Consumer complaint received 01/15/2018 about Checking or savings account (Savings account) with KEYCORP (NY).
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint: XXXX XXXX - Filing this on behalf of my brother who does not use technology. 

XXXX XXXX story : It starts with XXXX having an emergency fund passbook account which was opened with XXXX XXXX XXXX with last transition in XXXX/XXXX/XXXX with a balance of {$14000.00}. He used the account only for special items like trips to XXXX to visit our parent and it was not used in a long time because they passed away now for 20 years. He has lived in the same residence for 35 years and has never received any mail regarding his account changing and has been going to the same branch for 35 years at XXXX XXXX. BY law since the account was dormant with no transactions he should have been notified by mail or phone, but he was not. I did check to see if it was turned over to NY State in their database, but nothing there. You may not be aware but XXXX XXXX was merged with XXXX and then the branches in the area where acquired by XXXX XXXX which was then acquired by Key Bank. He is also having an issue with a {$30000.00} CD from XXXX which was never cashed. The CD is currently being investigated by NY state. 

In XXXX of XXXX he went to the same branch which he always did in the past now is key bank, presented his passbook and withdraw {$2000.00}. His XXXX XXXX statement showed {$6000.00} before the withdrawal in XXXX. XXXX went back in XXXX XXXX to make another withdrawal and they told him his account was was closed with no funds. He spoke to the branch manager and asked how that can happen. He was to trusting and provided her with the account statement because she told him that is the only way she could get his money back. He should have her make copies. He waited and waited and nothing happened. There were three {$1000.00} dollar withdrawals prior to the XXXX withdrawal and the writing did not look like his at all. He went back to the branch and filled a police report. He went back several times and she said she was working on it. She kept showing him and asking him if that was his drivers license number which the bank has on file. Of course he said yes. 

I finally stepped in around XXXX and contact the branch manager who did not return my calls. I called customer service ask for area branch manager to escalate her. Customer Service got her on the phone after my escalation comment. I asked her what is going on with my brothers account this should have been resolved in XXXX. She said we are retrieving the video and it has taken longer. I provided my phone number and asked her to call be back in a week, but never heard back from her. I called again and spoke to one of the tellers and she said she was doing an interview. I never heard back from her. 

I called the fraud line for Key Bank in XXXX who sent out an alert and asked it be routed to the XXXX XXXX branch. It was XXXX XXXX who was much more cooperative. We did a few visits with him and he provided copies of the transaction which I have copies of them. The interesting part is the one he signed for in XXXX XXXX looked very different then the three {$1000.00} withdrawals before the account was closed. One signature started the B in his last name as an O and then wrote over top of it to make it a B. I asked XXXX do these look different to you and he respond yes they do. He worked with the department to track down more information and try to retrieve the video from the branch stored in XXXX XXXX. When I spoke to him in early XXXX he said you are not going to like what I am going to tell you. He said they cant find more information. I asked how is it possible no video with my brother at the teller line making these transactions unacceptable. I need to escalate to the area branch manager who basically said I have to call Key Bank XXXX Client Relationship Department. I had two 3 way calls with my brother on the line. The last one discussion with XXXX she tried to get me out of the mix. 

I contact the FDIC to see what they had to say about there involvement, He said they were not involved in any of those mergers and could not help me. He suggested I file a complaint to the Consumer Protection Agency which is now in process. 

I firmly believe this was fraud and an inside job within XXXX XXXX within the branch or general bank and Key Bank did poor job retaining records. I also believe this expands way beyond XXXX account too many other Seniors that have accounts that were not used very much over the years. With the bank continuing to defer the issue I believe many people went away and just accepted it. This is definitely fraud and until I see videos of my brother standing in front of the teller line making all the transaction with time stamps or some other proof I am going to continue even if it take legal action. 

I would appreciate help in looking in to this matter. I cant image how many others have had their money stolen and accounts closed with no FDIC protection.

Company response to consumer: Closed with explanation