Date Received: 2019-08-30
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Key Bank auto loan. I have made several attempts to pay my loan over the phone and by mail. They are saying it takes so many business days to process. This has been going on for 2 months of me trying to pay my loan and no payment has been credited to my account. Yet the keep calling me at my work phone which I told them multiple times not too.
Company Response:
State: PA
Zip: 17356
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/2019 KeyBank charged four overdraft charges of {$38.00} posted to our account when our account had a positive balance. The first overdraft charge caused us to go into a negative balance, once our account had a negative balance three charges that we had made posted to the account and we were charged the other three overdraft fees because their first overdraft fee on a positive balance account caused us to go to a negative balance. Attempted to resolve and was given many no 's before only managing to squeeze one waived fee from them. All of this occurred while our online banking showed that we had a positive available balance. XX/XX/2019 The overdraft fees mentioned above did not show on our account until this morning, a full day after they were supposedly posted to our account. Our online banking showed a positive balance the entire day on XX/XX/XXXX so we used our account. Because of this, the four transactions that we're made on XX/XX/XXXX will also cause us to receive four more overdraft fees even though their system relayed to us that there was no issues with our account and that we had a positive balance. These are unethical and negligent practices.
Company Response:
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2019-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-24
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I have been trying since XX/XX/XXXX to get a report from Key Bank stating that I have made all of my payments in time for a home equity loan. Key Bank has sent me to their bankrupcty department as I did file banruptcy in XX/XX/XXXX and it was discharged in XX/XX/XXXX. I reaffirmed with Key bank but they are treating my loan with them as if I didn't reaffirm but they have collected over {$8000.00} from me and this is now paid in full. I have called Key bank in XX/XX/XXXX trying to get this correct and I also had a 3 way conversation with Key bank and XXXX back as I was trying to refinance my house. I was denied a refi due to this error. I was not aware that they could not do this to me until I met with my new lender and she explained to me that they can not not reaffirm with me nor can they take my loan that I did reaffirm with as report it to the credit bureau that this account was included in a Bankruptcy. I also spent an hour on the phone trying to contact people at Key bank this past Tuesday XX/XX/XXXX trying to get this resolved only to have people disconnect me, send me to unknown voicemail or just refuse to speak with me. I then went into the Local Key branch in XXXX, Indiana and spoke with the Branch Manager XXXX XXXX and she was of no help. She reached out to a lady named XXXX - office code number is XXXX ( i believe ) and she was to either email the payment history to XXXX or mail it to me. I haven't seen anything so I called XXXX on Friday and asked about this paperwork as this is costing me quite a bit of money and she stated she would follow up with XXXX and return my phone call but she never called me back. My new potential lender then emailed XXXX cc'ing me as I was in the office with her and again no response. Key bank is not working with me to correct the error on their part and to report to the credit bureau a correct report.
Company Response:
State: IN
Zip: 46545
Submitted Via: Web
Date Sent: 2019-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a missed auto pay in XX/XX/XXXX. We made emergency payment. They said we were all set. Then they never took money out. Months passed. We made more Emergancy payments. Said we are all set again. It was t the case. They dont service the loan they sell. Cant answer us if we are back on track. Cant e mail us confirmation.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Car Loan for XXXX XXXX XXXX XXXX vin # XXXX with KEY BANK Loan # XXXX was paid in full after we moved from XXXX XXXX to XXXX We have requested the title but KEY BANK is saying they sent it to our old address and don't have it saying it's not their responsibility. We just received a lien termination letter which is no a TITLE. Without a title we can not register the car. Without a title, we can not sell or trade the car. We paid off the car in good faith and the bank lost the Title and is saying it's not their responsibility.
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My situation is unique and I truly hope that you can help me. I met with KeyBank, N.A. and discussed my situation directly, but they claim their personal banker did nothing wrong and will not help me. I filed a complaint with the New York State Department of Finance. Case Number: XXXX-XXXX-XXXX.They forwarded my complaint to the Office of the Comptroller of Currency Case Number: XXXX. The OCC determined the following: My issue falls under Regulation B, which is not under their jurisdiction. The Dodd-Frank Wall Street Reform and Consumer Protection Act created the Consumer Financial Protection Bureau (CFPB). I was informed the CFPD'S program includes banks with assets of $XXXX XXXX and above which is the case with KeyBank.I suffer from the disease known as XXXX XXXX. Phases of this disease include XXXX XXXX or XXXX and XXXX XXXX or XXXX XXXX and everything in-between.This spring, I was in a XXXX XXXX. I felt like superman. I had no worries and wanted to buy everything in site. My parents knew the phase that I was in, and showed deep concern. I wanted to move out and get an apartment effective XX/XX/XXXX but needed money for a security deposit and the 1st months rent. Every paycheck that I got, I immediately spent. I needed money bad!I went to KeyBank in XXXX which is located at the corner of XXXX and XXXX XXXX. I met with Mrs. XXXX. She said that she would be my "Personal Banker" I was XXXX XXXX and thought that having a personal banker was awesome! Please understand that when you are in that phase, no reasonable decision is made. Mrs. XXXX and KeyBank extended me a "Latitude" MasterCard with a Credit Limit of $XXXX. I spent that money in about a week. I returned to see Mrs. XXXX and asked for a higher credit limit. She then actually opened a new account that was a Line of Credit for another $XXXX. Over a period of a couple of weeks, that money was spent as well. Soon, my XXXX was so XXXX and my actions