Date Received: 2020-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made an additional principle payment of {$1500.00} on XX/XX/XXXX to from my checking to XXXX # XXXX on my Home Equity loan with Key Bank. They applied the payment to XXXX # XXXX instead. I called customer service on XX/XX/XXXX and asked them to fix the error and allocate the full {$1500.00} to XXXX # XXXX and was told that the request was put in and would be complete in 2-3 business days. KeyBank reversed the payment off of my loan, but after 4 business days still had not applied it to the correct XXXX. The payment was payment was not anywhere on my loan, nor put back to my checking, it was simply missing. On XX/XX/XXXX I went into the XXXX Branch and spoke with XXXX who said I needed an appointment and she would call me at XXXX that day. She never called me, so I went online and set another appointment for XXXX the next day on XX/XX/XXXX. I had to call the branch on the XXXX and leave a message for XXXX to call me. When I finally spoke with her she said she put in a request to get the {$1500.00} applied to XXXX # XXXX and it would be complete in 2-4 business days. After 5 business days, again the payment was not posted. I spoke with XXXX at the XXXX branch on XX/XX/XXXX and was eventually told he spoke directly with the back office that processes the payments and that it would be posted in a day or 2. After 3 more business days, still no payment. I called XXXX back on XX/XX/XXXX at XXXX am. He called back at XXXX and said that neither the back office or his Operations Lead can explain why this is happening or give an XXXX for it to be fixed, I just have to wait. It has been 3 weeks since the payment was initially made.
Company Response:
State: ID
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX, 2020, in preparation for closing my account, I transferred all but {$50.00} to my new financial institution, taking into account pending transactions on the account, and leaving sufficient funds to cover any charges. At the time, I used KeyBank 's website to lock my debit card to prevent against future charges. The KeyBank website states " When you lock a card, it's temporarily frozen. That means we won't process any new purchases, ATM transactions, or recurring debit card payments until you unlock your card. '' ( screen shot attached ) On XXXX XXXX, 2020, I was charged multiple charges from recurring debit card payment transactions, causing my account to go negative. I called and spoke with a customer service representative who told me that, despite the language on the website, the KeyBank internal policy states that it may take up to XXXX hours for a lock to take effect, and customers are responsible for any charges and overdrafts that occur in that time period. Furthermore, she stated that the internal policy says that all recurring debit card payments, will also be authorized ( e.g. XXXX ). This information is in direct conflict with the policies published online. Their website is deceptive and harmful to customers, as it does not align with their internal policies and is punitive to customers. Furthermore, it makes it incrementally more difficult to resolve pending transactions on the account, preventing me from closing the account.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I opened a loan to move XX/XX/2015 I ended up not moving never touching the money I got from the loan and made one full payment to key bank that account should be closed
Company Response:
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I went to XXXXXXXX XXXX from XXXX and had student loans for tuition through KeyBank, serviced by XXXX XXXX XXXX XXXX from XXXX through XXXX. In summer XXXX ( XX/XX/XXXX ), KeyBank switched servicers from XXXX XXXX to XXXXXXXX XXXX XXXX. At that moment in time all student loans ( different years / semesters ) were paid on time and paid ahead. All payments from XXXX to XXXX were made on time and for an amount above the minimum payment required resulting in paid ahead balances. XXXX had different privacy policies than XXXX XXXX that I was not familiar with. In the communication from KeyBank, I was told my accounts, login ID, passwords would not change. And that was true. I continued to login with the same ID and password and make the same monthly payment as had been for the past 10 years. In XXXX/XX/XX/XXXX, XXXX reached out saying I did not make a payment on my student loan. I checked my bank account and money transferred from my bank account to XXXX for the same amount as had been for the past 10.5 years. XXXX / KeyBank reported this to the Credit Agencies taking my Credit Score from just above 800 down to about 710. Eventually, XXXX and I were able to determine that XXXX had different privacy settings than XXXX XXXX and that had led to the payments ( {$600.00} per month for 10.5 years ) to not be applied in the same manner than XXXX XXXX had applied them. This caused one of the loans to not be receiving part of that {$600.00} payment. The remainder of the {$600.00} payment I continued to make was being applied to paid ahead balances on the other loans while letting this one loan go into default. Through all of my communication with XXXX they agreed they were in error and would fix this. However, it was never done. I was continually spun in circles. It was eventually escalated to KeyBank executive offices ( XXXX ) who did a review and said that I never made a payment on that loan and therefore it was in default. Subsequently, the following month I made the same {$600.00} payment and the {$850.00} balance of the loan went to {$0.00}. XXXX moved paid ahead balances from other loans to that loan to pay it off and then close it. I did not request XXXX to do that action. When I followed up with XXXX to ask how that happened the service representative was not able to explain how it happened and said that it shouldn't have. If XXXX had that capability then why would they have not done it before putting the loan into delinquency. I have been in communication with XXXX and KeyBank for the past three ( 3 ) months and have continued to just be spun in circles. I don't know where to turn to at this point.
Company Response:
State: OH
Zip: 45242
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX at a KeyBank location in XXXX, Ohio, I attempted to withdraw a {$1100.00} money order from 1 of my 2 checking accounts with a teller. The account I tried to withdraw from had a recent SBA loan deposited. This loan I had recently applied for and was approved for since I own businesses. The teller saw this deposit as potential fraud needing verification according to how she said she was trained because she is a new employee so she called over a manager named XXXX. I asked them both if I could draw from my other account which had sufficient balance to cover the {$1100.00} money order and he said no. He proceeded to tell me my in front of other customers, staff and the other manager that my account " was fraud '', my account would be flagged due to the SBA fraud and he needed me to sit and wait while he verified this deposit. I sat and waiting while he and another manager named XXXX called someone regarding this. I do not know who he called. As I waited I asked XXXX why could I not get {$1100.00} since my accounts had more than enough to cover this and/or I could take it from the other checking and he said XXXX is handling this. I showed him the SBA loan approval in my phone and the screen went dark and he asked me to reload it and I did and he looked again but still did not help. After 15 minutes XXXX told me I could get the {$1100.00}. As the teller was withdrawing my money order he mentioned to me where both of my accounts were opened and said in front of her that my account may be closed after I leave due to fraud. XXXX accused me the entire time I was at the bank a being a criminal. He and XXXX did not allow me to withdraw from either account which is not proper protocol. XXXX had no reason to suspect a fraudulent transaction. I showed my ID, I have been a customer since XXXX. I believe he profiled and discriminated against me. I am young and XXXX. He also made an exerted effort to watch me walk out the back to see what car I was going to or who I was with. His behavior was over and beyond protocol. He can not determine by calling anyone if my SBA loan was fraudulent. In speaking to a KeyBank executive, she acknowledged that he was supposed to at least let me draw from the other checking account. I want to know who XXXX called and what was said about me. I also suggest the video be seen of this situation. I asked a few times while I was there why I could not draw money when my SBA loan was less than my account balance before it was even deposited. He blocked all my funds, not only the loan amount. He spoke to me as it was definitely fraud every time we communicated and I had corrected him to not say that in front of XXXX and the teller because it was a legit loan.
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Today XX/XX/2020 around XXXX I see an unauthorized charge to a rental company called XXXX XXXX XXXX at around {$400.00}. Shortly after I call my debit card company KeyBank stating I need my card canceled, I have an unauthorized charge and had lost my card. At first I thought the charge was a false charge from my own cancelation of another charge from another company. Then I notice my card was dropped, and I call Keybank immediately. I also see my email is hacked and the fraudulent person on my account is talking to XXXX XXXX. I asked my company to please send the replacement card as fast as possible I paid {$15.00} extra. I said also I need the money soon and they told me it would take over 2 weeks to get my money back and they wouldn't be sure if I could get it back. I need that money to feed myself, I am unemployed. They did not even offer a temporary credit for me and I fear for my overall health.
