Date Received: 2017-12-01
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: I had a IRA certificate of deposit that I opened with XXXX XXXX XXXX that Key bank took over. Upon the maturity of the certificate and transfer to another bank, Key bank kept {$25.00} transfer fees for itself. When I opened the certificate at XXXX XXXX XXXX in XXXX 2014, there nothing in the contract that I signed that stated I would be charged a transfer fee. Key Bank took over my ira from XXXX XXXX when it took XXXX over, but that does not give Key bank the legal right to change my ira terms without my consent.
Company Response:
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-01
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My checking account with KeyBank was hit with 5 fees of {$38.00} in 2 days for returned amounts that were being withdrawn from XXXX. I understand one fee for not having enough money, but almost {$200.00} in fees over 2 days? How am I supposed to regain financial footing if my bank is slapping me with all these fees? From XX/XX/XXXX - XX/XX/XXXX {$190.00} in fees were charged to my account for {$87.00} that was returned. One transaction was only for {$4.00}.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: KeyBank sent me credit card convenience checks ( 0 % until XXXX 2019 ) with a slip attached to the checks stating Fee : None. The accompanying letter mentioned : " with a 0 % fee for transferred balances, you can use your checks to : ... travel and entertain ... write yourself a check .... '' And : " ... for a limited time only, you 'll enjoy our 0 % fee for transferred balances using these checks! '' There is no mention anywhere of a fee for using the checks to deposit cash into a checking account. On the reverse of the letter it states : " Is this ... subject to the terms and conditions of my cardmember agreement? A : Yes, except as otherwise described in this offer. The offer is clearly intended to mislead and make customers believe there is no fee for using the checks in any way. To be sure, I called KeyBank and was put on hold twice, and then told that the " no fee '' provision was only for transferred balances. I did not use the checks, have no damages, but am notifying the CFPB of this misleading offer. Let me know if you want me to scan documents to you. Also, please note that a XXXX search for Consumer Financial Protection Bureau resulted in a list, at the top of which are XXXX and XXXX.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I sent two endorsed checks for deposit into my Key Bank account. The checks were sent by USPS with signature required. The checks were for {$41000.00} and {$910.00}. Per the USPS, the envelope containing the checks was signed for in the XXXX Post Office by XXXX XXXX on XXXX XXXX 2017. Since that time I have been in contact with numerous Key Bank " customer service '' representatives. Each time I have to start over and recount my activities to date. Each time I am promised a representative will get back with me. After the first 3-4 calls, I have had no one call back to follow-up or provide status. The last contact I had was with the bank was XXXX when I was informed the package had been located/received in the XXXX office XXXX XXXX. I was further informed by the USPS Postal Inspector who was handling my inquiry, that they received word from the bank that the envelope with my checks was located in central processing/XXXX. This was the last information I have had and as stated previously, Key Bank has been less than responsive/helpful. Your assistance in helping me to get the checks located for certain and credited to my account is requested.
Company Response:
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened a Key Bank Express Checking Account at Key Bank with Personal Banker XXXX XXXX. This account was opened under the documented, written account award agreement ( Key Bank promotional offercopy available upon request ) that I would receive a {$200.00} award for opening said account. The written agreement and promotional offer stated that one would receive {$200.00} when you open a Key Express Checking Account between XX/XX/XXXX and XX/XX/XXXX and make a direct deposit of {$500.00} or more and a combination of five debit card and/or bill payments within 60 days after account opening. A review of my bank statements since I opened this account clearly reveals that I met the Key Bank requirements for the award ( copies of said statements available upon request ). The written, documented record of my activity with this account reveals the following : 1. ) Account was opened on 1XX/XX/XXXX in the Key Bank XXXX XXXX branch office with an initial deposit of {$50.00}. 2. ) Written and electronically submitted documentation authorizing direct deposit of my payroll check to the said account was sent by my employer XXXX XXXX to its payroll processing department on XX/XX/XXXX ( copy available upon request ) 2. ) The direct deposit of {$500.00} or more required for compliance for the {$200.00} bonus offer was made on XX/XX/XXXX in the amount of {$600.00}. 