Date Received: 2017-09-06
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: A title loan ( refinance ) was opened on XXXX/XXXX/XXXX with Key Bank. This institution is based in XXXX, Ohio. I live in XXXX Kentucky. There were branches nearby at the time of taking out this loan. Since this time, all Kentucky branches have closed. The account was paid in full ( online ) on XXXX XXXX, XXXX. Since this payment was made, Key Bank sent a Lien Termination letter with notarization, but did not otherwise seek to release the lien with the XXXX XXXX Clerk 's office. On XXXX XXXX, XXXX, I traded this vehicle at a dealership in XXXX, Kentucky. Since this time, both the dealership and I have tried to release the lien on the vehicle with no success. Kentucky requires that form TC XXXX ( as required by the Kentucky transportation cabinet ) be completed by the lien holder and will not accept a lien termination letter. Key Bank does not have this form on file and has failed to attempt to release the lien. They have only sent extra copies of the lien termination letter. I have been forced to fill out this form and fax to Key Bank with the hopes that they will comply and fax a copy, with a forwarded original to the XXXX XXXX XXXX 's office.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been accessing my account normally for the past year except now for the past week ( XX/XX/2017 ), the key.com website does not open and consequently I can not log in to my account. The notice given is " Error has occurred, page can not be found or does not exist ". For the past week I have been in touch with Key Bank Customer Service with out result. I live in XXXX XXXX, XXXX, and checked in several other States all resulting in the same problem. The conclusion I have come to is that there is a problem with the key.com website that does not allow it to open in XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2017, I attempted to close my checking account at Key Bank and since the bank charges for a bank check, the teller suggested I take the amount in cash. I received {$3700.00} mostly in {$100.00} bills. I counted the money before leaving the teller and placed it in an envelope provided by the bank. I went from there directly to XXXX XXXX XXXX to deposit in my savings account. When the teller counted my cash she immediately determined that one of the bills was counterfeit and confiscated it. They called Key Bank as a courtesy to check if they had any other bad bills. The next day I went to Key Bank to see what they would do and after profusely apologizing, they said the first thing they needed was proof that the bill was counterfeit. I stopped again a couple weeks later and was told that after checking with someone in a main office they were told that once I left the bank it was my responsibility, not theirs, and they were not going to do anything. The problem is, I know they gave me a bad bill, and the local branch knows they gave me a bad bill, but the official word is " We are not responsible ''. So I am out {$100.00}!
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: This letter is an attempt to resolve a dept with Key Bank on a credit card issued to me. On approximately XXXX XXXX of XXXX, my company XXXX, asked if I would like to be transfered to the XXXX XXXX for a position with XXXX in the XXXX. I accepted the position and made arrangements to get my work Visa, and start moving my household from XXXX XXXX Minnesota to XXXX XXXX XXXX. I called Key Bank about my credit card in XXXX of XXXX that I will be staying in the XXXX XXXX on a work visa for five years. I gave them my XXXX XXXX work address of XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX so I could receive my bills and make payments. I then proceeded to perform the physical move to the XXXX XXXX and arrived on XXXX/XXXX/XXXX. I used my credit card while in the XXXX XXXX, but then realized that I was not receiving any of my bills, or statements to make payment arrangements. I then called Key Bank in XXXX of XXXX, stating " I am not receiving any of my bills and that I need to make payments ''. The support person on the phone stated that the address was still my old address in Minnesota. I then proceeded to give here my permanent address in XXXX where my residence was. I then asked how can I make my payment right now as I am late. When trying to give them my XXXX debit card over the phone she stated that the card did not work. I then asked how I can make a payment to my account and setup a automatic payment through my checking account at XXXXXXXX XXXX. The support person then stated that I needed to call the international banking center in Ohio. I then called the international banking center in Ohio on the following evening and there a support person could not give me a routing number, swift code to make payments on the credit card. He stated that he can not give me the information and that I would need to send a check in US funds to a XXXX drop box and this would be the only way to pay my bill. I then obtained a bank draft from XXXX XXXX and sent approximately {$400.00} US dollars and XXXX the check to them along with an old statement to be certian that the monies were deposited to the proper account. I then waited again and still no communication as to wether the payment was received, what the status of the account was, or anything. I then stopped using the credit card because I could not make any payments. I tried to pursue this further, but found that my efforts were futile. I asked to login to a website to see the statement and they said no. I had to give up my efforts as the I was not getting anywhere with this issue. Then I was forced back to the United States. On XXXX XXXX, of XXXX, I was informed that my position with XXXX was in jepoardy of being made redundant and on that day was instructed to go home. On XXXX XXXX of XXXX XXXX informed me that my position was made redundant and that I was no longer working at XXXX. I tried to find positions in the XXXX, but because I had a Tier 2 sponsored Visa with XXXX that was terminated I no longer had the right to stay in the country and no employer would sponsor me. On XXXX XXXX of XXXX I arrived back in the United States and trying to get my life back in order. I have the same issue with XXXX XXXX where I was not mailed a final statement to close out a cell phone that I had from the United States. The issue with XXXX has been resolved and I paid the {$550.00} dollar amount to clear my credit. I do have an outstanding dept of {$260.00} dollars with XXXX XXXXXXXX XXXX as I could not transfer monies between the accounts because of technical issues so I closed the account or so I thought. In closing I do not know what else I could do, there was no communication between Key Bank, XXXX XXXX, or XXXX XXXXXXXX XXXX. My employer was aware of my new address. I thought that my address was changed with the United States Postal Service online, but see by my XXXX credite report the addres remained the same.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Key Bank charged me an over draft fee on a day when more money was deposited than was withdrawn, because they " processed '' the deposit after the withdraws, even know there website clearly shows the deposits being processed first then the withdraws.