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020 I opened a debit card dispute with KeyBank for cancelled airline flights with XXXX XXXX. XXXX XXXX cancelled my flight on XX/XX/2020. They didn't send me noticed of the cancelled flights until XX/XX/2020. On XX/XX/2020 I spoke with XXXX XXXX about the canceled flights. They offered me credit vouchers or ( reluctantly ) a refund. I chose the refund and they told me that the refund could take " a very long time. '' At KeyBank 's request, on XX/XX/2020, I mailed in 29 pages of support for the canceled flights and the fact that XXXX XXXX had not issued the credit. In the support, I provided evidence of my complaint with the United States Department of Transportation, US regulation on customer rights for refunds, and support for the refunded flights. On XX/XX/2020 KeyBank still had not processed my mailed in support and removed my temporary credit for the {$4000.00} in dispute. At KeyBank 's request, I emailed the same support on the same day. On XX/XX/2020 KeyBank denied my dispute stating that XXXX XXXX had offered me a credit voucher and that was sufficient to evidence no error on behalf of the airline. After receiving the letter on XX/XX/2020 I made multiple attempts to contact XXXX, with the Executive Services team. On XX/XX/2020 I was able to speak with XXXX and ask that they reconsider the declination, given that I had no access to the credit voucher, and still had not received a refund from the airline. On XX/XX/2020 I received notice from the US Department of transportation that my complaint was valid, and in violation of consumer rights and that they would forward my complaint to XXXX XXXX. I advised XXXX, with KeyBank, of this fact. On XX/XX/2020 I received a response to a prior CFPB complaint that KeyBank was upholding their declination decision. On XX/XX/2020 I received an email from XXXX XXXX in response to my USDOT complaint. In the email, XXXX XXXX confirms that I do not have access to the credit voucher and claims that they refunded me for the canceled flights, which they have not. I'm asking for the CFPB 's assistance in forwarding my complaint to KeyBank, with included evidence from XXXX XXXX 's communication that they had refunded me. KeyBank should be able to see, from my account transaction history, that I have never received a refund from XXXX XXXX. I am asking that they reverse their declination decision, process the chargeback to XXXX XXXX, and issue a permanent credit to my account. Contrary to KeyBank 's declination response, XXXX XXXX has committed an error, and continues to withhold my funds.
Company Response:
State: WA
Zip: 98310
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have been having continuous issues since opening my accounts with Key Bank about a month ago. I opened them when I applied for a mortgage, and I think there was an issue in funding so I went to the XXXX branch to fund my checking account and got my account number. I have never been able to use online banking ( I think its been a month ). I called the call center multiple times, drove 45 mins to south bend to find out the branch was closed due to coronavirus ( my fault ), and then got scared this week as my first ever mortgage payment is due and I can not pay it. I emailed my contact who originally helped with my mortgage who put me in contact with another person is also helping to reopen my accounts. I have had all of my accounts cancelled- checking, savings, credit cards for no apparent reason. Called XXXX to get help paying my mortgage. I spoke to " XXXX '' around XXXX today XXXX/XXXX/2020 and was unable to be helped, manager refused to speak with me about my issue. This is after I gave them my SSN, address, name, phone, and account number. I was pretty hysterical ( sorry XXXX XXXX but I believe as a customer I am at least entitled to have the manager tell me directly that they cant help me, even if it was in a later call, which I agreed to, or to have them take a step to help resolve my issue. I didnt feel like I was treated as a valuable customer, and I have felt that the burden of fixing this problem has been largely on me. In contrast, I spoke with the call center XXXX/XXXX/20 around XXXX and spoke to an absolute angel who heard my concerns, was able to verify my identity, spent a lot of time trying to solve my issues and connected me back to the branch I opened the accounts with. I spoke to another absolute angel, the branch manager at XXXX PA who is also trying to fix my accounts. I also previously spoke with someone from IT who put in a ticket and was also extremely helpful. I have no timeline for any of these accounts getting re opened, I dont know where my initial deposit went, and I can not seem to utilize the call center to help because I feel like I get treated with suspicion before being turfed to someone else. I have never had this much trouble with a bank.
Company Response:
State: MI
Zip: 49085
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Key Bank has an account on XXXX that shows I ower about {$720.00}. I paid and settled the account back in XXXX, but I recently tried to get a bank account and I could not because htis information showed I was in default.
Company Response:
State: OH
Zip: 45236
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am the parent/co-signer on my son 's student loan that is serviced by Key Bank/XXXX XXXX XXXX. I send in monthly payments by automatic debit from my business account with XXXXXXXX XXXX. I sent check # XXXX for the sum of {$220.00} on XX/XX/XXXX ; and check # XXXX for the sum of {$220.00} on XX/XX/XXXX. XXXX XXXX XXXX lost both checks. I contacted them via email on XX/XX/XXXX and forwarded copies of my bank statements showing the cashed checks. XXXX XXXX/Key Bank reported delinquency notices on my credit report causing my score to lower approximately 70 points. On XX/XX/XXXX, I spoke with Supervisor, XXXX ( Employee XXXX ). I informed him that XXXX sent me the cancelled checks cashed by XXXX and asked to settle the account. XXXX informed me that Key Bank has no process to settle accounts. I want to be able to settle the account due to the unfair damage Key Bank/XXXX XXXX caused me on my credit report.
Company Response:
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A