3. ) Within the 60 day period additional direct deposits over the {$500.00} threshold figure were made as follows : -- XX/XX/XXXX -- {$620.00} -- XX/XX/XXXX -- {$540.00} -- XX/XX/XXXX -- {$580.00} 4. ) Within the 60 day period a total of approximately 80 debit card payments and/or bill payments were made out of this account The above documented, written data and evidence unambiguously show that I met all of the necessary and sufficient requirements to obtain the {$200.00} award. I have attempted to resolve this issue telephonically in the following calls and conversations : 1. ) Tuesday, XX/XX/XXXX7 at XXXX XXXXI called Key Banks XXXX XXXX office and spoke with XXXX. She told me that it appeared that all of the requirements for the {$200.00} award were met and that she would contact the district office for guidance and get back to me by XX/XX/XXXX. 2. ) Friday, XX/XX/XXXX at XXXX XXXXI called Keys XXXX XXXX office and had another conversation with XXXX. I told her that nothing had yet been done. She said that she was still waiting for a response from the district office and that she would get back to me the following week. 3. ) Tuesday, XX/XX/XXXX at XXXX XXXXI called Keys XXXX XXXX office and asked for XXXX. XXXX XXXX answered the phone and said that she was busy with a client and asked if he could take a message. I asked about the status of my {$200.00} award. He said it was still being researched by the district office and that XXXX would get back to me. 4. ) Monday, XX/XX/XXXX at XXXX XXXXI called your Keys XXXX XXXX office and left a detailed message on the general voicemail stating that Key Bank had not met its obligations under the agreement and that I had opened the account under false pretenses ( i.e., the account was opened with the expectation that the {$200.00} award would be deposited into my account by XX/XX/XXXX ). 5. ) Monday, XX/XX/XXXX at XXXX XXXXXXXX XXXX of Keys XXXX XXXX office called my phone number and left a voicemail for me to return his call. 6. ) On XX/XX/XXXX, I sent a demand letter to XXXX, branch manager ( certified mail, return receipt requested ) to the Key Bank XXXX XXXX branch 7. ) On XX/XX/XXXX, I faxed another demand letter to XXXX, branch manager at the Key Bank XXXX XXXX branch 8. ) Monday, XX/XX/XXXX at XXXX XXXXI called XXXX XXXX back on his direct line and restated my case. He stated that when he filled out the paperwork on my account that he did not put in the appropriate promotional code for the {$200.00} award. He blamed the error on me stating I had said that my XXXX check would not be deposited within the 60 day requirement period. I recall stating that I would turn in the direct deposit request form ( see the enclosure ) the next day ( XX/XX/XXXX ) and that the first check should be deposited in the 60 day period. It is obvious that I completed the form with XXXX on XX/XX/XXXX and that the first payroll check was deposited into my Key Bank Express Checking Account on XX/XX/XXXX. 9. ) On XX/XX/XXXX, I sent a demand letter to XXXX, branch manager ( certified mail, return receipt requested ) to the Key Bank XXXX XXXX branch ( copy available upon request ). 10. ) On XX/XX/XXXX, I faxed another demand letter to XXXX, branch manager at the Key Bank XXXX XXXX branch ( copy available upon request ) The above stated scenario makes it crashingly obvious that my award of {$200.00} for opening the Key Bank Express Checking Account should have been deposited on XX/XX/XXXX. Given the verified, written documentation outlined and summarized above, I request that the {$200.00} award be deposited into my Key Bank Express Checking Account.
Company Response:
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I went into key bank opened a new account put {$50.00} bucks in as required to open the account the very next day they block my account. so after multiple days of calling I was advised due to bad banking with key back over 5 years ago they were closing my account the issue is when I first tried to open an account with key years ago they did the exact same thing opened the account said my credit was to bad blocked it and charged me fees. Not being allowed to have the account is fine but they charged me {$24.00} for checks even though they immediately block the account and I want my money back I cant use these checks they should not have proceeded to open the account if they were n't going to approve me im sick of being XXXX by key bank this Is the second time I never even had a chance to use the fist account because they did the exact same thing so I cant see how that was considered bad banking. then they send me a letter telling me they might report this as negative on my credit no way worst bank ever
Company Response:
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My identity was stolen on or around XXXX XXXX. During the time period of XXXX XXXX - various accounts were opened in my name. One of the companies Key Bank, i notified on XXXX that fraudulent accounts were open in my name. i spoke to someone on the phone at location below. KeyBank Fraud & Disputes Hotline XXXX XXXX XXXX XXXX XXXX, OH XXXX XXXX XXXX, A Fraud & Disputes Hotline Analyst at Key Bank that i spoke with indicated to me on the phone that there were actually more than 2 suspicious accounts in their system in my name open. He said i should mail documents in to them, which i did on that same day. I submitted all required documents - including a police report, my identity theft claim and all documents they required to the address listed above. to date, no one has contacted me in writing or by phone to indicate these accounts are closed. i want a letter in writing-not a phone call - that all accounts fraudulently opened in my name ( XXXX XXXX or my maiden name XXXX XXXX ) are closed. I have to date, NO accounts with KEY BANK at this time that i opened on my own. i am filing this complaint wanting help in getting this matter resolved.