were out of control that my parents convinced me to admit myself to a XXXX XXXX XXXX. It's right here in XXXX, XXXX XXXX XXXX XXXX. I was under doctors care daily for about 2 weeks.When things started to get back to normal, my father became aware of the over $10,000 that I owed KeyBank. He has an extensive background in insurance, investments and financial planning. He said I never should have received credit totaling $XXXX. He said he wanted to meet with my "personal banker". He asked Mrs. XXXX what she knew about me. She couldn't answer. He told her that as a banker, she broke rule number 1. That is the "know your customer" rule. It's paramount in banking, investments, insurance and all aspects of financial planning. My father said that he was going to file a formal complaint against the bank and the previously mentioned actions took place.My father explained to me that in the early 90's, banks provided mortgages to people who actually didn't qualify for the borrowed amount. The mortgage bankers were listing inaccurate information on applications and were told that they qualify for an amount that they actually (long term) couldn't afford. This lead to the banking crisis in 2007 were people everywhere lost their homes and banks were collapsing. I kind of feel that I was taken advantage of by Mrs. XXXX and KeyBank. Because at my $XXXX per hour job, I can't pay back this debt!!!! I need your help please.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2019 Keybank placed a legal hold in reference to XXXX XXXX XXXX - Account # XXXX - XXXX XXXX XXXX, XXXX, MI XXXX (XXXX)XXXX. The above company used fraudulent information in order to convince the XXXX District Court Case # XXXX - Judge XXXX XXXX XXXX to issue a garnishment against me when I had a legal binding contract with XXXX XXXX XXXX for $XXXX monthly with a balance of $XXXX.The balance in the Key Bank account $XXXX was not my money and in fact it was a deposit by my husband - XXXX XXXX XXXX. Therefore this transaction is illegal and this money must be returned to my husband - it's rightful owner.
Company Response:
State: FL
Zip: 34472
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a mobile check yesterday and once again, the bank first subtracts the amount from my account ( putting it in negative territory ), then they put a hold on the check. How's that fair? If I deposit a check for XXXX, they first withdraw that amount and keep my account negative until their own hold of the XXXX is released. They are treating me different than other folks and this issue was previously resolved when I had a Key bank account in XXXX XXXX, XXXX a few years ago. I filed a CFPB complaint and Key agreed to allow me to open an account and remove all red flags as this was due to their own error. Now, I open an account in XXXX State and find that the red flags are still there and they have limited my account and take drastic measures when there's a deposit. Secondly, when I opened this account, I responded to a banner ad for a {$300.00} bonus for opening a checking account. But when I went to do this online, it said I only qualified for a basic account and no bonus even though my credit score is XXXX. I should have gotten the bonus. I know that I qualify for a deluxe account because I just had one in XXXX XXXX. Key needs to get its systems talking from both Coasts. They agreed to restore my account and remove red flags - they have gone back on their word.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Last year my student loans held by Key Bank were changed from being serviced through XXXX XXXX to XXXX. Yesterday, XX/XX/2019, I received a letter from XXXX informing me that one of my Key Bank loans had been moved to collections and I need to pay them a little more than {$21000.00}. Today, XX/XX/2019, I called Key Bank. They told me that one of my accounts with them had been cashed out back in XXXX due to lack of payment. This makes no sense as I've been making my monthly payments. Key Bank went on to tell me that they have records of attempting to contact me on the phone. I have received calls from them in the past, however, these were all automated calls regarding various times that I have occasionally been a little late with my payment. On all of these occurrences I made the appropriate payments via the XXXX website I was instructed to use and then the automated calls stopped. I have not received any other notices that I had any accounts in delinquency. In fact, both XXXX and Key Bank simply stopped sending me bills for the problematic account and it does not show up at all on the website I use for payments. I went on to call XXXX following my conversation with Key Bank as Key Bank instructed me to. They said that I had stopped paying that one account last XXXX. I asked them how that was possible since all my other accounts are up to date and they take a single payment from me to pay all of them. I was told that I'd need to speak to a supervisor about that, but they'd have to call me back because they're too busy. I'm currently waiting for their call back.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2019-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On Friday, XX/XX/2019 I made my car payment online via KeyBank bill pay. I noticed over the weekend that I had 3 security alert emails, stating an 'online banking account transfer was initiated ' from KeyBank and to call if I had not requested the transfer. I was afraid that they would try to run this payment 3 times so, on Sunday, XX/XX/XXXX I called Key to ask why I had received these alerts. I was informed that there was a glitch in the system and I received the emails in error. I asked if this meant that my payment was being initiated 3 different times and the call rep stated that my payment would not be processed more than 1 time. I unequivocally stated that I did not authorize any more than 1 payment. On Monday, XX/XX/XXXX, I checked my account and noticed that the authorized payment of {$750.00} had processed but they had also transferred {$720.00} overdrawing my account. When I called, I spoke to 'XXXX XXXX and she said verified that the information I had received on the XX/XX/XXXX was incorrect. She said that I would have to wait until Wednesday for the payment to post to my account before they could attempt to reverse it. I did nothing wrong, I did not authorize any more than the one, {$750.00}, transaction, they fraudulently took {$720.00}, overdrawing my account and leaving me with a {$35.00} overdraft fee, then told me that I had to wait for their system to post my payment in another 2 days before I could attempt to get my money back.
Company Response:
State: NY
Zip: 147XX
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A