Consumer complaint received 2024-03-06
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: KEYCORP (OH)

1. First problem was that I went to open a CD XX/XX/XXXX for {$5000.00} cash in all {$50.00}. dollar bills. Both myself an my partner counted the money prior to me going to the bank. At the bank the person banker prepared the paper work, had me count the {$50.00}. bills again. She then counted to bills, and ask me if she could use my envelope to take to money to a teller for deposit. I said yes. SHE THEN CAME BACK AND SAID THE MONEY WAS {$100.00} SHORT. THAT IS A LIE. I WOULD NOT SCREAM AND HOLLER BECAUSE I DID NOT WANT TO GET ARRESTED. MY PLAN WAS TO GO IMMEDIATELY TO KEY BANK MANAGER AND CORPORATE OFFICE. FIRST WHEN I CALLED THE MANAGER SHE SAID : " I HAVE COMPLETE CONFIDENCE IN MY STAFF '' CALLING ME A LIAR. SHE SAID SHE WAS GOING TO VIEW THE VIDEO. SHE TOOK TWO ( 2 ) WEEKS. THEN CALLED AND SAID SHE HAD NO VIDEO OF THE PERSONAL BANKERS CUBICLE. I THEN WENT TO CORPORATE. AFTER CORRESPONDING WITH A REPRESENTATIVE MY {$100.00} WAS REFUND TO ME. SO THIS MATTER WAS RESOLVED. ONLY AFTER I STOOD STEADFAST. 
2. THE SAME PERSONAL BANKER, ( AT THE SAME TIME THAT I OPENED THE CD ) said Key bank has a " NEW '' SAVINGS ACCOUNT CALLED : " KEY ACTIVE SAVER '' I asked her repeatedly what is the purpose and are there any fee 's associated with this " New '' account name. She said " There are no fee 's. Key Bank is trying to be more competitive with other banks. It is just in name only. This personal banker knew I would not agree to any Key Bank ACCOUNT THAT HAD FEE 'S ASSOCIATED WITH IT. I had just opened a CD on XX/XX/XXXX prior to opening up the one on XX/XX/XXXX. She knew that I would not open up a checking account which Key Banks call a " relationship '' this is why I could only get 4.49 % interest instead of the 5 % interest offered by Key Bank. This was clear. I even told her that I closed accounts with Key years ago because Key wanted to charge monthly fee 's and paper statement fee 's. I kept my credit card and savings account with key Bank only. a Key Bank customer since XXXX. My account was " Key Saver '' I was grandfathered with this account which had NO FEE '' S. Key Bank started deducting a {$4.00} maintenance fee from my savings account in XXXX, XXXX. After I was told there were no fee 's. I never fell below the minimum requirement of {$300.00}. I never requested paper statement. 
I had to continuously call for Key Bank to reverse the fee 's from my account each month. Key Bank owes me for the hassle. TO DATE KEY BANK HAS REFUSED TO REVERSE THE FEE FOR THE MONTH OF XXXX XXXX AND I WANT THIS DONE IMMEDIATELY. 
Below are emails associated with this complaint : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I am now uncertain of what your roll is and what department you actually work in. 
As I stated. nothing has been done in correcting my account. Additionally, for XXXX XXXX there should be a {$4.00} refund adjustment of Key Bank charging me a monthly fee. 
You have now indicated that someone one from an Executive Client Relations Team was suppose to contact me. Again, WHY - My account should just be corrected. What is there to talk about. You advised me that the parties that are assigned to correct this matter knew the entire situation. I want to see an email from whomever stating the the XXXX XXXX fee of {$4.00} has been returned back to my account by Key Bank. It appears that you are being lied to. If you recall, you sent me an email stating that the matter had been resolved. SO, yes you are being lied to, because {$4.00} fee 's were again deducted from my account as a monthly maintenance fee. 

I have documented a phone call I received. However this person said she was from the Customer Service Call Center. NOT EXECUTIVE CLIENT RELATION TEAM.And I hung up the phone on her. I advised her that I do not want to speak to anymore Call Center Customer Service Employees. This matter is beyond Call Center Customer Service. I do want to know why a Call Center Employee would be assigned to call me via phone, or at all. 

