Date Received: 2019-05-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019 I went to KeyBank XXXX XXXX XXXX XXXX. XXXX XXXX. OH XXXX ( XXXX ) XXXX Branch Mgr. XXXX XXXX to fill out an International Wire Request Form that was provided by the Law Office of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX for me to be able to receive my funds from the property I sold in XXXX and the Law Office brokered the deal. I was waiting in the area that allows you to see the branch manager and the other representatives of the bank that help you open accounts as well as I was familiar with this area because I had already wire transferred several thousands of dollars to XXXX through Personal Banker XXXX XXXX who was off this day. As I waited in this area the gentleman who sits to the right of the Branch Mgr. XXXX XXXX came out his office and said " someone will be with you soon, is there something specific you are here for? '' I said I will be receiving an International Wire of funds and I need to fill out the banking information form and he said " No one is in the lines and one of Tellers can easily give you your account information for that ''. I proceeded to the tellers where the lady to the right of " XXXX '' took care of me ( don't know her name ). I told her that I would need to fill out this form because I am receiving an International wire and I handed her the form under the glass. She investigated the document and told everything that I had filled out was good because I had my account number on it. I told her that my lawyer told me I need a SWIFT Code. She looked over the document and saw the space for the SWIFT Code and told me again " No! All you need is your account number and ABA # and you will be fine. I took her word and left the building and sent my paperwork to my lawyer. However, when XXXX XXXX tried to send me my money from the sell it bounced back because there was NO SWIFT Code. Without the SWIFT Code the funds could not reach me and I was charged a 4.6 % Surcharge for insufficient information in the amount of {$5100.00}. Here is the communication from XXXX XXXX XXXX ( Hello Mr. XXXX, We have received your funds back in our banking institution due to wrongful information. Provide us with your banking information so we may revise and resend your funds, or as an alternative send it via Courier in a certified check. There is a 4.6 % surcharge fee for refilling and resending. Payment instructions attached. Please confirm your information. Bank : Acct. : # Routing : # ABA : # Swift Code : # XXXX, XXXX XXXX XXXX | XXXX | XXXX XXXX XXXX XXXX I XXXX XXXX XXXX XXXXv. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX, XXXX F XXXX. XXXX : XXXX XXXX XXXX XXXX ) After receiving this email I was very upset and went back to KeyBank and I talked with the Branch Mgr. XXXX XXXX and he offered his apologies as well as I noticed he didn't know the KeyBank SWIFT Code because he had to call someone and they emailed him the and he printed for me. That was very disheartening finding out that everyone in this branch had no idea how to handle my banking request and called had to be made. However, It was too late and cost me {$5100.00} due to their negligence. XXXX XXXX gave me the email to the Executive Inquiry where I contacted XXXX at XXXX and took all my evidence and statement and escalated to a woman named XXXX who called me and let me know because it was not KeyBank 's charge they will not reimburse. She agreed with me that the bank was negligence and refused to escalate further and told me they don't have insurance to cover me either. We went back and forth until she hung up on me stating " we are not paying you " even though they were wrong. My lawyer told me I should start here before taking legal actions.
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-25
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: I was paying for a car loan with Keybank via automatic withdrawl and when I paid off the loan, Keybank keeps taking the money out every month. XXXX was taken out on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and then redeposited 7 days later. Each month I call Keybank and discuss this problem. They tell me the loan has been paid off, that there shouldn't be any money taken out. I filled out the account access form and they admit they have it on file but nobody seems to know what they are doing at the bank. They are illegally accessing my account. The last phone call was to XXXX on XX/XX/XXXX. This withdrawl was set up with Keybank, not with my bank.I am going to have to cancel their access via my bank which is going to cost me {$25.00}. I would like Keybank to reimburse me the {$25.00}, not that they can reimburse me for the time and aggravation they have caused.
Company Response:
State: NM
Zip: 88011
Submitted Via: Web
Date Sent: 2019-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-23
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I wrote a check on XX/XX/XXXX, to an individual, to rent a vacation property in XXXX for a week. The check was a deposit on the rental of the property for {$300.00}. Shortly after mailing the check, I cancelled the reservation and was told there would be no charge. The check cleared my bank account on XX/XX/XXXX, eight years and 11 months later. I contacted my bank and they told me the check was stale but not invalid and that I needed to talk to the payee to resolve the issue. In trying to find the payee I discovered that she passed away in XX/XX/XXXX. I am sure the endorsement on the check is fraudulent. It has the payees name and then states pay to the order of her son. This, now a third party check that is almost nine years old, was cashed by Key Bank.
