Date Received: 2017-12-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Charged overdraft fee on XXXX XXXX, but looking at order of transactions posting on my screen it made no sense. Called help center, they gave me a different order of transactions than what is on my end. Still made no sense. Agent says, " Oh, you 're looking at your screen right now? Let me switch my screens. '' Then the agents stops talking about " order of postings '' and switches to " lets do the math '' because you were overdrawn by XXXX cents. ( I wont even go into how repugnant it is for a company to charge XXXX overdraft fee on {$0.00}, especially when you have three different direct deposits going in to that account, 1 weekly and 2 monthly. ) I interrupt, I say, " Ma'am, I know the math, but you assess you fees in order of posting and that is what I would like to address. I get overdraft fees and do n't call because I can easily see the order of postings. I am not letting this one go. '' She responds that she is not waiving the fee. So say, well there is really no reason to keep speaking with you. I ask for someone with the authority to do so, she said no one at the contact center would. I ask for a number or email of someone above her and she says I will have to go to my Branch. Which really makes me annoyed since whenever I go to a branch the always say to call. If I ca n't trust what my screen is telling me is the order of posting, if when fees are assessed the bank gets to talk about " batch posting '' and every time you call they say their own version of postings, when you click on a prior day 's postings they all say XXXX, how is the consumer supposed to trust the fair application of these fees? If a fee is assessed in error they still refer to it as waiving a fee, like they are doing you a favor. Courtesy waivers and rectifying an error are two different things. They should be treated differently.
Company Response:
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2017-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Key Bank has recent late payments reporting on my credit report and I have never been late. I have attached enough information to prove they are in error. They have adjusted so many fees and " supposedly '' fixed my account so many times that I gave up using them. I paid my account off and took all my other money out and closed all my accounts with them. You can see how they kept adjusting fees but the account still continued to show past due amounts growing larger and larger which is crazy because I was never late! I have contacted my attorney and the next correspondence will be from him.
Company Response:
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Ever since my checking account was transferred from XXXX XXXX XXXX to Key Bank I 've had nothing but trouble. I admit I have overdrawn my account on numerous occasions and have paid their fees. The issue is Key Bank likes to slip in extra fees. This past summer I signed up online with a merchant for a free 30 trial. As is customary the company ran my debit card for a penny. to verify my card was valid. At the time my checking account was a negative balance. The merchant never processed the transaction. However Key Bank posted the transaction for {$.00} and then charged me a {$38.00} NSF fee. In XX/XX/XXXX I hadXX/XX/XXXX charge my card {$25.00} on a Sunday. It was a pending transaction on Monday when I deposited the cash to cover the transaction. The following day Key Bank charged me an NSF fee for {$38.00}. I asked the Branch Manager why I was charged a fee and he came up with a very lame excuse that the merchant finalized their transaction prior to me making my deposit. This is an outright lie. Every time my debit card is used as a charge with XX/XX/XXXX it has taken two days to post and clear to my checking account. Their latest ploy is to hold my deposits for 5 business days. I have never had an issue with checks that I deposit being returned so why would Key Bank place a hold on my checking account? By limiting my ability to make deposits only provides more fees being earned ( stolen from me ) by Key Bank. I pay bills throughout the month and to know that Key is going to hold my deposits only benefits Key by taking more money from me.
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a variable rate home equity line of credit with Key Bank since XXXX. I filed for Chapter XXXX in XXXX of XXXX and my bankruptcy was discharged in XXXX of XXXX and In XXXX of XXXX, my payment amount decreased from approx. {$600.00} per month to {$380.00}. This was Not a result of the variable interest rate as rates did not decrease during this time and even if they did my payment would not change this dramatically. In fact, Interest Rates actually increased during this period. This deceased payment occurred again in for my XXXX of XXXX payment. In XXXX of XXXX, I went to my local Key Bank branch in XXXX, PA and I met with XXXX XXXX XXXX XXXX. I asked XXXX why my payment had decreased for 2 months in a row. He did not know why. He said he would research this and get back to me. Later that same day XXXX called me and told me the decreased payment was a result of my bankruptcy filing. XXXX explained to me that I was eligible for a reduced rate due to my bankruptcy. I was told this would continue as long as I had the loan. I accepted this explanation and the variable payment was around the {$380.00} mark for all of XXXX until this current month of XXXX XXXX. My XXXX XXXX payment increased from approximately {$380.00} per month to {$540.00}. I immediately thought this was a mistake. So on XXXX XXXX, XXXX, I went back to the Key Bank in XXXX, Pa and met again with XXXX XXXX. XXXX said he had