Date Received: 2018-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I was paying my loan and Key Bank was applying my principal payments to fees I complained and they agreed to stop this behavior, The statements then started coming with no explanation of the amount due or how previous payments were applied. so from XX/XX/XXXX thru XX/XX/XXXX I called each month to get a principal and interest payment amount from customer service at Key Bank they would tell me the amounts to pay and I would go pay that amount. ( still no explanation on how my payments were applied on my statements ) on XX/XX/XXXX I again called Key Bank customer service for the principal and interest payment amount, I then went to Key Bank where the branch manager told me that Key Bank would not allow me to make any payments. I immediately contacted Key Bank to find out what was wrong. no one could tell me. Since XX/XX/XXXX, the last one and 1/2 years I have been trying to make my principal and interest payment to Key Bank to find that they still wont except any payment of principal and interest. Since XX/XX/XXXX Key Bank has charge me late fees penalty and legal fees which I have objected to. damaging my credit in the process. Key Bank continues to refuse payment unless it includes all late charges and fees. Key Bank refuses to reinstate my loan in good standing and except payment from me until i pay all fines and fees created by Key Bank thru no fault of mine. Key Bank refuses to provide any explanation for their behavior in this matter or an explanation of the fines and fees I have called and/or emailed on a weekly or daily routine to try and work something out but after explaining the situation hundreds of times to what seems like hundreds of people in many different department I have gotten nowhere except for numerous calls about foreclosure unless I pay all fines and fees. I am supper stressed out and concerned about my home!! Can you HELP ME please.
Company Response:
State: WA
Zip: 98033
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XX/XX/ I signed up for a new Key Bank XXXX, the web promotion on the application offered a sign up bonus of XXXX points after 5 eligible purchases within the first 60 days redeemable for {$200.00}. On XX/XX/XXXX, I fulfilled the requirements of the promotion, having made 5 purchases. One month later when I did not receive the promised bonus points I contacted the customer support on the back of the card, who assured me that I met the promotional terms and that I would receive the bonus within the next month. When another month passed without the bonus points posting I opened up a support ticket on XX/XX/XXXX and was told I would be credited the points by the end of the month. On XX/XX/XXXX I received the following reply : " After escalating your case it seems that due to not having a checking account the points have not been applied. We understand the fact that you were not advised that a checking account was needed for this reason we need you to refer to your local branch. '' My local branch was unable to help me. I was not advised a checking account was required for the bonus and I find no mention of this requirement in the terms and conditions from the original application.
Company Response:
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Car was totaled had insurance and XXXX XXXX still shows up
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: We had an electronic check pay on our payroll account. It was not for anyone on our payroll and the " copy '' was not produced by our company.The same person, XXXX XXXX was able to have 3 electronic checks clear on our payroll account. We contacted the police and filed a report. We filled out Domestic Collections Fraud Packets with XXXX XXXX bank ( our bank ). Two of the fraudulent checks were paid back to us in XX/XX/XXXX. One check was for XXXX and the other XXXX. We still have a third check which we have not been reimbursed for. It's for XXXX. I contacted XXXX XXXX and was told that the check was drawn on Key Bank. I was also told that they had 120 days to respond. It has been longer than 120 days and no response. The check I am waiting to be reimbursed for is for {$970.00}, it has a check # XXXX associated with it. It was dated XX/XX/XXXX and posted on XX/XX/XXXX. We filled out our fraud report on XX/XX/XXXX. Our police report # is XXXX with the XXXX Police forgery/Theft/NS department.
Company Response:
State: OH
Zip: 44113
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Bank advertised a promotion to encourage direct deposit and account opening - KeyBank. The promotion provided you a {$200.00} reward if the deposit requirements were met. I did meet these requirements and received the {$200.00} in my account. The issue is that now I have also received an interest income statement for the {$200.00} which was not disclosed in any of the advertisements for this promotion. This after the fact disclosure where I now have to report {$200.00} in interest ( my account APR along with the amount I deposited would not have even come close to yielding this amount of interest ) income for the tax year. I believe the company demonstrated an unethical promotion and failed to disclose all the terms. I had spoken with several associates about the terms of this account early on after opening and was given incorrect information about when the deposit would be made, and when I had to fulfill the requirements which ended up being elevated allowing me to speak with a manager. I was also unable to have excessive fees waived for a transaction as small as {$1.00} which overdrew my account {$.00} cents for which I was charged at total of {$67.00}. The notice of overdraft was sent to me days after the transaction posted so I did not even receive ample notice to remedy. There were plenty of opportunity during these conversations for the disclosure about the interest statement to be made but it was never disclosed even by the manager to whom I spoke about my initial elevated issue on the incorrect information about the terms. The failure to disclose this important fact is unethical is not reflective of what I would consider fair practice around disclosures and excessive fees. Do not open any accounts with KeyBank no matter what the promotion. Fees are excessive and you will receive an XXXX for the payment although it is not income. Deceptive and unfair.
