Date Received: 2020-09-01
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: My name is XXXX XXXX. I have my unemployment benefits thru KeyBank in XXXX. On XXXX XXXX I called my card to receive my balance and was told thru a recorded message that I would have to call customer service after 3 hours no one responds EVER. When I tried to access my account on the mobile app. I was denied access and told to call another number. That does not answer as well. Meanwhile I have much needed benefits I can not access
Company Response:
State: NY
Zip: 10456
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-30
Issue: Other service problem
Subissue:
Consumer Complaint: I want to know the real reason from the case manager, XXXX XXXX, about what he really found in his internal investigation and why he used his tactics to exonerate me and my wife from XXXX if there was nothing mentioned that was derogatory ... they are so dismissive.. we have to bring into consideration there stewardship and job acumen ... because I want to know the real reason
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I attempted to cancel the Private Mortgage Insurance premium as my balance was lower than the percentage required. After being denied the ability at the branch, I was told to call. Transferred to another line, I was told to email my request which I did on XX/XX/XXXX. I followed up weeks later and was literally laughed at, as they had corrupted my email request in an inter-department transfer. I again emailed a new request. I received a denial by mail dated XX/XX/XXXX citing delinquent payments as a reason for denial. I called and confirmed that no late payments existed- the system had erroneously counted the 90 day COVID forbearance program as late- despite guarantees it would not. I had fully payed up the 90 day forbearance, and the current months payment on XX/XX/XXXX. After confirming I was up to date and this denial should have been an error, I again emailed a request XX/XX/XXXX. I again heard nothing and contacted, and was instructed to email about the error, and request reimbursement for the XXXX additional PMI payments I will have made while the delay occurred and emailed on XX/XX/XXXX. Yesterday on XX/XX/XXXX I contacted again, was told they havent made any progress, and would be contacted today XX/XX/XXXX. No contact had occurred and I am still unable to process my cancellation, Or the additional refund for my excess payments to PMI.
Company Response:
State: NY
Zip: 14223
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Keybank paid off car loan with home line of credit and received title but was not collateral on the loan. Keybank received title and we have requested more than 4 times for the title and payoff confirmation. They keep stating they mail it and have confirmed address information but it is never received. The vehicle was traded in and the dealership is threatening to buy back the car and charge for use and mileage. Keybank is will not allow any further options to collect the title and paid in full information except by mail.
Company Response:
State: CO
Zip: 80122
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Trouble using the card
Subissue: Trouble using the card to send money to another person
Consumer Complaint: Today is XX/XX/XXXX. I have a bill due for housing, I thought it would be an easy transfer of funds. I called Keybank at XXXX and asked for the ABA number and my account number to make the transfer. After a 20 minute hold the man who answered said it I wasn't entitled to transfer money unless I signed up for bill pay and gave me the number for a separate bill pay department within Keybank.From XXXX to XXXX I was transferred twice within the bill pay department and told to call the bank I wanted to transfer the money to and see if they could help. Without the ABA number they could not. That call took 5 min ( XXXX XXXX ). At XXXX after trying to sign up online for bill pay and receiving a message to try customer service I tried that number. XXXX transferred twice within the department and then given the number I initially called which was on the back of the card, XXXX I was on hold and then told there is a separate department that handles unemployment benefits and that was the key2 benefits department again a number I had tried many times. This time the person offered to walk me through the online system with the same results. The automated system would not let me set up an account. He suggested I call the number on the back of my card again but this time chose the option for a lost card as that would get me faster service. I did that, again the agent walked me through the service this time telling me I could not use my name as the user name, nor could I use social security number, birthday -none of this is on the website. It just comes back as a red screen, it does not tell you how to correct the problem. When I told the agent that, I had been using my name, she said ( of course ) this happens all the time. Even with her instructions I was not able to create an account, this time a new message came up INVALID and to call another number. She could not transfer me so I called now an Online Banking department who suggested a take a cash advance, but I can not send cash to my landlord. He redirected me to customer service, the agent there again walked through the key2benefits website and after it did not work she said she would put in a ticket, which would take 48 hours to process and I could try again then. I asked for a ticket number or something I could reference if it did not work after 48 hours. She could not give me a reference number. I asked if I had to call back in 2 days, would the representative have any notes from the last 4 hours I have spent on the phone and she said no they would not. I tried to call a local branch, as did the XXXX XXXX banker but bc of cover they are not answering the phones, it says you can set up an appointment online. When I went online to set up an appointment there were no available times for through XXXX. It is now XXXX, and I have tried for 5 hours to transfer my unemployment funds to secure housing.
