Consumer complaint received 2021-02-13 00:00:00
Product: Credit card or prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: KEYCORP
State: NY

Complaint narrative:
XX/XX/2021 someone changed the PIN to my Key Bank card and proceeded to take {$500.00} from my account from XXXX amounting to {$2000.00}. I didnt check the balance on my account until XX/XX/XXXX. When I attempted to log into my mobile banking account I kept getting a prompts stating one or more field objects are incorrect, if you continue to have problems call number on back of card I call the number and the automated service tells me My balance is {$45.00} which was incorrect because I had over {$2000.00} in there. I immediately panic and ask to speak to a representative. The first representative I spoke with was very helpful. She looked through the account and informed me that the PIN was changed on XX/XX/XXXX and then {$500.00} was taken out over the next few days. She misinformed me that it was an ATM withdrawal which I explained was impossible because I was in possession of the card. She explained that they can make dummy cards. She proceeds to try and file my claim for fraudulent charges and she tells me she can not put it through because its saying that my identity can not be verified. She tells me to call back 24 hours later. Later on that night around XXXX XXXX my husband finds another number to call. I call and I speak to another woman who tells me the same thing about the PIN and the charges and then informs me that it isnt an ATM withdrawal but an ACH transfer. I ask her if they can see what account it was deposited into and she informs me that she can not see it but that these theft rings are usually high tech and use a ghost account. She proceeds to try and push through my claim and again the system can not verify my identity. She tells me to call back in the morning. After a grueling 2 hour wait time, I speak to another representative I explain to her the whole story again because neither customer service representative took notes like they promised they would. Again she tries to put in my claim but the system can not verify my identity. She tries multiple times but it can not be identified. She tells me I need to email specific documents to verify my identity and to call back in 3 business days to see if they were able to verify my identity. I sent over my government issued ID along with proof of address as well as a letter from the FTC after filing with them. I also notified the credit agencies because I had a sneaking suspicion that this was a case of identity theft. I also contacted my local police department which were of no help to me. After 3 days I call back the bank and they inform me that my identity was now verified and that they would send me a letter in the mail either approving or denying me. I explain to the customer service representative that there is no way they could deny me because the charges are fraudulent and it is my unemployment money that I rely on to live. She proceeds to tell me that there are so many incidents of this unemployment fraud during covid. I was also informed that there was a possible data breach through XXXX  which I use to do my banking. She also informed me that if I didnt hear back by XX/XX/21 to call them. I just received a letter in the mail from the bank which states that they supposedly conducted a thorough investigation and have concluded the investigation. They state that they determined that no error occurred and that they specifically denied the claim because, I, the cardholder authorized the transaction. I did not authorize this transaction. I wasnt even aware that my PIN was changed because I was never notified by the bank. If they actually conducted a thorough investigation they would see that I did not authorize this claim. Whomever is responsible for this changed my PIN and made it difficult for the actual bank to verify my identity which was the first inclination of foul play. The bank didnt even offer me the option of an appeal. I can not believe for the life of me that I was a victim of not only monetary theft but identity theft as well. I am beside myself that I am out of {$2000.00} that belonged to me. This is my unemployment money. I believe that there was no thorough investigation handled. This is unfair to me and my family. I feel so violated and sick over this. Key bank has handled this in a very unprofessional manner. This bank should be more secure considering this is the preferred bank for unemployment benefits. I am hoping that you can help me recoup my money. This is not some trivial amount of money. This is {$2000.00} and grand larceny.

Company response to consumer: Closed with explanation