Checking or savings account -- Managing an account -- Complaint #6895734
Complaint Overview
Complaint ID: 6895734
Company: Keycorp
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
State: Ohio
ZIP Code: 45459
Date Received: 2023-04-26T12:00:00-05:00
Date Sent to Company: 2023-04-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XXXX uses KeyBank for business banking. XXXX has multiple services through them including positive pay -- which gives the company ability to upload checks so vendor name and amounts can be checked before cleared to prevent fraud. XX/XX/XXXX dropped off a batch of checks to vendors at the US Postal office located in XXXX, Ohio. The batch of checks were stolen and two were altered. The alteration included changing the physical check and vendor that it was issued to. XX/XX/XXXX two checks cleared bank with the altered information totaling {$44000.00}. XX/XX/XXXX Vendor check was issued to called and inquired about where payment was? This cued XXXX that checks were altered. XX/XX/XXXX Police report made XX/XX/XXXX XXXX affidavits were submitted to KeyBank to report the fraud loss to XXXX XXXX and XXXX XXXX with KeyBank. The affidavits included copies of the original checks and the copies of the fraudulent checks. XX/XX/XXXX, XXXX followed up to request update. At that time, XXXX was informed that there was no record of a fraudulent claim for these checks. XXXX was then promised by XXXX XXXX that a case would be opened to start investigation. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX with no response. XX/XX/XXXX emailed XXXX XXXX to inform them XXXX would file a complaint and take legal action since no action was being taken. XX/XX/XXXX Called XXXX XXXX and was informed case was being escalated. XX/XX/XXXX Received phone call from XXXX with Keybank requesting all the information be emailed to her for escalation process to start. XX/XX/XXXX All information was sent to new point of contact. XX/XX/XXXX emailed for update with no response. XX/XX/XXXX emailed for update with no response XX/XX/XXXX emailed for update with no response XX/XX/XXXX phone call to customer service and they stated XXXX was not able to take our call. XX/XX/XXXX Keybank is still refusing to communicate with XXXX on this issue.
Frequently Asked Questions
What is Complaint #6895734 about?
Complaint #6895734 was filed against Keycorp regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2023-04-26T12:00:00-05:00.
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.