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 ComplaintThe 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:11/13/2024
Type: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 settlement check with the bank on 11-11. When I deposited the check, I was never notified that I would not be able to access my funds immediately. When I called in to the bank, I was told I would be able to access them with in 24 hours. Then after the 24 hours, they were released then pulled back again leaving my account in the negative of $-296. When I called into the Mansfield ohio office, they told me to the call the Beachcroft office, where I deposited the check, so I did. Kamal the office manager stated the back office refused to released to the funds or any of the funds because they felt the check was fraudulent. Which was insane! It came from my attorneys office which they could have called and verified but they were too lazy to call and verify. Then they told me I had to wait until 11-20 to access any of my funds which is unacceptable. They were not willing to work with me at all.
Business Response
Date: 12/03/2024
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating experience
you’ve had and would like to share the results of our investigation.
On November 11, 2024, you deposited a check at the Beechcroft branch for $10,292.84. The enclosed hold notice was
sent to the address on file to advise the funds from this deposit are being held due to concerns identified during the deposit
monitoring process. These funds were held in accordance with the Deposit Account Agreement and Funds Availability
Policy and the hold was released on November 19, 2024. Per section 6 of Part II Funds Availability Policy of the enclosed
Deposit Account Agreement and Funds Availability Policy it states in part, “We will notify you if we delay your ability to
withdraw funds for any of these reasons, and we will tell you when the funds will be available. They will generally be
available for withdrawal no later than the fifth business day after the day of your deposit.”
We apologize for any inconvenience or frustration this may have caused. We use client feedback, both positive and
negative, to reinforce or improve our delivery and servicing of client Accounts. We appreciate you bringing this to our
attention, and please be assured it has been addressed internally with the appropriate personnel.If I can be of further assistance, please contact me, citing the case number above, at **************. For clients using a
TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6 p.m. Eastern Standard Time.
Sincerely,
Trivia F.Initial Complaint
Date:11/11/2024
Type: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 opened an account on line with a promotional code to receive $300. Once certain amounts of deposits were made in a time frame. I received a call from the Layton branch stating I needed to come in and show proof of id and residency which I did. So apparently since I went in to show proof of who I am it wasn’t “done on line” so I didn’t qualify for the promotion. The lady I’ve been talking with at the Layton branch said she would correct this but was unable to do so. She said if I would have come to the branch and opened my account I would have gotten my promotion of $300. But the promotion clearly states you have to open the account on line to be eligible for this. So what the hell?? My son ****** **** also signed up for the promotion and of course he was denied also. I was told this was an error on their part not mine therefore I would receive the money. Nathan was denied for the same reason. This makes absolutely no sense to me what so ever!! Don’t promote these bonuses if you don’t intend to follow through with them!!!!!Customer Answer
Date: 12/11/2024
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating experience
you’ve had and would like to share the results of our investigation.
The Checking Account was opened on June 28, 2024, via Online Banking. On the same day, you were contacted by a
****** ***** branch employee for a Financial Wellness Review and based on that conversation, you agreed to visit the
branch that day to open the Savings Account. You were asked to bring identification as it was needed to open the Savings
Account. The request for identification was unrelated to the Checking Account that was opened via online banking.
We have no record of a promotional marketing code being entered at the time of the Checking Account being opened,
which was completed by you via Online Banking. Although the ****** ***** branch staff tried to assist you with adding a
marketing code, it was unsuccessful as the marketing code had to have been entered at account opening. We did not find
any evidence that a branch employee advised you would receive the offer if the account was opened at the branch, or of
being told this was a KeyBank error and that you would receive the offer. Our review found no bank errors.
Regarding your allegations that your son had a similar experience, Federal privacy regulations prohibit KeyBank from
providing any account information to a third-party without proper authorization.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6 p.m. Eastern Standard Time.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Vincenza H.Initial Complaint
Date:11/04/2024
Type: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 AM BEING HOUNDED CONSTANTLY WITH JUNK MAIL FROM THESE KEY BANK PEOPLE. I HAVE NO IDEA WHO THESE KEY BANK PEOPLE ARE NOR DO I HAVE ANY IDEA HOW THEY GOT MY PERSONAL INFORMATION. ALL I KNOW IS THAT I AM FORCED TO SHRED ALL THIS JUNK MAIL AS IT IS NON STOP SOLICITATIONS ABOUT OPENING AN ACCOUNT WITH THEM. I HAVE TRIED TO GET THEM TO REMOVE MY NAME AND ADDRESS FROM THEIR MAILING LISTS BUT THE JUNK NEVER ENDS. I WANT NOTHING TO DO WITH THESE KEY BANK PEOPLE AND I ALSO DO NOT WANT THEM TO SELL OR GIVE MY PERSONAL INFORMATION OUT TO ANY OTHER COMPANY OR ORGANIZATION. I WANT THE CONSTANT HARASSMENT OF JUNK MAIL ABOUT OPENING AN ACCOUNT WITH THEM TO STOP SO THAT I AM NOT CONSTANTLY HAVING TO SHRED ALL THEIR JUNK MAIL. I NEED THE BBB TO HELP ME GET THIS JUNK MAIL TO END.Customer Answer
Date: 11/21/2024
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *****Business Response
Date: 11/24/2024
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating experience
you’ve had and would like to share the results of our investigation.
Per your request, we have added your information to our internal do not mail list and you will no longer receive any
marketing communications from KeyBank. We sincerely apologize for any inconvenience or frustration this may have
caused. We use feedback, both positive and negative, to reinforce or improve our delivery and servicing and we appreciate
you bringing this to our attention.
If I can be of further assistance, please contact me, citing the case number above, at **************. For clients using a
TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6 p.m. Eastern Standard Time.Initial Complaint
Date:10/21/2024
Type: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.
A fraudulent mobile deposit occurred in my checking account at Key Bank and **** ***** closed my account without calling the Fraud department first which caused me to be "hot filled" at Chek Systems for a fraudulent mobile check, even though I never signed the check. He told me I did not owe Key Bank any money. I am demanding Key Bank send me a letter stating that I do not owe them any money and that this was a mistake by their employee not following their procedures so I can submit this letter to Chek Systems and have my record corrected because I can not even open up a bank account now. The signature on the back of the check is clearly not my signature.Business Response
Date: 02/07/2025
This letter is in response to your concern filed with the Better Business Bureau related to the Account. We regret the
frustrating experience you’ve had and would like to share the results of our investigation.
On August 16, 2024, a $971.35 check was deposited into the Account via the mobile app. A hold delaying the availability
of the funds from that deposit was placed in accordance with the Deposit Account Agreement and Funds Availability
Policy (“Agreement”). On August 20, 2024, that check charged back. For your convenience, please find the chargeback
notice enclosed. As a result of this deposit, on August 21, 2024, a restriction was placed on your Account. After an
investigation, as a result of the activity on the Account, we made the decision to exit our relationship with you and closed
the Account. Please find the closure notice enclosed.
Please be advised that you do not owe any balance from the Account. However, as disclosed within the Agreement, we
have reported your Account to ***** ******* ********* *** *******. To dispute the information we have furnished to
EWS, you can visit their website at **************************************************
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6 p.m. Eastern Standard Time.Initial Complaint
Date:10/20/2024
Type: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.
Key Bank Credit Card Fraud charges: 01-03-2024 $9.95 & 01-10-2024 $179.84. I called Fraud Dept on each of these dates. Reported to them that these were not my charges & not to let them go through, but didn't help me. Website for these charges: elegance glow hub.com and phone number on charges is: 866-271-1944. This phone is answered by a warehouse for purchasing Auto Insurance not glow hub. I've repeatedly at least monthly reported the Fraud without luck. I've been to local office and several times had them dial with same results Not Glow Hub. The Bank Manager even sees this is fraud but his supervisors declined to help.This $179.84 charge apparently was for 1 bottle of cream, I didn't do this. I don't carry a wallet so my credit card is in cell phone. I'm not permitted to use any creams unless doctors order. Due to Double Mastectomy, 3 surgeries, many treatments, procedures, testings,and doctor appts. The Bank Fraud Dept accused me of ordering on my computer, I don't have a computer and am 69 years old, this complaint filing has taken me all day and several days. They are charging me late fees and interest and have turned me to Collections. Yesterday my credit score went down 69 points and as of Nov 1 they went $276.81. PLEASE HELP ME, I've always paid card off every month.Business Response
Date: 11/19/2024
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
experience you’ve had and would like to share the results of our investigation.
On January 17, 2024, we received a dispute from you on the Credit Card totaling $189.79 for two (2)
transactions from the same merchant, a January 3, 2024, transaction for $9.95 and a January 10, 2024,
transaction for $179.84. We issued the Credit Card a $189.79 temporary credit, marked the Credit Card
lost, and rebooked it as the Credit Card ending in 6169 the same day. I have enclosed a copy of the
Dispute Confirmation Letter that was mailed to the address on file for your records.
On March 11, 2024, we notified you in the enclosed Dispute Approval Letter that we reviewed the
dispute you filed on January 17, 2024, and approved the January 3, 2024, transaction for $9.95, and the
previous $9.95 temporary credit became a permanent credit.
On March 26, 2024, we completed our review of the January 10, 2024, transaction for $179.84, and
notified you in the enclosed Dispute Denial Letter that unfortunately, we were unable to approve the
transaction due to conflicting information we had identified. The previous $179.84 temporary credit was
reversed form the Credit Card the same day.
We received a request to reopen the denied claim on April 12, 2024, and the enclosed Dispute Reopen
Request Letter advised that we will be reviewing the request and respond to you with our decision. On
April 15, 2024, we finished our review and notified you in the enclosed Dispute Reopen Denial Letter
that our determination to deny the January 10, 2024, transaction for $179.84 would remain due to
conflicting information being identified. You requested the documentation that was utilized in our dispute
decisioning, and on May 10, 2024, you were provided you with a copy of the Disclosure Statement and
Terms and Conditions for Electronic Fund Transfer Transactions in the enclosed Dispute Documentation
Letter. This was the incorrect documentation to send to you. We sincerely apologize for any
inconvenience or frustration this may have caused, and please be assured it has been addressed internally
with the appropriate personnel. The Account Agreement was the correct documentation. Per Section 17.
b., “After we finish our investigation, one of two things will happen: If we made a mistake: You will not
have to pay the amount in question or any interest or other fees related to that amount. If we do not
believe there was a mistake: You have to pay the amount in question, along with applicable interest and
fees. We will send you a statement of the amount you owe and the date payment is due. We may then
report you as delinquent if you do not pay the amount we think you owe.” I have enclosed the Account
Agreement for your records.
On June 26, 2024, we received another request from you to reopen the denied claim. The enclosed
Dispute Reopen Request Letter dated June 26, 2024, informed you that we will review and then respond
with our determination.
After reviewing again, we again made the determination that there was definite conflicting information
with the transaction and therefore the claim would remain denied. You were made aware of the denial in
the enclosed Dispute Reopen Denial Letter dated July 12, 2024.
Our review of the dispute decisioning found no error. We did not find evidence that we failed to assist
you appropriately. As of November 5, 2024, the Credit Card ending in 6169 is correctly reporting as sixty
days past the due date. Fees and interest are being accessed in accordance with the enclosed Account
Agreement.
Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act, which
prohibits furnishing any information to a credit reporting agency related to a consumer that KeyBank
knows or has reasonable cause to believe is inaccurate. We were unable to find any errors with the
information we have furnished to the credit reporting agencies, and as a result, we are unable to make any
updates to that information.
You should distrust unexpected calls, text messages, or emails involving urgent situations, pressure
tactics, and requests to move money or share personal information (user IDs, passwords, authorization
codes, etc.) for verification purposes. Remember, KeyBank will not unexpectedly call, email, or text a
client and request their sign on credentials, passwords, PIN, or one-time passcode. Also, we will never
ask you to send money to yourself by using any electronic method such as *****®, account transfers, or
wire payments. If you receive a suspicious call, you should hang up immediately. If the caller claims to be
from a trusted company, you should independently look up and call a known number for that company.
For example, if a caller claims to be from KeyBank, you should hang up and verify by contacting your
local branch, 1-800-KEY2YOU®, or our Fraud Hotline at 1-800-433-0124. You can learn more about our
commitment to fraud prevention and cybersecurity at key.com/consumer-security.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8am to 6pm
Eastern Standard Time.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.Initial Complaint
Date:10/15/2024
Type: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.
