Date Received: 2019-06-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: The bank mishandled fraud transactions on my checking account.
Company Response:
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I called my bank to update my address two different times, my debit card was involved in an undisclosed breach and they sent my debit card to the address i specifically called to remove. After finding this out and being without a debit card for weeks I called and gave a series of intimate questions yet again lasting over 30 minutes just to remove that address. The debit card was eventually sent to a bank for pick up because they consistently sent it to the wrong address even after calling the second time. The support rep never removed the address off of my account and only added my new one to my profile. The debit card was hacked again and I requested a new one a few weeks ago, they promised it would be sent to the correct address, they sent it again to an old address and said it was a computer error, they charged me {$25.00} two different times for it to be re sent and I had to fight them to refund that fee. They still haven't removed the old address from my account and blame me for not having it updated. This has been the worst headache of my life and key bank has been nothing but unhelpful, their untrained employees have me scared that they hold the ability to destroy someone's life financially with the smallest of mistakes. The tracking address I have proves it was sent to a non existent address and yet they claim it was sent to my current address, what lies I've been fed, this company is a sham and needs to be investigated.
Company Response:
State: NY
Zip: 14072
Submitted Via: Web
Date Sent: 2019-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Today, XX/XX/2019, I received two letters from KeyBank that indicate accounts have been opened in my name. I have never opened these accounts and have no relationship whatsoever with KeyBank.The letters were dated XX/XX/2019. This morning, XX/XX/2019, I called the Key Bank 's published fraud hot line. The number I called is XXXX. I found it at this url : https : //XXXX I explained the situation of the fraudulent accounts to the Key Bank agent , but they refused to close the accounts or verify they even exist unless I provide them with my social security number. This seems unacceptable to me on multiple levels. First, Key Bank is likely negligent in failing to verify my identity and allowing an imposter to open this account in my name. Second, Key Bank makes it *my* problem to resolve the issue, demanding sensitive personal information from me when I never asked for any relationship with them at all, and then essentially wiping their hands of the injury they are causing me, not to mention my lost time.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a Home Equity Loan with Key Bank starting in the middle or end of XX/XX/2019. I have had many frustrating moments throughout this experience but I will only highlight the primary complaints because they are the mistakes that led to my withdrawal of the application and have negatively impacted my financial options 1. I was misquoted on the rate multiple times ... both over the phone and via email. Ultimately Key Bank decided to honor the rate that I was quoted, but honestly it feels like they have intentionally tried to make the process difficult so that I would withdraw my application. 2. Call after call after call ... .asking for the same items that had already been submitted. Tax and insurance info, employment verification, prior appraisal information ... .just to name a few. I do not mind providing any of these items but to keep asking for them is very frustration ... .there is very poor inter-department communication with Key Bank . 3. I was misquoted on LTV ... .several times, over a period of several weeks. I was told by more than one individual that " because of your good credit and income we can offer you 90 % LTV. This was a critical piece of information because my appraisal came in lower that expected ... the higher LTV was going to make my request make sense for me financially. I would understand if it was a one time occurence that somebody got it wrong but it was multiple conversations. Fortunately Key Bank records all of their phone calls ... so this should be easy to verify. Again ... .this is a misquote on on their underwriting criteria ... not my mistake. I moved forward on the application because of what they were offering. Ultimately, I was misled by Key Bank employees, my initial application was submitted understanding that their guidelines were 85 % LTV ... however they told me that they could do 90 % ... I did not ask for that. I think they should stand behind their offer.
Company Response:
State: UT
Zip: 84062
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During a lengthy conversation discussing the prior CFPB complaint and rectification, I was told that all late fees accrued that were previously not required to be paid until end of loan are now due because they were not rolled into the fixed rate. There should be no change to loan terms other than fixed rate amount due determined by loan length. While I did make several phone calls to the customer service number and had It previously confirmed, as recently as today XXXX - XXXX advised otherwise today. Branch manager XXXX said it should be ok to pay at end of loan as was always the case, but he was not sure. Customer service agents on phone told me ok to pay at end of loan. I did not agree nor was I asked or informed prior to conversion that all accrued late fees would becom due as a stipulation of conversion. Please confirm that as always, if we choose to pay late fees at loan end, we will not be penalized in any way on our credit report. Satisfying the minimum payment due within the 30 day period each month is what is required to keep the loan current and in good standing. Secondly, an additional amount was found to be payable to us, please clarify where the additional funds you offered were found because of our phone call. I do not feel a complete and accurate assessment is being performed.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Per KEYBANKs response : KeyBanks records do reflect that you applied to refinance the Account in XX/XX/XXXX. That interaction does not reflect there being a conversation around a Conversion Option. However, if your intention at the time was to exercise a Conversion Option, we regret that topic was not discussed with you at that time. Their regrets above are not accepted. I spoke to the employee at the Branch who handled this transaction prior to filing this complaint and she ADMITTED not knowing the procedure and mistakenly sending me to refinance back in XX/XX/XXXX, when it should have been handled as a CONVERSION - NOT a refinance. Your customer notes have holes in them. Had she handled the procedure properly, we should now have a A 13-year loan instead of a 15. As of our discussion in XX/XX/XXXX - the same employee also stated to me that she DID NOT KNOW HOW THE MANAGER AT THE XXXX BRANCH DID IT and would have to call him to find out. We do not accept your attempt to do a half baked correction saving yourself money. The loan should be retroactively converted to a fixed rate as of the time I requested it in XX/XX/XXXX. It is not my problem your employee was NOT TRAINED PROPERLY TO SERVICE CONVERSION REQUESTS, nor is it my concern that your notes are incomplete because the employee was not trained properly. ALSO your official letter to me, XXXX, misstates our loan terms as 240 or TWO HUNDRED AND FORTY MONTHS. It is A 15-year loan!!! That is 180 months!!! How am I to trust Key if you cant even get my LOAN TERMS CORRECT in an official response to a CFPB complaint? Please respond immediately. Your check for {$640.00} is not an adequate correction.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, Key Bank closed my XXXX account without notification. I had used the XXXX service since 2016, while the service was still part of the XXXX company. It is a service I have used for the past 4 years. XXXX is a financial service that allows users to aggregate their financial data ( e.g., credit cards, checking account, savings, debts ) to view a common, holistic picture of their finances. While the service does not allow for the manipulation of individual accounts ( payments, withdrawals, etc. ), it does aggregate highly sensitive personal financial data ( including account balances, financial relationships, user logins, and user passwords ). I am deeply troubled and concerned by the sudden loss of access to my account. On XX/XX/XXXX, I emailed the support, and received notification of my account closing. This news surprised me as I did not receive warning prior that my account access would be ending, and because I have shared highly sensitive information to this service. Without formal notification of my account closing, I am left in the dark how Key Bank may use and manipulate my data ( and potentially the thousands of other users ) without consent. I request that the CFPB investigate this matter with expediency, and ensure that the consumer 's of Key Bank 's XXXX service are protected against fraud and personal information data leaks.