Company Response:
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2019-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I recently opened an account with key bank I have made a total of 4 deposits 2 mobile deposits and 2 at the branch. Long story short while making one of the mobile deposits I made a mistake my deposit was for XXXX I keyed in XXXX this transaction is what has caused my account to be frozen ever since funds became available. Not only was I informed by the bank of the error they deducted XXXX from my available balance to try and rectify the transaction. I didnt understand this solution as I was short not over but I agreed And was told this may cause the check to return. The check did return and this caused a series of events. Ranging from numerous allegations after this the branch manager that didnt know me or anything abut the situation then said all four of my checks were fraudulent and tried to have my account closed theres a lot more to explain before I proceed however Ill move on at this point I was advised since I was a new customer and had a return check my account had to be restricted pending an investigation. Its now 40 days later and I have no new news about my account I still have no access to my funds and I have made several calls even moving up the escalations chain to the executive relations department all of which still have been unable to tell me why my account restricted and or when I may regain access Im advised to sit and wait until some one reaches out with no predicted time Frame. As I was moving up the escalations chain i was told many times I could close my account and with drawl my funds by customer service, supervisors and fdra agents. Each time I did as directed I was denied the opportunity and accused of making up all the previous conversations I have requested many times for my calls and interactions to be pulled and reviewed and I still have no word as to if they did this. The branch manager treats me horribly Ive been accused of having outside strangers pose as agents when the agents have contacted her advising her that I am able to close my account. She takes the call then immediately after contacts someone else who is unfamiliar with the situation so they tell her not to close it until further research is done. I am being passed back and fourth between FdRa and the branch both saying its the other call as to when I am able to access my funds. After filing a complaint I was contacted 48 hours later and advised my complaint was received however never heard a word back. At this point the bank is telling me they dont know why my account on hold or when or who I can contact they have no info. The 30 day time Frame I was originally told per fdra wlhas now passed and they claim there are no notes and no further information as to where we are and advised they can not discuss with me Im just supposed to wait until XXXX freezes over to gain access and close my account. After 100 of calls most of which ended with me in tears almost always Ive given up any hopes of resolving or ever receiving my funds. Im writing today as this is merely a small portion of the things i have been accused of and a very small look into the horrible awful degrading and judge-mental customer service I have been provided or lack their of. Keep in mind any time I go into the branch the manager treats me like a burden like Im her child begging for allowance that I havent yet earned and Im a grown woman mother of XXXX its embarrassing and down right degrading. I feel race is a big factor into why Im being treat this way. As a research attempt I had a friend open and account make two deposit one good and one bad and recorded the actions taken and how long it take to close his account. The account was opened 3 weeks ago and this person just received his checks in the mail today with his remaining funds and here I am fighting to have my direct deposit at the very least released to me to. Ive be patient Ive given all and any information requested of me Im lost as to where I can go from here. Please help me if someone can pull my calls you can hear for yourself how dreadfully appalling my entire experience with this bank has been and continues to be. This is the worst Ive ever been treated in my entire years alive. Please someone help me.
Company Response:
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-22
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: We get repeated calls from Key Bank to our cell phones, which we use for business. We make payments and they dont go through but we get email confirmations that they did go through. Then weeks later the payments have not cleared out bank. Key has AGAIN charged us a late payment after we made a payment on XX/XX/XXXX and the email confirmation came to our email inbox at XXXX. Additionally, they need to stop calling. They can mail us what is needed via US mail ONLY. We did make another payment with the XX/XX/XXXX payment did not clear. We went online tonight to make a payment and the web site is AGAIN not working. Their website never works. We were able to log in but no account information will pull up. We just made a complaint and there are issues already.
