Date Received: 2020-04-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Hello, my name is XXXX XXXX XXXX. I am from XXXX XXXX Colorado I have a key bank account credit card. we have had several deaths in the family in the past 6 months and now I have been out of work for almost 4 weeks. I knew I was going to be late on a payment due to helping to pay for family death cost. I contacted KeyBank and asked if I could make a double payment on the next payment date. This was in XXXX and agreed to pay a double payment for XXXX which should have been {$180.00} as they stated that they would waive the late fee. They charged me {$200.00} regardless of stating they would not charge me a late fee. Last month I made my payment on time which is normally {$90.00}. They informed me that though they waived or stated that they waived the late fee for the previous month which they did not, they reapplied the late fee to the payment due which they did not tell me that until after I made the payment which made my account go negative. I have spoke with them three times now and told them when you waive a fee you can not reapply it somewhere else that's called fraud and it is against the law. They did not want to work it out even though I made my payment on time last month. I told them I would send them {$5.00} a month until this account is paid off and to close out my account as I could not do business with someone that is dishonest. When you tell someone you're going to do something nice for them to help them out due to their circumstances that's what you do, you don't reapply it somewhere else that's called being dishonest. I have had my key Bank credit card for several years and have been in good standing with them making my payments on time until last year with the deaths in the family kind of cut things short and then just after XXXX we had more deaths and now the coronavirus. I have not ever known this organization to be dishonest like this in the past but I guess that's what they are now
Company Response:
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: My husband put something on line for sale and the guy he spoke to, said he wanted it and to take it down. He sold it for XXXX. A few days later we received a cashier check in the amount of XXXX. I deposited into my account and the next day we sent money to his driver. Who was to be picking up the item along with other items along the way. We sent it XXXX to XXXX and we took pictures of the receipts and sent it to him. I just happened to check my account and it was in negative for XXXX. So I went straight to the bank and spoke to someone and the person gave me a fraud case # XXXX. I did everything they told me to do, because they do their own investigation. I also did a police report case # XXXX. I did a police report in XXXX NC, because that's where the person live and they know the XXXX he picked up the money from. At the bank I was told that if the investigation shows fraudulents to my account I would get my money back in my account. When they finished the investigation, they said it was fraudulents against my account and they will keep my account open Because they have insurance for fraudulent on a customers account, so the bank doesn't loose money. But that was not the case, they took my money and turned around and took my whole XXXX check for XXXX. I spoke with the supervisor and she was very rude. She told me I was responsible for the negative amount in my account. I am victim in all of this. Before all this happened I had XXXX and my XXXX check XXXX I was with out money for 2 months, this has been very stressful for me. This is my second time putting in a complaint.
Company Response:
State: CT
Zip: 06118
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a KeyBank checking account on XX/XX/2020, a few days after opening a KeyBank Gold Money Market Account on XX/XX/XXXX or so. Despite several calls to Key Bank since opening this checking account on XX/XX/XXXX, they have failed to provide access to it and it is unable to be seen on the mobile deposit or in online banking. I have called their 800 number several times, they don't address it, make excuses, don't follow up, etc. On Friday XX/XX/2020, they told me a programmer was going to fix the issue so I could see and access my checking account in the mobile app or in online banking, and told me it would be resolved in 10 business days. Ten business days has come and gone, then I called back in late XXXX to ask why this still was done despite their promise it would be done from the XX/XX/XXXX call. They gave me the run around and no answers. Almost an entire MONTH after opening up this checking account, repeated calls to their customer service line, and promises this would be resolved, they've not delivered. Key Bank is a criminal enterprise, has the worst, dysfunctional and unavailable mobile app I have ever seen, and they lie to customers. I have zero access to my checking account, can not see it in the mobile app, have tried today to log in online and see it, to no avail. I emailed the personal banker the week of XX/XX/XXXX expressing concerns, he never replied to my email either. I will be getting a lawyer involved soon because their mobile app does not work and allow the customer to see their checking account despite me trying to add it to the app. The programmers and technology people do not follow up with the customer and neither does the branch banker or customer service. This needs escalated to the Executive Level. I'm not playing games with KeyBank anymore. Their mobile app is always down, I've read numerous online posts from frustrated customers, and I can not even get statements on my checking account, let alone see it in the mobile app or in online banking. The CFPB and OCC need to get to the bottom of mobile app issues that exist at KeyBank and their terrible technology woes. This has real impact to customers! And they also do not staff their customer service line so customers can not get a person on the phone to resolve their issues and the branches are closed!
