Date Received: 2020-04-22
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I reported fraud in XXXX, 2020. My new card took 1 month to arrive SINCE THEN NONE OF MY DIRECT DEPOSITS HAVE GONE THROUGH-THIS IS MONTHS. KEY BANK IS STEALING MONEY FROM THE UNEMPLOYED. I SET UP DIRECT DEPOSIT TO ANOTHER BANK BUT IT IS NOT GOING TO THAT OTHER BANK. HELP. HELP.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: A few months ago I paid down my Key Bank credit card to XXXX. I worked really hard to pay down my CC to XXXX. I am proud of myself for paying down my CC to XXXX. Thinking that my CC balance is now XXXX, I did not make a payment one month. Next statement there is a {$20.00} charge from an auto pay from XXXX or XXXX or something like that that I didnt expect AND a late payment fee of {$39.00}. I called and asked to have the late fee removed ( who knew there would be a minimum payment due on a {$20.00} balance anyway??? ), the person on the phone said I already made a requested to have a late payment fee removed and therefor exceeded all my options to have this fee removed. I paid the {$20.00} charge. Next statement there is a balance of {$39.00} and a late payment fee of {$39.00}. I called the bank band to asked them to remove the fees, or I will cancel my card, which I did because of course they wouldn't. ( and I remember the guy who closed my account saying the account is closed and I had a XXXX balance ). The next statement after that shows a balance of {$80.00} and yet another late payment fee on my now closed account. Now I am threatening to cancel all my accounts with Key bank because I have over {$100.00} of late payment fees for late payments of late payment fees. They still refuse to remove to the fees. I have a very high credit rating, and do not want this fiasco messing that up.
Company Response:
State: OR
Zip: 97123
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2020 I patronized a XXXX property that utilizes XXXX XXXX XXXX as a payment processor. I noticed that the merchant charged {$550.00} for charges that were already pending from XX/XX/XXXX. The merchant indicated that the charge could not be voided because it was transacted on XX/XX/2020 unbeknownst to me. There are pending authorizations from XX/XX/XXXX that have not cleared the account. I asked the merchant if these were finalized and the manager indicated that he had no way of knowing if they were and also that XXXX XXXX services refused to remove authorizations despite the merchant being paid. This has been a constant issue. There is another authorization that is currently pending from XXXX XXXX XXXX XXXX XXXX in the amount o f {$150.00} from XX/XX/2020 resulting in a hardship for my family during the pandemic. I ask that the Federal Reserve and other regulatory authorities look into these procedures, because this seems to be an issue with batch processing of transactions. The merchant in essence has created a new charge and been paid for it while having authorizations pending on a consumer 's account. The total pending authorizations are well over 20 days and total {$930.00}. Please review this as soon as possible as this a situation that can be concluded quickly. Thank yo u for your assistance.
Company Response:
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As a currently serving member of the XXXX XXXX XXXX XXXX, I am required to maintain a favorable credit report history. It has come to my attention that there are items on my XXXX credit report that I am in the midst of disputing. In the interim, I am also asking for your assistance in this matter. Specifically, the ( 5 ) aspects to this inquiry are noted below and all appear to relate to each other. My contention and recollection is that in XXXX, Key Bank may have transferred my education loans to a new servicer, XXXX XXXX. All payments were made to them. Then, in XXXX, I received a severance payment and paid off all said student loans in full. None of the institutions below could provide me with sufficient information from which to move forward toward any understanding of payment history or reflecting that the loans had been paid in full. Therefore, I am asking for your assistance and look forward to a resolution with your findings. Thank you for your assistance in this matter.
Company Response:
State: NY
Zip: 12144
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have a MasterCard credit card From KeyBank Via the unemployment office I have tried for a week now to get ahold of key bank as my card is locked and it wont let me use it. I have tried everyday to call and continue to get put on hold for 3 hours until it automatically hangs up on me. I can not access the online portal either as it wont let me sign up cause it says my card has to many pin attempts. I just need my unemployment thats on the card for bills but again keep getting hung up on before anyone even answers as it times out at 3 hours thank you :
Company Response:
State: AK
Zip: 99504
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: During COVID19 the bank took XXXX dollars from me on an overdraft. We are in a time of crisis and this bank has decided to take the little money we have and say its for overdraft fees. I am a father and husband people rely on me. I want that money back.
