Date Received: 2017-09-26
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I depositeda cashier 's check XXXX/XXXX/XXXX, at my account in Key Bank ; checked bank XXXX/XXXX/XXXX and teller said funds would be available in morning, XXXX/XXXX/XXXX. I received cashier 's check per XXXX XXXX mail received - letter is attached. I transferred 2 money grams to address assigned, after checking account for availability of funds. Each was {$930.00} and each cost was {$11.00} per transaction. I work 2 jobs and also received pay from 1job on Friday XXXX/XXXX/XXXX. I periodically checked account through the weekend and had over {$300.00} in my account. I checked account Monday XXXX/XXXX/XXXX and was over {$1900.00} negative. I called customer service at Key Bank at XXXX PM and was told it was just a hold on the check. I asked if I should put a hold on my account so no other funds would be withdrawn, but was assured by rep that balance would be over {$300.00} in morning. I called customer service today, Tuesday morning at XXXX and was told same, by XXXX it would fall off and balance would be positive. I checked at XXXX : and still negative. I called customer service and was told it was not valid, no funds available and to try reaching out to XXXX XXXX. I assured him that I had been trying. I went to the Key bank in XXXX and was given the # for fraud. I went home and called the fraud department and asked about reimbursement and how I could have carried out transaction if funds not available. I was told that they did not have anything to help but filed dispute. I do not want to see anyone else go through this but also feel the bank has to be responsible for misrepresentation. I am terrified as my direct deposits from work will continue to go toward a negative account that just continues to go in the negative. I ca n't pay bills, buy food or anything and I am really terrified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2017-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Department of labor sent me a direct deposit. To my checking account keybank closed my account.i been trying to collect my balance for three months everytime i call keybank tells me that they dont have to talk to me.i just want my money.my account didnt have a negative balance .i dont understand i just want my money.
Company Response:
State: SC
Zip: 29678
Submitted Via: Web
Date Sent: 2017-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: on XXXX XXXX, 2017, I received a letter from Key Bank closing our checking account for : your account relationship poses excessive risk to the bank. I had the same bank for over 43 years ; I have NEVER had any issues, such as over drafting or anything. When I received the letter I went to the bank and they informed me that : they or I can terminate the business relationship at any time without any explanations, thus, they dont need to provide me with any reason. That I was a great customer never had problems with me or I with them and " I 'm sorry is nothing that we can do ''
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2017-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-24
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I attempted to close all of my accounts with Key Bank after they closed their local branch. I XXXX out my accounts. They began charging maintenance fees and then taking money off of a checking plus ( credit line ) account without contacting me. They have now done this for several months and I was n't aware of any of these charges until I received a past due notice. I have called, the customer service rep said they would contact the branch to have the charges reviewed and reversed. It has been 10 day. My complaint is that I keep getting calls from an international service center on behalf of Key Bank. They call me on a known number with my account and then start asking me for the last 4 digits of my SS #, and when I refuse my address and DOB. There are way too many scams going on in the world for a reputable bank to be calling consumers and asking for NPI via phone. I 've told them this several times and they insist it is for my safety. I asked the one of the last CSR for her social security number, children 's names, and their DOB none of which she would provide. Point proven I thought, but then I got another call. Consumers fall prey to phone scams because legitimate banks use XXXX service centers and XXXX procedures for identifying customers.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Original loan was with XXXX XXXX. A few months into payments I was sent an offer by XXXX XXXX to skip a payment and add it to the end of the loan. I signed the documentation sent via mail and sent it back. All was well until Key Bank assumed loan. During that transition, Key Bank informed me that my loan was 30 days behind. I explained to them that under the offer and terms I agreed to with XXXX XXXX, I was on time and I accepted the skip a payment offer. Key Bank could not verify this as they could not access their system. I called numerous times over a 3 month period and spoke with several folks at Key Bank. They could not figure it out and they took weeks to investigate all the while they were reporting me as being 30 days late for months. I explained to them that as an example there have been 18 payments due since loan origination and I have made 18 payments. They could not figure it out and they continued to tell me they had no access to XXXX XXXX computer systems to verify. How can this be if they assumed the loan? Key Bank tried to fix the issue by applying the skip a payment to the end of my loan however they continued to negatively report to the three bureaus and never reversed the 30 day late payments. I also made additional payments but problem has not gone away.
