Date Received: 2020-01-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I made a deposit through the ATM a check for {$75.00} from XXXX XXXX made out to XXXX XXXX XXXX XXXX was caught in the machine Debit card associated with this transaction. I called Key bank that evening and the customer service rep told me it would take 2 days to clear up. On XX/XX/XXXX I went into Key Bank and I was told they had the check. I talked with a woman XXXX ( not the correct spelling of her name. She called me on XX/XX/XXXX and told me the were depositing this check into the account. THIS NEVER HAPPENED. I went to the bank on XX/XX/XXXX The manager told me the check was in dispute, and she would have XXXX call me. Which she never did. Extremely poor Customer Service with zero follow through. I requested from the manager the check back ... the issue is still not resolved. I have heard nothing from KEY Bank. The name on the account is XXXX XXXX XXXX XXXX .... My name is XXXX XXXX. I am asking that this bank IS INVESTIGATED, and this problem is corrected immediately. Thank you for you timer in this mater XXXX XXXX
Company Response:
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our loan officer, XXXX XXXX, NMLS # XXXX, from Key Bank, had stated that the processing and closing can take a long time with the bank. We were ok with that and entered into a 75-day rate lock starting in early XXXX. We were attempting to refinance and do a second loan for cash out. We received an email from the processor in the first week of XXXX claiming the loan would be closed by XX/XX/XXXX. We sent every document requested immediately. After the email from the processor, we did not receive communication from anyone for weeks. We repeatedly called our loan officer and he never answered the phone or responded to our voicemails. We emailed the processor, loan officer and closer, all copied on the email from XXXX, and nobody responded to our emails. XXXX comes, and we still have not heard anything back from the company about when the loan is going to close. Finally, the closer emails us and asks for more documentation that we provide immediately. The first loan appears as if it will close before the 75 day rate lock expired, but the second loan did not appear to be able to close in time. We still have not heard back from our loan officer at this point and we decide we're going to go with a different bank and email everyone in the loop as such. Lo and behold, the loan officer calls and needs more documentation, which we provide without delay. Amazingly, Key Bank is able to close both loans on XXXX XXXX, meaning the funds and payoff should be delivered by XX/XX/XXXX. There was money due from us at closing which was something that our loan officer, processor or closer had not communicated to us. We close on the XXXX, but the bank did not pay off our mortgage servicer or pay us until the XX/XX/XXXX. When we were concerned about where the money was and why Key Bank did not pay off the holder of our mortgage, we called the loan officer again. He did not answer and did not return our calls until after the loan had funded on the XXXX. The processor, loan officer and closer also did not respond to emails and questions about the payoff being late. We contacted our previous mortgage holder, the title company and eventually the customer service line at Key Bank, and no one could provide any explanation as to why the money was not sent on the day it was supposed to be sent. We still do not know why Key Bank took extra days to fund our loan. We are extremely upset about the absolute lack of communication throughout the process and are filing a complaint so others know not to trust Key Bank when it comes to mortgages. We also had to pay {$500.00} up front for an application fee.
Company Response:
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: While XXXX XXXX my idenity was compromised. During this time the inquiries listed on the attached FTC report ere made in my name. I demand that XXXX and the creditors listed on the FTC report remove this from my credit file.
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: 4 ) Attachment A8 : See Federal Truth in Lending Disclosure XX/XX/XXXX ( Provided with Loan Docs Request ) : Annual Interest Rate may not change more than four times per year on the XXXX of XXXX, XXXX, XXXX, and XXXX if the change rate changes a. Is this a Federal funded or private school loan? What does the Federal inclusion in the title indicate? What are the applicable guidelines and regulations? b. Change Rate occurs more ( or less ) than four times per year [ see A14 ; XXXX five times and XXXX one time ] c. Does not always occur on the XXXX of XXXX, XXXX, XXXX, and XXXX [ XXXX ; XXXX ; XXXX ] d. Status Changes on XXXX, XXXX, and XXXX ; Why were rate and status changes applied XXXX & XXXX during forbearance and repayment periods? e. Occurs if the rate doesnt change [ see Repayment Schedules attachment A14 ] f. Rates reflected on statements do not reflect interest reflected on Repayment Schedules 5 ) See Attachment A17 ( page 3 ) Loan Interest Capitalization Dates : Why was XX/XX/XXXX in the amount of {$1000.00} not disclosed in any financial summaries? 