Date Received: 2020-05-04
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: My card has been taken by the ATM machine, and i need the bank send me a new one to replace. But i try to contact them thousands times, no customer services help me. They said they have a lot of customer services help us through phone, but it is a lie! a lot of customers called them thousand times, but no answers and reply. I try to contact them on XXXX, XXXX, XXXX in the morning, because they said they work 24hr/7 days. but it is a lie. I spent 4 hours on hold just to be hung up on. Ive been calling all month, until now my problem still not solved. Horrible Horrible customer service! I can not withdraw money because i don't have card.
Company Response:
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a mortgage with Key Bank on my residence located at XXXX XXXX XXXX XXXX XXXX CT XXXX. Account ending in # XXXX. With Covid virus, the numbers I attempt to call and denied access to a local branch has made it impossible to discuss the issue after receiving correspondence from the Bank with respect to insurance issues. My issue is with insurance requirements on my residence required by the mortgage. My current insurance agency ; XXXX XXXX XXXX Representative XXXX XXXX XXXX received notification from Key Bank expressing " under coverage '' policy amount for the above address. This has caused excessive insurance requirements dictated by the Bank mandating coverage on my home. I presently owe {$650000.00} on my home presently. XXXX XXXX placed valuation for replacement to be at {$660000.00} for replacement therefore assigning a yearly policy amount. Key Bank reached out to my agent and requires {$900000.00} replacement value for above mentioned property causing a unfounded jump in insurance costs to me due to valuation issues. I am asking for an individual to review these issues at hand please since my agent expects me to reach out to Key Bank and get an explanation as to these Bank requirements. I implore you to contact my agent listed above to discuss any of my issues explained to further validate this claim against Key Bank and XXXX XXXX inability to explain Key Banks position on insurance requirements. I appreciate any and all attention to this complaint since my insurance coverage requirement has made it difficult to meet my obligations due to Key Banks position with respect to house insurance. Respectfully XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX XXXX XXXX XXXX
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: - Key Bank & Covid -19 in NY - Once I heard XXXX stating 90 day mortgage Were not exempting people from the mortgage payments. Were just adjusting the mortgage to include those payments on the back end. The measures will be reassessed at the end of the 90-day period, XXXX said ( 1 ). I decided to look into this with my mortgage holder Key Bank, due to loss of work from covid 19. I spoke with a representative an she stated they would freeze XXXX an interest would still accumulate during those 3 months, there wouldnt be any late fees or any damage to my credit score. This individual then went on to state the 3 months would just be tacked on to the end of my mortgage term. This was great news so I decided to opt in an the rep went on to state that they would send me something in the mail an to not pay attention to it as it just their system generating the mailer notification an this was something special this freeze that Key Bank was doing. I then received the mailer an decided to open it an it had completely different info then what the rep told me, with things being in writing vs a phone convo I decided to contact Key Bank to be assured what the rep told me over the phone. The guy I spoke with told me they are doing forbearances an not doing extensions an that they would expect me after 3 months to pay a lump sum of the 3 months missed. I told him that I was told something completely different by first rep an asked how can they expect people who need a freeze to pay everything in one lump some right after a freeze. This program was not in the best interests of its customers to help them during these unprecedented times and that I was lead to believe. Once finding out that they werent freezing three months and tacking them on to the end of mortgage term ( which is what I was told by first rep ) I asked to be removed from this program an go back to paying my mortgage. This is a hardship for me with loss of work an lack of opportunities in my field due to social distancing restrictions in NY state. Key Bank doesnt have its customers in there best interest, we are just a number to them and its sad as I have heard some banks are doing extensions from online message boards. I wanted to bring this to CFPBs attention as I have also reached out to Governor XXXX, People could really use extensions during these hard times and its sad Key Bank doesnt really care to truly help its customers. ( 1 ) https : XXXX? XXXX #
Company Response:
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XXXX XXXX i deposit a check through the drive threw. {$1300.00} and XX/XX/XXXX through mobile app, i deposit {$1300.00}. on XX/XX/XXXX, key transfer a automatic {$1000.00} to my XXXX XXXX account. XX/XX/XXXX check for {$1300.00} was a charge back. ( which I didn't find out about until XX/XX/XXXX. ) XX/XX/XXXX {$300.00} transferred to my XXXX account. XX/XX/XXXX XXXX overdraft fee charged me 2 times. XXXX XXXX XXXX returned item charges 2 ntimes XXXX XXXX XXXX charge back fee. XX/XX/XXXX I deposit money back into the account. Spoke with a key employee at the 1800 number and local branch. Both said they could do nothing. and coulld not gaurentee anymore charges would be charged to my account. I was told to call local manager on tues XX/XX/XXXX. I did and she couldn't help me either. I asked For just no double charges and she said no. 1 key bank - this isn't the first time I recieved charges when I don't believe it was my fault. I was scamed this time with a myster shpopper scam. 2 mystery shopper scam. thank you XXXX XXXX XXXX
Company Response:
State: PA
Zip: 18052
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I believe on XX/XX/2020, I attempted to use my Unemployment Insurance Debit Card ( that I've been in possession of since XXXX ), to purchase grocery items, but for some strange reason, it would not accept my PIN ( that I'd been using for a while now ), and Locked me out of the account due to Excessive PIN Attempts. The only contact method to reach the Financial Institution is via telephone. Since XX/XX/2020, I've spent hours on hold, including attempts to call during the XXXX timeslots to see if contact is improved, but no contact. I do realize that current conditions pose a tremendous problems with this customer service type of an issue, but this Debit Card is the only financial resource that my family and I have. I've suffered some Septic issues and the County is threatening to place a Lien on our property unless we resolve the issue. Some of the funds that's currently available the Debit account was earmarked to help resolve the septic issue. My family and I are terrified by the inability of accessing these funds for our survival! Until I can gain access to this account and reset the PIN, each of my weekly unemployment benefits will continue to accrue on this Debit account without my access. Again, I do realize how busy some companies are, in this field, but my concern is how do my family and I survive without having access to this financial resource? I simply need help to regain access to what's mine, but have been unable to speak with any live person for assistance, including the fact that the bank 's Chat service is unavailable!!!
Company Response:
State: WA
Zip: 98374
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: In XXXX, I had an active credit card with XXXX XXXX XXXX ( " XXXX '' ) which experienced fraudulent charges. XXXX removed the charges and I closed the card. In XXXX, Keybank acquired XXXX and the fraudulent charges were reactivated as a due balance in error. Keybank was aware of this error and in XXXX they notified me that the charges are not valid and to disregard any statements asking me to pay a past due balance and they said they would close out the account. On XX/XX/XXXX I opened my first ever Keybank checking account and enrolled in online banking with Keybank. Upon signing in for the first time I saw a credit card linked to my profile with a balance due of {$240.00} and with a payment due date of XX/XX/XXXX. I immediately called Keybank to understand what the credit card charge related to - I had forgotten about both the XXXX and XXXX issues described above. After spending XXXX on the phone, having been shuffled around to eight ( 8 ) different groups, I hung up the phone to attend to my full time job. Each group told me there was nothing they could do, in some cases I was transferred to the same group twice, and one group ( online banking ) even told me " it wasn't there problem. '' I called back about an hour later and I was put into a queue for a supervisor on the credit card service team to call back when they are free.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: DownLoadable Copy of this letter is at : XXXX : XXXX @ XXXX I deposited a check from XXXX XXXX into My KeyBank checking account that did not go through, so because the check did not go through, KeyBank made it so that I can no longer access My account, and now, also, KeyBank has not responded to My request to have My account unfrozen. I sent this letter to KeyBank and for some unknown reason, KeyBank has not yet taken the hold off of My ATM card, Your help in getting My money freed up is Greatly Appreciated, XXXX XXXX To : KeyCorp Chairman and CEO Ms. XXXX XXXX XXXX XXXX https : XXXX XXXX : XXXX ( XXXX ) XXXX And KeyCorp XXXX XXXX XXXX XXXX and Chief Operating XXXX | KeyCorp Board of Directors XX/XX/2020 From XXXX XXXX KeyCorp CEO and chairman XXXX XXXX XXXX XXXX Your retirement. Incoming KeyCorp CEO XXXX XXXX congratulations. I am looking to access My debit card without having to contact anyone anymore. Something went wrong and I am sure that You can fix it. I opened a KeyBank Account, Debit Card # XXXX XXXX XXXX XXXX, to have