Business Profile

Bank

KeyBank

Headquarters

Complaints

This profile includes complaints for KeyBank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

247 total complaints in the last 3 years.
87 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello! I would like to ask for your help because I believe that my rights as a customer have been grossly violated by the bank. The thing is, I had a problem with an online purchase. I mistakenly made a transaction on a suspicious website and immediately reported this error to the bank before the transaction was processed. The employee handling this issue assured me that he would resolve the problem as is customary in such situations.
As I assumed the website on which I tried to make a purchase turned out to be a fraud and simply stole my personal and payment data and using this tried to dispute using the stolen data. In this regard, the bank repeatedly withdrew from me the disputed amount despite the fact that I never received any goods from the scam seller. After that I personally came to the bank to solve this problem, but the employee dealing with this issue told me that it is my fault and he can not help. As far as I know I have the right to dispute any purchase while it has the status of processing especially if I suspect it's a scam. and I believe that the employee was just negligent in his work and did not perform the necessary actions.
I do not believe that I should be financially responsible for the terribly negligent and irresponsible attitude of bank employees to such a serious situation and I ask for your help, I believe that my rights have been grossly violated by the bank at least, as for the fraudulent seller I understand that it is pointless to try to get in touch with them.
You can also find all the additional information you need in the documents I have attached.
I wish you a good day and really hope for your help!
Business Response
Date: 07/29/2025
July 29, 2025

Better Business Bureau
Attn: *** *****
**** ****** ******* *** *****
********** ** **********

RE: **** *******
BBB Case No. ********
Key Case No. ******

Dear Jen:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ****
******** KeyBank is committed to providing ease, value, and expertise to our clients. On July 29, 2025,
KeyBank responded to **** ********* concerns in writing. I have enclosed a copy for your review.

KeyBank values their feedback and the opportunity to address their concerns with quality and integrity. If
I can be of further assistance, please contact me, citing the case number above, at **************. For
clients using a TTY/TRS device, ****** **** ***. We are available Monday through Friday from 8am to
5pm Eastern Standard Time.

Sincerely,

****** **
Enterprise Client Relations
Office of the President
Customer Answer
Date: 07/29/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.

Regards,

**** *******
Initial Complaint
Date:06/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called my bank to dispute a transaction about a purchase of a vehicle that I didn't obtain or receive. I informed my bank that I didn't purchase the vehicle and requested my deposit of 3500 dollars back from the dealership but they refuse to send my deposit back. I informed Key bank that the vehicle in question was for 28,000 dollars to finance but was listed online for 16,000 dollars and I couldn't afford that and didn't go through with financing the vehicle through ****** ******* bank. I also informed them when you finance a vehicle you have no choice but to register and insure vehicle. Their is no record with the DMV of me registered or titled to the vehicle that I didn't purchase. Key bank didn't do diligence fraud investigation and returned my deposit back to the dealership that frauded me and took my money for merchandise I didn't receive
Business Response
Date: 07/02/2025
Dear ******** ******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with the Better Business Bureau
and the ******** ********* ********** ****** ******. Please be advised that upon completion of our
investigation, KeyBank will provide a written response to the ******** ********* ********** ****** and a copy
will be sent to you regarding your concerns.

We appreciate the opportunity to respond to your concerns. If I can be of further assistance, please contact me,
citing the case number above, at **************. For clients using a TTY/TRS device, please Dial ***. We are
available Monday through Friday from 8am to 5pm Eastern Standard Time.

Thank you for allowing us to serve your banking needs and contribute to your financial wellness.

Sincerely,

******* **
********** ****** *********
Office of the President
Initial Complaint
Date:06/13/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed a **** ******* *** at my KeyBank local branch on June 21 2024.
I am still being charged and receiving bills in the mail 1 year later, I have spoken to local branch manager 4 times since inquiring why/asking to resolve but as of 6.13.2025 the account is still open/active (spoke to local branch directly to confirm still open)

Attached; Agreement with pg2 showing termination and date, pg3 one of bills received, not current one since started to throw away, pg4 June2025 **** *** *** agreement received because acct still active.
Customer Answer
Date: 07/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I still received another bill/invoice dated July 2 2025 despite the account being closed.
Invoice attached.

