Date Received: 2019-10-18
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: After securing a loan with Keybank, I am now in the repayment process. During the repayment process, Keybank uses all avenues to conract me - email, letters and now twice-a-day phone calls. To include calls before XXXX. I have discussed payment and yet calls continue. If payment is not timely multiple calls will not make the money materialize - especially if there is simply no money. I have requested twice to be placed on the Do Not Call List, but the calls continue. Keybank has also resorted to deceptively placing calls from numbers listed as " Toll Free ''. They also do not leave voicemail messages identifying themselves. ( Voicemail is available. ) A schedule of their calls follows. XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX XX/XX/2019 Caller ID : Toll Free Call Number : XXXX Time : XXXX
Company Response:
State: MS
Zip: 397XX
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. XX/XX/2019-MISCELLANEOUS FEES ON MY ACCOUNT-UNEXPLAINED 2. XX/XX/2019-MISCELLANEOUS FEES ON MY ACCOUNT-UNEXPLAINED 3. MY INTEREST RATE WAS RAISED TO 5.375 % -- -BANK DID NOT PROVIDE ADEQUATE DISCLOSURES OF THE INTEREST RATE HIKE 4. EARLIER THIS YEAR I SENT IN INFORMATION FOR DIRECT DEPOSIT, IT WAS NOT ACKNOWLEDGED ... AND NOBODY FROM KEY BANK CONTACTED ME TO RESOLVE ... .INSTEAD THEY JUST REPORTED MY ACCOUNT AS DELINQUENT TO THE CREDIT BUREAU 5. KEY BANK CONTINUED TO CHARGE FEES TO A DEBIT ACCOUNT I HAD WITH THEM ( WHICH HAD A POSITIVE BALANCE ) ... UNTIL THE BALANCE WAS NEGATIVE {$270.00} AND THEN INSTEAD OF CALLING ME TO RESOLVE, THEY HANDED THE ACCOUNT OVER TO A COLLECTIONS AGENCY. KEYBANK HAS HURT MY CREDIT SCORE WITHOUT EVEN CONTACTING ME FOR PAYMENT AFTER IT FAILED TO PROCESS MY DIRECT DEPOSIT AUTHORIZATION PAPERWORK, IT HAS CHARGED MY DEBIT ACCOUNT HUNDREDS IN FEES WITHOUT ANYONE NOTIFYING ME AND THEN SENDING TO COLLECTIONS. THESE ARE PREDATORY BANKING PRACTICES THAT SHOULD BE STOPPED.
Company Response:
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I contacted Key Bank on XX/XX/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: 2019-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received a promotional brochure from Key Bank advertising that with a new account opened at Key Bank with a deposit of at least {$500.00}, Key Bank would credit the new account {$400.00}. A copy of the promotional brochure is attached. I opened the new checking account and transferred {$500.00} on XX/XX/XXXX. The funds I transferred were never credited to the new account with Key Bank. Upon questioning Key Bank, they stated that my funds had been received but were restricted for some reason. I have made phone calls, sent emails, and visited the local Key Bank branch trying to at least get my {$500.00} back. 12 days have now passed since Key Bank received my funds. I have yet to receive a substantive response or resolution regarding this issue. As a consumer, I don't know what recourse is available to me to pursue an organization that simply takes my money and feels no responsibility to address the fact that the money I sent does not belong to them.
Company Response:
State: UT
Zip: 84020
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: On Friday XX/XX/2019 I submitted to Key Bank a certified original copy of an order that was approved by a judge in the Supreme Court to have funds released from a guardianship account in the amount of {$10000.00} for the maintenance and educational support of my daughter. The representatives at Key Bank including the branch manager told me it should be a few days because the legal dept needs to review the letter, however after 1 week went by I called the bank to check on the status of the withdrawal and their words to me were that " they need to make sure the language of the approval is correct. The following week, I was told by a representative over the phone that they had to make sure that I did not falsify the documentation. In addition, the keybank representatives have not been forthcoming about what else would be needed, and when the funds could be accessed. To this day I have yet to hear from any of the representatives even after calling them several times and when I do call I just get shuffled around.
Company Response:
State: NY
Zip: 14304
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I payed off an Equity Line of Credit with Key Bank in XXXX of XXXX. I filled out paperwork to close this account. In XXXX of XXXX I noticed the account was still open - I filled out paperwork again to close the account. In XXXX of XXXX, I was checking my credit report and noticed this account was still showing open. I went into a Key Bank branch and filled out paperwork a third time to close the account. I filled a dispute with XXXX credit bureau as the account was still showing as open in XXXX of XXXX, and I had been told the account was officially closed. The dispute came back as correct and the account remains as showing open!