no recollection of our conversation from XXXX of XXXX. He told me he could not research this issue any further and I had to call Key Banks Bankruptcy Department because he is not allowed to speak with me due to the Bankruptcy status on my account. The Funny thing is, I was under the same Bankruptcy status in XXXX of XXXX, when I met with XXXX XXXX in XXXX of XXXX & XXXX had no problem speaking with me and doing research for me then. I trusted and relied on the information that XXXX provided to me in XXXX XXXX and now all of a sudden XXXX cant speak with me. One thing, XXXX was able to tell me on XXXX XXXX, XXXXis that my paper statements were turned off. My bankruptcy attny says that Key bank should not shut off my paper statements without notifying me and should have turned them back on when my bankruptcy was discharged in XXXX of XXXX. I had not received paper starter form Key bank on this loan from XXXX XXXX until I had to have them turned back on in XXXX XXXX. On this same day, XXXX XXXX, XXXX, I called Key Bank and they said they could not talk to me about my loan because of the bankruptcy and they conferenced me in with the Attorney firm of XXXX XXXX XXXX. I spoke with a XXXX. I explained all of the changes to my loan in the last year and she told me she would have to research the issue and it would take a few days. I called back again and spoke with XXXX on XXXX XXXX, XXXX. XXXX said Key bank response was that my payment changed because of the variable rate. Not only is this not correct, but anyone who is remotely educated could see these wild payment changes are not due to the variable interest! Whoever researched this issue from Key Bank could not have spent any less time looking into this issue and obviously could not have cared any less. Over the next 2 weeks I periodically called Attorney firm of XXXX XXXX XXXX and they said they could provide me with any new information regarding why my loan payments were changed without my consent. So at this point, I am stuck between a rock and a hard place because nobody at key bank will speak with me about my loan because they insist I must speak with XXXX XXXX XXXX. The people at XXXX XXXX XXXX have no clue about anything that is occurring with my loan and they are attorneys and no nothing about the terms of my loan. On XXXX XXXX, XXXX, I sent a certified letter to Key Bank and XXXX XXXX XXXX. As of today XXXX XXXX, XXXX, I still have not received a from either of them. I feel Key Bank committed several industry regulatory violations by changing the payment of my loan without my consent, providing me with incorrect information, changing the original terms by extending my loan duration beyond its original length and not notifying me of any changes they mad. I did not consent to any of this and need the following question answered by Key Bank. 1 ) How can Key Bank & XXXX XXXX not keep records of our conversation /meeting that we had in his branch in XXXX of XXXX? How can Key bank not keep records of meetings with their customers? This is a regulatory violation! I was given specific information by the branch manger and if that is not correct then Key bank is liable for this. 2 ) How can Key bank make any changes to my Home Equity Loan account without notifying, me, the account owner of the change? This was done twice, once in XXXX XXXX & XXXX XXXX. This is another regulatory violation. 3 ) My bankruptcy attorney says that Key bank should not shut off my paper statements without notifying me and even if they did, Key bank should have turned them back on when my bankruptcy was discharged in XXXX of XXXX. All of this, does not excuse Key bank from making changes to my account without notifying me first. I view this as another regulatory violation. Why did this occur? 4 ) I require a detailed explanation as to what specifically caused my payment to decrease in XXXX of XXXX and what specially caused the payment to increase in XXXX of XXXX. 5 ) During the time frame of XXXX XXXX to XXXX XXXX, I need to know how theses unauthorized changes effected my specific loan. A ) Was there any missed payments of principal on this loan? B ) Was interest being added to my loan balance without my authorization? C ) Was the terms or length of this loan extended or changed in any way?
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received a credit card in the mail from Key Bank that I never requested in any way. They were totally unable to explain why this would have occurred to my satisfaction. I think they 're opening " fake accounts '' in the same style as XXXX XXXX. I would like this investigated and to hold whoever is responsible for it accountable.
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: After speaking with multiple representatives from Key Bank and XXXX, I am still unsure as to the why I am no longer eligible for forbearance. I am told by the representatives that I have already exhausted my time in forbearance ; however they will not or can not explain the policy or law-basis for the time limit. Simply put, I would like to understand what the forbearance time limits are and what, if any, similar options are available. I finished my degree on XXXX XXXX, XXXX. As such, I do not have the financial resources to pay the required amount owed. So, in an effort to determine and understand my forbearance options, I contacted both XXXX and Key Bank multiple times. My most recent attempt was a call on XXXX XXXX, XXXX which resulted in an attempted transfer to a manager by the representative, which resulted in 30-plus minute hold and then a call disconnect. Because, after multiple requests, I have not received an explanation as to the basis for the exhausted time allotted for forbearance.