Regards,

**** *******

Business Response
Date: 07/15/2025
July 15, 2025

Update for your ****** ******* *** account ending in **** (“Account”)

Dear ****,

We’re following up on a recent concern you filed with the Better Business Bureau (BBB) regarding your
Account closure request. We regret the frustration this matter has caused you, and we appreciate you
bringing it to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a summary of the findings that determined our decision.
After a thorough review, we confirmed that during your visit to our branch in June 2024, you completed
and signed the necessary documentation to close your ****** ******* *** ******* account.
Unfortunately, due to an administrative oversight, the closure was not fully processed in our system. We
sincerely apologize for this error. We understand the inconvenience this may have caused, especially as
you continued to receive charges for an account you believed was closed. Upon your return to the branch
in June 2025, our current branch manager promptly investigated the matter and completed the closure of
your *** account as of June 13, 2025. To help make this right, we have removed the charges from your
account in the amount of $63.85 that were incurred due to this oversight. We truly value your relationship
with KeyBank and appreciate your patience and understanding.

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at ************, Monday through
Friday from 8 am to 5 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
? BBB Case #: ********
? KeyBank Case #: ******

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

Business Response
Date: 07/24/2025
Dear ****,

We’re following up on a recent concern you filed with the Better Business Bureau (“BBB”) regarding your
Account closure request. We regret the frustration this matter has caused you, and we appreciate you
bringing it to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a summary of the findings that determined our decision.
We acknowledge that your complaint was reopened with the Better Business Bureau due to an account
statement you received dated July 2, 2025. We would like to provide clarification regarding the timeline
and resolution of your **** ******* *** ******* account closure. Our records confirm that the branch
submitted the account for closure on June 13, 2025. Following our initial response, a statement dated July
2, 2025, was generated, and sent to you. This occurred due to a credit being applied to the account,
which inadvertently reopened *** *** and triggered the statement. We sincerely apologize for any
confusion this may have caused. Please be assured that the account has since been credited, all charges
waived, and the *** was officially closed as of July 9, 2025, once the branch received notification of the
statement.

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at ************, Monday through
Friday from 8 am to 5 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
? BBB Case #: ********
? KeyBank Case #: ****** and ******

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

Customer Answer
Date: 07/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.

Regards,

**** *******
Initial Complaint
Date:06/10/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I CLOSED OUT ALL MY ACCOUNT ABOUT TWO MONTHS AGO. I RECIEVED A CALL FROM THEM A MONTH AGO STATING I HAVE A BALANCE DUE BECAUSE OF SERVICE FEES THAT HAVE ACCUMULATED.
LAST WEEK I GET A NOTICE IN THE MAIL STATING I HAVE BEEN SENT TO COLLECTIONS WITH A CHARGE OFF.
I HAVE CONTACTED THEM TWICE, TELLING THEM I CLOSED OUT MY ACCOUNTS AND THEY HAVE SIMPLY STATED THAT I DIDNT CLOSE OUT THE ******** AND OWE FOR SERVICE FEES.
I TOLD THEM I REQUESTED ALL MY ACCOUNTS TO BE CLOSED, AND THEY ISSUED ME A CASHIERS CHECK.

THANK YOU,
JEFF
Business Response
Date: 06/30/2025

We’re following up on a recent concern you filed with Better Business Bureau (BBB) regarding the closing
and incorrect reporting of your account. We regret the frustration this matter has caused you, and we
appreciate you bringing it to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a brief recap of the details:
? 03/20/25: You visited the **** ******* branch, closed your Key ****** ***** ****** *******
account, and reduced the balance of your Key ********* ****** ******** ******* to zero by
withdrawing $100.08.
? 03/31/25-04/30/25: A total of $100.00 in maintenance service fees was assessed to the Key
********* ****** ******** account.
? 05/30/25: The Key ********* ****** ******** account was charged off with a negative balance of
$100.00.
? 06/23/25: The **** ******* branch submitted payment in the amount of $100.00 to fully satisfy
the charged-off balance.

For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.

