Date Received: 2018-04-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I'm a Survivor of XXXX XXXX which ended after 17 years and also my entire life ended when my husband came over and XXXX me under a PFA and made me completely XXXX XXXX and XXXX XXXXXXXX my entire life changed within 5 minutes and due to that fact I had to wait a year and a half just to get XXXX and live off credit cards for me and my children child support took one year to receive as well and I had no money coming in. We have a home equity line of credit with Key Bank their address is XXXX XXXX XXXX XXXX Ohio XXXX and they do have a phone number here XXXX. My husband under a court order through XXXX XXXX received a credit of {$550.00} every month to pay the home equity line of credit at KeyBank. He continuously paid it late which affected my credit as far as the score and I am now having major difficulties finding anybody that will refinance me. Under the marital Separation agreement and property separate under the marital property agreement I am to refinance {$25000.00} of the home equity line of credit on to my house and my ex-husband must refinance the balance of that loan on to his house. I have been turned down by almost every mortgage company due to my score and due to his late payments. I have offered Court documentation showing that he was fully responsible for making the payments but they all say because it's affecting my score to and which brought it down drastically.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2018-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ) Attached is the XX/XX/XXXXstatement for this loan. Again, Key Bank has charged an " Attorney 's Fee '' on this account. In addition, it has raised this fee unilaterally to {$20.00} from {$15.00}. Key Bank has admitted this fee is not actually related to any legal expense but is actually related to its claimed right to charge a monthly inspection fee, unilaterally, while it attempts to accrue interest income to destroy equity ( i.e. predatory servicing ) before foreclosing as a way of avoiding payment to the debtor of the equity in the property. I believe either unnecessary legal fees or inspection fees charged to the debtor while Key Bank neither complies with its federal regulatory and federal and state statutory obligations to allow and consider loan modification options nor foreclosing if such obligations do not apply to the bank, do not constitute " necessary collection expenses, '' the only additional fees allowed by Key Bank 's loan contract with the debtor. I have already complained to the CFPB regarding this misrepresentation ( I think CFPB Case XXXX. ). I believe the CFPB should be concerned about this systemic Key Bank procedure, since I believe Key Bank is doing so to make these expenses more credible to a state judge as being reasonable collection expenses by misidentifying them as legal expenses. This is highly relevant when the debtor defaults by failing to answer a foreclosure complaint ; Key Bank probably will be able to pass off these expenses to a state judge as being " reasonable collection expenses '' whereas monthly inspection expenses would appear unnecessary and ridiculous, even without opposition from the debtor. I believe these expenses should not be charged unilaterally at any price Key Bank wants, since these expenses, in New York State, must be approved by a state judge in a foreclosure proceeding before being assessed. 2 ) Attached is the XX/XX/XXXX and XX/XX/XXXX statement also. I spoke with XXXX at Key Bank on XX/XX/XXXX at the XXXX phone number provided regarding the fact that no notice was delivered to the house with Key Bank 's phone number in the month of XX/XX/XXXX, as their representatives have done every month, so that one of these charges, even if you think it is appropriate to allow Key Bank to charge these fees before they are allowed by a state judge, appears to be bogus, i.e. their representative did not actually inspect the property but billed Key Bank for the inspection, nevertheless. 3 ) Attached also is a series of photographs from XX/XX/XXXX provided to me in Key Bank 's response to CFPB Case XXXX. InXX/XX/XXXX, I complained to the CFPB to provide notice to Key Bank that its representatives or assigns are NOT allowed on the property ( That to do so, is trespassing, a criminal violation in the State of New York. ) with the sole exception of serving legal process. One month later, as you can see from reviewing Pages One and Two of the series of photographs, Key Bank 's representative entered the property without serving legal process. On Page Three and Page Four, you can see, again Key Bank 's representative entered the property, including the backyard. 4 ) I would also point out the photograph of the photo of the electric meter in the lower left corner of Page Three : Key Bank has argued that the property was " abandoned, '' and that is why it had the right pursuant to New York State law to break into the property ; one of the criteria in evaluating whether a property is vacant or not is if there is utilities present ; the fact that the electric meter is operating is an indication to the CFPB that such argument, made by Key Bank to the CFPB to justify its criminal violation in a previous complaint in early XX/XX/XXXX, was frivolous. 5 ) I call the CFPB 's attention to the two photographs on the bottom of Page Four, which show a notice put on the door, I assume, with a claim that Key Bank has a right to inspect the property without owner permission. There is a process for such inspection under New York State law but that process is only allowed by the state court judge overseeing the foreclosure proceeding, several steps into the foreclosure process, after the mandatory settlement conference. Laughably, Key Bank 's representative put a notice on the door, as if that notice allows Key Bank to ignore the notice Key Bank had already received through the CFPB that entry to the property for any other purpose other than the service of legal process is trespassing, a criminal violation in the State of New York. I also should point out that that notice was actually not left on the door : The representative put the notice on the door, photographed the notice and then removed the notice, because it was not on the door when I came home, whereas the notice to call Key Bank was there. I submit that perhaps Key Bank knew what it was doing was illegal but thought it could provide this information to a state court judge in a default proceeding to make it appear that it was complying with state law, but doing so in a way I would not know of the bank 's criminal act so I could not file a complaint about it to the appropriate legal authority. Key Bank 's representative, XXXX, a supervisor in the same department as XXXX, on XX/XX/XXXXclaimed that because the house is " in foreclosure, '' " Key Bank has the right to enter the property at any time. '' InXX/XX/XXXX, the house was not in foreclosure, and even in foreclosure, Key Bank would need permission to enter the property from the state court judge overseeing the foreclosure. Key Bank met neither of these standards before it violated New York State criminal law by entering the property without owner permission. I offered to photograph the property for the same fee the third-party is charging Key Bank in the manner it wants, with the fee being credited to the balance on the unpaid balance of the loan. XXXX hissed that such offer was " unacceptable. ''
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2018-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received a written offer from Key Bank Reservation code XXXX Marketing code XXXX on or about XX/XX/18. I promptly applied for the credit card and received it. Then I applied for a Key Bank Active Saver Savings account which seemed to be required to receive the Key Bank {$200.00} credit card bonus. Key Bank turned down my application for a savings account because of one late payment to XXXX XXXX per XXXX. Of course XXXX disturbingly refuses to tell anything about their rating without all my personal data.XXXX said XXXX XXXX reported one late payment on my XXXX account. I then contacted XXXX they agreed my account was never past due over one month based on the XXXX payment due date schedule. Further investigation verified XXXX considered an account past due based on the date ( which varies ) they read the electric meter which is 5 to 10 before the payment due date. I dont think Key Bank meant to offer me a {$200.00} Credit Card reward and then deney it because XXXX doesnt follow normal credit reporting rules of considering and reporting a payment late only once it is over one month late. All though my attempts, so far, to get Key Bank by phone and on line text thru my Key Bank new Credit Card account to reconsider their savings account application turn down decision and pay me the {$200.00} Credit Card bonus have fallen on def ears.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: We have two old business credit cards which were transferred from a different bank into XXXX XXXX XXXX. We no longer bank with Key Bank. We have called and written Key Bank merchant services on a number of occasions to notify them that we wish to close the old credit card account. They told us that we need to notify them in writing ; we did. Then, they told us that due to increased measures against identity theft, we need to call them to close the accounts ; we did. Now, in their most recent letter, they told us that we need to visit our local branch or contact a different phone number in order to close the accounts. On XX/XX/XXXX, we called merchant services, and we were told that the accounts are closed, and yet, we continue to receive bills. This is a scam. They are trying to keep this credit card open to collect fees.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have a business account with Keybank for about half year. At the beginning of XX/XX/XXXX, my online banking is locked. I could no longer log in to see my account. I immediately contacted with the XXXX XXXX XXXX and Keybank online customer system. Keybank online said they could not help me at all. I need to talk to the local branch. And the people at XXXX XXXX don't help me at all. I gave all documents to them. And they still don't know why my account is locked and told me to wait and wait. And I have been waiting for over a month. I still can not access my account. And the Branch can not even print out the statement for me. I am so anxious and worried because I have no idea what could have to my account. I don't know if money comes in or who takes out my money. People at XXXX XXXX don't want help me and I don't know what I can do.
Company Response:
State: UT
Zip: 84601
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Sometime early in XX/XX/XXXX, I went into a local branch of Key Bank to set up automatic payments. I was told by an employee, XXXX, that my first automatic payment would be taken out XX/XX/XXXX. On XX/XX/XXXX, I was checking my bank account and realized the payment had not been processed. At that time, I called that same Key Bank branch. I spoke to a woman who told me that she would have XXXX call me on Monday. I asked her if I could make a payment over the phone ; she advised me not to make a payment and wait until heard back from XXXX. XXXX called me not on Monday, but Thursday, XX/XX/XXXX. I had asked that he not call me until after XXXX since I am a XXXX and am unable to answer any calls before this time. Since he called earlier than I requested, I missed his call. On my end, and I'll totally own this, I forgot to return his call. On XX/XX/XXXX ( I think ), I received an automated called from Key Bank reminding me my XXXX payment hadn't been made. I was on the phone with the national line for over an hour ( probably close to an hour and 30+ minutes ). I was bounced around from department to department, eventually getting connected all together. I was beyond frustrated. I called the local branch right after being disconnected. The local branch informed me that XXXX had made a mistake, that automatic payments take two months to set up, not one. He told me it was his error. Because XXXX was well underway, I now owed Key Bank nearly {$900.00}. Between my initial phone call and the phone call I just described, my hot water tank erupted and flooded my basement. The money initially earmarked my Key Bank was put towards a new hot water tank/heater and oil. Had they taken the money out on XX/XX/XXXX as originally stated, they would have my XXXX payment. XXXX said he'd have his manager call me on Thursday, XX/XX/XXXX ( she was out of the office on Wednesday, XX/XX/XXXX ). She did not call me on Thursday. I ended up calling her the following week on Thursday, XX/XX/XXXX. She, like XXXX, had said the fault belong to Key Bank, but that I was still responsible for my XXXX payment. I then asked for contact information for someone higher up in the company. She gave me a phone number to the executive customer service line ( I'm not sure this is the exact name, but it was something of this nature ). The person from this new number told me someone would call me now later than Wednesday, XX/XX/XXXX, but that they would not be calling me on Monday as it was a holiday ( XXXX ' XXXX ). I was on vacation from XXXX XXXX. No one called. On Tuesday, XX/XX/XXXX, I called this same number again. This person has ensured me that someone had called on XXXX XXXX XXXX ( the day they told me no one would call ). I didn't have any missed calls or a voicemail from Key Bank either way. She said someone would call me. Again, no one returned my call. On XX/XX/XXXX or XX/XX/XXXX, I called back and spoke to someone else. This woman said she would send an email to the appropriate person and XXXX said email " urgent '' ; she promised someone would call me by the end of that business day. No one called. The following week, on Monday, XX/XX/XXXX, someone from the local branch had called me and I was right back where I started. We went back and forth for maybe twenty minutes. I told her I could no longer talk as I was leaving school to head to the hospital to see my mother. At this point there was no resolution. On Thursday, XX/XX/XXXX, I received a phone call from the debt collecting department of Key Bank. We went around in circles for a bit, me expressing how terrible this whole experience had been with Key Bank ; this employee transferred me to someone in customer service. This new woman was by far the rudest employee I've ever interacted with from ANY company. She said in a pretty snarky tone, " Can I give you some advice? Just pay your bill. '' I told her I had tried in XXXX with automatic payments and when that didn't work, I called to inquire about why the payment hadn't been processed and if I should pay it over the phone. I told her I was advised not to pay it until speaking with XXXX. This employee then said in the same belittling tone, " Uh, I don't know, if it were me, I would have paid my bill regardless of what someone was advising me to do. '' As a consumer, I thought I should follow the suggestion of the employee of my loan provider. I am for sure leaving Key Bank, good interest rate be XXXX! But I don't want this {$390.00} ( + {$44.00} that I add on each month ) to impact my credit. Again, Key Bank openly stated that they are at fault, but will not take the appropriate actions to resolve this issue. Also, early on in this process ( early XXXX ), I was told I should have received a letter telling me my processing date would be in XXXX ( I think the XXXX ) ; I did receive this letter, but it came pretty late, long after this conversation had started. At this stage in the game, the letter proved to be very unhelpful. The damage had already been done.
Company Response:
State: ME
Zip: 04330
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Key Bank, XXXX Ohio. Account ending in XXXX On XX/XX/XXXX using a 3rd party ATM I withdrew {$100.00} from my checking account. What I did not realize was that this caused an overdraft of {$72.00} since this was not my main checking account. When I next attempted to withdraw money the ATM told me there were no funds available and I assumed that the account had gotten to the point that the monthly maintenance fees had used up any remaining funds. I did not attempt to use the account again. On XX/XX/XXXX Key Bank transferred {$100.00} from a Cash Reserve account to cover the shortage ( XXXX ) in the account and also charged a {$2.00} ATM withdrawal fee for the transaction on XXXX. This left a balance of {$24.00}. On XX/XX/XXXX a monthly maintenance fee of {$7.00} was charged making the balance {$17.00}. This {$17.00} was then applied as a payment to the XXXX XXXX account bringing the balance to {$0.00} in the checking. On XX/XX/XXXX a {$7.00} maintenance fee was charged and since the account was at XXXX another {$100.00} was transferred from the XXXX XXXX account. So {$100.00} transferred to the checking minus {$7.00} left {$93.00} back in the checking. Random dollar amounts were then taken out of this to pay the XXXX XXXX account. At no time was I receiving any statements to alert me to this. This went on until I began getting phones calls from Key bank that I had a past due balance. I ended up having to pay {$400.00} on XX/XX/XXXX to keep from getting any more late fees and late notices on my Credit Report
Company Response:
State: OH
Zip: 43065
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Problem with customer service
Subissue:
Consumer Complaint: ( Short version ) A cashier check from Key Bank was issued to me in the amount of {$5400.00} for a mortgage credit balance as of XX/XX/XXXX. This cashier check was dated XX/XX/XXXX. The memo line on the check identifies as credit balance to my mortgage account number. On XX/XX/XXXX, this cashier check was cashed by my personal bank, XXXX XXXX XXXX. This is the bank where my checking and savings account is held On XXXX XXXX, XXXX XXXX XXXX was informed of a stop payment on the Keybank cashier check and in turn XXXX told me this. No reason as to why ... .Initial thought was it being cashed 30 days past issue date requireing a replacement check. Prio to cashing the cashier check, I walked into a local Keybank where the branch manager confirmed the check was still valid. From XX/XX/XXXX and up until XX/XX/XXXX, many calls were placed to Keybank and their representatives. Nobody could give me information. The only progress made was when they asked me to fax them information that the check was cashed. I did so, but again, no answers. Not until XX/XX/XXXX when I called and informed them I wanted an answer by the end of the day because I was filing a claim. Finally ... .. information. I was told by a supervisor that the information she had was the cashier check was sent in error and my attorney was advised of this and not to cash it on XX/XX/XXXX. Yes, the date was repeated at my request. 15 days after it was cashed, I am told my attorney was advised not to cash it. I havent heard from my attorney since XX/XX/XXXX and last conversation we had was he hadnt heard back either if the check needed to be reissued. For 2 months my checking account has been held hostage with a negative account balance. It has incurred over {$300.00} in fees. Just recently, encompass has set it aside so I can use my account until Keybank honors their cashier check. Please re-issue this cashier check and honor it as it was issued on XX/XX/XXXX.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/2018 my husband and I applied for a joint consolidation loan at the Key Bank, in XXXX, OR. The loan officer was very polite, and engaging. On XX/XX/2018 he called us to inform us that we were denied based on 3 years ago prior late payments on my personal record. At that moment, I told him we would like to apply for just a car refinancing loan only in my husband 's name ( because he has good credit ). The loan officer, XXXX XXXX, then informed me that they do not give loans to XXXX. ( My husband is a legal XXXX XXXX. ) At that point I replied that I felt that this policy was racist, and discriminatory. Therefore, I would like to make a discriminatory complaint against Key Bank. I also called the XXXX number and the customer service lady confirmed that whatever the criteria for " underwriting '' for Key bank 's loans policies are, which the loan officer stated, was what Key Bank goes by. Therefore, it is obvious that this bank is discriminating against legal XXXX XXXX. ( My husband has a 10 year XXXX XXXX, Social Security Card, Oregon Drivers License. ) Please submit this discrimination claim. Thank you.
Company Response:
State: OR
Zip: 97322
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XXXX XXXX XXXX is charging me for an account I never had with them I paid XXXX XXXX for my auto loan It was a hit and run XXXX my insurance company along with gap insurance fully covered this loan once it was hit by another car it was a total loss Once these insurance comapnaies paid in full this XXXX XXXX called all over asking for me where I was they wanted me to pay them this XXXX somthing and I never paid them I always paid XXXX XXXX and always on time I always paid the whole time I had that car always you could ask XXXX XXXX so I'm not even sure where these charges came from
Company Response:
State: NY
Zip: 12020
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A