Consumer complaint received 2024-07-27
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: KEYCORP (WA)

1. On XXXX XXXX XXXX at approximately XXXX, I visited the nearest Key Bank Branch nearest to my home. This location (hereafter referred to as the branch) is located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. At the time of my arrival, it appeared that there were two active tellers, one personal banker, at least one other associate (who I presumed to be the branch manager based on his cubicle location and attire), and a (presumably armed) representative of XXXX XXXX XXXX XXXX XXXX (hereafter referred to as the XXXX XXXX XXXX.
3. At the time of my arrival, there appeared to be two customers actively working with tellers. I was the third customer in this queue, and was greeted with a kind tone of voice, shortly after the second customer finished his transaction. The XXXX teller that greeted me (hereafter referred to as the teller) was positioned on the far-left station, from the tellers point of view. To the tellers right, appeared to be another teller (hereafter referred to as XXXX.
4. While waiting in line, I looked up and noticed that XXXX was gazing in my direction, and we made eye contact. In a courteous manor, I acknowledged the eye contact with a smile, and continued to look forward.
5. When asked how I could be helped; I informed the teller that I needed to speak with a Key Bank Branch Manager (hereby referred to as XXXX XXXX.
6. The teller informed me that she would email the branch manager. I initially took this to mean that XXXX XXXX was out of the office. I asked verbatim: Oh, so he isnt here?, and the teller proceeded to inform me that XXXX XXXX  was in an online meeting, and was unable to speak with me at that time. I informed the XXXX teller that I was willing to wait until the end of the business day, in order to have an opportunity to speak with XXXX XXXX XXXX. The teller proceeded to ask me to sit down and wait, while she communicated my request. I patiently waited quietly with the exception of quietly and courteously greeting customers that were later seated next to me.
8. The teller came to where I was sitting and asked me if I would consider a callback. I explained that I have been having issues that Key Customer Service (hereafter referred to as KCS), and other Key locations have been unable to resolve. I informed the teller that a KCS supervisor had insisted that the action causing my issue, was performed by a Key Bank Username belonging to an employee of the branch. The teller asked if I would be open to working with a personal banker instead, and I restated that I would prefer to speak to a branch manager due to the nature of my feedback and concerns. I stated that I was so concerned that I was considering filing an inquiry with the Consumer Financial Protection Bureau (hereafter referred to as CFPB), and that I would be appreciative if she would convey these sentiments to XXXX XXXX  9. The teller asked me to continue waiting without any other positioning. I did so patiently.
10. I noticed XXXX XXXX XXXX and the teller were grouped around a monitor and reviewing several pieces of paper.
11. Within one minute of this huddle dispersing, I was greeted by XXXX  without an introduction. XXXX asked what I was concerned about. I stated that I have an account issue, and I need to deliver some feedback about my Key Relationship to-date. I asked if we could sit down.
12. I introduced myself verbatim Hi, my name is XXXX XXXX  What is your name. I reached out to shake XXXX hand as he said XXXX. I asked verbatim: Its nice to meet you XXXX. Before we get started, can I ask for transparency if youre a Branch Manager?
XXXX XXXX stated verbatim: No, but I can do anything they can do, what can I help you with?
14. I asked verbatim: XXXX I can appreciate that, but I had very specifically asked the teller to speak with the branch manager, and that is what she told me I was waiting for. Can you understand how, without any prior positioning, it would appear to me that theres a lack of transparency in my experience today?
XXXX XXXX responded by reiterating that XXXX XXXX  was not going to have an opportunity to speak with me on that day.
16. I reiterated that I had been waiting upwards of twenty minutes in order to speak with XXXX XXXX, and that at this point, I would like to have an appointment scheduled and to be introduced, even if only a greeting, and that I would like to see what XXXX  was able to do for my situation. I reiterated that I was willing to wait until the end of the operating day to be introduced to XXXX XXXX XXXX XXXX  stated that he could not create an appointment with XXXX XXXX, and that he would not be able to make the introduction that I was requesting.
18. Noting XXXX prior positioning, that he could support the same types of requests as XXXX XXXX in the same capacity; I agreed to continue working with XXXX in good-faith of his prior statements.
19. I handed XXXX my Drivers License, and he proceeded to pull up my account. After taking approximately XXXX seconds to do this, he again asked how he could assist me.
20. Throughout my interactions with the teller, XXXX XXXX XXXX  and other associated named above; I maintained a tone of calm frustration. I did not raise my voice. I did not use any language that could be interpreted as disrespectful, defamatory, or condescending. While I was noticeably frustrated to XXXX our interaction did not draw the visible attention of other customers or employees within the branch, as is often the case when someone becomes disorderly or noticeably disrespectful in a Retail setting.
