Consumer complaint received 2025-10-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: KEYCORP
State: OH

Complaint narrative:
XXXX XXXX XXXX\nI made three separate reservations with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX) for the XXXX XXXX XXXX  weekend for myself, a handful of friends, but mostly strangers, and general acquaintances/friends-of-friends looking to attend the festival. Each reservation explicitly showed Free cancellation up to one day before check-in. Combined, the three bookings accounted for 16 rooms: 15 Double Queen rooms (7 of them Suites) and 1 King Suite. These original bookings were made with a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnI called the hotel to assign some guests to rooms because the Choice Hotels online account would not allow room-assignment name changes due to technical restrictions. During this call I spoke with a hotel manager; they successfully assigned three of the reservations to different people with each of their payment methods during a three-way call with the individuals taking those rooms. I informed the hotel I would call back the next day with the remaining guest assignments per room once I finalized who was rooming with whom.\n\nMonday, XXXX XXXX XXXX XXXX XXXX XXXX) called me and said he was attempting to charge my SoFi card in full for all three reservations for all rooms (ten days prior to check-in) to confirm guests were coming. I reminded him all three reservations had free cancellation up to one day before check-in, and attempting to charge so far in advance without consent violated those terms. He said if payment could not be obtained, he would cancel the rooms and resell them at XXXX  per night due to the festival. I said our group intended to honor the bookings and that pre-charge demands and pricing threats were unethical and in bad faith.\n\nSunday, XXXX XXXX XXXXnI called again to finish assigning the remaining guests. The hotel owner was working that day and claimed he could not see any previously entered names or room changes, said he was too busy checking in other guests, and hung up on me multiple times. I contacted Choice Hotels corporate. They initiated a three-way call among me, the hotel owner, and a Choice corporate representative. The Choice rep witnessed the owners repeated rudeness, refusal to assist, and lack of professionalism, even after being told roughly XXXX  in room bookings were at stake, and requested the employees ID and property ID to report the behavior.\n\nThat call became a four-way call when attempting to assign one of the guests to the room with their payment method over the phone while the corporate rep was on the line to make sure assignments and payment were taken properly. Due to the owners lack of knowledge of how to use their management system, my entire reservation was overwritten with the guests name, email, and payment method for all rooms. I soon verified in my Choice account that the guests information replaced mine. The Choice rep explained that because the hotel had recently changed ownership and was independently franchised, corporate could not make system-level changes during the transition; all reservation changes and billing were controlled on-site by the hotel.\n\nThe owner said each room has an individual confirmation number he can use to modify room assignments and apply the correct payer, but he wasnt sure how. I asked whether guests could check in using individual confirmation numbers since he didnt know how to assign names and payments correctly. He said it would be too time-consuming to retrieve all individual room confirmations. After sustained pressure from the Choice rep, he agreed to email confirmation numbers, but used a personal Gmail account and sent a screenshot rather than an official Choice/Quality Inn email. When the corporate rep asked why he wasnt using an official work email, the owner said he didnt have one. The screenshot contained back-end room codes, building numbers, and other system-level identifiers. The owner then hung up again, stating he was too busy to help. I spent the rest of the day with a Choice rep repeating the process of calling and getting hung up on to try to get people assigned correctly. Eventually the owner said he figured it out and could assign rooms by the individual room confirmation number and take/apply the correct payment methodbut we suspected he wasnt actually entering changes and was placating us. After supposedly finalizing the last guest paying for the last room reservation, I gave the owner my KeyBank credit card ONLY to pay for my single King Suite. After this call, I distributed the individual room confirmation numbers I was provided to each guest for check-in to get room keys for their assigned rooms.\n\nThursday, July 17, 2025 (check-in from 3:00 PM)\nGuests began arriving and presented individual confirmation numbers. Each time a guest checked in, my KeyBank credit card was charged in full for that room, including taxes and fees, even though I did not authorize those charges for other guests rooms. This continued until my KeyBank card was locked by KeyBank for suspected fraudulent activity. Guests called/texted me saying they could not check in with their own payment method because the system was charging my card instead of taking theirs.