Here’s a summary of the findings that determined our decision.
As a result of these findings, we’ve determined that when you visited the **** ******* branch your
intentions were to close the Key ********* ****** ******** account. Unfortunately, the branch failed to
assist you in completing your request and as a result the Key ********* ****** ******** account
wrongfully charged off. Please know this has been addressed internally with the appropriate personnel. To
rectify the situation, the branch submitted a payment of $100.00 to pay off and close the charged-off
balance. A cease and desist has been placed on the account while the payment is being processed. We
apologize for any frustration or inconvenience this may have caused you.

Furthermore, attempts were made to review your interactions with our customer service department;
however, due to recording errors, those efforts were unsuccessful. We regret this limitation and appreciate
your feedback, which is vital in helping us improve our service delivery.

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at ************, Monday through
Friday from 8 am to 5 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
? BBB Case #: ********
? KeyBank Case #: ******

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

****** **
Enterprise Client Relations
Office of the President


Customer Answer
Date: 07/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.

Regards,

**** ***
Initial Complaint
Date:05/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm a very low income and a single mother that struggles to make ends meet already. I made an honest mistake by trying to mobile deposit a check I didn't no would be a problem. I went to the bank and resolved the issue and it should have stopped the investigation. Instead they told me I couldn't withdraw money I already had in a separate account before the check was attempted to deposit into a different account. I sat with a banker for over 45 mins with a sleeping 2 year old in my lap waiting to talk to fraud department and figure out why I still couldn't withdraw my money when I had talked to fraud department the day before that told me I would be able to that next day. ( So the day I was there.) They had me fill out a statement stating that there was nothing fraudulent and was an honest mistake that I was unaware about and I didn't attempt to try and cash it again and I went with the other party to the bank and found out that the checks bank had insufficient funds so I then gave the other party the check back in front of the banker. I had been on the phone with them 5 times and got different answer. I ran out of gas on the way home from the bank I'm unable to do anything without having access to my account. I cant use my ***** or my paycheck and have been without any money during investigation. I'm about to have my license suspended because I can't get to my money to be able to pay it.This investigation is unnecessary and causing major hardship in my life right now making things very difficult and hard on my self and my children. My ***** also is deposited into my account also and my car was in pounded the day I left the bank and wouldn't let me withdraw my money so I ran out of gas with a toddler and with no help it was impound before I made it back. Thankfully since I have *** they worked with me and allowed me to get my car back for a very low fee. Sadly that was the only money I had left that wasn't in my bank so I've been struggling really hard since then.
Business Response
Date: 06/20/2025
June 20, 2025

Key Smart ******** account ending in ****
Key Smart ******** account ending in ****


**** ********,

We’re following up on a recent concern you filed with the Better Business Bureau regarding the
Accounts. We regret the frustration this matter has caused you, and we appreciate you bringing it to our
attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a brief recap of the details:
? 5/6/2025: The ******** account **** received a third-party check deposit via mobile banking for
$300.00.
? 5/7/2025: The enclosed letter was mailed to inform you that due to suspected fraudulent activity
detected on your account ending in ****, a temporary restriction has been placed on the account
while our fraud team investigates the activity.
? 5/8/2025: The third-party check deposit for $300.00 charged back due to insufficient funds. The
enclosed chargeback notice dated May 8, 2025, was mailed to you.
? 5/12/2025: The enclosed letter was mailed to inform you that due to suspected fraudulent activity
detected on your account ending in ****, a temporary restriction has been placed on the account
while our fraud team investigates the activity.
? 6/2/2025: The restriction was temporarily removed from the ******** account **** on June 2,
2025, to allow you to withdraw $693.00 from the account. Due to the restriction being placed
after the withdrawal was completed, restriction letters were generated on June 2, 2025.
? 6/16/2025: The ******** account ending in **** and ******** account ending in **** were
closed.

For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to this
concern. Please refer to the list of enclosures at the bottom of this letter.

Here’s a summary of the findings that determined our decision.

©2024 KeyCorp. KeyBank Member FDIC.

