Consumer complaint received 2021-07-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: KEYCORP (CO)

Hi, I am writing this complaint after a 4 week " bank investigation '' by Key Bank into me being charge a {$25.00} maintenance for over 3+ years do to an admitted internal coding error in the Key Bank system. To start, about a month ago there was a fraud alert on my debit card, so subsequently the card was immediately closed and I had to visit the bank to withdrawal money while I waited for my new card in the mail. While in the Bank, the teller noticed that I have a " Key Privilege Account '' and that something was wrong and that I should not be receiving certain charges like the {$25.00} maintenance fee because I met requirements, so I was directed to a banker. The banker quickly looked up my account and immediately noticed the error, and explained to me that it was and internal coding error that was causing this issue, but he was only able to credit me 2 months, and I would have to see a Branch Manager about the history of charges being reconciled. But, this was impossible because that location currently did not have a Branch Manager. So I visited another actual branch manager who then looked into things, and he too mentioned that there was another coding error caused by the banker the day before, and that they worked together to fix it, but he was not able to help me with reconciling the 36+ months of negligent charges due to an admitted coding error on their part because I need to reconcile everything with the Branch that I opened my account with. But again that Key Bank Branch still did not have a Manager, so I was given the name and info of the person covering for the Branch, whom I contacted and was told that she would get back to me immediately. I was then told that the matter was escalated to a woman who is in charge of looking into the matter, but last Friday I was told that I would be credited {$300.00} while they were investigating. The money showed up so I thought we were on a good path, and another {$300.00} showed up having me think that they were actually working to make things right as this was their admitted error in coding ( something I can go in depth about, but it has to do with them not having my Direct Deposits from my work coded correctly with my Key @ Work account that prevents maintenance fees and overdraft fees is I have over {$2500.00} in direct deposits every month, which is a requirement that I clearly met but their system did not recognize ). But, yesterday as I went to pay for my medication my card was denied, and I looked at the history and there was a {$300.00} debit from my checking with a description that read " Debit Memo '' which is something I have never seen in my life, and I come to find out that it was Key Bank who came back and took the money out of my account because they were never planning on giving me more than {$300.00} for their admitted error, and then I also find a withdrawal from my savings for {$300.00} with the description " Stat-Sav/Dda Withdrawl 1.2 W/D '' something I have never seen before as well, so immediately took a screen shot of and sent to a banker who again could not tell me what that transaction is about, and I am glad that I did take that picture because the transaction is no longer posted in my banking app today, prompting me to believe that they did something that they shouldn't have by not only taking {$300.00} from my checking, but they went into my actual saving to make sure they get theirs. Ultimately this all just became too much for me and I am closing my account with Key Bank after speaking with a Banker in their Private Banking who confirmed to me that they were never going to give me more than {$300.00}, and that it was my responsibility to reconcile my accounts, but she apologized for the mishap and basically explained that I got burnt by the bank, yet these other bankers told me twice a week for 4 weeks that they were investigating and that that its been escalated to someone would reach out to explain and could make decisions. I never received one call or email from a single Key Bank employee after being promised weekly until this past Friday the XXXX when a banker called to tell me I would be credited {$300.00} while they are still investigating. I purposely left out names of these individuals because unlike them I believe in integrity and felt it was wrong, but I have 4 years of paperwork that I can send as well as all contact information for these individuals as well as emails with years of statements attached showing the exact issues. But after a week of spinning in circles I was finally told the truth by one of the bankers that I was never going to receive more than the initial {$300.00} even though it is their admitted error. So come tomorrow I am closing my accounts with KEY BANK and hope that this can help any possible individuals from opening an account with KEY BANK because they are bold enough to admit their exact mistakes and errors but have no problem letting the hurt fall on their customer, someone who makes a average wage and works hard to provide for himself. Interesting thing is that my father is a wealthy man who works with their " Private Bank '' and the first person to receive a call about this was him, because of course they want to preserve relationships with people with large amounts of money, but those with average checking and savings don't receive the same attention or respect. What started as a very amicable claim, turned into a nightmare the more time went on and the more evidence i provided but end of day I believe KEY BANK made the decision to push me around in circles, and even went as far as trying to tell me that there was no coding error, which is ridiculous because 3 of their employees, one being a Branch Manager looked me in the eyes and explained that was the issue. Makes me wonder how much money they make off of these coding errors, which is another reason I have reached out because the level of ineptitude a lack of awareness with their own processes makes me believe that I cant be the only one whose had this happen, and I really hope that others look into their accounts thoroughly because KEY BANK has zero problem taking your money based of their own admitted mistakes and even tried to cover it up by telling my there was no issues, so they are not above blatantly lying either. Also, perhaps the most difficult issue with this entire situation is that I told one of the bankers I was working with that this is absurd and that I should just close my account and leave, and this banker looked me in the eyes and said " I would do the exact same thing if I was you because this was not your fault and I don't blame you. '' But lower level people who actually do make the difference in such an environment have no pull because their bosses are so focused on being as greedy as their banking privilege 's permit them, and in this is a blatant example of them completely getting over on a member whose been with the bank for over 7 years. 

In all they I have been charge {$25.00} maintenance fees as well as overdraft fees that began XXXX XXXX extending all the way to XX/XX/XXXX totaling in excess of {$1100.00}. I received and immediate credit for the last 2 months in XXXX ( XXXX and XXXX ) as well as the over draft fee by the original banker because he say the error in coding immediately and credited my account on XX/XX/XXXX. This is also the date that I began the " Investigation Process. '' On XX/XX/XXXX I met with an actual branch manager at a different location who then confirmed that he was looking into the mishap, and that he found another error in the coding and it should all be fixed going forward. From XXXX XXXX XXXX I have been in contact with the branch manager of the location I opened my account. {$300.00} was credited to my account on Friday XX/XX/XXXX, then another {$300.00} credit was made which is why I believed they were actually reconciling. But come XX/XX/XXXX one withdrawal of {$300.00} was taken out of my checking, and and other {$300.00} taken out of my Saving both with descriptions i have never seen before, and were explained by a banker yesterday that they are likely withdrawals made by the bank because they yet again messed up their process and " gave me too much money. '' As is stands I have one pay check to go through tomorrow Friday XX/XX/XXXX, and I will be closing my account immediately.