Date Received: 2018-01-20
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I spoke with XXXX XXXX and the branch assistant manager and various people at Key Bank customer service, they werent able to provide further information on how to dispute the charge on my key privilege checking account. They just stated to contact the company and ask for a supervisor, at the XXXX XXXX branch, which is the current primary branch listed on the account.
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2018-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened an account with Key Bank on XX/XX/XXXX because of a promo that they were running in which I was to get {$200.00} if I had my check direct deposited. I arranged to have my XXXX check deposited and on XX/XX/XXXX it was deposited into my account. On XX/XX/XXXX I contacted the bank and was told that the money would be in my account on XX/XX/XXXX at XXXX. I checked my account at XXXX XXXX XXXX XXXX and the money was not in my account. I contacted the bank and they told to me to contact the head office and they gave me an XXXX number to call. I called that number and after an hour they told me that I was not eligible for the money. When I opened the account I was told that the only thing I needed to do was to have direct deposit within 60 days, which I did. After I was on the phone for an hour they told me to go to the branch that I opened the account at. I went to the branch that I opened the account at, located at XXXX XXXX XXXX, XXXX, NY XXXX and they told me I did n't qualify for the {$200.00} because I had a negative balance in my account. I was never told that I had to maintain any amount in my account in order to get the money, other than to have a direct deposit set up. The card that I was sent by the bank in order to get the {$200.00} only stated that I needed to have direct deposit set up within 60 days. It seems to me that they just do n't want to pay out the monies that they said they were going to do. They have told me that the monies would be there no problem and then when it came time for it to be in my account it was never deposited. From talking to other people I 'm not the only one that they have not paid when it came time to do so. The only thing I am asking for is for them to honor their word and put the monies into my account. Sincerely ; XXXX XXXX XXXX, NY XXXX
Company Response:
State: NY
Zip: 14206
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX - Filing this on behalf of my brother who does not use technology. XXXX XXXX story : It starts with XXXX having an emergency fund passbook account which was opened with XXXX XXXX XXXX with last transition in XXXX/XXXX/XXXX with a balance of {$14000.00}. He used the account only for special items like trips to XXXX to visit our parent and it was not used in a long time because they passed away now for 20 years. He has lived in the same residence for 35 years and has never received any mail regarding his account changing and has been going to the same branch for 35 years at XXXX XXXX. BY law since the account was dormant with no transactions he should have been notified by mail or phone, but he was not. I did check to see if it was turned over to NY State in their database, but nothing there. You may not be aware but XXXX XXXX was merged with XXXX and then the branches in the area where acquired by XXXX XXXX which was then acquired by Key Bank. He is also having an issue with a {$30000.00} CD from XXXX which was never cashed. The CD is currently being investigated by NY state. In XXXX of XXXX he went to the same branch which he always did in the past now is key bank, presented his passbook and withdraw {$2000.00}. His XXXX XXXX statement showed {$6000.00} before the withdrawal in XXXX. XXXX went back in XXXX XXXX to make another withdrawal and they told him his account was was closed with no funds. He spoke to the branch manager and asked how that can happen. He was to trusting and provided her with the account statement because she told him that is the only way she could get his money back. He should have her make copies. He waited and waited and nothing happened. There were three {$1000.00} dollar withdrawals prior to the XXXX withdrawal and the writing did not look like his at all. He went back to the branch and filled a police report. He went back several