Direct Deposits of My Social Security Benefits deposited into. I was informed by Your Staff : Phone # XXXX, that because of the {$600.00} check mobile-deposit that I made was not negotiated, Your Staff blocked Me from gaining access to My Social Security by blocking My Debit Card. I do not have any money to call on the phone anymore because My phone has been restricted and I do not have any money to go to any KeyBank Branch because My Social Security is being held. I can not go to the nearest KeyBank which is Miles away and I can not walk there and I do not have any money to pay for transportation to KeyBank. I was informed by Your staff that if I stopped into a KeyBank there is no promise that this matter would be resolved anyway. I have called KeyBank over 20 times to XXXX, XXXX, XXXX, and My social security is still being held and My debit card does not work. Your staff told me that I was suspected of fraudulently using My debit card, which is not true because I never attempted to use My debit card to make any deposits. One day I bought a XXXX prepaid {$100.00} gas card and I used it once to make a purchase at a XXXX gas station in XXXX XXXX for {$40.00}, then I went to use it at a XXXX gas station a couple of days later, I was told that there was no money left on My card. So I spoke to the XXXX XXXX XXXX and XXXX told Me that a {$60.00} purchase at a gas station in the state of California cleaned out My balance. I did not make the {$60.00} charge in California because I was never in California, so the XXXX XXXX XXXX gave Me the {$60.00} that I never used because, someone, somehow made a card with My {$60.00} on it and used it to withdraw all of my money for gas in California Your staff mentioned something about someone attempted to make a transaction fraudulently in XXXX NY, it was not Me. I have had My ATM Debit Card with Me 100 % of the time since the day that I received it in the mail from KeyBank, and it has not been out of My possession, I have My KeyBank ATM Card with Me right now and no-one besides Myself has ever seen it or used My KeyBank ATM Card. I do not have money to buy food. I do not have money to pay My insurance which is due to elapse if it is not paid today, I was informed that I will be charged Attorney fees and evicted which would make Me homeless, all because My Social Security is being held. If there is a lapse of My insurance the Department of Motor Vehicle can suspend My registration and, If there is a lapse of My insurance, the Department of Motor Vehicle can suspend My driver 's license Before I deposited the {$600.00} check into My KeyBank account I called XXXX XXXX Bank and they told Me that the {$600.00} check # XXXX was good and that there was enough money in that checking account for Me to cash the check. So that very same day I made a mobile deposit into my KeyBank after I received the check back from KeyBank, I again called XXXX XXXX Bank and XXXX XXXX Bank told Me that the check was good and that I should stop into XXXX XXXX Bank and cash the check and that there would be a {$7.00} fee to cash the check at the XXXX XXXX Bank. The checks bouncing that keeps coming up and being mentioned over and over again when I call KeyBank and, I am repeatedly told as the reason for My funds being held is not and never was a concern of mine, I can never control a checks cash-ability that I deposit, I can and did all that I could do by calling XXXX XXXX Bank before making the mobile deposit into KeyBank, I was told that I should not have deposited a bad check and that I was responsible and should be not deposit bad checks into My KeyBank checking account as though I purposefully deposited a bad check in to My account knowingly which I did not because I did all that I could do. The only other thing that I could have done was to cash the check at a XXXX Bank then put the Money into the KeyBank Bank. I just need to not have any more fine and fees added to My accounts and to stop the warnings about eviction, I need the ability to use My Debit CarXXXX. I was informed that the same check that I can walk into a Bank and cash, is not cashable in the KeyBank Mobil App and is the cause of this problem. The check that was cashable in the Bank caused the KeyBanks online Banking not to work I sent a letter to KeyBanks XXXX page messaging to resolve this matter and My Debit card is still unusable I to keep from being evicted, sent a request to Your XXXX XXXX XXXX account, and KeyBanks XXXX, and I have not gotten any response. I am doing what I can to keep from being evicted. I took 2 minutes or so to open a KeyBank online account and use it, I believe it would take on time at all to free up My Social Security. I have not been able to use My ATM card for over 2 weeks now and I can not use My Social Security money. I am trying to avoid the obvious like having to pay higher Insurance premiums later because of cancelations. I am seeking access to My debit card without having to contact anyone else or to communicate anymore about this matter. I have spoken with someone from KeyBank on the phone over 20 times, and XXXX times Your staff on the phone has confirmed