Consumer complaint received 2024-08-16
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: KEYCORP (MT)

Between the dates of XX/XX/XXXX and XX/XX/XXXX over {$13000.00} was charged to my checking account using my debit card information. I never lost my card so am not sure how the information was obtained. I was away at a wedding for a long weekend and did not realize the charges were being made. I was never once contacted by my bank even though huge charges were being made and my account was overdrawn by over {$9000.00}. Around midnight on the XXXX of XXXX I called Key Bank to try and talk to someone but could not reach anyone on the number I was calling. I went online and canceled my card and called the fraud department at XXXX the next morning. I spoke with a woman from Key Bank on the XXXX who helped me file a claim over the phone. She added the fraud charges made with XXXX, XXXX XXXX XXXX, and XXXX but also asked me about various other charges that seemed suspicious. Charges made to XXXX XXXX and XXXX did not seem familiar to me so I agreed with her that they should be added to the claim. It turned out that a few ( maybe XXXX ) of these additional charges were over 60 days old which I later learned caused my entire claim to be denied. I tried to file another claim twice over the phone and correct this mistake but the second time the Key Bank employee on the phone with me misunderstood and filed the same claim with the same transactions and the third time although the only charges on the claim were those made with XXXX, XXXX XXXX XXXX, and XXXX it was still denied based on the mistakes in the first claim. I filed a police report in late XXXX, went into a Key Bank branch in XXXX when I was visiting WA XXXX, contacted XXXX, XXXX XXXX, and XXXX, and have been calling the Key Bank fraud department regularly since the incident occurred without any progress. I spent multiple hours on the phone with XXXX going over all the charges made on my card. The woman I spoke with said that the charges were all refunded to my card the same day which never happened. She also said that that amount of charges should have never been able to be made that close together which was suspicious to her. She told me someone from another department would call me back with next steps in a few days and they never did. XXXX XXXX told me to file my claim online which I did and have never gotten a response from them other than thanking me for filing a claim. XXXX told me to deal directly with my bank and that they could not help me. I have currently been reaching out to law firms, been in contact with the executive branch of Key Bank, and gotten updates from the detective working on my case at the local police station. Key Bank continues to tell me there is nothing they can do, that I get documentation from XXXX, XXXX XXXX, and UPS that the charges made were not made by me, and that I should be checking my online banking more often. Their lack of communication, poor customer service, dismissive attitude, and the fact I am still trying to resolve this is shocking to me.