Key Bank USA Complaint - Stolen Key Bank Master Card
I have been a faithful customer with Key bank for over 20 years and have NEVER reported a stolen card. Wednesday my wallet was taken and I found out immediately when I went to purchase an item. I jumped into a cab and within 40 minutes I was home called Keybank and had my credit card closed. The representative from the Key Bank site said that the three items purchased after 9:30pm Nov 11 when the wallet was taken(over $1300) would be credited back to my account and I could see on line that they were. Three days later I notice on my account summary that those charges are back on my account and that the dates of their purchase were changed as well!! I received no notice from Key and had been feeling secure having talked with the representative and reading on line the "0 % liability clause on their web site for theft of cards once reported"
BEWARE this is NOT TRUE EVERYONE!!
I next spoke to a manager on the Keybank site who said that the funds were under dispute and it would take 10 days to know what the outcome was. I asked if I would have been told about this if I had not noticed on my online statement? I pointed out that no such procedure for theft of cards or disputes of theft(nor email addresses for such an agency) was articulated on the key website. He didn't seem to think that that was odd. He gave me the email address of the dispute center and told me to tell them the amounts and dates everything that they could easily see on my account summary. It never seemed like anyone would have ever contacted me! I would not have done any of this had I not called and talked at length to a Manager in charge. Long story short .. I had my card stolen, I learned that with Key Bank I have no rights nor is there any written procedures as to how to proceed beyond word of mouth. Key bank needs to become transparent with such policies and given my experience folks would wisely choose to ask these tough questions before they choose to bank with Key.