Consumer complaint received 2024-04-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: KEYCORP
State: IN

Complaint narrative:
Around noon on XX/XX/XXXX, I noticed fraudulent, pending charges pending on my Key Bank business checking account. These charges were not on my account at XXXX that morning. I notified Key Bank in person at their XXXX, XXXX  branch around XXXX that day. Key Bank found XXXX fraudulent pending charges : XXXX XXXX XXXX for {$2300.00}, and XXXX XXXX for {$3800.00}. Both companies are near XXXX, XXXX. I assured Key Bank that I had not purchased {$6100.00} worth of roofing materials from XXXX  that morning and they allowed me to dispute the pending transactions. 
I notified both companies that fraudulent charges had been made using my account. XXXX XXXX XXXX from XXXX XXXX notified the XXXX Police Department, who arrested the culprits on XX/XX/XXXX, when they came to pick up their order. XXXX XXXX was grateful that he did not lose materials and told me that he was reversing the charges to my Key Bank debit account. Also on XX/XX/XXXX, I gave a telephone statement to the XXXX Police Department. On XX/XX/XXXX, I presented a copy of the police report # XXXX to the XXXX Key Bank. 
Even though I informed Key Bank that these pending charges were fraudulent on XX/XX/XXXX, Key Bank approved both charges on XX/XX/XXXX. The stolen {$6100.00} has created a hardship for my business and my family. So, Key Bank allowed me to borrow money from their line of credit, for a {$230.00} service fee, and so far {$83.00} in interest. 
At least XXXX times in XXXX, I visited two local Key Bank branches requesting progress reports. Every time, the customer service rep would say that they would look into the problem and call me later that day. Only XXXX XXXX called me when promised. Her cooperation was not a coincidence that she and I were both XXXX and the other Key Bank reps, including the branch manager, XXXX XXXX, were XXXX. I have a long history of being ignored by XXXX Key Bank branch managers. 
On XX/XX/XXXX, I spoke with XXXX at length about the issue. Without reviewing the case, XXXX argued that XXXX XXXX did not refund the transaction and that people from other banks were dishonest when telling me how they would handle fraudulent transactions differently. XXXX promised to research the matter and call me later that day, but he did not. This was not the first time XXXX had offered to research a banking problem and call me later, but failed to do so. 
In XXXX, a national XXXX  chain made a generous offer to purchase my XXXX  practice, but first I needed Key Bank to process my XXXX loan forgiveness application. I asked my local XXXX  branch managers to help with the process. For months I was told conflicting reasons when loan forgiveness would be granted, but months later Bank still had not processed my request. The XXXX  chain withdrew its offer and purchased one of my competitors instead. When this happened, I complained to Senator XXXX XXXX 's office, and forgiveness was promptly granted. 
Also in XXXX, my {$100000.00} Key Bank term loan came to the end of its XXXX term. Someone from Key Bank then notified me that the auto-withdrawals that they set in place did not reduce the principal. This woman berated me. She said the mistake was my fault, and she denied that I was telling the truth about misleading conversations that I had had with the local XXXX  branch manager. I refused to refinance with Key and instead paid a higher rate at XXXX XXXX XXXX. Eventually, someone from Key Bank 's XXXX department read the transcripts of my transactions and refunded every XXXX on the interest I had paid during those XXXX  years. This action encouraged me to maintain my checking accounts with Key Bank. 
I opened my first account with the bank that eventually renamed itself as Key back in XXXX. I have been an honest, trustworthy client for over 30 years. I believe that XXXX did not block the recent fraudulent transactions to put me in a position where I would borrow more money from them. I also believe that my race influences the way they have treated me over the years. Thank you for your time and attention. If you have any questions, please call or email.

Company response to consumer: Closed with explanation