Company Response:
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mother had home equity line of credit with Key Bank of XXXX Maine as of XXXX. Before she XXXX of XXXX on XXXX XXXX, XXXX she made sure the equity loan was paid off. Last payment of {$4.00} sent on XXXX/XXXX/XXXX. On XXXX XXXX, XXXX I signed a sales agreement for the house. On XXXX/XXXX/XXXX the title company for the buyer of our home found that this home equity loan had never been discharged. Our closing date was XXXX XXXX, XXXX. My realtor went to the local Key Bank branch where the loan originated on that day and explained the situation. I had e-mailed him her XXXX from XXXX along with her XXXX certificate, a copy of her Will and a copy of the checkbook page showing when it was paid. The only thing the teller said she needed was a copy of the house being sold, which my realtor left with her. On XXXX XXXX I went to the same branch office and they said they could n't help me, that I needed to call the headquarters. I called headquarters and they said they could n't talk to me if I was n't on the account. I told them I just wanted the lien discharged so I could sell my house. I was given a reference number and a fax number to Documentation Management.. I sent them a letter explaining the situation, along with 13 other pages. On XXXX XXXX I called and spoke to a different person who told me the reference number did n't exist and I needed to fax the documents to a different number. I did so and was given a new reference number. I again told them I just wanted the lien discharged so I could sell the house. At this point the closing was moved up to XXXX XXXX but had to be cancelled. I explained that it was urgent as the house was closing on XXXX XXXX. On XXXX XXXX I called again and spoke with XXXX and at this point I was very frustrated. She could not find anything under either reference number and said she could not talk to me about the situation until it was proven I was the sole heir. I again explained that I just needed it discharged, that someone had dropped the ball back in XXXX. She advised me to go back to my branch office and have them fax the documents and to get confirmation. I did so, taking time off from work. XXXX said she would call me on the XXXX and I said that would be too late. She said she would call just to make sure everything had been done. She did call me on the XXXX and said she still could n't talk to me about the loan. On XXXX XXXX I had to make my first mortgage payment on the new house I had purchased of {$530.00} which included interest of {$380.00}. If my closing had happened on time I never would have had to make a payment. On XXXX XXXX I spoke to a former Key Bank employee who told me they actually have 60 days to discharge the loan or they get fined. I looked on the registry of deeds and found that it had finally been discharged on XXXX XXXX, XXXX but when I spoke to XXXX on the XXXX she told me nothing had been done. This whole experience has been a nightmare and I hope Key Bank is held accountable for an error that was made over 3 years ago. I was very fortunate the buyers held in there, as this could have ruined the sale. As of this date, XXXX XXXX, I still have not closed on this house
Company Response:
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: The account was open in 2014. I am not sure who open an account, but it is reported and I am having trouble opening any account. I call the back to see if I had an account with them, but they said they do not have any record of me having an account with them. It report the account was pay in full and it was close for account abuse. Also the address they have on file is the address my sister use to resign as a resident not me.
Company Response:
State: TX
Zip: 76116
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have been a full time XXXX XXXX XXXX XXXX since XXXX. I completed a XXXX in XXXX in XXXX. During my time at college I had to take multiple student loans to pay for my education. The loans included Stafford loans, Perkins loans, and Key Alternative loans. The companies involved are XXXX XXXX XXXX XXXX XXXX, XXXX ( XXXX XXXX ), XXXX ( XXXX XXXX XXXX ), XXXX XXXX XXXX, and finally XXXX. I feel that I was pressured and talked into multiple consolidations that overall were very detrimental to my loan balance. I pursued a career in XXXX XXXX because I knew that after 10 years of service I would be able to receive loan forgiveness in my federal loans. Since the majority of my loans were federal this in theory would have worked out. I was unaware at the after consolidation to a private company this would not be available anymore. The company such as XXXX XXXX did not adequately relay this information to me and talked me into the consolidation. I have just about all of my loan statements. I consolidated one last time with XXXX just because they offered one of the lowest rates. I feel that the companies first listed defiantly preyed upon me as a college student with little money. At this time my balance is XXXX, XXXX this after almost 10 years of full on time payments. At this rate I could have been an XXXX.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A