times and she said she was working on it. She kept showing him and asking him if that was his drivers license number which the bank has on file. Of course he said yes. I finally stepped in around XXXX and contact the branch manager who did not return my calls. I called customer service ask for area branch manager to escalate her. Customer Service got her on the phone after my escalation comment. I asked her what is going on with my brothers account this should have been resolved in XXXX. She said we are retrieving the video and it has taken longer. I provided my phone number and asked her to call be back in a week, but never heard back from her. I called again and spoke to one of the tellers and she said she was doing an interview. I never heard back from her. I called the fraud line for Key Bank in XXXX who sent out an alert and asked it be routed to the XXXX XXXX branch. It was XXXX XXXX who was much more cooperative. We did a few visits with him and he provided copies of the transaction which I have copies of them. The interesting part is the one he signed for in XXXX XXXX looked very different then the three {$1000.00} withdrawals before the account was closed. One signature started the B in his last name as an O and then wrote over top of it to make it a B. I asked XXXX do these look different to you and he respond yes they do. He worked with the department to track down more information and try to retrieve the video from the branch stored in XXXX XXXX. When I spoke to him in early XXXX he said you are not going to like what I am going to tell you. He said they cant find more information. I asked how is it possible no video with my brother at the teller line making these transactions unacceptable. I need to escalate to the area branch manager who basically said I have to call Key Bank XXXX Client Relationship Department. I had two 3 way calls with my brother on the line. The last one discussion with XXXX she tried to get me out of the mix. I contact the FDIC to see what they had to say about there involvement, He said they were not involved in any of those mergers and could not help me. He suggested I file a complaint to the Consumer Protection Agency which is now in process. I firmly believe this was fraud and an inside job within XXXX XXXX within the branch or general bank and Key Bank did poor job retaining records. I also believe this expands way beyond XXXX account too many other Seniors that have accounts that were not used very much over the years. With the bank continuing to defer the issue I believe many people went away and just accepted it. This is definitely fraud and until I see videos of my brother standing in front of the teller line making all the transaction with time stamps or some other proof I am going to continue even if it take legal action. I would appreciate help in looking in to this matter. I cant image how many others have had their money stolen and accounts closed with no FDIC protection.
Company Response:
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2018-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: the banks has hit me with 5 overdrafts on the XX/XX/XXXX & XX/XX/XXXX i deposited my check late on the XX/XX/XXXX but they always release XXXX XXXX time of deposit but not this time causing this overdrafts i understand the first one on the XX/XX/XXXX but the othere four on the XX/XX/XXXX are excessves fees
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I canceled my checking account ( XXXX ) with Key Bank, and system problems at Key generated numerous checks to myself and my wife, even though the account had been closed. I returned the checks, spoke with two bank managers in an attempt to stop the printing of any further checks. After two bank managers assured me that the problem had been resolved, and all NSF charges had been reversed, I thought the matter was settled. About a year afterwards, I received a notice from XXXX on XX/XX/XXXX that indicated I owed {$160.00}, a delinquent collection notice. This was the first such notice. Key Bank has agreed to pay the delinquency, but as of XX/XX/XXXX, I do n't see that they have paid the {$160.00}, nor have they recompensed me for the drop in my FICO score, caused by their errors. It seems strange a closed account could generate the problems precipitated by IT problems at Key Bank.
