Consumer complaint received 2018-01-26 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other service problem — 
Company: KEYCORP
State: NJ

Complaint narrative:
I opened a large money market deposit account with Keybank ( XXXX XXXX XXXX then ) XX/XX/XXXX. In mid XX/XX/XXXX I started to initiate an international wire transfer with the home branch in XXXX XXXX, NY. as this was the process advised by their customer service. Manager XXXX XXXX XXXX gave me the steps involved and I followed them exactly because I needed the funds very soon to purchase a retirement apartment in XXXX, XXXX. I told her I needed funds within a month 's time. I sent all of the application using XXXX XXXX.Shipping to her and she acknowledged that it was received and sent to the wire permissions dept. of Keybank. I then expected a pin to initiate the transfer, but heard nothing. XXXX was on leave and unavailable. I spoke to XXXX in the main Keybank wire dept, who said he did not understand some of the paperwork XXXX sent him and needed to talk to her. It was all at a standstill because of their casual attitude. There was little back & forth between them to help me despite my calls and e-mails. Nothing was forthcoming from anyone at Keybank. I had to prod them for info about my wire permissions again and again. After waiting for XXXX to return from office leave, I finally communicated with her to hear that my necessary pin could only be mailed to my U.S.mailing address & would go out XX/XX/XXXX.My daughter is taking our mail in XXXX, NJ. Nothing then or now from KeyBank has been mailed to us at the NJ address. Communicated again with XXXX who said it was coming from XXXX and maybe XXXX XXXX had slowed postal service. It is now XX/XX/XXXX. On XX/XX/XXXX- I contacted the Keybank Executive Offices and they e-mailed back saying I should call with questions. Called immediately. Spoke to XXXX who said a case was opened and I would hear from her within a day. No call back to me.Called again. She promised me that a pin would be e-mailed to me. No word from XXXX. Called backXX/XX/XXXX, spoke to XXXX who said I should expect an e-mail before the end of the day. Today, XXXX XXXX, I have left messages about this problem. I have told them I submitted a complaint to Federal Reserve Complaints dept. No word back from KeyBank. Is it legal to have a bank not allow you access to your funds for over a month 's time after I have completed all paperwork properly? How can they earn my trust when they say things so important as a pin got lost in the mail???? Why did I need to send my documents XXXX XXXX XXXX, insured when KeyBank send something needed regular post? I need my money market account closed and sent to me in XXXX to buy our apartment next week. They have probably ruined this transaction & it is detrimental to my health. The account was opened with the settlement from an accident in which I sustained a XXXX XXXX. I am sorry I did not use a better, more reliable bank to provide but my husband was stationed at XXXX XXXX XXXX XXXX then. My husband, XXXX XXXX XXXX just retired from the XXXX XXXX ( in XX/XX/XXXX at ceremony at XXXX XXXX ) and I am in ongoing recovery from my XXXX XXXX. I can not run back to XXXX XXXX NY from our miserable XXXX XXXX in XXXX, just to close my KeyBank money market account. Is this a major, trusted U.S bank, or not??

Company response to consumer: Closed with explanation