Date Received: 2018-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my key bank statement inXX/XX/XXXX, i was billed a past due amount of XXXX. i called the bank asked what it was.They stated after searching for a long period of time it must be a legal fee from years past. they were unsure what it was.I paid the XXXX the bank received the money on XX/XX/XXXX.the bank stated they would take it off and mark as paid. i received my may statement the same past due amount of XXXX was on my statement.i called spoke to a manager they stated it would be taken care of. I received my XXXX statement the same XXXX was still showing as a past due amount.i called and was promised it was taken care of. i received my XXXX statement the same past due amount of XXXX was there this time there was a XXXX for fees and charges. i called bank yet again could not really explain the XXXX dollars some type of monitoring charge i should not have been charged promised yet again that the XXXX and the XXXX would be taken care of. i received my XXXX statement it showed that i have a past unpaid amount of XXXX this time when i called i asked for for an audit of my account dating back to XXXX XXXX of XX/XX/XXXX.i did not see the unpaid amounts on the audit they sent me this has gone on for five months with me calling every month.i have have numerous of other issues with key bank on this mortgage this is just the latest. this past XX/XX/XXXX i sent in payment from a different account the bank stated they could not read the account number so did not apply it to my mortgage making that month payment over due.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: The phone number provided on my statements from Key Bank are not accurate. I have to call every month to make my payments, and the number provided of XXXX is not a valid phone to reach them. When I call that number it says that this number is no longer in service and I am provided another number to call. I call that number, I have to provide my information and then I am transferred to another party where I am again asked the same information. I have provided them images of the incorrect statements and the number still remains to be incorrect on the monthly statements. This makes it extremely difficult to pay my loans in a timely fashion if the information being provided by the company to make payments is inaccurate.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Police case number XXXX Officer cop XXXX I was a victim my debit card was stolen, I reviced calls from this officer asking did I know the people that used my debit card on certain dates and I explain to him that I was there on military reason didnt know anybody there. I paid for an police report they sent my money back because my actual name wasnt on it but it was my account.
Company Response:
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX. Our accounts were levied by the IRS. It was supposed to held for 21 days per the IRS Code and the letters that Key Bank was served. We resolved the issue on the XXXX and they sent Key Bank the release. We called on the XXXX to see when we can expect the funds to be redeposited from the hold. At that time. They told us that the funds were gone. That they sent them to the IRS already. It was a mistake. Nobody knows where our funds are and nobody knows when we are getting them back. This is roughly 20k. Would love assistance. Thank you.
Company Response:
State: OH
Zip: 44011
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Wrote a billpay check for XXXX dollars. They are refusing to credit me expeditiously for a lost payment they didn't deliver.
Company Response:
State: WA
Zip: 98177
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently applied to increase the limit of our exisiting HELOC at KeyBank. This was denied, but I was told the decision would be reconsidered if I transferred ( rolledover ) my IRA to XXXX XXXX XXXX Is it legal for them to do this?
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Key Bank Perpetuating a Fraud. On XX/XX/XXXX, I wrote two checks to pay for a title search to obtain a mortgage from what I thought was XXXX XXXX XXXX, under the name of XXXX XXXX XXXX, which I had found was bought out by XXXX XXXX XXXX. As it turned out, this was a loan scam, and the person who cashed the checks was not a mortgage loan officer or worked for any bank. He was able to cash the two checks made out to XXXX XXXX XXXX with a fake stamp and a fake signature through Key Bank, which has stonewalled me with regards to my claim, stating that only my bank has the right to put in the claim. XXXX XXXX which is my bank has reviewed the checks and the agents from the Fraud Department at XXXX have determined that the signature is fake because this should have gone in as a deposit into the Key Bank account holder 's account, which by the stamps on the back was not put through as a deposit. At the time as I saw the checks being cashed out, there was only supposed to be one check for the amount of {$1700.00} and two checks were cashed as seen from my online bank account. The checks were written on XX/XX/XXXX and the money was withdrawn from my account on XX/XX/XXXX. I immediately contacted my Bank which is XXXX XXXX, and told them to put a stop payment on both checks on XX/XX/XXXX. XXXX XXXX refused. I then put in a Fraud Claim, which was initially denied, by XXXX XXXX as I wrote the checks. The agent at XXXX XXXX never told me that both my signature and the person who cashed the check 's signatures must be valid and not forged. The person who cashed these checks was not the intended recipient and therefore forged their name onto the checks to commit mortgage fraud. I found that there is evidence Key Bank, has been perpetuating a Fraud even before I became a victim. The State of Washington has issued a Fraud Alert, which I am attaching to this complaint. Key Bank as denied my claim with the reference number XXXX, even though they have been provided an affidavit of fraud. Furthermore, they had refused to disclose the person, whose account this was cashed against. Since the payments were mailed, this is also mail fraud and XXXX XXXX XXXX stated that they were a direct mortgage lender, who refinance the original mortgage on behalf of my brother and myself at the mortgage rate of 2.99 percent and lower the payments from XXXX a month to XXXX. I already provided a notarized affidavit of forgery, which I signed and is attached to this complaint. Key bank is now refusing to refund the checks mentioned above, on the grounds that they need an affidavit of forgery from XXXX XXXX XXXX, is a fake company and signed with fake signatures. Therefore Key Bank is perpetuating a Fraud, by not disclosing the person who cashed the checks, knowing that they are liable for the damages or possibly closing that account knowing that it is being used to perpetuate a fraud. The bank is also refusing to disclose any information, as to who cashed the checks and therefore are perpetuating this fraud. Thank you for your time and assistance.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2018 an auto debit came out of my account. On the same day before end of business I submitted a deposit to keep from overdrawing. ( I am supposed to have overdraft protection ). I noticed that on the XX/XX/XXXXI still received a overdraft charge ... ... In the past the bank charged me fees that I had resolved and I had to submit screen shots of how they post charges ... ... I requested for the fee to be waived so I can close the account. They would not allow it. Though I satisfied the overdraft before the transaction posted. They told me that if I satisfied the charge before by today end of business that I would be able to close the account. But when I tried I looked in on my account and they had charged me another fee ... my account was overdrawn by {$2.00} then for XXXX then XXXX. I requested a fee reversal for the new fee and they refused .... all of the issues that I have associated with this account have all come mis information from the staff and supervisors at this bank. But they keep trying to roll me in overdraft fees so that I can keep paying them. Im quite sick of it. I just want the account zerod out and closed.
Company Response:
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XX/XX/XXXX, Key Bank 's website was down when i tried multiple times to make my payment ( {$620.00} ). I spoke with a customer service representative about it and they told me they would " bullseye '' the 30+ days past due on my credit report. It is nowXX/XX/XXXX and it is still reporting 30+. I have spoken to multiple people at Key Bank as well as sent SIX credit dispute letters/emails. Key Bank has not acknowledged ANY of my correspondence. If you look at my payment history, you will see I have never been late in the ten years since I opened the account. Please help!!! I have attached the most recent correspondence sent to Key Bank. Best, XXXX
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2018-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-23
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: In XXXX, I financed a car purchase through Key Bank, XXXX XXXX XXXX XXXX, XXXX. I paid off the loan completely in XXXX. In XXXX, when I attempted to sell the car, I discovered that the Indiana Bureau of Motor Vehicles continued to show a lien on the vehicle held by Key Bank. Despite my repeated requests, Key Bank will not release the lien.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2018-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A