\n\nThe hotel also demanded each paying guest present their own card and charged an additional XXXX security deposit per room (there was a sign on the front desk mandating a XXXX  deposit for check-in). I immediately called the hotel to ask why my card was being charged for every guest checking in when:\n\n1) my card should have been assigned to my room only,\n2) I wasnt even there yet\n3) guests were providing their own cards as payment during check-in.\n\nThe owner said the charges were holds that would be released after checkout (this was false; they were full, cleared charges) from the original card on file. I advised him the KeyBank card was not the original card on fileit was my personal credit card and was only recently provided to be the payment method for my room only. The owner claimed ignorance and said he was unsure how my card was showing for other reservations, then reassured me it was merely being run as a hold, would be released in 310 business days depending on my bank, but that I would need to unlock the card to allow the remainder of my guests to check in, since the system runs the card on file for check-in but doesnt actually charge it.\n\nI called KeyBank about the fraud alert/lock, asked them to unlock the card, and had the fraud flag removed to allow others to continue checking in, based on the hotels representation that these were holds. After unlocking, I called a guest who couldnt check in and asked them to ask the owner what card number they had on file for that reservation. He gave them the last four of a card that was not mine. I strongly suspected my reservation was overwritten again and/or payment info was being misapplied across rooms as people checked in.\n\nAs guests continued to check in, I began receiving reports about the rooms: unclean rooms, no towels, non-functional air conditioning, missing smoke detectors, and at least two suites downgraded to regular queen rooms without disclosure. When asked, the owner said they were overbooked and did not have suites available, refused refunds or rate adjustments, and offered only to refund and evict guests. Several guests observed a pattern: male guests were charged the XXXX deposit, while female guests paying for rooms were notundisclosed and discriminatory. I was the last to arrive and deliberately used a different card (NOT my KeyBank card) to pay for my King Suite. Despite this, my KeyBank card had already been charged multiple times for rooms I did not authorize, which the owner had represented as holds.\n\nThis dispute is about unauthorized charges and improper billing by the merchantnot cancellations or voluntary prepayment.\n\nXXXX XXXX XXXX  Dispute Opened with KeyBank\nI called and opened the dispute with KeyBank. From the outset I explained:\n The original bookings were not made on my KeyBank card.\n My KeyBank card was only provided later to pay for my King Suite.\n The hotel then ran my KeyBank card for multiple rooms as guests checked in, without authorization, while also taking guests cards for deposits/room fees.\nI followed the call the same day with a detailed email describing events before and during check-in and the state of the rooms.\n\XXXX XXXX XXXX XXXX  Email from Credit_Card_XXXX requested proof of paid by other means, stating they cannot continue without documents showing alternate payment matching the merchant XXXX XXXX  and showing the same amount plus the last four digits of the alternate cardXXXX XXXX XXXX XXXX  My Reply\nI sent screenshots (logged into my other credit card) and a PDF statement, directly addressing the XXXX XXXX  request, providing the last 4 of my card number from that different credit card\n\nXXXX XXXX XXXX XXXX  Email from Credit Card Disputes\nI received another email that appeared possibly intended for a different case, asking:\n Did employees stay and were services rendered?\n Were employees also charged on their own cards (and to provide XXXX  and bank statements for each)?\n Did I request cancellation of all charges except my personal booking?\n If cancellations were within the allowed window, provide credit memos/acknowledgments.\n If I requested charge cancellations, provide the date.\n\nXXXX XXXX XXXX XXXX   My Reply \nI inquired that the questions may have been sent to me by mistake, and I clarified there were no employees; this was a private group attending XXXX XXXX. I authorized only my King Suite originally; after the hotel misused my card for other rooms, I paid my room with a different card. The property charged XXXX XXXX XXXX XXXX  rooms to my KeyBank card (XXXX XXXX) without authorization. At check-in, the property required each arriving guest to present a card to pay for the room and to pay a XXXX security deposit, while also billing my card. When KeyBank temporarily locked my card for suspected fraud, I called the hotel; the owner claimed the charges were holds, which was untrue (they were posted charges). I provided hotel receipts showing last-4s for some individuals with check-in timestamps. I pointed out the merchant holds the folios and signed authorizations for the other 9 individuals and that I cannot legally obtain other peoples bank statements. I reminded KeyBank I had already provided the hotel receipt and bank statement showing my King Suite was paid with a different card after the owner misused my KeyBank card. I also noted the front-desk signature capture should exist for each arriving guest as authorization/payment and that the merchant should have these on file. I attached XXXX XXXX XXXX account receipts showing which individuals had data applied to which rooms (arrival/check-in times, guest names, and card last-4s where visible).