Date Received: 2017-10-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Made a deposit on XXXX XXXX in the afternoon, bank is holding it until Thursday XXXX XXXX because I had {$2.00} in the account and made a deposit. So due to me spending money in my own checking account, and then depositing a payroll check from XXXX XXXX a hold was placed on the check. So the excuse is invalid because I 'm only using my banking account how I see fit ; within their guidelines, even. I 'm not sure the last time a multi-billion dollar company bounced a {$360.00} check, so there 's no reasonable doubt to be had. So there 's no legal reason to have had a hold placed on the deposited check. Even though it was deposited online, according to the " Check XXXX XXXX '' even an electronic image is handled as a real check. The excuses are bland, murky, and have no place being thrown around in what should be a professional, efficient environment. It 's completely illegal to do this in the first place, according to the " XXXX Funds XXXX XXXX ''.
Company Response:
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2017-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-10
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I made a loan 15 years ago to finance a boat with KeyBank. I have the contract which states that I must pay {$390.00} for 180 months. I have fulfilled that debt. Then at the end of my term, the bank sends me invoices stating that I owe {$1500.00}. But I can not get them to tell me what is the breakdown of that charge. I have already paid off the loan per my contract. There is not any late fees owed. In XXXX, I drove to XXXX Ohio from XXXX Ohio ( about 50 miles ) to talk to someone in person regarding this loan. I spoke to XXXX XXXX at XXXX regarding this matter .She promised to look into this matter, and get back with me. She never called me, and would not return my phone calls. I did finally get ahold of her boss, and he told me that he does not make adjustments at his bank. All this time, KeyBank continues to send me invoices stating that I owe approximately {$1500.00}. they continue to call me. I ask for a breakdown of that amount, andthey say that they do not have the resources to tell me what is the breakdown, or that they are just a call center in the XXXX etc. Finally about XX/XX/XXXX, I XXXX a sales and marketing manager who works for KeyBank in XXXX ( about 4 hours away from me ) and his secretary provides a contact for me who is XXXX XXXX XXXX at XXXX. That was a long shot, but I finally got ahold of someone. XXXX states that she ca n't really give me a break down of the charges either, stating that she does not have the manpower to breakdown the loan either, and it is not an option that the loan department offers. So I have to ask, I have fulfilled my contract. I have paid 180 payments of {$390.00}. And I really need to know what is the breakdown of the {$1500.00}. I have a copy of my contract. I asked XXXX to not submit poor credit rating to XXXX while we are working on this matter. But she states in the email that she can not stop the poor credit reporting. I have credit over 800, and they are going to hurt my credit. I asked them to stop just while we work on this matter. I have fulfilled my obligation to the bank .I have the copy of my contract. The bank did give me my payment history, and I can see on their side that my payments have been made. So, I need to know the breakdown of the charges that make the {$1500.00} that they request. They ca n't tell me wither what is the breakdown. They state that they do n't have the manpower to do this. I am requesting that all credit reporting be stopped until we get to end of this matter.
Company Response:
State: OH
Zip: 45601
Submitted Via: Web
Date Sent: 2017-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I received a letter last week about a checking account being charged for inactivity for months. I had no idea I even had this account with KeyBank, as I closed out all of my accounts there months ago. I went into the bank to investigate, as I have had many online account opened not by me at this bank previously. The branch member told me he would investigate and get back to me. A couple days later he contacted me saying he could n't find any info about it. I informed him that I received a bank statement for this account. He looked it up and informed me it was opened online out of a branch in XXXX XXXX and told me the name of the person. I do not know this person. He told me he would further investigate. I did not hear back from him so I tried to contact the Fraud Department, which Customer Service after 25 minutes would not transfer me to. The branch member contacted me and stated I needed to come in and file paperwork with him directly. He would try to get the maintenance fees and inactivity fees refunded and then close the account and give me the balance, but only once it is confirmed by the fraud department. I have taken multiple vacation days to deal with these issues. I now may be out {$580.00}, and still nothing is settled. I had asked them months ago to put in place no online accounts be allowed to ever be opened, but it seems that did not stick. They keep insisting I must have identity theft, but as I had to purchase XXXX because of this, no other activity has ever been found.
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my insurance with XXXX for 20 years now as long as I had my mortgage with KeyBank. I 've had wind damage to my roof and when I contacted XXXX they told me my insurance was cancelled back in XXXX because KeyBank did not submit the escrow. KeyBank clearly said they are at fault. So now I had to get new insurance and they are requiring my to replace the roof. I have contacted KeyBank and still no response even though in the Email to XXXX they clearly say they are at fault and will apply back insurance from my cancellation date due to the error.
