Date Received: 2019-03-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I made a purchase online to XXXX XXXX using my husband 's debit card. Within 5 minutes, I cancelled the transaction with XXXX XXXX. I received an email from XXXX XXXX advising the order was cancelled. I called Key Bank same day and was advised the hold for {$690.00} would be released on XX/XX/XXXX. This did not happen. I called Key Bank on XX/XX/XXXX and was advised the hold would be released on XXXX. This did not happen. I called Key Bank on XXXX and was told the hold would be released on XXXX. In addition, I was advised that I should go ahead and file a dispute if the hold was not released on XXXX. I went ahead and filed the dispute. The hold was not released on XXXX. I called Key Bank back again on XXXX. I spoke to a Supervisor XXXX, Employee # XXXX. She told me nothing could happen because it was a Sunday and to call back on Monday to the same customer service number. Then, I could be transferred to the dispute department to have the hold released. I called Key Bank on Monday XXXX XXXX. I spoke to a representative who told me the fastest way to get this hold released was to do a 3-way call with XXXX XXXX, Key Bank and myself. So I did a 3-way call. I spoke to a Supervisor XXXX and after over 1 hour, XXXX XXXX had provided all of the authorization information proving the transaction was cancelled on there end. I was told by Supervisor XXXX that he personally went in and released the hold. I looked at my account later on XXXX to notice the hold was not released. I called Key Bank again and spoke to Supervisor XXXX again. She told me there is nothing else she can do. I may have to wait up to 10 business days for this to be released. This is not acceptable. I demanded she contact the dispute department, as she had advised me on Sunday, to have the hold released. XXXX came back on the line to advise the hold will be released today XXXX or tomorrow XXXX. This is not acceptable. Key Bank has held on to my money for 5 days now. I then contact the Key Bank Consumer Relations Department and spoke to XXXX. She took my complaint and advised someone would contact me in 24-48 hours. So, now at XXXX EST on Monday, XX/XX/XXXX, I STILL do not have my {$690.00} put back in my account.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX of 2013 my husband and I went through a loan modification to restructure our debt. At the time we had 3 home equity lines of credit through Key Bank. All were included in the new loan. We have recently tried to secure a new home loan and discovered that not only are these account still listing balances when they should not be but are each listed in duplicate on our credit reports showing us as having {$160000.00} in collection accounts. We have attempted to contact Key Bank and have also disputed these accounts with the credit bureaus. Due to our disputes, XXXX has updated their reporting showing two of these accounts as " PAID IN FULL WAS A CHARGE-OFF '' and the third account was deleted entirely.
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2019-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I wrote a check that was presented electronically. On XX/XX/XXXX the same check was then presented as a paper check. I disputed the item on XX/XX/XXXX, but it was rejected. A few days later I called back and was told a manager would call me, but did not receive a call. I waited a few days later and called back in, but was unable to reach anyone. I attempted to resolve through online chat, but was told I'd have to call in. I then tried to call in and another dispute was processed. I asked to speak to a manager who said it was the wrong dispute. She transferred me to the branch who then processed the exact same dispute which was again rejected. I went into the branch and was assured that it would be resolved, but it has not. I have been assed {$180.00} in overdraft fees and there is still no resolution as of XX/XX/XXXX. I am told to expect a call on XX/XX/XXXX. Total loss is {$220.00} and no one is actually calling back as promised.
Company Response:
State: IN
Zip: 46219
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2018 a {$1.00} XXXX XXXX Trial for Funding Cost Me almost {$1000.00} overdraft fees {$650.00} paid for an appraisal that was to be Refunded. Then Key Bank Put My account in XXXX XXXX for {$100.00} plus Dollars. Then wrote me and said it was a mistake I have not gotten any of my money back to this day.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a checking account with KeyBank under promotion of {$300.00} cash offer with a condition that a direct deposit is made from an employer. Today, XX/XX/XXXX, I contacted KeyBank to check the status of the promotion after the direct deposit from my employer is made last Friday. They repeatedly say now they can't access promotions on their system. The call center rep keeps my call on hold for more than 45 mins, and does not transfer my call to her supervisor. By the time the call was transferred, I was informed that since the offer states they have until 90 days to push in the promotion, there's nothing they can do to act on it. We are talking about a bank that wouldn't hesitate to charge a fee a minute customer 's within fee charge schedule, but they would like to take their time when the situation is reversed.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2019, I had another confrontational and unproductive conversation with XXXX with the so called executive department. She has continued to discriminate against me, mispronounce my name, and repeatedly use the infuriating phrase, " I'm sorry you feel that way. '' In response to their gross, and continuous errors. She has continued to discriminate against me, based on my XXXX last name, intentionally misprounouncing it, belittling me, and refusing to assist me based on her clear XXXX, and bigoted views. She constantly brags about not having a manager, and she can do whatever she feels, repeated hang ups and provocations on her end, and her blatant and misguided intolerance. I had a simple debit card dispute which has turned into pure warfare, waged against me based on my last name, clearly, and XXXX status, which they know from viewing my account. XXXX has waged war against me, a simple banking customer, because of my didabled status and last name. I'm unfortunately very familiar with these bigoted attitudes, stemming from the XXXX area, as I've been a resident in this about one year ago. The rest of the country doesn't share and condone this type of bigotry. Why does Key Bank? Because, anyone left to their own devices, with no direct XXXX can and do say whatever they Please. No matter how XXXX, bigoted, intolerant and mostly, XXXX. As I have witnessed first hand in my unfortunate interavtions with XXXX.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: The bank took away my capability to earn points. I'm below a threshold of cashing in my points on my account for a gift card. I'm just shy of XXXX. The lowest amount I can use is XXXX. I do not have an option to cash in my remaining points.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Problem with customer service
Subissue:
Consumer Complaint: I went into the key bank in XXXX XXXX washington to cash a check then I was told there was a hold on my check, with they usually dont do since i never had a bad check or history of any bad checks since I started over a year ago with them. When I was told about the hold I asked to go elsewhere or work with another banker the banker then told me " I will not let them over ride my decision '' and continued to deposit my check anyway. Without permission and he continued to argue with me even after the other bankers said I usually get my checks cashed. I really do not tolarate discrimination of any kind and I feel as if he was being very rude and profiling me because I am young.
Company Response:
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2019 I deposited a check for {$2800.00} into my account via mobile deposit through Key Bank. I contacted Key Bank through their 800 number and was notified the deposit was being put on a 7 day hold and to find out more I had to contact the branch manager. I contacted the branch manager at Key Bank in XXXX, OR where I banked. She was not exactly sure why the hold was placed or what was taking place. The branch manager contacted Key Banks internal fraud department and got back to me after she figured out what was taking place. She notified me the check would be on a 7 day hold, reason was the bank didn't believe the check was good and that it was a fraud. She told me as of XX/XX/2019 the funds would be available and the holds would be removed. Come XX/XX/2019 the funds deposited into my account yet then key Bank froze my entire account. I got a letter from Key Bank in the mail that stated they had confidential information believing the check wouldn't be paid out yet the funds and the holds would be removed as of XX/XX/2019. As of XX/XX/2019 my account is still frozen the check cleared and the bank from which the check was withdrawn from verified the check to Key Bank and the law firm that sent me the check also verified to Key Bank the check was good.
Company Response:
State: NV
Zip: 89502
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX with the executive department refused to assist me, nor answer my questions regarding a fraudulent charge, almost three months ago. Key bank has not investigated the fraud, not shared pertinent information with me, so that I can defend myself legally, against false charges regarding this entire debacle. The person committing fraud, filed false police charges, Key bank said, " oh well, that's your problem and doesn't have anything to do with us. At all. '' Then XXXX copped a major attitude when I refused to allow her to berate and degrade me on the phone about my " many addresses '' and all sorts of outrageous things she felt entitled to inflict upon me. My address instability being the reason they have failed to do their jobs on a basic level, instead of mailing me requested documents that are needed for LEGAL PURPOSES, according to XXXX. Also, that she " would try '' to possibly get me the requested information pertaining to the fraudulent charge, which she clearly had no intention if doing. They have blatantly blocked me from vital information to my case, in particular, what was the ACTUAL AMOUNT of the fraudulent charge. They have been lying to me for almost three months now, that the person who victimized me somehow knew the exact amount in my account and only charged EXACTLY that. Well, that's impossible, and they refuse to answer the question law enforcement has asked me, WHAT WAS THE FRAUDULENT CHARGE AMOUNT? Not a good look.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A