My complaint is with KeyBank due to a settlement amount with ***** ***** ***** they work with a third-party by the name of payee NES-Asset Acceptance The last four digits of the credit card 7528 paid in full on June 26, 2023 12 payments of $609.58 equal $7314.96 still showing on my credit report I’ve attempted to contact them several times over the last year have not gotten any results. I have proof of payments starting July 28, 2022 through June 26, 2023 was the last payment paid in full. Global Direct Pay Debit my account on each month starting July 2022 through June 2023 was the date that it was paid in full. See the attachment proof of payments.Business Response
Date: 11/25/2024
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating experience
you’ve had and would like to share the results of our investigation.
On June 19, 2019, the Account was charged off with an outstanding balance of $16,255.24. On July 22, 2022, a settlement
agreement was arranged with the third-party agency, NES, to resolve the Account for a total of $7,315.00, structured over
12 monthly payments. The settlement arrangement was successfully completed on June 27, 2023. Due to an
administrative oversight, KeyBank was not promptly informed to update the Account status with the credit bureaus upon
settlement completion. After KeyBank received confirmation from NES, the Account update was submitted to the credit
reporting agencies on October 24, 2024, to reflect the Account as paid and closed as of June 27, 2023. Please find the
enclosed letter as confirmation of the update provided to the credit bureaus.
We sincerely apologize for any inconvenience or frustration this may have caused. We use client feedback, both positive
and negative, to reinforce or improve our delivery and servicing of client Accounts. We appreciate you bringing this to
our attention, and please be assured it has been addressed internally with the appropriate personnel.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6 p.m. Eastern Standard Time.Initial Complaint
Date:10/08/2024
Type: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.
On Friday the 4th of October, I received an email stating that my account needed my attention. I immediately brought up the account and found that it was 499.66 cents overdrawn. I called the 800 number immediately and was told I could not close the account until it was made 0 balance. So I put the 500.09 in electronically and asked them to close the account or make it un-accessible. I begged them to put a freeze or stop this from happening again and was told by 3 - 5 different employees that the account had to remain 0 for 24 hours. Sure enough over the weekend another 400 dollars. I put the money in again to zero the balance. On Meburonday the 7th I drove to Mishawaka to ask them to stop the account from being used. They tried to block it but couldn't. this morning there was another 300 out. I paid it again. Now it's 400 down again and they are saying they can't do anything still. They did say that it should'nt
affect my credit unless the account gets closed with a negative balance. I can not afford to keep bringing this account to zero just to have it happen again. Key bank Sucks. This is an account that was opened 2 years ago, in **********, Vt by ********* It
is my sons account and for whatever reason she piggybacked me. it hadn't been an issue until now. The fraud department and the employees all of them say, they can not do anything to protect me, the client. I closed my other 2 accounts with them for such terrible treatment. They are purposely allowing this to go on and do nothing about it.
I want protections put in place for people like me. I have always kept my accounts in good standing and if you check my credit report it is pretty awesome. So having an establishment as big as keybank with no safty measures in place for the 2nd person is awful. Please make them close this account. or at least get my name off. Or explain how I can do that.Customer Answer
Date: 10/21/2024
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.
On the very day we opened this account with Danielle, In **********, Vermont we asked for no overdraft protection. We did not want the bank to pay overdrafts. If there were no funds available the transaction didn't exist.Many years ago another establishment had sneaky little phrases as such, Furthermore how do you stop this from happening to new customers if you don't explain exactly what the statement means I know because as I said I had another bank that performed this way. None of my accounts have overdraft protection. I know better.
On that comment, what are the safeguards for this exact event. I called immediately when I saw an issue, I was told that the account had to be zero and not used in 24 hours. I begged for some kind of block and was told that couldn't happen. When I went to the bank in Mishawaka, Indiana, the branch manager said she put a block on the account and that didn't work, then Lynette in Mishawaka whom was excellent at keeping me from having a heart attack, took the overdraft protection off so that this couldn't happen again.. That's what she said, then the very next morning here we go again. Lynette took the protection off again and the next day overdraft. How can a company the size of Keybank allow such terrible customer treatment. I am sorry I even went there. I am certain am not the only one. The worst part is, Keybank used to allow the account to be blocked and then did away with it. I also believe that there should not be an automatic overdraft protection added to the account. Either yes or no should be up to the consumer. I understand a bank makes much more money when people overdraft their accounts, but I was a victim not a contributor.
