Date Received: 2019-05-11
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I visited KeyBank 's physical branch location at XXXX XXXX XXXX, XXXX, OR XXXX in XX/XX/2017 to close my checking account with them. I met with XXXX XXXX, Branch Manager, who assured me my account would be closed. A week or so later, I received a cashier 's check from KeyBank, also from the same branch I visited, so I figured my account was formally closed, and I deposited the official check into my account at another institution via mobile deposit and considered it done. Despite the fact I was told by KeyBank 's employees, and I even received a cashier 's check for closing my account out, I have a negative mark on my XXXX XXXX XXXX report. Also : I'd like this made aware of to XXXX XXXX, " Vice President, '' " Senior Initiative Development Manager '' at KeyBank. I don't care for a response from her, but she needs to understand the malfeasance of her prior market.
Company Response:
State: OR
Zip: 97005
Submitted Via: Web
Date Sent: 2019-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To : Consumer Financial Protection Bureau Re : XXXX Key Bank Student Loans - Cosigner Release Process FORWARD Please note that we are still in mourning and I apologize for any dramatic statements contained herein. My daughter XXXX XXXX XXXX was a matriculated student at XXXX University from XX/XX/XXXX through XX/XX/XXXX graduating with a XXXX Degree. Her Student Loan package included XXXX XXXX, XXXX XXXX, XXXX Key Bank Student Loans and XXXX University Loans. The XXXX Key Bank Student Loan ( XXXX ) is the object of my complaint. XXXX died on XX/XX/XXXX from a rare form of XXXX XXXX. This was an act of god not a preventable self inflicted happenstance. She continued to work following her diagnosis in the Fall of XX/XX/XXXX. In XX/XX/XXXX she had completed her XXXX XXXX from XXXX XXXX University. She was a dedicated XXXX for her entire career and studied steadfastly to become a successful professional in her chosen field of XXXX XXXX culminating in her last position as the XXXX XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Virginia. While there she made her mark as a professional in her field through XXXX XXXX XXXX and implementation for endangered species including the XXXX XXXX, XXXX, XXXX XXXX XXXX etc. As XXXX XXXXr she taught XXXX skills to students and staff as well as coordinating research efforts with many national and international XXXX. CHRONOLOGY A chronology of the educational challenges of this very bright person coming from a lower middle class family started with her acceptance to XXXX University in XXXX, NY on XX/XX/XXXX, XXXX on XX/XX/XXXX the XXXX Office of Financial Aid and Student Employment provided a summary estimate of Costs and Resources of attending XXXX and of the awarded financial aid ( See Attachment # 13 ). On XX/XX/XXXX ( See Attachment # 1 ) we received a letter awarding the XXXX Key Bank Alternative Loan with instructions to fill out and return the application to Key Bank. The letter goes on to state that once the application is received by Key Bank the fall portion of the loan would appear on the XXXX XXXX Statement. And if the application is not received byXX/XX/XXXX the aid amount would not appear on the XX/XX/XXXX statement and that You would be responsible for the fall portion of the loan. It does not state if the loan is denied it merely states if the application is not received. Indeed the Instructions ( See Attachment # 2 ) in the loan packet state who is eligible ... to wit : a US Citizen/National, permanent resident, or eligible non-citizen. If you are an eligible noncitizen or permanent resident you must have a cosigner for the XXXX Key Alternative Loan is is a U.S. Citizen/National or permanent resident. The packet included an application for the XXXX loan, XXXX application Instructions and promotional literature about the benefits of the XXXX. The brochure ( See Attachments # 3 & # 11 ) highlighted the following : - Low cost - Student is the borrower - No payments until after graduation - Graduate eligibility - Cosigner Release Option - 4.00 % with cosigner and 9.00 % without a cosigner As well as numerous other benefits extoling the virtues of the XXXX After being declined for the XXXX initially ( XXXX XXXX ) due to No Credit History or Insufficient Credit History, we were encouraged to appeal the refusal on XX/XX/XXXX we were informed that additional information was required including Cosigner and borrower references. The loan was approved in the nick of time ( XX/XX/XXXX ) as classes had already started. The XXXX Application Instructions indicate a cosigner is needed if you are not a US Citizen. Since XXXX was clearly a US Citizen she had been denied the loan for other the reasons noted above. If Credit History or insufficient Credit History were the rationale for denying the loan I would postulate that the majority of College Freshmen do not have a Credit History upon which to develop creditworthiness. This seems to be a clear case of Bait and Switch as a tactic to ensnare freshman students and their parents into long term debt contracts and could be construed as predatory lending especially since there is a third party XXXX U. proffering awards of financial aid. The third party in this case created the financial aid package which allow the student to attend this institution of higher learning and allow the lender to offer a product upon XXXX letterhead as well as facilitation. A similar XXXX scenario occurred during the XX/XX/XXXX-XXXX term when the application for the XXXX was rejected initially despite my being the cosigner. All of a sudden the loan was actually approved and XXXX was being provided the financial assistance she needed to pursue her education. It should be noted that the XXXX was renewable each year as documented in the Promissory Note ( see Attachments # 5 & # 8 ). Before graduating XXXX XXXX had accumulated 5 XXXX Key Bank Alternative Loans ( see Attachment # 7 ) totaling {$23000.00}. Following graduation in XX/XX/XXXX and a six month deferment period, XXXX began payments ( See Attachment # 7 ) on XX/XX/XXXX through the XXXX service company XXXX XXXX. Payments continued each month until XX/XX/XXXX when XXXX received a 6 month deferment due to her taking classes at XXXX XXXX U in Virginia. Payments were then renewed in XX/XX/XXXX for 8 months when another approved deferment occurred while she attended XXXX XXXX U full time as a XXXX XXXX. Monthly payments restarted in XX/XX/XXXX through XX/XX/XXXX ( Records have been requested from firstmark ). Payments continued from the Estate of XXXX XXXX XXXX between XX/XX/XXXX and XX/XX/XXXX. As Administrator for the Estate I had repeatedly sent letters requesting Cosigner release and notifying Key Bank and XXXX XXXX that XXXX had died These letters were accompanied by the payment from the Estate and most via registered mailed. As the court appointed Voluntary Administrator we submitted the Death Certificate as required and requested cosigner release as well as loan discharge. All my letters were ignored and I am currently facing default if I dont pay. I have never received acknowledgement from Key Bank or XXXX of my requests for information, only form letters noting amounts due. Conversations with Key Bank Officials and XXXX XXXX were not productive either. The most recent contact with XXXX representatives was on XX/XX/XXXX, when I called to request why I had not received a cosigner release denial promised to be sent to me by a manager at XXXX in conversation ( with XXXX on XX/XX/XXXX ) and a representative from Key Bank. I requested a denial so I could confer with others as to my legal options. The rational e from XXXX on XX/XX/XXXX for not sending the letter I requested was that They dont send correspondence from their division. Bu I could be put in touch with another section of the company that did email communications. In addition, XXXX noted I had three choices : 1 ) I could refinance and pay off the debt, 2 ) I could start making payments including the amount in arrears or 3 ) I could stop payments and be in default and have legal action commenced against me. With respect to the cosigner release she informed me that I could not obtain aa release because at the time XXXX died and they got the Death Certificate I became the borrower and there was no longer a cosigner. Furthermore, I could not have requested a cosigner release because only the borrower could do that and one can not obtain a cosigner release retroactively. And that the rules had changed requiring that a borrower had to make 48 on time payments to be eligible for release of the cosigner in addition to having a satisfactory credit history as determined by the lender. It should also be worth noting that following the XXXX of XXXX in the spring of XX/XX/XXXX I called XXXX XXXX to inquire about the cosigner release for the XXXXs. It was an extremely emotional discussion with the XXXX XXXX assistant and believes she cried as much as I did. I admit that I did not follow up with that discussion because having to tell XXXX she would not survive her ordeal was acknowledging defeat. She had not been given the XXXX XXXX at that time and there was so much hope and yearning for a positive outcome especially with the advances in XXXX treatment. Of course XXXX XXXX never sent me any information with which to follow up either and Im sure those recorded conversations are still available to Key Bank.