Company Response:
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2020-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: An assignment of mortgage was recorded in the land records regarding my property on XX/XX/XXXX by an unknown party to the assignment. The assignment was allegedly executed on XX/XX/XXXX by parties not affiliated with the party who requested the assignment to be recorded. I want to know how XXXX XXXX XXXX XXXX XXXX had the authority to record an assignment of the to which they were not a party. I would also like to know who the owner of the mortgage and note was at the time the assignment was executed and also at the time it was recorded. An employee of XXXX XXXX XXXX has stated to me that my loan was purchased and then placed in a XXXX trust with XXXX XXXX. Who did XXXX XXXX. Purchase the loan from? I also see that XXXX XXXX XXXX, as well as XXXX XXXX and XXXX XXXX and XXXX XXXX XXXX have filed for bankruptcy. Therefore, the records should be available for the question to be answered.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I was asked to be a " sponsor '' for a car for 6 months and after the 6 months I will be removed. I was mentioned that I will be a sponsor and NOT a co-signer to help the owner/operator of the vehicle to receive cheaper payments. This communication started on XX/XX/XXXX through text message. I explained that I did not want my credit report ran due to it will lower my score and that I am NOT putting anything in my name. I was asked to speak to the loan officer and also told that it will NOT affect anything with my credit. I was told that my information will make payments cheaper only for 6 months. I spoke with the loan officer and he explained to me that I will be helping my credit score will helping with lower payments for the owner. I explained that I did not need help with my credit because my credit is over 800 and that's the reason for this individual needing my help. The loan officer also stated that my information will be attached for 6 to 8 months and it will be removed. Based on the information that provided through text and the phone conversation I had with the loan officer I agreed under the conditions that my information will be removed after 6 months. He agreed. The following day a female along with her young daughter came from XXXX XXXX, NY to XXXX XXXX in XXXX XXXX to have me sign paperwork. At no time was it mentioned that I was signing off on a loan that will be held in my name. I was told where to sign and given one of the two keys to the vehicle. The other key went to the individual that will be the owner and/or operator of the vehicle. Fast forward, I received paperwork to my house as everything was being mailed to me. I would carry the paperwork to the operator of the vehicle for them to handle as explained that this information should not be coming to me. Fast forward some more, I began receiving traffic tickets for a vehicle I do not " own '' and/or operate. After a while I dugged in to what and why things were coming my way. I found out I was the owner of this car and NOT a sponsor as it was stated to me in text messages and phone conversation with the loan officer at XXXX. In XXXX of XXXX I reached out to XXXX in attempt to get a hold of the loan officer. My calls and message were gone unanswered. It was near the XXXX holiday and decided to call back in XXXX, XXXX after the XXXX XXXX. Still, calls and messages were gone unanswered. I continued to called the following months, and still nothing. After receiving tons of traffic ticket, I was able to remove my name from the title of the car to the and transfer all liability to the " owner '' /operator of the vehicle. I assumed my worries were over at this point until XXXX, XXXX. I monitor my credit report if not weekly, monthly and review all alerts if any. Early XXXX I received an alert that my credit score dropped 52 points from XXXX to XXXX. At the time I was unable to to get information on what happened as I have 100 % history of on-time payments. Seven days later my XXXX score dropped 85 points from XXXX to XXXX. I was able to determine that it was due to a missed payment from Keybank. I reached out to Keybank and when I finally got to someone I was told that the loan in mention is ONLY in my name and not in the name of the individual I gave. I was told the only way I can get out of this loan is if the owner refinance and gets the loan in their name and that's if they get approved. The second option is if they keep up with payments and pay ontime. This loan is for 72+ months. Not sure why I'm on the loan and if my credit was use to help the owner receive lower payments, why is the contact for 72+ months. It's been 1 year and 10 months. I was suppose to be removed from this car per the conversation with the loan officer over a year and 4 months ago. I believe XXXX and/or the loan officer falsely mislead me into a binding contract not as a sponsor to help lower monthly payments, but had me purchase a car and placed my name on the insurance. In addition, the documents given for signature was back dated.
