Date Received: 2018-07-12
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I have a private student loan through Key Bank - which has been handled through different servicers, but I was directed to speak directly with the bank when I lost my job unexpectedly back in XXXX. I lost my job on XX/XX/2018 - I called Key multiple times over the next week to get information regarding a temporary hardship forbearance. They explained that they do not give forbearances but I could apply for a temporary extension. Figuring this was my only option, I asked to apply. They informed me that since my loan was late, I could not apply. I spent the next few months ( up through XXXX ) making double payments just to get caught up to apply for the extension. I was finally up to date and called Key Bank to apply for the extension - they asked me a handful of questions regarding my income and employment info - I explained that I had lost my job and needed a few months to get caught up - I requested an extension through XX/XX/XXXX - explaining that I was currently unemployed. I was denied that extension, due to the fact that unemployment is not a short-term hardship - even though I gave them an end date of XX/XX/XXXX. I called my point of contact for the extension process and was talked to as if I was the scum of the earth. She explained that there was no way I would get an extension and essentially, tough luck. She was rude, berating, and inappropriate. I called the next day and requested to speak with someone different - they transferred me to the same person who gave me the same answers. At the beginning of XXXX I accepted a part time job - I called back to file for a new extension since my circumstances had changed. I answered the same questions, and gave the same date of XX/XX/XXXX to return to normal payments. The woman on the phone had told me that it would be approved and I would get something in the mail within the next week. I never got anything in the mail, no denial or acceptance letter. In the meantime, my servicer changed from XXXX XXXX to XXXX XXXX. I am still experiencing a hardship, as the job I took is only part time and I am currently making {$100.00} per week. I can not afford my payment, and called Key Bank again this week to discuss my options. They explained that my extension had ended and I was expected to make full payments. I had explained that I never received any paperwork regarding the extension - not to mention I was still charged payments for XXXX, XXXX, and XXXX - so I just suspected that the second extension was denied since I did not get any paperwork in the mail. The woman from Key Bank, again very berating and rude, explained that there was nothing she could do for me since my extension was up. I told her I hadn't received any information or paperwork regarding the extension and was still expected to make payments for the months that would have been covered under an accepted extension. I asked if I could apply for another extension, since I was never informed of the result of the last one - she explained that an extension can only be applied for once every 12 months, so I could not apply again. She explained that there was nothing she could do, she demanded I make a payment, I hung up the phone. Key Bank has been more than unwilling to work with me throughout this hardship. As stated, I UNEXPECTEDLY lost my job. One day I went to work and the facility owners explained that we were closing and didn't have jobs effective immediately. I've done nothing but search for employment since then. Key Bank continuously treats me like I don't deserve to be listened to and they are completely unwilling to help.
Company Response:
State: PA
Zip: 17315
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2018 I went to the XXXX, CT ( XXXX ) branch of Key Bank where I was a customer for a number of years. I needed to close my accounts and was assisted by one of their tellers in this. She was able to successfully close my checking account and give me a check for the balance, but when she attempted to do the same with my savings account, which had a balance of about {$11000.00}, a " computer issue '' occurred. It was unclear what this issue was, only that she was " locked out '' of the system. She called Key Bank 's helpline for assistance and after an hour was unable to make any progress towards closing the account and cutting me the check. I needed to leave the branch due to a commitment but was assured that she would continue to work on the issue and call me that afternoon. I was not contacted and called the bank myself on XX/XX/2018 to ask what was happening. They informed me that the teller who assisted me in closing the accounts was no longer employed by Key Bank and that the manager was investigating what had happened to my funds. My account has been closed ( this is shown by my online banking app ) but I have received no funds. I have contacted the bank again and have been given no answers, no updates beyond " we are working on it. '' At this time I feel suspicious of what has happened, especially as the employee in question is no longer working there. I can not understand why I have not been given my money, as it has now been 3 weeks since closing.