Company Response:
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2019-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On XX/XX/19 I tried closing my checking and savings Keybank accounts via customer support, as I moved to a state that doesn't have a branch. On XX/XX/19 I received a confirmation email. On XX/XX/19 I received a charge off notice via mail from Keybank stating I owe them the service charges that have been accruing for the previous three months on the savings account I thought I had closed. I called the Keybank customer support line, and the representative said there was nothing she could do and forwarded me to the debt collections department. That representative also stated there was nothing they could do as the only action they could take was to collect the debt. She did suggest I call the branch where I opened the account to see if they could help. They could not. The manager didn't even know that accounts could be closed over the phone. Without any other options, I scheduled the balance to be paid off on XX/XX/19. This was an extremely frustrating situation that was the fault of Keybank. Their representative did not close all the accounts I requested. Mistakes happen, but Keybank made no attempt to rectify the situation. If I ever move back to a state that has a Keybank branches, I will certainly not be a returning customer and would suggest that others avoid them.
Company Response:
State: GA
Zip: 30307
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: In XX/XX/2018 I opened an online checking account with Key bank. Some how my correct address did not get registered, but I did not know that. I received an email that same day confirming that my account was opened, but the email didn't contain my account number. I waited for my first statement, which I never received because of the incorrect address. After a few months ( my fault for waiting so long ) I chatted with Key to inquire about my account, but they couldn't help me and said I had to call them. I called and the person told me that my statements were being returned, but she couldn't give me my account number over the phone and that I would have to go into a branch to resolve the matter. When I went into the branch I was able to correct my address and get my account number. When I got online access to my account I saw a large number of fees, inactivity fees, paper statement fees, returned statement fees, maintenance fees. They are clearly trying to extract as much money in fees from their new customers as possible. So I transfer the remaining money and tried to close the account. I was told that I could not close the account because of a recent address change. I waited the specific time and then tried to close the account, but by then I had a negative balance and was told that i could not close the account becaue I had a negative balance. I asked to speak to a supervisor and he said he would refund the latest fee to bring the balance to zero and then close the account a few days later once the refund is no longer pending.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Im actually the beneficiary for the account for someones account at Key Bank located XXXX XXXX XXXX XXXX Maine XXXX XXXX which both husband and wife passed away. I went into the office instead of them asking for all material at one time it was asked piece by piece eventually giving them all that was asked I then had to wait 30 days After 32 days I went in they told me they had to fax everything to legal and I would here from them, now i have not received any phone calls or reply back from them, I also had a lawyer to write a letter asking Key Bank if theres anything more needed from XXXX if so please inform us so XXXX can move on with his life. Heard nothing from Key Bank. I have all emails, from bank manager stating I had to wait 30 days. I also called another Key Bank to find out what do I need to close a bank account if Im the beneficiary, the reply was original beneficiary paper work, 2 original Death certificates, affidavit and waited 32 days which they require 30 days. Still no reply, nothing, please help. I can be reached at XXXX or XXXX I have all emails and documentation to and from Key bank if needed. Thank you.
Company Response:
State: ME
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On or about XX/XX/2019 KeyBank received Affidavit of Identity Theft and Fraud regarding the account in question. During the course of their investigation I furnished them with a copy of my Certificate Of Offender Status as proof that I was incarcerated during that time period. Furthermore, I testified under penalty of perjury that I did not authorize any transactions in my absence. It is now XX/XX/2019, and after attempts to contact KeyBank to remove this item, the KeyBank account is still on my credit reports. This is a violation of the Fair Credit Reporting Act because the information is inaccurate and the account contains fraudulent activity for which I am not responsible.
