Checking or savings account -- Managing an account -- Complaint #5716032
Complaint Overview
Complaint ID: 5716032
Company: Keycorp
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: Massachusetts
ZIP Code: 011XX
Date Received: 2022-06-27T12:00:00-05:00
Date Sent to Company: 2022-06-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
on XX/XX/22 I deposited a money order given to me for Sec. Deposit & 1st month rent ( loan ) via my mobile deposit app through Keybank, the following day I receive an email stating it was placed on hold for reasons of doubt of collectivity but that my funds would be available to me on XX/XX/22. I called on XX/XX/22 to confirm the money order cleared I was told the funds were available and that nothing was pending before I went to the bank in person since my account, debit card got restricted. On XX/XX/22 around XXXX I went to Keybank on XXXX XXXX XXXX MA XXXX was told by the teller ( XXXX XXXX ) after she spoke to the fraud dept. for Keybank that they said my account was still on hold until further investigation but no time frame was given and I had no access to my funds. I called the fraud line to see what I needed to do on my end to expedite this matter and get access to my funds, I told them I would go with the person who issued me the money order to clarify that it was legitimate and after he verified with his issuing bank that the funds were deducted and sent to Keybank & that we would bring proof of it, I also brought the money order in-person to the bank twice so they can see it is not counterfeit/fraudulent and was told there was nothing i could provide to them to just wait. I called again today XX/XX/22 at XXXX spoke to XXXX XXXX Fraud Dept ) since it has been 8 business days on hold with no explanation as to why I have no access to my funds or how long it will take and because I have not received any further letters/emails on how long or when my funds will be available or explanation I continue to be given different reasons as to the hold and that I need to go to the bank in-person but every time i go nothing gets resolved and I get the different reasons why.
Frequently Asked Questions
What is Complaint #5716032 about?
Complaint #5716032 was filed against Keycorp regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-06-27T12:00:00-05:00.
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.