Date Received: 2017-07-19
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I personally, like to banking to KeyBank. But 2 or 3 years later on around 2016 they always close my account ( s ) without any reason to me. I have trying to apply a new checking account again and again, then the accounts were approved after that they closed on each every time were my account was approved. This is not an equal in the USA and not fair to me in the United States. I am not saying ; I have no bank to bank with, but just wondering why they doing this action to my? Plus, KeyBank is my local bank, but they are so racing to me. I am a human too. Thanks.
Company Response:
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I have submitted another request for this issue that was just closed without proper evidence under complaint XXXX. Again, KeyBank has failed to address that they continued to charge non-sufficient fund and return fees for an account that I closed in their branch. Note, I have had many discussions with KeyBank both in person at their branch, and via their call center in the XXXX. I am glad that KeyBank provided evidence of previous miscommunication with their XXXX center, resulting in a refund that they paid to me. I am not sure how or why this lack of communication continues to occur, but KeyBank has placed my name in XXXX for overdraft fees only, again sometimes charging as much as {$77.00} for a {$17.00} charge. My first question is specifically to the Consumer Financial Protection Bureau - is this legal? Is a company able to charge & XXXX for a {$17.00} return charge? Why, as a consumer, is KeyBank able to punish me for choosing to no longer do business with their bank and closing my account? As noted in my initial complaint, KeyBank has never paid a charge on my behalf, and my current balance with this organization is only from their service fees. My second question is for KeyBank - what responsibility do you take for not properly closing my account, as requested? Your response to my previous complaint was that you are taking no responsibility for your mistake, and continuing to assess overdraft charges for an account that was closed. In addition, how are you rectifying the situation with your call center? I am aware from speaking with your branch that many of your customers ( not only me ) have complained that your call center employees do not properly understand English, and I have a concern with how you are protecting my personal information when it is outsourced to another country.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XXXX XXXX 2017, I had XXXX pending transactions. The second transaction would cause my account to be overdrawn by {$0.00}. I had previously been told that when pending transaction will cause the account to overdraw, a deposit needs made by XXXX . I made a cash deposit before the cut off time on XX/XX/XXXX . This gave me an end of day balance of {$0.00}. However, on XX/XX/XXXX , I was still assessed a {$39.00} fee. Yes, I was charged {$39.00} for a XXXX XXXX overdraw. The supervisor XXXX - made an exception to the policy and provided me with a {$39.00} credit today. The issue was caused by Key Bank 's posting order. Because the transaction had been made in a prior business day than the deposit, the transactions posted first - even though they had not posted at the time of the cash deposit. The supervisor confirmed, had the deposit been made a day prior, or the transactions posted a day later, the deposit would have prevented a fee. However, because the transactions and the deposit posted on the same day - a fee was assessed. I had a similar issue in XXXX . On XX/XX/XXXX , I had a transaction overdraw my account by {$0.00}. I had XXXX additional pending transactions that would have overdrawn my account by a total of {$16.00}. On XX/XX/XXXX , the pending transactions had not yet posted and I had not received a fee. Before the required cut off time, I made a cash deposit of {$20.00}. This gave me a positive balance of {$3.00}. However, at end of day on XX/XX/XXXX , I was charged a fee for the prior, posted transaction of {$39.00}. This caused my {$20.00} deposit to not be enough and then I was charged XXXX additional fees of {$39.00} ( for a {$10.00} transaction and a {$5.00} transaction. ) Three days later on XX/XX/XXXX , I was charged a " Recurring Overdraft Service Charge '' of {$28.00}. So, essentially, for overdrawing my account {$0.00} and due to Key Bank 's posting order, I received a total of {$140.00} in fees. I made a deposit to cover the two pending transactions. When I viewed my account, there was not a fee yet. At the time of my deposit, I was provided with a balance of {$3.00} ( POSITIVE ). Yet, due the posting order ... The fee posted first, making my deposit insufficient for the other XXXX transactions and causing additional fees. I understand that I may not be the best customer. I understand why overdraft fees are in place. And when the fees are fair and the posting order not deceptive, I pay them. As much as I try to avoid them, sometimes life gets in the way. I 've definitely paid more fees than I 've had waived. However, I think we can all agree that a {$39.00} fee for a {$0.00} overdraw is unfair. The punishment does not fit the " crime. '' I think we all agree that {$140.00} for a {$0.00} error is unfair. The punishment does not fit the " crime. '' The posting order that key bank uses, in my opinion, is designed to cause more fees to customers. This, in my opinion, is an unfair practice.
Company Response:
State: OH
Zip: 43015
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX now Key Bank has wasted my time over a yrs worth with promising to give a loan they knew I would never be approved for and allowing me to submit offers on properties and then on two occassions for an inspection. I wanted to put a bid in on a home and needed a pre qual and they took two weeks to get that to me claiming underwriting had a lot of requirements to meet before issuing a letter. The first depisit I put on a home I lost because on the day we were told by the bank that I would not get the loan because of my CREDIT SCORE, but not told to call the sellers or the money would be lost. The rewuirement for the loan was that the applucant had to have proof of rental payments for a year and on both occassions of dealing with this bank they knew I was not a renter. I have lost {$1500.00} wasted realtors time along with my family 's time. It almost seems as if this was sport rather tham serious business. I was trying to purchase a house butI was told I did not qualify for that loan but could get FHA and seller declined but for dome reason Keybank mailed out mortgage letter which stayed in the possessuon of the neighbors for 3 days and finally given to me Opened with all my personal information. Was never buying home but kept getting letters and kept calling bank to tell them to STOP. I can not get the wasted time bank but do feel as though the bank she refund monies paid out for no reason. If you have any question you can contact XXXX XXXX who had a lot of dealings with this bank on my behalf.
Company Response:
State: MA
Zip: 01109
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was scheduled to close on Thursday, XX/XX/XXXX . On Monday, XX/XX/XXXX Keybank got word that I had opened up a new line of credit. I was told ( I believe by the next day ) to simply close this account and to provide the letter stating that I had done so. Of course it typically takes a few days to receive this documentation so a new extension was created through XX/XX/XXXX or before and my file was being sent back to clearing conditions. On XX/XX/XXXX my agent got word back that Keybank was trying to deny my loan because there was some paper work that was missing which I do n't understand because we had literally just had a date, time and place scheduled for closing. She was told that something had went wrong with the loan number in the system and that Keybank would possibly have to begin a whole new application and go through the underwriting process all over again. The issue is that because of several extensions prior to this, the seller which is a bank is not willing to extend our deal past XX/XX/XXXX . I feel like no one is giving me or my agent clear answers as to what is going on and I feel like there is foul play going on. It sounds like I 'm suffering because of the bank 's " error '' and that is totally unfair. I run a business out of my home and you have no idea how this has impacted me. Not to mention I put up {$2100.00} earnest money that I can not just afford to throw away. No one is calling back explaining whether or not we can meet this deadline or what happened exactly and it is very frustrating.The entire process has not been pleasant. If it is an error on Keybank 's part I feel like they need to provide a letter or something that persuades the seller to allow them the time to correct their mistake. I 've done my part as a buyer and should n't have to suffer for it. There is no reason why I should n't be able to move into this home.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I would like to have my bank KeyBank be able to work with active hours the app so I can quickly be able to receive my paycheck earlier than usual.
Company Response:
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2017-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received a credit card statement from key bank on XXXX/XXXX/2017 for a XXXX XXXX card that was closed or supposedly closed 4,5 or 6 years ago??? I spoke with Key on XXXX/XXXX/17 at XXXX XXXX and they said that the account was closed and it was a glitch in the system, I asked them to send me an email or letter stating that the account was closed, they said they could n't or would n't do that?? they gave me a reference number that means nothing to me. I am concerned that someone may try or had used my excellent credit history!
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I opened a new Checking account with Key Bank. I had recently moved upstate NY from the city. Two weeks later, the same branch manager that opened my account closed it with no type of notice. I found out my account was closed when I was trying to take money out of my account at an ATM.
