Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: KEYCORP
State: OR

Complaint narrative:
I receive at least 4 solicitations per year from Key Bank to open a new checking account. Each of these solicitations, sent by USPS to my home, tease cash bonuses for opening an account with them. I finally decided to take them up on their recent offer ( receive {$800.00} for opening a checking account and funding it with {$10000.00} within 60 days of opening ). On XX/XX/XXXX I opened the account online using the URL and special " offer code '' and " reservation number '' provided in the solicitation ( see attached ). I chose an initial funding of {$500.00} ( the maximum they would allow ) by linking my checking account at another institution. That {$500.00} was withdrawn immediately, and Key Bank confirmed the successful transfer on the following day, XX/XX/XXXX via email. I attempted to log into Key Bank to confirm the money was in the account, but in order to log in, I must have to set up a username. And in order to create a username, I must provide my account number or debit card number -- neither of which have EVER been provided to me -- not during the online application, nor via email or postal mail. So, I am unable to access the account at all. I attempted to contact Key Bank by email using a link they provided in their email to me of XX/XX/XXXX ( a simple advertising email, with no specific information about my new account, except to invite me to set up direct deposit ). That email bounced as undeliverable ( see attached ). On XX/XX/XXXX, I received another generic advertising email ( Note : they are sending these marketing emails to the email address I used to set up the account. ). On XX/XX/XXXX, after again trying unsuccessfully to access my account online, I called Key Bank customer service to speak to a person about the issue ( see attached ). In a 10 minute call, they made no effort to resolve the issue, but insisted I wait " 10-12 days from opening the account '' to receive my 'welcome packet. ' I have waited, and waited, and waited. It has been _21_ days since I opened the account ; 21 days since they latched onto the {$500.00} initial deposit ; 21 days that I have not received any 'welcome packet ' from them, nor any other information that will allow me to access my new account ( in a bit of irony, their marketing department sent me ANOTHER solicitation to open an account, received in my mailbox, at my home, just today -- they can send marketing emails and marketing postal mail, but can't send me the information I need to access my account ). Of considerable concern at this point, aside from the obvious lack of customer support on the most back issue of opening and accessing my account, is that, for the bonus offer they solicited to me -- to which I accepted -- I am supposed to fund the account within a narrow timeframe -- a timeframe that they have closed due to their lack of engagement. I can picture Key Bank trying to back out of their obligation on this USPS-solicited offer by claiming I didn't meet their funding deadline ... a deadline I CAN NOT meet because they have failed to provide me access to my own account ; to my own money. Please refer to all attached materials -- the orignal solicitation delivered by USPS to my home, ALL emails received from them ( funding confirmation and 2x marketing emails ), a screenshot from the sending bank showing funds being sent to Key Bank, contact confirmation of my attempts to resolve via email and phone.

Company response to consumer: Closed with monetary relief