Date Received: 2019-06-26
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Every two weeks from late XXXX through XX/XX/XXXX, my alimony payments in Kansas which they fund to KeyBank have been hacked every two weeks. I have complained to the KeyBank, wrote a letter substantiating. They issued a new card. Today it happened again. So again they cancelled this new card which Ive had for just over a week. Last week, I received a notification from someone from XXXX XXXX XXXX XXXX. It said it was a Notice of Data Breach. Indicated my personal information had been leaked/hacked from XXXX and XXXX had been breached between XX/XX/XXXX -XXXX XXXX, XXXX. They didnt detect until XX/XX/XXXX. I believe this is connect. But only my debit card is being affected so far, not my checking accounts. Im very concerned.
Company Response:
State: KS
Zip: 67204
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My bank charged me 5 overdraft fees in 1 day, but everytime I thought I went over a little I put the money right back in from my other account but was still charged and the bank saying there is nothing they can do, now Im almost - {$200.00}
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or around XX/XX/XXXX, my wife and I applied for a pre-approval for a mortgage from Key Bank. We submitted all the required forms, and after pulling our credit on XX/XX/XXXX, we received a pre-approval for {$170000.00} with 5 % down. About 3 weeks later, and after getting our home ready to list since we were pre-approved, we listed our home for sale with XXXX XXXX. XXXX XXXX was our listing agent, and a friend of my wife. Please understand, we would have NEVER listed our home had we not been told by Key Bank that they would give us a mortgage. Immediately someone took her pictures, and created a craigslist scam rental page. The warning post our realtor made, and published can be viewed at XXXX and going to the blog section. This blog post was also listed on XXXX. We had people coming to the door and looking in our windows, some even trying the door to get in. As this was going on, Key Bank 's loan officer XXXX XXXX of the XXXX, OH offices was reaching out to all the people he needed to talk to. He began requesting documents 3 and 4 times. XXXX XXXX, another Key Bank loan officer was brought into the fiasco and began my verification of employment process. He requested a VOE from my boss multiple times, and harassed her over the phone telling her how to do her internal book keeping. XXXX XXXX at this point, in a conference call with XXXX, and my boss took it upon himself to walk into the hallway and call my boss ' cell phone from his personal cell and tried to instruct her on what to say. She expressed her dissatisfaction to me about the position I had put her in, as she was harassed multiple times for the same thing. XXXX XXXX also told me that the order to terminate child support from the XXXX XXXX XXXX of XXXX was not an acceptable document to verify my daughter 's birthday, even though it was stated in BOLD in the middle of the document. When I told him I was going to nitify the clerk of courts and let them know his stance on this not being an acceptable document, we received notice that it would do. He requested her birth certificate.. This process became worse when on XX/XX/XXXX we needed closing statements signed by all parties. Our closing was scheduled for XX/XX/XXXX. We received a phone call from XXXX XXXX stating my wife 's credit score was 4 points too low. Upon checking our credit reports, we saw that Key Bank had pulled another hard inquiry on our credit report. This was unauthorized at the time. XXXX told me in a phone call that he didn't pull my credit again, but stated in a call to my wife, he had done it to see if anything new had appeared. This pulling of our credit dropped our credit scores over 50 points. Now they wanted to say she was 4 points too low. They told my wife, and my realtor at this time that I ( XXXX ) was already approved for the loan by myself, and that all we needed to do was remove XXXX ( wife ) from the loan. Again, this was not only told to me, but to my realtor as well. We closed on the sale of our home on the XXXX of XXXX as scheduled. Please keep in mind, we would have never listed our home for sale had Key Bank not given us a pre-approval for a mortgage. This was done in good faith that they were being honest. We decided to move forward, at the urging of our realtor, with Key Bank because she stated we had already submitted everything and Key Bank had told her I was already approved on my own and we could now close on the XXXX of XXXX. We pleaded with the sellers to allow us another 9 days, and against their better judgement, they allowed us to modify the closing date. More phone calls and more lies came in the days ahead. On XX/XX/XXXX at XXXX, XXXX XXXX called me and told me that the only way the loan was going to be approved was under one of two conditions. This was an either or situation. We either pay off my car, or have reserves of 12 months. I had the 12 months of reserves, and XXXX acknowledged that I did as well in the phone call. I asked him what the issue was and he couldn't give me a straight response. He also told my realtor the same either/or situation. He stated this to her directly. Utilities were transferred. Our homeowners insurance company was even given a loan number and told to start the policy on XX/XX/XXXX. This group of lies was far reaching. We have received multiple loan disclosures over the course of the 10 week fiasco, and some of them weren't even for the loan we were applying for. I reached out to customer service over a dozen times, as did my wife, and realtor. We NEVER received any responses from the requests for customer service. The loan has, of course, fallen apart, and the sellers have moved on. Thanks to the reckless actions of XXXX XXXX and the rest of complicit Key Bank, my family is now homeless. My family is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Key Bank has been allowed to operate in such a manner that they are putting families that have little to no debt, and good credit scores on the street. Their actions are totally unacceptable, and should be viewed as such. This atrocity can not stand, and should not be allowed to happen to anyone else. Shame on Key Bank, their loan officers, and their customer service department. We do have emails, and call times but there area too many to list or attach.
