Credit card -- Problem with a purchase shown on your statement -- Complaint #11888027
Keybank Reverses Dispute Credit Amidst Undelivered Merchandise Claim
Complaint Overview
Complaint ID: 11888027
Company: Keycorp
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Pennsylvania
ZIP Code: 163XX
Date Received: 2025-01-31T12:00:00-05:00
Date Sent to Company: 2025-01-31T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Risk Assessment
Risk Level: medium
The credit card company's handling of the dispute, including lack of communication and reversal of provisional credit, suggests potential issues in their dispute resolution process.
Consumer Sentiment: negative
Topics: Credit card disputes, Undelivered merchandise, Billing errors
AI Analysis
CFPB complaint 11888027 was filed against KEYCORP regarding Credit card (General-purpose credit card or charge card), specifically about "Problem with a purchase shown on your statement". A consumer disputed a charge for undelivered merchandise on their Keybank credit card, but the company initially reversed a provisional credit despite the consumer's evidence. The complaint was received on January 31, 2025 from Pennsylvania. The company responded with "Closed with monetary relief".
Consumer Narrative
On XX/XX/XXXX, my Keybank Credit Card was charged {$29.00}, through a XXXX transaction- for an XXXX XXXX. Merchandise was stated to arrive approximately XX/XX/XXXX ( XXXX XXXX that I use for medicinal purposes ). On XX/XX/XXXX, a dispute was filed with the Keybank Credit Card Services because the merchandise had not arrived, and I was now being charged interest on the cost of {$29.00}. There was NO communication from the XXXX merchant. XXXX was not helpful. From there, the matter of a dispute was opened with Keybank and I have experienced XXXX ( XXXX ) weeks of continued stress because Keybank 's dispute department has not communicated in any email I sent them, except to say just a couple times that they were " investigating. '' There was no investigation, per my knowledge, as Keybank 's Credit Card dispute department did not communicate. On XX/XX/XXXX, the merchant claimed they delivered the merchandise in my po box or mailbox. I do not have a po box . They claimed this was at approximately XXXX. My USPS postal carrier NEVER delivers mail in the AM hours. Therefore, I watched on XX/XX/XXXX, for my XXXX to arrive in the PM hours, and took a photograph of the USPS truck at my mailbox. I sent the information to Keybank. On XX/XX/XXXX, I happened to look on the Keybank website and learned that Keybank reversed the " provisional credit '' of {$29.00}. I phone customer service at Keybank and spoke with a XXXX. I informed her I NEVER received the merchandise, and Keybank did not even alert me they reversed the charges back onto the credit card. XXXX stated she would " put in a request '' to reopen the dispute but there were NO guarantees because she told me the merchant did deliver the merchandise and I had to pay the charges. It was appalling that Keybank took this stance, and it was aggravating to say the least. I then called a local Keybank branch office in my town on XX/XX/XXXX, because I simply could not trust the dispute department at Keybank. I was being scammed and Keybank did not care. It was ONLY through the local branch that I was helped in this ongoing dispute. I was informed by a teller at a local branch to go to the local post office and get confirmation that the package was NEVER delivered & who the package went to. On XX/XX/XXXX I immediately drove to the local USPS post office, in inclement weather. I happen to be a senior citizen. The XXXX XXXX USPS post office immediately took the tracking number I provided ( which Keybank had for over XXXX month in their possession ) and did a search on the tracking number, the package. I am attaching a letter to confirm the results of the USPS search. The tracking number was : STOLEN. Not only was it stolen, I was scammed by the merchant in a federal felony manner. The address on the label was NOT my address and my name was NOT on the package. I was informed by USPS personnel, this a federal crime in which tracking numbers are stolen, in a way to avoid shipping costs also. It clearly stated, the letter, that the package was never received by me. Had Keybank 's dispute department actually did an INVESTIGATION, they would have noted the tracking number did not have my address or name on the package. This is confirmed by USPS, who within XXXX minutes informed me I had been SCAMMED. The local branch teller informed me today, XX/XX/XXXX, that she sent the dispute department the USPS letter on XX/XX/XXXX. I also sent, via email, the USPS letter, which is postmarked XXXX, and signed by XXXX XXXX XXXX, XXXX. I never heard back from the dispute department about receiving the letter via email. Therefore, I called today, XX/XX/XXXX, the Keybank Dispute Department for the credit card services. I had an informative conversation from a " XXXX '' who told me Keybank has 15 days to RECONSIDER opening the dispute. She informed me there is no guarantee the dispute department of Keybank will reopen the dispute. She mixed up the USPS, saying " UPS confirmed the tracking was in my name. '' I informed her it was USPS. The conversation was also very alarming in that she admitted Keybank 's dispute department had the letter from the USPS I sent via email ( and they did not confirm in an email in XXXX day time ) and that the branch teller also submitted the letter. It is more than alarming that this dispute department for Keybank Credit Card services has not appropriately handled this matter, and continues to not handle it in an appropriate manner, or time appropriate manner. Had an investigation taken place, Keybank would have inquired to the USPS for proof that the tracking label had my name & address. THEY DID NOT. This dispute is now over XXXX ( EIGHT ) WEEKS old, and Keybank tells me today, it had another 15 days to even decide if they want to reopen the dispute. This is appalling and Keybank took the word of a SCAMMER, who committed a felony crime over a consumer who has loyally and faithfully paid her credit card without issues since it was opened. I can not state the disappointment in Keybank 's service fully because they did NOT do their job for this consumer / customer. It was ONLY through the help of a local branch teller, who advised me she would help me, and told me to go to the Post Office and find out where the package was delivered, that I have had any help in the past XXXX weeks. Again, there was NO investigation, and according to XXXX, who I spoke with today on the Keyvbank customer service phone number of : XXXX, she would not even acknowledge the truth that I never received the package. The USPS Post Office is a federal government entity. IS she actually claiming that the Post Office 's confirmation that I did NOT receive a package