Regards,
*** ***** *****
Customer Answer
Date: 10/28/2024
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 see you say that the option was released on the 11th of October so how did all the ones from the 1st of October until the 9th get through? There was no overdraft protection option through those days. Yet here we are. Please go back and check the account. I saw all of those fees and the overdraft and I made it 0. You still allowed further transactions to go through after I called for days. This is not the kind of customer service I want or expect. There should be safeguards in place for me. Since no changes had been made until the 11th, you should be responsible up until then.
Regards,
*** ***** *****
Business Response
Date: 10/31/2024
This letter is in response to your concern filed with the Better Business Bureau (“BBB”) related to the
Account. We regret the frustrating experience you’ve had and would like to share the results of our
investigation.
As stated in our written responses, dated October 21, 2024, and October 28, 2024, it has been confirmed
that at Account opening, overdraft consent was opted out of. However, this election was later changed
pursuant to the co-owner’s request on the Account as both co-owners have the same access for making
changes, this includes any changes requested for Overdraft Consent. For your convenience, please find a
copy of our responses enclosed. Additionally, I have enclosed a copy of our Overdraft Consent Disclosure
for your review. Please know that our position remains the same and we consider this matter to be
resolved.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
p.m. Eastern Standard Time.
Sincerely,
Gabby O.
Enterprise Client Relations
Office of the President
Enclosures
Response Letter dated October 21, 2024
Response Letter dated October 28, 2024
Overdraft Consent DisclosureCustomer Answer
Date: 10/31/2024
I have no other option but to accept your answer. Though this is a real crappy way to promote a business. I can assure you that I will always give you a terrible recommendation as a great consumer option. Your practices are unfair and down right wrong as far as I'm concerned. I hope that enough customers get sick of being treated this way and come together.
Regards,
*** ***** *****Initial Complaint
Date:08/12/2024
Type: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.
On or about 02/29/2024, I filed a dispute regarding charges totaling $720.00 that were withdrawn from my KeyBank checking account via ******. Unfortunately, I was a victim of a scam and was taken advantage of because I am fully disabled with autism. Expecting KeyBank to support me, I filed a "Chargeback" with them, as situations like this are typically covered under FDIC protection, and I am also fully disabled under the ADA. KeyBank refunded my money in early March, and I thought everything was resolved. However, in April, I received a letter stating that they had completed their investigation and did not believe it was a scam or fraud. What? As a result, my account was overdrawn when they withdrew the $720, and they started charging me overdraft fees on the money they had initially refunded! How does that make any sense? I contacted their fraud department multiple times, only to receive the runaround. I was told that a review would be conducted, but I never received a callback—just radio silence. They informed me that ****** had told KeyBank that my "IP address" matched the location where the money was sent. Obviously, it's a scam! I was taken advantage of over the phone, and my aide wasn't there to help me because I don't know how to think for myself, and I was extorted.
Now, my KeyBank account is closed, and I'm receiving collections notices and negative impacts on my credit. I'm considering consulting a lawyer and contacting the news about this situation. The incompetence of KeyBank is mind-blowing, and all the grief this has caused me is overwhelming. Is your money not FDIC-secured at KeyBank? Does KeyBank not care about people with disabilities?Business Response
Date: 09/03/2024
Dear ****** ******:This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
experience you’ve had and would like to share the results of our investigation.On March 5, 2024, you filed a dispute claim for three (3) ****** ************ transactions that
occurred January 22, 2024, for $150.00, February 20, 2024, for $300.00 and February 26, 2024, for
$270.00. At that time, you were provided provisional credit. On April 26, 2024, the case was completed,
and the enclosed dispute letter was sent to you advising there was reason to believe the transactions were
authorized based on merchant documents, enclosed, reflecting information that matches your current
account information. It was also advised that the provisional credit would be reversed on May 6, 2024,
which it was. We were unable to find any error in the denial of your dispute. For your convenience, please
see the enclosed correspondence sent to you related to the disputes.On May 6, 2024, when the provisional credit was reversed, it caused the Account balance to go negative.
