Date Received: 2019-04-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: In XXXX or XXXX after my two loans were transferred to KeyBank I called to set up payments. I arranged to make a XXXX XXXX monthly payment on each of the two loans and that payments would start the beginning of the month after following month. I then received in the mail an invoice that had a due date for the following month. I called and was told that what I was told on the phone about when the payments would start was a " mistake. '' I then started getting invoices but realized that I was only be invoiced for one of the two loans. So I started sending in a {$150.00} payment with the statement to cover both loans, But as the uploaded document shows, KeyBank was only credited one of the two accounts. So essentially I was never billed for one of the two accounts. And then at some point KeyBank stopped sending any bills/statements to me. I had no address where to send any payments ( the uploaded document I just happened to stumble upon recently buried in a folder with other documents ) so I just stopped payments. And then I heard nothing from KeyBank for over two years. Then I get a letter asking me to call. Because I had an experience of being told things by phone that turned out not to be true, I communicated in writing twice, with offers of lump sum payments to settle both debts. I never got acknowledge from KeyBank that I had ever communicated with them, just generic " please call '' letters. Then I get a letter saying I am in default.
Company Response:
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have submitted 2 requests to close my checking account at Key bank. One of the requests was submitted in writing via email and the other was submitted verbally over the phone. I was told by a customer service rep on XX/XX/19 @ XXXX XXXX that they would not close my account even if I were to go into a local branch.
Company Response:
State: WA
Zip: 98204
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I was notified by my XXXX monitoring service that an account was opened by Keybank using my social security number. I have never used Keybank and have never opened an account with them. I do not live any where near a branch of Keybank. I contacted Keybank in XX/XX/2019 to find out who, why and what type of acct was opened using my social security number. Keybank would only confirm that an acct of some type was opened in XXXX, Oregon at the XXXX and XXXX Branch with my social security number but not my name. I then contacted XXXX the branch manager in XXXX. She did confirm that they had opened some type of acct for a known customer with my social security number. It took several days for this client to come in and provided their correct social security number. XXXX reassured me that this was a mistake and that it was corrected. She would provided no information about what type of acct was opened. She reassured me that the bank legal department would send me a letter in writing clarifying that they removed my social security number from the acct and would no longer use my number on further accts. XXXX stated it was just a " mistake '' not fraud. This discussion took place in XXXX and I waited until XXXX thinking a letter would be arriving in the mail. No letter and no further contact by Keybank was made. I contacted the branch manager again on XX/XX/19 and she told me she called the executive legal department and that they would be calling me by the end of the week. She stat that she herself would also call me on Friday, XX/XX/19, to make sure the legal dept had made contact. As of today, XX/XX/19, I have not heard from Keybank or from XXXX the branch manager. Over the weekend I did post on Keybanks XXXX " visitor post '' my story. I did receive a post back saying they would " look into this for you. We'll let you know as soon as we have any updates. '' However, I still have had no contact from the legal department, XXXX or Keybank representative. Today I finally contacted the FTC and they gave me the phone number for CFPB so that I could file this complain.
Company Response:
State: ID
Zip: 83814
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home mortgage with KeyBank that was originated by its predecessor XXXX XXXX Bank in 1997. I received a letter from KeyBank in mid-XXXX requesting proof of hazard insurance for my property at XXXX XXXX XXXX in XXXX ( town of XXXX ), N.Y. My insurance agent provided documentation of this in an e-mail sent XXXX XXXX to XXXX, as requested in the bank 's letter, and copied to me. On XX/XX/XXXX, I received from the bank a " second and final notice '' ( dated XXXX XXXX ) requesting proof of insurance and warning me that the bank would purchase insurance on my behalf if I failed to provide proof in insurance. On XX/XX/XXXX, I called the customer service number listed on this letter ( XXXX ), where a bank employee informed me that the information we'd sent XXXX XXXX had been received and that the bank would " escalate '' its review of this material and get back to me. I received no response. Instead, on XX/XX/XXXX, I received a third letter informing me that the bank had purchased an insurance policy on my behalf at a cost of {$1800.00}. This is completely unnecessary as my property is already insured and has never lacked coverage since I bought it in 1997. On XX/XX/XXXX, I called the bank 's mortgage customer service number ( XXXX ) and was advised to send my proof of insurance to XXXX XXXX, a manager in the bank 's mortgage department. I sent this material and a cover letter by fax at XXXX and also sent the proof of insurance to her e-mail, XXXX. I have received no response. As the principal due on my mortgage is less than {$8000.00}, and as the mortgage carries no prepayment penalty, I paid the remaining balance due with a check mailed XX/XX/XXXX. On XX/XX/XXXX, I received a letter from the bank saying that to settle my loan in full, I would still need to pay the additional {$1800.00} plus a {$50.00} closing fee. I do not expect to pay for this additional, unnecessary insurance policy that KeyBank arbitrarily chose to purchase on my behalf. The bank has been completely unresponsive to my communications and my multiple attempts to resolve this directly with them.
