In a rare victory against elder financial fraud, KeyBank has recovered $2 million stolen from some of its oldest customers—a reminder that swift action and oversight can make all the difference. According to the FBI’s Cleveland field office, every victim in the case got their money back.
The scheme exploited the most vulnerable: Yue Cao, a former quantitative analytics manager at KeyBank, fabricated online banking profiles for clients over 90 and funneled their savings into accounts he controlled. He deliberately targeted customers who had never used online banking, making the theft less likely to be noticed. In one shocking instance, he even opened an account for a man who had already passed away.
A Vulnerable Population
KeyBank’s internal fraud detection team flagged the unusual activity and quickly referred the case to the FBI before the victims were even aware. Earlier this month, a federal jury convicted Cao on ten counts of bank fraud, four counts of aggravated identity theft, and one count of money laundering.
Elder financial abuse remains widespread. The FBI’s Internet Crime Complaint Center reported a more than 40% increase in complaints from people over 60 in 2024. American adults in this age group lose an estimated $38.5 billion annually, with average losses reaching $83,000.
Guidance for Banks
KeyBank’s proactive approach demonstrates how vigilance and early intervention can protect vulnerable customers and recover stolen funds. It sets an example for other banks to educate and safeguard their clients before it’s too late.
“First and foremost, when working with scam victims, leading with empathy is the most important takeaway,” said Suzanne Sando, Lead Analyst of Fraud Management at Javelin Strategy & Research. “Banks need to treat the victim as just that—a victim—and not as a burden to the bank. Working with empathy and compassion helps to reduce the emotional toll victims face in the wake of a scam, which is often a leading reason why many scam victims don’t report their crimes.
“Banks should also manage expectations for the victim during the resolution process,” she added. “How long will it take? Who can they contact with questions or follow-up information? What’s next? Lay out the steps the bank is taking, the steps the victim may need to take, and expected timelines. Being transparent about the process eases stress and frustration in an already stressful situation.”