As a result of these findings, we’ve determined that the account restrictions were appropriately placed
according to the Deposit Account Agreement and Funds Availability Policy, as the deposited check was
not payable to you. Section 3 states, in part “All deposits you make are subject to ‘proof’ by us. This
means we reserve the right to review the cash, checks or other items deposited to confirm the amount of
the deposit and that all checks and other items are properly payable…If a check or other item was not
properly payable, we can decline to credit your Account for the amount of the check or other item.”

The enclosed letters were mailed to you to inform you that upon review of the Accounts, activity and/or
information has been identified that is not in accordance with our current Deposit Account Agreement and
Funds Availability Policy. The letters stated that as a result of our investigation, KeyBank intends to
discontinue this business relationship, and the referenced accounts will be closed. All associated ATM
cards and debit cards will be cancelled. Pursuant to the Deposit Account Agreement and Funds
Availability Policy, Section 16 states, in part, “We reserve the right to close any or all of your Accounts at
any time for any reason whatsoever…”

The ******** account ending in **** had a balance of $0.33 remaining and the ******** account ending
in **** had a balance of $0.00 when they were closed on June 16, 2025. An Official Bank Check in the
amount of $0.33 was mailed on June 17, 2025, to the address on file.

Additionally, our review of your interactions with the Port Orchard indicated that you were appropriately
assisted.

Regarding your request for reimbursement of fees you claim to have been charged from a third party, we
are unable to honor this request as we have found no errors with the account restriction. The only
KeyBank fee charged to the account during this time was a $2.00 fee for the mobile deposit, which we are
unable to refund due to lack of bank error.

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at ************, Monday through
Friday from 8 am to 5 pm ET. (**** *** *** *******.) Please be sure to have the following information
on hand when you call:
? BBB Case #: ********
? KeyBank Case #: ******

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

******** **

******** **
********** ****** *********
Office of the President

Enclosures
Restriction Letter dated May 7, 2025
Chargeback Notice dated May 8, 2025
Restriction Letter dated May 12, 2025
Initial Complaint
Date:05/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
’m writing to formally request immediate resolution regarding the non-delivery of four gift card redemptions totaling 125,000 points from my Key Rewards account. These redemptions include:

$100 ****** Gift Card – 50,000 points (Order #**********)

$100 ** **** Gift Card – 50,000 points (Order #**********)

$25 ****** ******** ***** Gift Card – 12,500 points (Order #***********

$25 ******* Gift Card – 12,500 points (Order # included in redemption history)

All items were to be delivered via US First Class Mail, but none of them were ever received.

I have now contacted the Rewards Center four separate times, spending 30+ minutes on hold each time, and have yet to receive:

Replacement gift cards

A points re-credit

Any clear resolution or accountability

This was my first time redeeming rewards and the experience has been frustrating, time-consuming, and disappointing. I’ve attached screenshots of all redemption confirmations as proof.

I am requesting one of the following:

Reissue of all gift cards, OR

Full re-credit of 125,000 points to my Key Rewards account

I would appreciate confirmation within 5 business days, and kindly ask that this be escalated if necessary. I’ve been a loyal customer and would prefer to resolve this amicably and directly.

Thank you for your time and prompt attention to this matter.
Business Response
Date: 06/18/2025
Please see attached.
We’re following up on a recent concern you filed with the Better Business Bureau (the “BBB”) regarding
rewards redemption. We regret the frustration this matter has caused you, and we appreciate you bringing
it to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a brief recap of the details:
? 4/14/2025: Rewards were redeemed for gift cards.
o Dick’s Sporting Goods $25.00 – 12,500 points.
o TJ Maxx $100,00 – 50,000 points.
o Target $100.00 – 50,000 points.
o Sephora $25.00 – 12,500 points.
? 5/12/2025: Customer service directed you to the KeyBank Rewards Center.
? 5/23/2025: Customer service directed you to the KeyBank Rewards Center again.
? 6/9/2025: We received your concern.
? 6/17/2025: You were credited back the 125,000 rewards points to be used towards cash back or
virtual gift cards. These rewards are temporary and will expire on 7/17/2025.

For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.