6 ) See Attachment A5 : Invalid Loan Docs XXXX a. See KeyBank letter XX/XX/XXXX ( Account # : XXXX ) payment of {$200.00} not received, cosigner notified. The {$200.00} was the amount due on XXXX XXXX Statements Loan Seq XXXX ( See Dates XX/XX/XXXX and XX/XX/XXXX ) b. See Statement XX/XX/XXXX for KeyBank MDACHVR Loan Program ( Loan Seq : XXXX ) amount due of {$100.00} ; Amount Past Due : {$0.00} XXXX See Statement XX/XX/XXXX and XX/XX/XXXX for XXXX XXXX Loan program ( Loan Seq : XXXX ) d. See XXXX Letter XX/XX/XXXX Loan Seq XXXX ; Loan Program MDACVR Past Due XXXX XXXX ) See XXXX : Loan Federal Truth in Lending Disclosure XX/XX/XXXX ( not provided with my previous loan document request ) : a. This was Consolidated on XX/XX/XXXX correct? 91-day T-Bill Index? The TILA reflects variable rate to equal XXXX T-Bill rate and there is no margin indicated. How is 8.87 used when the 13-week T-bill rate on the treasury website is 5.05 %? 8 ) See A16 : The interest rates indicated on the statements before XXXX include the additional 2.65 % per annum? 9 ) Financial Summary XX/XX/XXXX : Disbursement was in one lump sum of $ XXXX 10 ) Financial Summary XX/XX/XXXX : How can I be late for payment during a forbearance period? 11 ) Financial Summary XX/XX/XXXX : Why was {$10.00} allocated towards late fees? 12 ) Financial Summary Dates : Why were payments during forbearance periods not fully allocated towards interest? a. XX/XX/XXXX b. XX/XX/XXXX c. XX/XX/XXXX d. XX/XX/XXXX e. XX/XX/XXXX f. XX/XX/XXXX XXXX ) Financial Summary : During repayment periods, monthly payments are due for Principal and Interest. Why are payment portions not allocated to Principal ( or decreased from balance ) when Amount Due reflected in the statement is fully satisfied or overpaid? a. Payment Date Range : XX/XX/XXXX to XX/XX/XXXX b. Payment Date Range : XX/XX/XXXX to XX/XX/XXXX c. Payment Date Range : XX/XX/XXXX to XX/XX/XXXX d. Payment Date : XX/XX/XXXX 14 ) Inconsistent and Inaccurate Statements Provided : a. Statement format and fields changes disclosed less loan information, rather than more for clarity. ( i.e. loan status, current interest accrued ) b. Why does the monthly statement during the repayment period not include consecutive monthly payments in Current Due for the month? c. XXXX/Loan Financial Activity recently provided after this compliant, includes Interest Accrued at the time of payments. During the repayment period throughout the life of this loan, why is the listed accrued interest greater than Total Amount Due and/or Total Principal and Interest fields on the statement? If there was any outstanding interest or monthly payment, why is not reflected in Amount Past Due of the subsequent statement and disclosed in Outstanding Interest field ( i.e. Statement XX/XX/XXXX )? The statement examples are attached. d. Inaccurate Principal & Interest Paid Since Last Statement fields not equivalent to statements & financial summary : i. XX/XX/XXXX Payment of {$350.00} : 1. Financial Summary XX/XX/XXXX : a. Amount To Principal : {$170.00} b. Amount To Interest : {$170.00} 2. XX/XX/XXXX Statement : Total paid since your last statement : {$350.00} a. Total paid since last Interest Satisfied : {$170.00} b. Total paid since last Principal Satisfied : {$170.00} ii. XX/XX/XXXX Payment of {$300.00} 1. Financial Summary XX/XX/XXXX a. Amount To Principal : {$3.00} b. Amount To Interest : {$290.00} 2. XX/XX/XXXX Statement : Total paid since the last statement {$300.00} a. Total paid since last Interest Satisfied : {$2.00} b. Total paid since last Principal Satisfied : {$290.00} e. Outstanding Interest or payments due is not reflected in subsequent statement Amount Past Due or Outstanding Interest for most statements i. XX/XX/XXXX Statement : Total Amount Due : {$3.00} 1. XX/XX/XXXX Financial Activity Transaction : Interest Accrued {$210.00} ii. XX/XX/XXXX Statement : 1. XX/XX/XXXX Payment of {$150.00} all allocated to Interest 2. Amount Past Due : {$0.00} 3. There is no Outstanding Interest field. 15 ) See A19 : All financial Aid documents were filled and submitted through XXXX website : KeyBank was the only option! KeyBank would not finance all dual program cost, therefore a combination of loans was required to ensure available financing ; supplemental loans were available with XXXX & XXXX through the 'dual program ' through XXXX XXXX XXXX ;
Company Response:
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
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: On XX/XX/XXXX I purchased " XXXX XXXX XXXX XXXX XXXX XXXX for 5 Users, XXXX, Download ( XXXX ) '' from XXXX. I installed the software on a couple of computers and realized that I needed to purchase an additional license so I would have 6 users. I contacted XXXX and they told me that I could not add an additional user to the license that I had already purchased. They said that I must purchase a new license ( for 6 users ) from them and that XXXX would give me a refund for the 5 users. I purchased the new 6 user license from XXXX and they told me that they cancelled the license purchased from XXXX. I finished installing on all 6 PCs and everything works just fine. I contacted XXXX to get the refund for the license that I can no longer use and they tell me that absolutely, under no circumstance can they offer a refund on " downloadable content ''. The truth is, XXXX is not selling XXXX as downloadable content. The software is free to download from XXXX. It just can not be used for more than 30 days without a license. So I am stuck. XXXX will not give me a refund. What to do?