XX/XX/XXXX is the day my account was closed and a check was sent to my address with the remaining funds. Customer service over the phone told me there was no reason why my account was closed and I 'd have to ask who opened it for me. On XX/XX/XXXX, I called the bank and the branch manager had me come in to file a declaration of loss. He said he 'd send out a second check now that I 've stopped the first one. On that same day, I clarified if I did not get this second check, what would be the next step? He told me at that point he 'd be able to " emergency release the funds. '' Each time I visit this location I learn something new about my account. When I went to the branch on the XX/XX/XXXX, a representative said my account was closed because I did n't give proof of residence via mail. I was never told this information nor did I get this letter requesting my new address. On the XX/XX/XXXX, the representative told me I had to wait 90 days after my first check was dispersed. Why then did I have to go in and sign a declaration of loss if it did n't speed up ANY process? It is now XX/XX/XXXX and this check is still nowhere to be found and I continue to get the run-around. I plan on going back to the branch this weekend in hopes the manager is there since he was n't both days I went in this week.Company Response:
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I use a app called XXXX XXXX in which I am able to get money daily for the work I do. They front the money to me and my account is automatically debited on my payday. The problem is my bank does n't send the info fast enough to active hours so that they know they were reimbursed.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Today I got in the mail a credit card statement from KeyBank that lists platinum XXXX monthly statement for XX/XX/XXXX - XX/XX/XXXX with my name XXXX XXXX XXXX and an account number ending in XXXX. This invoice does reflect a XX/XX/XXXX balance. The address on the bill is Keybank NA XXXX XXXX XXXX XXXX OH XXXX, key.com, and a phone number of XXXX. I have never previously received a statement from Keybank, I did not apply for a credit card with Keybank, nor do I have or ever have had a credit card with Keybank. Upon calling it asked me to enter my social security # or card #. I did not want to enter my social and I do not have a card so I pressed option to speak with a customer service representative because immediately I suspected identity theft, credit card fraud, or unauthorized solicitation, and unauthorized account and access of my confidential information including but not limited to my social security number and address. I am also on a do not call list although this was only by mail and I called them. My phone call was tonight XX/XX/XXXX and the first representative insisted that she would need my social or the card number. I explained that I would not give my social because I never opened an account with them and I could not give a card because I never heard of Keybank and this is the first time I have ever gotten a statement from them. And because of my unusual name they should be able to clearly find my account and the last four digits on the statement was given, which is listed as XXXX. She stated that Keybank bought accounts from XXXX XXXX XXXX. I clearly told her it had been many years ago that I had a XXXX XXXX XXXX that I also closed many years ago and even then do not recall having a XXXX credit card with them. I asked her to close my account and to never send me a statement again that it did n't matter that it says XX/XX/XXXX I still did not authorize any account for KeyBank. As she refused to do this, I asked for a manager. I spoke with XXXX who refused to give me his last name but gave employee ID # of XXXX. When I asked if the call was recorded then he answered yes, so the conversation was documented. He again said that Keybank purchased credit card accounts from other banks and that statements were even sent out to closed accounts. I told him this statement lists an account #, was the first and only statement I ever received, that I never heard of Keybank, do not want an account and it makes no sense to send statements unless the account was reopened without any personal authorization, that this solicitation of services and unauthorized use and sharing of my information is illegal and they need to immediately address. As he was listing a number of banks, I told him this sounds like you are fishing in case I have an open account with one of them. I told him of the banks he listed that I do not have an account with any of them. I told him that I would report this and I wanted the account closed and no other statements and if he could n't do that he needed to speak to someone that can. That I saw this action as taking advantage of people in hopes that they would use this account and credit and that is illegal since there was again no authorization by the consumer including myself. I told him it appeared to me this was a marketing scheme to get business and I did n't care how it happened but that the problem be solved. I want to clarify that I closed my account with XXXX XXXX many years ago and I certainly do not agree that they should be able to sell and pass on confidential for closed accounts. Nor do I agree that Keybank should be able to send out statements that clearly appear to be open credit card accounts to accounts closed from another bank years ago without the consumer 's direct authorization which I never provided. Also by trying to insist that a consumer give a social security # for an account they never opened is not only unethical but also is clearly a scheme of fraud, theft, and violation of privacy and consumer rights. In addition, to be clear I never recall any credit card with XXXX XXXX nor Keybank that I applied for and I do not recall doing business with XXXX XXXX since about XX/XX/XXXX and to date this is the first statement I have ever gotten from XXXX as my account with XXXX XXXX was closed directly with them prior to any sales from XXXX XXXX to Keybank nor do I believe it should ever be allowed to 'sell ' information for closed accounts since that should be illegal since by the nature of 'closing ' an account it means you no longer wish to do any business. Thanks.
Company Response:
State: PA
Zip: 18914
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A