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Key Bank has charged unspecified " Assess Attorney 's Fees '' for an account that it has arbitrarily deemed to be " in foreclosure, '' starting, I believe, in XX/XX/XXXX, although Key Bank has not served legal papers. In my opinion, in accordance with CFPB regulatory interpretation of Dodd-Frank that prohibits " predatory servicing, '' this is the proper course of action because there is still substantial equity in the home. Key Bank is a nationally regulated bank regulated by the CFPB, such that the CFPB has regulatory responsibility to enforce Key Bank 's compliance with state law. New York State Law CPLR 3408 prohibits the charging of attorney 's fees for the bank 's required participation in a mediation conference at the beginning of the foreclosure process, during any loss mitigation efforts or if, in the opinion of the court, the bank is not negotiating " in good faith. '' Heretofore, for about a year, Key Bank has refused to participate in mediation as provided free of charge by the New York State Attorney General ; specify a bank employee negotiator ; specify any negotiator until XX/XX/XXXX when it specified its outside counsel, XXXX XXXX XXXX, who has yet to respond to my request at the beginning of the month for a teleconference ; nor has it offered any loss mitigation other than a payment in lieu of foreclosure while refusing to pay for the substantial equity in the home. Under these set of facts, I believe no reasonable XXXX court would allow attorney 's fees until after the settlement conference and any loss mitigation efforts have been explored and applied. Moreover, the original loan contract allows for the collection of reasonable attorney 's fees but only through the due process of a legal proceeding, where the mortgagee would have notice for what the fees are being charged and the opportunity to be heard, not as unspecified ad hoc fees assessed before foreclosure. Attached are copies of several of the most interesting of these monthly bills ; others starting in XXXX often have bills have an unspecified {$15.00} " XXXX Attorney 's Fees. '' The consequences of assessing attorney 's fees prematurely is the attempted denial of XXXX Process to the mortgagor extremely important in cases where the mortgagor defaults or does not receive service and the acceleration of the allowable date for foreclosure by burning off equity, in utter predatory fashion. I would also point out that New York XXXX 's court rules now require lawyers involved in debt collection to warrant, as a matter of professional conduct, that the existence and the amount of any debt collected in the XXXX of New York is valid. Because I believe Key Bank is not accommodating NYS law in its computerized statement generation, I think CFPB should investigate ; this situation affects all New York XXXX borrowers in default and deemed by Key Bank alone to be " in foreclosure. '' Attached are also the texts of XXXX emails XXXX so I do not have to send them as paper filings, I have copied them to a XXXX XXXX file ). The contents of the emails speak for themselves ; I simply call to the CFPB 's attention that these emails were sent to XXXX XXXX, Key Bank CEO, XXXX XXXX, Senior VP and Manager of Consumer Debt Collection and Key Bank 's specified workout negotiator, its outside counsel, XXXX XXXX. I have received no responses to these emails in any form of communication.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Beginning onXX/XX/XXXXXXXX XXXX, 2017, I began to receive letters from KeyBank stating that five new accounts have been opened in my name. I am not a KeyBank customer and they have opened a line of credit for {$30000.00} in my name. They have opened savings and checking accounts in my name. They have opened credit cards in my name. These accounts for credit total over {$100000.00}. I have repeatedly called customer service and the fraud department. The first call on X/XX/17, XXXX told me it was a mistake and just ignore the letters. This was escalated to XXXX ( # XXXX ) who said she could do nothing or give me any information. This was escalated to XXXX who said five accounts had been opened in my name. She assured me the accounts would be closed. They have never been closed. I called again onXX/XX/XXXXand spoke with XXXX who refused to give me her ID number or contact information. She said I could not have the account numbers or when and how they were opened. This was escalated to XXXX XXXX who said she would not give me the account numbers, credit lines, or any information that is needed to file a case with the county sheriff. I repeated asked for this information and she declined each time. She specifically stated she would have an investigator contact me. She refused to tell me if the accounts were closed. She finally admitted these accounts were still open. I asked to have them closed. XXXX refused to do anything to close these accounts. Even after repeated phones calls, no investigator has ever contacted me. I asked to speak with the FDIC Compliance Officer. XXXX refused to do this. XXXX said she would have them call me. They have never called or followed up ;. After receiving another KeyBank credit card onXX/XX/XXXX, I called the fraud department again. XXXX refused to give me the account numbers and vital information to complete the FTC Theft Affidavit. She said no managers were available to speak to me. She finally put a supervisor on the phone, named XXXX XXXX. I explained I needed the information to file the police report and to give to the FBI since it is being forwarded to the IC3 division for investigation. XXXX refused to give any information and said the FBI would have to subpoena the records and that she would not give them to me. After speaking with the FBI later that day, they referred this to the Secret Service to investigate specifically in the areas of cyber, banking and finance. Previously, if identity theft has taken place, the people used different addresses. KeyBank opened all of these accounts with my address, phone numbers, and personal information. During my conversation with the FBI agent, the discussion included the fact that all these accounts were sent to my home address. That means there is a possibility that these account were opened internally by KeyBank and not by someone using identity theft, similar to what XXXX XXXX had done. XXXX has refused to give me any of the account numbers. So far there as at least six accounts opened in my name.
