KSL Investigators help bank customer regain access to his money after fraud incident

FTC settlements affirm fixing your own stuff will not void warranties

Estimated read time: 2-3 minutes

LAYTON — You just realized you were hacked, and now some bad guy has access to your bank account. It happened to a Layton man who said his bank would not return money deposited just as the fraud hit his bank account, so he called in the KSL Investigators.

After a bad guy got into Shander Wright’s bank account, he took swift action to protect his money.

“My account was closed,” Wright explained.

By closing his account with KeyBank, Wright kept the crook from stealing a $658 Social Security Disability Insurance payment that had just been deposited.

The trouble — now is that the account is closed, he cannot access the money either. Wright and his mom, Elizabeth, said KeyBank has repeatedly promised to get to the bottom of it.

“Says he’s working on it and we just don’t hear anything,” Elizabeth Wright said. “And every time we call, well, ‘I’m still working on it. I’m really sorry.'”

But it has been close to a year since fraud hit Shander Wright’s bank account, and this family’s patience has run out.

“I swear, I think I’ve exhausted everything that I could do. I don’t know where else to go,” Elizabeth said.

“I am very frustrated,” Shander added. “I feel like the oligarchies have failed me.”

So this time, we reached out to KeyBank on his behalf. Not through customer service but the corporate communication department, and that seems to have gotten things moving.

In a statement, a KeyBank spokesperson told us they could not talk about it, citing “privacy and security concerns,” but said to us that a “resolution is in process.”

“At least give my payment back,” Shander said. “Yeah, that’s all I can ask for is just the money that they somehow lost.”

And just like that — good news. KeyBank sent him a check for the missing amount.

Elizabeth said she doubted they “would have even seen a penny” if they had not called the KSL Investigators.

If someone has hacked into your account, if you report it to your bank in two days, the Electronic Fund Transfer Act limits your liability to $50. If you report it within 60 days, you could lose as much as $500. After 60 days, you could lose it all.

The EFTA also said banks can take up to 45 days to investigate, but you should have access to the disputed funds if the investigation will take longer than 10 business days.

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Matt Gephardt

Matt Gephardt has worked in television news for more than 20 years, and as a reporter since 2010. He is now a consumer investigative reporter for KSL TV. You can find Matt on Twitter at @KSLmatt or email him at [email protected]

Sloan Schrage

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