Company Response:
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2019 at approximately XXXX XXXX, I was reviewing my account online and saw two unauthorized charges one for {$190.00} and one for {$220.00}. The charges were transfers out of my account via XXXX, which I do not use to a person I do not know. I immediately called the bank and began the fraudulent transaction process over the phone. I had them capture my debit card and send me a new one. I have had no communication from the bank since then and I currently do not have my funds returned or any of the fees that they have charged after returning the items that the {$410.00} were meant to cover. I called the customer service phone number at the end of the first week and all they could tell me was that it was in process. I was able to find a direct number for the fraud department and I called, but the greeting was recorded to dissuade customer 's from speaking with someone. The number is XXXX, I suggest that you listen to the message. The message basically says they have 10 business days and there would be no information available prior to that. Today is the 10th business day and since I do not have my funds returned and available for my use and these are definitely fraudulent transactions they are in violation of REG E. This act of fraud against me has certainly caused me much hardship. I have had to contact the creditors that I had paid with these funds. I have had impact to my standing with them and I have returned check fees and late fees that are now applied to my account. I have had to borrow money from family and friends to make ends meet and I am getting collections calls and emails even after contacting my creditors. An event that is already awful was made worse by the callous, uncaring, and very unfriendly customer process with this bank. Key Bank did not handle this well at all and once this is resolved, I will be leaving.
Company Response:
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My XXXX report was improperly accessed by KeyBank on XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19. When I inquired about this with the bank, they said there is no record of me applying for an account and therefore no inquiry. No account was ever opened, but they still made 4 inquiries, so either they fraudulently accessed the account, or fraudulently denied an account for some other factor.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: From the Desk of XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX, NY XXXX XXXX XXXX XX/XX/2019 Consumer Financial Protection Bureau Complaint Department To Whom it may Concern : I have written you previously, on XX/XX/2019, because our company, XXXX XXXX XXXX XXXX, and myself, XXXX XXXX XXXX, XXXX XXXX, at the address XXXX XXXX XXXX XXXX, NY XXXX, received several Demand For Payment letters from Key Bank, headquartered in XXXX, OH. This was for loan # XXXX, made in the name XXXX XXXX XXXX XXXX At the time, Key Bank supplied no supporting documents relating to this loan. Thanks to letters to agencies such as yours, and the XXXX XXXX XXXX, Key Bank supplied the supporting documents that showed that our then-current obligation of {$4600.00} was owed to Key Bank because Key Bank had purchased a mortgage loan we had made with another bank. Key Bank sent us another loan statement in the amount of {$4700.00}, which we received on XX/XX/2019 ( Exhibit A ). We paid this statement off with a check for {$4800.00}, on XX/XX/2019. That check cleared on XX/XX/2019 ( Exhibit B ). Key Bank has since sent us another payment demand, which we received on XX/XX/2019, for the amount {$4700.00} ( Exhibit C ). In separate telephone calls on Friday, XX/XX/2019, our company bookkeeper, XXXX XXXX, and our company CFO, XXXX XXXX, tried to tell Key Bank representatives that the statement had been paid off. No Key Bank representative would take any action on these notices, saying that Ms. XXXX and Ms. XXXX are not listed on the account. I would call Key Bank myself, but I am severely hearing-disabled. Telephone customer service with recorded prompts, and when one finally reaches a live representative numerous questions by which I have to identify myself, are a torture to me. I feel, as a hearing-impaired person, that I am being made a victim by Key Bank. It is a disgrace that a Key Bank representative can not talk to one of my representatives to confirm a simple matter such as a check payment, and to perhaps place a note on the account that payment is made. It is a disgrace that no note can be made of the fact that I am hearing-impaired, and that any identifying questions should be reduced to a simple password identification. Please do something to stop this particular annoyance, which is the latest in trouble over this loan from Key Bank Sincerely, XXXX XXXX XXXX
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A