Company Response:
State: CO
Zip: 80132
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have contacted Key Bank several times about the status of my credit report. I defaulted on my private student loans due to divorce and financial struggles. My loans were sent to collections to XXXX XXXX and I have been paying faithfully for a little over a year. I contacted Key Bank several times asking if my loan status on my credit report could be changed from past due to current since I have been making payments. Each person I spoke to send me to another department and when I finally spoke to the 6th person I was told the status of my loan could not be changed to current unless I paid the balance off in full. I am a single mom I do not have that type of money to pay balance in full. Since they wo n't change my credit report I can not get a home loan. I am spent do n't know what else to do.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2017-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I filed a complaint with the Better Business Bureau against Key Bank. My first complaint was assigned ID number XXXX. From XX/XX/XXXX through XX/XX/XXXX, Key Bank was not cooperative with the Better Business Bureau and the case was closed and the BBB reported the complaint as unresolved. On XX/XX/XXXX, I filed a second complaint with the BBB and the second case was assigned ID number XXXX which was also closed and the BBB listed it as dissatisfied. My first complaint is that Key Bank has not issued my {$300.00} bonus that I am entitled to because my direct deposit occurred within 60 days of account opening and I have a document that states : Offer code XXXX has been applied to this account. My second complaint is that Key Bank has not refunded the {$7.00} fee charged on XX/XX/XXXX and the {$7.00} fee charged on XX/XX/XXXX in which I have an email from Key Bank representative XXXX stating that the fees would be refunded if I called in or came in. On XX/XX/XXXX I came in to the branch located at XXXX XXXX XXXX because that is where XXXX XXXX works and she handled all the email correspondence with the BBB to resolve both of these complaints. However, XXXX XXXX has not yet responded to these complaints even though Key Bank banker XXXX XXXX called XXXX from her desk to inform her that I was there to address these complaints. I have all the documents and emails concerning these complaints in which I can email or fax for review.
Company Response:
State: OH
Zip: 44135
Submitted Via: Web
Date Sent: 2017-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Payment made on XX/XX/XXXX from XXXX Checking account Key Bank calls XXXX XX/XX/XXXX @ XXXX to say payment is late I state above. Key bank representative advises me to file a dispute with XXXX Filed Online Banking Dispute with XXXX XXXX payment XXXX XXXX XXXX reaches out to Key Bank XX/XX/XXXX ( Biller will not speak to XXXX without Subscriber ) Key Bank stated they will not speak to XXXX without me XXXX closes dispute XX/XX/XXXX. Sometime in early XXXX called Key Bank with me, XXXX XXXX XXXX Online banking customer service to try to resolve issue, representative stated that payment would be applied to mortgage payment. I called Key bank on XX/XX/XXXX @ XXXX XXXX minutes transferred multiple times stated payment would be applied to mortgage XX/XX/XXXX payment made with XXXX check at Key bank location XX/XX/XXXX XXXX XXXX , NY Male from Key Bank ( did not state his name ) left voicemail on XX/XX/XXXX @ XXXX stating to return his phone call. XX/XX/XXXX collection department called @ XXXX ( 29 minutes call ) stating that my Key Bank mortgage is in delinquent status, I stated all the above. Representative was very rude so I stated I would rather call Key Bank directly to rectify. The same day, I called back Key Bank and spoke to customer service representative XXXX XXXX & XXXX on the phone 43 minutes being transferred back and forward Payment directly debt from Key account # around the same time ( will show on past Key statement ) XXXX was able to get Key Bank mortgage on 3 way and payment was applied XX/XX/XXXX XXXX left voicemail on XX/XX/XXXX at XXXX XXXX stating that they will be mailing out a paper check for the balance that should have been applied to the Key Bank mortgage. Paper check was dated XX/XX/XXXX ( see attached ). Received check from Key for overpayment that should of been applied to mortgage dated XX/XX/XXXX received check on / around XX/XX/XXXX which I deposited into our XXXX account via mobile banking on XX/XX/XXXX
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A