Consumer complaint received 2025-01-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: KEYCORP
State: PA

Complaint narrative:
On XX/XX/XXXX, my Keybank Credit Card was charged {$29.00}, through a XXXX transaction- for an XXXX XXXX. 
Merchandise was stated to arrive approximately XX/XX/XXXX ( XXXX XXXX that I use for medicinal purposes ). 
On XX/XX/XXXX, a dispute was filed with the Keybank Credit Card Services because the merchandise had not arrived, and I was now being charged interest on the cost of {$29.00}. 
There was NO communication from the XXXX merchant. XXXX was not helpful. 

From there, the matter of a dispute was opened with Keybank and I have experienced XXXX ( XXXX ) weeks of continued stress because Keybank 's dispute department has not communicated in any email I sent them, except to say just a couple times that they were " investigating. '' There was no investigation, per my knowledge, as Keybank 's Credit Card dispute department did not communicate. 
On XX/XX/XXXX, the merchant claimed they delivered the merchandise in my po box or mailbox. I do not have a po box . They claimed this was at approximately XXXX. My USPS postal carrier NEVER delivers mail in the AM hours. 
Therefore, I watched on XX/XX/XXXX, for my XXXX to arrive in the PM hours, and took a photograph of the USPS truck at my mailbox. I sent the information to Keybank. 
On XX/XX/XXXX, I happened to look on the Keybank website and learned that Keybank reversed the " provisional credit '' of {$29.00}. I phone customer service at Keybank and spoke with a XXXX. 
I informed her I NEVER received the merchandise, and Keybank did not even alert me they reversed the charges back onto the credit card. XXXX stated she would " put in a request '' to reopen the dispute but there were NO guarantees because she told me the merchant did deliver the merchandise and I had to pay the charges. 
It was appalling that Keybank took this stance, and it was aggravating to say the least. 

I then called a local Keybank branch office in my town on XX/XX/XXXX, because I simply could not trust the dispute department at Keybank. I was being scammed and Keybank did not care. It was ONLY through the local branch that I was helped in this ongoing dispute. I was informed by a teller at a local branch to go to the local post office and get confirmation that the package was NEVER delivered & who the package went to. 
On XX/XX/XXXX I immediately drove to the local USPS post office, in inclement weather. I happen to be a senior citizen. 
The XXXX XXXX USPS post office immediately took the tracking number I provided ( which Keybank had for over XXXX month in their possession ) and did a search on the tracking number, the package. 
I am attaching a letter to confirm the results of the USPS search. The tracking number was : STOLEN. Not only was it stolen, I was scammed by the merchant in a federal felony manner. 
The address on the label was NOT my address and my name was NOT on the package. I was informed by USPS personnel, this a federal crime in which tracking numbers are stolen, in a way to avoid shipping costs also. 
It clearly stated, the letter, that the package was never received by me. 
Had Keybank 's dispute department actually did an INVESTIGATION, they would have noted the tracking number did not have my address or name on the package. This is confirmed by USPS, who within XXXX minutes informed me I had been SCAMMED. 
The local branch teller informed me today, XX/XX/XXXX, that she sent the dispute department the USPS letter on XX/XX/XXXX. I also sent, via email, the USPS letter, which is postmarked XXXX, and signed by XXXX XXXX XXXX, XXXX. 
I never heard back from the dispute department about receiving the letter via email. 
Therefore, I called today, XX/XX/XXXX, the Keybank Dispute Department for the credit card services. I had an informative conversation from a " XXXX '' who told me Keybank has 15 days to RECONSIDER opening the dispute. She informed me there is no guarantee the dispute department of Keybank will reopen the dispute. She mixed up the USPS, saying " UPS confirmed the tracking was in my name. '' I informed her it was USPS. The conversation was also very alarming in that she admitted Keybank 's dispute department had the letter from the USPS I sent via email ( and they did not confirm in an email in XXXX day time ) and that the branch teller also submitted the letter. 
It is more than alarming that this dispute department for Keybank Credit Card services has not appropriately handled this matter, and continues to not handle it in an appropriate manner, or time appropriate manner.

Had an investigation taken place, Keybank would have inquired to the USPS for proof that the tracking label had my name & address. THEY DID NOT. This dispute is now over XXXX ( EIGHT ) WEEKS old, and Keybank tells me today, it had another 15 days to even decide if they want to reopen the dispute. 
This is appalling and Keybank took the word of a SCAMMER, who committed a felony crime over a consumer who has loyally and faithfully paid her credit card without issues since it was opened. 
I can not state the disappointment in Keybank 's service fully because they did NOT do their job for this consumer / customer. 
It was ONLY through the help of a local branch teller, who advised me she would help me, and told me to go to the Post Office and find out where the package was delivered, that I have had any help in the past XXXX weeks. 
Again, there was NO investigation, and according to XXXX, who I spoke with today on the Keyvbank customer service phone number of : XXXX, she would not even acknowledge the truth that I never received the package. 
The USPS Post Office is a federal government entity. IS she actually claiming that the Post Office 's confirmation that I did NOT receive a package after they ( USPS ) looked into the tracking and learned the truth, is not factual? Because, the facts are, that is what she was telling me : " I don't know if the dispute will be reopened, we have 15 days to determine. '' I informed her, my only other option was to file a lawsuit, which I will if the amount & interest are not promptly refunded ; and in doing so, Keybank would be liable for court fees according to the law in a judicial judgement. 
I informed her I would contact CFPB and update the complaint. Because I was unable to update the complaint after calling CFPB ( per your guidelines ) a decision was made to cancel the prior complaint I filed on XX/XX/XXXX, and file a new complaint, which I am now doing. 

On XX/XX/XXXX, a delivery truck company delivered merchandise to my home, because on XX/XX/XXXX, there was a XXXX XXXX XXXX that caused a washing machine to have a " XXXX XXXX XXXX. '' The delivery truck service backed into electrical wires on my property, which the force caused my electrical pole, attached to my house, the electrical meter box to be fully ripped away from the side of my home. It also ripped the pole away from the foundation of my home, exposing electrical wires to the inclement weather of all-day rain. I have been dealing with the delivery truck company, and a state police investigation matter since XX/XX/XXXX. 

This matter with Keybank Credit card services added unnecessary stress to my life; and I will never trust Keybank 's dispute department every again. They lost all trust from this consumer. I reported via emails since XX/XX/XXXX, about issues with this tracking, delivery, and issues with XXXX and the XXXX merchant not communicating with me. Keybank 's dispute department did NOT communicate. It is unethical, and I am reporting this issue to the CFPB so it will be of permanent record, and to have CFPB intervene for justice of this matter once and for all.

Company response to consumer: Closed with monetary relief