Key Bank USA Complaint - Customer Service - Account Closing
FORT DRUM, NEW YORK -- Ok, approx Dec 16th I reported my debit card stolen to Key Bank. So far no problem, they sounded like it would take a while, but that I would get my money back. Now, when my debit card was stolen, I was wiped clean, and had to go through a very stressful and LONG process to apply for what they call "provisional credit" just so that I would have money for the Christmas holidays. By the time I finally got the credit, which was the 22nd or 23rd, it was late, but It was a load lifted of my shoulders. Now, all I needed was my debit card, so I called and inquired as to a tracking number or something to see if it was possible to get to me before Christmas. I finally asked them where they sent the debit card. This part really frustrates me, when I filed the complaint I requested the new debit card be sent to a specific TX address, I have told them this literally via phone, in person at the branch, and email, all of which were acknowledged and no problem. Ok back to the story, so they of course sent it to my NY address that I would not be at for Christmas leave, so I call and complain, they actually do the right thing and rush me a new card with next day service.
So here is where everything gets worse, I get my card right before Christmas, and I activate my account, and I really thought this ordeal was just about over. Oh no it has just started. I proceed to an ATM to make a withdrawal, DENIED, then I call up the bank and ask them if there was a block, they said yes because I was in TX not NY. I don't understand why they did that b/c they SENT IT TO TX not NY. Perhaps this is an automatic thing, but no big deal. So they call the branch to remove the block and I was told by Jenna at fort Drum, that the block would be removed later that day. Again frustrating but no problem, So I go out with my friends around 8 pm and again go to the ATM, DENIED. The bank is now closed until after Christmas.
So they have successfully ruined my Christmas. When I was finally able to get a hold of them today, I was shocked. I was told that they could not unlock the account because of the fraud on the card, and nothing could change that, no amount of identification, nothing only me coming in to the branch, and Jenna was had no remorse for my ruined Christmas. I asked if they were going to call me and tell me this, and she said she was going to, my only question is when it had been about 4 days since she said my account would be unblocked.
So I give it one last ditch effort and call and complain to her again, a little more desperately now because I have to buy a plane ticket home, she said she will talk to her security adviser and call me back at the end of the day, now they close at 500, I hadn't received a call yet and it was 450 pm. I call back and speak to Jenna who calmly as possible now says that she spoke to the representative at noon (still never called me back like she promised) and they came to the outrageous decision TO CLOSE MY ACCOUNT!!!!!!!!!!!!
I am absolutely stunned, I was told I have 10 days to retrieve my funds, normally I would be upset and want to find out why, because this is just extreme, but I am so angry and fed up with the bank I was going to close my account with them anyway. And of course I cannot close it until I go into the branch when I get back from leave, the first time I would have been able to touch my funds in about a month.
From the bottom of my heart I sincerely thank you for absolutely ruining my Christmas holiday and proving to me that it meant absolutely nothing to you, It was obviously so routine for you guys to screw the little man, that you just blew me off.