Company Response:
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: XXXX XXXX, XXXX, my account was hit with a {$57.00} charge from XXXX. The day prior I had taken out the remaining funds in my account because XXXX did n't reassure me that this issue of my account being compromised would be resolved. I just got my direct deposit from my bank in my account. The account was at a {$0.00}. When this charge got charged to my account it made my account - {$57.00}. They assured me that I would get the funds back so that I can use the funds myself. XXXX XXXX, XXXX, I got credits put on my account but did n't get the {$57.00} back the way they stated I was going to get it. I called XXXX and they proceeded to give me the runaround and even taken it step further and called XXXX Corporate Office to get the funds back to me so that I can utilize it.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I opened a checking and saving money market account in Key Bank on XXXX and immediately I started haven my name mess up and look like I am a liar even to church facilities were I gave my checks knowing that I had more than enough in my account to covered them. I am very upset with this branch messing with my money and name since I started banking with them. I have tried everything to tried to get this resolved but no help. I have unauthorized transfers that I have been telling Key Bank about an nothing but a nasty and negative response from them after they mess my name up .I got things still coming out of collections due to a game that someone had from Key Bank in my accounts. My funds just started disappearing out of my accounts. I am going to request again my money to be given back to me from this bank. I had made them fully aware and I am going to do it again today in this complaint. I want all the unauthorized transfers to be credit back into my accounts and then a check to be mail to me not deposit back into my accounts. I want my XXXX that was in my account on XXXX XXXX to be mailed to me. I have stated that money I didnt withdrawal out of my accounts someone else from the branch in XXXX Ct that wasnt XXXX XXXX took access of my funds and I want my money back just the same way I had it in my account.I am sick of the fix paperwork to make my account look like I dont have any money in them when I do. This is wrong how many requests does it going to take to get your own money back.It would be nice to see real paperwork fabricated with the correct information like the one I hold that I got from the main office.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I open a checking and saving accounts back in XX/XX/XXXX in Key Bank I have nothing but headaches from this branch is like pulling teeth with your own money. The unauthorized transactions made in my accounts they still have not been neither fix or credit back to my accounts till this day. After is clearly in my account of such unauthorized transfers. Just recently on XX/XX/XXXX {$300000.00} and the rest of my money was swiped out of my accounts completely and after numerous complaints still my money hasnt been credit to my accounts. I want all my funds the same way I put them in this bank. This is the biggest fraud I had ever seen done to an individual.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: In Key 's response to my CFPB complaint, it purported that an explanation was provided to address your concerns. " Concerns '' are not the real issue. The larger issue is Key 's exportation of liability through Keys off-shore call centers. This apect continues to be dodged by diverting attention from the only documentation trail discoverable by the consumer : salient call-records. In this case, Keys call records will evidence the fact that when Key was called regarding a payment plan, I as most consumers, had no knowledge of a so-called re-age plan and none was proposed. Instead a loan-modification agreement was described, discussed in detail and agreed to including the previously detailed credit resolution itemized to the CFPB on X/XX/2017. This conversation was documented and has been provided to Key on numerous occasions including dates, names and locations of the Key employees directly involved. Key initially agreed to, but failed to provide the agreement in writing and after repeated requests by phone and email, refused to write or email altogether. The loan modification agreement and other terms of the arrangement were subsequently re-characterized by Key personnel with different phrases including the re-age description. Instead of diverting from this issue with voluminous documents, ( about 100 pages to date ) it would be more to the point to provide the recorded records of the actual conversation. This would also clarify the failed funds transfer and the ensuing explanation by Key regarding why the woman taking the request did not hit the submit button also detailed on X/XX/2017.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2018-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I walked into a Keybank branch in XXXX, WA on XXXX/XXXX/XXXX to figure out what promotions they had for new customers. I was told by a XXXX that I could get {$300.00} for opening an account with deposits of {$1000.00} per month. I agreed to opening the account. After the account was opened she told me that I had to have at least one deposit of at least {$1000.00}. I told her that I was traveling and I 'm not sure if I could do that. We agreed to reverse out the account due to her negligence in telling me the {$1000.00} requirement and I would come back tomorrow to open the smaller account with less requirements. I came in the next day XXXX/XXXX/XXXX and opened the account. She called her internal department to ensure that she was n't going to be penalized and that I was still eligible for the promotion. She was told that I was and we opened the account. After I thought I reached the requirements I contacted her ( XXXX ) by phone and she confirmed that I had and that I should get the money without a month or two. Time passed and I never got it. I called her multiple times and even went into the branch and each time I kept getting promised a call back and never got one. She finally called today and told me that because her computer system saw the first account opened and closed the same day, I am not considered a new customer and there was nothing I could do. I would NOT have opened the account had I known I would have jumped through their hoops just to be told that there was nothing they could do and they were sorry. Their agents admitted that I should qualify but because of the system glitch created by XXXX, it is preventing me from getting they money promised.
Company Response:
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A