Consumer complaint received 2023-08-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: KEYCORP
State: GA

Complaint narrative:
On Monday, XX/XX/2023, I received an unrecognized alert from my online banking stating, " Hi, it's KeyBank. We noticed that you updated your phone number on XX/XX/2023 at XXXXXXXX XXXX ET Reply STOP to opt out '' and immediately I logged into my online banking to discover that someone had accessed my checking account and added an additional phone number to my account. 

I Secured the unauthorized, added phone number : ( XXXX ) XXXX which is confirmed to be a " XXXX XXXX '' phone number, and then spoke to the KeyBank fraud department and alerted them to the unauthorized access to my account and I was told that they would create a report and assign the case to an investigator - and I asked that KeyBank cooperate with providing any information that they had ( ie ) location of the login, IP address, how the account was accessed, and anything else that would help me proceed to identify the individual so that I could proceed with the legal process in Georgia where I live- and I was abruptly informed : " That is all confidential information, you will have to subpoena the records before KeyBank will give you that information. '' Of course, such an idea to have to subpoena my own Bank login Records seems like KeyBank is protecting the identity of the criminal that attempted to Hijack or Defraud my account, rather than protecting me, their customer, as I was also told, they can not release the information because " the IP Address and other identifying information belongs to someone else. '' - very clearly making me realize, KeyBank has no intention of investigating, reporting, or prosecuting the individual, but as well, clearly told me that they would not assist me in anyway, proceed to protect my account or my identity. 

When I attempted again yesterday to gain the cooperation of KeyBank in verifying the information I had to gather on my own, I was still told, its confidential and when I asked if the bank intended to investigate and prosecute the unauthorized access to my account and deal with my stolen identity, I was told no, I would have to do that myself. 

When I recited the IP address to the woman on the phone who said she was a manager, she seemed quite surprised that I had gathered pertinent information, and rather than confirming that it was indeed the same information they had, I was asked, who at the bank gave me the information, because if they did, it was not allowed, basically telling me that indeed, the information I gathered is accurate, or she'd of had no reason to ask me who at the bank gave me the information, but they refused to send me information to aid in pursuing legal civil remedies. 

This account IP belongs to XXXX XXXX and is a business account in New York, " XXXX to be more specific. '' IP : XXXX Hostname : XXXX IP address : XXXX Hostname : XXXX Provider : XXXX XXXX : XXXX XXXXXXXX ( lat ) / XXXX ( long ) XXXX XXXXXXXXXXXX XXXX XXXXXXXX City : XXXX XXXX  Region : New York ( NY ) Postal code : XXXX Country : United States ( US ) Continent : North America ( NA ) Metro code : XXXX Coordinates : XXXXXXXX ( lat ) / XXXX ( long ) As of Time and Date : XXXX XXXX ( XXXX XXXX ) NETWORK I can not believe that KeyBank would put me, as a victim of identity theft and unauthorized account access in a position that I must spend $ $ $ gaining a court subpoena or court order, and potentially wasting valuable time where this sort of vital information would make a difference in such crimes happening to me again, or someone else that may not have the knowledge of how to track down this information, yet still know that I need the information to protect myself- and outright refuse to cooperate. 

I believe that should I have to spend money and wasted time in gathering KeyBank 's cooperation, they should be responsible for any costs involved and any further damages that occur as a result of their willingness to protect a criminal and allow me and my daughter to suffer the consequences of something we are not at fault for. 

The FTC states that I have the following rights : If someone steals your identity, you have the right to : ****** Get copies of documents related to the identity theft. ***** create an FTC Identity Theft Report place a one-year fraud alert on your credit report. 
place a seven-year extended fraud alert on your credit report. 
get free copies of your credit report. 
get fraudulent information removed ( or " blocked '' ) from your credit report. 
dispute fraudulent or inaccurate information on your credit report stop creditors and debt collectors from reporting fraudulent accounts. 
stop a debt collector from contacting you. 

And as far as I am concerned, KeyBank is deliberately interfering with my ability to protect myself and my financial wellbeing and avoid any further unauthorized access and identity theft.

Company response to consumer: Closed with explanation