Date Received: 2023-10-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have Loyality checking account with Laurel Road Bank - part of Keybank. I have no idea why Keybank send me this letter ( dated XXXX XX/XX/2023 ) that there is some fraud going on in my account. I called but nobody was there even after 25 minutes of wait. Then keybank is threatening that they will close the account and also furnish negative information to a consumer reporting agency. Keybank should provide me specifics rather than general language which gives no clues.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: my cards was charged after id was stolen.
Company Response:
State: OH
Zip: 44106
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Laurel Road Keybank has locked me out of my checking account after I attempted to transfer the funds out of the account to another one I verified with micro deposits. I tried to log in and I get the error message Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXX or XXXX XXXXXXXX. I have tried to recover my account with all the options on their website to no avail. I have read hundreds of complaints online reporting the same issue. The complaints claim that it can take weeks to months to reclaim access to the account and funds. The complaints claim they lock every account that tries to transfer money out under the guise of suspected fraud. I am shocked how prevalent this is and if its even legal. This is apparently a scam to try and withhold money from their customers by keeping it in their institution. The lengthy time period to recover the account will prevent me from the checking account direct deposit bonus. This is the only reason I opened an account with them
Company Response:
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Subject : Formal Report Against KeyBank for Unauthorized Charges and Overdraft Issues Description of the Incident : Unauthorized WordPress Charges : Date : Over the past three years. Description : I've been subjected to unauthorized charges related to a XXXX account. Despite monitoring, these charges continued without my consent. The account status misleadingly indicated " no payment has been added. '' XXXX 's ABU Service & Overdraft Protection : Date : Opted out in 2020. Description : I was aware of MasterCard 's Automatic Billing Updater ( ABU ) service and its implications. To safeguard myself, I deliberately opted out of KeyBank 's Overdraft Protection. Contrary to my directive, KeyBank continued to authorize and pay overdrafts, resulting in numerous service charges. Legal Protections & Violations : Relevance : The unauthorized WordPress charges, the implications of MasterCard 's ABU service, and KeyBank 's disregard for my overdraft preferences appear to violate the Colorado Consumer Protection Act ( CCPA ). This Act prohibits deceptive practices, which in this scenario, pertains to the unauthorized charges and KeyBank 's failure to respect my overdraft choices. Potential NACHA Violations : Description : The continuous unauthorized electronic transactions might breach NACHA rules, which could lead to substantial fines. I have provided digital evidence of these unauthorized transactions. Website Glitch : Description : I noticed an inconsistency on KeyBank 's dashboard. When accessing my business banking details, it displays information related to a personal account, raising concerns about the platform 's reliability. Attempts to Resolve : Description : I have reached out to KeyBank on five separate occasions to address and resolve these issues. Despite my persistent efforts, KeyBank has failed to provide adequate assistance or a satisfactory resolution. Request for Action : I urge KeyBank to initiate a comprehensive investigation into these matters. I believe I'm entitled to a reversal of the service charges incurred due to the unauthorized XXXX transactions and the bank 's failure to adhere to my overdraft preferences. Impact : This situation has profoundly affected my business operations and personal finances. I anticipate a prompt resolution and appreciate your cooperation. Thank you, XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX
Company Response:
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened the account in late XXXX and signed up for online banking, including mobile banking. I signed the agreements and all the required documents, yet the website kept logging me out immediately and says " looks like you aren't enrolled in any Laurel Road products just yet '', even though I still receive emails every month that my account statement is ready. I'ver called and emailed the company on two separate occasions in XXXX, the first time I got an email saying the issue has been fixed and I should be able to login now. Following the email, I immediately tried to log into the account, but to my dismay, the issue was still there. I contacted them again and this time I even sent a screenshot to show them the error, but has yet to hear back.
Company Response:
State: IL
Zip: 60402
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I send in the statement coupon with every single check that I pay my mortgage for. On said coupon is the payment due date and each check goes with each statement. I never pay more than one payment each month and it is accounted for by each payment coupon. I got a statement dated XX/XX/2023 for the dates XX/XX/2023 to XX/XX/2023 and a due date as XX/XX/2023. I sent a certified check in the mail that will be getting there tomorrow ( XX/XX/2023 ). I just got ( on XX/XX/2023 ), a statement for the dates of XX/XX/2023 to XXXX/XXXX that also says the due date is XX/XX/2023. No 2 statements should have the same due date for separate monthly mortgage payments! Since I pay one payment every month with a check and the corresponding coupon, there should never be more than one payment applied per statement. That is common sense. I expect a bank to stay as organized and be on time as I am expected to do so. I am 100 % on time if not early with my payments. It is up to this bank to sort the payments out accordingly. That is on KeyBank 's end of our contract. When I have less than 1 week to make a payment because the statement didn't get to me early enough, that is not fair, right, or even legal. I have literally less than a week. I also don't have enough money to cover 2 payments in the same month because KeyBank can't keep things straight. People are suffering in this economy and this bank is praying on me. KeyBank has an obligation to get my statements to me in a reasonable time period before the due date so I can make a payment. I'm out of checks right now and can't send in a check. I'm absolutely not calling in a payment since that is not safe or secure. I do not have a KeyBank account to do a direct online payment with. Given their performance with my mortgage, their security breach destroying my financial security, that will never happen. I NEED THE STATEMENTS TO COME EARLIER THAN 1 WEEK TO THE DUE DATE and I need due dates to be separate. Apply my payments correctly!