Company Response:
State: OH
Zip: 449XX
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I had a checking account with Key Bank that I used sparingly. I recently went in for a transaction and was told that my account had been closed. I had {$40.00} in the account. I contacted Key Bank and they returned my call. They told me that they had begun charging me a XXXX XXXX monthly fee and closed my account after the funds ran out. I had a free checking account with no minimum balance and should not have been charged a fee. I never received any notifications via email or US mail, or phone calls, text messages, or any communications at all that they were charging me a fee or that my account was closed. I don't understand how they are allowed to simply take my money without notifying me. They had my physical address, email address and phone number.
Company Response:
State: OR
Zip: 97035
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A chargeback was filed on XX/XX/XXXX for a item that was never received. Key bank reversed the chargeback XX/XX/XXXX. Keybank claims they sent paperwork that I never received. They refuse to give me any information about the dates of their investigation, what their investigation entailed, whether or not they spoke with the other party. I have requested call backs from a disputes department three times and never heard back. Keybank had 6 months with which to completed their investigation and they ran out the clock in order to reverse my chargeback request and take my money. The charge was fraudulent, they have no grounds with which to do this.
Company Response:
State: WA
Zip: 98597
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: When I was called to XXXX XXXX my home was moved from XXXX, Oh, where Keybank is located, to XXXX, MI, WHERE NO KEYBANK IS ANYWHERE NEAR. I made sure to caps the previous statement because it's 100 % the cause of the fraudulent charge I've encountered. I called Keybank to close my account after drawing all the funds out of the account. I had no access to go to Keybank as it was over 2 hour drive away. I called he first time and nothing was done to close my account. I incurred charges because I removed all the money from my account. I PAID the first round of fraudulent charges, I again called KEYBANK to close my account when it was YET AGAIN at XXXX. Once again nothing was done on Keybank side and once again overage charges were encountered. This account should have been closed PRIOR to the charges TWICE! this was fraudulent twice. Not to mention I was SERVING OUR COUNTRY. I will not pay this charge, as it is fraudulent. Just to point out, your system is glitching, it would not allow me to Input my last 4 of my ss # so I put the last four as the account number. THE ACCOUNT NUMBER I ENTERED IS MY LAST FOUR, I DO NOT HAVE AN ACCOUNT WITH KEYBANK AS THEY CLOSED THE ACCOUNT AFTER FRAUDULENTLY CHARGING ME TWICE ...