Company Response:
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2017-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had to file two complaints with the Better Business Bureau against Key Bank. Both complaints were closed with a recording of unresolved and dissatisfied. I clicked on the link that CFPB sent me in an email on XX/XX/XXXX to inform CFPB that this matter still has not been resolved. However, when I logged on to CFPB website to check the status of my complaint, it was listed as closed. Therefore I am submitting a new complaint because this matter has not yet been resolved. Key Bank has not deposited my {$300.00} bonus into my account. I met the requirements to receive the bonus therefore Key Bank needs to deposit the bonus into my account as soon as possible because this problem has been ongoing since XXXX of this year. On page 10 of the 20 page pdf file titled Key Bank complaint, the document states : " Offer Code XXXX has been applied to this account. '' On page 13, the document titled Key Bank Account Details, lists the date of my Opening Deposit as XXXX XXXX. On page 18 is the email that I sent to XXXX XXXX which contained a pdf attachment of my relative 's Key Bank Account Detail which also lists the date of their Opening Deposit as XXXX XXXX and it also shows that they received their bonus and the bonus was listed as " {$300.00} Gift From Key Bank For Recent Offer ''. Therefore, I questioned XXXX XXXX as to when I would receive my bonus. OnXX/XX/XXXX, I visited the branch in person and requested my {$300.00} bonus and for a new debit card to be mailed out and as of this date I have not recieved either. I have attached 3 pdfs for review to proof these facts.
Company Response:
State: OH
Zip: 44135
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I write as XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX purchased a {$94000.00} CD from Key Bank XXXX XXXX XXXX, XXXX. The CD matures tomorrow, XXXX XXXX, XXXX. On XXXX XXXX, XXXX, Key Bank mailed notice of approaching maturity with instructions for contacting Key Bank with instructions on whether to reinvest or redeem. I called Key Bank and received an XXXX XXXX email that said Key Bank would need three notarized documents for XXXX XXXX XXXX XXXX to get back its invested funds. At considerable inconvenience, I submitted the three notarized documents along with a cover letter requesting that Key Bank send the proceeds to XXXX. My cover letter requested that Key Bank call me if it had any questions. I called on XXXX XXXX to confirm that Key Bank had received my instructions. The person I spoke to, XXXX, said the documents had been received and were in legal for review. He suggested I call back today, XXXX XXXX. I called back today and was told that Key rejected my submission as inadequate because the cover letter was not notarized. I protest : 1 ) Key Bank creating costly notarizing rules before it will redeem the CD funds ; 2 ) Key Bank not promptly contacting me about any deficiency in the submitted documents 3 ) Key Bank demanding notarizing of the cover letter not requested by its XXXX XXXX emial. I submitted the three notarized documents Key Bank 's XXXX XXXX email requested and still ca n't get back XXXX 's funds on the maturity date tomorrow.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The past XXXX of Key and the culture of his administration has relied on the motto XXXX XXXX XXXX. Key has increasingly externalized critical transactions such as transfers through anonymous call center personnel in other countries, where records have supposedly vanished and a bankruptcy of accountability prevails where and when expedient. Disputes over fees, misc. costs, fines, failure to transfer funds, etc. are deflected in a process where Key requires that these disputes be pursued with the Credit Bureaus and that it should be first processed through Key Bank. Obviously, these disputes are not with the Credit Bureau, which is of course only reporting Keys input. The dispute is with Key that uses Credit Bureau scoring as threats that can damage their clients borrowing ability, business line of credit, costs of insurance, etc. When these transactions such as money transfers through call centers in XXXX are contracted, it serves to externalize accountability of Key and masks their documentation of inbound calls, misinterpretation of client instructions and errors as simple as missing the submit button or forgetting to enter a transaction on their computer screen. When Keyss XXXX XXXX XXXX in Ohio is confronted with the details including identification of personnel making errors, the dismissive response is to bury the inquiry in XXXX pages of irrelevant white wash. If CFPD would like to make a difference, it would find a mother load in Keys exportation of liability to other countries to avoid accountability in Ours.