Date Received: 2017-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on a 15Y conventional mortgage with KeyBank. I requested all documents go to my address on file ( prior home ) and not the new home. I confirmed this with my mortgage banker, XXXX XXXX. We never received a statement to may the first payment in XXXX. XXXX. XXXX was able to get it and email me a copy. Two weeks into XXXX, I still had received no documentation from KeyBank since closing. I contacted XXXX. XXXX again and he asked me to call the XXXX number and as this is the job of the folks at that number. I did so and spent 45 min on the phone trying to get things sorted out. As of today, XX/XX/XXXX, I have received a paper address change form with no return information explicitly stated on it nor a return envelope and no further paperwork. I called again this XXXX and was told that they " always '' send the paper confirmation and that is why the previous person did not tell me it was coming. They blamed me on more than one occasion, stating that the problem must be that my mail forwarding is the problem. My mail was not forwarded untilXX/XX/XXXX. Two different people have no idea why, I am not receiving anything. The only answer today, was to transfer me to the online bank dept to enroll and pull up my statements electronically. I have been trying to accomplish this for a month already and it always tells me it can not confirm my account. I was able to create an online profile this, but the person on the phone failed to verify my ID using " public record '' questions and told me he could not longer help me and I could call back or go into a branch.
Company Response:
State: WA
Zip: 98466
Submitted Via: Web
Date Sent: 2017-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Received a letter from KeyBank letting me know that my XXXX or overdraft line was being closed because of ownership difference between my checking account tied to the Overdraft line. Line has been in effect since XX/XX/XXXX pre-marriage as a sole acct. I added my husband to my checking account two years ago. Received the letter in XX/XX/XXXX. Went into the bank to open a second checking account only in my name to then tie the overdraft line to solve the ownership difference issue. I opened the checking account and then was later told that the existing XXXX overdraft lines are a product going away and wo n't be replace. So the letter misled me to believe that ownership of the line and checking acct was the reason for the closing of the line but that was a lie. Then the RM has me reapply for a preferred line of credit to be tied to my checking acct. Note this product is more expensive that the previous overdraft line I had which was closed because the bank discontinued the product. Completely deceptive sales tactics and should be reprimanded. Unethical by drawing in clients by closing lower cost products and then telling them to apply for a higher cost product.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-26
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XXXX XXXX, XXXX I noticed a withdrawal of {$9900.00} dated XXXX XXXX, XXXX on my XXXX XXXX bank statement that I received via email on XXXX XXXX, XXXX. The description for the withdrawal read XXXX XXXX. There was also a withdrawal of {$75.00} on the same date with a description of LITIGATION FEE. I was not aware of the withdrawals, so I contacted the bank at XXXX. They recommended that I contact the phone number listed in the description. This was a direct number to XXXX XXXX XXXX of the XXXX XXXX XXXX XXXX Per discussion with XXXX XXXX, someone filed a California tax return in my name using my social security number with taxes due of {$9900.00}. Per XXXX XXXX, Key Bank was issued an Order to Withhold Personal Income Tax with instructions to contact me and wait 10 business days to withhold any funds from my account. XXXX XXXX contacted the bank on XXXX XXXX, XXXX to release the order as it was determined that someone had try to use my identity. Per XXXX XXXX, Keybank legal department told her that that had never contacted me and that they had already sent the money 2 days after receiving the order. Per my relationship manager at Key Bank XXXX XXXX on XXXX XXXX, XXXX the legal department was contacted by XXXX XXXX on XXXX XXXX and XXXX XXXX, who instructed to release the order and stop payment on the check sent to the XXXX XXXX XXXX XXXX. Per XXXX XXXX, KeyBank has refused to stop payment and will not reverse the {$75.00} Litigation Fee that they charged their customer, even though they did not follow the directions of the order to contact me and wait to send funds. On XXXX XXXX, XXXX, I received a letter from Key Bank regarding the withdraw dated XXXX XXXX, XXXX post marked XXXX XXXX, XXXX with a copy of the third page of the Order.
Company Response:
State: IN
Zip: 46032
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-25
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My Name is XXXX XXXX address is XXXX XXXX XXXX XXXX pa XXXX phone is XXXX the compiaint is with Key Bank they left me open a checking account i had to pay deposit to open them they sent me XXXX XXXX in the mail after account was open for maybe a week they put a block on my account and they told me they were not going to remove this block i set up this account to make deposits in and out of this account they charged me money to open a checking account also a hassle free account they told me that i am not going to even be able to use my account or My XXXX XXXX they told me that the block is from fraudlent activity but no one has my banking account info so i cant use my accounts at all i spoke to someone higher up from company and they told me the same thing they told me to go to a branch and that is like a little over a hour from were i live but i dont drive so I am very dissappointed in this company right now because i put money into my accounts i would like this issue to be resolved They also game me a phone number to call XXXX they said because of fraudlent activity and i am the only one that has my acconut info i told them that someone else had it because i did not under stand the question they also have both accounts blocked i would like them to remove the block were i can make transfers and deposits the first one was a hassle free account XXXX the second one was XXXX i hope you can resovle this issue were i can you my accounts if not they need to refund my money that i had to pay to open these accounts thank you XXXX XXXX
Company Response:
State: PA
Zip: 17701
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due as of XXXX 2017 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2017-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: BODY of COMPLAINT On Friday, XX/XX/XXXX the plaintiff made on line transfer of ( {$1500.00} ) XXXX XXXX XXXX XXXX XXXX dollars from a Key Bank checking account to his Key XXXX Acct ending in XXXX. These funds were immediately withdrawn from the plaintiffs checking account. However, the on-line transaction was not posted by the bank to the XXXX account until XX/XX/XXXX and did not show on line until sometime on Tuesday XX/XX/XXXX. At the same time a disputed XXXX transaction in the amount of ( {$210.00} ) XXXX XXXX XXXX dollars and XXXX XXXX, was credited to the plaintiffs XXXX account. This resulted in a {$210.00} credit in the plaintiffs XXXX account.