On May 7, 2024, the overdraft notice, enclosed, was sent to you advising the Account’s balance was
negative, that no fee was assessed at that time, but a recurring overdraft fee would be assessed if the
Account remained negative for five (5) or more business days. The Account was not brought positive
resulting in a $20.00 recurring overdraft fee being assessed on May 10, 2024. The balance was not
brought positive for more than sixty (60) days and as a result, on July 8, 2024, the Account was closed
with a balance owed of $740.00 and on July 10, 2024, the enclosed charge off notice was sent to you
advising such. If you have any questions related to the charged off account or if you would like to discuss
payment options, please contact our Recovery department at **************.Additionally, we reviewed your interactions while you were attempting to resolve this matter and
discovered your request to provide the documents relied on in the dispute decision was not completed. I
can assure you any opportunities discovered have been addressed internally with the appropriate
personnel. We regret any frustration or inconvenience this may have caused you. We use client feedback,
both positive and negative, to reinforce or improve our delivery and servicing of client Accounts. We
appreciate you bringing this to our attention. Please note, the documentation you requested is enclosed
with this response.Lastly, regarding your inquiry concerning whether KeyBank being FDIC insured has any bearing on the
return of your funds, please note that FDIC insurance does not cover fraud and disputes. For additional
information about FDIC deposit insurance as well as coverage of specific types of accounts, please visit
******************** or call **************.If I can be of further assistance, please contact me, citing the case number above, at **************. For
clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
p.m. Eastern Standard Time.Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Joann J.
Enterprise Client Relations
Office of the PresidentInitial Complaint
Date:08/09/2024
Type: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.
On August 1st I was trying to get an emergency loan and fell for a scam. Fake loan company deposited 2 phony verification checks into my account that I was supposed to pay back before receiving my loan. KeyBank immediately restricted my account and emailed me that the restriction would be until August 7th. Now that time has passed and they're telling it'll take 10 more days while they investigate. Meanwhile I am homeless & without food or money and they're taking their time resolving the issueBusiness Response
Date: 09/10/2024
Dear ***** *****,
This letter is in response to your concern filed with the Better Business Bureau (“BBB”). We regret the
frustrating experience you’ve had and would like to share the results of our investigation.
Your concern was previously filed under KeyBank case number ****** on August 1, 2024. While
investigating that concern, we received your BBB concern on August 27, 2024.
On July 31, 2024, you deposited two (2) checks via mobile deposit into the Account. One check was in
the amount of $497.80 and the other was in the amount of $495.20. Following the mobile deposits, two
(2) notices were sent to the address on file dated August 1, 2024, and August 2, 2024, informing you that
the availability of funds was being delayed. You were advised that the funds would be made available on
August 7, 2024. Additionally, a notice informing you of a temporary restriction that was placed on the
Account was sent dated August 1, 2024. On August 6, 2024, both checks charged back, and a letter was
sent to notify you of this. The charge back took place as the accounts on the checks were unable to be
located. Enclosed, please find all correspondence related to the funds deposited into your Account for
your convenience.
On August 8, 2024, you reached out to our Fraud Client Service Center to advise that you believed the
checks that were deposited were part of a scam. You inquired when the restriction would be removed
from the Account, and you were advised that it would be removed once the investigation was completed.
As of August 15, 2024, the restriction was removed from the Account, and you re-enrolled in Online
Banking as your log in information was all that was compromised. The fraud case is now closed;
however, if you were interested in submitting a sworn statement, please send it to:
*************************************. We would be happy to review the documentation. For your
convenience, please find all correspondence related to your fraud case enclosed.
Furthermore, we were unable to substantiate that there have been any issues with our online banking.
However, we encourage you to reach out to us at **************** if you experience any issues so we
can assist with your banking needs efficiently.
If I can be of further assistance, please contact me, citing the case number above, at **************. For
clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
p.m. Eastern Standard Time.Initial Complaint
Date:08/08/2024
Type: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.