21. I informed XXXX that I have had usability issues with my Key Bank Account since its opening in XXXX XXXX XXXX. I stated that my Key Debit card declined after only 2-3 transactions, requiring manual transaction verification with Key Fraud Prevention Services (hereafter referred to as KFPS) in order to restore card functionality. I stated that this experience lasted for the first three months of account ownership, and that to resolve it I had needed to take partnership with Key Branch Managers at the XXXX XXXX XXXX XXXX XXXX locations, multiple times.
XXXX. I stated that I had been on the phone with KCS, and that despite my name being listed as XXXX XXXX XXXX, and providing polite correction; that the KCS representative that I had worked with had repeatedly referred to me as maam on the call.
24. I stated that a KCS supervisor had informed me that a teller at the branch had placed a XXXX-day hold on the XXXX Check that I deposited approximately XXXX minutes earlier in the drive thru via teller.
25. I stated that Key Bank had not honored its SLA on Certified and XXXX checks deposited since account opening, and that the check that I had deposited that day was being held in its entirety for XXXX  calendar days.
26. I stated that I felt that these experiences formed a throughline in my banking relationship with Key, and that I feel that my experiences up to this point have been extremely lacking in transparency, dignity, and respect. I also feel that there has been a lack of ownership throughout these experiences.
27. XXXX stated that the hold rationale for the most recent deposit, was historical overdraft, and that a hold like this one is incredibly rare at Key Bank. He continued to state that there wasnt anything he could do about the hold.
28. I stated that I was not given any notice of ineligibility for check cashing and other basic services and SLAs, and that I was not made aware of this extended hold being placed by the acting teller, at the time of deposit, by the acting teller. I stated that I returned to the bank to see if A) this discretionary hold could be shortened, or if B) I could have the deposit cancelled, and the check returned to me for deposit at another financial institution. I also stated that I understood and acknowledge XXXX inability to remove the hold in-question.
29. XXXXl stated that he couldnt be sure if the check could be cancelled or not; and that it would require an attempt to cancel, in order to determine the outcome of the action. XXXX also stated that there was a potential for the check to end up in limbo if cancellation did not complete properly.
30. I asked XXXX to elaborate on the in limbo scenario he had described. XXXXl restated that it was a rare situation at Key Bank, and that it wasnt possible to determine the outcome of the action until it was performed.
31. I stated that I was concerned, and asked XXXX to provide procedural transparency, in the event of the following the following outcomes he had described. A) The deposit is cancelled successfully, B) that the deposit was not cancelled successfully and remains in-progress, and C) The deposit became in limbo.
XXXX XXXX turned his screen and showed me what appeared to be my account summary within a Key Web Portal. XXXX  motioned to the current balance listed, which (expectedly) displayed an amount reflecting the deposit in question. XXXX  stated that this indicated that the deposit was in-process already.
33. I stated verbatim Im sorry, you may have inferred this, but Im having trouble understanding, and Id appreciate it if you could split the hair for me. Does this mean that we cannot attempt cancellation of the deposit? XXXX  XXXX  stated that we still had the opportunity to attempt cancellation.
35. I stated verbatim: So that brings me back to my original question from before you turned your screen. Can you please explain the situation in which the cancellation request results in the lost in limbo (hereafter referred to as outcome C) outcome?
XXXX XXXX  stated that this is all hypothetical, and that he could not speak to the circumstances that would lead to the ambiguous outcome he described.
37. I asked what would happen if the request is denied? XXXX replied that an immediate error would appear, and that the deposit would continue as-scheduled.
38. I asked XXXX  what would happen if the request is approved? XXXX stated that the check would be returned to me in this case. I asked if the Vericheck transaction would also be cancelled, attempting to ascertain whether or not this check would be eligible for deposit at another institution, or would be otherwise defaced/marked by the branch. XXXX confirmed that the XXXX transaction would be cancelled in tandem, in the case of the Approval outcome.
39. Reflecting on my assessment that outcome A and outcome B were low-risk as described; I asked XXXX  once again, in which situation outcome C occurs.
XXXX XXXX  reiterated that these are all hypothetical.
41. I stated that I did not understand the potential for outcome C, given XXXX  positioning of outcome A and B.
42. I asked verbatim XXXX have you completed this type of transaction before?
43. XXXX  simply replied, No.
44. I asked verbatim Are there potentially any policy or procedural resources available to better understand the situation youre describing? Would it be possible for you to ask a peer?
XXXX XXXX shook his head as I asked the prior two questions, and simply replied Nope when I concluded my second question.
46. I stated that I was uncomfortable relying solely on the XXXX speculation, and that this type of experience is why I requested to speak with a manager when the teller positioned working with a personal Banker. I stated that I would expect a Branch Manager to have more advanced knowledge and experience on these less-common procedures.
47. I asked XXXX again, if there were any other resources or colleagues he could refer to. XXXX  said no.
48. I stated that this experience was unprecedented, and that I had never experienced a retail banker relying only on their own limited understanding to issue financial, transaction, or policy guidance.
49. I asked XXXX if he was aware of the relevant consumer protection statues, limiting speculatory forward-looking statements by financial professionals.