Here’s a summary of the findings that determined our decision.
In review of your concern, we determined that you were not provided with the appropriate service. Please
accept our apologies for not delivering the simple and clear banking solutions you deserve and be
assured we have addressed this internally with the appropriate personnel. Redeeming rewards should be
an exciting event, not a frustrating and time consuming one. As a courtesy, we are providing a temporary
credit to the account of 125,000 points; expiring 7/17/2025. These points should be used towards cash
back or virtual gift cards as an alternative to the physical gift cards. In addition, the KeyBank Small
Business Cardmember Agreement states under the KeyBank Rewards Program Terms and Conditions
section VIII. 4. “KeyBank and participating suppliers are not responsible for replacing lost, stolen or
expired gift certificates/gift cards.”

©2024 KeyCorp. KeyBank Member FDIC.

Furthermore, your relationship manager is a resource if you need further assistance with your Credit Card.
We are providing his contact information below for your convenience.

****** *******
Branch Manager
**************
******** ******
*** **** ******
********* ** *****

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at **************, Monday through
Friday from 8 am to 6 pm ET. ***** *** *** *******.) Please be sure to have the following information on
hand when you call:
? BBB Case #: ********
? KeyBank Case #: ******

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

****** **
****** **
********** ****** *********
Office of the President

Enclosures
KeyBank Small Business Cardmember Agreement
Initial Complaint
Date:05/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally dispute KeyBank’s conclusion that “no error occurred” in the fraud case I reported on March 25, 2025, and to file a complaint regarding the bank’s inadequate investigation. Despite providing valid identification and a sworn statement, I was met with poor communication, flawed processes, and no resolution.

After being locked out of my account, I contacted customer service and was referred to the fraud department, which then directed me to my local branch. There, staff confirmed unauthorized ATM withdrawals and deposits. I identified the transactions as fraudulent and followed instructions to escalate the matter. Despite my cooperation—including submitting government-issued IDs and a written statement—KeyBank closed the case without reviewing ATM surveillance footage, verifying my IDs, or comparing check signatures.

This represents a clear failure in investigative diligence, customer service, and fiduciary duty. I have experienced ongoing emotional and financial stress as a result, compounded by repeated misinformation and a lack of accountability.

I am requesting an immediate re-investigation, reimbursement of funds, a written apology, and a full explanation of why proper steps were not taken. If these concerns are not addressed within ten business days, I will escalate the matter to the CFPB, OCC, BBB, and my State Attorney General, and will consider legal action.

KeyBank’s mishandling of this case has seriously damaged my trust. I ask that you address this matter with the seriousness and transparency it deserves.
Business Response
Date: 06/16/2025
Dear **********

We’re following up on a recent concern you filed with the Better Business Bureau (“BBB”) regarding your
checking account. We regret the frustration this matter has caused you, and we appreciate you bringing it
to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a brief recap of the details:
? 3/10/2025: You opened your account online with a funding transfer of $30.00.
? 3/14/2025: Your debit card was ordered.
? 3/24/2025:
o Your debit card was received and activated.
o A check deposit of $750.00 was made at the Spanaway branch ATM.
o A withdrawal of $120.00 was made at the same ATM.
? 3/25/2025:
o A check deposit of $1,500.00 was made at the Spanaway branch ATM.
o You were notified the account was restricted due to suspected fraudulent activity.
o Your debit card was blocked.
o After speaking to customer service, you were referred to visit the branch with photo
identification to verify your identity.
o You went to the 152nd & Meridian branch and were advised to call to report the fraudulent
activity.
o You called again and were advised to fill out a sworn statement at the branch.
o Your debit card was closed.
? 3/27/2025: We sent you notices that the two checks were appropriately placed on an extended
hold.
? 4/1/2025: We sent you a notice that the two previously deposited checks were charged back as
refer to maker.
? 4/4/2025: You were again advised to complete a sworn statement at the branch.
? 4/7/2025: The sworn statement was submitted by the branch.
? 4/8/2025: You called for an update and were advised the sworn statement was under review
which could take 30 days.
? 4/23/2025: A dispute was submitted for the initial three transactions from 3/24/2025 and
3/25/2025.

? 4/30/2025: You were notified by mail that the disputes were denied as no error occurred and the
transactions processed appropriately.
? 5/5/2025: You were notified that we would be discontinuing our banking relationship.
? 5/7/2025: Your account was closed.

For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.

