Date Received: 2019-07-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I started banking with Key Bank a little over two years ago. I have had no problems with the bank until XXXX. I have been charged {$2000.00} ( {$890.00} on 37 fees in the last 90 days - that is insane ) dollars in bank fees by Key Bank in XXXX. I was informed when I opened my account that the account would deny any transaction if there were insufficient funds. I have asked about this over the course of XXXX because it continually would allow for my account to authorize purchases/ payments even when the account had insufficient funds. It was recently brought to my attention by XXXX ( XXXX XXXX, OR location - she is awesome and has been a huge help ) that in XXXX of XXXX an employee ( I do not remember her name ) changed my authorization to allow for overdrafts ( this was without my consent ). Prior to this incident I had no problems with overdraft fees. After finding this error, XXXX and I have worked together with several of the other branches and their managers to try to refund some of the fees. It has now been several months and there has been zero change or anything fixed. I am frustrated as a consumer that I was mislead, stressed, and treated the way I have been by this institution. This has negatively affected my overall health, my credit score, and my ability to live comfortably. I have tried to contact corporate about this situation only to consistently be hung up on by customer service and continually told to go to my branch to figure it out. When I get to the branch they tell me to call customer service. It has been a living XXXX to be honest. When the regional manager (? ) XXXX, found out that my main location ( this was in XXXX, OR and the manager was XXXX ) had shut down ( I wonder why ) she said " well, it isn't fair for the other branches to pay for that locations mistake '' - are you kidding me? I do not believe I should pay for the company 's mistake. I have done my best to work through this with them calmly and professionally but I am at the end of my rope and have lost all faith. Lastly, my account has a freeze placed on it ( XXXX recommended that I freeze it until we figure everything out to avoid more fees ). This has worked great until I received several letters in the mail this week from Key Bank, threatening to close my account permanently and send the negative balance to collections. I called about this today and was told that there is nothing the branch level can do about it and I am not allowed to speak to the higher ups to figure out what happened. I was simply told that my direct deposit check would be taken in, the balance set back to XXXX, and that they would mail me a check for the difference after my account was closed permanently. I do not and will not ever recommend Key Bank to anyone and will do anything in my power to have anyone that banks there switch banks. I will share my story with everyone I encounter moving forward that mentions ANY bank.
Company Response:
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have been banking with key bank for over two years now and have XXXX accounts and my XXXX account my direct deposit goes in there! over the last several months key bank has decided to charge me a XXXX Atm withdrawl fee every month for over {$20.00}! each month it differs! i have contacted them numerous times in regards to these fees and have got no responses back! i want to know what these fees are for! i use one atm and thats the one at my work because my cafe does not accept debit cards and its cash only! i do get charged a dollar every time i do use the atm so why am i getting charged twice for each withdraw? this should be illegal, this is my money not theres! im sick of these hidden charges! i also would like to know why key bank offers their new customers money to sign up for a account but in the meantime their loyal customers that have been banking with them for a long time only are get money taken from them!!!!
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Attached is the XXXX statement for XXXX XXXX. Key Bank is claiming a lack of standing for me tp complain about its conduct, because I am not the executor of XXXX XXXX 's estate. I am still a successor-in-interest and have completed the successor-ini-interest form, sent it to Key Bank and the company has acknowledged its receipt. As a beneficiary of the estate, I do have an interest in Key Bank 's malfeasances that affect that interest and believe that the CFPB should insist on a response from the company other than a claim of a lack of standing of the complainant. Key Bank is again charging for fees an inspection fee and legal fees - that have not been approved by a New York State court, which pursuant to New York State law is required before they can be assessed ( see p. 2 of the XXXX monthly statement ). Key Bank is claiming these fees are part of the delinquent balance, even though these fees have not been approved in kind or amount by a New York State court. This makes it more difficult for a borrower to cure the deficiency and the default. If I were the CFPB, I would make sure Key Bank is not doing this systematically with other borrowers, because it appears to be computerized. See p. 1 of the XXXX montlhly statement, the identified past due amount and the amount currently due. Legal fees assessed to this borrower include legal fees in which the attorney proponent of the legal document ( motion for summary judgment ), XXXX XXXX, XXXX, now formerly of XXXX, XXXX, XXXX XXXX XXXX, XXXX, violated his oath pursuant to New York State CPLR 3012-b that the motion had merit even though it took the position that a home loan was no longer a home loan just because the borrower died, which is the opposite of the position Key Bank has taken with the CFPB, such that Mr. XXXX should have been collaterally estopped from making the argument, and he had an obligation to review the file before making the representations he did in his legal papers. XXXX XXXX, XXXX, also now formerly of XXXX, XXXX, XXXX XXXX XXXX , XXXX, was his supervisor and, at a minimum, violated New York XXXX 's professional legal code of conduct 's rule associated with " Fairness to Opposing Party and Counsel, '' as, of course, Mr. XXXX violated also in so far as he violated the state 's criminal code regarding making a false sworn statement, a Class A misdemeanor in New York State. I do not such legal fees should be assessed, but, as I have written before, that is why a New York State court needs to approve the Key Bank 's assessments ; certain, if not all assessments, may not be approved.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: In 2017, KeyBank told XXXX XXXX about a check I wrote to KeyBank, the check cleared so I don't know what is wrong with KeyBank my Funds come from : SSI, XXXX, XXXX XXXX, and XXXX Pension.this is my INCOME, I wrote KeyBank a check and it cleared
Company Response:
State: IN
Zip: 46254
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My Kansas State XXXX XXXX direct deposit payments ( XXXX ) to KeyBank NA has been hacked over the past two months. So far I have lost over {$1500.00}. I have notified the KeyBank, Kansas State, the FTC, credit reporting companies. KeyBank has reissued me three new debit cards to try to stop this, to no avail. Though I have not yet received my third debit card, I did notice, KeyBank has issued a credit for the most recent charges. Since I am a disabled person and was hospitalized and recovering while this was initially happening, I didnt notice at first, because I wasnt using the card. The bank is indicating that since I didnt report it right away, they arent responsible. The same day I reported my first hacking letter to KeyBank, I received a notice that I had been involved in a breach from XXXX and XXXX. Even though I have been reimbursed {$810.00}, there is no way to be sure it will be there long enough until I get my new debit card to cash it out before the hacker gets it. Please help me. XX/XX/19 {$400.00} XX/XX/19 {$250.00} XX/XX/19 {$210.00} XX/XX/19 {$500.00} ( reimbursed ) XX/XX/19 {$310.00} ( reimbursed )
Company Response:
State: KS
Zip: 67204
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Unauthorized withdrawal via check that caused overdrawn fee. Brought account current and requested to close. Tried to add additional funds to account because they stated they couldn't close the account because of the transaction that brought it current to close it and another institution didn't cancel their transaction despite me deleting my bank account from their site. Additional funds failed to add for unknown reason. New posted transactions brought {$0.00} account negative continuing to prevent closure. All this because a company sent in a phony looking check with no actual signature on it and the bank couldn't close my account when I asked them to and started charging up fees.