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2017-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was in XXXX, Mi today, XXXX/XXXX/XXXX. I usually use a branch located in XXXX XXXX, Mi. I needed to withdraw {$500.00}, from an available balance of {$640.00}. I attempted to withdraw through the drive-through around XXXX at Key Bank- located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX. After submitting my valid id and withdraw slip I waited 15 minutes to have the teller tell me I could not withdraw as the money was on hold. She said I could come into the branch and resolve this. At this point I had to wake up my XXXX XXXX XXXX and bring him inside with me to withdraw my money. I pulled up my online banking which clearly shows my total available balance. the tellers kept saying they could not see where my {$500.00} deposit originated. It came from my mother on XXXX, not that that is any of their business. It had cleared and always has instantly. I was told it had not " hard cleared ''. They could not explain why I could use my debit card, or withdraw from an atm but could not walk into a branch with valid ID and withdraw My available funds. I was being racially profiled and discriminated against in a suburban area. My finance withdrew {$330.00} from a branch in an urban area hours later with no problem. I called key customer service and filed a formal complaint. I asked about their policies and asked if the status of the funds had changed at all since I was inside of that bench. I was informed that the amount had been available I was denied access to My available funds. The customer service agent apologized and agreed that the funds should have been allowed with valid ID. I was told that was wrong and that someone would call and or email me. But no resolution came about. I took everyones names and am filing a complaint here because my civil rights have been violated. I am contacting a lawyer to pursue a lawsuit and dismantle illegal racial discrimination.
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received on XXXX/XXXX/XXXX a letter from XXXX XXXX, XXXX. of the law firm of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. The letter is attached. In it are listed additional fees, including property inspections, valuations, " XXXX Membership Fees, '' which, if XXXX reviews this case over the last year, and the relevant actions of Key Bank and the XXXX, are unreasonable collection expenses, in violation of our loan agreement, but also are being assessed BEFORE foreclosure and before case mediation, in violation of NYS law, I believe, CPLR Sec. XXXX, but I might be confusing this section of law with another. Please see my complaint dated XXXX/XXXX/XXXX for the correct citation. This action also has the effect of destroying equity, in violation of XXXX 's prohibition against predatory servicing and how " equity stripping '' was viewed by the XXXX of XXXX of XXXX and is now viewed by the CFPB. I spoke with XXXX XXXX on XXXX/XXXX/XXXX, and she is researching Key Bank 's obligation to provide a named Key Bank employee with the authority to negotiate a workout, something that will be required of Key Bank in the foreclosure process. I want to be clear about this obligation, because I do not think I was clear with XXXX XXXX in our phone conversation. Only the president of a corporation - outside any specific delegation - has the authority to negotiate a contract for the corporation. I do n't think XXXX XXXX XXXX is planning on negotiating for Key Bank, so Key Bank must delegate that authority to someone, whether it be XXXX XXXX, who is the regulatory contact for the CFPB, or someone else. It CAN NOT be Key Bank 's attorney, which is what XXXX XXXX XXXX represented to me in our phone conversation of XXXX/XXXX/XXXX. Indeed, XXXX XXXX 's professional ethics would prevent her from acting as a principal ; she may only act as an advisor to Key Bank. I am still awaiting the identification of this employee at Key Bank and have been waiting now for over a year.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A