Consumer complaint received 2025-10-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: KEYCORP
State: NY

Complaint narrative:
In a week of XX/XX/year>, I found my XXXX connected to Keybank was disabled. I called Keybank. Keybank said, " you requested money through XXXX? ( laughs ) How many times you requested? ( ridiculed tone ) '' He said he would report to make XXXX abled again. I was told in 2 days, there would be an email about XXXX, and in 2 weeks, he ( the same call recipient ) would call me back. He also asked me questions to make a timed schedule on XX/XX/XXXX ( at that point, in 2 weeks ). Normally in my home country, no bank worker calls the individual customer, based on their internal company policy. I waited for a week, I had no email. XXXX was not abled. Somebody from Keybank called me on XX/XX/XXXX. When I picked up the call, it was immediately ended. My phone detected it spam. I did not call back. Sometime between XX/XX/year> to XX/XX/year>, I recall I attempted to login Keybank app once or twice. Each time, through phone device, and website computer, I found there was one message that said, " we are under technical construction. '' A few days later, I was unable to login even if the password was correct. I did not call Keybank because I rarely use the Keybank account. I wired my money to repay the loan- the loan is due every month. It was from XXXX XXXX XXXXXXXX ( XXXX ) to Keybank, on the last day of every month. The amount is about {$210.00}. It was wired from XXXX on XX/XX/year>. On XX/XX/XXXX, I used ATM machine of Keybank, and found the balance of my Keybank account was printed to XXXX. I called Keybank. I asked if the amount from XXXX was able to be observed by the bank teller. The teller ridiculed me as if he was playing game beating his enemy in the XXXX animation. He said, " I don't see any money coming from XXXX. '' I called again because I was unable to believe his statement. The second teller said, " I see the amount from XXXX. '' " I want to connect you to Fraud Team of our bank ; '' when I asked why I could not login to online banking. I asked, you are talking about problem in online banking, or banking in general? He said, banking in general. XX/XX/year>, I visited Keybank branch at about XXXX XXXX, at XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX. The worker said, someone reported me to FDIC, and whether I was a fraudster. She called some number on her desk. Somebody on her call asked me a few questions e.g., " Have you told your passwords, account information to someone else? '' " Have you entered the third party website that directed to wire money through Keybank account? '' Throughout about 30 minutes, the teller switched back and forth from speaker phone to non-speaker phone. She said on the phone, I am switching from speaker phone to non-speaker phone because a few minutes ago there was no customer, but now we have some customer. I barely found my money of {$210.00} that wired from XXXX on XX/XX/year>. The Keybank worker refused to close my accounts because she was told from the phone they were investigating. It is retaliatory action ( fraud allegation on the late XXXX ) after retaliatory action ( disabled XXXX on the early of XXXX ) agains one customer that they targeted ; witchhunt. It is a witchhunt because I heard no person was observed whether the customer requests money to XXXX on XX/XX/XXXX, XXXX to have fun. The Keybank worker said they can not give any proof. She asked me whether I live in XXXX XXXX that was on my ID. I said, I could not do anything to change my address on the Keybank online ; and handed my address in XXXXXXXX XXXX, from my bill. She typed, and said, the mail will go to your address from the USPS. Surprisingly, on the same day that I visited Keybank branch on XX/XX/year>, I received XXXX envelopes from Keybank in my mailbox with no USPS postage. The postage is the marks that USPS stamp on the untracked mails that indicate, e.g., XXXX, OH, XXXX, etc. ; that tracks delivery path. I attach all supporting documents explained from 1 to 10

Company response to consumer: Closed with monetary relief