Consumer complaint received 2024-03-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: KEYCORP
State: WA

Complaint narrative:
Background information : The financial institution this is referencing is KeyBank in Washington state. 
My employer is XXXX through Washington XXXX, prior to the investigation described below, I received all pay through direct deposit through a joint account held at the above-mentioned financial institution. When the investigation began, I cancelled direct deposit and opted for a paper warrant while things were sorted out. 

My husband and I share 2 joint accounts at the above financial institution. My husband has XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX during an extended hospital stay in XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. While in the hospital, I was the one who deposited his XXXX XXXXXXXX checks given to him from his labor union , the labor union also uses Key Bank . The first check, I deposited it through the bank 's mobile app into the joint account that is primarily mine on XX/XX/XXXX. I did not sign this check, and I put it away in a safe place, but quickly forgot about it as the funds were available the next day, Saturday XX/XX/XXXX. 
At the end of XXXX, my husband was home alone over the weekend, and decided to clean the house to surprise me. He found the check I had put away, without a signature on the back, still attached to the paystub. His assumption was that it had been put up without cashing or depositing and then forgotten about, so he deposited it through the mobile account that was primarily his. When I returned home and he told me what had happened, I quickly told him that it has already been deposited, 2 months ago. This occurred on a Friday evening and the funds were available on Saturday. Without contacting either of us, to ask what happened with this twice deposited check, they froze our 2 joint accounts while leaving my independent account free and clear. As soon as we found out about the restriction, we both drove to the bank and signed the affidavits stating that no malicious fraudulent activity has occurred, it was all an accident. and they were submitted right that moment to the fraud department of key bank. We were made to believe, by employees of this KeyBank branch that doing this would end all restrictions on our 2 joint accounts, by the next business day. My husband was able to withdrawal the above mentioned {$1100.00} and we went about the rest of our day. They permitted me to remove payments I had received that was direct deposited into the account joint account that was primarily mine, on the same day, we first learned of the restriction and investigation. They also told us both that we still would have access to our monies, just instructed us to come in and ask for a withdrawal, anytime there were funds available and they would be able to withdraw the available funds and remit them over to me during business hours. The next day when the restrictions were still in place, I contacted my human resources department to cancel my direct deposit and we contacted the branch. They told us it would be XXXX business days until the restrictions were no longer in place, but that they were just having to finish up the paperwork, the investigation was essentially completed, it just takes time to push the paperwork around. 
We contacted the fraud department and asked them what the time frame was for finishing up the investigation. They responded, anywhere from 30-90 days. We asked if my individual account would be effected and were told no, because it was not me being investigated but my husband and he has nothing to do with my individual account, so I felt it was safe to deposit my paper warrant into my individual account. On XX/XX/XXXX, I received a check from Washington State 's Department of Child Support in the amount of {$170.00}, and deposited it into my individual account through the mobile app. I was then able to do things like go grocery shopping and get gas for my car all with my Key bank debit card, further confirming that my individual account was unaffected by the fraud investigation against my husband. 
I deposited my paycheck via the mobile app on XX/XX/XXXX. At the time of deposit, the bank was clear and free. I had an existing balance of $ XXXX dollars, and the check was my paper warrant from my employer, Washington State in the exact amount all past direct deposits had been in. They stated that they were going to hold my funds for 2 business days, making the funds available on XX/XX/XXXX. When asked why, they said that was how long it would take the funds to clear from the issuing bank. On the XXXX of XXXX, I went to the branch to pull out a cashier 's check in the amount of {$1500.00}, to cover my rent for XXXX. The teller I spoke with told me that my account was frozen and said that she doubts I did not know that already. I mentioned to her that I just, 10 minutes prior, used my debit card at a retail location and there were no issues. She said, " Then maybe that retail location can get you that cashier 's check. '' I then tried to access my online banking portal, to further prove my account was not frozen, and it stated that my online access had been revoked, when moments before walking into the bank I checked my account, and the balance was $ XXXX some change. I told her that the branch manager here had told me that the investigation part had been concluded, we were just waiting on the paperwork to be finished up, why would they need to freeze my account. She told me that it was because they had moved on to investigating me for fraud and it would remain frozen until they were done. I asked her then, since my check had not cleared 100 % I would like to cancel my deposit, she told me that I could not once the process had started and that it can take 7 business days for Key Bank to get proof that the fund from the issuing bank had been released with intent to pay. I asked if the issuing bank sent over proof of payment would that release my monies, she said yes. I asked the branch manager the same question and she said yes. 
I left and as I was driving home, I received a phone call from another teller to tell me that out of my 2 joint accounts that were under investigation for fraud one had a negative balance, due to the returning of the {$1200.00} check that had been deposited twice, while the other had a positive balance. The negative balance was something like- {$570.00} and the positive balance was {$130.00}, and my account I hold on to an individual level had over {$2700.00} in it. She stated to me that if that account that was negative was not brought current by XX/XX/XXXX all accounts would be closed by end of day. I told her that I was nearby and coming in to talk to her right then. I show up and go to her desk and tell her to pull funds from the positive joint account and then take the remaining funds from my individual to deposit in the negative account and make it all good. She told me that she would be unable to do that because my paper warrant had been held for an additional 5 business days, when I asked why they were not available she stated it was because thats how long it takes for funds to be received by the issuing bank. She said that the only thing she could do was transfer {$270.00} from my individual account, as that was what my balance was prior to my depositing of my paper warrant. I asked her, instead, could I please take the available {$270.00} so that I could feed my children and put gas in my car to get my husband to and from his appointments. She then told me no, she could not because I was not allowed any withdrawals until the negative account was brought positive. I mentioned that on XX/XX/XXXX, that same account was negative, and I was allowed to withdraw {$1100.00} from my account, why change the policy now? She told me that that was always the policy, the people who allowed the withdrawals were the ones who made a mistake. The person who allowed me to withdraw were the branch managers. 