Company Response:
State: CT
Zip: 06512
Submitted Via: Web
Date Sent: 2017-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been having an ongoing problem with processing and credit reporting on my line of credit since Key Bank took over from XXXX XXXX. When Key took over, the following month my credit score dropped drastically. Upon checking my credit report, I found that it stated that the credit limit on my loan was actually the outstanding balance, and therefore had me at 100 % debt to credit ratio on my account, which negatively impacts the credit score. When you look at the summary of the XX/XX/XXXXcredit report from XXXX, you can clearly see that they are used {$330000.00} as the credit limit to figure the debt to credit ratio and not {$450000.00}. See attached. XXXX stated that the info they provided was being supplied by Key. Key always stated that they were reporting the limit correctly as {$450000.00}. In XX/XX/XXXX, my credit report finally did state that the credit limit was {$450000.00}. See attached. ( I do not know why it is in in a different format than the others ) This was the first credit report since Key took over that actually stated this. This dropped the debt to credit ratio to 63 %, from the previous 100 %, but the damage to my credit score had already been done. In the 12 months prior to Key, my credit score ranged from XXXX-XXXX. After Key took over, it dropped to XXXX, with NO missed or late payments, and with the only negative factor being the debt to credit ratio as being 100 %. I called XXXX to find out why the credit limit was reporting ( correctly ) as {$450000.00} that month and they told me that Key bank manually input the credit limit on XX/XX/XXXX. I subsequently applied to refinance my loan with Key. I received a letter from Key bank stating that I could get a free copy of my credit report based on my application. See attached. I got this report in XX/XX/XXXX, and once again, the credit limit was reported wrong. It stated the credit limit as {$340000.00}, and used that number to calculate debt to credit, once again erroneously. I complained again to Key, and once again they stated they reported accurately and as {$450000.00}. I called XXXX again to get an explanation. FINALLY I got the answer to what was going on. XXXX policy states that " If the credit limit is not reported, XXXX will use the high balance instead '' And this means every month. If the credit limit is not supplied in any given month, XXXX, and the other reporting agencies, will use the high balance as the credit limit. Upon further research, I determined that Key bank does not report the credit limit every month. That is the problem. It is not that they are reporting it incorrectly, they just are not reporting it AT ALL. And the credit reporting agencies will not use a previously reported credit limit, because the limits may change. XXXX XXXX had reported the credit limit EVERY month. The worst consequence of this is that because Key did not report the limit in the first month that they took over, the credit bureaus took the high balance as the credit limit. And since they did not use the XXXX XXXX high balance, they had no reference point, so the outstanding balance and the high balance were the same, putting the debt to credit ratio at 100 %. I reported this to Key. Branch personnel and loan servicing realized what the problem was and sympathized. The problem however was they were not allowed to do anything about it. My case, and my entire Key banking relationship is entirely controlled by XXXX XXXX in the Executive client relations team. He sent a message to my branch which was read to me that stated " I have gone over this with XXXX XXXX repeatedly, and what we are reporting is accurate. There will be no further reporting done on this matter. If XXXX XXXX continues to pursue this matter, we will be forced to take action against him. '' XXXX XXXX has interfered in my loan application and states that he can close my accounts and keep me from getting a loan if he decides to. My entire fate is up to him. He has told all employees of Key that they can have no contact with me and everything goes through him. When I speak with him, he states that his decision is final, I am wrong, and there is no one else that I can speak with. He has the final say and I can not complain about this or anything else to any superior of his. And this is just because I am complaining about a legitimate problem which Key has not resolved for nearly a year. He is not the CEO, but states that he has total power to do this and he even has the power to stop me from getting a loan. This is where the problem is at now. I need someone else besides XXXX XXXX to deal with this. I am not wrong about what is going on, and saying that everything is reporting correctly in the face of evidence to the contrary is not the answer.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-05
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: received an offer from Key bank advertising " receive {$400.00} with depositing {$500.00} in a Key Bank Checking account within 30 days from the account opening and keep it there for 180 days ''. When I signed up for the account online I was only allowed to deposit a max of {$400.00} into the account at that time which I did upon signing up. Once the account was set up and I had my account information I then deposited the other {$100.00}. This was roughly dated back to X/XX/17, then 180 days goes by with me maintaining a balance over {$500.00}. So I then check my account once the wait period has passed and I do n't see a credit to my account so I then called the customer service line. From talking to them they said I had to make a deposit of {$500.00} within 30 days of opening the account, which I was unable to initially because they limited me to a max of {$400.00} when I initially signed up because of the offer. This seems very shady to me because when initially when signing up they do n't allow you to comply with the requirements of the offer.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2017-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I do paperless banking with key bank. I monitor my accounts, including my buusiness credit card balance online and on the key bank app. I received a call yesterday that there is a 53 days late payment with payment of {$100.00} due. The balance on my online banking is showing XXXX balance, which i conveyed to the bank representative calling and asked that They not charge me late fees and withdraw any derogatory report to credit bureau. I made a full payment of {$600.00} to close the matter, but I asked for refund of all late fees considering that that balance was not visitble to me and is still not. The customer service declined to do so and could not see or access the accounts in question to verify. While I am now closing the credit card with key bank, I feel that they are not doing enough to rectify a problem that they are responsible for and not willing to withdraw any report to credit buearau.