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a home equity loan with key bank about three weeks ago. They initially declined me for too much debt to income ratio. I spoke with their Mortgage Broker and it sounded like they made a mistake in that they specified that I would NOT be paying off the unsecured debt, which was not the case. The Mortgage Broker caught that mistake and she re-processed the loan application, specifying that we WOULD be paying off the unsecured debt with the equity loan. Another week and a half or so and they came back and said we're declined. The initial explanation was verbal from the Mortgage Broker. In the verbal explanation was that our debt to income is still not sufficient. On XX/XX/19, I emailed the loan processor again asking for a better explanation in writing and I off-offhandedly speculated and asked " could it be that there somehow counting my dependents and some how discriminating against the size of my family. '' To my shock and surprise on XX/XX/XXXX she replied in an email saying my number of dependents is indeed a factor. I believe size of a family should not be used to discriminate against in applying for credit.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Opened a key bank checking account around XX/XX/XXXX during a promo in which you deposit XXXX $ & they send you XXXX $ had 4 representatives tell me different stories. 2 representatives had no knowledge of the promo never told me you had to make a single deposit of XXXX $ in order to receive the XXXX $ then another representative tell me months later on XX/XX/XXXX you had to make a single deposit to receive the XXXX $ then the last representative tell me you had to make a single deposit off XXXX $ in order to receive the XXXX . Ive wasted months trying to do exactly what was asked only for it to be the wrong information. Ive been directed to different people & my issue still hasnt been solved
Company Response:
State: NY
Zip: 12401
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Key CONTINUES to play us as fools. Latest response letter admits MULTIPLE mistakes just in handling a factually correct response to this Complaint! Now they pretend we dont know why they continue to misstate what the negative financial ramifications are to us due to their mishandling. They have NOT disputed that we asked for and were denied our fixed rate option in XX/XX/XXXX. We were sent out to refinance instead of the in-house FIXED RATE REFINANCE. From XX/XX/XXXX until XX/XX/XXXX, we made made payments based on the adjustable rate totaling {$12000.00}. We are now paying over the course of 180 months x {$460.00} = {$83000.00}. Added together, we will pay a total of ( +/- ) {$95000.00} HAD THEY DONE WHAT WAS REQUIRED, YES the MONTHLY payment would have been higher as the balance was higher, but we would have paid THOUSANDS less. At at a fixed rate starting with the balance in XXXX XXXX payment would have been ( +/- ) {$510.00} x180 months for a total of XXXX ( +/- ) The difference is in the thousands - not the XXXX bucks theynused as a bandaid thinking we would not know what they are doing. {$12000.00} from XX/XX/XXXX - XX/XX/XXXX PLUS 180 x {$460.00} = {$83000.00} from XX/XX/XXXX - XXXX/XXXX XXXX + {$83000.00} = {$95000.00} Had they done the fixed rate as we REQUESTED we would have paid far less. We are still OWED MONEY.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/2019 I tried paying my flood insurance by electric check. THE XXXX XXXX TOLD ME THAT Keybank paid the fee already on XX/XX/2019 and the payment was not due until XX/XX/XXXX which resulted in my mortgage being increased from {$1000.00} to present monthly amount of {$1100.00}. KEYBANK INFORMED ME TO PAY THE FLOOD INSURANCE MYSELF WHICH I DID FOR THE ENTIRE YEAR.The Bank was deducting {$38.00}. I tried to pay my flood insurance XX/XX/XXXX and XXXX informed me that the flood insurance was paid by Keybank. Then I found out that the Keybank was charging me a monthly fee for the flood insurance. ( see letter from KEYBANK ) .Keybank blocked me from paying my flood insurance on time. My complaint is that the bank had no right of paying my flood insurance on XX/XX/XXXXXX/XX/XXXX without my knowledge. When I called to pay my flood insurance I was told the bank paid it and then raised my loan amount. I went to see XXXX XXXX Vice President on XX/XX/XXXXand XXXX XXXX Branch Manager previously and XXXX informed me that he would take care of the problem but he didn't.
Company Response:
State: CT
Zip: 06109
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A