Date Received: 2018-02-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXXXX/XX/XXXX Dear sir or madam, I have a problem with Key Bank. I opened my checking account at Key Bank, XXXX, MI branch ( XXXX ) on XX/XX/XXXX Everything went smoothly. After that, I received my debt card. Welcome letter. The branch also sent me a letter and want me to talk to their financial advisor. On XX/XX/XXXX I received a letter from Key Bank fraud detection and risk analysis department, Reference # : ( XXXX XXXX MM ). it is stated that my account will be closed. Key Bank also may furnish negative information to a consumer reporting agency. I called the Key Bank and asked for why. They did not tell me the reasons. The thing is I never have any negative bank balance and any bank issue. My credit score is at least XXXX. I would like you help me to find out what happened, clear my bank record and keep my checking account open. Thank you very much! XXXX XXXX
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-24
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account with KeyBank on XX/XX/2017. It came with {$300.00} in bonus for making {$1000.00} in direct deposits and five billpay or debit transactions in the first 60 days. I made {$1000.00} in direct deposits, but now they are claiming that it had to be in a single transaction. That would be very misleading, since that has never been how any bank bonus has worked in my experience. So they are basically telling me if I made a million direct deposits in the first 60 days of {$990.00} I wouldn't get their checking bonus. That is very deceptive wording and very misleading to customers who expect deposit amounts to be cumulative and not transaction based. I contacted KeyBank Corporate and they said I had to contact the branch and when I contacted the branch they said I had to talk to corporate so I got nowhere.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2018-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am being overcharged by my bank for overdraft fees. Key Bank is the culprit. Unfortunately over the past year I've had several occurances of overdraft fees some where my fault while others where not. This month on XX/XX/XXXX I had XXXX paid for my phone bill which caused an overdraft fee of XXXX XXXX Then today XX/XX/XXXX I had another bill come out for XXXX and was charged not only another overdraft fee if XXXX $ plus a fee of XXXX $ for a recurring overdraft. That's XXXX $ in fees on bills totalling XXXX $!! These fees are not only predatory and excessive but should be illegal. If these fees are allowed by current banking regulations this has to stop! Seven months ago in XXXX I was charged XXXX $ for an XXXX cents overdraft! My bank has the discretion to either pay these bills or not. When they know my direct deposit history they know they'll get their money.
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My debit card account information that I receive my child support on was stolen and ALL my funds were withdrawn out of my account. I called and reported these charges were fraudulent on XX/XX/. I filed a police report on XX/XX/ as well. I have called several times trying to get information about when I will receive my money back and was told it could take 90 days. Today XX/XX/ I called to follow up on the investigation on the account and was told my claim was denied due to " similar account activity '' My account was drained out of New York I live in Kansas have never been to New York. I am a single mother on a tight budget. This was my child support money to take care of my XXXX kids. This has put a major strain on me and my family. I need my money that was stolen from me back. I have proof I was NOT in New York.
Company Response:
State: KS
Zip: 66208
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX is not applying payments received to the mortgage account. In total, the bank has not properly applied {$5600.00} received by the bank since XX/XX/2018 to the mortgage. A cash payment of {$650.00}, made to a Key Bank branch, is unaccounted for. This is despite having provided them with proof of the payment in the form of a tellers receipt that includes the dollar amount and the account number. This payment was made 4 weeks ago and they still have not provided any information on the whereabouts of these funds. In addition, the bank has either held or returned payments of {$1000.00} and {$500.00}. The bank does not adhere to or apply the policy stated on their mortgage statement documents regarding partial payments. Customer service is is unaware of their policies and can not provide details on policies or the status of payments. The bank has failed to provide the terms and conditions that apply to the loan in over three weeks.
Company Response:
State: NY
Zip: 14617
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I went into Key Bank at XXXX XXXX XXXX, XXXX, ID XXXX, Phone # XXXX to close our checking account and 2 savings accounts. They gave me 3 cashier 's checks for the total in each account. Account Closed. A couple of months prior my husband and I had applied for a home equity loan from XXXX at Key Bank to purchase property across the street from us. We were approved but the interest rate was higher than we wanted to pay so we went to another bank. Their rate was lower so we went with them. One condition was we needed a checking account with them which is why we closed the accounts with Key Bank. A couple of days after I closed the accounts with Key Bank I went on their website to see about some charges I would need for our taxes and noticed that our Insurance premium came out on the same day I closed the acct. I took them a check to pay for the premium that they had paid. Then a few weeks later my husband ask me about an expense check from work that should have been deposited in our new bank. I looked and all that had been deposited was his pay checks. Then I went on our old Key Banks site and saw where it along with a smaller expense check had been deposited a few weeks earlier. There were other deductions from the acct. that I had no knowledge of along with all kinds of deductions of overdraft fees and Maintenance charges. Totaling {$290.00}. This account was closed on XX/XX/XXXX. My husband called his work and they said the bank account change did not get to the office that entered the expense checks. They apologized and immediately tried to get the money back from Key Bank. Key Bank would not refund the expense money. I went there to get all of it straightened out on XX/XX/XXXX. They told me to give it another week to be sure nothing else comes through and they would get it all figured out and refund all of the charges that the bank computers had added on. I went back a week later on XX/XX/XXXX. I got the balance minus all of the charges and fees of {$290.00}. The teller said XXXX, now the branch manager would have to refund those funds and would not be in until the next day. She took mine and my husbands phone # 's for XXXX to call. I waited until after lunch of the XX/XX/XXXXand then called XXXX. That's when she told me that those funds would not be refunded. Please help me get these charges and fees refunded to me. Our checking acct. was closed. Two {$25.00} charges were because my husbands paycheck was not auto deposited into that acct. The acct was closed. Other fees were items that went in that they paid on a closed acct. And then charged us overdraft charges. A couple of withdrawals were charges I had reversed as we should have not been charged at all. Key Bank still is keeping the overdraft fees even for those items. The actual charges were deducted from the money they had in the acct. from the expense checks auto deposited to this closed acct.
Company Response:
State: ID
Zip: 83607
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-13
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I applied and was approved for the KeyBank Latitude credit card with a promotional interest rate of 0 % APR for 15 billing cycles. Additionally, the offer included a 0 % introductory convenience check fee and/or balance transfer fee. Checks were provided in a separate mailing and indicated that they could be used to make purchase 's, transfer balances, or get cash. I attempted to write a check for {$11000.00} that was returned and I was charged a {$12.00} return fee. My available balance on the card indicated I had {$11000.00}. When I called to resolve this issue I was first told I the check was returned because I didn't have enough credit available. This was clearly false. I was then told that checks have a fee, which may be true for some, but these clearly indicated there would be NO fee. Finally, they came back with the answer that these checks apply to the " cash advance '' limit, which was only between XXXX-XXXX on this account. This was not clearly disclosed ANYWHERE on the checks provided. My " cash advance '' limit is also not clearly established on my online account or any of the disclosures that were provided. This is a clear case of consumer harm that could easily have been avoided. Attached is all the supporting documentation.
Company Response:
State: UT
Zip: 84115
Submitted Via: Web
Date Sent: 2018-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: When I opened my account it was XXXX XXXX XXXX. Years later it switched to key bank. The whole transition was a mess. They do not stand by what they claim There is a major disconnect in the branches. When you have a banking issue the branch will tell you to call customer service and when you Do they tell you to go into The branch. Mobile deposits get delayed And charge you a over draft. Even when it clearly states if made before XXXXXXXX XXXX there avliabe the next day. I've called and spoke with customer service several times where they adjusted my account for this these issues. Only to have the fees hit my account a day or two later. They held one deposit I made at a branch for XXXX days claiming I signed something that acknowledged that. But never showed proof that I did so. After countless emails and calls. Over drew my acccount and charged me ovef400 in fees. You can never get a hold of anyone, there no chain of command to calll over issues I feel like this bank will hold your deposits or delay mobile deposits to cause your account to be charged over drafts.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XX/XX/XXXX, I received a direct mailer from KeyBank offering a {$400.00} promotional reward for opening a checking account. The promotion code on the offer was XXXX. The requirements were that I open the account before the end of XXXX, have one automatic deposit in the amount of {$500.00} in the first 60 days, and pay {$40.00} for membership in the rewards program. On XX/XX/XXXX I stopped by a local KeyBank branch in XXXX Colorado and opened a checking account depositing {$50.00}. The branch representative admitted he had never seen the offer previously. He made a copy of the promotional mailer I received and attached it to my account paperwork. In XX/XX/XXXX, I received an email from KeyBank informing me of what I need to do to earn a {$200.00} bonus. The amount and requirements were different than I had signed up for. I then contacted KeyBank via email to find out why the promotion changed and they proceeded to tell me I signed up for promotion XXXX and not XXXX. After elevating this issue, I was then contacted by the branch representative at the local branch in XXXX, Colorado and he assured me he had fixed the issue and that I should receive the full {$400.00} promotional reward 90 days after the automatic deposit hits. On XX/XX/XXXX, he also withdrew {$40.00} from the checking account to pay for the membership in the rewards program required under promotional reward XXXX. On XX/XX/XXXX, the first automatic deposit for {$500.00} hit the account completing the requirements for earning the {$400.00} promotional reward. On XX/XX/XXXX, after 90 days had passed since I completed the requirements for the promotional reward, I again contacted KeyBank to inquire into why I had not received the {$400.00} promotional reward. I again received the same response I initially received in XX/XX/XXXX. I had not signed up for promotional reward XXXX and I had not completed the requirements for receiving the {$200.00} bonus for promotional reward XXXX. At this point, I'm done with KeyBank. I believe they are running a bait and switch scam. Instead of receiving a promotional reward that I earned, I paid them {$40.00} for a lame rewards program. I intend on closing my account immediately. At the minimum, I believe they owe me {$40.00} as a refund of the rewards program I was tricked into joining. I would prefer to receive the {$400.00} promotional reward that I earned, but my health is important to me and I don't want to spend the next year fighting this bank. I have a feeling I'm not the first person that they've scammed and they probably have experience fighting these complaints. They should be shut down.
Company Response:
State: OK
Zip: 74133
Submitted Via: Web
Date Sent: 2018-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I checked my account on XX/XX/XXXX to check if bills paid went out. No fees. Incurred a overdraft fee on XX/XX/XXXX, identified on XX/XX/XXXX. Deposited funds to cover the overdraft on XX/XX/XXXX plus additional funds to cover another automatic payment. Per the Deposit Agreement with KeyBank they change the posting order of automatic payments and created an additional overdraft charge even though I went to bank and deposited cash. How is that fair, to charge two overdraft fees when there should only be one? I never picked KeyBank to be my bank I am just the unlucky person who started with a bank that was sold twice but this is completely unfair.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A