Company Response:
State: OH
Zip: 44139
Submitted Via: Web
Date Sent: 2018-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: InXX/XX/XXXXI entered into a Debit Management/Repayment program with XXXX XXXX XXXX of XXXX NY. I included the credit cards I wanted them pay and make arrangements with. Key Bank was one of them. I began paying a lump sum of XXXX to cover all creditors including a payment of XXXX monthly to Key Bank in XX/XX/XXXX. My payment is debited from my account on the XXXX of every month and dispursed by CCS of XXXX. Key Bank has been receiving XXXX a month since XX/XX/XXXX I called Key Bank inXX/XX/XXXX at the request of XXXX and asked them to change my due date to the 25th. Key Bank indicated they would. To date they have not. XXXX payments continue to be " late '' allowing Key Bank to change me XXXX a month for a late payment. They also continue to charge me my interest rates and other fees. They have reported me to the Credit Bureaus as late and this has affected my credit score negatively. I have called XXXX of XXXX numerous times and with concerns that Key is not honoring the credit agreement and by all accounts has not entered into the agreement with me and has not adjusted anything to accept the XXXX a month as paid. CCS has advised me not to pay extra money to Key and to let them handle it. To date, they have not handled it and the situation is spiraling out of control and my credit rating is taking a beating because of it. Key Bank will not work with me over the phone or via mail. They call every month and make demands for payment despite getting my XXXX a month from XXXX. Key Bank claims they have no record of any agreement. XXXX claims they sent the agreement and that Key bank is notorious for doing this to people. I asked if I should pay the extra amount to keep my out of the collections calls and to keep my credit report positive and they advised me not to pay Key any additional money. As a result my credit score has taken a dive. All XXXX will do is say they drafted the agreement and are holding up their end of it, they are not responsible if Key Bank does not do what they are supposed to. XXXX advised my to seek held through the Attorney Generals office and FTC. I turned to CCS for help before my credit rating became damaged and because of their inaction and in my opinion, false promises, my credit rating has dipped. I need this situation fixed ASAP and Key to repair my credit report. This has been a nightmare credit wise.
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2018-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Other service problem
Subissue:
Consumer Complaint: I opened a large money market deposit account with Keybank ( XXXX XXXX XXXX then ) XX/XX/XXXX. In mid XX/XX/XXXX I started to initiate an international wire transfer with the home branch in XXXX XXXX, NY. as this was the process advised by their customer service. Manager XXXX XXXX XXXX gave me the steps involved and I followed them exactly because I needed the funds very soon to purchase a retirement apartment in XXXX, XXXX. I told her I needed funds within a month 's time. I sent all of the application using XXXX XXXX.Shipping to her and she acknowledged that it was received and sent to the wire permissions dept. of Keybank. I then expected a pin to initiate the transfer, but heard nothing. XXXX was on leave and unavailable. I spoke to XXXX in the main Keybank wire dept, who said he did not understand some of the paperwork XXXX sent him and needed to talk to her. It was all at a standstill because of their casual attitude. There was little back & forth between them to help me despite my calls and e-mails. Nothing was forthcoming from anyone at Keybank. I had to prod them for info about my wire permissions again and again. After waiting for XXXX to return from office leave, I finally communicated with her to hear that my necessary pin could only be mailed to my U.S.mailing address & would go out XX/XX/XXXX.My daughter is taking our mail in XXXX, NJ. Nothing then or now from KeyBank has been mailed to us at the NJ address. Communicated again with XXXX who said it was coming from XXXX and maybe XXXX XXXX had slowed postal service. It is now XX/XX/XXXX. On XX/XX/XXXX- I contacted the Keybank Executive Offices and they e-mailed back saying I should call with questions. Called immediately. Spoke to XXXX who said a case was opened and I would hear from her within a day. No call back to me.Called again. She promised me that a pin would be e-mailed to me. No word from XXXX. Called backXX/XX/XXXX, spoke to XXXX who said I should expect an e-mail before the end of the day. Today, XXXX XXXX, I have left messages about this problem. I have told them I submitted a complaint to Federal Reserve Complaints dept. No word back from KeyBank. Is it legal to have a bank not allow you access to your funds for over a month 's time after I have completed all paperwork properly? How can they earn my trust when they say things so important as a pin got lost in the mail???? Why did I need to send my documents XXXX XXXX XXXX, insured when KeyBank send something needed regular post? I need my money market account closed and sent to me in XXXX to buy our apartment next week. They have probably ruined this transaction & it is detrimental to my health. The account was opened with the settlement from an accident in which I sustained a XXXX XXXX. I am sorry I did not use a better, more reliable bank to provide but my husband was stationed at XXXX XXXX XXXX XXXX then. My husband, XXXX XXXX XXXX just retired from the XXXX XXXX ( in XX/XX/XXXX at ceremony at XXXX XXXX ) and I am in ongoing recovery from my XXXX XXXX. I can not run back to XXXX XXXX NY from our miserable XXXX XXXX in XXXX, just to close my KeyBank money market account. Is this a major, trusted U.S bank, or not??
Company Response:
State: NJ
Zip: 07666
Submitted Via: Web
Date Sent: 2018-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Debt has been paid and closed through KeyBank. For some reason it has yet to be removed from XXXX
Company Response:
State: MI
Zip: 48238
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Received unsolicited XXXX with activation instructions at residence on XX/XX/18. Appears to be a legitimate card. Have not applied for any additional cards from any banks in over 1 year.
Company Response:
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In the mail we received an offer to open a Key Bank checking account and begin our auto deposits. Have {$500.00} deposited in 60-days and receive the bonus. We did everything we were asked to do and never received the {$400.00}. The local branch manager kept telling us was just delayed. After about 90 days he sent it to a Vice President in XXXX that said the terms were {$1000.00} in deposits. I sent them a copy of the offer we received and they simply wo n't live up to their advertised offer. Criminal in some countries.
Company Response:
State: IN
Zip: 46131
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A