Date Received: 2019-11-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Update XXXX : they sent me a check but then put a stop on it so it bounced when I cashed it! Reopening previous complaint, as XXXX is defrauding me and has stolen my money. Previous complaint : XXXX I contacted Key Bank on XXXX, 2019, to close my checking and savings account. I had ~ {$2900.00} in my checking account, and ~ {$81.00} in my savings account. Keybank sent a check for the {$81.00} in my savings account, but never refunded the money in my checking account. I can not view my account balance anymore since the account was closed. I have contacted the branch several times ( on XXXX XXXX in XXXX ), and they repeatedly either say they are too busy, and don't have a banker available but will call me back, or I talk to a banker who says they will talk to a manager and call me back. This has happened 4 times now over the last month, and each time, they do not call back. To be clear, I moved out of state so can not visit the branch in person. They do not dispute that I had the balance, or that they owe me the balance, or that I never cashed any check for the balance. They are fully aware they owe me a balance. They just are not taking the ownership and accountability to fix the problem. I asked if they had a plan to get my funds sent to me, and they said they don't, but would call me back today. They have not called me back. After being a Key client for over ten years, I was surprised how little responsiveness they have. They are holding onto my money and seem to have no intention of getting my money to me. They aren't outright stealing it, they are just very disorganized and have no sense of urgency, and as a result, are unlawfully holding thousands of dollars that do not belong to them.
Company Response:
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Key Bank XX/XX/2019 Went to branch & requested all accounts closed ; checking, savings, credit card. Received check for savings balance while at the branch. - Received email about account activity. Logged in & saw further activity on account ( credit card not closed out, account fee assessed, otherwise no balance for any charges ). Contacted customer service via bank website about account fee, was told CC account is still open. XX/XX/2019 Went to branch to follow up, manager assured me account would be closed, fees reversed as bank error. Manager said additional check issued by bank to me as CC fee refund XX/XX/2019 {$25.00} needed to be returned to bank in order to close CC account. - Received {$25.00} check in mail XX/XX/2019 Brought {$25.00} fee refund check to branch to close account. Received receipt from bank confirming their receipt of check & closure of all accounts. XX/XX/2019 received email about account activity. Contacted customer service via website, received reply that CC account still open. Unnamed account fees assessed, balance of {$0.00} I don't have a fax/scanner/copier but I can make copies at work and mail them in via USPS if needed.
Company Response:
State: WA
Zip: 98178
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My complaint surrounds the overdraft policy that Key Bank follows. When an account is over drafted by any amount, there is an overdraft fee charged AT THE END of the next business day. A personal example is, on XX/XX/XXXX I had lost my debit card for my primary checking account so as I waited for my replacement I used my Key Bank account. I electronically transferred the money that I planned on using for each purchase over to the account each time I used my card. At the end of the business day, I had transferred {$0.00} less than I had spent. I noticed this error and transferred more money to the account the following day and used my debit card for a few more transactions. At the closing of the next business day after my account was overdrawn {$0.00} my account was charged a XXXX dollar overdraft fee. The next day I realized this, and since it was my first overdraft they waived the fee bringing my account back positive. Although they do not charge the overdraft fee until the closing of the next business day, they list the transaction of the overdraft fee as the first transaction for that business day, so the day that the fee was charged, since it was the first transaction, it created another overdraft fee for the next business day after the XXXX transaction. For someone that only keeps money that is being spent in that account, this cycle of fees will continue because of the fee being charged as the first transaction instead of the last transaction at the end of the business day.
Company Response:
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have already submitted a complain # XXXX-XXXX addition document receive from bank showing I had money in the account when receiving a overdraft fee
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been with KEY BANK for some time. I have review my Check Account and figures has been arrange for me to receive multiple overdraft fee for withdrawal which was pending but subtracted from account. I have receive 5 over draft fee in one week from the bank not withdrawn fund on time. It seem they are holding fund in order to process the over draft fee. I can submit a full print out on how the bill withdrawn overdraft fee. the system is always updating and not showing the correct information online. I receive a overdraft fee from the OVERDRAFT FEE they applied ( example XX/XX/19 acct was at a XXXX by the next day it was {$38.00} over draft fee applied XX/XX/19 another overdraft fee of {$38.00} ). I would like for this complain to go to the highest source regarding key bank. Online banking is currently down ( no figure ) for me to show how these account are being arrange.
