Consumer complaint received 2023-12-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: KEYCORP
State: CO

Complaint narrative:
This account was an overdraft protection account for years, what i wanted and requested, until they recently did away with it. I want to note that after they did away with it i was not able to overdraft the account via debit card or ATM which worked fine with me. In XX/XX/XXXX  i received a text message that my email was changed in my online banking. I immediately logged in changed it back and changed my password then called KeyBank to inform them and ask if my account was safe, I was informed that as long as I changed my password I would be fine. Within the next couple days I got notifications of 2 mobile checks being deposited into my account. One for just over {$450.00} the other for over {$1000.00}. At the time I had less than {$5.00} in my account so I wasn't to worried about someone trying to get $ before the checks cleared, but I wasn't sure what was going on as I have NEVER deposited a check mobile I've always had direct deposit. So I logged into my online banking and went through every option in the drop down box where I saw there was a transfer account pending approval from Texas. I immediately called and was transferred to the fraud dept explaining what was going on and was told it was actually already flagged for fraud. I told them everything I knew and we shut down the account so nothing could be done on the account while they figured it out. I told them i was out of state dealing with family and they said when i got back to go into a local branch to get a new account and card. Having to shut the account was highly inconvenient being out of town and not able to have a bank account but not much i could do. On XX/XX/XXXX I went into the branch in XXXX, CO where i was informed the I had a negative balance of over {$470.00} on that account. I was livid. How can i be overdrawn on a shut down account that had fraud activity on it and was caught before anything was done. I sat there for 45 mins while phone calls were made to figure out where and who withdrew that money and how. They had no answers and needed to look into it further. So we opened a new account that day and I was given direct deposit info and a new debit card was ordered for that account. I was only able to come for a week. I had my daughter watching for the card witch never arrived. I refused to deposit money into an account I could not access without a card out of state. I had my daughter send all my mail where i had several statements from KeyBank and letters from the previous account stating i still owed it. I immediately got on the phone, recorded the whole call and talked to 4 different people only to be told i would have to go to a branch to talk to someone as my account had no notes on it since XXXX XXXX. Although they could see i was given a new acct on XX/XX/XXXX. Nobody can tell me how, when, where or who got the money out of my account after it was shut down and already reported for fraud. Why my debit card was never sent on the new account, but they were quick to open a new account and immediately give me a direct deposit form. Why is that? So as soon as funds hit my account you can withdraw it for the other account? I think not!!

Company response to consumer: Closed with explanation