Date Received: 2018-11-02
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Over the past few days I've received {$230.00} in overdraft fees, even after depositing money, but because of the way checks and my paycheck were posted I received even more including on a XXXX cent withdrawal. I did the math beforehand and at this point I should have around {$200.00} in my checking account with deposits, but now I have - {$70.00}. There is no way I can continue to pay bills, if I keep getting slapped with these fees on top of fees. I will never get caught up.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have been a personal and business customer of Key Bank for over 7 years. In XX/XX/XXXX, my business account became overdrawn. I was unaware of this because in the past, I have received a phone call from Key Bank to alert me of the problem with my personal account if it became overdrawn and it was a quick fix to transfer funds from my other account to bring it current. I received no communication from Key Bank other than a monthly statement. In addition, I had the understanding that my business account would never be overdrawn as when I opened the account I specifically requested that no overdraft protection was applied to that account so I could never be overdrawn with it. Because of that understanding, based on my records, I had a tiny amount in the business account to keep it open. At the end of XXXX, Key Bank paid 2 charges that brought my account negative by {$120.00}. If I had received a phone call or even a letter alerting me of this, I would have been able to transfer money from my personal account to bring it current. Again, I had the understanding that if charges were assessed against the business account and there were no funds to cover, the charges would be denied. When I questioned the Branch Manager why I was not called, he told me its branch prerogative whether or not they call the customer to alert them. When I questioned why the charges were paid when I purposely did not have overdraft protection on that account, the Branch Manager told me that they have never offered the option to opt out of overdraft protection. Key Bank closed my account on XX/XX/XXXX. Without notifying me, they sent the account to collections for the {$120.00} in charges as well as {$110.00} in overdraft fees for a total of {$240.00} and on XX/XX/XXXX, I received a letter from the collection company which was my first notification that there was a problem. On XX/XX/XXXX, I went into the branch to see what happened. When I swiped my business debit card, it somehow was attached to and accessing the companys account that I had previously owned and had sold in XXXX creating what I would understand as a data breach. No notice has been sent to the current owner that this occurred. I have requested multiple times to be provided documentation in writing that I am in no way attached to my previous companys operating account and have not received it. When I expressed my willingness to pay the charges that were assessed against my business account but not the overdraft fees, the branch manager told me there was nothing they could do and I would need to contact the collection company to pay the full amount. When I asked the branch manager to recall the account from the collection company, he said that he could not do that so I contacted the collection company. At that time, I was informed that Key Bank had recalled the charges and I would need to discuss it with them. The collection company gave me the number of Key Banks collection department after I told them the story. When I contacted Key Banks collection department, I was informed that the account had been recalled and referred to a completely different collection company. All of this occurred in less than 20 days. I feel that I have been lied to at least twice. Once when I opened my account and requested no overdraft protection. I was told at the time that they could meet that request. Now Im told that I never had that option. Of course the manager that I originally opened the account with is no longer with the company. The second lie was when I requested that Key Bank recall the charges from the collection company and was told they could not. They did in fact recall the charges from the first collection company only to re assign it to the second collection company and force me to chase the location of the account down. I would be more understanding of the need to close my business account due to overdrafts if I did not have another account open with Key Bank and had not been a long time customer. They made no attempt to call, email or mail me notice that they were turning the account into collections. At this time, they have expressed no willingness to work with me on this and have created a serious problem for my small business.
Company Response:
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Purchased a boat in XXXX Filed Bankruptcy in XXXX Paid off loan through bankruptcy in XXXX received credit balance check on XX/XX/XXXX Bank will not send title
Company Response:
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Over the course of 4 outgoing phone calls to KeyBanks Customer Service Line totaling 178 minutes I was still unsuccessful in getting the " other charges '' waived when attempting to pay-off my loan. My issue I have is when my home went into a foreclosure status in the first 4 months of the loan I paid roughly XXXX to bring it current and I am left wondering why I didn't pay those attorneys fee 's at that time. Now I am getting charged randomly throughout the last 2.5 years for attorneys fees. Ironically I got the information to the actual attorney to get this problem resolved and he was someone I knew personally so I gave him a call. My main goal I would like to argue with KeyBank is why those fees weren't issued in the beginning when I brought my loan current and why was it such a hassle to get this information from them. Again I spent almost 3 hours of phones calls to get no where it seemed like and I am still left wondering why. These phone calls took place as follows. XX/XX/XXXX @ XXXX XXXX Outgoing Call to XXXX for 55 minutes I was transferred to collections which the lady explained to me as my account being current and almost immediately was going to transfer me back to CS before I stopped her explaining I had just spent 40 minutes with XXXX ( employee # XXXX ) in CS. XX/XX/XXXX @ XXXX XXXX Outgoing Call to XXXX for 26 minutes ( XXXX ) no success here. XX/XX/XXXX @ XXXX XXXX Outgoing Call to XXXX for 35 minutes XXXX ( employee # XXXX ) -> XXXX supervision XXXX ( customer service department ) no success here, but a phone call back with a voicemail with not enough information causing me to spend over an hour with the next CS Rep. I got down below. XX/XX/XXXX @ XXXX XXXX Outgoing Call to XXXX for 1 hour 2 minutes XXXX was finally able to provide the name of the attorney I have a huge problem with how many employees I had to speak to and how they had no clue of how things worked almost just shrugging their shoulders and saying I don't know, but I'm sorry this is happening.
Company Response:
State: UT
Zip: 84403
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My friend sent me XXXX dollars via XXXX. The funds are being held for three days. It is supposed to be available immediately. I'm stranded with no money and once again this terrible bank has caused me trouble.
Company Response:
State: CA
Zip: 96007
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have made payments to the bank ( KeyBank ) servicer XXXX XXXX XXXX ( XXXX ) and they are failing to properly credit my account ie. applying payments to federal loans only and not applying to my private loans. As a result they are incorrectly charging penalties, interest and ultimately reporting false information regarding late payments to the credit bureaus resulting in an unjustified low credit score when since XX/XX/2018 I have made multiple payments to them. I have my bank statements and the email confirmations from their systems regarding payments. I want them to review all of the payments made in XX/XX/2018 to determine where my money is going and to find out if they are properly crediting my account. They also need to remove the late payments and interest for all payments from XX/XX/2018 toXX/XX/2018. Further, I have mentioned to them that I am now unemployed as of XX/XX/2018and as of this writing they have failed to immediately provide me with proper documents ( why must they mail blank forms in 10 days vs. email?! ) in order to assist me with the restructuring of repayment of my private loans so that there is no default/further interest rate charges. They were able to assist with Federal loan deferment over the phone! They cause unnecessary delays when they can fax or email blank forms to me directly ... its ridiculous. Further, the right hand is not talking to the left. The bank contracts with its servicer to collect payments from me, yet they can not speak to them directly to find out if payments have been made or credited. I have to be subjected to unnecessary harassment by the collections department when my documentation clearly shows I am making multiple payments ... requiring me on a conference call is a clear delay tactic as they should be able to talk directly to the company they hire to collect funds from me.
Company Response:
State: NY
Zip: 11378
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I solicited the service of a company that advertised to provide an online trading platform for Stocks and Commodities. After using this merchant 's platform for well over a year it came to my attention that this merchant is not licensed to trade in these regulated financial markets and that the " trading '' platform I was using was a manipulated trading platform with no connection to any of the financial markets that the merchant had advertised to provide access. Furthermore because the merchant is not licensed and regulated means he can not provide a segregated trading account for trading, so, when my card was charged the money went directly into the merchants private bank account and not a segregated brokerage account. I requested my bank raise a chargeback for " Service not as described '' and my bank has refused to assist even though I have shown my bank on various occasions that my situation is explicit within MasterCard 's chargeback guidelines. The bank has informed me that because the charges are older than 120 days that they do not have chargeback rights. I told the bank that the service provide was ongoing and that I only cancelled my service on XX/XX/2018 and that according to MC the 120 begins from the last date of expected service. All of this is attached.
Company Response:
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Keybank pre-approved me for an {$80000.00} mortgage based on my income. Their broker made it sound like this was a done deal. They did not disclose all of the requirements at the beginning of the process. Then they began giving me the runaround on approval, in relation to requirements that, had they been disclosed in the beginning, would have deterred me from choosing this lender. This went on for several weeks, during which, instead of giving me all of the information, they doled out one new request at a time. This eventually ended with them insisting my husband had to cosign for the loan, and we had to start all over. Then they gave us both the runaround for a few more weeks, including demanding that we explain to them where Keybank 's own inquiries into my credit for the previous mortgage application that the bank abandoned came from. In the end, they denied the loan, leaving both my credit and my husband 's credit damaged by their multiple inquiries, the seller whose property we were planning to buy doubtful that we'll be able to make the purchase, and our landlord with renters who have no lease but can't move out. Upon putting us in this position, Keybank 's broker finally admitted to us that another option he had actively discouraged us from using, OHFA, would have been better for us all along, but he didn't want us using that option because it's not through Keybank and they wouldn't make any money from it. This lender acted dishonestly to prevent a potentially profitable client from getting better service elsewhere, and damaged our credit in the process.
Company Response:
State: OH
Zip: 45431
Submitted Via: Web
Date Sent: 2018-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My auto loan started in XXXX ... ..Key Bank has sent me forms to set-up auto-pay ... .I have filled out the forms and the first time they said they did not receive the void check to verify my numbers ... .yet I provided all routing and account # 's ... .So they charged me a late fee ... ..waiting for auto-pay to come out of my account which I provided ... ..did not happen again .... charged me a late fee ... .said it takes 2 months for it to process ... .paid 2nd payment with late fee ... ... sent paperwork out again, said my wife needs to sign letter because her name is also on the check ... .not for signature just on the address part ... .They want me to do paperwork ... again ... ..This is nothing but a scam to charge late fees!!!!
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is about Key Bank private loans and XXXX the servicer. I am a co-sign for a person 's loan. that person graduated from School about 11 years ago. I have not seen the person or talked to this person for 10 years now. This person has been paying the loan on time for 11 years and counting. I've asked for a co-signer release every year and got denied. I am trying to understand why is this such a hard thing to do for the loan servicers.
Company Response:
State: CA
Zip: 94566
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A