Consumer complaint received 2026-04-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: KEYCORP
State: WA

Complaint narrative:
Subject : Formal Complaint Refusal to Close Safe Deposit Box and Checking Account / Improper Fees I am filing a formal complaint regarding my recent experience with my bank related to my safe deposit box and checking account. On XX/XX/XXXX, I visited the branch to address an issue that has persisted for XXXX consecutive years : the automatic payment for my safe deposit box fee has failed to process despite being set up approximately XXXX years ago and functioning correctly for the first XXXX years. During my visit, bank staff confirmed that a payment was pending on my account. However, after contacting their back office, I was told the payment would not go through and that I needed to make an immediate payment. I declined to do so because : A payment was already pending, and The bank has a history of mishandling this exact issue, requiring repeated corrections over multiple years. I was then informed that I would incur a late fee if I did not make a payment by the following day, despite having automatic payment arrangements in place and a pending transaction visible in my account. Due to this ongoing issue and lack of resolution, I decided to close both my safe deposit box and my checking account that same day. I removed all contents from the safe deposit box and requested closure. However, the bank refused to close the safe deposit box, stating I would need to return the following day. I explicitly informed them that I was scheduled for XXXX on XX/XX/XXXX and would not be able to return. Despite this, they refused to complete the closure, effectively forcing the account to remain open past the billing date. I am concerned this was done to trigger an additional annual fee and a late fee. Additionally, the bank refused to close my checking account, citing the pending safe deposit box paymenteven though I had already requested cancellation of the service. When I contacted customer service by phone, I was again told the account could not be closed immediately and that I would be contacted in a few days. It is my understanding that both safe deposit box closures and checking account closures are routine processes that can typically be completed immediately. The refusal to do so, especially under these circumstances, appears unreasonable and potentially predatory. To protect myself, I documented my attempt to close these accounts, including the banks refusal to accept the keys and process the closure. I will also have the keys returned with documentation. I am requesting the following : XXXX closure of my safe deposit box and checking account ( effective XX/XX/XXXX ) Written confirmation that no additional annual fees or late fees will be charged Reversal of any fees assessed due to the banks refusal to process the closure A formal explanation as to why this issue has persisted for XXXX years despite repeated attempts to resolve it This situation has caused significant stress and required repeated time-consuming visits, and it is unacceptableespecially given the urgency of my medical situation. If this matter is not resolved promptly, I am prepared to escalate this complaint to the appropriate regulatory authorities. Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief