Date Received: 2018-04-25
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: This is regarding Key Bank who I have mortgage with since XX/XX/XXXX, and I have made all the payments on time since XX/XX/XXXX and not even a single payment was missing or delayed. I filed bankruptcy in XX/XX/XXXX for misc credit cards which was discharged and my mortgage account was not part of my bankruptcy. But as I checked my credit reports from all three credit reporting agencies they are showing my mortgage account was also included in bankruptcy. Which is completely false and erroneous information and my mortgage payments are not reported at all which is being made on time for past 13 years. I called them numerous times and they are not properly handling my case and giving me run around. I am completely exhausted at this point and seeking your help.
Company Response:
State: NY
Zip: 12020
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I reported a fraud problem with my bank, a national branch of XXXX XXXX ; on the XX/XX/XXXX. The card was 1st duplicated and then stolen - the csr who took my case said the entire account has been compromised. I filed my fraud problem on the XX/XX/XXXX both in person at the XXXX, Wa. Branch and with the XXXX fraud number for keybank. They offered me NO PROVISIONARY funding until XX/XX/XXXX, and have since not only refused to take calls from me but will not return urgent messages from me either. They amount they gave me for provisionary funding was about 1000 , my fraud case is over 10,000.00 ; so i require some kind of communication regarding my claim because as it stands the bank is refusing to cooperate with me on over {$9000.00} of funds that they owe me. They are aware i would likeit settled because i want to transfer to a different bank. You should know that this is about the 3rd or 4th time this bank has allowed this to happen and every time they have handled it in this manner. Besides the unprofessionalism, psycho-terrorism of the phone system and the refusal to follow FDIC laws and guidelines .... I revoke my consent for them to " handle '' my finances and want the account closed. They tell me i cant cloae it until ita settled, but they refuse to settle it. And for your own information ; same bank : XXXX, Wa. XXXX - branch manager abouy 3 years ago stole the hard copy, original washington state drivers license. She told me for 2 weeks they didnt have it so i replaced it. DOL never deactivated the " lost one '' per the department of social security so i went back into dol. Almost 1 year later, same branch manager gave me the id back saying it has been in her desk waiting for me the whole time ... .. Instead what actually happened was keybank as an entity - uaed my identification to access an account i have with them under my legal last name.. XXXX XXXX ; began embezzelling money from that account, sold my identity to XXXX and department of licensing and many other companies for embezzelment using said account. This account isnt available is all they say to me - ive been locked out of it since the moment i turned XXXX. I am now XXXX ... The same branch manager also CLOSED one of my accounts without authorization telling me i was signing to receive provisionary funding. The next time i tried to access the account she had actually tricked my signature and closed said account. I want this handled. They are given 10 days, its been 19 days, 3 chances and 3 different accounts all with not just issues, but illegal activity.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I was told in the past that I would have a 10 day grace period when making a payment on my credit line. Please don't tell me I have a grace period when in fact I do not.
Company Response:
State: OH
Zip: 43209
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for a checking account with Key Bank in XX/XX/XXXXof 2017 with an opening bonus of {$300.00} based on meeting certain criteria. The first issue arose from the bank associate upon opening my account stating that I needed to make {$1000.00} direct deposit dollars in a month. I set up my account to have 2, {$500.00} deposits each month, which met the total of {$1000.00}. A few weeks before the deadline to complete all my requirements I called Key Bank 's XXXX customer support number to check in and to see when I could expect my money. Only then was I informed that I needed at least one direct deposit totaling {$1000.00} to meet the criteria, and not total combined dollar amount. They mentioned this was the only thing left to complete and once finished I would have my cash in a few short months. This was the first account of me being mislead. I changed my direct deposit amount to comply with the requirements and a month later called back checking in. I was told that I met all requirements and should be expecting my money shortly. I went into the downtown XXXX branch and asked for an update within my requirement window as well, but they directed me to their XXXX number for any questions on the reward. Three other times between XX/XX/XXXX and XX/XX/XXXXI called for an update on my money and everyone I spoke to from the XXXX number said I met the criteria and that I should just wait, that it takes up to 6 weeks to receive the money. After much frustration I called last week to see why I haven't received my money. Again a representative said I met all criteria and couldn't understand why it was taking so long. Later she called me back stating that although I had automatic withdraws set up to pay bills, under the criteria they needed to be set up and paid through Key Bank 's website, which they were not. I argued with the representative over the phone because this was never relayed to me up until this point, and that I missed this promotion because of the misinformation from Key Bank. She said she would call me back with an update. Now this is over a week later and I called Key Bank again today to ask for an update and to escalate this to a manager. The manger told me there's nothing he could do because I did not meet the requirements and their phone logs only go back 3 months so they don't have proof of all the calls I made. I did not meet these requirements because of multiple reports from Key Bank misleading me into believing I had done everything I needed to do. I even checked in within my designated time to complete the requirements to make sure and even then they told me incorrect information. They mislead me and wrongly kept information from me so that I would not receive my cash reward. This was the worst customer experience I've ever been apart of.
Company Response:
State: PA
Zip: 15236
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-16
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I went to my bank ( Key Bank ) and ask them to E.T.F. {$550.00} from my checking account to my landlords bank account ( XXXX XXXX ). My landlord provided my bank with her account information but XXXX XXXX the Relationship Manager for Key Bank wrote the account number down missing one number so he sent a check out onXX/XX/XXXX. To date the money was taken out of my account but the landlord or her bank has ever seen this check. On XX/XX/XXXX my landlord, her bank ( XXXX ), myself, my bank ( Key Bank ) all got together to find out why this money was not deposited into my landlords account and it was discovered that XXXX XXXX errored in writing down my landlords account number and that a check was sent out but no one knows where it is now. I went to my bank and personally talked to the bank manager and explained the problems this was causing me late fees on my rent damage to my credit and that I am now in jeperdy of getting a eviction notice. The bank manager said he personally would cancel the check and credit my account that day so I could withdraw the money to pay my rent but to date that has not happened. Additionally, when I first opened the checking account I got on line and received a promotional code for {$200.00} for opening the checking account with Key Bank and was told I would have to go to a key Bank branch office to open the account because they needed to see my I.D . card and social security card XXXX said his computer was down that day so he went into the bank manager office to record the promo number so he could take care of it latter. Latter never came and when I questioned him about it he said he couldn't find it and left it at that. I'd like to get that promo reward
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2018 I was informed that our Key Bank credit card was declined. Knowing that there was more than enough money in the account, I called XXXX and spoke to multiple representatives in many different departments of Key Bank. I was eventually informed that our company account was being closed because it was deemed a " risk '' to the bank to keep it open. I asked how that was possible when we have not had any overdrafts, declines, lack of activity or anything, and we maintained a positive balance at all times. I was only told that the bank " calculates these matters and makes a decision '', frustrated with the lack of any detail in the response, I continued to ask what made us a risk. Key Bank continued to tell me that they have no further information and it can not be undone, and that Key Bank has the right to close my account at any time. I asked why I was not notified of this at all. Key Bank then claimed that a certified letter was mailed to an old address of the company, when I asked for proof that anyone signed for that letter ( knowing that it is a vacant building currently for sale ), they said they have no proof that anyone received this letter. I then asked if there is any proof that anyone called the company to inform us this was going to happen? ( knowing that we had not received any such call from Key Bank ). They responded that they do not have proof of that either. So now our company account is frozen, company bills can not be paid ( including rent ), employees can not be paid and feed their families, and the balance of our account will be mailed in a check sometime next week to the abandoned building we used to occupy. I even went as far as calling the local branch we opened the account at XXXX XXXX XXXX, XXXX, NY XXXX ( XXXX ) - XXXX for more details. They also would not provide me with any details as to why this is happening, nor would they provide me with any proof that they attempted to notify us of this. I informed them that is the shadiest banking experience I have ever been a part of and I do not understand how they are not violating some consumer protection right by doing this to us. No one along the away showed any remorse, nor were they helpful in any way. Our company will now suffer several late fees and penalties on bills we can not pay since our account was frozen without us being made aware of this. I very strongly feel that Key Bank should be responsible for these fees and should be investigated and forced to provide some proof that they notified us of any issue leading to our account being closed.
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2018 I did a mobile check deposit of {$300.00} to my bank. According to the bank details and transaction balance, the check was posted in full to my account that day bringing my balance to {$320.00}. I also made a payment for {$290.00} which, according to the bank records displayed to me, was deducted and left an account balance of {$34.00}. Despite having a positive balance, the bank charged an overdraft fee of {$37.00}.
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: In a matter of 8 days Key bank has charged me 5 separate overdraft fees each valued at {$38.00} for a total of {$190.00}. These fees make it almost impossible to regain a positive balance therefore I continue to incur overdraft fees. The overdraft fee total is approximately 2 times the amount total for the transactions that overdrafted my account. From XX/XX/XXXX to XX/XX/XXXX I made 10 deposits totalling {$380.00}. With a beginning balance of {$24.00}, my total positive balance for this time period equals {$400.00}. From XX/XX/XXXX to XX/XX/XXXX I made 18 withdrawals totalling {$320.00}. The withdrawal total subtracted from the deposit total accounts for a {$78.00} surplus. As of XX/XX/XXXX the balance reflected on my account is $ XXXX. If you subtract the total for overdraft fees {$190.00} ( minus one installment of {$38.00} which they refunded me as a " courtesy '' - so {$150.00} ) from the surplus balance of {$78.00}, you get my current balance of $ XXXX. According to the information on my account I have not consented to overdraft services so ultimately purchases made with insufficient funds should be denied at point of sale. According to Keybank 's mobile app, on XX/XX/XXXX the date of the initial overdraft fee for this 8 day period, I began with {$24.00} balance, deposited {$8.00}, withdrew $ XXXX and $ XXXX for an end balance of {$18.00}. According to my own records I only had an available balance of {$2.00} at the beginning of that day because on XX/XX/XXXX at XXXX I made a charge for XXXX in the amount of {$15.00} which had yet to reflect onto my account. In real time, not according to what is reflected on the mobile app, on XX/XX/XXXX I made a deposit through XXXX for {$66.00} at XXXX. Giving me a new balance of {$69.00}. ( Or, according to the mobile app I had {$84.00}. ) At XXXX I used my debit card at XXXX XXXX XXXX for a charge of $ XXXX. At XXXX I made a deposit of {$6.00}. At XXXX I made two charges at XXXX XXXX for $ XXXX And $ XXXX. Leaving me with a balance of {$39.00} or {$55.00} according to the mobile app. Which was great because I knew the next day I would have to charge $ XXXX for my phone bill, which would leave me a positive {$11.00} balance until my next deposit ; my paycheck. On the morning of XX/XX/XXXX I logged on to my mobile bank account and discovered that my account was overdrawn. This did not make sense to me and it was not specified which transaction had cause the overdraft. I had enough to cover the XXXX from XX/XX/XXXX. And anything else should have been denied at the point of sale if I did not have a positive balance. But according to the mobile app as well as my records I had a positive balance on XX/XX/XXXX due to my deposits through XXXX. I would not have made any transactions if I had known they would process in such a way that would overdraft my account. At XXXX on XX/XX/XXXX I contacted XXXX and explained my confusion. I was told that the transaction for XXXX XXXX ( $ XXXX ) is what overdrew my account. They proceeded to refund the charge at my request as what they called a " courtesy. '' On XX/XX/XXXX at about XXXX I went in to the nearest Keybank branch to speak with someone in person about the 4 overdraft charges I had received since that initial charge, all assumed to be my fault. She very vaguely attempted to explain the methods by which transactions are processed by Keybank. And suggested I try a hassle free account, opt for Overdraft Protection, or keep a physical ledger. But would not help me understand exactly why I had received the overdraft fees. And said there was nothing that could be done because I had already received my courtesy fee forgiveness. I then decided to call the XXXX number again to get more information. I got a similar explanation. It took me calling yet another time for me to reach someone willing to walk me through the transactions. This is where I learned I was given misinformation and that XXXX XXXX is not what overdrew my account on XX/XX/XXXX but it was XXXX XXXX instead. No one could give me a clear answer as to why, if the mobile app said I had a positive balance, I was overdrafted. And if that wasn't really the case ; if I really did not have the funds to make the purchase, why was I not denied at the point of sale? The customer service representative who attempted to explain to me in detail the reason for the overdraft fees then transferred me to another representative to discuss things further. She was very helpful and after looking at my account told me that she would talk with her superviser and get back to me. I have her name, number, and a voicemail for reference. As of the close of business XX/XX/XXXX I was not able to speak with that representative again as when I returned her call she was helping another customer. I spoke with another representative whose name and number I also have, who helped explain things again and offered to help me deal with one transaction from XXXX, XX/XX/XXXX for $ XXXX that was merchant error on their part, that cost me another overdraft fee as my account was still in the negative from the previous fees. Currently I am waiting for my next paycheck to bring me back to a positive balance. And for the XXXX charge to be credited back to my account ( by the XXXX company ) so I can be refunded the overdraft fee associated with the XXXX charge. As of XX/XX/XXXX I had deposited enough money in my account to bring my account to a positive balance. But unfortunately the unexpected overdraft fee for the XXXX charge kept my balance negative and created another overdraft situation when a $ XXXX charge for XXXX posted. If those two fees of $ XXXX had not occurred, my balance would currently be positive. And I would not be at more risk of incurring additional exorbitant overdraft fees.
Company Response:
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2018-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-04
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I am a XXXX and have been for 32 years. I am now forced to use Key Bank, as they took over from XXXX XXXX. My account has lots of O/D CHARGES, due to the way they process the checks and deposits. I have a on line account so that I can see everyday the account balance. I have not had a negitive balance at all. They have bounced several checks from XX/XX/18 and on. I was never notified and did not receive any checks back. The employees at the branch don't know any information and can not help me. At this point I feel helpless and do not know where to turn. Many people in this area have left the bank due to confusion on their accounts. I would appreciate your looking into this bank and it's practices.
Company Response:
State: CT
Zip: 06437
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I received a past due notice in the mail for {$170.00} for which I do NOT owe. I have talked to several representatives and have not been able to resolve this dispute. Please review the following documents that I have attached in reference to my complaint. Statement XX/XX/XXXX through XX/XX/XXXX : New balance, {$16000.00}. Minimum payment due for XX/XX/XXXX {$37.00} and past due amount is negative ( $ XXXX- ). Please note that I have a negative past due amount as a result of my previous CFPB complaint that was settled ( or so I thought ) in XX/XX/XXXX. As a result, KeyBank waived {$1700.00} in late fees, legal fees and interest. I was paid current. Billing me for past due amount is basically reversing some of the fees and interest that were previously waived from my first CFPB complaint. Statement XX/XX/XXXX through XX/XX/XXXX : New balance {$16000.00}, minimum payment due for XX/XX/XXXX {$88.00}, past due amount negative ( $ XXXX- ). Past Due Notice received in mail on or about XX/XX/XXXX for {$170.00}. Spoke to several representatives who offered to reallocate my XX/XX/XXXX ( {$100.00} ) payment to cover past due amount, of which I adamantly refused. I have received 2 monthly statements, since CFPB dispute settlement. Neither statement showed a past due balance. Ive made all my payments on time. All my payments have been the minimum amount due ( or more ) as per monthly statements ; yet, 2 months later, I receive a past due notice. This does not make sense. How can I be given a past due notice for something that I was never notified of in the first place? I do NOT owe a past due balance and again, all my payments have been timely. On or about XX/XX/XXXX, I received a letter from KeyBank stating at my request that my XX/XX/XXXX and my XX/XX/XXXX payments have been reapplied. I did NOT request or give permission for my payments to be reapplied and requested payment reversal. Why would I want my payments reapplied for a past due amount that I do not believe I owe? I called was to understand and dispute past due amount, for which, I still do not have an answer. No one seems to know. Statement XX/XX/XXXX through XX/XX/XXXX : New balance {$16000.00}, Minimum payment due for XX/XX/XXXX {$39.00}, past due amount negative ( $ XXXX- ). Payment Transactions : - {$100.00}, - {$44.00}, which are the XX/XX/XXXX & XX/XX/XXXX payments that I requested a payment reversals for in previous paragraph. - {$89.00} ( i.e. XX/XX/XXXX payment applied ). Statement XX/XX/XXXX through XX/XX/XXXX : New balance of {$16000.00}, Minimum payment due for XX/XX/XXXX {$340.00}, which includes Past Due amount of {$150.00}. Transactions : Now show payment reversals for almost every single payment made since XX/XX/XXXX, and some are new reversals! My XX/XX/XXXX payment of {$89.00} was reversed ; Why? There are so many changes to my payments that I can no longer keep track! I want to know exactly how my payments are being applied ( i.e. Principle, interest, late fees etc. ). WHY do I still have a past due payment of {$150.00}? Where did this come from? Lastly, I made all my payments online. I know for a fact that my XX/XX/XXXX payment of {$100.00} should have been all paid to principle. It also shows on Past due notice that it was paid to principle. I want confirmation that is how it was applied. Also know that several of my other monthly payments that I paid online should have been credited to the principle balance, as well.
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A