Consumer complaint received 2023-07-04
Company: KEYCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened an account with Keybank in XXXX, XXXX, NOT XX/XX/XXXX as provided to the Federal Trade Commission. I deposited over {$250000.00}. When I opened the account, the branch did not inform me of services offered by Keybank that would notify me when my card was used, or a transaction was being made. I was not notified when my card was being used and whether I authorized the purchase or made the purchase. The representative in the bank was only interested in creating accounts that would provide her with bonuses within the companys structure. I tried to using the money in my account to get a loan to purchase my first car. The bank would not finance my car. They would not extend a loan to finance my car. This would have provided me an opportunity to make a small down payment to the dealership and make monthly payments through my account at the bank. I also applied for a personal loan with Keybank. I used my car, that I paid for in full, because the bank wouldnt finance it for me, as collateral for the personal loan. The loan was denied. These things all happened because I am a XXXX XXXX man. If i were XXXX, I would have been extended the banks support to finance my car and approved for the personal loan. 

I know, matter of fact, that if I were XXXX that more information would have been provided to me to protect me from fraudulent transactions/activity, and a more thorough investigation would have taken place. I did not authorize a large number of transactions. Keybank has discriminated against me. I did not make the following transactions. I did not authorize the following transactions. I was not present nor did I present my debit card or my credit card when the following transactions were made. Keybank has determined that my card ( with chip ) was presented by me and in my possession. This is false. As of today, XX/XX/XXXX, Keybank says the following transactions were mine : XXXX*Dispute Case : XXXX {$8300.00} ; and Dispute Case : XXXX {$2000.00}. These transactions were not made by me. I would like to point out that in the documents Ive received from Keybank, they state, Please keep in mind that our investigation can take up to 45 days to complete. And, Please keep in mind that our investigation can take up to 90 days to complete. And, Please keep in mind that our investigation can take up to 2 full statement cycles from XX/XX/XXXX. Their investigation so far has taken all of 7 business days with them mailing me a letter yesterday, Sunday, XX/XX/XXXX, which is not a business day. There are additional fraudulent transactions that I have not received any communication from Keybank : Dispute Case : XXXX {$12000.00}. Dispute Case : XXXX {$20000.00}. Again, I did not make these transactions. I was not present when they were made. I did not authorize these transactions. Keybank states that my chip was present for the transaction. However, I didnt authorize the use of my card. I was not present. 

I am asking CFPB to investigate my complaint against Keybank and investigate the chip and demand the return of the monies taken from me? Theyve allowed my money to be stolen and have not provided any additional information to support their decision. I am disappointed and angry. I regret opening an account with Keybank. Their decision has caused emotional distress, XXXX  and XXXX. This money is mine and I have not been treated as a human being. I have been treated as if my money doesnt matter. I have been devalued and disregarded by Keybank. My money was stolen. Keybanks response is that the card was in your possession at the time. No it wasnt. What the representative asks if the card is currently in your possession. If the card isnt lost or stolen Keybank completely discredits your claims. Their response has caused me to look up ways this could have happened and has happened to other consumers. Banking institutions are behind the mark when it comes to catching individuals who are able to use your card without your authorization. Ive been reading about things like XXXX and skimming and all sorts of things. 

No one was authorized to make these purchases. I was not present when these purchases were made. Without question, this conclusion is founded in race. I was discriminated against by Keybank and its staff. Without question, Keybanks commitment to diversity equity and inclusion does not mean that XXXX XXXX  customers will receive the same respect, communication, information, trust and support as its XXXX customers. The staff at their XXXX branch  in Oregon discriminated against me based on my race. Again, I only learned about Keybanks transactions authorization notification over the phone with the representative on XX/XX/XXXX. I was not informed otherwise. 

I demand the return of my monies. Keybanks investigation is flawed and biased.

Company response to consumer: Closed with explanation