As an Agent and KW Realty there is no way I would allow anyone to make the statements you are making and the agents I know at KW would not allow it either. Please to do not place blame on the whole KW office because one agent dropped the ball.
Also the closing package will come from your title agent. Who was handling title for you? KW can help you get that answer. Don't give up without demanding Rino and Portia give you answers. We have not disappeared -- contact Rino or Portia today.
key the locks is what I would advise whenever you buy a property
OC HOMES REALTY
I suggest you contact Rino Caturano @ 949-282-0088. He is the Team Leader / Manager and a truly nice gentleman. I suspect something is amiss. As others have said, you should have received your closing package from Escrow (which may or may not be "in-house") As for your keys, your agent should have retreived these for you but also the Seller / former owner could provide them. For your sake, you should ALWAYS re-key the locks after to achieve possession and before you move anything in.
I don't believe this is a KW issue, it seems more like an agent issue. (Note: I am not affiliated with Keller Williams)
Best of luck,
Broker / Owner
Thom Colby Properties
Newport Beach CA
Al Burnham, Olympic Realty
Often the poor communication is a result of both parties failing to participate.......
You may want to find out who the broker is that runs the office and file a complaint.
Best of luck to you.