On or about Tuesday XX/XX/XXXX The Plaintiff visited the Key Bank Branch in XXXX, Maine and requested the {$210.00} be transferred back to his account. The plaintiff was told that it would take a day or two. The Plaintiff was also told that if he electronically transferred that amount out of the XXXX account to his checking account, that transaction would be considered a cash advance and a cash advance charge would be issued even if those funds represented an over payment or credit balance. One Friday XX/XX/XXXX, the bank told the Plaintiff that he would have to wait untilXX/XX/XXXX before he could ask for those funds to be returned and that if he wanted a cash return rather than a transfer it would take another ten to fourteen days for them to mail a check to him. CHARGE The plaintiff charges the defendant with unfair trade and banking procedures and class E theft by deception, ( A person is guilty of theft if : A. The person obtains or exercises control over property of another as a result of deception and with intent to deprive the other person of the property. Violation of this paragraph is a Class E crime ; or [ 2001, c. 383, 34 ( NEW ) ; 2001, c. 383, 156 ( AFF ). ] Unfair trade and banking procedures : The defendant is guilty of taking and using the plaintiffs money without permission, controlling those funds and not paying the plaintiff interest on those funds until and unless the plaintiff agrees A ) To transfer or withdraw those funds and pay the fees for a cash advance B ) Waits until XX/XX/XXXX and then transfer those funds or request a check be sent to him which could take up to an additional two weeks. C ) Use those funds towards new purchases Because of the current issues with Key Bank and XXXX, the plaintiff has started the procedure to move his accounts to another local bank and wishes to close this XXXX account. Therefore Item C is not a valid option for the plaintiff and forces him to continue with using a bank and credit card that the plaintiff no longer has any faith and confidence in. Proper Jurisdiction The plaintiff concedes that Key Bank is a federally chartered bank and is subject to administration by the Consumer Financial Protection Bureau ( CFPB ) as chartered in XXXX and is not under the guidance or control of the Maine Banking Commission or its commissioner and that the CFPB is the proper adjudicator for this grievance.Company Response:
State: ME
Zip: 043XX
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-23
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am attempting to use a third party app called " XXXX XXXX '' that loans you money from you next paycheck without fees! However my financial institute " Key Bank '' does n't convey my transactions to " active hours '' in a timely manner. I have attempted to contact key bank through phone and social media to no avail. If " key Bank '' would just release my transactions history to this one app, I would be ecstatic.
Company Response:
State: OH
Zip: 43230
Submitted Via: Web
Date Sent: 2017-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Key Bank account with a {$50.00} initial deposit processed on XXXX XXXX per the statement, with a bonus offer that if I made {$500.00} in payroll direct deposits within 60 days I would receive {$300.00} in bonus. Since XXXX XXXX when my opening deposit was processed and account was available for use, within the first 60 days of XXXX XXXX , I have made payroll direct deposits well over {$500.00} dollars as follows XXXX XXXX - {$410.00} XXXX XXXX - {$430.00} XXXX XXXX - {$430.00} XXXX XXXX - {$500.00} I have not received the bonus even after waiting out a few statement cycles as per the advertised offer.
Company Response:
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2017-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On multiple occasion we ( members of the family ) tried to close my elderly fathers account at Key Bank. I am a POA and showed up with it in hand and the POA was turned down. The reason for trying to close the account is because after getting into my dads finances i discovered {$1000.00} of dollars in nsf fees. My parents had a very low debt ratio so it was clearly them being elderly and making mistakes managing their money. A financial institution should recognize this and close their account. My dad just passed on XX/XX/XXXX and we attempted again to go close his account and where turned down because we needed a death cert and a short form which will not happen until me the executor is sworn in.. My dads other bank closed the account with just a death cert and copy of paid funeral bill. Key Bank since has charged him another {$7.00}. This is a disgrace to our elderly and i feel the bank is charging fees to help their bottom line.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: KeyBank constantly overcharges my checking account on overdraft fees. I manage my money every month so that it would never go negative, however, because KeyBank processes transactions on random days it causes my account to be overdrawn multiple times. Transactions do n't get processed days later, even when I had the money to cover them, so my account always ends up being negative 10 days later, because my account is never up to date. Why? Those fees add up to hundreds so most of my paycheck usually goes to the bank just to cover the overdraft fees. Every overdraft fee is {$37.00}, so even if I only spent {$4.00} at a gas station thinking I had money on my account they would still charge me {$37.00} plus {$28.00} reoccurring overdraft fee -- - this is simply because, once again, my account balance is never up to date. Fix this KeyBank or I 'll never stop complaining about you. To everyone. To the internet. To the entire universe. Stop treating your clients as your bank account and start working for us like you 're supposed to. Last time I checked it 's not your money.
Company Response:
State: WA
Zip: 98499
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A