Here’s a summary of the findings that determined our decision.
As a result of these findings, we’ve determined you were misinformed that the restriction was specifically
related to your identification. I assure you that we have since addressed this error internally with the
appropriate personnel. In addition, there was a delay with the submission of the transaction disputes. We
have also addressed this issue with the appropriate personnel. Furthermore, we determined that the delay
would not have changed the outcome of the dispute claims or the subsequent closure of your account.
The fraud investigation was properly completed, and the outcome of the dispute claims remain the same.

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at **************, Monday through
Friday from 8 am to 6 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
? BBB Case #: ********
? KeyBank Case #: **

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

****
****** **
Enterprise Client Relations
Office of the President

Customer Answer
Date: 06/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

See attached

Regards,

********* ****

Business Response
Date: 06/26/2025

Enterprise Client Relations
127 Public Square
Cleveland, OH 44114

********* ****
**** ***** ** *

********* ** **********


June 25, 2025

Update for your Key Smart Checking account ending in ****


Dear **********

We’re following up on a recent concern you filed with the Better Business Bureau (“BBB”) regarding your
checking account. We regret the frustration this matter has caused you, and we appreciate you bringing it
to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a summary of the findings that determined our decision.
In reviewing your concern, we determined that we previously responded to your concerns on June 16,
2025. Please be advised, the initial findings have not changed, and our response remains the same. We
have enclosed the response for your convenience.

For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to this concern.
Please refer to the list of enclosures at the bottom of this letter.

We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at **************, Monday through
Friday from 8 am to 6 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
? BBB Re-Opened Case #: ********
? KeyBank Case #: ******

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.

Kind regards,

****** **
****** **
********** ****** *********
****** ** *** *********

***** ******** ******* ****** *****

Enclosures
Written Response Packet dated June 16, 2025
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had contacted them about paying off my car loan a month early. So, they gave me a number (that included pay off fees and whatnot) and what information they needed on the check or money order. That amount was $450.23. I went to my bank on 3/8/25 received a money order, filled it out as requested and sent it same day via USPS. Between then and current day (3/27/25) I’ve reach out at least 8 times in regards to an update as their automated system stated I still owed (now having a late fee for “missing” the current month’s payment). Each time I called to inquire the receipt of the payment, they continually told me they did not receive it and to wait a few more days. Today, I received a call from my bank stating they received this money order back again with something stating that information was missing from the money order.
I called Key bank and spoke, yet again, with a representative and then to a manger who continued to tell me I now have a late fee and a daily interest fee since they did not receive my payment when expected.
I was never contacted about this money order when they actually received it so it could get resolved. I was always told “we never received it.”
Business Response
Date: 04/10/2025
We’re following up on a recent concern you filed with the Better Business Bureau regarding the payoff for
your account. We regret the frustration this matter has caused you, and we appreciate you bringing it to
our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a brief recap of the details:

? 2/28/2025: You were provided a payoff quote in the amount of $450.23 good through 3/14/2025.
? 3/20/2025: A late fee in the amount of $4.34 was assessed to your account.
? 3/28/2025: We received a wire payment in the amount of $450.23. The late fee of $4.34 was
waived automatically and your account was paid in full. A paid in full letter was mailed to the
address on file.
? 3/31/2025: The lien on the vehicle was released.

For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we were unable to locate a money order sent to KeyBank, by you, for
$450.23. As a result, we did not receive your March 2025 payment, and a late fee was appropriately
assessed to the account. As a gesture of goodwill, the late fee was waived on March 28, 2025. We did,
however, find room for improvement regarding the information you were provided at the time you
requested your payoff. We apologize for any inconvenience or frustration this matter may have caused.
Please be advised this has been addressed internally with the appropriate personnel.
Your account is now considered paid in full and closed. The lien for your vehicle was released on March
31, 2025, and your title was electronically sent to the Pennsylvania Department of Motor Vehicles.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at ************** Monday through
Friday from 8 a.m. to 6 p.m. ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information
©2024 KeyCorp. KeyBank Member FDIC.
on hand when you call:
Customer Answer
Date: 04/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.

Regards,

***** ****
Initial Complaint
Date:03/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The following case has taken place between the timeframe of April and July, 2024.

