Key Bank USA Complaint - Lousy Service & Fraudulent Charges
BEACHWOOD, OHIO -- My husband and I have had a Key account for many years now, and have become unfortunately accustomed to their mysterious unauthorized charges against our account. We never bothered to switch banks because his payroll his direct deposited and we didn't want to go through the hassle. Now I wish we had!!
On 3/8 they erroneously deposited someone else's estate check into our account in the amount of $530, and the check bounced. What makes this even more ridiculous is that the wrong check was never ORIGINALLY deposited, so our account was debited the $530!! My husband called immediately and they said the yes, it was an encoding error and that we could expect the money back in several days, once a dispute was filed. When my husband asked why WE had to wait for OUR money, she replied "That's just our policy."
Fortunately a family member loaned us the $530 (or our RENT CHECK would have bounced!) but we need to pay her back of course - only here, two weeks later, STILL NO REFUND. I called to complain and was told "Oh you need to send the copy of the returned check you received in the mail to our main branch, then tell them to send it inter-office mail to the returned items department. We've updated your account so you won't have to go through this story again." First of all, since KeyBank created this copy, why can't THEY send another copy themselves instead of making us drive there to do it? Secondly, they apparently had no intention of telling us this had I not called. My husband did as they asked and the assistant manager was CLUELESS, and he DID have to go through the story again. She is apologetic and says she will send the paper to their New York office (now it has to leave Ohio all together, you see) THAT day and have it taken care of. Instead, she calls the next day and says she's sent it out then.
I just called this afternoon, TWO WEEKS after this started and when I asked for the assistant manager I was told she has the day off. I asked to leave a voice mail and was told she has none! WHAT FREAKING ASSISTANT MANAGER DOESN'T HAVE VOICE MAIL...ARE YOU KIDDING ME?!?!? When I explained the problem to the teller she said "Oh my God, that's a huge amount!" YEAH IT IS! So she says she will have her call me tomorrow.
This is absolutely PATHETIC and UNACCEPTABLE. As soon as we get our money we are leaving this EXCUSE for a bank and going elswhere.