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: On XX/XX/XXXX I recieved a phone call which came up on my phone as Key Bank where I was advised that someone was trying to put through a payroll for {$2000.00} for a non employee. When I told them this was a fraudulent transaction they ststed that someone from the fraud depart ment would call later. I recieved a call which came up on my phone as Key Bank. Iwas kept on the phone for over an hour with many on hold times. at the end I was told that my online banking would be suspended til I went to the bank. I went on XX/XX/XXXX at which time we discovered my funds from Savings, personal checking, line of credit, and buisness checking were gone. Total {$44000.00}. The bank manager ask me if I could pull the phone numbers which called and I did. She said they were ligitimate numbers. While I was at the bank I received a call from " Key Bank Fraud Department. '' My bank manager asked me to ask their name and position. When I did they hung up. Immediately after all phone numbers in recent calls were wiped off my phone. The bank put the money back in my account the next day and the bank manager transfered {$30000.00} into a new account leaving enough to cover checks which had been mailed and payroll with instuctions that no other transactions could be made. On XX/XX/XXXX the bank reversed the deposit of XXXX leaving the account in negative balance. The bank paid off the negative balance on XXXX XX/XX/XXXX. This still left me with a deficit of {$18000.00}. Ihave been fighting contantly with them for four months. It has taken a toll on my business and my self and staff.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: After opening my online savings account at Laurel Road I have been on the phone with them every day since funding the account. Upon funding the account the account was immediately frozen with no time line for resolution. Laurel Roads explanation is that they are investigating me for suspicious or fraudulent funding sources. Every representative at Laurel Road that I speak to gives me a different set of instructions or requests different information to verify my account including requests for sensitive information regarding the funding source. If funding sources need to be verified they should be verified prior to taking my money and freezing it in an account I no longer have access to. A simple way to verify a funding source legitimacy that other financial organizations utilize is to send one or two small deposits to that account and then have the legitimate account holder verify those amounts. Taking and holding the funds for an extended period of time with no resolution or being willing to send the funds back to original source if Laurel Road is not comfortable with verification methods available to them is wrong and inappropriately ties up my access to my accounts and funds.
Company Response:
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a checking and savings bank account with Laurel road bank. It's Keybank. I have my salary direct deposit in this account. Since XXXX XX/XX/2023 I am not able to access this account. As per the message, I was told to call the bank which i did on XXXX XX/XX/2023 and was on the phone for around XXXX minutes. Reasons provided : 1. One of the check was returned back. 2. There was a direct deposit from my husband into this account. I provided my clarification and they said that they will add my spouse as a joint owner for checking account and will unblock my account to access it and do any transactions. But even after 14 days - my access is not working. It's my salary account and all my savings are there. Laurel road bank is strictly an online bank so I can not go to some branch to do these transactions. This is the message I am getting Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXX or XXXX XXXX. Finally I got XXXX letter from Keybank that they are closing my account and going to negatively impact my credit profile. Please see the attached letters. Not only this unfair and unreasonable bank held my money for weeks but now closing my account. I have no idea whether my employer paid me accurately or not?
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Good Morning, First, none of the answer choices match the issue I am having. I'll provide as much information here as possible. XXXX ( Key Bank ) has been calling my mobile almost every day for the past several YEARS. Years ago, I explained that I am not the person they are looking for. I've asked to speak to a supervisor. The calls do not stop. I do have the number blocked, but get voice a message cluttering up my voicemail every single day! Somebody, somewhere has my phone number attached to their account. I have received calls daily from them for weeks on end. Every now and then it stops for a week or XXXX and then it starts back up again. My best guess is this is a collections attempt. As long as whoever it is pays their bills, the calls let up but only for a short period when the payment is due again. I would greatly appreciate if there is there anything you can do to make these people stop calling me. Thank you!
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A