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/2019 four large withdrawal were taken from my Keybank Health Savings Account. I have recently gone into Keybank and submitted fraud forms as well as to the local police to obtain a police report. XXXX {$1900.00} was withdrawn - direct withdrawal to XXXX. XXXX {$1900.00} was withdrawn - direct withdrawal to XXXX. XXXX {$4900.00} was withdrawn - direct withdrawal to XXXX XXXX. XXXX {$1400.00} was withdrawn - direct withdrawal to XXXX. Each time there were 2 small deposits followed by 1 small withdraw for the sum. Shortly after, the small money transfers a large withdraw was conducted. I discovered the withdrawn while doing my 2019 taxes. My 1099-SA showed Gross Normal distributions of XXXX {$10000.00}. This was much higher than I expected and I started to investigate. Keybank has sent a letter stating my claims to not meet their requirements for credit. I have tried to contact the number on the letter but it is always busy.
Company Response:
State: PA
Zip: 16506
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: My bank keeps refusing to approve a credit card for me most recently I applied again and the only reason stated on this letter is ridiculous excessive number of new credit obligations this is not fair its the only reason everytime I apllied for a card with them they deny me for any reason
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was a victim of fraud back in XXXX of XXXX with my savings account I have with Key Bank. I do not use this account, in fact, I did not even know my account number until the fraud occurred. It is my son 's savings account. I deposited money for my son and never withdrew money from it. There was {$5100.00} on XX/XX/XXXX. On XX/XX/XXXX there was a direct deposit XXXX verify bank transaction for {$0.00} and then another direct deposit {$0.00} on the same day. On XX/XX/XXXX, the same day, there was a withdrawal verify bank for {$0.00}. This should have been flagged right away. On XX/XX/XXXX, ( 3 ) withdrawals from the XXXX account for the same amounts {$400.00} equaling to {$1200.00}. Again on XX/XX/XXXX, {$1.00}. In XXXX, XX/XX/XXXX {$4.00}. On the XXXX ( 2 ) more transactions equaling {$61.00}. On XX/XX/XXXX there were ( 4 ) more transactions. On XX/XX/XXXX and XXXX, there were ( 3 ) more large transactions. On XX/XX/XXXX, I went into my mobile online banking to deposit a check into my checking account as I was waiting at the airport and was locked out for too many attempts. Once I reset my password, I looked at all of my accounts to see why if anyone hacked into my account. I realized there was fraud. Again, I do not look or touch this savings account as it is not connected to my checking or any other account. The fraud department agreed and realized it was fraud. We went through every transaction over the phone for over an hour. I was leaving for vacation that day and was told to go to my branch when I returned to sign documents. There were pending amounts when I called and the bank flagged, stopped and contacted XXXX. XXXX stopped the account and my account was put on hold as well. On XX/XX/XXXX, the bank reimbursed me for all of the overdraft fees equaling to {$330.00}. I arrived at the bank the next week at XXXX. There were no documents to sign and I had to sit and explain the situation for an hour. At the end, the banker explained that there were lots of transactions and it would take too long. She explained they were closing so that they would send the documents to the house. I never received the documents. I finally went back to the branch on XX/XX/XXXX to find out what the status was. I explained my situation yet again for an hour to another banker. She pulled up emails from the investigator that was sent to the branch. She spoke to the fraud department and they explained there was nothing that they could do, that it was denied because I waited too long and that they have a 60 day policy. According to the statements, there are 11 transactions on the account within the 60 days of my initial report that equal to {$3700.00}. The bank told me there was nothing they could do. The amount total taken was {$5000.00}. This is a large sum of money that is for my son 's future. I decided to call XXXX on XX/XX/XXXX to figure out if the account can be traced and figure out how I can receive my money. They explained the fraud department notified them the day I originally reported and reported the transactions that were pending but did not report on the others. I went through every transaction on the phone originally. At the date the bank reported to XXXX, XXXX shut down the fraudulent XXXX account. They explained to me that they allow 6 months to dispute a charge and would have reimbursed all charges when it was reported. Regardless, I believe that the bank is responsible for not flagging these transactions, for not accurately reporting to XXXX for immediate reimbursement and resolving this issue. Within 60 days of reporting there were still quite a few transactions on my account that were fraudulent and the bank refuses to reimburse me for the charges. I have been a customer since XXXX XXXX was the company for the last sixteen years. I have made multiple attempts to resolve this issue even though I have a very busy schedule. I have children at home, am a XXXX XXXX XXXX and have had medical issues for the last 6 months. There was no follow up from the bank or any notification that my case was denied or why it was. I shouldn't have to police my bank of sixteen years to do their job. Again, this is my son 's entire savings wiped out and the bank is refusing to help resolve this issue. I reported on XX/XX/XXXX, went to the bank two times XX/XX/XXXX and XX/XX/XXXX. Spoke to fraud department again on XX/XX/XXXX. Received a call from the bank on XX/XX/XXXX explaining there was nothing further they can do. Spoke to XXXX on XX/XX/XXXX.
