Checking or savings account -- Managing an account -- Complaint #17884349
Complaint Overview
Complaint ID: 17884349
Company: Keycorp
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: Florida
ZIP Code: 32224
Date Received: 2025-11-24T12:00:00-05:00
Date Sent to Company: 2025-11-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
On XX/XX/XXXX KeyBank at XXXX XXXX XXXX, XXXX XXXX, NY XXXX allowed an unauthorized individual to remove {$5600.00} from an account. That documentation was later declined by KeyBank 's legal department as it should have. Keybank is now saying that they had the proper legal documentation to have had release the funds in response to my first complaint. Okay, I want KeyBank to send me copy of the paperwork that shows that person was a commissioned Guardian. The only way Keybank could have released the funds was if she was a commissioned guardian so as the POA on the account I am asking for the documents to be released to me. Id like a copy of the documents along with a copy of their procedures regarding guardianship access to show me how that matched their requirements to process the transaction. What is so very odd, is that I was told by KeyBank that they declined the guardianship paperwork, but now when I am investigating it they changed their story to state they accepted it. Show me the paperwork and the bank guidelines that it met and I will peacefully drop this case. KeyBanks own lawyer refused to speak to the guardianship lawyer on this case. Instead they chose to speak to the lawyer that was well aware that she did not have a commission and that her temporary guardianship authority had expired months prior. I am so very disappointed in Keybank at this point. Im not surprised though since I brought this up to them in XXXX and the only way I can get them to respond appropriately is through these complaints.
Frequently Asked Questions
What is Complaint #17884349 about?
Complaint #17884349 was filed against Keycorp regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-11-24T12:00:00-05:00.
How did Keycorp respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Keycorp?
Yes, visit the Keycorp company profile at readthecomplaint.com/company/keycorp to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.