Date Received: 2019-02-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My identity was stolen and I have many fraud disputes. I turned in all the transactions in question. XXXX XXXX of the claims were not covered. The bank accused me of changing my story. When I filed these complaints I didnt know, now an X friend, a friend was taking my card at night and using it. I have lost thousands of dollars. When I found this information out I gave the bank the name, address and phone number of the criminal. Later in the process I also found out my identity had been stolen. The bank didnt care and is still refusing to refund my money. They are telling me to get restitution against the criminal. I have been working with the police to prosecute these individuals. The bank has been supoenaed for all photos of the criminal and to this day has only provided videos totaling about 7 photos. I also went to the local branch, identified the same criminals, which I had already reported to the bank, and they refunded me 4 transactions but they never refunded any other transactions with these same criminals in the pictures. There are about 60 to 80 transactions involved. The bank has also claimed in writing that I authorized these transactions. Why would I be willing to prosecuting these individuals if I authorized these transactions? The bank has continually called me a liar. My case got more details as I investigated things more so I continually updated the bank. I told them about my identity theft and later they said I never reported that. I never lied to them they just dont want to return what is mine. One day there was about 8 transactions totaling over {$1500.00} and they said that I changed my story and I authorized these transactions and they are dead wrong. I only added information as I found it out. This bank is treating me like the criminal instead of the real criminals. The bank also told me I had to file a police report. How can a bank require that? They also closed three past accounts already so I have no access to these claims.
Company Response:
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I closed on a new mortgage on XX/XX/XXXX. Our first payment is not yet do, It is due XX/XX/XXXX. We have made several accelerated payments to this loan And they have not been allocated correctly. Two payments were made towards principle prior to the first payment being due. Neither of these payments were allocated towards principle and after several dozen calls to KeyBank and various departments they can not rectify their mistake. They are aware of it and agree with my read on the situation. The first payment was allocated correctly after nearly a week but the per diem interest has not been retroactively credited. This payment was made on XX/XX/XXXX. The second payment made on XX/XX/XXXX has yet to be allocated correctly and the Per diem interest has not been credited either. This has gone on for nearly 6 weeks now. I have been told several times this would be fixed within 24 to 48 hours and no records available to me show that anything has been done. This will most likely be satisfied in court. Further, and the biggest problem, is that these malicious or negligent misallocations are a systemwide problem affecting many KeyBank customers making accelerated payments.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2019-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: We had been using Keybank since our XXXX started XX/XX/2018. We had for convenience created a relationship with XXXX on our website. We had our first big event XX/XX/2018. We used XXXX " swipe '' for our evening of food, entertainment, auction, and raffle. The next day when we attempted to access our funds we were met with " unusual activity account is locked ''. As you can imagine we were shocked and amazed that our funds we needed for entertainment, vendors etc. was being held. We had never had funds held by XXXX before. I immediately contacted Keybank to inform them of the problem and they proceeded to charge us over {$800.00} in overdraft fees. The problem was not solved for 2 weeks and Keybank continued to charge us over and over again overdraft fees. We complained to the manager, he said he spoke to his higher-ups ... nothing was resolved and they did not reverse the funds taken. We are now complaining to the Executive Team of Keybank in XXXX Ohio. We made a complaint with the Attorney General of Washington they did get to XXXX for us. XXXX continues to state they did everything right. We are stuck between two giants and we are a small XXXX. We believe that we had no negligence and no fault on our behalf. We do not understand how a bank can justify benefiting from a customers unfortunate circumstance. We would like you to approach Keybank with this problem on behalf of XXXX XXXX XXXX XXXX XXXX. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX/XXXX XXXX XXXX
Company Response:
State: WA
Zip: 98146
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I responded to promotion in which if you have a Key Bank Credit Card and you open a Savings Account {$200.00} will be added to your account. I entered promo code and opened account as stated and the {$200.00} was never added to my account. Not sure of promo code but it was on or about XX/XX/2018 that I responded to PROMO. Ive repeatedly reached out to company with no response They did respond to my last email, 'XXXX XXXX stated that the case had been submitted to the Executive Offices that was on XX/XX/XXXX. Have heard nothing since then.
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Discriminatory and predatory lending practices. Issues with proof of income were compounded and delayed by lack of follow up on part of mortgage officer. Documents requested by XXXX were not reviewed for accuracy before being submitted to underwriting. No follow up on part of XXXX anytime borrower called or texted XXXX claimed to be busy with something and unavailable to talk. Loan closing disclosures not providing accurate information despite multiple requests from customer for corrected information. No response from management regarding customer complaints submitted via phone and email. Mortgage officer indicated that he was made aware of customer complaints. Customer believes that mortgage officer intentionally delayed handling of mortgage documents and customer communication as retaliatory response to consumer complaints.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: fraud acc report my credit
Company Response:
State: GA
Zip: 30274
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My grandmother died in XXXX. I was to be named executor of her estate. I noticed that three checks were written on her account by my cousin, totaling {$8500.00}, while my grandmother was in XXXX. I reported this IMMEDIATELY to Key Bank, both to a personal banker, and to Key Bank Fraud. ( See attached phone call detail report showing 15 minute call to Key Bank Fraud on XX/XX/XXXX ). Nobody at Key Bank would help me at all, until the estate was opened. This took several months to accomplish. I live in XXXX XXXX, MO, and the bank is in Ohio. I was then told, by Key Bank, that since it took over 90 days to open the fraud case, that I am not able to recover any of this {$8500.00}.
Company Response:
State: MO
Zip: 64086
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I NEVER APPLIED FOR XXXX THIS IS NOT MINE XXXX/XXXX # XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX , MN XXXX ( XXXX ) XXXX Date Opened : XX/XX/XXXX Responsibility : Individual Account Account Type : Revolving Account Loan Type : CHARGE ACCOUNT Date Updated : XX/XX/XXXX Payment Received : {$0.00} Pay Status : Current ; Paid or Paying as Agreed Terms : Paid Monthly Date Closed : XX/XX/XXXX High Balance : High balance of {$0.00} from XX/XX/XXXX to XX/XX/XXXX Credit Limit : Credit limit of {$300.00} from XX/XX/XXXX to XX/XX/XXXX Remarks : CLOSED XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Balance {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} Amount Paid {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} Past Due {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} Rating OK OK OK OK OK OK OK OK OK OK XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX ( XXXX ) XXXX Placed for collection : XX/XX/XXXX Responsibility : Individual Account Account Type : Open Account Loan Type : COLLECTION AGENCY/ATTORNEY Balance : {$1000.00} Date Updated : XX/XX/XXXX Original Amount : {$1000.00} Original Creditor : XXXXXXXX XXXX XXXX ( Medical/Health Care ) Past Due : > $ XXXX Pay Status : >In Collection< Remarks : >PLACED FOR COLLECTION< Estimated month and year that this item will be removed : XX/XX/XXXX I HAVE XXXX XXXX XXXX XXXX THAT WILL TAKE CARE OF THIS XXXX XXXX XXXX NUMBER SHOULD PAY THIS ACTIVE
Company Response:
State: OR
Zip: 97220
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Monday, XX/XX/2019 at XXXX, I made a {$640.00} cash deposit in the Key Bank ATM machine at the local XXXX branch and the machine malfunctioned. My card was not returned nor was the {$640.00} cash I tried to deposit. All I received was a receipt stating " Cash Rollback Receipt : WE ARE UNABLE TO PROCESS SOME OF THESE ITEMS. THESE MAY NOT HAVE BEEN ABLE TO BE RETURNED '' and to contact the branch for assistance. I was not able to go inside the KeyBank branch as it was a holiday and they were closed so I went into the branch Tuesday, XX/XX/2019 to talk to a branch manager. I was told by the manager to give it 2-6 days for them to investigate and we should receive the money back into my account. And to be patient because we were not the only customers the ATM has done this to and that it has occurred multiple times. After the sixth day, I reached out the manager again, I am told that the matter will be escalated and it actually will take 6-10 business days. I still have not receive my {$640.00} and I am not told that it is out of the managers control and that corporate is handling it.
Company Response:
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: We have had an account with Keybank and the previous bank they purchased, XXXX XXXX for about 38 years now. In XX/XX/XXXX we were offered as part of our account with Keybank a FREE safety deposit box. On XX/XX/XXXX we received a letter stating that our checking account was debited for {$160.00} for our safety deposit box # XXXX being delinquent. On XX/XX/XXXX I called the XXXX number on the letter and with the second representative ( XXXX ) I dealt with and was told this was a bank branch issue and I had to contact the branch. I contacted the branch on XX/XX/XXXX and on XX/XX/XXXX the branch manager XXXX XXXX called and explained to me that the account had changed because in XXXX I had raised concerns about service charges and that we were notified of the account change. I honestly do not remember a service charge issue but I can state emphatically that we were NEVER notified of a change resulting in our FREE safety deposit box becoming a safety deposit box with a charge. If I had known we were going to be charged I would have either paid it on time, or closed it. XXXX XXXX stated we were notified but I must state again we were not. In fact Keybank can and does find me when they want to send offers of checks to use and charge to our credit card and that in fact is the ONLY mailings I have received from Keybank until the letter of XX/XX/XXXX. I was also told that although he was not passing the buck I should call the XXXX # which as stated we already had called and I told him so. On XX/XX/XXXX XXXX XXXX called me back and stated that {$69.00} of the {$160.00} debited to our account was credited back. When I asked why just {$69.00} I was told it was better than the zero we were going to receive prior to his negotiating on our behalf. On XX/XX/XXXX I completed a survey sent by Keybank via email and wrote of my concerns over this issue and as of XX/XX/XXXX have had no response. On XX/XX/XXXX I cleaned out our safety deposit box and introduced myself to XXXX XXXX. I thanked him for his efforts but told him I felt we should have all of our money credited back to our account and that I was in fact moving forward to lodge this complaint. He just shrugged his shoulders.
Company Response:
State: ME
Zip: 048XX
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A