Date Received: 2018-07-26
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I had several accounts with Keybank, Alaska starting back in, I believe, XX/XX/XXXX, and continuing until a few weeks ago, when there was only one account left with them, which was used exclusively by my XXXX XXXX XXXX son as a training bank account. Throughout this time, I also utilized their policy of allowing automatic transfers between 2 accounts to avoid monthly fees. ( If there were a certain amount of transfers into or out of the account each month, no monthly fees were assessed ). On XX/XX/XXXX, the balance was at {$32.00}, and after the first regularly scheduled {$25.00} auto transfer out, it fell to {$7.00}, which it had been on several occasions. For some reason, the {$25.00} auto transfer back into this account on XX/XX/XXXX ( same day of the month as all previous transfers ) did not happen. I asked Keybank why and they could not tell me. ( Checking the account that the transfer comes from every month indicated that there were adequate funds available on the XX/XX/XXXX for the transfer to occur. ) Consequently, they charged a {$12.00} maintenance fee. This threw the account into a negative {$4.00}. My auto transfers then resumed in XX/XX/XXXX for some reason, with a {$25.00} debit on XX/XX/XXXX, and a {$25.00} credit onXX/XX/XXXX. However, Keybank then assessed an overdraft charge of {$28.00} on XX/XX/XXXX, since as far as my balance was concerned, the auto transfers simply cancelled each other out and the account was still in a negative {$4.00}. They then charged another overdraft fee of {$28.00} as a recurring OD charge on XX/XX/XXXX. In total, they charged {$68.00} for a negative balance that was caused by their maintenance fee and the unexplained failure of a regularly scheduled auto transfer credit. I didn't know about any of this until I received a chargeoff letter from them saying the account has been closed and sent to collections. I called and talked to their collections rep and he said there was nothing he could do since the account was closed. He said I would have to talk to the local branch to see if they could reverse fees or help in any way. I went to the local branch in XXXX, Alaska the next day. They first told me I would have to call Collections. When I told the teller that Collections told me to come here, she brought in the branch manager. He said they could not do anything because the account had been charged off. He also started asking intimidating and irrelevant questions such as Why did you have this account anyway, since you were hardly using it?. And, why didn't you call us within 60 days after XX/XX/XXXX? In reading up a bit, my understanding of Regulation E and the intent behind the updated ruling by the Fed Reserve 2009-10 was to stop abuses and questionable tactics by banks to charge and piggyback excessive fees like these. I believe the Reserve specifically targeted multiple fees being assessed by banks for essentially one error, or in one month. Again, in this case, the negative balance developed because of their maintenance fee. Thank you for your help in this matter. P.S. Please note that in one of the attachments ( XXXX ), the note at the top, apparently for the teller, states that I did not consent to Standard Overdraft Services. I don't know if that applies to transfers, but it does seems to imply that Keybank did not have the right to automatically overdraft my account and then charge me OD fees.
Company Response:
State: AK
Zip: 996XX
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: I initiated a wire transfer to XXXX on XX/XX/2017 for XXXX Euros. The bank employee who filled out the form put down the wrong beneficiary for the funds but all the other information was correct ; account number, XXXX, etc. The funds never arrived and I called the bank repeatedly over the past 3 weeks. When the bank found out their mistake ( on XX/XX/XXXX ) they sent an amendment to the receiving bank. It never got there. I have now requested the funds be returned to me but have not gotten the funds back. I feel the bank has been completely irresponsible and possibly criminal in their inability to rectify their mistake. The wire confirmation is XXXX and the receiving bank is XXXX XXXX.
Company Response:
State: WA
Zip: 98199
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A fraudulent demand draft was authorized without my permission or knowledge and withdrawn from my Key Bank account on XX/XX/XXXX. I noticed and reported this fraud to the bank within the week. On XX/XX/XXXX I filed a police report and supplied this information to the bank. To this point, XX/XX/XXXX, I have received no further communication from the bank and the funds have not been returned to me, despite over three weeks having elapsed from the point when I supplied the requested police report. I have tried calling the fraud hotline to get an update on where my case stands but have not been able to outwait the hold time to speak to a person.
Company Response:
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have a student loan held by Key Bank which until recently has been serviced by XXXX XXXX. With the merger of XXXX XXXX and XXXX, management of my loan was released to XXXX XXXX. Within a month of the transition XXXX permanently raised my monthly payment without explanation or disclosure of the financial impact. I contacted XXXX for explanation of the change and full disclosure of adjusted terms of the loan. Customer service was only able to suggest that there had been an interest rate change which XXXX XXXX had for some reason chosen not to process which would now be applied by XXXX. No disclosure of the impact of this change, either monthly or in the life of the loan, was offered or provided. This is basic information. It is very clear that XXXX would prefer to raise rates without explanation and at their own discretion.
Company Response:
State: ID
Zip: 83706
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was contacted by my bank institution ( key bank ) and I was informed that there were some activity within my account and wanted know if I knew or authorized. I told them no I did not and do not have any transactions recently that I made. I was instructed to come in to my parent banking institution to sign some papers stating my knowledge of the inscident and let them know I did not make that transaction. I failed to remember my ID and I was denied seeing the gentlemen who I spoke with from my branch and therefore I missed the ending time for gettin the papers signed and my account was canceled with an alert on my name. I work full time on a some of 50-70hrs a week so Its a conflict with me being free to situate this issue. I also stated that and I took a day off work. Only to be rejected. I asked the clerk at my branch if it would be a problem to make the gentlemen aware that I was present in hopes he would understand my issue of my ID, so that I could be given a grace period to straighten this out. Again, I was not accepted. I went back a couple later to fill out the papers anyway just because. I was contacted by the gentlemen who instructed me to come in and he told me he couldnt do anything now that the account had been closed. I was given the info about this site by XXXX XXXX after an attempt to establish another account there. I was told theres a alert attached to my name. The issue was that an attempt to deposit a check for a some just under three thousand dollars on XX/XX/2018. Again I informed them that I had no knowledge of this activity. I cant recieve any of my work checks because of this. I have to support myself and family. Big hinder! Please help!!
Company Response:
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2018-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a mailer at my home from KeyBank offering {$400.00} bonus to open a checking account and deposit {$500.00}. I opened the account and deposited {$500.00} via Keybank 's website on XX/XX/XXXX, and I entered the offer code on my mailer at that time. I have not yet received my bonus. I called and emailed and was told that the offer code was not on my account, and I needed to visit a branch to get the offer code added to my account. I visited a branch ( XXXX XXXX XXXX XXXX, XXXX, PA XXXX ) on Friday XX/XX/XXXX and the banker added the information to my account. She told me she would call me in a few days with an update. She took a copy of the mailer and my driver 's license to make sure the name matched. She also said that some of the mailers require a direct deposit to satisfy the bonus, but she noted that mine did not. I still haven't heard from her. I followed up by online message to Keybank on Thursday XX/XX/XXXX to ask when will I receive my bonus. Under the terms of the offer, it was supposed to be within 90 days of account opening, so I should have received the bonus by XXXX. Also, If I had received the bonus then, I would not have been hit with an inactive account fee on XXXX, because the bonus would have counted as account activity. XXXX at KeyBank responded to my secure message on XX/XX/XXXX to say " I have reviewed your account at length and I am sorry to say that I do not see that the offer code was added to your account. Since the offer code was not on your account, you are not eligible for the offer. We are not able to add the code and make the offer available to you at this time, as the 60 day window to qualify for the offer has closed. I understand that this is not the answer you were looking for and I do apologize. It is important to know that our promotions do have strict guidelines that we must abide to. Please know that we are unable to make exceptions when qualifications for a promotion are not met, via email, chat or phone request. If you wish to see if an exception can be made on your account, it would be necessary to contact your local KeyBank branch for further assistance. '' This seems blatantly unfair. I received an offer in the mail, I complied with the terms of the offer, and now KeyBank is refusing to honor it, claiming that " you are not eligible fro the offer. '' It's not my fault if their website doesn't work. I wonder how many other consumers received mailers like me and are now having to fight to get the bonus they were promised. I have been paying monthly fees to have this checking account, which I never would have opened if not for this bonus offer.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter from Key Bank saying that my account will be closed because my account relationship poses excessive risk to the bank. I called them and asked what this letter means by my relationship posing excessive risk to the bank. The customer rep read off the exact same letter I received and said that's why. I was calling to get more explanation in regard to excessive risk of my relationship to the bank and they did not tell me more than what the letter says. I requested to speak to his supervisor to get more information because he was not being helpful for reading off the letter. The rep told me that he was the highest level I could speak to and get information about this letter. I strongly believe that Key Bank needs to tell me why my account will be closed and provide a thorough explanation. They can not treat customers however they want and they need to abide by certain rules and regulations. I don't know if they discriminate me or under what ground they decide to close my account. However, I deserve an explanation than just accepting the fact they arbitrarily closes my account.
Company Response:
State: WA
Zip: 98087
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was notified by KeyBank that my debit card had been compromised so they would be sending me a new one via mail. My old card would be de-activated by XX/XX/XXXX. I never received a new card in the mail, and my old card was de activated, leaving me unable to use it. I called KeyBank and they apologized and told me they'd send me one right away. I can get it in 5-7 business days for free, or 3 - 4 business days for a {$25.00} fee if they rush it. I chose for them to rush it because I am without a form of payment. It is absurd to charge your own customers a {$25.00} fee for a mistake you or the USPS made. KeyBank = Fee Bank. The amount of fees this company charges is ludicrous and insulting to its customers.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I deposited {$45.00} cashin my account, Key banks ATM stole my money gave back my card and said sorry ATM isn't working this was XXXX on XX/XX/18 I contacted the bank and spoke to 2 people who refused to do anything. I asked for the video and was refused I asked for information on who services the ATM and again they refused to give me any information or assistance in anyway of retrieving they money they stole. I was going to do a police report but it was closed. Basically they steel money and it's legal? I can do nothing because they are a bank. They have 0 customer service and do not care anything about their members.
Company Response:
State: WA
Zip: 98002
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposit my payroll check via KeyBank mobile app on Thursday, XX/XX/XXXX. On Friday, XX/XX/2018, I learned that my payroll deposit was placed on a 7 day hold. Now, KeyBank is charging me over draft fee ( s ) when in fact they have my mobile deposit. I have tried to resolve this issue with KeyBank Customer service, Bank branch teller & manager, Mobile department, and their Executive office. No one seems to be able to tell me why the hold was placed on my deposit or remove the hold. I was told that I will be contacted in 1 to 2 business days and I have not been. This is very concerning to me as there is a staffing issue to resolve my issue.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A