Consumer complaint received 2025-11-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: KEYCORP
State: WA

Complaint narrative:
Dear CFPB, I am submitting a formal complaint against KeyBank regarding the mishandling of a significant fraud case associated with my identity. The bank has failed to follow standard fraud procedures, has delayed the investigation for months, and has created additional financial and personal harm through repeated internal errors. 

Summary of the Issue : On XX/XX/XXXX, a KeyBank employee, XXXX XXXX, opened fraud case XXXX for a credit account that was fraudulently created in my name. 

Despite my reporting the fraud, KeyBank did not freeze the fraudulent credit account, allowing nearly {$10000.00} in additional unauthorized charges to occur after the case was opened. 

KeyBank sent the required fraud documentation to the fraudulent address associated with the fraudulent accountan address that does not belong to me. I never received the documents. 

The fraud depatment later informed me that the fraud case had been marked closed in the system without my consent, even though the fraudulent activity had never been investigated or resolved. 

On XX/XX/XXXX, I submitted the Uniform Affidavit for Identity Theft to the KeyBank Fraud Department via email. However, the assigned investigator never began processing my case.

When I contacted the Fraud Department last week for an update, they refused to provide any information or status, despite my verifying my identity with my address, email, and SSNthe same details used when the case was opened. 

On XX/XX/XXXX, the investigator, XXXX XXXX, stated she was working with her manager to open a new case, which indicates that my original case had not been handled at all for more than two months. This is unacceptable and has prolonged the harm to my financial standing.

Impact : KeyBanks repeated errors, delays, and refusal to provide updates have caused significant stress, financial consequences, and damage to my credit. The mishandling has prevented me from refinancing my home and has cost me money due to higher monthly payments. 

Requested Resolution : I am requesting CFPB assistance to ensure that KeyBank : 1. Immediately and properly investigates the fraud.

2. Reverses all fraudulent charges and freezes the fraudulent account.

3. Removes any negative credit reporting associated with the fraudulent activity.

4. Provides written clarification on why the case was closed prematurely and why documents were sent to a fraudulent address.

5. Assigns a single, accountable point of contact for the duration of the investigation.

6. Provides appropriate compensation for the time, stress, and financial harm caused once the issue is resolved. 

I am prepared to supply supporting documents, including : 1. The Uniform Affidavit for Identity Theft submitted on XX/XX/XXXX 2. Emails with KeyBank 3. Notes and dates of all communications with the branch, investigator, and fraud department.

Thank you for reviewing this complaint. I appreciate your assistance in ensuring that KeyBank addresses this matter promptly and properly. 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation