Date Received: 2017-08-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Late last year Key Bank acquired XXXX XXXX XXXX. Around the time of conversion, Key Bank posted my payment for both my Mortgage and Home Equity incorrectly ( XXXX and XXXX ), causing me to show as delinquent. I received several phone calls telling me that they were attempting to collect a debt, after I did research I found that they posted the payments incorrectly. I explained this information to them, they said they would fix it. The next month I received the same phone calls saying my payments were past due. After approx. 3 hours of phone calls ( trying to get to an individual that would be able to help me ) they acknowledged their mistake and provided me with a letter saying it was their error and no negative information was reported. I pulled a Credit report, and they did in fact report me as 30 days past due twice ( XX/XX/XXXX and XX/XX/XXXX ). I again spoke to several people at Key Bank and even made a trip to my local branch. They said the issue was corrected and again gave me documentation stating I was not past due at any point during my loan. Fast forward to last night, when I applied for a new mortgage, and was told my rate would be 1/8 higher then quoted because my credit score was below XXXX on two of the major credit reporting companies. Upon looking at the credit report, it was noted that 2 of the companies are showing I was late with my Mortgage held by Key Bank. The one that was not reporting me as past due had my score above XXXX..enough to get the lower rate. So now because of Key Banks error and their incompetence to make the correction correctly, I am now going to be paying more for my mortgage in addition to the {$32.00} I just paid to see my full credit report. I have never been late on my mortgage or my HELOC and I am beyond upset that because Key Bank made several errors, which they have admitted to, I am going to be paying more for my new home. Does not seem fair to me.
Company Response:
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have paid our KeyBank home equity loan current with KeyBank, yet out account continues to sit in foreclosure status for no good reason. We have spoken to numerous representatives of the KeyBank since XX/XX/XXXX to resolve this matter with no success. We are beyond frustrated and have come to the conclusion that the only way this matter will be resolved is by filing a complaint with CFPB. The following describe the steps that we have taken to bring our account current and have it finally moved out of the foreclose department. Our certified check has been lost twice by KeyBank Branch XXXX located on Delaware in XXXX NY. During XX/XX/XXXX I contacted KeyBank to inquire the total amount needed to bring our account current. After being quoted several different amounts by different KeyBank representatives, I obtained a certified check for the amount of {$3500.00}, which was the highest quote we were given. I was advised that that this would bring our account current through XX/XX/XXXX. We submitted a certified check for the above stated amount to a teller ( do not have her name ) at XXXX XXXX as I was advised to do by KeyBank. After about a week, I called KeyBank several times to confirm the status of our account and that the our account was in fact current. On one of those calls, I spoke to a XXXX XXXX, he stated that our check had not been applied yet. We waited another week and called KeyBank, yet again. We were told that our check still had not been applied and no one could find the check. We returned to Branch XXXX and spoke to the same teller that we had submitted our check to, to see if she could locate it. She searched and miraculously located our check in some " junk drawer '' that appeared to contain a slew of other misplaced checks or other correspondence. This same teller, sent our check out again. We witnessed her put our check into a big yellow envelope to be sent off to processing Center in Ohio. We followed up with KeyBank and was advised, yet again, that no check was ever applied and now our account was sent to a foreclosure attorney. Our check was lost by KeyBank yet again. After talking to several KeyBank representatives, I was provided a reinstatement letter by XXXX XXXX XXXX, from bank XXXX. She finally gave me this letter on XX/XX/XXXX, which now had addition late charges and fees. ( attached is a copy is copy of letter ). We called customer service repeatedly to dispute the additional fees and demanded that they be removed. We advised that we would not have another certified check reissued to KeyBank with the additional fees, and that was KeyBank is negligent for losing our check twice. It has prevented us from bringing our account current. Many of the representatives we talked to would read the account notes and confirm that it indicated our checks were lost, but took no further action to actually help us resolve the issue. In XX/XX/XXXX, We spoke to XXXX representative XXXX, and finally felt like she wanted to help. She agreed to e-mail XXXX in the mortgage department to inform her of XXXX losing our check 2 time, and that we demanded all fees and late charges from XX/XX/XXXX forward be waived, and then we would take steps to reissue the certified check and bring to bring our account current. XXXX contacted us back and informed us that XXXX would waive the fees, only after she receives a e-mail from the manager of Branch XXXX stating that the check was lost 2 times, and that we tried to pay our account current on XX/XX/XXXX. Returned to KeyBank branch XXXX and spoke to manager, XXXX XXXX. XXXX e-mailed XXXX the information that she requested and that his branch did in fact loose our check. On XX/XX/XXXX, XXXX XXXX, left me a voicemail message, confirming that he had been in communication with XXXX and that she agreed to waive any late and legal fees from XX/XX/XXXX. Attached you will find a copy of my visual voicemail from XXXX confirming the above information. The voicemail is saved should you need to hear it. With the confirmation that all fees would be waived, we wanted to reissue the certified check and send out immediately. We spoke to XXXX and other representatives to request a reinstatement letter to document and confirm the exact amount needed to bring our account current. We requested this numerous times, but never received anything. Finally, we told XXXX that we were contacting our attorney, that is when we finally were transferred to XXXX XXXX, we again requested a reinstatement letter confirming amount and itemized print out of charges. XXXX agreed to provide requested information, but we still have not received anything in the mail as of todays date. However, XXXX did quote us the amount of {$3800.00} and stated this would bring our account current and covered our next payment coming due on XX/XX/XXXX. She also confirmed that all fees had been waived. We E-mailed XXXX on XXXX and requested that she send an e-mail confirming above stated quote and information, for our documentation. Those e-mails have been attached for reference. Certified check in the amount of {$3800.00} was XXXX next day air on XX/XX/XXXX. Next payment due on XX/XX/XXXX. On XX/XX/XXXX, I called to make XX/XX/XXXX payment since we are still unable to make payments online. We speak to XXXX XXXX, again, she confirmed that our check was received and applied, but that our account is still in foreclosure status! XXXX stated that XXXX still has not waived the fees ( that she previously agreed to waive ) and until she does, our account will remain in foreclosure. XXXX further stated that XXXX is the only one who can waive the fees. Even given this information, we insist that XXXX take a check by phone to apply to our XX/XX/XXXX payment. We fear that our payments would fall behind again, and/or we would be slapped with more late charges. XXXX argued against taking our check by phone because it has to be applied certain way when account is in foreclosure. At our insistence, XXXX took our payment, but in review of our bank statement, it had never been cashed. Now, the XX/XX/XXXX payment and XX/XX/XXXX payment are overdue. We have no recourse to get current on this account until KeyBank does what it needs to do. At this point we are feeling extremely frustrated and defeated. We do not know what else we can do.
Company Response:
State: NY
Zip: 14216
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: My name is XXXX XXXX and I have an auto loan with Key Bank. In the month of XXXX I applied for skipping a payment because I lost my job and I was going through financial tough time. They approved me for that month so I did n't make any payment. Next month they 're start making hundreds of harassing phone calls from the collection department that I missed a payment. I suppose to have a skipped payment for that month they said I never sing the latter. I never get any latter from them and I told them to resend me the latter again but never get that latter from them. Now they 're reporting it to my credit bureau and it 's really hurting my credit. Also I 'm worried about they are going to reposition my car. So tried to work with them about that issue and they refused to help about this matter.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Went thru a remodication process with XXXX XXXX XXXX. Have been paying the agreed upon amount for years!! $ XXXX- which I was told was combined 1st and heloc. Initially in 2006 1st mtg was {$1200.00} and heloc was {$150.00} a month XXXX XXXX sold to key bank and none of the agreed paperwork is on record and they have started foreclosing. I 've called and mailed 6 letters asking and showing my issues. To no avail. Even attempted using a housing counselor. She ca n't get thru either. Now I 've been making the full payment and they are sending me {$400.00} back monthly for overpayment. But not halting the foreclosure. This is my home. My parents have now been served by sheriff too. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2017-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern, I, XXXX XXXX XXXX, hired XXXX XXXX, in XX/XX/XXXX after receiving a Summons of Pending Foreclosure, dated XX/XX/XXXX concerning my home located at XXXX XXXX XXXX in XXXX, NY, a home I have lived in since XX/XX/XXXX. The Summons of Pending Foreclosure was initiated by a Law Group from XXXX, NY called XXXX, Such and XXXX representing Keybank. The Summons of Pending Foreclosure also included my son XXXX XXXX XXXX name and although he has experienced some credit issues, he was never associated with my home loan which was taken out the year he graduated from high school. In XX/XX/XXXX, I took out a second mortgage, Home Equity Line of Credit from Keybank for {$50000.00} with a variable rate. I never missed a payment nor was provided with updated loan information. In XX/XX/XXXX, Keybank stopped sending me mortgage statements and never provided me with any information concerning this matter until I received the Summons of Pending Foreclosure from XXXX, XXXX XXXX XXXX. I called Keybank on several occasions and was told that they couldnt speak with me due to it being in litigation. I knew then that I needed an attorney and hired XXXX XXXX to assist me with this matter. XXXX XXXX attempted to resolve the issue with XXXX, XXXX XXXX XXXX on several occasions prior to going to court. She sent me copies of letters that she mailed them on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, requesting information on the reinstatement of the mortgage. She never received a response. I then received a court date from the State of New York Supreme Court in XXXX County. Index No. XXXX. XXXX XXXX and I appeared in court before Judge XXXX XXXX XXXX, XXXX on XX/XX/XXXX. I had provided all necessary paperwork to XXXX XXXX prior to our court date. In court, all parties appeared to be concerned and confused regarding the situation and the case was adjourned for modification. I was summons to court again on XX/XX/XXXX. XXXX XXXX and I again appeared in court before Judge XXXX XXXX XXXX, XXXX. At that time, XXXX XXXX told XXXX XXXX that she hadnt completed the proper paperwork and that we would be unable to return to court. In XX/XX/XXXX, I received an Order of Reference in Mortgage Foreclosure from XXXX XXXX XXXX XXXX, XXXX Index No. XXXX, which ordered that XXXX XXXX XXXX, XXXX of XXXX XXXX was appointed Referee to ascertain and compute the amount due upon the bond ( s ) /note ( s ) and mortgage ( s ) being foreclosed in this action. XXXX XXXX assured me that she was handling the situation and told me to start sending payments to Keybank via her office from XX/XX/XXXX through XX/XX/XXXX. I sent {$1000.00} as my first payment and then sent {$600.00} per month. In XX/XX/XXXX, XXXX XXXX office was closed and I was unable to make contact with her. At that time, I began sending payments in myself. I later found out from XXXX XXXX XXXX XXXX XXXX, my bank, in late XXXX, that almost all of my checks were returned to my bank except two which appear to have been cashed by Keybank. I began sending my payments myself. I couldnt reach XXXX XXXX and I attempted to contact XXXX XXXX, the court appointed Referee and he said that my case was on hold due to XXXX XXXX not completing a mortgage modification. I met with another lawyer, XXXX XXXX, for a consultation in early XX/XX/XXXX, and when she called XXXX XXXX, he indicated that my case was on hold due to a bankruptcy. I never filed for a bankruptcy, however, I received a letter in the mail dated XX/XX/XXXX, addressed to me from the United States Bankruptcy Court in the District of Delaware regarding a Chapter XXXX Bankruptcy for XXXX XXXX, XXXX. The complete Notice of Final Report may be viewed by accessing the courts website at XXXX XXXX XXXX. I am unsure as to whether or not this has something to do with my aforementioned situation. I was unable to contact XXXX XXXX, whom has all of my records locked in her office, unable to obtain clarification from the court appointed Referee XXXX XXXX, and unable to find another attorney in this area that could take on a case appointed to XXXX XXXX. I contacted XXXX XXXX XXXX XXXX Chambers and was finally advised after being told over and over that they couldnt provide any legal advice, to contact the XXXX County Bar Association whom advised me to contact XXXX XXXX, XXXX. I am requesting either an appeal or continuance with this regards to the resolution of this matter. Interestingly enough, my credit score has not been impacted by this matter. Im questioning the validity of my original Home Equity Line Of Credit ( HELOC ) agreement with Keybank, whether or not Truth in Lending Act ( TILA ) violations have occurred, whether Ive been the victim of fraud, and how to go about resolving this matter. I have heard that XXXX,XX/XX/XXXXXXXX have been found to be guilty of robo-signing documents and fraudulent foreclosures in the article XXXX, XXXX XXXX XXXX Fraudulent Foreclosure gets slammed by XXXX XXXX XXXX in XXXX, NY. I have read the Case : XXXX v. XXXX, XXXX XXXX XXXX XXXX, Dist. Court XXXX New York XX/XX/XXXX/Class Action-Collection of Unearned Legal Fees, Unincurred Costs States Claim Under FDCPA. I have read the case XXXX v. XXXX, XXXX XXXX XXXX from the United States District Court XXXX District of New York. I have read the case of XXXX v. XXXX, XXXX XXXX XXXX, XXXX.I have heard that there are Class Action Proceeds Against XXXX, XXXX XXXX XXXX, XXXX, that they have been found to be in violation of the General Business Law 349, and that their firm has been sanctioned according to XXXX. Keybank has also been found to be in violation of various laws as shown in XXXX v. Pretend Lender-Keybank National et al. naming XXXX, XXXX XXXX XXXX in its case. I believe that I have been the victim of foreclosure fraud and am disheartened by the fact that this case has been able to proceed through XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX and the State of New York Supreme Court of XXXX County without question. I am requesting help and assistance from either the NYS Bar Association or the Attorney General. Sincerely, XXXX XXXX XXXX
Company Response:
State: NY
Zip: 13440
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX, 2017 we deposited a check in the amount of {$66000.00} XXXX dollars into our Key Bank account. At the time of deposit, we were provided a XXXX Collections Form from XXXX XXXX No other notices have been provided. As of XXXX XXXX, 2017 we have 1 ) not received the funds 2 ) the bank can not provide us any information about the check, when we might expect the funds to be in our account, or even what the expected amount of the deposit will be in US dollars. Upon contacting the bank branch, we were told that they did not have any information however the Relationship Manager would call on Monday and try to obtain a status. No call has been received from said Relationship Manager. On Monday, XX/XX/XXXX I called Key Bank to initiate a complaint, and was told it would take approx. 5 business days for a return call. At this point, it has been 17 business days ( not including Saturday ) and we have received no information whatsoever from the bank, nor do they seem inclined to be concerned on our behalf.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX ( now owned by Keybank ) allowed a payment to go throught that I did not make to a payday loan. When they investigated it they wanted me to speak with company and give my personal info out. I refused and XXXX XXXX sided with fraudlent company. I continued to fight them even filed complaint with CFPB when it happened. I was going through a bankruptcy and included this in it and was discharged in XX/XX/XXXX. While going to op ; en a new checking account it was found they have me listed fir XXXX owed to them
Company Response:
State: NY
Zip: 14228
Submitted Via: Web
Date Sent: 2017-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: X/XX/17 - ACH Payment made thru XXXX XXXX for rent payments in the amount of {$200.00} and {$43.00} X/XX/17 - XXXX XXXX account shows payment applied. X/XX/17 - KeyBank available balance reduced by {$200.00} and {$43.00}, however transactions DO NOT appear, funds are simply " removed '' X/X/17 - Keybank available balance increased by {$200.00} and {$43.00} X/X/17 - XXXX XXXX receives returned funds and charges my account with 2 {$20.00} NSF Fees X/X/17 - Keybank claims account NEVER was reduced by {$200.00} and {$43.00} - no attempts to ACH ANY funds were ever made by XXXX. Claims I am incorrect and funds were NEVER removed. X/X/17 - Attempt # 2 - {$200.00} ACH Payment made thru XXXX XXXX for rent payment in the amount of {$200.00} X/X/17 - XXXX XXXX account shows payment applied. X/X/17 - Keybank available balance reduced by {$200.00} - however transaction DOES NOT appear, funds are simply " removed '' - Available balance {$1.00} X/X/17 - Available balance {$1.00} X/X/17 - Available balance {$1.00} X/X/17 - Available balance {$1.00} X/X/17 - Available balance {$1.00} X/X/17 - Available balance {$200.00} - {$200.00} ACH has once again been returned to account, Keybank claims no funds were ever removed from XXXX and balance on my account has been {$200.00} since X/X/17 - yet everyday I checked from X/X/17 thru X/X/17 - Available balance had the {$200.00} payment removed - no transaction showing as to who was holding it - and XXXX to charge another {$20.00} NSF Fee
Company Response:
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Key Bank I am a 50 % beneficiary ( Proof of Death ) on my mothers bank account. I provided a certified death certificate and the bank will not issue the 50 % balance. They stated that Key Bank policy is to require both parties must be present in order to distribute and close my deceased mothers account. I have done the following to remedy this issue. Call customer service number " multiple '' times and logged complaint Bank XXXX Ref # XXXX one example. Request customer service to escalate to corporate and they stated this was a branch decision. When to a second branch office and they stated the same policy. Request the contact information for the Key Bank Compliance Officer an was denied information. Request that I send a e-mail my complaint in a e-mail which they to forward and they denied this request as well. My mother had accounts at other financial institutions and I was able to withdraw my percentage without have other beneficiary present. ( i.e. XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX. )
Company Response:
State: MI
Zip: 48335
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-08
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I received a letter from XXXX XXXX ( a dept collection company ) on X/X/2017 informing me that they were the legal owner of a dept I owed from more than 20 years ago. I called the agency to gather more info and the collector went on to tell me they had access to FBI files and he could give me the name of my neighbor if he wanted. He also said they we 're going to file a judgement and the debt would be on my credit report for 6 years. I do not believe I owe this debt and the practices used during the phone call were very threatening. I am also worried that this company obtained my personal information for fraudulent purposes.
Company Response:
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2017-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A