My check had been intercepted/stolen on its way to pay the credit card bill
to ***** **** Services April, 2024.

My check was washed, re-written, forged, and cashed to a scammer.

All the information on the check had been altered, including the pay to the order of,
the amount (was raised), the signature changed, the memo, and the date.

The handwriting on the check is obviously not the same as mine.

In my opinion, KeyBank, who accepted this clearly altered check,
could reflect conduct falling outside of normal standard of use.

In continuation, with no courtesy text or phone call, KeyBank allowed my forged
personal check for $4661.39 to be cashed by a thief at KeyBank.

At that point in time, KeyBank was in the best position to avert the wrong.

I contacted KeyBank literally within 5 minutes of figuring this out.
However, it took over 30 days for me to figure out i had been a victim of
fraud.

KeyBank will not reimburse my loss.
Their "30 day policy" allows the fault to be mine.

I am seeking the relief of $4661.39. This is the exact amount of my forged check that KeyBank
cashed to a scammer, and will not reimburse. They have formally refused my request
twice.

Documents uploaded include:
NYS Banking Association fraudulent banking rules and law.
Copy of my altered/forged check
Refusal letter from KeyBank
KeyBank Notarized Affidavit form pages 1-6
**** ********** *** ****** ***** ************ ****** ****** ****** *********
Thank you for your consideration in this matter* ******* *******

----------
K****** *** **** ** *********** ** ********** ************ ****** ******** **** ******* ******* ***** ********** ************
Business Response
Date: 03/19/2025

We’re following up on a recent concern you filed with the Better Business Bureau regarding your
Checking Account. We regret the frustration this matter has caused you, and we appreciate you bringing it
to our attention.

Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.

Here’s a brief recap of the details:

? 4/22/2024: A check (# ****) in the amount of $4,661.39 and dated April 22, 2024, was processed
against the Checking Account.
? 7/18/2024: A check (# ****) in the amount of $6,408.03 and dated July 14, 2024, was processed
against the Checking Account.
? 7/30/2024: You informed KeyBank that the above checks were not authorized. As a result of the
report, an investigation into the checks was opened.
? 8/15/2024: The claim for the first check (# ****) was denied.
? 8/16/2024: The claim for the second check (# ****) was approved and the full amount of the
check was credited to the Checking Account.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we were unable to find any errors with the decisioning of the check fraud
cases. As stated in Section 10 of the enclosed Deposit Account Agreement and Funds Availability Policy:
You must notify us as soon as possible after receiving your Account statement if you believe there
is an error or irregularity of any kind, including any unauthorized transaction or signature, lack of
signature or alteration. You agree that thirty (30) days after we mailed a statement (or otherwise
made it available to you) is a reasonable amount of time for you to review your Account statement
and report any errors or other irregularities.
That same section also states:
You agree that failure to report any error or irregularity in writing within thirty (30) days after we
mailed your statement (or otherwise made it available to you) shall preclude you from recovering
any amounts from us.
As you failed to notify us within 30 days of the unauthorized processing of the first check, we were unable
Customer Answer
Date: 03/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The KeyBank response was a duplicate of what we have received already.

We, as 30+ year loyal KeyBank customers failed to seek out and find any criminal activity that could have happened in our account within a 30 day time period.

Long before we were found at fault, we believe that KeyBank had the best chance to avoid this fraud in the first place at the local branch where they allowed our check to be cashed.
We understand from a meeting with the branch manager that our check was cashed in person at a branch.
This could very well be a banking error on KeyBank.

(In our previous uploaded file)
NYS banking law states, "A drawee Bank who accepted a clearly altered check could reflect conduct falling outside of the normal standard
of care."

Our check that had been stolen, washed, re-written to a false person, and for a larger amount $4661.39, was not like any other of our
hundreds/thousands of checks that had been written from our account over the past 30 years. The handwriting was off, and it followed none of our previous 30 year banking habits.

Those are 2 solid pieces of evidence to state our case.
Banks are responsible for protecting customer accounts and have measures in place to prevent fraud.

At that time, before any crime was committed, KeyBank was in the best position to avoid any fraudulent activity whatsoever, simply by following normal NYS banking law check cashing standards.

