Consumer complaint received 2023-04-02
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Can't close your account
Company: KEYCORP (TX)

My interactions with Key XXXX Bank in XXXX New York have been quite frustrating with no definitive results to this point. As Administrator of the Estate, I began telephoning them in late XX/XX/XXXX XXXX in an attempt to close out the Certificate that recently deceased XXXX has/had with them. I have provided you with a summary below of that which has transpired thus far. Frankly, it appears to me that I am being given the " runaround. '' Initially, I was told that I only needed to send them an original death certificate. 
This was sent on XX/XX/XXXX and received on XX/XX/XXXX. I then called on XX/XX/XXXX because I had not received a check as promised. The representative named " XXXX '' to whom I spoke then told me that I needed to draft a Letter of Instructions and have it notarized. There had been absolutely no mention of a Letter of Instructions during the initial discussion that I had with the Key XXXX Bank representative in XXXX. In any case, I sent them the notarized Letter of Instructions on XX/XX/XXXX by XXXX and it was received by Key XXXX on XX/XX/XXXX. I have not been contacted by Key XXXX since I talked to " XXXX '' on XX/XX/XXXX. In frustration, I then called three times the week of XXXX XXXXXXXX XXXX and have achieved no definitive results as to the closure of this account and the disbursement of the funds. The telephone conversation today was most upsetting because XXXX, to whom I spoke, said that they were not certain that they had the Letter of Instructions on file because no one there today had the key to the mailroom, which is where she " assumed '' the document was located. 

Interactions with Key XXXX Bank by XXXX XXXX, As Administrator of the Estate of XXXX XXXX XXXX for the Account Number XXXX for Certificate with Balance of {$5000.00} Issue Date XXXX Maturity Date XXXX Bank # XXXX XX/XX/2023 Sent Key Bank Original Death Certificate, as requested, to : Key Direct XXXX XXXX XXXX XXXX XXXX, NY XXXX by USPS Priority Mail, tracking number XXXX. Delivered XX/XX/2023, at XXXXXXXX XXXX and signed for by SS [ XXXX XXXX ] NO RESPONSE from XX/XX/XXXX until XX/XX/XXXX from Key XXXX  XX/XX/2023 XXXX XXXX called Key XXXX  and spoke to XXXX at XXXX XXXX, who advised that a letter of instruction needed to be drafted, and then notarized. The letter of instruction should request that the account be closed and that the funds be distributed to XXXX XXXX at the listed address of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XX/XX/2023 Key Bank was sent the Notarized Letter of Instructions for the Estate of XXXX XXXX XXXX, as requested, by XXXX, with the tracking number : XXXX. 
This was received on XX/XX/2023 at XXXXXXXX XXXX and signed for by XXXX XXXX. 
XX/XX/2023 XXXX XXXX telephoned Key XXXX at : ( XXXX ) XXXX, and spoke to XXXX. XXXX XXXX was placed on hold twice for several minutes each time, and then told that the responsible person was not in the office that day, and that this individual would be advised of the details of the situation and would then call XXXX XXXX the next day by XXXX XXXX XXXX. 
XX/XX/2023 XXXX XXXX telephoned Key XXXX at or about XXXXXXXX XXXX  XXXX after there was no response as a result of the conversation which had transpired the previous day. 
That which was discussed the previous day was related to the representative, who then placed XXXX XXXX on hold. XXXX XXXX was then advised that the matter was being evaluated and that a phone call would be forthcoming. 
XX/XX/2023 XXXX XXXX telephoned Key XXXX on or about XXXXXXXX XXXX  XXXX and this time spoke to XXXX. XXXX placed XXXX XXXX on hold and then stated that the Letters of Instructions sent XX/XX/2023 could not be located. She suspected that the Letters of Instruction were in the mail room, but that no one there at the time had the key. XXXX then stated that someone would telephone XXXX XXXX tomorrow, XX/XX/XXXX to provide an update on the status. She then revised her comment to state that XXXX would call on Monday, XX/XX/2XXXX XXXX