022 and that XXXX will be able to make my daughter an account. 
The issue here is that I was refused the ability to initially withdraw funds from my account prior to the incident with the female teller at XXXX. My daughter 's name is on the check however, it is payable to me and will be spent on her accordingly, however this is not and should not be the concern of a first level, or second level employee. I should not have had to get upset at someone finding a reason to not give me service. I should not be stalled just so someone can find a reason to deny service. And when I called the bank today ( XX/XX/2022 ) the customer rep said that the restriction is still on the account for fraud. So in other words, it was made clear to me that if I don't make an account for my daughter with them then they will make it look like I frauded something. I even faxed my Social Security notice of Award and Action to validate that the check was valid. They did not state how I had to cash it. And, the banking did not put restrictions on the monies when I went to get it withdrawn. 
I feel unwelcomed, unduly harassed by this situation, and I am realizing that this is defamation of character. I think it is because I am XXXX XXXX XXXX, and of lower XXXX  status at this time. But, it was not always this way. I have made a definite mark on society by helping those with mental health and substance use disorders, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This teller was wrong. She used her power to influence others in her position to think a malicious thing about a complete stranger in order to heal her hurt feelings that she provoked in the first place by simply not doing her job. I am upset and humiliated that I had to explain my life story once again to people who don't owe me anything but their job description and to whom I don't owe anything to because I have paid my service to this great country. Due to my XXXX I had to leave my wonderful employment, my home, and other great memories and I should not have to have a millennial stand there and tell me what I should and should not be getting just because she saw the amount I wanted and what it was in my account. That should not dictate how someone is treated, nor how she acted towards me should be something that Key Bank wants representing them. And I believe all involved with this should have step consequences on them because it was her wrong thinking that got all of us in this situation. Now, my daughter is without her resources, because the teller was mad. I now have a fraud written on my account for a reason that is unknown to me. Is the check a fraud? Am I a fraud? I gave them proof of the check. The check was already cashed and in my account. Why is someone able to go backwards to put restrictions on someone simply because they do not like them? And she made her mind up that she wasn't going to allow me to withdraw the moment I got to her window. 
Thank you for your time and consideration in this matter. I look forward to resolving this matter.

Company response to consumer: Closed with explanation