Consumer complaint received 2026-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: KEYCORP
State: OH

Complaint narrative:
I am filing a complaint regarding KeyBanks failure to honor a checking account promotional bonus due to branch employee error, inconsistent information provided by KeyBank representatives, and the banks failure to provide a meaningful resolution after escalation. 

On XX/XX/year>, at approximately XXXX XXXX, I visited the KeyBank branch located at XXXX XXXX XXXX XXXX to open a new checking account. At that time, KeyBank was advertising a promotion offering a {$300.00} bonus if {$1000.00} in direct deposits were completed within 60 days of account opening. 

During the account opening, I explicitly requested that the branch employee, XXXX XXXX, apply the promotional offer to my account. XXXX XXXX repeatedly told me that he was 100 % certain I would not receive the bonus and stated that the promotion was available only for online account openings. I explained that I am XXXX a XXXX  XXXX  and therefore was unable to open the account online, as online account opening was limited to U.S. citizens. Despite my repeated inquiries, XXXX XXXX did not apply the promotion code or provide any alternative solution, and instead continued to insist that I would not receive the bonus. 

I proceeded with opening the account in reliance on KeyBanks advertised promotion and completed the required direct deposit of {$1000.00} on XX/XX/year>, well within the required timeframe. However, the promotional bonus was never credited to my account. 

I later contacted KeyBank customer service by phone and was told that I was not eligible for the bonus because I opened my account offline, so I closed my account on XXXX, after more than 2 months ' wait. 

On XX/XX/year>, I received a written response from KeyBanks XXXX  Offices/ XXXX XXXX XXXX  ( Case # XXXX ). In this letter, KeyBank acknowledged the account opening circumstances and confirmed that all eligibility requirements for the promotion were met prior to my request to close the account. Despite this confirmation, both KeyBank customer service and branch refused to issue the promotional bonus, citing that the account was not opened online and that the account had been closed prior to payout. 

The XXXX XXXX letter provided a contact phone number for further assistance. I attempted to call this number multiple times and left three voicemail messages on Wednesday of the prior week, none of which were returned. I then contacted KeyBank customer service again and was instructed to return to the branch. 

On XX/XX/XXXX, I returned to the branch and spoke again with XXXX XXXX. He stated that he could only make a copy of the XXXX XXXX letter and later called me to suggest leaving another voicemail at the same XXXX XXXX phone number. When I informed him that I had already left multiple messages without response, he stated that there was nothing further he could do. 

As a result, I have exhausted all reasonable efforts to resolve this issue directly with KeyBank and have been left without a functional escalation path. 

This complaint is about KeyBanks failure to properly apply a promotion due to branch employee error, the provision of contradictory information by multiple KeyBank representatives, and the banks refusal to correct the issue despite acknowledging that eligibility requirements were met. 

I respectfully request CFPBs assistance in requiring KeyBank to : 1. Honor the {$300.00} promotional bonus that I qualified for in the form of check or XXXX ; and 2. Provide a clear, written explanation addressing why customer reliance on branch employee guidance is not protected and why confirmed eligibility was disregarded. 

Thank you for your assistance.

Company response to consumer: Closed with explanation