Consumer complaint received 2022-02-28
Company: KEYCORP
State: CO
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I called Key Bank to file a dispute of a transaction that withdrew XX/XX/XXXX without my authorization. They said they would file a dispute with their fraud department. I have called to follow up on the dispute and have given them all the information I have. I informed them that the person who withdrew my payments was not authorized and blocked me off social media and I am not able to provide them with our conversations. Those conversations include me telling her she is not to run my card and she agreed. 

I have been receiving a lot of different information from key Bank 's reps. I have been informed that they mailed out a packaged to me and had up until XX/XX/XXXX to fill it out. I asked a rep to email it to me and I only received one page. when I called she said she would file the dispute online since we were already on the phone and she would ask me the same questions the paperwork would. I asked her if these questions were for BOTH disputes of {$500.00} and she said yes. I would say I called a week later to follow up on the status and a rep told me that fraud was busy but that she was able to assist me- I informed her that I wanted a response from them to see if I was going to receive my {$1000.00} back she said she would leave detailed notes and was going to extend the dispute until XX/XX/XXXX, she informed me that XXXX had not been responding to them and it was a good sign. I reminded her again that I did not have anything to provide to them from this girl XXXX since she blocked me on XXXX and all I had was her email address and no phone number. The rep told me that I would receive a credit for {$500.00} in the next 10 days. I asked her for the other dispute and she they were working on it. 

I have been trying to get a hold of Key Bank this past week and I been on hold for over 30 min. Today XXXX I was finally able to get someone on the phone today. The customer service rep said she had to transfer me to the fraud department because she wasn't not able to speak to me. I told her I was confused since the last conversation I had the rep was a customer service rep and she told me the fraud department was backed up and she was able to assist them. She insisted she can not help me and transferred the call. I get on the phone with the fraud department and this rep was completely unprofessional and it seemed like she was working against me instead of helping me out as a valued client of Key Bank. She said I didn't fill out the necessary paper work to file a dispute- I explained to her that I had already done it over the phone with the previous rep because I was emailed a form and only received the last page. She told me that I had to talk to the merchant for the XX/XX/XXXX transaction and that I was already credited for XX/XX/XXXX transaction. I told her this is the first time im hearing about me having to contact the merchant for my XX/XX/XXXX transaction and I let her know I did not receive any credit for the XX/XX/XXXX transaction. She insisted I did and told me to look at my account and that it shows that XX/XX/XXXX I was given a provisional credit of {$500.00}. I asked to speak to a supervisor, she hung up on me. and didn't bother calling me back. I have been on hold for over an hour and throughout my call. 

After being hung up on I checked my account and I can clearly see that " XXXX XXXX '' withdrew {$500.00} XX/XX/XXXX and on XX/XX/XXXX it was reversed. 

Every rep has given me different information and no one seems to care to help me recuperate my money. I am trying to get my {$1000.00} back. and I feel like every other bank has helped me whenever I've had disputes. I have lost every dispute with key bank- and I dont care about the small disputes but I most definitely care about this huge transaction.

Company response to consumer: Closed with explanation