And my account should not have a {$4.00} fee and then reversed every month by some Key Bank employee. I do not want to see that. That is bad book keeping and if the IT department of Key Bank, XXXX, or some other independent vendor of Key Banks Online Banking, who ever is responsible is not trained to correct this matter, they need to be replaced. 

I want a phone number, name and email address of an Executive Senior Leadership person. So that I can document whether this person will refuse to respond or resolve this matter. 

It appears that you have done all that you can do. I asked you who you report to, and you did not give me an answer. Instead, you said " WE ALL REPORT TO THE EXECUTIVE CLIENT RELATIONS TEAM. '' I mentioned again in our conversation, it was clear when I purchased two CD 's that I did not want a Key Bank Checking account. This is why I only received 4.49 % interest rates instead of the 5 % that Key offered. 

You stated, as soon as you could stop driving and get to your lap top you would investigate the reason why this matter has not been resolved. 

Lastly. I advised you, that I had Key Bank Checking account before and I closed it, mainly because I do not bank with banks that charge me fee 's MY EMAIL ADDRESS IS : XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Just for clarification. Hope you have a better day. 

XXXX XXXX ______________________________________________________________________________________________________________________ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

To date, the matter regarding XXXX XXXX switching my account to some " XXXX '' Key Active Saver account and me being charged fee 's has still not been resolved. 

I am going to repeat this. As I have stated before, XXXX XXXX said Key had a " NEW '' account name Key Active Saver. My first question is WHY and if there were any fee 's. SHE SAID NO. I DO NOT USE ANY BANKS THAT CHARGE ME FEES. THIS HAS ALWAYS BEEN MY PERSONAL PREFERENCE. YEARS AGO, I CLOSED MY ACCOUNT WITH KEY FOR THE VERY SAME REASON. NOTHING HAS BEEN DONE TO CORRECT THIS MATTER. NOT ONLY THAT THE CALL CENTER EMPLOYEE ACCUSED ME OF HAVING MY ACCOUNT FALL BELOW {$300.00} PER MONTH. ( WHICH IS THE LIMIT OF WHICH FEES ARE ACCESSED ) HERE ARE THE FEE 'S SO FAR : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX REVERSED AND CREDITED BY KEY. CREDIT {$4.00} XXXX XXXX XXXX XXXX XXXX XXXX$4.00} NO ADJUSTMENT CREDIT HAS BEEN GIVEN BY KEY. AND I WANT MY {$4.00} CREDITED BACK TO MY ACCOUNT FOR THIS MONTH. 

XX/XX/XXXX - FEE {$4.00} XX/XX/XXXX - FEE REVERSED AND CREDITED BY KEY {$4.00} CREDIT XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - FEE REVERSED AND CREDITED BY KEY - {$4.00} CREDIT. 

THE FEE OF {$4.00} FOR THE MONTH OF XXXX SHOULD BE CREDITED BACK TO MY ACCOUNT IMMEDIATELY AND WITHOUT FURTHER DELAY. YOU, XXXX XXXX ADVISED ME THAT THIS MATTER WAS RESOLVED. YOUXXXX XXXX, EMAILED ME THAT A " MEMBER '' OF THE EXECUTIVE CLIENT RELATIONS TEAM IS WORKING ON THIS MATTER. IT HAS NOT BEEN XXXX XXXX XXXX XXXX XXXX  ) AND STILL NO ONE WITHIN THE EXECUTIVE CLIENT RELATIONS, SENIOR LEADERSHIP OR ANYONE OF AUTHORITY HAS CONTACTED ME. I AM SICK OF GETTING CANNED SCRIPTED ANSWERS FROM CALL CENTER EMPLOYEES. 
___________________________________________________________ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Good Morning, XXXX XXXX, your savings account has now been reverted back to a Key Saver. I appreciate your patience this week while we worked to have this corrected. 

Thank you for your time, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX