Consumer complaint received 2026-02-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: KEYCORP
State: OR

Complaint narrative:
I am writing to formally request immediate resolution of an account freeze that has caused me significant financial hardship through no fault of my own, and to report extremely poor customer service that has compounded this crisis. 
TIMELINE OF EVENTS : On XX/XX/year> I attempted to deposit my paycheck via mobile app, but my phone died during the process and I could not confirm whether the deposit was successful. To avoid any issues, I immediately went to your XXXX XXXX branch in XXXX, Oregon and explained this situation to the teller before handing her my paycheck. She reviewed my account, processed the check, gave me {$200.00} cash, and deposited the remainder into my accounts. 
Several hours later, my account was frozen without warning. When I contacted customer service, I was told the mobile deposit had processed and I needed to visit the branch to sign an affidavit stating I had not intentionally double-deposited. I immediately complied and signed this form on XX/XX/year> which was sent to the fraud department. 
It has now been XXXX days since I signed that affidavit, and my account remains frozen despite my repeated attempts to resolve this : Wednesday, XX/XX/XXXX : I called customer service because I had no access to any of my money, my dog had no food and I had no gas to get to work. I asked for a XXXX. I spoke with XXXX, who was very kind and seemed genuinely helpful. She told me she would call my XXXX XXXX branch in XXXX and have both the XXXX XXXX and the XXXX XXXX work on resolving this issue. She promised that XXXX of them would call me back with a solution, and that she would personally call me before the end of her shift to ensure the situation was resolved. I never received a call from anyone. 
Thursday, XX/XX/XXXX : I called customer service again and asked to be transferred to the XXXX department. I spoke with a representative named XXXX XXXX who was pleasant and apologetic. After some time on the phone, he told me I could go to any open branch on Saturday by XXXX XXXX, since my XXXX XXXX branch was closed on Saturdays. He said I should go to the XXXX XXXX branch in XXXX, which was open, and closest to my place of employment and ask them to call the XXXX department to release my funds. He assured me this would be in my account notes.and said once they had a rep on the phone It would only take no more than XXXX minutes to get the approval and give me my funds. 
Saturday, XX/XX/XXXX : I left work at XXXX XXXX and drove straight to the XXXX XXXX branch, arriving at XXXX XXXX - XXXX minutes before closing. As I walked in during normal business hours, a teller i noticed was counting her drawer obiously finished for the night looked at me and said with a snarky attitude, uh, yeah im closed and as i was walking toward the other windows loudly says " Obviously we are about to close. '' I looked back and saw her rolling her eyes to the man with keys standing in the lobby. I was already headed toward the other teller and then I politely let another customer go ahead of me since I knew my issue would take a few minutes. 
When I reached the teller, I explained the situation and that I needed them to call the XXXX department as instructed by the customer service XXXX. She flatly refused, saying " No, we don't do that '' and " We're getting ready to close. '' I explained that the customer service XXXX had specifically told me to come to this location and that it would take less than XXXX minutes once they had them on the phone.and that it was noted in my account. She still refused. Saying it would take XXXX minutes or more and they didnt have time because they were leaving soon. She never even looked into my account. 
I turned to the man with the keys, who said he was assisting as XXXX, and pleaded with them for the next XXXX minutes to make the call. They refused to help me because they were getting ready to leave, even though it was not yet XXXX XXXX and I had entered during business hours. The whole transaction could have been taken care of had they just been diligent in doing their job and in providing excellent customer care rather then denying me assistance and the teller was raising her voice at me and they all three were being really rude to the point I started to cry out of frustration. 
I explained through tears that : - I am paid once a month and have no access to any money - I have no money for dog food or gas to get to work - My rent was due on the XXXX and I have a XXXX-day notice that expires the next day - My car insurance is about to lapse - It was a XXXX-day weekend and I wouldn't be able to get help until Tuesday -my phone was going to be disconnected on Sunday. 
-I couldn't send my daughter money when she was broken down on the highway -I had to cancel a trip to XXXX 's XXXX XXXX weekend They told me I needed to leave and come back on Tuesday visit my branch and thats when they reopened. I remained calm and polite throughout this entire interaction. And then i started to cry. I have worked in customer service for over XXXX years, and I have never known it to be acceptable to refuse service to a customer who walked in during business hours simply because closing time is approaching. 
FINANCIAL DAMAGES : This situation has created severe financial consequences : - I am now XXXX days late on my rent and have incurred a {$100.00} late fee- I have a XXXX-day eviction notice which expired Sat. The XXXX - My car insurance is lapsing, putting me at risk of driving uninsured to work- I can not afford basic necessities like food for my dog or gas for my vehicle- I am paid monthly on the XXXX and have no access to income until this is resolved I took every reasonable step to prevent this error by immediately informing your teller of the situation before she processed the check. The failure was in your bank 's processing system and your staff 's follow-through, not in my actions. I should not be financially penalized and facing potential eviction for your institution 's errors. 
REQUESTED ACTIONS : I am requesting the following immediate actions : XXXX. Immediate restoration of full account access by end of business Tuesday, XX/XX/XXXX XXXX. Reimbursement of the {$100.00} rent late fee and any other late fees I incur as a direct result of this freeze XXXX. A formal apology and disciplinary review of the staff at the XXXX XXXX branch who refused to serve me during business hours XXXX. Written confirmation of the resolution and steps taken to prevent this from happening to other customers XXXX. Compensation for the extreme stress, time, and financial hardship this has caused If this matter is not resolved by end of business Tuesday, XX/XX/XXXX, I will immediately file formal complaints with the Consumer Financial Protection Bureau, the Oregon XXXX XXXX XXXX XXXX, and consult with a consumer rights attorney regarding the damages I have suffered, including potential wrongful eviction if that occurs. 
I am your customer and Your staff has failed me at every turn - from the initial processing error, to broken promises of callbacks, to outright refusal of service during business hours. 
I am asking for fair treatment, human decency, and prompt resolution of an error that was not of my making. I am facing eviction because your bank has held my paycheck XXXX for XXXX days all because I walked into the bank to get assistance. 
I can no longer be reached by phone. You can reach me by email and expect a response within XXXX hours. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief