Consumer complaint received 2025-06-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Unable to open an account
Company: KEYCORP
State: NY

Complaint narrative:
To Whom It May Concern, I am writing to formally address a serious issue regarding my recent experience at XXXX XXXX located at XXXX XXXX XXXX, XXXX, NY XXXX on XX/XX/XXXX, concerning a business credit line increase request and the false statements made by the branch manager, XXXX XXXX XXXX, regarding the status of my application. Below is a clear and factual account of what transpired. 

During a visit to the branch with my wife and four-year-old daughter, I had what began as a routine and respectful conversation with XXXX XXXX XXXX as she entered my information into the computer system. In the course of our discussion, I casually asked if she was familiar with 12 U.S.C. 411. She responded that she was not, and I suggested she consider looking it up to better understand its relevance. 

What followed was both unprofessional and deeply inappropriate. XXXX XXXX XXXX called over another staff member, and together they laughed and made a mockery of my inquiry all while my family and I sat at her desk. The conduct was embarrassing, unwarranted, and unbefitting of any professional setting, let alone a financial institution. 

To add further confusion, when I previously applied for the same business credit line last year, the process was prompt and transparent. I was approved on the spot and received confirmation via the app and by mail. This time, however, after submitting my request, I received absolutely no communication no emails, no app updates, no mailed correspondence. That complete silence immediately raised red flags. 

I made XXXX follow-up calls to the branch, all of which went unanswered. On my fourth attempt, I finally reached XXXX XXXX XXXX, who informed me that my application had been denied and that I would receive written notice in the mail within XXXX to XXXX business days. When I asked for a specific reason, she vaguely cited excessive credit line balances but offered no further explanation. However, despite her previous assurance, I later discovered that the application had never even been submitted. 

To verify standard KeyBank protocol, I contacted another KeyBank branch in the same region and inquired about the typical process for business credit line increases. I was informed that once an application is completed at the branch, the applicant typically receives an email shortly afterward requesting identification in order to verify their identity. Following that step, a decision or update is usually communicated within XXXX to XXXX business days often even sooner. I never received any such email, strongly confirming that my application was never entered into the system in the first place. 

As a result of what appears to be an intentional delay and misrepresentation by XXXX XXXX XXXX, I have lost a major contract that was critical to my businesss growth and revenue. Her failure to follow proper procedure and communicate honestly not only cost me the opportunity, but also disrupted my entire business operation. Had she conducted herself professionally and submitted the application as claimed, I would have had time to make alternate financial arrangements to fulfill the contract and sustain my operations. I have spoken with Cooperate but to no avail have they contacted me back after the initial 1st conversation with them. 

What I initially believed to be a breakdown in communication now appears to be something far more concerning. Based on the facts and timeline, I believe the banks conduct may violate several federal and state consumer protection laws. A summary of those concerns is outlined below : Equal Credit Opportunity Act ( ECOA ) 15 U.S.C. 1691 If my application was never submitted, yet I was verbally denied credit particularly following my lawful inquiry into 12 U.S.C. 411 this could constitute an unlawful adverse action. Furthermore, I never received the required written notice of denial within 30 days as required under ECOA. 
Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681m If my credit report was accessed in relation to this application and no adverse action notice was issued, that would constitute a violation of FCRA.

Civil Rights / Retaliation 42 U.S.C. XXXX & NY State Human Rights Law The unprofessional mocking behavior I endured following a lawful question combined with the unexplained mishandling of my application raises concerns about possible discriminatory or retaliatory conduct. 

Negligence/ Misrepresentation XXXX XXXX XXXX false claim that my application had been submitted caused a false expectation and has resulted in tangible harm to my business. Her conduct, paired with the overall mishandling of the matter, may support claims of negligent misrepresentation or breach of professional duty. 

This matter has caused unnecessary distress and financial loss to both my business and my family. I respectfully request a formal written explanation regarding the handling of my application, including whether my credit report was accessed, and any internal notes made during or after my visit. 

Thank you for your time and attention. I trust this matter will be escalated and addressed appropriately. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation