Date Received: 2020-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have attached relevant documents regarding my motions for poor person status and appointment of counsel and motion for a stay of the foreclosure judgment and report of judicial misconduct, the two replies and a subsequent letter to New York State 's mid-level appellate court, The Appellate Division of the Third Department. From reading these documents and some of the exhibits attached, I think the CFPB should see the merit of my appeal and how Key Bank 's legal arguments through its attorney-for-plaintiff, XXXX XXXX, XXXX. of XXXX, XXXX, XXXX XXXX XXXX, XXXX are not consistent with federal bank regulation, New York State statute and New York State Court of Appeals precedent. I have sent a copy of this complaint to Key Bank CEO XXXX XXXX and SVP and Manager of Credit Collections and designated CFPB regulation compliance officer XXXX XXXX.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2020-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I reviewed my Uniform Residential Loan Application over the phone with my loan officer, XXXX XXXX. During this phone conversation, we had a conversation that explicitly and unequivocally confirmed my occupation as a XXXX XXXX, which XXXX made sure was accurately written on two different places on my application ( bottom of page one, and top of page two ). I proceeded to review the final draft of the application and then sign it, indicating I agreed with all of the information on it and that there were no errors. KeyBank ( XXXX XXXX ) then offered me rate of 2.625 % / APR 2.733 %, which I locked on XX/XX/XXXX. They issued me a loan estimate to reflect the lock-in. Four days after the lock-in, on XX/XX/XXXX, my loan officer XXXX XXXX called me to say he was very sorry, but he would have to increase the rate they were offering me, despite the fact that I had signed a lock-in. XXXX XXXX XXXX reasoning was that the rate he offered me was based on him mistakenly looking at rates offered to a DIFFERENT professional occupation from my own. This is despite the fact that my signed, finalized copy of the Uniform Residential Loan Application explicitly and unequivocally states my occupation, and does not anywhere state that I work in the DIFFERENT professional occupation he mistakenly believed I was in. Again, this is the finalized copy of the Uniform Residential Loan Application which he and I went over line by line together, and which I signed and confirmed to be accurate before I was offered the rate I locked in. I believe KeyBank and XXXX XXXX are breaking the TILA and therefore the law.
Company Response:
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: In XX/XX/XXXX, I experienced a severe hardship as the result of wildfires in the XXXX XXXX / XXXX XXXX areas, which affected my ability to work greatly, severely reducing income and inhibiting my ability to make my student loan payments. Shortly after this disaster occurred, FEMA declared this incident as a Federal Emergency ( as noted on their website as well ). While all of my other private lenders allowed for a 3 to 6 month Natural Disaster forbearance as permitted by federal law for declared disasters and emergencies, KEY Bank has refused to assist me during this exorbitantly difficult time, and have refused to return my calls or give me resolution for over one month - even after requesting repeated contacts from the Office of the Chairman in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX - most recently today, XX/XX/XXXX. In dealing with KEY Bank, I have spoken to XXXX XXXX in Loss Mitigation, whom promised me resolution one week ago, with no call back or contact since we last spoke. Additionally, I have left over 10 messages for the Loss Mitigation department to call me for assistance, all of which have gone ignored. I have been outright neglect by KEY Bank, misled on multiple occasions after another representative in Loss Mitigation had stated he would get me an exception to policy and honor a 3 month forbearance for this FEMA declared Emergency, and been refused contact from KEY Bank 's executive management after being told on multiple recorded and logged calls that someone would reach out to me " within 24 hours ''. KEY Bank has caused me extreme mental and emotional distress during this very difficult time after experiencing a disaster, where as all other private lenders have worked with me to aid me through this difficult process and time, and I am in need of immediate resolution to this ongoing issue with KEY Bank 's unwillingness to honor their commitment to their ailing and displaced customers, and their neglect and refusal to speak with me as promised to resolve this matter and offer assistance with my loans during this ongoing difficult time.
Company Response:
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I noticed a fraudulent transaction in the amount of {$7500.00}, the transaction was made from my business checking account and is in the name of XXXX XXXX XXXX, I am the only authorized user on this account, and I own 100 % of the business, XXXX XXXX. I went to my local Key Bank branch located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX where XXXX XXXX, a branch employee, made some phone calls and reported that the money had been transferred to XXXX XXXX bank account, I explained that I did not have an account at XXXX XXXX. I was told to file an ACH return form, which would report the fraudulent transaction to the KeyBank. On XX/XX/XXXX I noticed a withdraw from my personal account at XXXX XXXX XXXX in the amount of {$3500.00}. I reported the fraudulent transaction to XXXX XXXX XXXX at the local branch located at XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX. The account was closed, the bank opened a new account and returned the money to my new account the next day. On XX/XX/XXXX I received a call from XXXX XXXX, who is an ex business partner. He told me that he made the fraudulent transactions. My issue was settled at XXXX XXXX XXXX and so I called Key Bank to update the bank with this new information, I was told that I needed to close my business account and open a new one, I also needed to complete a new form for the ACH department. XXXX XXXX at Key Bank told me to file a police report Key bank told me that provisional credit would be applied to the new account on XX/XX/XXXX. When that credit was not sent, I visited the branch and I was told that the matter has been escalated internally, that I could not call anyone at key bank to get information, and this is how the situation sits to this day. I have made several calls to the bank to get information, I have also visited the branch on at least two occasions to find out when my credit would be applied, only to be told there are no updates. Again, I am the only signer on the Bank account and I did not authorize the transaction for {$7500.00}.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX, XXXX a collection agency operating on behalf of the state of Indiana applied a bank levy to my personal bank account at KeyBank as well as my husband 's personal bank account at a local credit union. While our tax debt was joint, our bank accounts are individually owned. At the time I had enough funds in my account to fully cover the amount of the levy. The following day, my bank ( KeyBank ) withdrew the funds that were held as part of the bank levy to be paid to the collection agency and released the remaining funds. Likewise, my husband 's bank released his funds. On XXXX XXXX, XXXX, my husband 's bank notified him a levy with the same reference number as XXXX had been attached to his account. The collection agency stated they never received the funds from my bank ( KeyBank ). When they were shown proof that the funds had been withdrawn from my account ( KeyBank ), they rebutted that the proof only shows the funds left my account ( KeyBank ) and offers no proof the funds were sent to nor received by them. They further explained that the payment instructions they sent KeyBank required payment in the form of a paper check for tracking purposes. They said that while they attempted to contact them several times, KeyBank never responded. I called KeyBank on XXXX XXXX, XXXX and explained the situation. The representative told me all that I should need is my bank statement as proof of payment. When I explained to her the collection agency 's position, she said she would make a note and have someone reach out to the collection agency with validation of the payment. I called the collection agency on XXXX XXXX, XXXX to be told they never heard from KeyBank. I called KeyBank again on XXXX XXXX, XXXX. After being hung up on several times, I finally was able to reach. a supervisor and explain the situation. She told me she had no access to any information that could verify the payment was transmitted to the collection agency on XXXX XXXX, XXXX when they withdrew the funds from my account. She informed me that she was escalating the matter to their legal department and that someone from that department would reach out to me with a resolution within 2 business days. I gave them 3 business days and never heard from them. Additionally, in that time period my husband 's bank sent him documentation verifying their withdrawal and payment to the collection agency. On XXXX XXXX, XXXX I went to a local branch of KeyBank expecting to get the information necessary since I had never heard back from anyone. The representative at the bank told me there were no notes on my account reflecting any aspect of the problem. She gave a multitude of excuses. She told me they couldn't verify the payment since it had been more than 60 days. She claimed that they paid the collection agency via ACH and had no way of proving the funds were delivered. Ultimately, they refused to give me any verification that the money they withdrew from my account on XXXX XXXX, XXXX was used as required by the bank levy. As it stands, the amount owed the collection agency continued to accrue interest since XXXX XXXX, XXXX. That amount has now been paid from my husband 's account. Over {$1100.00} now is " missing '' that KeyBank removed from my account.
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: There was a fraudulent charge on my Key Bank Credit Card on XX/XX/2019. I notified the Key Bank the morning of XX/XX/2019 that this was a fraudulent charge of {$1600.00}, less than 8 hours after it was posted to my account. Key Bank informed me that I did not need to do anything else and they would notify XXXX since it was an online order. XXXX XXXX continued shipment which was rerouted to a XXXX facility and picked up by someone who said they were me. I have been denied recovery from this charge by Key Bank because the initial shipment was to my house, which was changed by the thief who ordered using my information. All of this information was not relayed to me until 65 days after the product was ordered so I had no way to stop shipment or notify XXXX to cancel the order. Not only did Key Bank fail to protect my assets they essentially enabled this crime to happen by not acting in a fast an efficient manner, and further more have burdened me with this charge because of their lack of action.
Company Response:
State: OH
Zip: 44106
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX. This last year my wife and I opened up loan requests to refinance our home. My wife did have a bankruptcy XX/XX/XXXX and foreclosure XX/XX/XXXX and I brought this information to light from the very beginning with Keybank. I told our loan officer XXXX with Keybank in emails that we were not to move forward with any part of the loan if our information and those important dates withheld us from closing shortly and he confirmed via email it was not a problem. Paired with this problem was Keybanks title department XXXX who chose to pursue employment information I had not listed as primary althewhile not including the employment information I had provided as primary. This resulted in our first denial. After getting them to the proper information and at this point we qualify via credit and all other requirements and are anticipating closing documents. Keybank sends us a denial saying my wife 's previously mentioned foreclosure meant we must wait until XX/XX/XXXX for close. So XXXX of Keybank said we will revisit this next XX/XX/XXXX. I find so many part of how this situation being handled as misleading and misrepresenting. If Keybank had said our dates and information were a problem we would never ordered appraisal or signed disclosures with locked rates with Keybank. We could have been working with other banks or keybank to lock in a nice rate in XX/XX/XXXX for a late XX/XX/XXXX close. I believe Keybank is potentially responsible for me enduring a much higher refinance loan as a result of their delays. Their misleading actions will cost me additional months of pmi costs as well. Multiple loan agencies including XXXX, XXXX XXXX, XXXX XXXX I have spoken to are now offering to have all of these things set in place for us by lateXX/XX/XXXX early XX/XX/XXXX. I also requested Keyank to provide this for me and they have not provided anything or any response. I have all emails pertaining to these topics. I am contacting you because I have requested Keybank to simply refund my XXXX appraisal expenses as a result of their actions and to move forward with another company. Keybank has not responded and it has been over a week now.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A few weeks prior to XXXX I was looking around for someone to help me with a loan. I finally found a company ( who I thought was legit ) that said I was guaranteed a loan. They advised me that to make sure that I had a valid bank account, they would need to deposit funds into my account and I would just need to take those funds and put them on gift cards and to read it back to them so they can deposit my loan amount to me. I had to do this 3 times- the initial verification, the next day for my credit score and the following day after that. They somehow managed to convince me to send an additional XXXX of my own money but being severely convinced that I was getting this loan, I did what they asked. Bc I didnt receive anything I just gave up and decided I was just going to wait till tax time to just catch up on everything. Monday XX/XX/19, I checked my bank account and at that time I had a positive balance of roughly XXXX. At lunch time I checked my account again and I had a negative balance of XXXX. I immediately contacted key bank. The guy I spoke too stated he saw the transaction but it looks like it was reversed and by XXXX the following morning I would have my funds back into my account however suggested I go to the branch and close that account and reopen another one. The next morning came, tried to look at my account and my account had been frozen. I called and they stated that the fraud department noticed nothing normal activity and I had to go to the branch to verify who I am and they would unlock my account. Went to the bank and I could hear the lady in the fraud department state that they couldnt close my account bc I had a negative balance of roughly XXXX. I asked how bc I didnt make any purchase and no one used my card for anything. At that point o advised the banker of what happened. He told me bc of the amount its considered a federal crime and I would need to file a police report and bring it back so he can send it over to be investigated. I filed a report and brought it back. I didnt hear from anyone however I received printed copies of checks. I went back to the bank and told the banker that I didnt upload those checks and thats not my signature. He told me that fraud stated I did mobile check uploads to my account which I did not. I contacted my cell phone carrier and they sent me a message stating that during the time frame this all happened, there was no mobile check uploads from my phone or my app. I sent that to the banker who said he would send it to the investigator on the case. He also advised that they told him they could see uploads from 3 different states- Texas , Wisconsin and Virginia that was done on my account. I was asked to do an affidavit which I did. I still did not get a call or any update from the fraud department to ask me questions to get more in depth on what happened. No one asked me for the information I had. The website, loan documents from this company, text messages, the gift cards and the receipts from them - nothing. They closed my case and stated I did the uploads and Im responsible for paying the negative balance back. I am not responsible for any of that and did not upload any checks to my account just to pull them back out to be that far in the hole. I wouldnt have gone through all of this if I did indeed do this. I am beyond stressed with this and had to go back to my dr to get put back on XXXX medication bc this has caused that much damage to me. Someone needs to reverse the negative balance and provide me the XXXX that I also filed a fraud case for along with the XXXX posit e dollars I had in my account prior to this mess happening. The only thing Im guilty of is being naive to believe a company was going to help me out so I could get presents for my daughters first XXXX.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On multiple times keybank has charged us overdrafts that arent valid. 4x a week at XXXX I want this investigated.
Company Response:
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Last XXXX I received email from keybank get {$300.00} by opening a gold money market savings account, so I opened account with XXXX dollars ( I funded the amount while opening the account, money was funded by another bank ), I kept XXXX for over 60 days, as it require. So far I still got not any bonus at all. Called customer service they confirmed Im eligible for the offer and escalated the issue, submitted internal ticket, long time past, still no bonus.
Company Response:
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A