Consumer complaint received 2025-06-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: KEYCORP
State: NY

Complaint narrative:
On XX/XX/XXXX, I was contacted by Key Bank for a fraud alert on my XXXX  card ( attached to my XXXX  account ). I called them that evening and was transferred to someone in their fraud department. There were several purchases made on my account through XXXX XXXX {$750.00}, {$760.00} and another for {$760.00}. Another purchase was blocked by the bank for the high amount of money being withdrawn. My XXXX  card was immediately blocked and I contacted the XXXX Police XXXX. to file a police report which was completed late that evening. The following morning ( XXXX ), my husband and I went to Key Bank in person and spoke to a customer representative, XXXX, explaining what happened. She was able to see on her computer these were fraudulent transactions and I was assured it would be credited back and a new card was coming. When I arrived home, I contacted XXXX XXXX XXXX where we are members. I explained the situation and was told a representative would be in contact with me on Monday ( it was the weekend ). Within a week, I was sent a letter by Key Bank that my account would be credited for {$750.00} but the other XXXX purchases were still under investigation. A letter followed from Key Bank that said the other XXXX purchases from XXXX were not fraudulent and I was responsible. XXXX XXXX contacted me on XX/XX/XXXX, XXXX. On the XXXX of XXXX, we held a XXXX way phone conference with XXXX XXXX from XXXX, a Fraud representative from Key Bank and my husband and XXXX XXXX had asked for specifics as to why the XXXX amounts of {$760.00} were denied. Key Bank said they would reopen it if I provided them with a police report which I did on XX/XX/XXXX, and I also sent a copy to XXXX. My husband went to a Key Bank branch on XXXX XXXX XXXX XXXX, NY ) on XX/XX/XXXX and spoke to XXXX, a customer service representative. He explained our situation and XXXX  at hearing nothing from the bank. On XX/XX/XXXX, XXXX contacted my husband saying the police report should help and someone from Key Bank would reach out via phone to my husband giving an update within XXXX days. No one reached out, but XXXX had scheduled another phone conference with us on XX/XX/XXXX for updates and determined that we needed to schedule another XXXX way phone conference with her, Key Bank and my husband and I for XX/XX/XXXX. In the meantime, my husband spoke with XXXX at the XXXX XXXX XXXX bank and he was told they were still investigating. On XX/XX/XXXX, my husband saw that a provisional credit was placed in my account for XXXX transactions of {$760.00}. Today is XX/XX/XXXX, and we called Key Bank XXXX XXXX. They said this is still under investigation and the money XXXX be taken back by them if they feel I made the purchases. This phone call lasted for XXXX minutes ( vs the XXXX min phone calls in the past ) with no headway made or resolution. The fraud department was not able to explain any reason for denial despite the fact I did everything that was asked and included the police report. We have spoken to XXXX at XXXX letting her know updates and that we XXXX need another XXXX way phone conference. We are incredibly XXXX at the poor customer service and no longer feel safe keeping our substantial XXXX/money at Key Bank XXXX We are hoping for a resolution as quickly as possible as this has dragged on for several weeks.

Company response to consumer: Closed with monetary relief