Consumer complaint received 2021-05-31 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: KEYCORP
State: MN

Complaint narrative:
Consumer Financial Protection Bureau XX/XX/2021 In a misguided wire transfer from XXXX, I have lost {$500.00} to Key Bank in XXXX XXXX Oregon and they are refusing to help me to retrieve my money. 

How this happened, from the beginning : When making a money transfer in XXXX, the only information that comes up for account choices is the last 4 digits of accounts in your wallet to choose from. No other information is available on that page. I thought I was selecting my account, but instead I selected this obsolete Key Bank account which despite numerous attempts over the last 15 years to remove it from my wallet in XXXX, it would not remove. The {$500.00} transfer was initiated by me, by mistake on XX/XX/2021. 

XXXX claimed the transfer was complete on XX/XX/2021. I never received the funds in my account and began the search for the missing {$500.00} by messaging and calling XXXX. 

I have called XXXX and Key Bank over 16 times each in the past month as well as numerous emails to XXXX regarding this issue to no avail. Key Bank has told me 2x in previous calls that they were escalating this case to a higher department and I'd receive an email within 3 calendar days. None ever arrived. XXXX tells me to call Key. Key tells me to call XXXX. Over 50 hours of my time to date and I'm still working on this. Every time I call Key Bank, I literally have to start from scratch explaining the entire event. The same for XXXX up until XX/XX/XXXX at which time my case started becoming aware to the random person answering the calls each time. 

I didn't have the entire bank account number for that account due to the fact that that account has been closed for over 15 years. The only information I had to work with was the last four digits of the account and recollection that it originated from the XXXX XXXX, Oregon Key Bank branch in my name only. XXXX initially claimed that they were unable to see the entire number for security reasons. After that they continued to tell me that they don't keep the entire number on file, so for security reasons, they don't have it. 

Not having the entire bank account number cost me 3 weeks of 15 ( failed ) prior calls with Key Bank, attempting to locate my funds with a partial account number. I have talked to Key bank 's customer service line multiple times. I've talked to the XXXX XXXX, Oregon Key Bank branch multiple times and manager XXXX XXXX. I've talked to Key Bank 's ACH department with the tracer number info from my transaction. I've talked to Key Bank 's Archived Files department. Every time being told that they don't have the funds and to call XXXX. 

On XX/XX/XXXX, XXXX gave me a tracer Number for the transaction. # XXXX. It didn't help. 

Realizing that none of the steps I was taking was solving this issue and the only way to try to get it resolved would be to have XXXX and Key Bank communicate between themselves, which they were hesitant to do, on XX/XX/2021, I finally got XXXX to agree to a 3 way call ( between myself, XXXX and Key Bank XXXX which occurred on XX/XX/XXXX. 

On XX/XX/XXXX during the ( three hour long ) 3 party call between myself, XXXX and Key Bank, XXXX acknowledged that they had my entire bank account number the whole time and therefore lied to me every time I asked for it. Half way through the 3 party call, the number mysteriously became available by XXXX. 
XXXX Bank Acct # XXXX XXXX XXXX. 

Once the Bank account number was disclosed by XXXX to Key Bank during the 3 way call, this is the information that I received : *Key reassigned my bank account number to a new customer in OR and that unnamed person received my {$500.00}. 

*Key is refusing to reverse this transaction, nor investigate it and dispute it themselves with the unnamed person who is using my old account number. 

XXXXWhen XXXX was asked by Key bank, is there any other XXXX user with that account number besides me, XXXX searched their data base and said no. 

XXXX 's call dropped before Key Bank came back on the line with their final determination as follows : *Since I am no longer a Key Bank customer, nor live in the state of Oregon XXXX I personally am unable to dispute the transfer and deposit of funds into this unnamed persons account. 
XXXX @ Keybank says : XXXX needs to send a letter of indemnity to your financial institution XXXX XXXX XXXX XXXX to recover the funds. 
This letter can be faxed to XXXX or emailed to : XXXX Directly after ending the call with Key Bank, I attempted calling XXXX again to try to reconnect with Supervisor XXXX, XXXX the XXXX representative on the XXXXrd party call with me ). No one was able to find anyone with that name and instead eventually asked if I'd like to talk to another supervisor. I agreed and held on for another hour before hanging up with an unsuccessful call. Meanwhile, I sent XXXX an internal email with Key Banks final determination and asked to be kept up to speed on their progress with this new information. 

*The next day I received a response from XXXX : XX/XX/2021 XXXX XXXX my case # XXXX, saying : case denied due to the fact that the transaction was not unauthorized. ( I was never given a case number, only a ticket number. 
XX/XX/2021 XXXX has closed my ticket # XXXX, saying it was completed. 

XX/XX/2021 I called again and had XXXX create a new ticket # XXXX along with referencing the old # within it. I was told I would receive a response with 3-5 days. No response from them has been received to date regarding this new information presented ( re ; the requested letter of indemnity ).

*Key Bank has never opened a case for me, nor provided any sort of ticket number regarding any further investigation, even after being notified numerous times by myself, and now XXXX XXXX this misguided transaction. 

**The unnamed person who received the funds has not notified the bank, nor returned them. This is stealing. If they spend the money, this is fraud. *Key bank refuses to investigate this too. 

*The meaning of this letter of indemnity from Paypal XXXX requested by Key Bank XXXX is unclear to me. Is it saying that Key Bank wants XXXX 's financial Institution to cover the funds via their loss insurance? The wording was very tricky as it was given by the Key Bank representative. I transcribed it word for word from the call. 

*To put this into perspective, I am a XXXX single woman living on a XXXX income and this loss of {$500.00} reflects 60 % of my total monthly income. This has caused me a serious hardship and your prompt assistance in retrieving my money is vital. 

Thank you in advance for your assistance in this dreadful matter, XXXX XXXX XXXX XXXX XXXX # XXXX Granite Falls, MN XXXX XXXX *Attached is a semi-complete running log of communications sent and received with XXXX XXXX

Company response to consumer: Closed with explanation