Company Response:
State: MI
Zip: 49009
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-13
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I came into a XXXX XXXX car dealership on XX/XX/2019 with the intention to buy a XXXX XXXX that day, and had a pre-approval from XXXX XXXX. I was introduced to the sales rep XXXX XXXX and I immediately explained to him what I wanted, that I had also been pre-approved by XXXX for a 3.99 % rate, and that I did not want to put one penny down. He said sure, they could roll everything in, and showed me a car that met my needs and had me fill out a credit application on their computer. I again, let XXXX know I had a pre-approval from XXXX He assured me this was the process. Needless to say I met with the finance guy next and he tried to get me to sign documents that said i was paying an 8 % interest rate and it was from another bank. I let him know of this error and he acted surprised then finally came back with 3.9 % rate from XXXX XXXX. After coming home with the car I have found my credit was pulled by over 5 banks ( XXXX XXXX , XXXX XXXX XXXX, Keybank, XXXX XXXX XXXX , XXXX XXXX XXXX XXXX ) without my permission. These hard inquiries cost me a credit line already and have lowered my credit score. I am also very upset they have shared my credit history and personal information with other banks without my permission. I have tried in good faith to work with the dealership to have them removed but they are combative and show zero empathy for my situation. I have attached one of the emails I have sent, the credit application explanation I saw when authorizing the credit pull, and my pre-approval letter which I had showed the sales rep. My personal information including credit history, social security number, and income was shared without my permission. This needs to be fixed asap.
Company Response:
State: NY
Zip: 11795
Submitted Via: Web
Date Sent: 2019-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened my account years ago. The bank has since changed hands twice and is now Key Bank. I have had the following issues since Key gained control of my account. .. .. .. - When Key Bank took over, I had to contact them three times to change my address because I did not get my card. There was a language barrier as they were offshoring their customer service. On the 3rd call, I was told they could ship the card to me overnight and would cover the fee. Instead, they charged the fee then I had to call in and was told they charge it when it sends and the customer has to call in to get it waived. ( I later learned they only waive one fee per year so I guess this was their way of getting that one time out of the way even though it was their error, not mine. ) .. .. .. - After moving, I contacted the XXXX number to change my address. Their verification process was to answer questions on public record. They should know my maiden name. I chose not to change my last name after getting a divorce. There was no reason for it. Their questions were all related to my ex-husbands family, not mine. I could not answer their security questions so I had to have my mail just forwarded from USPS. I told the rep this was a horrible verification process and she told me I should get my last name changed to avoid it. That was very unprofessional in my opinion, especially since public records know my maiden name. .. .. .. - A few months ago, money was debited from my account without my permission. I believe this happened using XXXX for marketing. I contacted the bank and was told it would take 10 days to resolve. I called back ten days later and was then told 10 business days. I did eventually get my money back. .. .. .. - Last month I changed my phone carrier from XXXX to XXXX XXXX XXXX. I have had a prepaid service for more than 8 years because it is more economic. I did not know they needed to text me a number to the old phone before changing the number. I called into customer service and was told they could not verify my phone. This is because it is a prepaid account. .. .. .. - I made a complaint on Key Bank 's XXXX page after the incident. I was appalled when they asked for my number to assist me. I asked them how safe that would be since they couldn't verify who I am. Someone commented below my response and recommended I report them here.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2019-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My bank is in closing personal bank information to third parties intentionally delaying debit payments or transactions 4 days or even almost a week when they should come out immediately I already know that credit payments take more time. making me unable to access my online Mobile account giving me a hard time and delaying me when filing consumer disputes intentionally harassing me even when I go inside the bank I'm being harassed and bothered by personnel allowing my bank account payments to be adjusted and when I'm charged wrong and call back about it then they disappear but if I don't notice them they'll stay on there my bank needs to be contacted until I need to be treated fairly and properly if we violated my rights as a financial institution and financially harassing me. I bank with KEYBANK In Oregon
Company Response:
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2019-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Looking at my Key Bank home equity loan account I see Key has added a fee of {$210.00} plus {$11.00} to my account and call it Assess Prop Val Fees. I have called Key to find out what these fees are about. I have been transferred from XXXX to XXXX to XXXX and the only answer I got from XXXX was it was for insurance. For what no one seems to know other than I am being charged for it. I told them I already have the property insured and didn't need this nor do I want it. I'll have someone get back with you is what I'm told. When asking when will that happen? After they review it I'm told. I've heard that too many times before and it never happens. It's my money and I don't want them spending it without my approval or knowledge. If Key wants to know the value of my property, they should also pay for it, not me.
Company Response:
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A