Consumer complaint received 2025-12-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: KEYCORP
State: OH

Complaint narrative:
On XX/XX/year>, I went to my bank branch to resolve an account restriction after depositing a legitimate check from my stepmother. The banks fraud department told me I needed to go in person to have the check verified. I had an appointment with an employee named XXXX who had originally deposited the check for me. 

The check was deposited earlier in the week. I was supposed to have {$100.00} available the same day, and the remaining $ XXXX available the next day. I received the {$100.00}, but the next morning my online banking showed my entire account was restricted. I could not access anything. 

I called the fraud department, and they told me the branch that accepted the check needed to verify it. However, when I called the branch, I was told " there was nothing they could do. '' When my debit card arrived days later, I could not activate it. It again transferred me to the fraud department, who repeated that only the original branch could resolve it. When I tried another branch for help, they informed me that only the branch where the check was deposited would have the email from the audit team and would need to handle the verification. 

On XX/XX/XXXX, I went back to the original branch in person. After waiting nearly an hour, the employee ( XXXX XXXX said in front of multiple staff members that I looked suspicious because I was wearing a hoodie and sunglasses. My sunglasses are prescription, and it was cold outside and I do not own a coat. He also said my address didnt match and that too many things point to fraud. This was said loudly, in front of customers and other employees, and I was treated as if I were committing a crime. I have never committed fraud, and the check is completely legitimate. 

They then told me my funds were being held until XX/XX/XXXX, but they also said it might be XXXX days or XXXX  days, and I could not get a clear answer. My debit card is still canceled even though I never activated it. I still can not access my online banking. I can not get anyone to verify the check. I can not get a consistent explanation from anyone at the bank or fraud department. 

Because of this situation, I received a XXXX eviction notice, as the check was intended to help me move and pay rent. I am now in a crisis situation because the bank has frozen my legitimate funds and will not give me a timeline, a procedure, or a path forward. 

What I want : Immediate release of my funds Restoration of full access to my online banking Activation or replacement of my debit card Written explanation of the reason for the account restriction Investigation into the inappropriate and unprofessional treatment by the branch employee Written confirmation that the check is being handled properly and within legal timelines This situation has caused extreme financial hardship. I need the CFPBs help because the bank is unresponsive, inconsistent, and withholding my legitimate funds without explanation.

Company response to consumer: Closed with explanation