Consumer complaint received 11/27/2017 about Checking or savings account (Checking account) with KEYCORP (OH).
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint: On XX/XX/XXXX, I opened a Key Bank Express Checking Account at Key Bank with Personal Banker XXXX XXXX. This account was opened under the documented, written account award agreement ( Key Bank promotional offercopy available upon request ) that I would receive a {$200.00} award for opening said account. The written agreement and promotional offer stated that one would receive {$200.00} when you open a Key Express Checking Account between XX/XX/XXXX and XX/XX/XXXX and make a direct deposit of {$500.00} or more and a combination of five debit card and/or bill payments within 60 days after account opening. A review of my bank statements since I opened this account clearly reveals that I met the Key Bank requirements for the award ( copies of said statements available upon request ). 

The written, documented record of my activity with this account reveals the following : 1. ) Account was opened on 1XX/XX/XXXX in the Key Bank XXXX XXXX branch office with an initial deposit of {$50.00}. 

2. ) Written and electronically submitted documentation authorizing direct deposit of my payroll check to the said account was sent by my employer XXXX XXXX to its payroll processing department on XX/XX/XXXX ( copy available upon request ) 2. ) The direct deposit of {$500.00} or more required for compliance for the {$200.00} bonus offer was made on XX/XX/XXXX in the amount of {$600.00}. 

3. ) Within the 60 day period additional direct deposits over the {$500.00} threshold figure were made as follows : -- XX/XX/XXXX -- {$620.00} -- XX/XX/XXXX -- {$540.00} -- XX/XX/XXXX -- {$580.00} 4. ) Within the 60 day period a total of approximately 80 debit card payments and/or bill payments were made out of this account The above documented, written data and evidence unambiguously show that I met all of the necessary and sufficient requirements to obtain the {$200.00} award. 

I have attempted to resolve this issue telephonically in the following calls and conversations : 1. ) Tuesday, XX/XX/XXXX7 at XXXX XXXXI called Key Banks XXXX XXXX office and spoke with XXXX. She told me that it appeared that all of the requirements for the {$200.00} award were met and that she would contact the district office for guidance and get back to me by XX/XX/XXXX. 

2. ) Friday, XX/XX/XXXX at XXXX XXXXI called Keys XXXX XXXX office and had another conversation with XXXX. I told her that nothing had yet been done. She said that she was still waiting for a response from the district office and that she would get back to me the following week.

3. ) Tuesday, XX/XX/XXXX at XXXX XXXXI called Keys XXXX XXXX office and asked for XXXX. XXXX XXXX answered the phone and said that she was busy with a client and asked if he could take a message. I asked about the status of my {$200.00} award. He said it was still being researched by the district office and that XXXX would get back to me. 

4. ) Monday, XX/XX/XXXX at XXXX XXXXI called your Keys XXXX XXXX office and left a detailed message on the general voicemail stating that Key Bank had not met its obligations under the agreement and that I had opened the account under false pretenses ( i.e., the account was opened with the expectation that the {$200.00} award would be deposited into my account by XX/XX/XXXX ). 

5. ) Monday, XX/XX/XXXX at XXXX XXXXXXXX  XXXX of Keys XXXX XXXX office called my phone number and left a voicemail for me to return his call. 

6. ) On XX/XX/XXXX, I sent a demand letter to XXXX, branch manager ( certified mail, return receipt requested ) to the Key Bank XXXX XXXX branch 7. ) On XX/XX/XXXX, I faxed another demand letter to XXXX, branch manager at the Key Bank XXXX XXXX branch 8. ) Monday, XX/XX/XXXX at XXXX XXXXI called XXXX XXXX back on his direct line and restated my case. He stated that when he filled out the paperwork on my account that he did not put in the appropriate promotional code for the {$200.00} award. He blamed the error on me stating I had said that my XXXX check would not be deposited within the 60 day requirement period. I recall stating that I would turn in the direct deposit request form ( see the enclosure ) the next day ( XX/XX/XXXX ) and that the first check should be deposited in the 60 day period. It is obvious that I completed the form with XXXX on XX/XX/XXXX and that the first payroll check was deposited into my Key Bank Express Checking Account on XX/XX/XXXX. 

9. ) On XX/XX/XXXX, I sent a demand letter to XXXX, branch manager ( certified mail, return receipt requested ) to the Key Bank XXXX XXXX branch ( copy available upon request ). 

10. ) On XX/XX/XXXX, I faxed another demand letter to XXXX, branch manager at the Key Bank XXXX XXXX branch ( copy available upon request ) The above stated scenario makes it crashingly obvious that my award of {$200.00} for opening the Key Bank Express Checking Account should have been deposited on XX/XX/XXXX. 

Given the verified, written documentation outlined and summarized above, I request that the {$200.00} award be deposited into my Key Bank Express Checking Account.

Company response to consumer: Closed with explanation