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Keybank XX/XX/XXXX {$280.00} they closee my account even though its not my fault this so calles friend jacked my wallet and without a XXXX and XXXX with a XXXX dollar sur charge and i havent recieved refund
Company Response:
State: WA
Zip: 98531
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had two unauthorized transactions a few months ago, as a result my Keybank checking account went in the negative by - {$26.00}. This negative balance was a result of overdraft fees associated with the unauthorized transactions. I called several times in 3 months to get the overdraft fees waived and they did nothing. I received a provisional credit for the unauthorized charges and won the dispute. The account stayed in the negative because they didn't reverse the overdraft charges as a result my account was closed on early XX/XX/2019 as a charge off. The company keeps on sending me to collections and say the account is charged off. I'm asking for a reversal of the overdraft fees and about a {$10.00} refund to me. I'm worried about them reporting me to XXXX when in fact they owe me money. Thank you!
Company Response:
State: CT
Zip: 06460
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-22
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On or about XX/XX/2019 I went to Key Bank in XXXX Ohio to open a checking account per their mailing. The offer states to get {$400.00} open a checking account with a one single deposit of {$500.00} or more within 60 days of opening account. When I got to the bank they informed me that I have to make {$500.00} deposit every month. Nowhere does it says you have to deposit {$500.00} every month. This seems to be a bait-and-switch tactic on the part of the bank
Company Response:
State: OH
Zip: 44067
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XXXX XXXX XXXX XXXX Complaint ON XX/XX/2019 I had an {$8.00} balance in my checking account, and a {$10.00} charge came thru and KeyBank paid it leaving my account negative - {$1.00} the very same day another charge of {$25.00} came thru and KeyBank paid that charge to causing my account to go negative again to $ XXXX Now that my account is in the Negative why would they cover the next charge of {$6.00} on the XX/XX/2019 now sending my account Negative -- {$61.00}. Here comes the doozy!!! On the XX/XX/XXXX I went to the Branch and deposited {$20.00} because at that time my account said I was only {$12.00} I felt that I made it in time to cover whatever charges the Bank covered. Now on the very next day the XX/XX/XXXX The Bank covered a {$.00} cent charge and my account was XXXX in the hole. And now they charge me another {$38.00} and then another XXXX on the same day the XX/XX/2019 Now my account is over XXXX XXXX dollars. I can't believe that they would cover a XXXX cent charge when my account is in the Negative XXXX. I can not believe how that one XXXX cent charge cost me {$67.00} on the XX/XX/XXXX I got charged {$38.00} and another {$28.00} which I don't get. This is the fourth time this has happened and I OPTED OUT OF OVERDRAFT. And the branch Manager never told me about any exceptions that they cover regardless of me opting out. Why would I OPT out of overdraft protection if it was not going to work. I have two other bank acounts and when I do not have the funds in those accounts I get declined and KeyBank assured me that this would be the case if I was to Opt Out Which I did only to get hit with overdraft charges Four separate times. I called KeyBank customer service and was told that they would not waive any charges. And I do not believe that I am liable for these charges. What is the point of opting out of overdraft protection if you can't Opt out???????????????? I told them I was willing to come in and cover the charges that they covered but I did not feel responsible for the {$100.00} in overdraft fees.I am on a fixed income and that is why I opt out of Overdraft protection since my accounts run down thru the Month this safeguards that from happening. However KeyBank has their own rules that were not disclosed to me any of the times my account went overdrawn and I got fees added to my account. I am done paying any fees and I would like to get my account caught up and get this to stop happening or else I WILL just have to close the account. Thank you for your help ( THE BEGINNING PART TWO ) On XX/XX/2019 I opened an account with KeyBank online. As I signed up I chose to opt out of overdraft protection due to me on a limited income and that way I don't have to worry about my account being over drawn, And I have two other Bank accounts and when the accounts are low on funds I just get declined due to insufficient funds. However the very first Month with Key Bank I went over drawn and they charged me XXXX in overdraft fees and I found out that the Lady I signed up with didn't opt me out so I was stuck with all those fees. I then went into the XXXX XXXX KeyBank and sat down with the Manager and made sure I was opted out. Well the very next month in XX/XX/XXXX I got hit with several more overdraft charges. Now I am a little frustrated because I know I OPTED out of that. I go back to the Bank In XX/XX/2019 and ask why was I incurring charges when I OPTED out?? What??? That makes NO SENSE AT ALL. .And in XX/XX/2019 I got hit with more charges, and when this happened I noticed my account was low so I went and deposited {$1500.00} but it didn't get counted till the next day. I had to pay those charges as well. I asked the Bank to please stop paying my overdrafts The branch Manger XXXX, Told me that now that she confirmed That I opted out that it should not happen again. But it did happen again and again and again. I guess full disclosure doesn't apply to KeyBank because it was not disclosed to me that the Bank would pay certain charges even though you opt out of overdraft protection
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A