Company Response:
State: ME
Zip: 04005
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-30
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Several weeks ago I was given information by a Key Bank agent regarding a new checking account and an available {$300.00} promo. I took said advice, alas, as it turned out the agent led me astray. I then talked to various Key agents ( weeks after I initiated the promo ) including a supervisor and a local branch manager to no avail. The branch manager states that there is no one to attach the problem to, as there is no way to retrieve the phone call in question with the Key agent who said I was literally " good to go '' in terms of the new account promo. Please note : I followed the Key agents precise instruction/advice as it pertains to the promo ; they gave me that information after looking at my former account with Key which I had to close due to an inability to log in online at the time. As it turned out, my online problems were apparently due to the a bank merger they were going through, but by the time I connected the dots, I had already closed my account. I have included an exact copy of a letter that I gave to the bank on XXXX XXXX 2017 ( the branch manager said it would be a smart thing to do so that she could forward it to someone higher up ) Lastly, I just talked to XXXX, the local branch manager at my Key Bank ( at about XXXX today XXXX XXXX ) and she bluntly stated that I can further escalate this issue ( I asked and received a phone number to call ) but she said I will get a " no '' in terms of help. Her confidence about my situation being a lost cause ( my words ) makes me feel even more eager to escalate matters.
Company Response:
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2017-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX 2017 I faxed an ACH Change Transfer Authorization to Debit Account form to the KeyBank NA loan service center to change the date of the automatic payment transfer out of my KeyBank checking account. Request - change date of transfer to the XXXX of each month. - On XXXX XXXX I faxed a an ACH DELETE Transfer Authorization to Debit Account form to the loan service center to stop all automatic payment transfers out of my key checking account. -Yesterday XXXX/XXXX/17 two payments were deducted from my key checking account for the same loan payment. No payments should have been deducted. My account balance was {$120.00}. It is now negative XXXX {$590.00}. ) Not only did the bank transfer funds that were in my account without my authorization, but I now can not access any funds to meet my day to day needs, including a direct deposit child support payment that went into this account yesterday, XXXX/XXXX/17. - I spoke with KeyLoan service center employee XXXX ( emp # XXXX / ref # XXXX ) t : XXXX and she confirmed that the key loan service center processed the first form XXXX XXXX XXXX 2017 ) form on XXXX XXXX 2017, after they received and processed the XXXX XXXX 2017 request to stop automatic transfers, resulting on XXXX/XXXX/17 in two payments being automatically deducted from my key checking account - neither were authorized by me. First an automatic transfer of XXXX and a second transfer " curtailment of XXXX. '' XXXX agreed to refund one payment and reverse any NSF fees, but refused to return both payments to my account. Both payments should be returned - neither payment was authorized by me. See attached screen shot of unauthorized payment transfers. Thank you for your assistance.
Company Response:
State: NY
Zip: 14217
Submitted Via: Web
Date Sent: 2017-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This is regarding My business account with KEY BANK XX/XX/XXXX received a letter stating they will close my account beginning from XX/XX/XXXXand totally by XX/XX/XXXX- they gave me a reason of closing account of " the reason for closure is that your account relationship poses excessive risk to the bank. '' My background is from XXXXXXXX XXXX. I have tried to talk to the compliance department and giving all of my paperwork that they need to leave account open. When i go to the branch and make deposits I get that notion that they do n't want me there, and one day when i was at the branch I heard in the back someone said they do n't need my kind there. Now i could of return to them and said stuff back at them out of anger. But i left and that 's when i have gotten the letter in the mail of account closure. That is clearly against my right. to have been treated like that.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2017-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A