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-30
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged with 3 overdraft fees on XX/XX/XXXX after the bank posted I had available funds on my online banking account ledger. On XX/XX/XXXX ... I was told I was overdrawn on XX/XX/XXXX. The available funds posted on XX/XX/XXXX was inaccurrate. My paycheck.posted at XXXX on the XXXX ... but according to the bank I was still.overdraft status ... .which did not post until.Saturday the XXXX. The bank refuses to refund two of my {$38.00} fees.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2018-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Hope that you can help. I am a XXXX with 30 years in the business. We have a home equity with Key Bank, for which we continue to get harassing phone calls at two or three days past the due date. Generally I pay at the end of the grace which is five days. I sent XXXX a letter, which requested under the fair debt collections act that they send any request via XXXX Mail and do NOT contact by phone. They have previously acknowledged the receipt of the letter. I have also verbally requested that they cease and desist. I also verbally informed them that they are not in compliance with the law, yet they persist ...
Company Response:
State: NY
Zip: 14051
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have repeatedly told KeyBank I do not want overdraft protection. Recently, my account was garnished and was taken, unexpectedly, to XXXX. Two charges, one for {$10.00} and one for {$8.00}, came in while the balance was XXXX ( I live in the mountains, 45 minutes drive from the nearest branch , drive a gigantic truck which eats gas, and can't simply stop by to deposit more ). Not only did KeyBank put the charges through when they should not have, but then they charged me a total of {$95.00} in fees. That's {$97.00} in fees for {$18.00} would for charges. That's {$48.00} per overdraft - that I DID NOT AUTHORIZE.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had applied for a mortgage through keybank. I turned in all my Information that was requested and needed. The girl that was working on my loan had left and my file was given to someone else. But before my original loan person had left she had already got my paperwork done and ready to be processed to the point where nothing else needed done. My file was handed over to the new person and that's when it all went down hill. For some reason this new person re started the loan all over again and just made the process very difficult and stressful. She was very hard to get ahold of.. wouldn't answer us back for days and that included calls, emails and texts. Keep in mind that this is for a house so we have a strict deadline for our closing date. Being that we wernt able to get ahold of our loan person we decided to go to her boss. That was a waste of time because he was no better at customer service or returning messages or calls. There was times that they sent other personal emails to me by accident and there was times that they refered me as someone else and had called me by the wrong name. I had to constantly remind them who I was. I paid for my appraisal and it was never ordered.. My application for my loan was never submitted.I dealt with this for almost three weeks before I decided to go to another bank. At one point I had to get it boyfriend involved because I wasn't able to handle the stupidity. She would tell him one thing in an email and tell me another. Very incompetent. And when I asked nicely for my file to be emailed to me so I could have all my information for my new lender and I was told no! My new lender refused to send me my own personal documents because she said she wasn't providing them for my new lender! I have tests to prove it. I was put at risk for losing my house because of keybanks poor customer service. Very disorganized and unprofessional.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2018-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My wife and I recently switched to Key Bank and moved a portion of our money over. We maintain 2 checking accounts and keep the majority of our money in one so that it makes us consciously think about it before making purchases. When we opened the accounts I went to the branch in south XXXX, AK to set up the overdraft protection to draw from our express checking account. The representative at the branch told us that it was complete and we left thinking everything was fine. A few weeks later on XX/XX/XXXX I noticed the first {$28.00} overdraft fee hit my privilege checking account. I called Key bank on XX/XX/XXXX to ask why there was a fee and explain that the overdraft protection from my express account should have kicked in. The representative refunded the fee and told me that it was now set up. On XX/XX/XXXX I noticed that after my call on XX/XX/XXXX three more overdraft fees hit the account. ( two for {$28.00} and one for {$29.00} ). I was not sure why this was happening because I am really very good about doing an internal transfer from the Key mobile application on my phone. The money moves instantly and then I use my debit card. I proceeded to call back into a representative on XX/XX/XXXX who told me the overdraft protection had not been established and that he would reverse the fees. He reversed two of the fees but left one on the account and told me that the overdraft protection was now set up. On XX/XX/XXXX I realized that four more overdraft fees had been charged and at this point was beyond livid. I called customer service once again who now told me that the overdraft had not been set up and that you could not set up overdraft protection with another checking account, only a line of credit or savings account. This was the first time I was hearing this and was quite frustrated. When I asked her to refund the overdraft fees since I had been given the wrong information she proceeded to tell me that according to the notes on the account another representative notated that they already made me aware of this. I then asked to listen to the recordings and she was unable to do so. During this phone call I asked her why I was incurring these fees regardless of the overdraft protection since I had been moving money into the account prior to my purchases. She let me know that you incur the fee the second you swipe the card and according to her system it shows that I made the transfer after I made the purchase. I was worried about this happening so I took screenshots of the time the transfer was completed to compare to the time of the transaction and there was still nothing the bank was willing to do. Due to all of these items overdrawing the account, Key Bank has been reporting this information to XXXX XXXXXXXX XXXX. This reporting has stopped me from being allowed to open a bank account anywhere else. The reporting that Key Bank is doing is inaccurate and against the law. Not only does their system not accurately record the time of internal transfers, but the dates and times of purchases are not accurately recorded.
Company Response:
State: AK
Zip: 99515
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I get paid on the XXXX and the last day of the month. Should the XXXX fall on a weekend I get paid the last business day before the XXXX. It slipped my mind that I was getting paid on the XXXX thinking Friday was the XXXX and scheduled my pay off on my credit card to come out for the XXXX of XXXX. I understand this was my error. I received an overdraft fee of {$27.00} on a {$35.00} payment that came out of my account one day prior to my pay day. I contacted Key to see about a courtesy as this was my fault but given my tenure of the account and only having a fee waived ( back in XXXX for honestly the SAME error ) they were not willing to waive my fee. I work for the XXXX XXXX at a XXXX and am very disappointed with the interactions I had. They were not willing to budge one bit on waiving the fee. I understand policy but I do know it is not black and white. There are times you are able to " bend '' the policy and waive a fee or credit ones account in good will. The manager advised they treat all of their customers fairly and would not be removing this fee. I asked her if she could say that each and every customer with key has only ever had ONE fee removed on their account in a 12 month period and she stated she could confidently say yes. Lie. Straight lie. It is very upsetting and disappointing I am even having to take action this far over a {$27.00} fee. If this can not be removed I will be sure to share my experiences and consider closing my account. After over 4 years of service with key and only ever receiving two overdraft fees I am very upset they are not willing to work with.
Company Response:
State: ME
Zip: 049XX
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted Key Bank about an issue for the 3rd time. I spoke with a rep who failed to understand the problem and whom I had to push to refer me to a supervisor. I then spoke with supervisor XXXX, employee number XXXX. Including hold time I was on the phone for 1 hr 14 min. During the prior 2 calls I was also on the phone, including hold times, for close to or slightly over an hour. Ref # XXXX Background : When we opened a HELOC with XXXX XXXX ( the branch, and corresponding accounts, was later purchased by Key Bank ) and in order to obtain a more favorable rate, opened a checking account from which monthly payments would be auto-deducted. I set up a monthly auto transfer from our XXXX checking account into that Key Bank checking account number XXXX so the money would be there in time for the auto-withdrawal each month. On XX/XX/XXXX we closed on the sale of the house with which the HELOC was affiliated. On that day both the primary mortgage and the HELOC were paid off as part of the closing. The HELOCs normal withdrawal date was the XXXX of each month and therefore the same day as the closing BUT that days payment was included in the closing calculations. I forgot to cancel the auto transfer from our XXXX account to the Key Bank account until after the closing so I withdrew ( transferred back from Key Bank to XXXX ) the total balance from the Key Bank account later in the day on XX/XX/XXXX. As I suspected might happen, Key Bank didnt cancel the auto withdrawal, and so the Key Bank checking account went negative, and incurred fees/penalties, for a total negative balance of {$1700.00}. I ( wrongly ) assumed the matter would be recognized and rectified by Key Bank within a short period of time. I started calling Key Bank about 2 weeks after the closing and after receiving a late notice to point out the issue. I got an over-seas customer service center the first time, asked for a supervisor, and that supervisor stated that Key Banks account services does not directly communicate with their mortgage division, but that he would put in a request to have the issue resolved. When I called back the next time a reached the mortgage division and had a similar conversation, ending with Ill put in a request and hope for the best. When I called on XX/XX/XXXX, the initial rep was condescending and rude, directly implying that I must be wrong and that I owed Key Bank for the XX/XX/XXXX payment plus all fees. I requested a supervisor and when speaking with XXXX, she had the same attitude toward me as the rep, implying I was definitely wrong, but finally humored me and looked up the information to confirm. When she came back on the phone her tone was more conciliatory, and she confirmed that I was correct, and that Key Bank had made the error. She said she would see what she could do about the late fees. I politely but directly told her how offended I was by her prior tone, attitude, assumptions, and what she had said to me. I further stated that after all that, for her to then say Ill see what I can do about the late fees was infuriatingexplaining are you kidding me? At this point you should be profusely apologizing and stating that you will reverse all fees and correct the core issue. XXXX checked into the matter further and came back on the phone to say a refund check had been mailed ( we never received it, turns out it was mailed to the house we sold ) and since I didnt receive it, she would stop payment on the check, request a replacement, and then I could deposit it into the Key Bank checking account, thereby bringing the balance back to XXXX. I replied that Id prefer the matter be handled internally with Key Bank handling the transfer of money rather than issuing a replacement check and creating more work for me to correct their error. She agreed that was a great idea and that they would take care of it that wayno problem. I wanted to speak with her manager to confirm everything ( especially in light of all the time I spent on the phone for all 3 calls and the poor treatment and customer service I had received ), but XXXX said her manager was in a meeting and after a period of time, said she couldnt keep me on hold to wait for the manager any longer and that she would make sure the manager called me back that night before the end of her shift. No call ever came. XX/XX/XXXX was a Thursday and no one called me back that day, or any day since. I asked XXXX if our call was being recorded and she said that yes, it was. I would like that call to be reviewed. The XX/XX/XXXX statement still shows a negative balance and yesterday, I received a letter from Key Bank stating they will send a refund check AFTER RECEIVING A NOTARIZED INDEMNITY AGREEMENT BACK FROM ME!
Company Response:
State: NY
Zip: 10954
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Secured a personal line of credit and personal loan from Key Bank to pay off credit cards. The credit cards were at XXXX XXXX. Key Bank sent a payoff check to XXXX XXXX XXXX, and there was an incorrect account number on the Key Bank payoff check, and so we had to cancel and reissue the check, which took two months, from XX/XX/XXXX to XX/XX/XXXX. Between that time XXXX XXXX chose to charge interest and late fees, I tried to reason with XXXX XXXX, but they claimed they had no legal obligation to backdate the final correctly labeled check to XX/XX/XXXX given the the first check was incorrect from Key Bank. Key Bank said they would pay the remaining {$140.00} and some change that was the late fees being charge by XXXX XXXX as a gesture to me a new customer. Key Bank said that they would handle the account from there to close the XXXX XXXX accounts, and no further action was needed from me. In XX/XX/XXXX I began receiving phone calls and emails from XXXX XXXX, saying that I had a remaining balance greater than {$400.00}. Saying that I never closed the accounts so therefore they continued to charge late fees and interest. I was very confused given I had been informed by Key Bank that there was a XXXX balance. I filed with the CFPB for XXXX XXXX, and XXXX XXXX said that they never received the alleged {$140.00} from Key Bank, and therefore the account was never closed. XXXX XXXX agreed to waive the late fees, acknowledging that this was not a deliberate delinquency. I then have attempted to contact my local branch repeatedly to get some sort of evidence proving that Key Bank sent the {$140.00} to XXXX XXXX back in XX/XX/XXXX. The manager at my local branch informed me that the amount was sent electronically and therefore there was nothing she could provide for evidence. I have tried calling and emailing the local branch, and asking for contact information for an executive. The local branch has stopped responding to my phone calls and emails at this time. I need Key Bank to refund to me the {$300.00} that I paid to XXXX XXXX this Spring, the remaining principle, plus interest, minus the waived late fees. I need Key Bank to amend my Credit Report - saying that I was under the false representation that the account was made XXXX, and therefore, the fault lies with Key Bank that my credit score is haggard due to the several transaction mistakes on Key Banks responsibilities. 1. the first check was incorrectly labeled and the subsequent late fees and interest accrued 2. The alleged {$140.00} can not be traced, seen, or acknowledged by either party. 3. Key Bank informed me that they would follow through on the account and that no further action was needed from me to ensure the account was handled properly.
Company Response:
State: CO
Zip: 80247
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A