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Getting the loan
Subissue:
Consumer Complaint: I started with KeyBank for a personal loan and they keep changing what they were going to do for me. The loan process took over four months to get and that was because I was on the phone every day with them. They would not tell me when they need paperwork and kept delaying the loan. The loan was finally finished after causing great hardship on paying on some of the debt that was being consolidated. Then when I thought everything was done, checks were returned because KeyBank mailed the check to the wrong address. Took them almost 2 months to do something about the check going to the correct address and that is only because I called and provided the correct address. XXXX in the corporate office was useless and told me that nobody was above him within KeyBank to talk with. I spend weeks, days and hours doing the work for all the KeyBank employees that I was dealing with. Now that the loan is set, I paid a {$1000.00} payment in XX/XX/2019 to go directly onto the principal of the loan. I have now found out that KeyBank has suspended that payment and using that payment as my monthly payment. I was told that this is not legal to hold payment in suspense. I was also told that if I make any extra payments on this account for the principal that will be held for the regular payment. I was told that payment will be pulled on the XXXX of every month and I can make any extra payments that I want and now that is not true.
Company Response:
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint XXXX - XXXX XXXX XXXX XXXX v Key bank Loan I have many times complained on this account Key Bank misses paying my Homeowners Insurance in my escrow account and the Key bank person handling this matter, XXXX XXXX, started off apologizing saying it was an introvert-ant error and now it has revolved into I have to contact and address by mail. This is a stalling tactic for bad service. Other customers get to call an 800 number and are serviced like I have been serviced before in which money has been wired into my Insurance account. I guess this is retaliation for my complaints. XXXX XXXX XXXX
Company Response:
State: IN
Zip: 46201
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: The banking fees went from {$17.00} per incident to {$37.00} plus {$28.00} per incident. These fees were all incurred in 2019, XXXX {$130.00}, XXXX {$170.00}, XXXX {$210.00} ( refund of one fee of {$37.00} XXXX, XXXX {$220.00}, XXXX {$140.00}, XXXX {$140.00} in addition to the {$5.00} per month service fee ( along with the {$5.00} per month service fee charged on my daughter 's " free student checking '' account ) and the bank continues to charge fees when they closed my account. The fees are out of control, this is one of this banks ( most likely any banks ) largest source of revenue ( in the top 3 ) and is up to 20 % of their revenue. They are gouging consumers ( similar to ridiculous interest rates back in the XXXX XXXX - APR 's of up to 40 % ). Why isn't this being regulated? Consumers are strapped with housing prices and inflation far exceeding the wages earned. I will also be seeking guidance on a class action law suit.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2019-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-23
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Account : XXXX www.keybank.com XXXX, OHIO USA Keybank is taking the interest rate 5.94 % on the outstanding balance each month any computing the Statement Interest incorrectly. They are computing the number of days incorrectly. Finance people who financed the loan via key bank was for 54 payments of {$450.00} I make all the payments ahead of time and I should only be incurring about {$100.00} a month instead paying extra money for their creative ways of calculating number of billing daysl 1st pay statement on XX/XX/2019 is being charged 45 days at a compounded daily rate of 5.945 / 365 days = .000016274. They used start date of XX/XX/19 Problem 1 date range is from XX/XX/2019 to DUE date XX/XX/2019 ( 45 days ) Charging me on XX/XX/2019 for future dates? Also note : online in indicates loan did not start until New Loan XX/XX/XXXX 2nd pay statement on XX/XX/2019 is being charged 37 days Due Date XX/XX/2019 This is really BAD - Apparently it looks like they are using a date range of my last payment date of XX/XX/2019 to the future Due Date of XX/XX/2019 to come up with 37 days. they already charge me for up to XX/XX/2019 in the 1st statement. DOUBLE CHARGING me an extra 6 days. 3rd pay statement onXX/XX/2019 " SAME THING!!!! 38 days Due date XX/XX/2019 - They used date range of my last payment date of XX/XX/2019 to the future Due Date of XX/XX/2019 to come up with 38 days. DOUBLE CHARGING me an extra 8 days. If there computer program is doing this to all their loans they are over charging customers that are paying as soon as they get the statement. With the size of KEYBANK this could be MANY MANY THOUSANDS OF DOLLARs that they are illegally charging consumers. See XXXX attachment, Copies PDF 's of statements and EMAILS from Keybank
Company Response:
State: PA
Zip: 17701
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have made two complaint with CFPB re : KeyBank HELOC. Please refer to past CFPB complaint # XXXX & # XXXX. Our HELOC was sent to foreclosure after KeyBank lost our check several times. We thought the issue was resolved, but apparently it is not! We have recently applied to refinance our home through XXXX XXXX, but have been stopped from proceeding due to this " foreclosure '' that is a appearing on our credit. There should be NO foreclosure on our credit. Again, KeyBank lost our check & during that time of the " misplaced check '' KeyBank sent our HELOC to foreclosure. We were told that all delinquent/derogatory reports to credit reporting agencies would be removed, but this is not the case. I need KeyBank to remove the foreclosure status from our credit report so we can move forward with our refinance.
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A