Company Response:
State: FL
Zip: 32958
Submitted Via: Web
Date Sent: 2017-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX XXXX, my wallet was stolen while I was visiting my grandmother in XXXX, TN. I noticed fraudulent charges on my Key Bank XXXX even though the card was PIN protected. I immediately reported this to Key Bank. They assured me that they would get this resolved and I was advised by the service representative to not make any payments - until I received confirmation via mail that the charges had been cleared. I never received any sort of confirmation and it is now XXXX. In lieu of the confirmation, I did receive two late charges of increasing value ( I was able to get the first one waived ). In addition to these fantastic gifts from Key Bank, I also began to receive phone calls from their debt collection department saying that my account was delinquent. Last week, I explained in detail to the collections representative ( XXXX ) the aforementioned series of events, and I informed her that I have no issue paying my debt - so long as Key Bank did not report my account as delinquent to the credit bureaus. She agreed to note that in my account details, and said that - as long as I paid the payments for XXXX and XXXX XXXX ( totaling {$160.00} ) - my account would be in good standing and not to worry. Well I paid {$200.00} XXXX Im no mathematician, but Im pretty sure thats {$39.00} more than my overdue balance ). Okay great, so thats the end of that right? WRONG. I log into my credit reports this morning, XXXX XXXX XXXX, and notice that my credit scores had dropped by XXXX and XXXX points since XXXX XXXX XXXX. After some investigation as to why this has happened, I discovered that Key Bank has listed my XXXX as XXXX days overdue. I call Key Bank again with two directives - waive this usurious late charge and correct the status of my account. After many transfers and long holds, the service representative ( XXXX ) advised me that theres no account notes, nothing she nor her supervisor can do, and to contact the dispute department when they open on Monday. Im nonplussed honestly. I went from having good credit to poor - right before I plan to move across country, and get an apartment. How am I supposed to do that now with poor credit? In addition to all of this, I cant even see my account balance. When I go to check it online, it just shows XXXX XXXX XXXX [ **** ] XXXX paydown to {$0.00}.!! DO NOT DO BUSINESS WITH KEY BANK!!
Company Response:
State: IN
Zip: 46112
Submitted Via: Web
Date Sent: 2017-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-08
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Key Bank credit-card customer service stated XX/X/17 my card had been "blocked" - that a "block" had been put on my credit card but could not explain why and/or the reason for this. Key Bank credit-card customer service also stated that in order to receive my new credit card (with new expiration date etc.) I must pay my entire overall balance in full.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2017-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am just amazed at what Key Bank sent me dated XX/XX/XXXX. Key bank is claiming that I was sent letters on the following dates :XX/XX/XXXX XX/XX/XXXX I never received anything and the tracking number XXXX ( see attached ), per USPS, is invalid. Proven by the tracking number, I do not think that they mailed me anything, I never received anything.
Company Response:
State: CA
Zip: 90403
Submitted Via: Web
Date Sent: 2017-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XXXX XXXX 2017, around XXXX, my brother in law and I went to Key Bank to open a saving account. I carried a total of {$120000.00} cash ( which included 4 bundles, {$30000.00} each ) I handed to XXXX the first bundle and wished to deposit to my account. XXXX XXXX and XXXX guided me into the Branch Manager 's office to go through the transaction. XXXX went to retrieve the money from counting machine, which showed only {$29000.00}. She then informed me that the first bundle was short of {$500.00}. She carefully divided them into {$5000.00} each stack and gave them back to me. I then gave her the rest three bundles for the total of {$90000.00}. Meinast counted out this amount, but she did not place this in front of me, she placed it off to the side, instead. I told them that I wanted deposit {$100000.00}. I gave XXXX XXXX XXXX stacks, that XXXX gave to me earlier, that were {$20000.00} more to deposit into my account. She turned to me and asked how much I wanted to deposit into my account. She asked this knowingly that I had given her the wrong amount of money. I repeated that I wanted to deposit {$100000.00}. After this confirmation, neither employees presented my money in front of me, but instead, they both go to the back area of the bank for around 20 minutes. XXXX printed out and handed me the receipt for the transaction. On the receipt, the transaction was only for {$100000.00} even though I had handed over to them {$110000.00}. They did not give me back the extra money that I did n't deposit. When I left the bank, I had realized that both XXXX and XXXX had taken my remaining money. I could n't confront them because the bank was closed for the day and was also closed the next day due to XXXX 's XXXX XXXX. When I arrived home, I immediately called the bank. The male whom answered the phone did not identify themselves, I told my situation to this person and he said " I do n't think so. '' On Monday, XXXX XXXX, I returned to the XXXX Key Bank branch to speak to the XXXX. I was only able to introduce myself before the XXXX started yelling at me to leave the bank. He said that a lady will contact me whom has the clearance to view the cameras within the bank. This person calls me and then tells me that the footage on the cameras only showed that I handed to XXXX and XXXX only {$100000.00}. I had asked to speak to XXXX, but the branch XXXX told me that she had taken the day off due to sickness. On XXXX XXXX, I called XXXX to file a complaint. The phone operator that I had spoken to told me that they had emailed the branch already concerning my case. They suggested that I go back to the branch as they had already received the email. On XXXX XXXX, I returned to XXXX Key Bank to state my case again. Neither XXXX or XXXX were there but I was met with XXXX. After telling XXXX my situation, he told me that he could n't do much to help me. In conclusion, I had given XXXX {$10000.00} extra and instead of returning that amount to me it has gone missing. I lost {$10000.00}.
Company Response:
State: OR
Zip: 97086
Submitted Via: Web
Date Sent: 2017-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A