7/26/2024, I opened a new checking acct with Keybank b/c my main checking acct doesn't allow mobile deposits > $500/day.
Once opened, I immediately deposited 2 checks which I assumed would be available within a couple of days. However, I received a notification that my checks would be put on hold for 7 business days and be released on 8/2 because they looked "suspect?" I called the CS center to find out why and the agent wasn't able to give me an answer and told me that he was unable to do anything to help me.
I set up my external checking acct so I could set up a transfer of my money on 8/2.
I try to log on to my acct on 8/2 only to find out my acct has been restricted and I need to call the fraud dpt. They said I needed to go into my local bank to show them my ID, thats it. I did it that same day.
The clerk that helped me emailed a copy of my ID to the fraud dpt and informed me that my acct would be unlocked and my money available on 8/5.
I checked all day on 8/5 and my acct was still locked. I called the local branch, left a VM and didn't receive a call back. I called the CS center and the agent said it can take up to 10 days to complete the investigation. I asked what investigation and he asked if i submitted a fraud claim, of which i did not. He said he would look into it and call me the next day, which he did. He told me that the fraud dpt would send an email to my local branch to have them unlock my acct and that I needed to follow up with the branch. I called them on 8/6 and spoke with someone who told me she couldn't help me b/c my acct was restricted and I would need to come in to verify my identity. I told her I already did that. She said she would have the lady who helped me call me back later the same day to discuss b/c she couldnt see any updates on my acct. Never received a call back and I'm late on my bills and getting late fees b/c theyre holding my money hostage for no reason. I've never been late paying my bills! I just want my money back!Business Response
Date: 09/03/2024
Dear ****** *******:
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
experience you’ve had and would like to share the results of our investigation.Our review found that the Account was opened online on July 26, 2024. Our records indicate that you
made two mobile check deposits on the same day the Account was opened, for $1,454.53 and $1,776.24.
On July 27, 2024, the enclosed hold notices were sent to the address on file to advise you that the funds
from these deposits were being held due to concerns identified during the deposit monitoring process. The
notices stated that the funds would be available on August 2, 2024.We found that the holds were placed in accordance with the enclosed KeyBank Deposit Account
Agreement and Funds Availability Policy provided to you at Account opening. Generally, KeyBank
allows you to withdraw funds deposited no later than the next business day. However, in some cases we
may delay your availability to withdraw funds and provide notification to you as outlined in the enclosed
Policy.A letter dated August 1, 2024, was mailed to you to inform you that due to suspected fraudulent activity,
a temporary restriction was placed on the Account, so that our dedicated fraud team could investigate the
situation. On August 1, 2024, online Banking was also deactivated. An automatic external transfer was set
up for August 2, 2024, to a **** savings account.On August 2, 2024, you contacted KeyBank, and you were directed to visit a local KeyBank branch
location. Our review further found that on August 2, 2024, you visited the **** **** branch and provided
a copy of your license which was then emailed to our fraud department. We were unable to substantiate
your claims that the branch employee advised you that the restriction would be removed from the
Account. Additionally, your allegations that your calls were not returned were unfounded as the branch
employee returned your call on August 5, 2024.Upon review of the Account, activity/information was identified that was not in accordance with
KeyBank’s Deposit Account Agreement and Funds Availability Policy currently in effect. As a result, the
Account was closed on August 19, 2024, and an Official Bank Check for the full balance of the Account,$3,230.77, was issued and mailed to the address on file. A copy of the closure notice along with the
Deposit Account Agreement and Funds Availability Policy is enclosed.Our review found that the account was closed prior to the closure letter being mailed to you. Please be
assured that this has been addressed internally with the appropriate personnel. We sincerely regret any
frustration and inconvenience this may have caused you. We use client feedback, both positive and
negative, to reinforce or improve our delivery and servicing of client Accounts. We appreciate you
bringing this to our attention.If you would like to have your relationship re-reviewed or would like to establish a new account with
KeyBank, please provide a bank statement showing ownership of the external transfer account. We will
review the documentation and determine if a new account can be established.If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
p.m. Eastern Standard Time.Sincerely,
Vincenza H.
Enterprise Client Relations
Office of the President
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