Company Response:
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: My situation involves Key Bank, XXXX. XXXX, in XXXX, XXXX XXXX There have been numerous phone calls that have gone unanswered. When I was told I would get a return phone call first thing in morning, I cancelled engagement to be available. Upon checking, I was told Place was a zoo..by the manager. I brought another interested party to the bank..since phone calls were insufficient. We spoke to XXXX XXXX who originally handled the transaction on XX/XX/XXXX We needed to wire money to complete real estate transaction. Besides my funds in different accounts in Key Bank, we presented check for XXXX. We were told we had to wait a few days for check to clear. I decided to use line of credit since time was of essence ... but I wanted it paid off in full as soon as check cleared. It was deposited in my checking account. On XX/XX/XXXX I deposited an additional XXXX since I was soon to leave for our new home in Florida. I asked teller and XXXX XXXX to make sure loan was taken care of. They assured me it was. I left for Florida on XX/XX/XXXX. Got a phone call from XXXX XXXX asking what I wanted to do about loan. I was shocked ... but not turn back. Asked her to please take care of it and send transaction copies to me. When I returned and opened mail I could not understand transactions. Two of us in XXXX 's office heard her say she mad mistake but couldn't rescind resulting {$290.00} charged as interest. I asked to speak to manager. She was busy. I again was told she was unavailable ... and phone call was answered by third person who apologized for Place being a zoo and I should get an answer in a week. Of course ... no answer came. I have been with this bank for over 50 years..it has never been so unresponsive. I appreciate your intervention. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Y. XXXX
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Key Bank has been sending me Commercial Loan Statements and Demands For Payment regarding loan # XXXX, amount {$4600.00}. I have several times asked Key Bank representatives for a history of this loan, for all supporting documents, including all statements and payment records, and I have received no documents.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-28
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have had consistent issues with KeyBank 's web site as well as making payments and completely LOST IT on them tonight. They are always placing blame on the bank, or sorry we are having issues with our site and then charging late fees! Like I have time to sit and monitor when my payment goes through, when it doesnt, and when their site decides to work. I want ALL late payments reversed. Please see documentation showing payments being made then for some unknown reason which Key can not figure out, they disappear into never never land and no one can tell me why the payment has not cleared my bank. Of course its the banks fault. I have double checked the account, its accurate. Please see the uploads and assist. I think they are trying to obtain a boat that is almost paid off and sell it. I actually re added the account and it says it already exists, just to verify the account number and routing is accurate. ITS THEM! Please assist. This is unbelievable. I love the customer service rep tonight that said, " I understand your frustrated .... '' with a TUDE. I mean REALLY?? Its not a problem that you, Key Bank, are having major issues accepting payment from a legit bank account and I am the problem?? That I say Its YOU? That is a problem?? They need to get on the ball and explain WHY my payments are not being cleared. Thank you.
Company Response:
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2019-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with Key Bank online on XX/XX/XXXX. At opening, I used code XXXX, which promised to give me {$300.00} after direct depositing {$500.00} and making XXXX qualified debit card transactions within 60 days after account opening. Partial text from the account agreement disclosure is : " OFFER IS AVAILABLE TO CLIENTS WHO DO NOT HAVE OR HAVEN'T HAD A KEYBANK HASSLE-FREE ACCOUNT, OR A KEYBANK CHECKING ACCOUNT WITHIN THE LAST 12 MONTHS. MAKE A DIRECT DEPOSIT OF AT LEAST {$500.00} AND A COMBINATION OF FIVE DEBIT CARD AND/OR BILL PAYMENTS WITHIN 60 DAYS AFTER ACCOUNT OPENING TO GET {$300.00}. DIRECT DEPOSIT TRANSACTIONS ARE LIMITED TO : PAYROLL, SOCIAL SECURITY, PENSION AND GOVERNMENT BENEFITS. LIMIT ONE GIFT PER QUALIFYING ACCOUNT. " By the end of XXXX, I have made {$1000.00} in direct deposits and 7 debit card transactions, however Key Bank refused to give me bonus stating that deposit must be single. I complained to CFPB with the reasonable explanation that no word " Single '' is used in the text of the advertisement attached to the agreement signed by me and bank can not voluntary interpret text of the conditions ( CFPB complain # XXXX ). Key Bank refused to admit its fault, stating that " We have confirmed, on XX/XX/XXXX, you opened a Key Express Checking account thru key.com. During your account opening you entered the marketing code of XXXX. Pursuant to your request your account was successfully opened. During the account opening, you agreed to the stipulations set forth within the marketing material ( copy enclosed ). In regards to your Account ending in XXXX, the required combination of five ( 5 ) debit card and or Bill Payment transactions were fulfilled within the 60 days of account opening. We confirmed a Direct Deposit of {$500.00}. Was completed on XX/XX/XXXX, which was greater than 60 days from the account opening date. For your review, I have enclosed a copy of your last three ( 3 ) monthly statements. Subsequently, the Account did not qualify for the {$300.00} premium. We found no bank error, any request of monetary credit was denied. '' 1 ) Key Bank in its reply substituted the reference to the official text of the offer XXXX disclosure attached to the agreement with reference to some advertisement which I even did not see and which was not part of the agreement between me and bank. 2 ) There is no text in the agreement between me and Key Bank that offer XXXX has hidden part with more detailed information in the form of advertisements distributed somewhere. 3 ) Official text of XXXX says that " MAKE A DIRECT DEPOSIT OF AT LEAST {$500.00} AND A COMBINATION OF FIVE DEBIT CARD AND/OR BILL PAYMENTS WITHIN 60 DAYS AFTER ACCOUNT OPENING TO GET {$300.00}. ". This text does not limit the direct deposit to single or to multiple, especially considering next part of the official advertisement " DIRECT DEPOSIT TRANSACTIONS ARE LIMITED TO ... ", indicating that there could be multiple transactions. 4 ) For example, this is how other banks are writing clear and non-ambiguous offer disclosures : " Within 150 days of your account open date, receive a cumulative monthly total of {$3000.00} in qualifying direct deposits to the checking account opened for this bonus offer for three consecutive months. '' 5 ) Key Bank offer is a bait and switch fraud, when official offer disclosure is made vague and bank refuses to pay bonus for using client 's money supporting its decision by marketing materials having nothing to do with official agreement. I do hope that Key Bank reconsiders its decision and issues bonus for using my money as promised.
Company Response:
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-24
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On XX/XX/XXXX I opened a KeyBank checking account ( KeyExpress CheckingAccount Routing Number : ending in XXXX ; Account number : Ending in XXXX ) using promotional coupon code " XXXX ''. I funded that checking account with an initial deposit of {$50.00} ( XXXX dollars ). On XX/XX/XXXX I contacted KeyBank by phone and requested to close that checking account. The KeyBank representative stated that she was unable to close the account due to a " pending transaction ''. I found that an unusual reason not to close the account, but I agreed to call back at a later date, once the pending transaction had cleared. On XX/XX/XXXX : I contacted KeyBank by phone and once again requested to close the checking account. I was transferred to a representative named " XXXX '' who posed several barriers to me closing the account. She used several tactics and tried to coerce me not to close the account. After several minutes on the phone, I insisted that I wished the checking account to be closed immediately. " XXXX '' then said that I would be charged a fee for closing the account. I disputed that claim since the terms and conditions that I signed upon opening the account didn't contain that information. It seems that charging customers a fee for closing a checking account that has been in good standing, without any derogatory marks or transactions, would be an illegal act. At the time I asked to close the account, the available account balance was {$50.00} ( fXXXX dollars ). Several days later, I received a check from KeyBank for the remaining funds in that checking account : {$25.00}. Therefore, KeyBank kept 50 % of my initial deposit as an arbitrary fee ( and as a way to punish the consumer ) for closing the account. Please assist me in recovering the {$25.00} I'm still owed by KeyBank. Thank you.
Company Response:
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2019-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX there was a transfer from KEYBANK to KEYBANK account. I erroneously was charged a {$34.00} overdraft fee when there was no overdraft. My balance was XXXX. Overdraft charge of {$34.00} made my account $ XXXX. On XX/XX/XXXX at XXXX I made deposit into account via ATM AT a branch in XXXX NY , which was {$44.00} to bring account to {$10.00} while I disputed the gauging Overdraft. I didnt want to have it negative. The deposit did not register I notified branch personnel on site they told me to call 800 and dispute it. I did call and dispute it. On XX/XX/XXXX, KEYBANK charge my account a 'recurring overdraft charge ' of {$28.00} while ignoring my complaint and not repairing error that occured on XX/XX/XXXX and at ATM on XX/XX/XXXX XXXX
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A