Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #7383805
Complaint Overview
Complaint ID: 7383805
Company: Keycorp
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
State: California
ZIP Code: 92024
Date Received: 2023-08-10T12:00:00-05:00
Date Sent to Company: 2023-08-10T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XXXX of 2023 my Debit card with Key Bank expired. I called and asked them for a new card. That replacement card never arrived to me, it was stolen, activated, and all of my money was taken fraudulently from my account. Unaware of this, because Key Bank would not give me access to my online banking without the aforementioned stolen card details, I was unable to report fraud. Over the course of XXXX and XXXX, my debit account was completely robbed of $ XXXX while I was not able to stop it, because Key bank would not give me access to my online banking, and their physical branch would only mail me a card. When I finally was able to cancel the card, a new card was sent to a secure address.Then I was finally able to access my online banking, and low and behold all of my money had been stolen. When I filled a dispute, clearly outlining that it was not possible for me to be the person using the card, because I was in Hawaii for all of the transactions that were happening physically in Washington, XXXX at the disputes department told me the investigator had already made their decision, and that they would not allow it to be reopened. The company will not allow me to explain my case over the phone or by email to the person in charge of making the decision, nor will they allow me to submit further information that could help my case. They also will not tell me what documentation to send in that will prove my innocence. Long story short, that have decided guilty until proven innocent, but they wont take my documents to prove it.
Frequently Asked Questions
What is Complaint #7383805 about?
Complaint #7383805 was filed against Keycorp regarding Checking or savings account specifically about Problem with a lender or other company charging your account. It was received by the CFPB on 2023-08-10T12:00:00-05:00.
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.