Consumer complaint received 2025-03-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: KEYCORP
State: FL

Complaint narrative:
I initially filed a dispute with my bank because I was misrepresented and was tricked into purchasing the wrong XXXX XXXX on XXXX. I thought I was buying XXXX  but they were selling me an expired coin that migrated to another XXXX  LAST XXXX in XXXX. I was under the impression that I was buying XXXX but I was not, I was purchasing the old version of the coin that they stopped offering on every major exchange but for some reason XXXX still has it on their exchange to trick people into buying the coin is the only reason I can come up with because it is not on ANY other exchange. I found this out over a week after initially purchasing and continuing to purchase this coin thinking that I was buying XXXX. This is literally the only exchange in the world that still has this XXXX that even XXXX has told every exchange to take off. I am including an image that is directly from the website where they mentioned that they have " halted every exchange to remove the $ XXXX XXXX, so why hasn't XXXX? 

So my deposits that I have been making have been for a coin called XXXX but XXXX was offering the XXXX $ XXXX as soon as you type in XXXX  on the search bar instead of the real XXXX  which I found out to be $ XXXX. On XXXX website they stated that in XXXX in XXXX the XXXX was migrated from $ XXXX to $ XXXX and they want every exchange to halt the $ XXXX XXXX  .... This is unethical and the only reason I purchased this is because I thought I was getting XXXX, not a coin that technically doesn't exist anymore. This is a direct quote from the website that I screenshotted " XXXX has taken over XXXX is deprecated and has no value. We made sure that major exchanges halted deposits/withdrawls and trading with XXXX beforehand to protect token holders '' So why are they offering the incorrect coin if they are considered a major exchange? 

I reached out to support to see if I can convert my coins to $ XXXX but XXXX support is so hard to get in front of because there is no number to dial and you are dealing with a virtual assistant and it takes hours for a rep to join just to leave a message and " escalate '' the concern. There was nothing being done so I was forced to my bank to make a dispute to get my money back for not getting what I intended to purchase. 

I kept my money in XXXX because I knew I was making a valid dispute and I was under the impression I would get my money back because I took screenshots of everything that happened. I feel like I have all the evidence to support my claim. However, I called my bank and learned that they denied my dispute which is VERY alarming because now the {$5400.00} I had in my XXXX account is sitting in LIMBO. XXXX has now LOCKED me out of my account and CLOSED my account so the money that was in my account that I am disputing for is locked with XXXX and I have no access to getting it. So I need to get my money back ASAP. 

After uploading proof of literally everything, XXXX website stating that the $ XXXX coin has no value and how they requested every exchange in the world to remove it ) the $ XXXX ticker is only available on XXXX ), proof of my account being locked and closed, and proof of my money still being in the account prior to XXXX closing my account. I explained this to my bank and showed all evidence and they denied my dispute claim and told me that I should file a police report on XXXX for the {$5400.00} and then reopen the claim. So I filed a police report and reopened the claim for additional evidence .... I did all of that and uploaded it and they denied my claim again. This time I was disputing for the {$5400.00} that I put into the account because all of my money has been locked into an account that was closed by XXXX. And after all the evidence I provided and the police report showing that I was essentially scammed the bank XXXX XXXX decided to deny my claim still. 

I am asking to please reach out to XXXX XXXX so I can get the money I was scammed out of back. My bank is supposed to protect me and I provided all evidence as well as a police report and they are stating that they can't refund my money back and they keep telling me to work with the merchant when I can't get a hold of anybody at the company for this concern. Please help me take down XXXX and get my money back from my bank. 

This original dispute was filed on XX/XX/XXXX and here are the dispute claim numbers with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Thank you

Company response to consumer: Closed with explanation