Consumer complaint received 2023-07-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: KEYCORP
State: NJ

Complaint narrative:
On Tuesday, XX/XX/2023 at XXXX I received a text message from XXXX  XXXX XXXX asking if I initiated a cash advanced transaction with Keybank for {$500.00} of which I immediately replied no. XXXX  XXXX XXXX then responded with a text stating that my account was restricted and instructed me to file a claim. I quickly logged into my account and was met with another message asking about the same {$500.00} Keybank transaction in which I clicked on decline. As I reviewed my checking account, I noticed that there had been three ( 3 ) {$500.00} cash advanced Keybank transactions of which I also did not authorize. The text message alerted me of a fourth attempt to withdraw another {$500.00} from my checking account. At this point, my checking account had been overdrawn and the transaction was taking the money from my savings account. I immediately called XXXX  XXXX XXXX to notify them of the four ( 4 ) unauthorized {$500.00} Keybank transactions of which they were able to stop the last one since I declined it. I clarified to the XXXX agent that I had my debit card in hand and was in no way at any of the Keybank locations nor did know of this banking institution. I also explained that I habitually and regularly review my banking account information every morning as I start my day to make sure that my finances are in order as I had done earlier that morning in which my money was still in my account. The XXXX agent had no sense of urgency and was making claims that I had already filed a claim for these transactions the night before of which was not true since the issue just took place a few minutes prior to my call. In a juvenile and nonchalant nature, he continued to argue with me and insist otherwise as he was only reading what he saw on his screen of which I then requested to speak to a supervisor. That supervisor was not privy to my transaction issue as the previous agent did not update her on the matter. As I had to once again explain what transpired and clarify that I had not yet filed a claim. She then confirmed that the previous agent was incorrect and a claim had not been opened and stated that she could proceed with opening a claim. I followed up with asking her why the bank could not put a hold on the first {$500.00} transactions as I have lost {$1500.00} of which I needed to pay rent due that week and urgently needed my money back. In a rude and unprofessional manner, she interrupted me to say that she had no control over what was taking place and she could not do anything over the fact that I have lost that amount of money. She then proceeded to transfer me to the fraud department without confirming that she had filed a claim on my behalf nor did she read me any disclaimer confirming the opened claim. Therefore, I did not know that a claim was opened when I finally spoke with the fraud department. To note, this subpar and inconsistent misinformation by XXXX  agents were consistent throughout the coming days in which I followed up with XXXX  regarding this matter. 

Most recently, on Tuesday, XX/XX/XXXX, I received an email alert from XXXX stating that a {$1000.00} credit was provided to my checking account. I called their account services and they stated that it was due to a claim that I had opened on that day of which I did not do. I told the agent that this was an error and untrue as I have not called XXXX  regarding any claims since early XXXX. I was then transferred to the Debit Card Claims Department of where the agent there, after hearing my explanation, clarified that from the previous claim of {$1500.00}, {$500.00} of it was found to be an error and credited back tome permanently but that the remaining two ( 2 ) {$500.00} were not and the claim was closed either by accident or as an error. As such, instead of the XXXX  personnel continuing the investigation of the remaining {$1000.00}, they closed that existing claim and opened a new one for the just those {$1000.00}. None of that made sense to her entirely but she assured me that it is still being further investigated and she would also file [ yet ] another complaint about XXXX mismanagement. On Friday, XX/XX/XXXX, I received a robust letter from XXXX Resolution Specialist, stating that in fact {$500.00} of the {$1500.00} claim were found to be an error but that the last {$1000.00} were legitimate and that I was responsible for them. He then falsely alleged that I called XXXX on XXXX to dispute this conclusion and had a claimed opened of which is not true. Yes, I called XXXX  on XX/XX/XXXX as I stated above but I called to inquire on why I had been credited {$1000.00} into my checking account not knowing anything about a new claim and therefore, I could not have possibly called to dispute of a resolution and open a claim that I did not have any knowledge of. This is just another example that further demonstrates the high inadequacy of XXXX personnel. This robust letter by the Resolution Special provided no information to substantiate why a portion of those {$1500.00} were to be an error while the other were legitimate. How is that possible when all three of those {$500.00} unauthorized transactions took place seconds to minutes within each other and all from the same Keybank branch of XXXX? Additionally, the Consumer Financial Protection Bureau states that if money was taken from my account as a transaction using a debit card or electron fund transfer, that I may have protections under federal seeing as how I acted immediately to report the fraud. XXXX  XXXX XXXX has not specified Keybanks actions or response regarding this matter but I am holding them liable as well as the fraud was committed through their banking institution branch and they do not seem to have any interest or urgency to diligently seek the truth as to how this happened. 

I am filing this complaint against Keybank as a means of holding them accountable, in addition to BoA, as they have significantly failed to investigate and track my stolen funds which ought to be rightfully returned into my account. In XXXX  XXXX XXXX determining that the remaining two ( 2 ) {$500.00} transactions, totaling to {$1000.00}, implies that that Keybank is either not conducting a thorough investigation for these unauthorized and fraudulent transactions, or they are falsifying information to XXXX  to substantiate these transactions as legitimate in order toto absolve themselves from being liable in paying back the {$1000.00} that were stolen from me. Again, none of these transactions were initiate or authorized by me. Furthermore, I have tried several times to contact Keybank through customer service phone number, however, I am not able to get through without entering an account number of which I do not have. Should it be necessary, I am more than willing to sign an affidavit stating that the aforementioned transactions are fraudulent.

Company response to consumer: Closed with explanation