Company Response:
State: CT
Zip: 06513
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020 I deposited a check at the branch of Key Bank, in XXXX, Vermont. This Check was for {$3400.00} and Originated from our Business account at XXXX XXXX XXXX in New York. The funds cleared XXXX XXXX XXXX fully on XX/XX/2020 and appeared in total, in my Key Checking Account XXXX on XX/XX/2020. The full amount of {$3400.00} was available in the Key Checking account on XX/XX/2020. The {$3400.00} came from a business account that has been used to deposit checks for over 40 months. At no time, without exception has a check from the account in question at XXXX XXXX, ever been held up at Key Bank, ever. On XX/XX/2020, and XX/XX/2020 both while I was in the Key Branch to make the deposit and afterwards on XX/XX/2020 or before XX/XX/2020, was I ever notified, without exception that any changes to my checking account privileges ever occurred, period. I was fully acknowledged that the money would be available for the next day as always, and it was. My mortgage payment for {$1500.00} ( KeyBank Illegal Charge Which they call a non-sufficient fund of {$38.00} ), was presented on XX/XX/2020 as was my XXXX was {$1300.00} ( Was allegedly paid and I sustained and illegal KEY overdraft fee of {$38.00} ) The illegal hold as of XX/XX/2020 was {$3400.00}. ( {$2000.00} ) On XX/XX/2020 I saw that there was only {$55.00} in my checking account. Key bank had illegally stolen the {$3400.00} EVEN though it was verified out of XXXX XXXX. They has no right to do this. Also on XX/XX/2020 I spoke with XXXX, XXXX, XXXX ( who was very professional ) and XXXX. All told me there is no OSJ or officer of supervisory jurisdiction over them. They have no governing supervisor, nor can they send me to the General Counsel of the Bank, despite my repeated pleas. They all refused to help me in a timely, fair or transparent manner, and NO ONE, without exception could provide me accurate information regarding my stolen funds. XXXX told me he had contacted XXXX XXXX at the XXXX Branch where I deposited the Check and he was told she was the branch manager and that she would not remove the block. On XX/XX/XXXX I was advised to contact XXXX XXXX at the Branch. She was Rude, evasive and refused to identify herself as a branch manager and or OSJ ( Officer of Supervisory Jurisdiction ) nor would she confirm or denied she had told XXXX she put on the block. She then abruptly said she would speak to her Boss refusing to let me know who that was. Then terminated the call, despite my pleas to assist me. In all the time I had gone to that branch, I have always been treated with respect. As a former XXXX XXXX with XXXX XXXX, I have never been treated with such disrespect and clear animosity or overt hostility as the client, as I was treated by XXXX XXXX, who is a disgrace to this industry. She lied to me, and refused to help, the client, and she was illegally holding my {$3400.00} This has resulted in illegal charges and the rejection of my mortgage payment. I contacted the Branch Manager in NY at key bank at XXXX, who took my call, was polite and said he, too could not lift the block, although everyone claims at Key bank, that a Hold on a check is only done for verification of funds, which was already done, and that hold was placed by the branch manager, in this case, a XXXX XXXX, who is not a bonafide, properly trained, honest or even competent supervisor. All Key banks representatives claim that the office of supervisory Jurisdiction or General Counsels office is not accessible. FACT : They illegally stole my money under fraudulent conveyance and refused to pay my checks when presented. Thats Fraud, then continue to harm me and enrich themselves, rather then correct the process. Key bank also has a COVID policy in place specifically forbidding the theft of my money, and the overt hatred and hostility shown to me. Key Bank violated, with intent to harm in the most malicious matter, my civil rights, and with malicious intent seeks to harm me because of my ethnicity, color, weight and domicile. Despite repeated pleas of requests to be humane and abide by even the basic ethical standards of common decency, they set out to inflict pain and suffering on myself and my family. Key has its own rules of procedure internally that it violated. Key Ban also shredded the FINRA 2010 rule with this disgusting conduct. A member, in the conduct of its business, shall observe high standards of commercial honor and just and equitable principles of trade Key Stole my money, irreparably damaged my reputation and subjected my defamatory humiliation by rejecting my mortgage payment. It did so by illegally charging me money of usury it was not entitled to. It has the audacity to withhold my funds and then charge me and defame my character. Key is guilty of overt XXXX and profiling towards XXXX XXXX and its should be fined, sanctioned and its agents reprimanded. Its agents are afraid to stand up for the clients who pay the bills. In fact we are abused. This matter needs to be firmly investigated and its General Counsel held to account for erecting such and illegal, XXXX and fraudulent process and or scheme to defraud. As of today, I have no resolution. I can be Reached at XXXX XXXX XXXX XXXX XXXX.
Company Response:
State: VT
Zip: 051XX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: My company financed a vehicle in XXXX with Key Bank, and have never been late. In XXXX of XXXX I called to get the payoff, and made the payment. I took out another loan with them for another vehicle a couple of weeks later, and in late XXXX I started getting collection calls. Originally I thought there was some mistake, and they were talking about my new loan. I was getting two or three calls on three different numbers, and sometime there was no one on the line. In XXXX I spoke with someone in the collections department that told me when I thought I paid off the loan they hadn't given me the full amount with {$27.00} in interest. He said he was going to put me on hold, and speak with customer service to have them waive it. After 45 minutes he disconnected the call. There has been several calls back and forth that have ended with them disconnecting the call. Finally out of frustration I paid them the first week of XXXX, and thought it was over. On XX/XX/XXXX I got a Certified Letter with a Right to Cure for another {$28.00} that they want. They've put it on my personal and business credit reports with my score dropping 30 points. I now have until XX/XX/XXXX to pay them or they are coming to get my van.
Company Response:
State: ME
Zip: 04401
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: When i worked for XXXX XXXX, CFPB compelled us to refund all paper statement fees. I just noticed that KeyBank is charging me a {$3.00} per month paper statement fee on my Health Savings Account/ HSA debit card account. Is that allowed?
Company Response:
State: NY
Zip: 14206
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On or approximately XX/XX/XXXX I contacted Keybank because my debit card had been declined on a several recent attempts and upon my inquiring as to card issue, I was advised I should have received a letter stating they were closing my account. I have been using this account for over 15 years. Albeit I have has my share overdrafts, but I have paid the fees and brought my account current. I never received the letter which I was advised I should receive. On XX/XX/XXXX I received a letter from Keybank stating they had issued me a new debit card because the data of a company I had done business with was exposed and my account may have been compromised. The account number referenced on the letter was not my account number. On XX/XX/XXXX I called the customer service again to be put on lengthy hold, passed to another department which was never provided and again I was told my account was scheduled to be effective XX/XX/2020. During the time I was on the lengthy phone call I decided I should start printing my records ( statements ), within 10 minutes of completing the phone call I was locked out of my online banking access. I went to branch to request my money, but was advised they needed to check into the situation and didn't want me to close my account. I waited another day to hear the manager tell me he could not provide an explanation as to why, but that I was considered a risk to the bank. This is completely shocking ... I have been a banker for over 25 years and worked for Keybank for over 9 years, I am in no way a risk to the bank. Further, once I was told there was no alternative solution, but they were closing my account. I stopped in to withdraw my funds which had been on hold for over 14 days ... all of the deposits were electronic either my payroll or a direct deposit from an investment account. They would not let me take my money and in fact it took several additional days for me to determine they actually closed my account and were going to send me a check. This was very stressful as I had financial obligations and the funds were cleared. This was emotionally hurtful, bewildered and very stressful to my financial situation and honestly hold my money captive and determine when they would close the account and mail a check which then would need to be held with a new institution that would have no experience with me as a customer. I want a detailed explanation as to why I would be a risk to the bank with my meager funds and years of history, nothing changed with my banking activity with the exception of more direct or electronic deposits.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A