Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: KEYCORP
State: PA

Complaint narrative:
XX/XX/year> KeyBank Official appeal for XXXX XXXX XXXX reimbursement of fraudulent withdrawal Wire Fraud Claim number : XXXX Online Fraud Claim number : XXXX To whom it may concern, Please find this letter as an official submittal for appeal in the above claims of fraudulent withdrawal of funds in the amount of {$8500.00} by KeyBank to XXXX XXXX XXXX Friday XXXX XX/XX/year> at approximately XXXX. I wanted to share with you the facts and information I was provided upon my arrival at KeyBank XXXX XXXX on Saturday, XX/XX/XXXX. This was approximately XXXX hours after the fraudulent transfer had taken place. I spoke directly with XXXX XXXX, who wasted no time in contacting KeyBank authorities on my behalf. XXXX promptly requested that a stop be placed on the transaction, ensuring immediate action was taken. I was assured that my funds would not be released, offering much-needed peace of mind. I wanted to clarify a few points regarding KeyBank 's wire transfer policy in light of a recent transaction I was involved with. As outlined by KeyBank, wire transfers will not be processed after XXXX on business days. However, the transfer in question was completed at XXXX on Friday, XX/XX/year>. Additionally, all wire transfers are subject to a mandatory XXXX waiting period before they are released. I arrived XXXX hours after the transfer to request that a stop be put on the transaction. It is also important to note that no transfers are processed during weekends or outside business hours. Could you please confirm these details and let me know if the stop request can still be accommodated, given the timing and the banks policy? On the morning of Monday, XX/XX/year>, the transfer in fact was released even after being assured there was a stop put on the wire transfer and there was no way the funds would be released. I submitted a fraud investigation with XXXX fraud department. After waiting for a month and making several follow-up calls, I was finally informed that the funds involved had been transferred to XXXXXXXX XXXX and were not recoverable. This outcome is extremely disappointing and unacceptable, considering the seriousness of the situation and the amount of time and effort I have invested in seeking resolution. My questions and the reason for possible legal action is : Who allowed this transaction to go through after they were clearly instructed by the branch less than XXXX hours later to put a stop on it? How did an entire weekend pass, and yet Monday morning, a clearly flagged transaction was allowed to be processed? The individual who was contacted by XXXX XXXX on Saturday morning was clearly instructed to halt the transaction, yet unfortunately, they did not take the necessary action. As a result, the fraudulent transaction was processed. Given that this individual is an employee of KeyBank, this oversight not only assigns direct responsibility to them but also implicates KeyBank as a corporation in terms of liability. In conclusion, along with this letter initially being sent to you, I am requesting a detailed letter from KeyBank fraud department explaining why this reimbursement was denied even though I am clearly not at fault. Moving forward, I am preparing to file a complaint with the Consumer Financial Protection Bureau along with an official police report to investigate this fraudulent activity at KeyBank. My intention is to avoid any unwanted legal complications and ensure all matters are handled smoothly and efficiently and am requesting that KeyBank credit the amount of {$8500.00} to my account. Sincerely, XXXX XXXX XXXX XXXX XXXXXXXX XXXX PA XXXX XXXX

Company response to consumer: Closed with monetary relief