This was then that I opened my money management phone app XXXX XXXX and tried to withdrawal money from my account, to deposit it there, it kept denying my attempts, but yet the next day it {$1500.00} was removed from my account and placed in my XXXX  account. She told me that my employee wages would not be available until XX/XX/XXXX and all 3 of my accounts would be closed on XX/XX/XXXX if the one was negative was not brought current, and asked me how I was going to make the remaining negative balance good? I left, disgusted, and confused. This bank has been telling me conflicting information since the onset of this investigation. When we were first told of it, the fraud department told us to both sign affidavits declaring that it was merely a mistake made by a man with a XXXXXXXX XXXX  a fragile mind and had no malicious intent behind this. The check was issued by the bank we were standing in, the check that was still written exactly the same as the day it was originally deposited as. No one created a new document from the old, making it look like something that was issued on that day, no one intentionally tried to defraud anyone. The question goes to Key Bank, why would they see a check that they themselves guaranteed and deposited once, see it a second time and still allowed it to be deposited twice. You would think that they would be more likely to catch it before it was allowed to be made available. Who, in their right mind, would be so ignorant to try and get one by the bank in this scenario. Only an XXXX would think they could successfully defraud anyone by depositing the same check, written by the same bank, twice. 
I contacted the treasury department of Washington state on XX/XX/XXXX and asked them if the funds had left their possession yet? She stated it had and could not stop the process and she was in the process of sending proof of payment to KeyBank. XX/XX/XXXX, I contacted the branch manager and explained to her that my money had cleared, as proved by the State Treasury department, go look and you will see its true, she said that she would look into it and get back to me on XX/XX/XXXX after looking for the document. XX/XX/XXXX at XXXX the branch manager calls me and tells me that my funds have been available since XX/XX/XXXX, and proof was that there were debits and purchases made on my account. She was INCREDIBLY rude. Stated that I had went grocery shopping, moved money to my XXXX, sent money to my husbands XXXX XXXX  etc. I explained how all of those were done before they had frozen my account. She said she would get back to me tomorrow ( This is a word we have heard every day, and tomorrow never comes ) I try to get ahold of someone the remainder of the week, to no avail. Finally Friday at XXXX I call in and speak to the branch manager. She assures me that everything is fine, we can have access to our funds, but FIRST we need to bring the negative account to positive. Im unable to get help on this until Monday, XX/XX/XXXX due to the branch manager being out until then. 
We go into the branch on XX/XX/XXXX and the Branch Manager helps us move money around to make the account positive. She then asks me how much money do I want, when I answered all of it she pauses and says give me a moment, I need to get approval from the fraud department and then she sits on the phone with the person on the other line at the fraud department, she suddenly switches to talking via the XXXX  app on her computer, I think because she doesnt want me to overhear their conversation. Suddenly, she needs special approval from a higher-level individual who just so happens to not be anywhere around. She tells us to go home, and she will call us first thing in the morning to tell us when a good time to get my money is. I am very busy, my job is very demanding, I explain this to her, that it would have to be on my lunchbreak. She assures me everything would be fine. My lunchbreak comes and goes without hearing from her. I dont have time to stop during my day until XXXX. I call and the branch manager answers, she tells me that she just so happens to have gotten off the phone with the right person and they need me to wait until ( You guessed it ) TOMORROW when things have finally had a chance to post. I told her I thought it already posted and she said that it needs to Hard post. At this point it has been 7 business day they have held a warrant from Washington state treasury. 5 business days after they received notice from the treasury that the funds have been paid. I have spoken to someone at the fraud department, and we are ow being told that they are in the process of closing all 3 accounts and reissuing us 3 new accounts. I have no idea what to believe anymore. I do know that I have been fed a lot of lies, and for some reason they do not want me to empty my bank account, I have told them that this money is for our rent and we are on the verge of eviction due to my husband not being able to work because of his frail condition with XXXX  XXXX XXXX and every last dollar is needed to get by. Their actions are directly leading to my husbands XXXX XXXX. There have been no consistent or straight answers being given. Why, if my account is frozen, would I be allowed to withdraw {$1500.00} onto my XXXX  card, after the app told me my attempts to move money were denied? If the funds are still being held, why was I able to transfer {$300.00} from my account to my husbands account? If my funds are being held, why is the deposit still reflected on my balance? Finally, why in the world would they feel a check issued by Washington state treasury not be valid even after contacting the treasury department to prove it was paid that they are holding it? 

Finally, on XX/XX/XXXX when I was first told my account was frozen, the teller promised me my funds would be safe sitting there and all of it would be in my account once holds and freezes were lifted, but that isnt even true, is it? {$2700.00} Quickly changed to {$2400.00} changed to {$900.00} and now it is {$700.00}. Will I ever see the remainder of my wages?

Company response to consumer: Closed with explanation