XXXX XXXX  stood-up and said verbatim are you aware of this?, placing a FDIC and standard practices plaque in front of me. XXXX walked away. I was confused, but took this action to mean that XXXX may have taken my query seriously, and was referring to a resource or peer for information.
XXXX XXXX  returned with XXXX XXXX who had been behind the teller counter, and elsewhere within the branch for the entirety of the exchanges between XXXX and I.
XXXX XXXX demeanor shifted dramatically from when I had last seen him. XXXX stated that my behavior was disrespectful and that he was trying to have patience with me but that he was about to lose his cool.
53. I was shocked, and paying close attention to make eye contact with XXXX XXXX and to try and ascertain his reaction to what was being said by XXXX XXXX Without hesitation or further inquiryXXXX XXXX XXXX  said its time for you to leave. Within seconds, the XXXX XXXX made affirming statements and began to move towards me.
55. I immediately complied, and was walked out of the Branch without any opportunity to explain my position or situation. There were several customers that observed this expulsion, and I cannot overstate the feeling of shock and humiliation I felt at the time.
56. I stood for a few moments facing the branch parking lot, outside the branch. XXXX XXXX and the XXXX XXXX  stood around me.
57. I explained that due to the wait positioned by the teller, that I encouraged my wife to complete any local errands, and that she was on her way to pick me up. XXXX XXXX XXXX then stated that in that case I could continue to stand there; clarifying that prior to my explanation that he was going to ask me to step off the premises.
59. I reiterated that this was unprecedented, and that I was appalled by the events that had taken place. I stated that I had asked straightforward, albeit direct, questions that XXXX was unable or unwilling to support with. I reiterated my intent to report my cumulative experiences to relevant consumer protection agencies, such as the CFPB; and that I had never seen such an improper and biased escalation in my XXXX of Retail leadership and loss prevention experience.
XXXX XXXX XXXX was firm but increasingly transparent as the conversation went continued outside the branch. He stated the complexity and risk-profile of the Lynnwood area, and motioned to the XXXX XXXX for affirmation, which she acknowledged and said mhmm.
61. I stated that I completely understand and appreciate the nature of his intent, which I took to be in the best interest of his employees comfort and safety, even if without merit in this context.
62. XXXX XXXX acknowledged my statement, and said that he was sorry for the outcome, if he was indeed in error. XXXX XXXX  continued to insist that it was in his, and his teams best interest to have me remain outside until he had completed an investigation of the incident. XXXX XXXX XXXX XXXXsked me if I wanted any water.
64. I declined, and reiterated that I understood and respected the intent behind his actions. I stated that for that reason alone; I complied immediately with his request for me to exit the building. I stated that I wouldnt want his employees or anyone within the branch to feel uncomfortable; but that the situation only escalated once XXXX had returned with XXXX XXXX I reiterated my insistence that XXXX misrepresented my behavior, and that I was still in shock.  
XXXX XXXX XXXX asked again, if I would like any water while I wait for my wife to return with our vehicle.
66. I declined again, and asked if XXXX XXXX  shared XXXX assessment of my disrespectful nature, after I had explained my concerns to him with notable frustration. XXXX XXXX XXXX  acknowledged that I was not unreasonable from his vantage point, but reiterated that he did not have an opportunity yet to understand both sides of the situation.
68. I stated that I had come to the branch with a legitimate banking inquiry, and that I would have accepted even a quick introduction and reschedule to review the situation with XXXX XXXX I reiterated that I was never given that chance, and spoke to the recurring themes of misrepresentation by XXXX from introduction to exit.
XXXX XXXX XXXX asked one more time if I would like any water.
70. I stated that I would really prefer to wait inside the branch, rather than in the direct sun. I completely understand, and respect your position; but I am still shocked by the outcome here today, I dont feel that it was necessary.
XXXX XXXX XXXX  then stated that it was acceptable for me to wait inside the branch. He stated that he felt confident that we could come to a resolution in a meeting, and that he would follow-up with me based on the information that XXXX had collected.
72. I stated my appreciation for XXXX XXXX willingness to listen to my concerns, and make the discretionary call to let me wait patiently inside. I affirmed that I felt confident that we could come to resolution with proper attention, after being given the opportunity to meet and discuss my concerns with XXXX XXXX XXXX While I waited inside, I observed typical closing procedures taking place. Between the time of XXXX XXXX XXXX XXXX I observed at least two clients visit the branch, and be turned away due to the time of day.
74. I asked XXXX XXXX for his Business card.
75. At approximately XXXX, I recognized that all other clients had left, and without provocation; I grabbed XXXX XXXX  attention one last time to inform him that I wanted to be respectful of their end of day routines, and I exited the branch several minutes prior to closing.
76. It is my estimation that the branch locked its doors at XXXX XXXX. I waited outside for approximately three minutes, until my wife arrived. It is at this time that I left the premises of the branch.
 
I affirm that the above statements are true and correct to the best of my knowledge and belief, under penalty of perjury.