Company Response:
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please refer to # XXXX complaint on file to CFPB. I am continually getting letters from Key Bank on " late payments '' on my account. In my complaint, as stated in my original complaint, I have not received any documentations, statements, itemizations on my account for 6 plus years yet Key Bank has continually sent me " late payment '' notice every weeks. Throughout the years, I have not missed any payments and yet Key Bank has punished me with " late payment '' notice forb the past several months. I need help. I need clarification on why I'm receiving these notices and the payment structure of the trust deed. Perhaps a sit down meeting with a Key Bank person will clear this issue. Letters sent back & forth will not rectify this issue. Please help us correct this problem.
Company Response:
State: OR
Zip: 97303
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I searched on line for Bank offering bonus to open checking account and Key Bank was offering {$300.00}. I tried to open on line using codes XXXX, expired, then XXXX which said I would have to go Bank to process. I did that XX/XX/2019. Spoke to XXXX XXXX. I asked her if I met qualifications for the bonus, and she said " yes ''. Since opening the account I have checked my balance regularly hoping to see the bonus amount. I checked in with the customer service around XX/XX/XXXX and they said it COULD take up to 90 days. On XX/XX/XXXX, I called customer service and they advised me that my account was NOT opened with a bonus offer!!! On XX/XX/XXXX, I went to the bank, spoke to XXXX XXXX, he said there was nothing he could do but would let XXXX ( the manager ) know. I expressed my disappointment, said this sounded like a bait and switch, and the bonus was why I was opening the account. I also said that I liked the friendliness of the people there. I told him I was going to do all I could to fix this. He, very non shalontly ( sp ), said basically nothing could be done. So, I left. I intend to try to speak with XXXX, but I left my number with him for her and haven't heard from her. If this isn't fixed, I have to say their advertising online is deceiving and fraudulent. It should be changed if not true. I am anxiously awaiting for your response and I thank you in advance.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: Contacted two different phone numbers at XXXX XXXX PST. This resulted in my wife getting a XXXX from being awakened in the middle of the night and my XXXX being worsened because I was awakened in the middle of the night.
Company Response:
State: WA
Zip: 98662
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I opened a checking account with Key Bank on XX/XX/2019 based on a mail solicitation I had received to open such an account. As an incentive to opening the account the mailing promised a {$500.00} credit if you make " ONE single KeyBank direct deposit of {$500.00} or more within 60 days after account opening. * ". Obviously, receiving the {$500.00} credit was my primary motivation for the action I took. When I read the fine print of the mailing it noted that the only acceptable direct deposits were " payroll, Social Security, pension and government benefits ''. Today ( XX/XX/2019 ) I contacted Social Security ( online ) and redirected my monthly Social Security check to my new Key Bank account. After entering the required information on the Social Security web site, it informed me that the first deposit to Key Bank would be with my XXXX payment ( XXXX was not an option ). My XXXX payment would not occur, however, until on or about XX/XX/XXXX. Thus I would not be able to qualify under their 60 day rule. Since this was only a day or two later than the 60 day requirement, and since I was probably not the first retiree to encounter this situation, I was hopeful that they would make an accommodation for my good faith effort to get the direct deposit ( which, of course, would be a recurring deposit ) into my new account. I was wrong. I made this determination when I called the " 866 '' number on their mailer and spoke with one of Key Bank 's representatives. He said they would not make an exception and that I should instead direct my payroll or pension benefits as a direct deposit ( he noted that he was aware that Social Security routinely could not meet a 60 day direct deposit deadline, but that other sources such as payroll or pension probably could ). I am retired and I am not currently on a payroll. My pension payment goes into an account from which my mortgage and credit card debts are automatically debited making any change to that arrangement complex and undesirable. I told the Key Bank representative that I felt their mailing was deceptive at best and perhaps fraudulent. I told him that because of their lack of having a reasonable accommodation for my situation, I would be terminating my account. He said if I did that I would be assessed a {$25.00} early termination fee. At that point I told him I would also be filing a complaint with the CFPB.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have been attempting since XX/XX/XXXX to close my account with Key Bank in XXXX since I now live in XXXX. This account has been in existence since the XXXX. I contacted the bank by phone on XX/XX/2019 to assist me with this problem. You will see from the attached document that their system continued to charge me service charges while I was in direct contact with them begging them to help me close this account from XXXX. They advised me to deposit XXXX cents into the account so that I could close the account. I did so, as evidenced on the attached bank statement on XX/XX/2019. They told me to accomplish this through a XXXX system transfer. XXXX only allowed a {$1.00} transfer for whatever reason. On XX/XX/2019, they again charged me a {$33.00} overdraft fee while I have been begging them on the phone to help me close this account. They have refused to do so. A incorrect transfer of {$1000.00} was deposited into my account in error on XX/XX/2019, and they are telling, me through not fault of my own, that this triggered the account to stay open. They will not help me to close this account and now need your agency 's assistance to do so & I am respectfully asking for your involvement. Thank you. XXXX XXXX
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2019-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A