Consumer complaint received 2026-06-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: KEYCORP
State: NY

Complaint narrative:
On Saturday XXXX XXXX XXXX at XXXX XXXX XXXX XXXX I called the call center to ask if I can cash my New York State refund check without an account. I was told yes. I asked to speak with a supervisor to reassure me. I was told the supervisor would tell me the same thing. I asked for his name in case I encountered any issues at the branch. He said his name was XXXX XXXX something along those lines. I don't remember. I know it was a four letter name. I provided his name to the higher ups customer service complaint representative. Later that night at XXXX XXXX XXXX XXXX I called the call center again for more reassure. I made mention that I googled and it said the maximum amount was {$1500.00} ; to cash a check without an account. He replied XXXX? I said yes. He said the amount didn't matter. There's no limit which I believe he said was based on the check being government issues income tax. I again expressed my concerns that I wouldn't be given a hard time at the branch.Je said no. And that if there's an issue to give them a call back. On Monday XX/XX/scrub>XXXX XXXX XXXX at XXXX XXXX XXXX XXXX I arrived at the branch located at XXXX XXXX XXXX XXXX XXXX I handed the check and Driver 's license to the teller name XXXX. He asked if I had an account. I said no. He said we can't cash this check. And that even if they could it was over the limit. I told him I already called the call center and they said there wouldn't be any issues. Aks that they told me to call then id there were any. XXXX then went to the senior teller and handed her the check. She looked at me then looked at the check looked back at me and aggressively handed XXXX the check back with hostile body language and aggressive tone saying we can't cash it. He entire vibe gave discrimination and profiling. I told XXXX I'll just open an account. He gave me some papers with a promotion about opening a new account. I accepted the papers and told him I'll be back in. As I was leaving the head manger who was in another room had nothing to do with my transaction says open an account just to cash a check. I replied ma'am I just may leave the account open. As I continue to exit she's still saying things about me opening and account just to cash a check. I respectfully left and didn't take the rage bait with her profiling and discrimination. I was embarrassed having my business shared throughout the bank which there was another customer in there with the other teller in the office. I'm sure she heard it because it was completely quiet. I went to my car and called the call center at XXXX XXXX XXXX XXXX to explain what happened versus what I was told by the call center representatives. I asked for a supervisor. I was on hold for several minutes before hanging up. At about XXXX XXXX XXXX XXXX I called the higher ups customer service and filed the complaint. Very detailed. A few days later on Thursday XX/XX/scrub>XXXX XXXX XXXX " XXXX '' called me and I told her what happened. She said they'll investigate ans get back to me.. Weeks later on Friday XXXX XXXX XXXX at XXXX " XXXX XXXX called me and said we haven't forgotten about you and we're still investigating. And that she would call back with a resolution. I'm filing this complaint with the CFPB to cover myself and ensure it's not swept under the rug. If there's no resolution I intent to pursue this matter legally. This is emotional distress from the entire situation. Discrimination, embarrassment, and profiling. I didn't walk into that bank looking for trouble. I was guided there by the bank 's own employees. It's a direct chain of cause and effect. I was given deceptive information. Assuring me it was fine no issues then getting contradicting information. Rather than explaining it to me, I was met with aggressive discrimatory profiling.

Company response to consumer: Closed with explanation