Consumer complaint received 2026-03-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: KEYCORP
State: OH

Complaint narrative:
To KeyBank XXXX XXXX XXXX XXXX, I am writing to request an immediate review and correction of the handling of a fraudulent transaction on my account. On XX/XX/XXXX, my XXXX account was hacked and {$1700.00} was charged to my KeyBank debit card ending in XXXX. Within XXXX hours, I contacted both XXXX and KeyBank. XXXX completed their investigation quickly, confirmed the transaction was fraudulent, and issued a refund. Their resolution number is XXXX. The refund was assigned XXXX XXXX, but according to XXXX, the funds remain frozen because KeyBank initiated a chargeback investigation. On XX/XX/XXXX, KeyBank issued a provisional credit for the same amount pending investigation. However, no refund from XXXX was ever deposited into my account, as the refund remains on hold due to the chargeback status. On XX/XX/XXXX, I received a letter from KeyBank stating that no error occurred and that the provisional credit would be reversed on XX/XX/XXXX. This decision does not reflect the actual situation, as the XXXX refund has never been released to me. During a call with XXXX on XX/XX/XXXX at XXXX AM, I was informed again that the refund is still pending and can not be processed while XXXX chargeback case remains open. They stated that only KeyBank can release the return of funds so the refund can be completed. To be absolutely clear : I have never received any refund from XXXX. The only credit ever applied was the provisional credit from KeyBank, which is now being reversed. I respectfully request that KeyBank : Reopen and correct the chargeback case. Release the hold that is preventing XXXX refund from processing. Ensure that the {$1700.00} refund is properly deposited into my account. I also request that this matter be escalated to XXXX XXXX XXXX and referred to the XXXX XXXX XXXX XXXX to resolve the conflicting actions between KeyBank and XXXX. I am sending this letter via certified mail to document my position. Summary of events : XX/XX/XXXX XXXX account hacked ; {$1700.00} fraudulent charge. XX/XX/XXXX XXXX notified immediately ; fraud confirmed. XX/XX/XXXX KeyBank notified ; replacement card issued. XX/XX/XXXX KeyBank issued provisional credit of {$1700.00}. XX/XX/XXXX XXXX issued refund, but it remains frozen due to XXXX chargeback. XX/XX/XXXX KeyBank determined no error and scheduled reversal of provisional credit. At no time has any refund from XXXX been deposited into my account. PICTURE XXXX : This is showing XXXX reset my password because my account was used without my permission. Also my username is XXXX and as shown here was changed to pennyrlee by the hacker. PICTURE XXXX This is when the hack occurred. Notice the device by hacker was XXXX XXXX XXXX XXXX XXXXXXXX ) Next picture of me changing password is by device XXXX ( XXXX app ). XXXX XXXX This is when I found the hack occurred and within XXXX hours had my account password changed and payment information changed. PICTURE XXXX When I removed the debit card ending in XXXX from XXXX to protect any further unauthorized transactions. PICTURE XXXX This is when I immediately contacted seller to get the transaction stopped not knowing it was the seller who hacked. Notice XXXX has terminated his account for fraud. I appreciate your prompt attention to this matter and request that the necessary steps be taken to release the XXXX refund and correct the chargeback status. Please contact XXXX also or reopen the case because XXXX admits to mistakenly sending the original findings to you. Also please return my funds ASAP and resolve this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation