Date Received: 2018-05-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Key Bank has incorrectly reported a late payment on an account that they refuse to correct despite numerous attempts to remediate via the local branch and the corporate credit office. I have bank statements from my account and have been provided a payment history from Key Bank which clearly show 2 payments made in XX/XX/XXXX negating the need for a payment in XXXX. Several employees including the branch manager, XXXX XXXX, have agreed that the reporting is inaccurate and have assured me that they will get it corrected yet months upon months continue to go by with NO results. I have filed credit disputes with all 3 bureaus two separate times ( XX/XX/XXXX and XX/XX/XXXX ) and they keep stating the account information is updated yet payment history is still showing a 30 day late payment. After the first promise from XXXX XXXX that this would be handled and the ball was dropped I made it clear that I expected it to be handled for certain this time around to which he guaranteed it would be and was confused as to why it wasn't corrected. He then passed the buck to another employee XXXX XXXX who has been in contact with the credit department to get this resolved, all to no avail. I keep getting lip service that someone will handle it and it's not happening. It's been over a month now that I've been promised from XXXX and XXXX that someone will correct the reporting and I have no answer. This is despite the fact that they assured me it would be quicker to have them handle it directly with the credit department rather than going through the credit department myself which I was told had a timeline of 30 days which I made clear was unacceptable considering I'd been trying to have this handled since early XX/XX/XXXX. The company is violating credit reporting laws by continuing to report this payment as late. My next step is contacting the Attorney General to get results as this is negatively impacting my credit portfolio.
Company Response:
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: For the past two weeks, I get daily phone calls for someone else. I have repeatedly asked them to remove my number as I am not the person. They have told my for the last five days they are going to ; yet I still get numerous calls daily. HELP ... .handicap family here and the repeated interruptions as very unnerving
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
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: Last payment made on XX/XX/2018. KeyBank sent title to incorrect address, despite correct address on file for billing statements, and vehicle registration. I have called KeyBank > 5 times, asking where my title is. KeyBank has promised that they are looking to find the title. On other calls, they have refused to send a new title to me, the owner. On my latest call XX/XX/2018, KeyBank stated they would send a new title to me, however I have still not received it. They have sent a lien release statement on multiple occasions, but still no title.
Company Response:
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, KeyBank withdrew {$7000.00} from my bank account. When I noticed the withdraw they first treated the problem as fraudulent activity. However, they realized they we were the ones that actually took the money out of my bank account. The bank states this is the Right to Offset for a private student loan from 10 years ago. I had no prior knowledge of this loan, nor was I ever contacted about the loan. When I began looking into the problem and asked for documentation the bank was only able to provide me with a promissory note dated back in XXXX. I asked the bank to show proof of statements that were sent to me and they do not have any. The bank included paperwork that makes it appear that the loan was sold to XXXX XXXX XXXX XXXX and then sold back to KeyBank, When XXXX XXXX was contacted they were unable to find any information regarding the loan in collections or recovery. They stated they never had serviced the loan. KeyBank now refuses to return the {$7000.00} and is asking for another {$6000.00} to satisfy the loan. When KeyBank used the Right to Offset they made my mortgage bounce making my bank account go into the negative {$2000.00}.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My billing statement from KeyBank for a car loan does not include the number of days in the billing cycle. It includes the interest rate, and amount of interest taken from my previous payment, but does not tell me how many days were in the billing cycle. The amount of interest charged is all over the place -- often increasing for several months even though my principal balance has gone down. Credit card companies tell me how many days of interest were charged, so I can go back over the past year to see if the number comes out to XXXX. With KeyBank, however, I am not given the information of how many days interest I am charged in a month, or a year. I think there should be transparency in lending, and they should give me a complete picture of how my payments are calculated each month. When I called them about it, they said they just don't do that.
Company Response:
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2018-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: On Thursday XX/XX/2018 I went to Key Bank to withdraw money from the ATM at the branch on XXXX XXXX XXXX WA. I pulled up to the ATM and inserted my Optplus visa card and began the transaction. I had used this card dozens of times with no problems. This time the ATM said my transaction was declined, but did not give me a reason as to why. I went into the bank and explained what had happened. I was told that this was not the first time the ATM had " eaten, '' tellers words a credit card that was not Key Banks. That was bad but what happened next was worse. I said I did not want to get more overdraft fees and asked if I could do a bank transfer and was told no, the bank did not do that. I was referred to the bank MGR. I explained what had happened and he said there was nothing he could do. I explained that it was KEY BANKS faulty ATM machine that had eaten my card and he said basically too bad! I closed my account there and then. No one even said they were sorry! Worst customer Svc!
Company Response:
State: WA
Zip: 98902
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: SOMEONE STOLE {$5600.00} FROM ME To be clear : I am, and have always been, the sole owner of this checking account. I do not share access, to this account, with anyone. I do not share my debit, credit, or any cards, with anyone. I do not share passwords. All my cards and passwords are in my sole possession at all times. I do not email or text any of the above access points. I do online banking and I make internet purchases on what are perported to be secure sites. On Friday, XX/XX/XXXX @ XXXX, I checked my Key Bank account, online, before I intended to send in payments on a few bills. My checking account balance had gone from almost {$10000.00} to around {$4000.00}. I knew I had not spent that much. The account showed two transactions occurring the previous day, XX/XX/XXXX, that I did not understand. One transaction was for {$2900.00} and the other was for {$2700.00} and they were designated WITHDRAWAL BRANCH XXXX NEW YORK. They were listed under misc. on the previous day, XX/XX/XXXX. I didnt understand what this was. So, I looked up Key Bank Branch XXXX in New York and found a photo of what looked like a small store with Key Bank written on the Door and quite a few XXXX reviews that were mostly bad- well written because of their specificity but overall that bank has a 2.3 rating. That bank reached into my account and took out {$5600.00}? And what did they do with it? It was XXXX XXXX by this time, still XX/XX/XXXX. I looked for Fraud on the Key Bank website. They list a definition of fraud, but no remedy, no phone number, no instructions. I had to search the internet again on reporting fraud to Key Bank. Its XXXX. I spoke to XXXX. She verified my SSN, my name and by birth day and year. I told her that someone had withdrawn money from my account without my permission. She said it was not done with the debit card or credit card, but that it was done at that branch, XXXX. XXXX and I were not communicating well. She told me that I would have to call or go to the bank ( I took this to mean the bank in New York ) to ask them about these transactions. I asked XXXX what she was going to do. She told me that she couldnt call because the bank was not open yet and she was getting off work at XXXX XXXX. I asked her for her last name or employee number. She said that she was not allowed to give her last name. There was a long pause. I felt that I had gotten nothing to assure me that I would get my money back or that what was left in my account was safe. I think I asked her for a case number. She may have offered the reference number ( ) on her own, but if she did, it was not when I first asked her what she would do. I called the hotline again at XXXX XXXX ( still Friday XX/XX/XXXX ) and spoke, I believe, with XXXX. She told me that the reference number was valid, and I was on hold for a short while as she called, the bank. She said I would be getting a call back from the bank today and that I would be given provisional funds until the theft issue is resolved. I got no calls from any bank and nothing changed on the Key Bank site. I called again on Monday XX/XX/XXXX at XXXX XXXX and spoke with XXXX. She told me I had to go to my local Key Bank to set up a new account, and I did. To date, XX/XX/XXXX : My money has not been replaced and I have not heard, from the bank, when it will replace the funds. All actions, except the unauthorized withdrawal, have initiated by me alone. I found the " error ''. I reported it in less than 24 hours. I went to my local Key Bank. Key Bank has not once called me, returned my calls or sent anything to me. Key Bank has not resolved the issues I listed below.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Key Bank has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response:
State: NY
Zip: 14094
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Never was told about regional atm fees and want them all retuned already had some but want them all returned
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I use Key Bank bill payment services to pay my monthly home mortgage payment to XXXX XXXX. Twice in three months, the funds were removed from my account as scheduled, but not received by XXXX XXXX for weeks after withdrawn from my checking account, and resulting in hundreds of dollars of late fees for the two late payments. I have tried to resolve with Key Bank on multiple occasion with no success. Very frustrating. The Key Bank " BIll Pay Guarantee '' is worthless. The first payment of {$2500.00} was scheduled for XX/XX/XXXX and debited to my checking account on that day. The due date wasXX/XX/XXXX XXXX XXXX did not receive payment via check until XX/XX/XXXX The second payment of concern of {$2500.00} was scheduled and debited to my checking account onXX/XX/XXXX. This payment was not received by XXXX XXXX until XX/XX/XXXX The Key Bank bill payment Guarantee is copied below. I clearly met the guarantee criteria, but get nothing but a run-around with no helpful explanation or answers from Key Bank. To take advantage of the Bill Pay Guarantee*, and ensure that your payments will be received accurately and posted by your payee, schedule your payments as follows : For electronic payments, you must schedule your payment at least 2 business days before the due date. For check payments, you must schedule your payment at least 4 business days before the due date. For payments made to KeyBank and display a 'Key ' icon, you must schedule your payment on or before the due date. Ensure that the payment information entered is accurate and enough time is allotted for processing based upon the guidelines above. If payments are made within the guidelines of the guarantee and KeyBank does not properly complete a bill payment on time or for the correct amount, KeyBank will pay any late fees and finance charges that result solely from that failed bill payment and send any correspondence necessary to rectify credit reporting.
Company Response:
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A