Consumer complaint received 2023-07-23
Company: KEYCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Case Number : XXXX Name : XXXX XXXX Dispute Date : XX/XX/XXXX Dispute Amount : {$1800.00} Transaction Date : XX/XX/XXXX Merchant Name : XXXX On XX/XX/XXXX I opened a dispute with Key Bank in regards to a transaction on my checking account that I demand ( ed ) they reverse and refund me for, against a merchant called " XXXX '' I never received - and still have never received - a single item from my order with Demobaza, and as such, demand and deserve my money refunded back to me in full. 
I supplied Key Bank with ample documentation and proof validating my claim that I have never received my order from this merchant, but despite this, they reversed the provisional credit and ruled the dispute in favor of the merchant on XX/XX/XXXX. 
This is absolutely unacceptable, and Key Bank needs to do their job properly and refund my money. 
I demand that this dispute be reopened immediately, and provisional credit placed back on my account during this process. 

I made several attempts to resolve the issue directly with XXXX, but unfortunately, my efforts were met with constant excuses and delays. 
Initially, I was promised a replacement for the undelivered order, and later a refund. However, XXXX claimed they were working with XXXX, the shipping carrier, and needed XXXX to reimburse them for the lost package before they could issue a refund to me. 

Despite providing ample evidence to support my claim, such as footage from my video camera security doorbell and conversations with XXXX representatives who acknowledged the package 's disappearance, XXXX continued to offer excuses and refused to honor their commitment. 
They stated that my security doorbell footage was not valid proof because it lacked a " Date and time '' on the actual video. However, it's important to note that my XXXX XXXX security camera, like most doorbell security cameras on the market, does not offer a feature to display the date and time directly on the video footage itself. Nevertheless, the video files are dated and contain timestamps that corroborate my evidence and claims. 

Previously, XXXX acknowledged the validity of this video footage as it supported my claim that the package never arrived. 
The footage clearly shows the XXXX driver arriving at my address, making a brief and insufficient attempt to deliver the package, and subsequently leaving with the package in hand, clearly placing the package back in the XXXX van, and immediately driving away. 
This visual evidence conclusively proves that the delivery never occurred. 
There were no further delivery attempts, and it is evident that either the driver mishandled the package or it was lost after the driver 's departure. 
Therefore, I firmly demand a full refund and refuse to accept any responsibility for paying for an order that was never received. 

XXXX also tried to claim that I had corresponded with the XXXX delivery driver and given them permission to leave a package at my address. This is false, and a complete lie - and shows evidence that a XXXX driver may have been commiting a crime or organizing a scam. First of all, no XXXX driver is using a personal cell phone to text the personal cell number of a random recipient - that's not how a professional carrier runs things. 
At the time they claim this happened I was five states away visiting a sick family member - and provided boarding passes/flight ticket receipts to prove this. There is no way any driver spoke with or met with me, I wasn't even in the state. Nor did any XXXX driver EVER return to my address to make ANY delivery of these packages, they never came, and were never received. 

In light of XXXX 's failure to fulfill their obligations and their direct suggestion that I dispute the charge with my bank in order to receive my money back, I trusted that Key Bank 's debit card disputes department would thoroughly investigate this matter. They clearly have not done so, and have blatantly disregarded the fact that visual video evidence of the packages never being left at my address and never arriving to me from XXXX is more than enough proof that I have not received my order. 

XXXX accepted this proof as validation that the packages were never delivered, and yet no final ruling in my favor was ever made on the claim by XXXX, which is unacceptable. 
It is beyond fraudulent for this terrible company to think they can keep {$1800.00} of my money, and disgusting that Key Bank would mistreat me as a loyal customer by reversing this claim without accepting the ample and completely valid proof that my order was not received.

Company response to consumer: Closed with explanation