Consumer complaint received 10/21/2017 about Checking or savings account (Other banking product or service) with KEYCORP (TX).
Issue: Managing an account
Sub-issue: Banking errors

Complaint: This all started back in XX/XX/XXXX when my mother decided to change power of attorney over to me from my younger sister who was on it prior with Key Bank. At this time my mother was frustrated with my sister and my moms bills being behind all the time. When I went to the bank to get put on as power of attorney I was told I needed a paper from the attorney releasing my sister from the account so I went back to the attorney got a copy of that brought it back to The bank along with the power of attorney paperwork, then I was told that he had to go through a long process to get me on which was fine I did n't care. He also told me he did n't know why my mom was taking my sister off he felt like she was doing fine, I told him I had no idea just that there were issues in the family and I did n't know why. Well later that day my mother got a call from The Manager at the bank asking her why and she told him that my younger sister drinks to much and she did n't want her over her money. Then my younger sister called my mom furious saying that The manager at the bank had called her and let her know that she was off the account because she was a drunk. This caused major problems for weeks in the family. 

Then in XX/XX/XXXX my mother had her home remodeled, she has a brokerage account through Key Bank we were trying to get money from that for the remodel. Not knowing back in XX/XX/XXXX money was already taken out ( for what I do not know I was not over the accounts when this was done ). We met with the broker to see if mom could get enough for the remodel which was around 13,000 to my recollection. Finding out that she could not take anymore until XX/XX/XXXX we were pressed because the Contractor was asking for his money this being 45 days from when we would be able to get this out. So a suggestion from one of the employees at the bank who was sitting in with us ( my mother and sister ) who then worked at Key Bank was to get a credit card through Key, pay with it and then she would have a year no interest on it. So she applied that day got the credit card approved and waiting for the card to come in the mail was like 5-7 days the contractor still bugging us because he wanted money and we were n't able to get a hold of the card when we finally got the card we try to pay he tried to run {$3000.00} at a time through it because that 's all his credit card account would allow him. It would not work, so my sister called the guy at the bank who sat with us and got the card for my mom, at the bank to see if we could just use the check to pay him, he said we could so we did. Then on the first statement of the card it had been charged all these fees, well I waited three months to see if they would back out and they did n't I tried to call The guy back at the bank to clear this up I was told he quit. So then I called the bank manager ( Key Bank ) I was told that the guy that worked there was on vacation and he would get a hold of him and then get back with me. This was over XXXX XXXX weekend ( XX/XX/XXXX ) so he told me he would not be able to get back with me until Tuesday, the following Friday I got a call from him. Saying to call back, I did numerous times I think he knows my number so he avoids me. Anyhow the next call I get from him is XX/XX/XXXX because I had gone above him to a regional manager ( who never returned my call ) and who as soon as he got the message from me immediately called the bank manager and told him to call me! Which he left a message again saying he heard I was looking for him ( I still have all the calls and messages dates and times on my phone ). 

Then nothing more from him until XX/XX/XXXX he called me out of the blue now remind you I have left numerous messages and can pull my phone accounts to prove this, I was furious about my moms account and being lied to about the bank employee being on vacation instead of him telling me he had quit. He told me unfortunately there was nothing he could do to fix my moms account, so I was mad I told him I would be moving my moms money from Key Bank and put it somewhere she would not be taken advantage of, I also put him on speaker phone because he had denied everything that was said to me, my mom and my sister back in XX/XX/XXXX ( when he was not even in the room ) and I made the comment just like you did n't call my sister and tell her everything about my moms account, then he said on speaker phone in front of 7 people that were helping me load a moving truck that he made a mistake calling her. Well I was leaving that day for Texas with my sister XXXX that is over my moms medical stuff because she lives with her ( she helped drive one of the moving trucks to Texas ). 
When she returned on the following Friday she was told by my mom who had an accident and has XXXX that my younger sister and another sister with the man from the bank had come to the assisted living where my mom is at temporarily, and told her she needed to sign this power of attorney over to the younger sister who was on it previously and according to her the bank manager was the man from the bank. He said XXXX would have wanted it this way. ( XXXX is my father who passed away almost 4 years ago ), I think this stemmed from me being mad at XXXX and he called my younger sister that was on the account previously and told her that I was going to move my mom 's money in this process this is what they did. Speaking with my mothers attorney this morning they can not do that it has to be done in front of and attorney. I am going to proceed legally and I find this unacceptable to come from a branch manager! 
I contacted Key Banks Corporate Office in Ohio still nothing has been done, first of all they took all kinds of fees and charged my mother interest etc.. then the bank manager went to the XXXX XXXX   to hurry and change power of attorney back to my other sister, knowing that my mother is on medication and XXXX XXXX XXXX XXXX XXXX. I am back in town this week and we are meeting with my mothers attorney to make sure this bank can not do this again and to change back power of attorney. The bank manager called my sister the minute I left town and filled her in on everything with my moms account. So then they locked me out of her account I have not been able to pay her bills or anything. So I will be moving the money out of that bank this week. 
Last week my sister who cares for my mom went into the bank and one of the employees who knows her and my mom said to her oh I thought you had moved to Texas, she said NO that was my sister. Funny how I do n't even Bank there and the only person who knows I moved at that bank was the manager I feel like that bank knows more about me than my own family. I 'm really glad I do n't Bank there or I would have closed my accounts months ago, no privacy at all!!!

Company response to consumer: Closed with explanation