Money transfer, virtual currency, or money service -- Fraud or scam -- Complaint #17930238
Complaint Overview
Complaint ID: 17930238
Company: Keycorp
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
State: California
ZIP Code: 92806
Date Received: 2025-11-25T12:00:00-05:00
Date Sent to Company: 2025-11-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Subject : Violation of Regulation E - Failure to Investigate Unauthorized Transfer - KeyBank Narrative : I am filing this complaint against KeyBank regarding their failure to investigate and resolve a clear instance of account fraud, in violation of the Electronic Fund Transfer Act ( Regulation E ). On XXXX, unauthorized transactions totaling {$100000.00} occurred on my Account Number ending in XXXX. I immediately notified KeyBank on XXXX via phone/email. Despite my prompt notification, KeyBank has failed to uphold its obligations under federal law : XXXX. Failure to Provide Provisional Credit : Under Regulation E ( 12 CFR 1005.11 ), if an investigation can not be completed within 10 business days, the financial institution is required to provisionally credit the consumer 's account for the amount of the alleged error. It has now been 76 days, and I have received neither a resolution nor a provisional credit. XXXX. Lack of Communication : I have attempted to follow up by an FBI agent, follow-up emails on XX/XX/year>, and phone call on calls in XXXX and XXXX, and the last call on XX/XX/year>, but the bank has ceased meaningful communication and has provided no written explanation of their findings or the status of the investigation. I have provided all the requested documentation, including Police report XXXX, yet the funds remain missing.
Frequently Asked Questions
What is Complaint #17930238 about?
Complaint #17930238 was filed against Keycorp regarding Money transfer, virtual currency, or money service specifically about Fraud or scam. It was received by the CFPB on 2025-11-25T12:00:00-05:00.
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 (Money transfer, virtual currency, or money service) 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.