that it was Me, XXXX XXXX, that they were talking to XXXX times. I have My ATM card with Me and no-one but Myself has ever used it. I have the XXXX XXXX check that KeyBank sent Me in the mail which is the check that I deposited into KeyBank through XXXX XXXX XXXX. I went to a local ATM near My House and used My KeyBank debit card on XX/XX/2020 at XXXX pm only to find that My KeyBank ATM card was not working. I am aware that the same check that XXXX XXXX Bank will cash, that very same check can not be cashed using KeyBanks Mobile or KeyBanks Online Banking platform. I have called KeyBank so many times that they recognize Me without Me identifying Myself. I spent XXXX minutes or so to open the KeyBank online Checking Account, It probably would take 2 minutes or less to free up My ATM card so that I can use My Social Security money. I, without having to make any future letters, would love to use My ATM card Thank You in advance for resolving this matter and I hope that I have cleared up any misunderstandings. You can reach Me at My Email addresses, for now, I hope that My email does not become unusable by Me because of on money. I do not need a new ATM account or card, or checking account the card that I presently have works fine, I just need it to be unlocked. I have called Your Bank more than 20 times so much that they know who I am right away without me repeating My identity, they have all of My info for Your review. A check that is cashable in the XXXX XXXX Bank is not cashable in KeyBanks Mobile App I am now aware of. I just need My retirement money and My ATM card working again. Make it a Great Day, XXXX XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Re : Covid-19 Forbearance due to Covid related loss of income I spoke to a Key Branch manager about forbearance in early XXXX ( Date? ) and was sent out a packet. I then called the mortgage department and was told NOT to fill out a packet, and to wait for a call back from Loss Mitigation. After several weeks, and no call-back came, I contacted a Key representative on XX/XX/XXXX @ XXXX XXXX and spoke with an agent who Transferred me to the loss mitigation department. The gentleman who answered explained that no payments would be due for 90 days and that after that period I was to call in and a streamline process would take place, where we would be eligible to add the payments to the end of the loan. He also explained that he was the head of the loss mitigation department ( i did not get his name ) and we spoke for over 20 minutes about my fears that 4 months of payments would become due at the end of the forbearance. I am not working due to stay-at-home mandate in Pennsylvania and said we would NOT be able to come up, win 4 months. He assured me not to worry, and that as of now no other paperwork is required. Today we received paperwork in the mail to fill out ... I called and was told by an agent in loss mitigation ( XX/XX/XXXX ) that all payments ARE due at the end and that what was explained to me on XX/XX/XXXX is Incorrect. I would like to speak to the person who I spoke to on XX/XX/XXXX to confirm and get clarity. We are scared to death now that Key will be attempting to take the home weve been in for 17 years. I was very cautious and clear when going into this forbearance situation that we would not be able to come up with 4 months of payments at once, and I was assured on XX/XX/XXXX that that would not be the case.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Early this year, I received a credit card, which I thought was attached to an existing KeyBank joint checking account. I activated the card and charged {$4.00} at XXXX XXXX. All cards associated with our accounts at KeyBank are paid, in full, on line and on time. In XXXX, I received a letter, indicating " the minimum amount due '' was not paid. I spoke with customer service representative, XXXX ( ref XXXX ), who told me this is an unsecured credit card, not associated with my personal checking account. As I had not requested such a card, I asked that the card be cancelled and the account closed. I asked him to remove the late fee, as I never received a statement. He said it was an " on line '' process. I asked where this account exists on line, as this card is not showing when I log onto the KeyBank site. I asked for a paper statement so I could pay the {$4.00} owed. I received a letter about a past due account instead. I called customer service again today and was told by XXXX that the call with XXXX was " not properly closed '' so, although the account was closed, no statement was sent and I could get the information on line. I asked if she could tell me how to access this, she said she could not and transferred me to another representative. The call was dropped after our initial introduction.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I disputed the charge wit key bank twice they gave the money back twice and took it again after they told me to shut my account down and make a new one to solve the problem! I have XXXX kids and aint working they took my last i Just want it back
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A