Date Received: 2019-12-03
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My child support Master card was closed with out any formal information on the complete purpose to why. I contacted the card holder Key customer service and was told. My card was confiscated, only I had no understanding, due to holding my master card in my hands.I was informed that, I had to send a email for verification of my current address. The Kansas payment center updated my address yrs ago. Key customer service would not update my personal file. Kansas payment center had to verify the information update to Key, along with my email and certificate mail in my name. . I was contacted by mail from XXXX explaining from XX/XX/2018 to present my card has been duplicated. The information shows a year 's worth of unauthorized charges from my account after there Cyber system detected a breach from my original card.. I seek reimbursement from all transactions from all unauthorized transactions. I also have transactions not reported of my card used for other purpose outside of information detected not from XXXX XXXX
Company Response:
State: KS
Zip: 66049
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: From XX/XX/XXXX to XX/XX/XXXX Key Bank charged me 10 overdraft fee 's at the rate of {$38.00} each totaling an amount of {$380.00}. This amount of charges are in error as all funds for posted transactions were available and I have not overdrawn such account. On XX/XX/XXXX I was charged XXXX dollars for a XXXX ATM Fee which is valid however started the spiral of overdraft fee 's and the unethical practice of fee-ing on a fee. In addition to such Key Bank also used a posting order to negatively impact such account. The amount of {$380.00} should be credited back to the account immediately.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the second year in a row my mortgage holder, KeyBank, has failed to make my home owner 's insurance payment via the escrow withholdings in a timely manner. My home owner 's policy runs from XX/XX/XXXX to XX/XX/XXXX with the payment due annually on XX/XX/XXXX. Last year for period covering XXXX, Key Bank did not make the payment until XX/XX/XXXX yet took the funds from the escrow account on the due date of XX/XX/XXXX. This year for the period covering XX/XX/XXXX-XX/XX/XXXX Key Bank has yet to make the payment as of XX/XX/XXXX even though they took the funds from the escrow account on XX/XX/XXXX.
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2019-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Ive been making payments on time. Suddenly a request for payment increase happened with no notification. Contacted the bank atty directly- received back dated notification. Credit score dropped almost 100 points. Doesnt seem fair to consumer.
Company Response:
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2019-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we claimed Chapter XXXX Bankruptcy but continued to pay the mortgages on our home. Key Bank was 3rd lien holder. Even though the mortgage was being paid, we were denied online access and statements to our account and were told where we needed to mail our monthly check. In XX/XX/XXXX when we did not receive our XXXX form for tax filing purposes, we called Key Bank and were told the loan was charged off and we were not being charged interest any longer and would not receive a XXXX. We continued to make payments on the loan until XX/XX/XXXX when we met with an attorney to discuss our rights since we were being denied access to account balances/payments etc. The attorney advised us to stop paying on the mortgage because it had been charged off. After 10 years of recovery we are re-mortgaging our home and Key Bank has the 3rd lien still on title. We were able to receive payoff statements on the 1st two mortgages from XXXX XXXX within 24 hours. We placed a call to Key Bank on XX/XX/XXXX in order to negotiate a payoff to clear the title for settlement on our new mortgage. We made an offer for {$15000.00} to settle the loan. XXXX told us that we would hear back concerning this within 24 hours. On XX/XX/XXXX we called and no decision had been made on the {$15000.00} offer. On XXXX XXXX we called still no decision. On XX/XX/XXXX we called and we were told by XXXX this offer of {$15000.00} was approved and we would receive our faxed payoff statement within 48 hours. On XX/XX/XXXX we called because the faxed payoff statement had not been received and were told to call back later that afternoon, when we called back that afternoon the call taker was very confrontational. She made statements that this has been in default since XXXX and that things take time and we did not know what we were talking about. We told her we were going to contact the Consumer Financial Protection Bureau and she responded that we can contact whoever we want. We asked to speak to a supervisor she said no. We then placed a call to customer service and were sent right back to the loss mitigation department and another man who was also confrontational would not offer any help. On XX/XX/XXXX we called to ask when the fax was being sent and they said we had just asked for it the day before but we explained it had been requested on XX/XX/XXXX. On XX/XX/XXXX we called again and spoke to XXXX who said she would email the manager of the faxing dept. to expedite the fax. We even gave them 2 fax numbers to help the situation. That was the last call we made and no fax was ever received. On XX/XX/XXXX we refinanced our home and because we did not receive the payoff settlement statement from Key Bank, the tile company has held funds in the amount of {$27000.00} in escrow the full amount of the original loan as it shows on title until we can receive the settlement payoff statement. Still to this day XX/XX/XXXX we have not received a faxed or mailed payoff settlement statement. We are unsure at this time since the account was charged off if we even still owe this money. We have tried in very good faith to negotiate a fair payoff and receive the settlement payoff statement to clear the title on our home but Key Bank has been uncooperative and discriminatory to us because of the bankruptcy and financial situation even though we contacted them to rectify the matter.
Company Response:
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Key Bank branch at XXXX XXXX XXXX XXXX, XXXX, IN XXXX will not allow me to open a Key Express Checking Account and they will not give me a specific reason why. They say it is due to a report on me provided to them by XXXX. I obtained a copy of my report from XXXX. There is nothing negative or adverse on the report. Key Bank will not tell me what is on the report that they find to be objectionable.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-16
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I complained to CFPB a few months ago about this issue, I just received a statement where I 2 payments posted and they took {$130.00} for interest. My payments are {$170.00}. When my payments cross and post together Key Bank take 75 % for interest. Key bank is double billing interest the charge don't match the rate. {$170.00} x 2 = {$340.00} Key bank took {$130.00} interest. My payments posted less than 20 days apart XX/XX/19, XX/XX/19. Due date is XX/XX/19 however, no payment due. The next interest will be {$200.00} if I don't pay them before XX/XX/19.
Company Response:
State: OH
Zip: 44077
Submitted Via: Web
Date Sent: 2019-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I am attempting to improve my credit score so that I can refinance my private student loan to lower my monthly payments. I also am in default of a private loan with that same loan servicer ( XXXX XXXX XXXX holds my student loans, XXXX XXXX holds my defaulted private, non-student loan ). I was previously working with XXXX XXXX XXXX to manage my non-student loan debt and went into default on my private loan with XXXX XXXX as part of that program. However, I elected to step away from XXXX XXXX XXXX and resolve my collections debt on my own. I continue to get negative marks on my XXXX XXXX private loan for missed payments instead of that debt being sold off to a collections company. I believe that XXXX XXXX is intentionally doing this in order to keep my credit score low and prevent me from refinancing and going to a different loan servicer for my private student loans. See CFBP complaint with my previous dealings with this loan servicer : XXXX.
Company Response:
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I apply in branch for a secured card they made me open a savings account to freeze it now I call they said I was denied and to apply for a loan instead this is crazy they cant tell me what to do or which product I want not fair they refuse to approve me secured card application after doing what I was told to go in branch and open the savings which I did and they now tell me I dont qualify such a waste of time
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Key bank keeps hitting my credit profile. Ive alerted them and been ignored. I pay on time and it clears on time. No idea why its ruining my credit. Ive had issues w key bank before. And dealt w XXXX XXXX
Company Response:
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A