Checking or savings account — KEYCORP (CA)

Fee problem. I have a mortgage account XXXX and a linked checking account XXXX with key bank. In the statement of checking account, it says we get monthly fee waive with mortgage account. But I got charge for monthly fee XXXX on XX/XX/2022. They refused to refund me and says I didn't set ACH correctly without telling me ahead of time at all. In addition, in the online portal no way to pay from other account besides transfer.