Company Response:
State: WA
Zip: 98118
Submitted Via: Web
Date Sent: 2019-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Key bank had reported late payments to my account for my credit account ending in XXXX XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2019-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX {$180.00} was taken out my account without my permission from Key Bank. I notified the bank was given a phone number to call, I called the number and it said it was no longer in service put in a dispute and was denied. I have been denied my money since XX/XX/XXXX up until XX/XX/XXXX I have put in five or six disputes and all were denied I was told that they contact the company and spoke to someone and they told them that I purchase something from them I asked the bank can I get the company 's name phone number address and what did I purchase and I was told that they could not give me that information
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2019-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-29
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XXXX XXXX 2019 This is a reply to Key Banks letter sent on XXXX XXXX 2019 and second complaint as well as the answer to their letter dated. I opened my Promotional {$500.00} Checking account with KeyBank on XXXX XXXX 2019 as required by the attached documentation and expiration date of XXXX XXXX 2019 as stated on the document. When I heard other customers, who opened there account through the same online portal received the promotion code for a {$300.00} I Immediately got on the phone to make sure my promotional code was correct for the {$500.00} Code XXXX. At that time I was even less pleased to find out found out it was not for the {$500.00}, but also not for the {$300.00} but {$200.00} Promotional code and told them at the time I had clicked on the {$500.00} promo with the correct code of XXXX as well as the online document published at the time, they acknowledged the correct code for the {$500.00} promo was XXXX but could not change it in their system. I was given several numbers to call and correct this amount again from {$200.00} to {$500.00} and finally told to stop in the local branch and show them the promotion and they can simply change the code. When I stopped in the XXXX XXXX branch and talked with Ms. XXXX XXXX she would have to do some research because she could not change the code as well and returned my call and said I would have to come back in the branch and close my account and re-open with the correct code. When I arrived, I was told it was past the date for the {$500.00} promotion I would not be allowed that promotion even though I had a copy of their website of the {$500.00} promotion with the correct code, and again I opened my account again on XXXX XXXX 2019 as required. I do have the information and did have it on hand at the time when I went into the branch and its not from a second party the promo code is correct and so is the article and code when I showed Ms. XXXX. I disagreed with her, as it again was not my fault that I had to go through this all over again only to still not qualify for the correct promotional checking account the reason for the first complaint. On XXXX XXXX 2019 I received a letter from XXXX XXXX KeyCorp Executive Offices OH XXXX XXXX XXXX Ohio License number XXXX XXXX XXXX, XXXX, OH XXXX which kept referring to a {$300.00} promotional checking even when all along I had the correct code for the {$500.00} XXXX and offer letter online. The document attached as well as the promo code is Key Banks {$500.00} promotional code. Should you have any questions, please feel free to contact me at the email address on the first page. Sincerely XXXX XXXX
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-29
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I recently got out of an abusive, controlling relationship and I am on SSI due to having a XXXX and no income. My Ex had added me to his KeyBank checking account ( I believe it was in XX/XX/2019 ), without my advocate/payee present. Due to a XXXX XXXX, I am unable to read, write and communicate without difficulty or having my advocate 's assistance. I had trusted my Ex at that time and believed we would be together forever and he would take care of me. I did not ask the bank to read all their terms to me, as I have a XXXX XXXX causing a great deal of difficulty understand and require my advocate to explain in simple translations. On XX/XX/2019, I ended the relationship ( for good ) he already controlled everything of mine, including all the papers from the bank and the debit card the bank sent me, it was all in his possession when he left. Today, XX/XX/2019, I sent him a text, asking him if he would please take my name off of his account and he refuses to communicate with me. I do not know his email address or any other way to contact him. Next, I went to the bank 's website and chatted with the bank 's online support. They insisted the ONLY way to have my name removed would be for " him '' to agree and both go into the bank, together, and sit down with a banker to remove my name. Next, I called the bank 's main number for customer support and they said I could remove my name from his checking account, however after explaining they told me different during the online chat, the rep. actually called our local branch office for clarification. The Branch Office told her I needed my Ex to agree to take me off his checking account, if he did not agree, I could not remove myself from his account!! They also said that I had signed and agreed to those terms. I have contacted my payee/advocate and have been told me I would lose my SSI, because Social Security will include the income on all accounts with my name and he makes over my limit!! He also knows I will lose my income, because my advocate told him so. Also, the bank tells me he can restrict me from all access to this account if he so chooses!! I am being held prisoner to this account and him and I will soon lose my only income from SSI ... I will be homeless!!
Company Response:
State: IN
Zip: 466XX
Submitted Via: Web
Date Sent: 2019-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A