Consumer complaint received 2017-08-28
Company: KEYCORP
State: CO
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Beginning onXX/XX/XXXXXXXX XXXX, 2017, I began to receive letters from KeyBank stating that five new accounts have been opened in my name. I am not a KeyBank customer and they have opened a line of credit for {$30000.00} in my name. They have opened savings and checking accounts in my name. They have opened credit cards in my name. These accounts for credit total over {$100000.00}. 

I have repeatedly called customer service and the fraud department. The first call on X/XX/17, XXXX told me it was a mistake and just ignore the letters. This was escalated to XXXX ( # XXXX ) who said she could do nothing or give me any information. This was escalated to XXXX who said five accounts had been opened in my name. She assured me the accounts would be closed. They have never been closed. 

I called again onXX/XX/XXXXand spoke with XXXX who refused to give me her ID number or contact information. She said I could not have the account numbers or when and how they were opened. This was escalated to XXXX XXXX who said she would not give me the account numbers, credit lines, or any information that is needed to file a case with the county sheriff. I repeated asked for this information and she declined each time. She specifically stated she would have an investigator contact me. She refused to tell me if the accounts were closed. She finally admitted these accounts were still open. I asked to have them closed. XXXX refused to do anything to close these accounts. Even after repeated phones calls, no investigator has ever contacted me. I asked to speak with the FDIC Compliance Officer. XXXX refused to do this. XXXX said she would have them call me. They have never called or followed up ;. 

After receiving another KeyBank credit card onXX/XX/XXXX, I called the fraud department again. XXXX refused to give me the account numbers and vital information to complete the FTC Theft Affidavit. She said no managers were available to speak to me. She finally put a supervisor on the phone, named XXXX XXXX. I explained I needed the information to file the police report and to give to the FBI since it is being forwarded to the IC3 division for investigation. XXXX refused to give any information and said the FBI would have to subpoena the records and that she would not give them to me. 

After speaking with the FBI later that day, they referred this to the Secret Service to investigate specifically in the areas of cyber, banking and finance. 

Previously, if identity theft has taken place, the people used different addresses. KeyBank opened all of these accounts with my address, phone numbers, and personal information. During my conversation with the FBI agent, the discussion included the fact that all these accounts were sent to my home address. That means there is a possibility that these account were opened internally by KeyBank and not by someone using identity theft, similar to what XXXX XXXX had done. 

XXXX has refused to give me any of the account numbers. So far there as at least six accounts opened in my name.

Company response to consumer: Closed with explanation