Date Received: 2019-01-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied in XX/XX/XXXX with Key Bank. XX/XX/XXXX before XXXX I was emailed a note saying Denied. Credit is great..so is income, no credit problems. Denied because I put XXXX in key bank in XX/XX/XXXX to use for closing. Bank said denied due to assets ... even though I proved where the money came from ... weeks later still no deniel letter ... spent XXXX on XXXX on on inspection, and XXXX down payment ... which i lost.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-31
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Key Bank approved a fraudulent charge of {$140.00} on my Master Card ending in XXXX. I had ordered a teeth whitening product online from XXXX and paid {$8.00} up front on my MC with a guaranteed " TRY BEFORE YOU BUY '' trial period, which begins 10 days after I receive the product. I received the product on XX/XX/2018 but XXXX charged my CC {$140.00} on XX/XX/2018. Thus, they wrongfully charged my CC a full 6 days before my " TRY BEFORE YOU BUY '' trial period of 10 days had ended. I called XXXX XXXX on XX/XX/2018 when I noticed the {$140.00} charge to dispute it, but their representative told me they wouldn't reverse the charge. I asked to speak with their supervisor, but they told me their supervisor was not available. After I got off the phone with them, I called Key Bank 's Credit Card Dispute line and told them I'm disputing the charge. Key Bank mailed me the attached Dispute form letter on XX/XX/2018 asking me to respond back to them by XX/XX/2018. I mailed them my attached response letter on XX/XX/2018 disputing the {$140.00} charge ( see attached Certified Mail Receipt ). Key Bank then mailed me the attached letter on XX/XX/2018 stating that the {$140.00} charge was a valid charge, even though I told Key Bank that I tried to avoid the {$140.00} charge by calling XXXX to cancel within my 10 day guaranteed " TRY BEFORE YOU BUY '' trial period.
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2018-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: This complaint is stating that your bank has deliberately cut off several years of payment history to re-age my account. Even though the account is missing several years of payment history, the timeline as to when the account should be deleted, under the current late payment history is close, within a few months. Accordingly, I request your bank to do a full review of my payment history, and not delete any late payment history in the process. If there were any additional late payments not posted, then I am within my rights to have the trade line deleted permanently. I understand that your bank must comply with the rules and guidelines of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. There is currently no collection enforcement that can be accomplished due to the rules within my state of residence. If my husband is the responsible party on the account, and I was just an authorizer user, then I respectfully request the deletion of the trade line. There should be a definitive deletion date within the 7-year rule to this account. However, I believe that since your bank has cut off several years of payment history, there is a high level of probability that the account should have been deleted years ago. Please comply within the rules as well as your banks subscriber agreement with all three pertinent credit reporting agencies. PLEASE DELETE THIS ACCOUNT PERMANENTLY!!!
Company Response:
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a dispute on XX/XX/XXXX for a fraudulent charge to my debit card. Key has sent me no documents and I've literally spent countless hours attempting to reach their dispute department, unsuccessfully. I have been blocked on multiple occasions from reaching this department and asking the direct questions I need answers to, asked by the police department. The XXXX police department has now also filed theft charges against me per the person committing fraud against me, XXXX XXXX request. She has been threatening me and harassing me by phone the entire month. You have done nothing to stop this or protect me. I've reported every incident to you. You have failed to document any of it. Key has failed to act on my behalf to protect me in the slightest, and document the FALSE CRIMINAL CHARGES ALLOWED TO BE FILED AGAINST ME AS A RESULT. The XXXX police officer XXXX filed case XXXX against me with the DA 's office. XXXX PD number XXXX. I have been on hold today for almost two hours and the supervisor XXXX hung up in my face after taunting me in a belligerent manner for over 20 minutes. He refused to answer any direct questions and blamed the entire scenario on me, the victim, many times over now. I still have received no documentation regarding the dispute. The police asked me, and I still need answered, how much was charged to my card on XX/XX/XXXX? How did she wipe out my account to XXXX? What is the ACTUAL AMOUNT FRAUDULENTLY CHARGED TO MY ACCOUNT ON XX/XX/XXXX? I need to know the amount attempted. Not ACTUAL AMOUNT, BECAUSE OBVIOUSLY I KNOW THAT AMOUNT. WHAT WAS THE ACTUAL CHARGE ON XX/XX/XXXX? If it was ACTUALLY XXXX, Why did she know the exact amount left in mt account and take it without authorization?
Company Response:
State: CA
Zip: 96007
Submitted Via: Web
Date Sent: 2018-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Key Bank Mortgage Loan Servicing XXXX XXXX XXXX, XXXX Ohio Summary : The mortgage payment is due on the first of the month but must be received by the XX/XX/XXXX of the month. I have submitted every mortgage payment in a timely manner. I submit all payments by electronic check. Keybank receives the checks 4-6 days after the check is sent. By the XX/XX/XXXX or the XX/XX/XXXX of the month as documented by the bank I send the electronic checks from. Keybank is taking 10-14 days to process the check once received by them. They are then charging a late fee. I have called them. They said that is not possible to take that long to process a check. I sent the proof to them. They did not respond. This is now the second time this has happened. The check was received XX/XX/XXXX. Key Bank then issues a late fee. When I spoke with them, they said, " why don't you just do " Auto-Pay ''
Company Response:
State: NY
Zip: 14051
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: Bought something off someone and paid through XXXX. The product never arrived. {$120.00} purchase.
Company Response:
State: OH
Zip: 44077
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I stayed at a bed and breakfast for 7 nights. Owing XXXX, XXXX dollars a night. The owner allowed me to stay, with the promise to pay after I was paid on XX/XX/XXXX. She offered me no copies of anything to support her claim. She photocopied my driver 's license and debit card, which is how she made the fraudulent charges. She demanded cash, at that point, which I withdrew on XX/XX/XXXX, in two transactions at two different XXXX stores, for the owed money. Then, without written consent, or any sort of notification, she also wiped out my entire checking account. Key promised I would have my money back in my account in no less than 48 business hours. I can not reach a supervisor by phone. I can not pay my credit card bill, nor phone bill either this month. Key has done absolutely nothing to get me a replacement card, expeditiously, nor, most concerning credit the fraudulent charge. The owner keeps blowing up my phone and threatening me and demanding for more than she is owed. She has promised to charge my card again for the ficticious amount owed. Key has been cavalier with the concerning issue and done absolutely nothing to repair the damages and losses I've incurred, middle of a move and during the XXXX holiday, they have stood by and done absolutely nothing. Key keeps me on hold for 20-30 minutes at a time and no help has been offered, I'm never allowed to speak to a supervisor. They now claim I will be credited in 10 days. There is zero urgency from them regarding the theft of my money. Key has a long history with me of not responding to ANY of my cfpb complaints, nor ever offering any sort of follow up, nor especially resolution. I'm sure this one will be no different.
Company Response:
State: CA
Zip: 96007
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In Key Banks rebuttal, they state that they understand the importance of our clients financial wellness and that they are committed to providing excellent service. Key Bank has not demonstrated any of the above ethical behaviors. XX/XX/2018 Key Bank placed a {>= $1,000,000} hold on my account. I had my personal banker email the internal Key Bank employee who had placed the hold requesting the reason such an astronomical amount had been place on my account. Within one minute of the email being sent, the {>= $1,000,000} hold was lifted. No explanation. XX/XX/2018 another {>= $1,000,000} hold was placed on my account. I was directed to Key Banks legal counsel, XXXX XXXX, to obtain the reasoning such another such astronomical hold was placed on my account. Mr. XXXX, Key Banks legal counsel, refused to discuss anything with me in regard to the {>= $1,000,000} hold. This is both highly unprofessional and unethical. After 8 days of having a {>= $1,000,000} hold on my account, on XX/XX/2018 the hold was reduced to {$10000.00}. Again, no explanation for the reduction was given to me by either Key Bank or Mr. XXXX. XX/XX/2018 Key Bank/Mr. XXXX and I were to attend Mediation. However, Mr. XXXX, on behalf of Key Bank, filed a Motion vacating Mediation prior to the Mediation that morning, again avoiding answering the questions regarding the two {>= $1,000,000} holds which were placed on my account. XX/XX/2018 Key Bank closed my account, taking my {$2000.00} funds without any explanation or reasoning. Key Bank has not acted in accordance with their Mission Statement, which is copied below from their Core Value portion of their website. Client Focus Our clients and their financial wellness are the focus of our work. Our decisions are centered around delivering ease, value and expertise to our clients and doing what is best for the communities we serve. We all work together to create a positive impact on individuals and businesses where we work and live. Not once has Key Bank demonstrated that my financial wellness was the focus of their work. I am asking Key Bank to show how their actions with regards to the {>= $1,000,000} provided me with ease, value and expertise to me as a Key Bank client. How did Mr. XXXX not know of the Judgment in Case XXXX on XX/XX/2018 which resulted in a lawsuit against Key Bank ( Case XXXX )? Mr. XXXX law firm claims it was served with lawsuit XXXX on XX/XX/2018, however, XXXX XXXX XXXX has no record of any such filing. How is this possible? Key Banks representative, XXXX ( XXXX ) reached out to me via phone XX/XX/18 at XXXX XXXX. I returned her voice message only to be told XXXX was not available and could not discuss anything with me. XX/XX/XXXX at XXXX XXXX I again called Key Bank and XXXX told me that a Regulatory Agent would be in touch with me. XX/XX/XXXX, I again called Key Bank at XXXX XXXX. I was told XXXX XXXX was the Regulatory Agent assigned to my case. However, XXXX was not available. I asked for her voice mail box and was put on hold for 5 minutes. I was then disconnected. XX/XX/XXXX, I again called to speak with XXXX and was told she would contact me at the appropriate time. I would like Key Bank to explain how their above outlined actions align with their Mission Statement and Core Values. Key Banks unethical actions and lack of concern for my financial well-being has caused me tremendous mental anguish and distress. Key Bank is not a financial institution who places their clients financial wellness as a priority. Key Bank did not provide me with excellent service. Instead, Key Bank refused to communicate with me and avoided answering why a {>= $1,000,000} hold was placed on my Key account twice. Key Bank essentially placed 2 {$990000.00} liens on my account without any verbal or written explanation. Since XX/XX/2018 I have been emotionally and physically distressed about the unethical actions of Key Bank. For 116 days Key Bank has demonstrated the most unethical financial actions and has clearly not had my financial wellness at their concern. I am requesting that the XXXX hold Key Bank accountable to addressing my concerns about the {>= $1,000,000} liens which were place on my account. Why were these liens placed? I am still waiting for Key Bank to respond to my anguish and emotional distress they caused by placing two {>= $1,000,000} liens. On XX/XX/2018, XXXX XXXX told the XXXX in writing that they would respond to my concerns with quality and integrity. To date Key Bank/XXXX XXXX has not followed through on this promise. Another example of Key Banks inability to act in an ethical manner as a financial institution. I await Key Banks responses to clarify their actions against me since XX/XX/2018.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello, Below is an email that I had sent to the VP of Key Bank on XX/XX/18 after getting the run around from the Loan Officer and her supervisor, XXXX XXXX. Our loan closed onXX/XX/2018 but we didn't know for sure if the loan was going to close on that day or not. Below is some of the issues that we had through the process. We do not recall getting the Closing Disclosure on the HELOC 3 days prior to closing and when we did see the interest rate, XXXX and myself were both in shock at the interest rate as it was above 7 %. At the time we saw it, it was too late to not sign the document as we would not have a home so we felt forced to sign the documents. Please see the below email to the Vice President below sent on XX/XX/XXXX and to this day we do not have any resolution to our concerns. Hello Mr. XXXX, I would like to voice my concerns and issues with our mortgage process with you since XXXX XXXX has not returned my phone call from a week ago. There were many issues that arose throughout the process such as having to send documents multiple times and communication not up to parr ; however, these are normal issues that are with every lender or bank institution. Our negative experience was more than just that. Our loan officer was not well educated in your products or the condition requirements. We began the process back in XXXX and our settlement date was on XX/XX/XXXX and Key Bank was still not prepared for the closing with that amount of time. We opted to utilize Key Banks 80/10/10 product to help with freeing up some assets to purchase things for the new home. From our very first conversation with our loan officer, she stated this product was great because the rate would be the same on both the primary and the equity line of credit, also stated the sale of my home was not a contingency, and there would be no issue with closing the loan in NJ where the subject property is located. NONE of this was true. Over 2 months in processing and there was issue after issue that arose. At one point, our loan officer had asked me to give her my buyers assets to make sure he had the money to purchase my home. There are 2 things wrong with this request : one - you only need the agreement of sale and the closing disclosure normally, but this should not be an issue if there is not a contingency. Two, you do not have the right to ask for this documentation since my buyer does not have an affiliation with your bank. This is only one example of many issues that arose. About a week prior to closing, we were told that the closing could not take place at the title company that we chose due to the HELOC having to close in Pennsylvania and the primary loan and the HELOC were required to close on the same day. The sellers, the title company and myself have never heard of this before. About a week prior to closing, I get a phone call from my title agent stating I needed to produce the CD from the sale of my departing property and this still baffles me to this day since we were not contingent on the sale of my property. Lets go to the day of closing. We sat down at XXXX for the closing at one of the Key Bank branches in XXXX XXXX XXXX and waited for the documents to come over from your closing department for the primary. This did go pretty smooth but did take some time for the documents to come over. Then, we sat there for another 2 1/2 hours and didnt know if we were going to close on the HELOC. Your closing department delayed the documents from being sent until about XXXX - XXXX. This was very stressful as the moving company was waiting at our new home with the delivery of our furniture and they were texting over and over asking when it will be done. I had no answer for them. This was a complete disaster. By this time, we missed the wire cutoff so the loan was not going to fund that day. The reason we had to close in Pennsylvania in the first place was due to both loans having to fund the same day. Your inter departments do not communicate with each other. So, a little after XXXX the bank branch was looking to close the doors for the evening but the title agent still didnt have the closing documents and we didnt think we would be given the keys as now this has become a dry closing. They finally send them to the title agent and they were printed out. When we were signing the documents, the interest rate on the HELOC was not the same as the primary loan as we were told. ( We never saw the preliminary documents prior to closing and thought the rate was the same as the primary as we were told many times ). It was over 2 % greater than the primary. My girlfriend had noticed the rate was different but we had no choice but to sign the document or we would not have a home to move to if we did not sign them. We feel like we were bait and switched at the end and we had no other option but to sign your closing documents. Since I knew the title agent, she did allow us to have the keys to the home after we signed the documents. We leave the closing and go to the new home where the movers were still waiting for us and they move our furniture into the home. However, due to Key Banks delay in the closing, the moving company charged us an additional {$330.00}. Then, the day after closing, I had to take an additional {$950.00} ( roughly - I have the receipt ) to the title company due to the HELOC numbers being wrong the day before. We had so many issues through out the process of this mortgage process and I will attach my real estate agents email speaking about her perspective and thoughts of the process as well. We have requested the additional costs we incurred from the moving company and have not received an answer over 2 months later. This is not acceptable and I hope your mortgage team does not treat all your customers the way we have been treated. Having a member of your staff, XXXX XXXX, not respond or call me back to review my situation is also not acceptable. I hope that you will not ignore our situation and help in resolving the matter by reimbursing the additional costs associated with Key Banks delay. I feel this situation needs to be reported to the CFPB so other prospective buyers are aware of this situation with the hope they make the right choice when deciding to use your institution for their financial needs. XXXX XXXX Cell Phone ( XXXX ) XXXX XXXX XXXX Cell Phone ( XXXX ) XXXX Property : XXXX XXXX XXXX XXXX XXXXXXXX XXXX NJ XXXX
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: There was inquires from Key bank NA on XX/XX/2017 on my credit that I never authorized. I do not know these people and have never been in contact with them. Tried reaching out but got no help
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2018-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A