Consumer complaint received 2025-12-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: KEYCORP
State: PA

Complaint narrative:
I disputed several unauthorized XXXX transactions on my KeyBank account. KeyBank issued a provisional credit, and the funds appeared in my available balance. I had no indication that this credit was temporary or that another credit would later be issued by XXXX. 

I relied on the balance shown and used the funds normally. Later, XXXX also issued a credit for the same charges. Instead of handling this internally without harming me, KeyBank reversed their own provisional credit, which immediately put my account approximately {$800.00} into the negative or close to it as I don't have access to my account. This negative balance was entirely caused by KeyBanks reversal, not by any action of mine. 

Since then, KeyBank has continued to apply recurring {$20.00} overdraft fees. I am now being charged repeatedly for a situation created by the banks internal timing and processing. 

Compounding this, I have been unable to access my online banking account since the reversal. I can't view my transaction history, see the credits or reversals, or understand the sequence of events. All account documentation is in KeyBanks system, and I have no way to verify anything they are telling me. This has placed me at a severe informational disadvantage. 

I visited a KeyBank branch to seek clarity and resolution. XXXX employees, including the branch manager, spoke to me during the conversation. Although I remained calm, they spoke to me in a dismissive manner, as if I did not understand the situation, despite my clear explanation that I understood why the account was negative but that it should never have become negative in the first place due to the way the provisional credit was handled. 

I explained repeatedly that this entire issue stemmed from fraud occurring on my account and from KeyBanks subsequent processing of the provisional credit and reversal. Instead of acknowledging this, I was told multiple times that it wasnt fraud and that I owed the money, even though the negative balance was created solely by the banks own reversal of its credit. 

At the end of the conversation, as the branch manager escorted me toward the door, she made a comment to the effect of : Hopefully we wont have to do any more transactions with you. I felt dismissed, blamed, and treated like a problem rather than a victim of fraud seeking answers. I was calm throughout the interaction and did not raise my voice or behave inappropriately. 

I believe KeyBanks handling of this matter including the reversal of a provisional credit after I reasonably relied on the available balance, the creation of an artificial negative balance, the continued overdraft fees, the denial of account access, the dismissive tone, and the collections threat constitutes unfair and abusive practices under Regulation E and UDAAP. 

I acted in good faith at all times. KeyBanks internal processing decisions have caused significant financial harm, confusion, and emotional distress, and the branch escalated the situation instead of resolving it.

Company response to consumer: Closed with monetary relief