\n\nMonday, XXXX XXXX XXXX\nI received a letter by mail from KeyBank stating the dispute was closed due to lack of information (coincidentally the same day I had replied that their XXXX XXXX  questions might have been sent to me in error). I called my representing bank and spoke with a bank manager, explained the situation, and while on the phone they pulled up the dispute, couldnt understand why it wasnt resolved, and submitted to re-open the dispute. They scheduled an appointment for me to come in to provide any/all details.\n\nFriday, XXXX XXXX XXXX   In-Person at KeyBank Branch\nI met a Financial Wellness Consultant (branch) in person. He pulled up the dispute and was confused how miscommunication occurred given my submissions. He noted the internal case notes were short/brief and did not relate the details I had provided. We discussed that KeyBank employs third-party overseas support for initial customer service/disputes and that such agents sometimes cannot properly translate or handle complex issues like this. He called KeyBank corporate in the U.S. in an attempt to get the case assigned within the States for proper review. I re-submitted the same full evidence set directly to the dispute email line and to the consultant so he could re-submit with added notes to ensure a proper re-open/review. He provided his direct line for follow-up.\n\nXXXX XXXX XXXX XXXXnI received another letter from KeyBank that the case was closed again for lack of information. I called the Financial Wellness Consultant the same day, advised of the second denial, and he said he would speak with a bank manager to get involved and escalate.\n\nXXXX XXXX XXXX XXXX  Branch Email Chain\nI received an email from the Financial Wellness Consultant stating he spoke with back-office: the original dispute was filed as money was paid / double charge, which is why it was denied. He and colleagues concluded this would not be something that could be disputed through KeyBank for the transactions. They advised the best way would be either \nA) have each individual pay me back, or \nB) have the hotel reimburse me and charge the cards on file. \nThey said from Mastercards perspective there was no wrongdoing on their end, and thats why it was denied multiple times. They suggested I reach out to the hotel or to people not charged to get funds returned.\n\nI asked what exactly theyre claiming, given there was obviously wrongdoing in using my card to charge all these rooms. I reiterated:\n The original bookings were not made with my KeyBank card.\n The hotel obtained my KeyBank card later when I provided payment for my room only.\n They proceeded to run my card for other rooms as people checked in while I wasnt there, without authorization.\n When I called after the fraud lock, I was told they were holds, which was false.\n I have clear evidence the owner did not know how to navigate the system for payments/assignments.\n\nI was advised this is a dispute to be handled with the hotel company, as KeyBank nor XXXX can rearrange payments/refunds, due to the length of improper information communication/handling by customer service and the initial dispute investigator.\n\n\nIn Summary\n\nThe hotel:\n Overwrote my reservation with another guests details; used a personal Gmail to send internal back-end codes instead of proper confirmations.\n Misused my KeyBank card to run multiple rooms at check-in even though I assigned it to my room only.\n Billed guests unequally for XXXX  deposits (men charged; women not) and only charged rooms for XXXX XXXX XXXX XXXX XXXX paying, while charging my card.\n Misrepresented posted charges as holds.\n Downgraded suites without notice/compensation.\n Room quality/safety issues: missing smoke detectors, lack of towels, AC problems, and cleanliness issues.\n\nKeyBank:\n Opened the dispute XXXX XXXX XXXX and I supplied all evidence requested (statements, receipts, last-4s where available, Choice account records).\n Twice closed for lack of information, despite comprehensive documentation.\n Branch review (XXXX XXXX found internal notes did not reflect my submissions; overseas dispute processing likely mishandled/misinterpreted the case; dispute was re-opened.\n XXXX XXXX: closed again for lack of information; branch emails state KeyBank/Mastercard cannot rearrange payments and suggested I chase guests or the hotel for repayment.\n I have repeatedly clarified this is unauthorized/duplicate billing and misapplication of my card, not a cancellation or voluntary prepayment, and that hotel folios/authorizations should be obtained from the merchant to confirm which cards were actually charged.'

Company response to consumer: Closed with explanation