Company Response:
State: NY
Zip: 10012
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received a KeyBank XXXX unsolicited. This is a known scam in West Virginia. I have not activated card
Company Response:
State: WV
Zip: 263XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Tellar assulted me. Key bank keeps blocking my acct. I have been discriminated against and they have been investigating for over 6months now.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Key Bank is reporting an erroneous debt on my credit file that I do not owe. This debt is really old. Not only is it past the statute of limitations but it is also past the credit reporting limit per the FCRA guidelines. I do not owe this debt and it needs to be removed off my credit file.
Company Response:
State: UT
Zip: 84107
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-08
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I was shocked when I reviewed my credit report and I still found multiple inaccuracies on my credit report from the 3 major credit bureaus. I've attempted several times to ratify the issue with the original creditors and credit bureaus and they still reporting inaccurate, unverifiable information. I have disputed this item with the credit reporting agency and they reported you confirmed the account as valid. I honestly do not believe to ever have any relationship with this collection agency or original creditor. Also there are several inaccuracies with this account the way it's reporting and that's a total violation of FCRA and FDCPA laws and regulations. In a good faith effort to resolve the matter amicably, I must demand proof of this debt, specifically the alleged contract or other instrument bearing my signature, as well as proof of your authority in this matter. Absent such proof, you must correct any erroneous reports of this past debt as mine. I am writing to request that you please provide the following information : 1. Please evidence your authorization under XXXX XXXX XXXX ( XXXX ) and XXXX XXXX XXXX ( f ) in this alleged matter. 2. What is your authorization of law for your collection of information? 3. What is your authorization of law for your collection of this alleged debt? 4. Please evidence your authorization to do business or operate in this state. 5. Please evidence proof of the alleged debt, including the alleged contract or other instrument bearing my signature. 6. Please provide a complete account history, including any charges added for collection activity.
Company Response:
State: MA
Zip: 02136
Submitted Via: Web
Date Sent: 2020-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: MY name is XXXX XXXX, key bank denying me of my civil rights. releasing my own personal informaton. then to be discriminated against by the branch manager XXXX XXXX, and refuse me again my personal account info when asked why she said that there where fraud charges against me and block on account, she was already aware, that I XXXX XXXX put the claim into the fraud department, and put the block on account because XXXX XXXX had me go to the branch sign a form on XX/XX/2020at XXXX XXXX branch XXXX releasing my account to the fraud department, because that account has a XXXX balance she asumed and made me feel like i was some broke poor XXXX but she failed acknowledge to see i have 4 other accounts with substantial funds. XXXX XXXX said go to fruad, fraud defferd to XXXX XXXX and branch ... .which still led to me being deprived of accessing my account ... I made further complaints to XXXX from keybanks executive office on XX/XX/2020.. I have numerous internal investigations againt keybank being done by themselves, upon doing so they were then forced to give me my own personal bank info, on XX/XX/2020 at the end of the transaction my wife and I were then notified as were leaving by the LEAD TELLER XXXX XXXX ... that all of out accounts will be closed by XX/XX/2020 ... what powere and authorization does a lead teller have? when we said the other account we have issues with have nothing to do with our personal accounts how could they do that..she in return said were you open your account you sign it in your contract, so she is basically telling me that i have 1 business day to find a new bank to put our life savings in ... when they keep telling us that ... we are valued customers and there sorry that where being treated like this andthey will get to the bottom of this, but in the meantime there putting us through more and more ... the lead bank teller XXXX said by tuesday if we dont take our money out of our accounts then they will be closed no matter what and they will mail us checks out for our money ... then we go to police station to file police report with officer he then gives us a report ... .that barred and forbid to enter or call any KeyBank National Association properties ... so once again they are holding us from our civil rights ... and withholding our hard earned money and life saving. i should be mourning my mother and now i have to fight for whats rightfully right.. and still we have no rights ... ... .. Number 2 ... .... THEY NEED TO BE ADBDICATED ... BECAUSE THAT BRANCH IS COMPROMISED BECAUSE THAT BRANCH IS SYSTEMICALLY INCLINED TO OPPRESS XXXX XXXX PEOPLE FROM A DEMOGRAPHIC STANDPOINT THAT WE ARE PEONS IN OUR OWN COMMUNITY, SO THERE MENTALITY IS CONDECENDING, ANDWHEN YOUR IN A POSITION OF CLOUT YOU HAVE OPPORTUNITIES TO BE OPPRORTUNISTIC ... ..AND THAT XXXX AND IT STARTS FROM THE TOP
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A