after they ( USPS ) looked into the tracking and learned the truth, is not factual? Because, the facts are, that is what she was telling me : " I don't know if the dispute will be reopened, we have 15 days to determine. '' I informed her, my only other option was to file a lawsuit, which I will if the amount & interest are not promptly refunded ; and in doing so, Keybank would be liable for court fees according to the law in a judicial judgement. I informed her I would contact CFPB and update the complaint. Because I was unable to update the complaint after calling CFPB ( per your guidelines ) a decision was made to cancel the prior complaint I filed on XX/XX/XXXX, and file a new complaint, which I am now doing. On XX/XX/XXXX, a delivery truck company delivered merchandise to my home, because on XX/XX/XXXX, there was a XXXX XXXX XXXX that caused a washing machine to have a " XXXX XXXX XXXX. '' The delivery truck service backed into electrical wires on my property, which the force caused my electrical pole, attached to my house, the electrical meter box to be fully ripped away from the side of my home. It also ripped the pole away from the foundation of my home, exposing electrical wires to the inclement weather of all-day rain. I have been dealing with the delivery truck company, and a state police investigation matter since XX/XX/XXXX. This matter with Keybank Credit card services added unnecessary stress to my life; and I will never trust Keybank 's dispute department every again. They lost all trust from this consumer. I reported via emails since XX/XX/XXXX, about issues with this tracking, delivery, and issues with XXXX and the XXXX merchant not communicating with me. Keybank 's dispute department did NOT communicate. It is unethical, and I am reporting this issue to the CFPB so it will be of permanent record, and to have CFPB intervene for justice of this matter once and for all.
What You Should Do -- Consumer Action Plan
Consumers should meticulously document all communication and evidence related to disputes, including photos and delivery confirmations, and be persistent in following up with their credit card company.
Legal Context & Consumer Protection Laws
Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute charges for goods or services that were not delivered or were not as described.
Regulatory Insight
Credit card companies must have a clear and fair process for investigating and resolving billing disputes, including timely communication with the consumer.
Resolution Likelihood
mixed
State-Specific Consumer Protections
The consumer is located in Pennsylvania, and the credit card company is KEYCORP.
Industry Comparison
Credit card companies generally have established dispute resolution processes, but the effectiveness and communication during these processes can vary significantly.
Related Issues
Frequently Asked Questions
What is CFPB complaint 11888027 about?
CFPB complaint 11888027 involves Credit card (General-purpose credit card or charge card). The consumer reported an issue with "Problem with a purchase shown on your statement", specifically "Credit card company isn't resolving a dispute about a purchase on your statement". This complaint was filed against KEYCORP on January 31, 2025.
Which company is complaint 11888027 filed against?
Complaint 11888027 was filed against KEYCORP. You can view all complaints against this company on their profile page at /company/keycorp.
What was the company's response to complaint 11888027?
KEYCORP responded with "Closed with monetary relief". The response was marked as timely by the CFPB.
When was complaint 11888027 filed?
Complaint 11888027 was received by the CFPB on January 31, 2025. It was sent to KEYCORP on January 31, 2025.
What state was complaint 11888027 filed from?
Complaint 11888027 was filed from Pennsylvania. You can view all complaints from this state at /state/PA.
Was the consumer satisfied with the resolution of complaint 11888027?
Dispute information is not available for complaint 11888027.
What product category is complaint 11888027 about?
Complaint 11888027 is categorized under "Credit card", specifically "General-purpose credit card or charge card". This is one of the product categories tracked by the CFPB.
How was complaint 11888027 submitted?
Complaint 11888027 was submitted via Web. The CFPB accepts complaints through web, phone, mail, email, fax, and referral channels.
What are the consumer's legal options for complaint 11888027?
Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute charges for goods or services that were not delivered or were not as described. This relates to a Credit card complaint against KEYCORP involving "Problem with a purchase shown on your statement".
How likely is complaint 11888027 to be resolved?
Resolution likelihood: mixed. The company's current response is "Closed with monetary relief". The company did respond in a timely manner, which is a positive indicator.
What does the risk level mean for complaint 11888027?
This complaint is rated as medium risk. The credit card company's handling of the dispute, including lack of communication and reversal of provisional credit, suggests potential issues in their dispute resolution process.
What regulatory actions apply to complaint 11888027?
Credit card companies must have a clear and fair process for investigating and resolving billing disputes, including timely communication with the consumer. The CFPB tracks complaints like this one to identify patterns of misconduct across the Credit card industry.
What should the consumer do about complaint 11888027?
Consumers should meticulously document all communication and evidence related to disputes, including photos and delivery confirmations, and be persistent in following up with their credit card company.
Are there state-specific protections for complaint 11888027?
The consumer is located in Pennsylvania, and the credit card company is KEYCORP. This complaint was filed from Pennsylvania.
How does complaint 11888027 compare to industry norms?
Credit card companies generally have established dispute resolution processes, but the effectiveness and communication during these processes can vary significantly.
What steps should a consumer take if a credit card company reverses a provisional credit during an ongoing dispute?
The consumer should immediately contact the credit card company in writing to reiterate their claim, provide any additional evidence, and request a formal review of the decision. They may also consider filing a complaint with the CFPB or their state's Attorney General.
How long does a credit card company typically have to resolve a billing dispute?
Under the FCBA, credit card companies generally have two billing cycles, but no more than 90 days, after receiving a consumer's dispute to investigate and resolve the issue.
Disclaimer
This analysis is AI-generated and does not constitute legal advice.