Consumer complaint received 2022-06-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: KEYCORP
State: DC

Complaint narrative:
I am filing a complaint against XXXX : XXXX XXXX ( XXXX ) and KeyBank. On XX/XX/XXXX  I transferred {$7500.00} from my KeyBank Savings Account to my XXXXXXXX XXXX XXXX  Savings Account. On XX/XX/XXXX  XXXX completed a reverse transfer of the XX/XX/XXXX transaction without my authorization. XXXX claims that it issued the reverse transfer because it never received the transfer from KeyBank. Conversely, KeyBank claims that it sent the transfer to XXXX, that XXXX accepted the transfer, and then debited {$7500.00} from my savings account. As a result, I am missing {$7500.00} since the money was debited from my KeyBank Savings Account on XX/XX/. The money is no longer reflected in my XXXX XXXX XXXX  Savings Account or was returned to my KeyBank Savings Account following the XX/XX/XXXX reverse transfer. 

Concerned with this missing money, I have contacted both institutions on several occasions, with each institution giving me different stories as to where my money is and who is to blame. I contacted KeyBank on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/ XXXX and spoke to several customer service representatives and managers. On XX/XX/XXXX XXXX, a KeyBank customer service representative, informed me that he could see a pending transaction from XXXX and that I should receive that deposit later that evening or the next morning. On XX/XX/XXXX I did not receive that money and contacted KeyBank again. I spoke to three managers to discuss XXXX information and assurance that I would receive my money, to which XXXX, a KeyBank manager, said that XXXX made an error and that there were no pending transactions from XXXX. Similarly, managers XXXX and XXXX also informed me that there were no pending transactions from XXXX. All three managers informed me that KeyBank issued the transfer, that XXXX received the transfer for {$7500.00}, and then KeyBank debited my account for that transfer. 

Similarly, I contacted XXXX : XXXX XXXX on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/. Originally, XXXX informed me that it never received my transfer and that KeyBank stopped it due to an error. XXXX provided me the following ACH Trace Number, XXXX, for this transaction. As illustrated in the attachments I provided, it appears that XXXX originally credited my account {$7500.00} on XX/XX/XXXX, then completed a reverse transfer, without my authorization, on XX/XX/XXXX to KeyBank. Yet, that reverse transfer has not been credited to my KeyBank Savings Account to date. 
I attempted to schedule a conference call between the two financial institutions on XX/XX/XXXX to discuss this irregularity and to find my money. KeyBank denied my request. As a result, I filed disputes over the XX/XX/XXXX and XX/XX/XXXX transactions with both institutions. The KeyBank dispute is still pending, however, on XX/XX/XXXX XXXX  XXXX issued a letter regarding its investigation into my dispute. XXXX found in my favor, but still claims that it credited my KeyBank Savings Account on XX/XX/. On XX/XX/, I spoke to a manager, XXXX, who informed me that XXXX was going to re-send the {$7500.00} to KeyBank but could not provide me a timeframe as when this transfer would occur and would have another manager contact me within 1-2 business days to provide an update. However, no money was ever sent back to KeyBank, and I never received a call back from a XXXX manager. 

I contacted XXXX on XX/XX/XXXX XXXX because I did not receive the update from XXXX, as XXXX assured would happen. While speaking to manager, XXXX, and specialist, XXXX, I was informed that XXXX was no longer going to re-transfer the money because they sent the re-transfer on XX/XX/XXXX, XXXXwhich, again, is a complete reversal of the assurances I received on XX/XX/XXXX. Following this conversation, I received a call from XXXX manager, XXXX ( I am not sure if this was the same XXXX I spoke to on XX/XX/XXXX ). XXXX and I called KeyBank to discuss the ongoing issue and we spoke to KeyBanks customer service representative, XXXX, and dispute representative, XXXX. During this conference call between the parties, KeyBank reiterated that it debited my account {$7500.00} and transferred that sum to XXXX on XX/XX/, and that it never received a reverse transfer from XXXX on XX/XX/. Conversely, XXXX reiterated that it completed the reverse transfer for {$7500.00} to KeyBank on XX/XX/. At the end of the call, neither financial institution could provide a solution or locate the money because KeyBanks investigation is still pending. 

As I attempt to find where my money is, the two institutions have essentially passed me back and forth telling me to contact the other bank ( except for the XX/XX/XXXX conference call ), blaming the other institution, without an explanation as to where my money is. To date, it has been sixteen days that I have been missing this money. It should not take this long to locate my money and credit my account. Moreover, I should not have to bring these financial institutions to an arbitration hearing or small claims court to receive my money that one or both institutions mishandled.

Company response to consumer: Closed with explanation