Consumer complaint received 2016-06-07
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: KEYCORP (OH)

I am completely and utterly disgusted with the level of account accountability and Customer Service provided by KEYBANK. I have been a consumer of this company for over 3 years and have always maintained a pleasant relationship with my local office and bankers until beginning of XXXX. This year due to an identity theft situation internally in the IRS, a delay was placed on my XXXX income tax return. Once notified of the delay I immediately contacted KeyBank to inform them of the automatic delayed deposit and the effects it will have on my automatic withdrawals. My local banker confirmed the understanding a note was supposedly placed on file. This was not the case ... During my time fighting back and forth with the IRS my " friendly '' KeyBank account was charged multiple fees for the extended period that the account was overdrawn as well as fees for Inactivity. This continued until I was notified by mail that KEY has charged off my account and it was now closed. I thin contacted KEy and the outside agency, I was told KEY policy is that any and all funds received for deposit to a closed account will be automatically returned to sender. THIS WAS NOT DONE. After being notified on XXXX XXXX, by a branch of the IRS that funds were released to me and not sent back as I was expecting, I contacted Key again. At this time I was informed by a corporate XXXX that on XXXX XXXX KEYBANK received and cashed my first installment from the IRS ( WHICH IS AGAINST POLICY ), then stated to have mailed me a physical check with could take 4 weeks from that date to reach me. ( WHEN I LIVE 2 MINUTES FROM A LOCAL BRANCH ). Two weeks later I contacted the corporate branch again got anther XXXX agent, whom after verifying my identity immediately told me she knew why I was calling, and transferred me to collections department, this department informed me of the company policy to send back all fund submitted for deposit to closed accounts. After further discussion she decided to look into my claim and confirmed that the payment was cashed by KEY and a check should have been sent. I was then told to allow the opportunity for research to be done on the account an I would receive a call back. NEEDLESS to say this was not done. Week later I contacted the corporate office again and was told that nothing could be done for me to assist in the resolution in the matter and the agent would have look into the issue and would guarantee to call me back the following business day by XXXX. ONCE again THIS NEVER HAPPENED. Today XXXX/XXXX/XXXX I called KEYBANK again, I got a XXXX who was very rude and unhelpful, who was only interested in over talking me and ranting company policy, in a matter that was created from Key violating company policy from the beginning. The obnoxious agent then proceeded to transfer me to the collections department. Where I spoke with a XXXX, who confirmed multiple attempts made by me to resolve this issue as well as an unusually long delay in getting my funds back to me. Rep confirmed my address, and proceeded to inform me of a procedure of me filing an affidavit to stop the check and mailing it to KEYBANK for KEY to then mail me another check. Which was ridiculous! Rep understood my frustration and got me over to the escalation department, where I spoke with a supervisor whom asked me to allow her the ability to look into the situation, which was housed in another department. NEEDLESS TO SAY ... I have not heard back from her either.