If we to fail in our final rebuttal, we ask to obtain from KeyBank all photo/video evidence inside and outside of the branch of the criminal who they cashed our check with a false ID to. We will take this evidence and add it to our East Greenbush Town police report so we may be be able to continue our efforts in restitution.

Thank you,
***** * ******* *******

Business Response
Date: 04/02/2025
Dear K**** *** *******,
We’re following up on a recent concern you filed with the Better Business Bureau and the *** **** *****
****** of the ******** ******* regarding your Key Express Checking Account ending in **** (“Account”).
We regret the frustration this matter has caused you, and we appreciate you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
We have previously responded to your concern in KeyBank Case # 2RUJQF. I have enclosed our
previous response for your reference, and our response remains the same. We were unable to find any
error with the decisioning of the check fraud case. Section 10 of the Deposit Account Agreement and
Funds Availability Policy states, “You must notify us as soon as possible after receiving your Account
statement if you believe there is an error or irregularity of any kind, including any unauthorized transaction
or signature, lack of signature or alteration. You agree that thirty (30) days after we mailed a statement (or
otherwise made it available to you) is a reasonable amount of time for you to review your Account
statement and report any errors or other irregularities.” That section also states, “You agree that failure to
report any error or irregularity in writing within thirty (30) days after we mailed your statement (or
otherwise made it available to you) shall preclude you from recovering any amounts from us.” As you
failed to notify us within 30 days of the unauthorized processing of check # ****, we were unable to
provide any credit for check # ****.
It cannot be substantiated that the ********** ****** ***** branch advised that the check was cashed,
in-person at a KeyBank branch. Check # **** was negotiated at ******** ****** I have enclosed an
image of the check for your reference.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

If you need further assistance, I’m happy to help. Simply contact me at 800-625-3256, Monday through
Friday from 8 am to 6 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:

Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.
Initial Complaint
Date:03/04/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I deposited a federal treasury of the United States government check and was told because of fraudulent government checks they cannot release the funds But they cast a smaller check from the federal treasury of the United States government check with the same account number and the check cleared just because it was for $56 and not 5000 when I called today. I asked to speak to a manager of the branch Customer service telephone line stated they will be connecting me with a manager from the branch after shortly making my complaint about the federal government and it not clearing and my expiration of the hole is today and KeyBank was open Thursday, Friday, Saturday, Monday, Tuesday it’s five business days. Your business is open for five days. The woman explained to me she’s just an associate and not a manager, I called back to speak to acustomer service rep. I asked for a manager & This manager cut me off. His name was Raul. I asked to speak to his manager. I keep getting the runaround about where these managers are the day I asked to check I askedfor a manager nobody was there today. I call no manager again. If this was a personal check, I completely understand the whole if I only cashed one federal treasury United States government check I understand the hold, I deposited two checks one for $56 which cleared immediately and another one for 5000 it was told no we have to put this on hold due the amount and because of some overdraft that I recently had Each employee in each manager the one from the customer service line both told me we have to look out for fraudulent checks so we can’t just the funds then why did you cash the first check with the same exact routing and account number on it it cleared just fine I don’t understand when I ask for a manager the first time why I didn’t get to speak to one I also don’t understand when I to speak to Raul‘s manager there’s no one on the floor. I just want my funds released so I can close my account and find a better bank
Business Response
Date: 03/13/2025
We regret the frustration this matter has caused you, and we appreciate you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. share the
results of our investigation with you.
this concern. Please refer to the list of enclosures at the bottom of this letter.
ined that you deposited two checks in our branch on February
26, 2025. There was a hold appropriately placed on your deposit of $5,120.52 In accordance with Key's
Deposit Account Agreement and Funds Availability Policy, section 6, "In addition, funds you deposit by
check may be delayed for a longer period under the following circumstances, You have overdrawn your
account repeatedly in the last six months" The funds were made available to you according to the hold
notice provided to you at the time of deposit being first business day after March 4, 2025, the hold
expiration date. We have researched your additional concerns and have reviewed your Interactions with
our Contact Center agents, it was determined no error was found In the service or Information provided to you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.

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