Company Response:
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2020-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Last XXXX I bought a new car and the car dealership chose Key Bank as my lender. Since then it's been a lot of hoops just to make payments. I pay all of my other bills on time and with no difficulty. At no point with my difficulties with making this car payment has it been the result of a lack of funds or my willingness to pay in full and on time. It started with the first payment : I knew key bank was my lender and I had enough information to sign up for an online account. There I saw the total I owed and across the top of he screen it said " There are no scheduled Payments or Transfers, '' but nothing else. There was no indication on any of the screens what my minimum payment was or its due date. This remains true to this day for their online bill pay set-up. The only way to find this essential information is to click on statements, pull up a pdf of the statement and there you can find it. I know that some loans have a grace period of about a month to establish their first payment, so I waited for an alert via email or some type of change to their screen to let me know my bill was due. I would check weekly. Eventually I received an email saying that I was late and there was a late payment. I called immediately and paid and started inquiring about how to simplify the process and/or set up auto payments. Through their site, they would not let me set up my checking account to make payments - auto or otherwise. Through many phone calls I was eventually told that the only way to set it up was to go into the branch, so I did that, taking time off of work to go. I met with someone and filled out all the paperwork to have auto payments happen and would check my account regularly to see if the payment went through - it never did. I called online banking to find out that it was not set up and no record was known of my efforts at the branch. I went back to the bank branch and was told, " oh, he is new and filled it out wrong, I'll fix it.. '' so more paperwork was filled out and I went back to checking to see if it would go through - it never did. Upon one of my many phone calls to them they said there is no record of me ever filling out paperwork - again. So, at this point it seems clear that filling out paperwork at the branch doesn't work. They won't allow me to register my bank account on their site for payment. My bank is XXXX XXXX and their site indicates they do work with them though I'm not sure why my specific accounts won't register and I've never been given a clear reason - though last phone call a " tech guy '' said " it's because you tried in the past and didn't work. '' I have no idea what to make of that. At this point, my only way to make my car payment is to call, which of course, is awful. I'm currently waiting on hold. Today is XX/XX/2020 and it's been made clear that it's because of covid but every time I have called it's been a pretty long wait. My first attempt took 35 minutes and I expressed my frustration and then the phone went silent - I was hung up on. Now I'm waiting again - 22 minutes now - and this is the only way I can make my payment each month. What's worse is that they tell me " oh, you only owe {$340.00} '' so that's what I pay but I just looked at " my transactions '' and I have been charged XXXX times for late fees at the cost of {$16.00}. This is what made me upset on my previous call because I was looking at my bill which showed that my total due was {$680.00} and was told I only owed {$340.00} - which I now understand would land me with yet another late fee. I just, finally, successfully made my full payment. They again said I only owe the {$340.00} amount and I said, " no, I owe {$680.00} and if I don't pay that full amount I will get hit with a late payment, is that correct? '' they responded, " well, yes. '' They're misleading me into paying an amount that doesn't get me current so that they can charge me a late payment. I have not checked my credit report but if this hurts my otherwise excellent credit, I will be furious. My plan for a solution to this was to refinance through my regular bank, XXXX, but I don't think that's possible if I'm temporarily unemployed due to Covid. My only option is to call each month and wait for a half hour to an hour to make a payment over the phone. Every bit of this experience has been illogical and maddening. A financial institution as large and longstanding as Key Bank has to know how to do things well and clearly has chosen not to. It makes me feel that it's an intentional way to charge customers late fees. It shouldn't be difficult to pay bills.
Company Response:
State: NY
Zip: 14213
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Getting the loan
Subissue:
Consumer Complaint: Dear CFPB Member, I hope you and your loved ones are staying well in this midst of this ongoing pandemic. I would like to express my sincerest disappointment that I am having to write this complaint during such a difficult time. However, this week alone I've spent over 8 hours on the phone with XXXX XXXX ( i.e. KeyBank ) trying to figure out why it is taking so long for them to approve and disburse a small personal loan that I need for general living expenses. My mother and I submitted the application on XX/XX/XXXX, and we have been calling-in multiple times per week ( sometimes per day ) since XX/XX/XXXX. Each time we called, we were told by representatives that our application was at the underwriters, we would have a decision ready " this week '', " any day now '', after the weekend, etc. And this vague promise of a disbursement any day now, in a few days, etc. has continued through this week ( as of writing this complaint at XXXX XXXX PST XX/XX/2020 ). If I weren't already so far into this process and if I didn't need this money as quickly as possible, I would withdraw my application on principle right now. And that's part of why I feel so taken advantage of - this bank knows I need the money and they have my back up against a wall. What theyre doing is giving needy people hope for quick financial relief through false advertisements. And then, when those poor, unsuspecting people are a few weeks into the process, KeyBank pulls the rug out from under them and they realize they're trapped. In the business world, I believe this is called the bait and switch. In this case, it is in the form of KeyBank giving their borrowers the contact information of a call center that has absolutely no bank employees, all of whom are trained to offer false assurances ( any day now, after the week-end, etc. - bait-switch-rebait-reswitch, etc. )., which customers later ( and too late ) find out are false. My parents and I kept calling ( instead of withdrawing the application and going somewhere else ) is because, like all good scams, by the time we realized this was a scam, XXXX XXXX had already roped us in too far. After much thought, the words to describe how this experience made me feel are : violated and helpless. Its hard to admit when one feels this way ; however, I still feel helpless from my experience, and I ask whoever is reading this report to help not just for me but for everyone else who has had similar experiences. These people are predators, and they are taking advantage of innocent people. In closing : This is a stressful time for everyone with the ongoing pandemic, and I've found that challenging times tend to bring out the best and worst in humanity. I'm beyond disappointed that the team at KeyBank has let this crisis bring out their worst. We live in historic times ; and, unfortunately, historic times are usually written by the Four Horsemen : Famine, War, Pestilence, and Death. But Isaac Newton also described the motion of the stars and transformed humanitys understanding of the universe while sequestered at home during the plague. I ask those reviewing this complaint to make the most of now, protect the vulnerable, and remember that adversity does not build character, it reveals it. Thank you for your time. Sincerely, XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX
Company Response:
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A