Consumer complaint received 2024-06-19
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: KEYCORP (OH)

In between XX/XX/XXXX and XX/XX/XXXX there were multiple transactions made on my debit card that were unauthorized. I called to report these transactions to my bank after receiving a fraud alert from my bank. On XX/XX/XXXX. I received a provisional credit from my bank for these transactions. Then in XX/XX/XXXX these provisional credits were reversed, sending my account into the negative as I had already used the money from the provisional credits. On XX/XX/XXXX when I noticed my account in the negative I called in to ask why. It was explained that my credits were reversed. I asked why, and was told that because Id done transactions with this company in the past that it was believed that I authorized the transactions. I explained that I had not done any transactions with this company for a long time as my account with the company was closed months prior to these transactions. I was allowed to escalate the dispute and given claim number XXXX. In the escalation I included a detailed description of the situation and I also included screenshots of my old account with this company to show that not only had my account with them been closed for months but that none of the transactions on my bank account matches the transactions on my account with the outside company, showing that it is impossible that these transactions on my bank account were done from my account with the company. After not receiving any response, on XX/XX/XXXX I called to check the status of my escalation and was told it was never received. So I resubmitted the escalation and included a screenshot of the first email id sent in on XX/XX/XXXX to show that id already sent the escalation email previously. This time I called back the same day to make sure they received it which they affirmed they did. After weeks of not hearing anything again I called back and was told it was still being investigated and Id be contacted back. After another couple weeks of not hearing anything I called back again and was told the investigation could not be completed because they needed my IP address from my phone, which I provided. Since then I still have heard nothing at all from the bank concerning this issue. Then on XX/XX/XXXX I noticed a charge off in my account due to it still being in the negative after the provisional credit was reversed. After that the bank closed my bank account and sent the charge off to collections. So now I have a collections account from this situation, which has negatively impacted my credit. Further, my credit card which was in good standing with this bank was closed. When I called to ask why I was told it was due to me having a negative balance with the bank and the amount being charged off so my credit card was closed. Now my credit card is reporting that Im over the limit and 90 days past due on payment, but my credit account is closed and not active. All of this stemming from these unauthorized transactions, even after I showed the bank proof with screenshots that these transactions were not made from my account with that company and showing them that my account with that company had been closed for months with no activity. And til this day I still have heard nothing back from my escalation. I have not received any investigation information as Id requested. This situation has spiraled out of control and they claim the cant finish due to not having an IP address which I provided and still have heard nothing. I have also been put into XXXX XX/XX/XXXXdue to this situation. I have included screenshots of communication with the bank and included evidence I provided them.