Company Response:
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I received a letter from Key Bank dated XXXX XXXX 2019 about Key Bank 's special repayment program and to comply with the enrollment I must comply with their instructions. 1. Remit the first payment on or before XXXX/XXXX/19 2. Reinstatement : To bring the account current you must make the following payments on or before the dates indicated below. XXXX XXXX2019 Amount Due {$39.00} same for XXXX and XXXX and continue every month thereafter till paid. I paid for XXXX on XXXX/XXXX/19 XXXX XXXX/XXXX/19 and XXXX XX/XX/XXXX19 and have continued every month after that. New minimum payment amount : Your special repayment program minimum amount is {$39.00} and is due by your statement due date each month New interest rate is 3.00 % and is a fixed rate. What you need to know : There are 8 things listed that I need to know and no where does it say anything about about a late fee of {$37.00} and other incidental charges being charged to my account. I have contacted XXXX XXXX, Single point of Contact person @ XXXX and XXXX XXXX @ XXXX and all they tell me is " we'll look into it, and get back with you '' but that's as far as it gets and " NO RESULTS '' Why should I get charged a late fee of {$37.00} + {$4.00} & {$1.00} in other fees. Total for the month {$42.00}
Company Response:
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called ( 6 ) times requesting updated post -fixed rate option loan documents. I was repeatedly told by both agents and supervisors at the MORTGAGE SERVICING dept that the documents were mailed, yet we did not recieve them. On XX/XX/XXXX I called again to see where the loan documents theyve said they mailed out were. The agent -XXXX- transferred me to a supervisor but before doing so, thought the call was on hold and laughed heartily. Apparently, its funny now. The poor customer service at KeyBank is literally STUNNING. The supervisor -XXXX- would not answer ANY questions whatsoever about my loan, citing my CFPB complaint. He informed he was instructed NOT to discuss my loan with me and refused to answer a question that had nothing to do with my CFPB complaint. He referred me to the executive response team who confirmed they have not mailed my updated loan documents that Ive been waiting for and that they might possibly not be sent out for 6 weeks - or end of XXXX. Thats 3-months after the loan was altered and, I to this day, do not have any updated documentation. Nothing was signed, nothing in writing. They wont answer questions now and XXXX is now the only person handling the account and she doesnt answer phone calls or written questions. I believe it is improper and possibly illegal to refuse to service the {$60000.00} + loan and provide paperwork because of a complaint regarding a separately bungled matter. I did not choose to be a KeyBank customer as my loan was bought out from another bank, but refusing to service it is wrong.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I called " Key bank '' in XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX, I informed them about a CC that is appearing on my credit report which I have no recollection of applying for. When I spoke to them in XX/XX/XXXX they said they couldn't find my account with the account number on my credit report. I had a loan officer pull my credit report in XX/XX/XXXX for a home loan application and he informed me that I was an authorized user on the " Key Bank '' credit card, which I never authorized. I need this account to be removed from my credit report as I am being harassed from collection companies ever since my loan officer advised me to dispute it.I called last week and they finally informed me that " XXXX XXXX '' is the primary person. I have no clue who she is or when she added me or how to even get in contact with her. they said she would be the only person able to remove me. I can not be liable for someone else debt who I don't know and most importantly who I never authorized to add me to this credit card.
Company Response:
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were behind a payment for XXXX. My husband went to the bank in person on XX/XX/XXXX and ask what we needed to pay to be current and he paid that amount. It was 2 payments plus late fees and was to also cover XXXX. We got our next statement with a past due amount. Again we went to the bank, ask what we needed to pay to get caught up and why/how we were behind? After a few days they said we missed a payment in XX/XX/XXXX and they floated it and it just appeared with accumulated late fees. ( Thats questionable because we were getting calls from Key Bank asking for information in the summer of XXXX so we went to the bank and the young man there said no it wasnt them calling, they would not ask for social security/account numbers on the phone. We ask him to check our account and he did and said it was current and no problems. ) So we paid again and 11 days later got another and then a foreclosure. We paid again, then they said we were paid through XXXX ( in XX/XX/XXXX! ) after we saw {$1800.00} unapplied payments on our statements, plus another {$20.00} fee ( for what? Were ahead ) We had to take money out of our savings. We dont think our statements have been correct.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Account had a debit of XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX, i have no idea what this charge is for. The bank said the card was present at the time and since i still have my card it had to be legitimate.
Company Response:
State: ID
Zip: 83404
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A