Date Received: 2017-05-15
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX / XXXX / XXXX @ XXXX i activated a transfer to XXXX XXXX Ban k in the amount of {$400.00}. As of the date of this complaint, the funds have not been received. I spent two h ours on the Phone with XXXX XXXX who would not assist me in researching the wire because I was not a customer of the bank. After speaking, with the Card Servicer, it was identifi ed by XXXX the supervisor that " Unforutnately it was a manual wire done online and can not be tracked by the card servicer '' Please help me resolve this and get my money back. XXXX
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2017-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: in XX/XX/XXXX and XX/XX/XXXX 2 014 I had gone to make a payment when I got my SSI/ XXXX on th e XX/XX/XXXX of the month and noticed I h ad no money in my account, I had only gotten my {$110.00}. SSI on the XX/XX/XXXX and no other check o n the XXXX , I called and spoke with someone that really could n't help me and she put me through to the manager at the branch in XXXX , WA XXXX , when I spoke with her I felt I was n't getting anywhere and she had lied to me 2 times on the phone so I went in, on the phone she told me that she would make sure whatever was wrong was taken care of by XXXX XXXX and my money would be back in my account, I told her I just paid an attorney to get my license back for a chapter XXXX bankruptcy and I had to pay {$100.00} per month or I would lose my license and I had to pay rent or be on the streets. At XXXX I went into the bank to talk to her in person, crying cause I did n't know what happened yet, she still continued to tell me she did not know where my money was and I should contact the Social Secur ity office, so I di d, they said that Key Bank , kept my XXXX of {$630.00} that I should go talk to the ba nk manager to g et it fixed. I did that and XXXX told me that she would make sure I had at least {$400.00} to {$500.00} the next day but did n't, I asked to talk to h er manager she s aid she was the on ly manager at that b ank, I said you have to have a manager ab ove you, she gave me a girl name XXXX or something like that 's number to call and talk to and said she was her manager, but the lady said she was not, she was with another part of the bank, I then called the bank and got the real managers name and was told she is in XXXX , WA, I then sent a letter to the branch manager at key bank and later about the time to get my next months check I went to get some money out and all my SSI and XXXX was gone {$110.00} and {$630.00} plus last months of {$630.00} total of {$1300.00} now is gone of my ssi/ XXXX I called and asked to talk to the manager a nd someone put on XXXX I told her no I want yo ur manager she said she got the letter I sent to her manager and that she is no t going to get the letter, and told me there is no way of getti ng ahold of her manager, I told her do n't you know its illegal to take someones SSI/ XXXX from them unless you are child support, IRS or Student loans, she said that 's not true, I took in the laws and showed to her in person, and showed her the bank rules and laws about SSI/ XXXX she did n't care and said I am not getting my money back, I told her I would n't want a ban k manager that lied to me about anything be my bank, she told me she closed my account also and theres nothing I could do.I was so angry, I called her manager but no answer and I tried sending another letter to XXXX key bank bu t no response and also wrote to key bank up high and got a response after they said they would investigate the situation and said theres nothing the y could do, I asked even if she broke the law and was discriminating to me about my XXXX , they said no theres nothing they could do she was in the right. I could n't believe it. I really do n't know what to do and this is not fair. I lost my license cause of that not having 2 months of payment and lost my home and was on the streets for a long time because I could n't even catch up my bills. She has no heart and s hould not be a ban k manager and shoul d be fired cause of her actions.
Company Response:
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2017-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: An overdraft fee that was " not to increase '' did in fact increase. I attempted to put a hold or freeze on my account and they would not comply. They continued to multiple the overdraft to the power of XXXX .
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I went into Key bank on XXXX and XXXX XXXX in XXXX ohio XXXX XXXX XXXX and asked XXXX XXXX about personal loans and lines of credits. I told her I had a XXXX credit score and she told me that did not matter, made me fill out an application then called and denied me for not having a XXXX credit score . This was deceptive becuase I would have never had a credit pull if she told me a XXXX was required. Now my score is even worse due to this.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been clients of XXXX XXXX XXXX for years. We had both our business accounts as well as our personal accounts with them and in all the years we had been with them we never had any problems, until they were bought out b y Key Bank. Upon the transition we have experienced nothing b ut one problem after another. Our first problem was with a pre-approval for a second home in Florida. The original documents dated XXXX In the amount as {$350000.00} for 60 days. We contacted Key bank and requested an up dated letter because we were heading back to Florida to look for a home. We have emails and text messages to back up the request. Never heard back from the lender. We came home after a week I conta cted the Lender in XXXX and requested an update pr-approval becuase I was heading back to Florida. I received it on XXXX and noticed it expired on XXXX XXXX Contacted them again received the correct XXXX on XXXX with a much lesser amount. I was told that was based on a Mortgage being paid off and it was a rental property mortgage was paid but now they said it needed to be our first mortgage at XXXX . Again I have supporting emails and text message that clearly states just XXXX rental mortgage needed to be paid off. After this situation with the Mortgage and several other erros that were made my husband and I decided to go to another bank. We were approved by this other bank and requested pay-off on the home equity line of credit XXXX received pay-off on XXXX . Next issue a commercial appraisal was done XXXX we request a copy because it was withi n a one year period that request was made approximately XXXX said it would tak e two da ys. called numerous times on XXXX we were told it was emailed to our new lender at XXXX on XXXX . Found out that was not the truth there was no appraisal it was an in house appraisal that was on XXXX on XXXX a request was made for commercial loan pay-offs on XXXX we received a payoff good through XXXX . Called request a correct pay-off XXXX received the correct pay-off. On XXXX received a pay-off on second commercial loan showing a pre-payment penalty amount of {$16000.00}. there is a 1.25 % penalty for early pay-off contact my branch to find out what was going on. said they would get back to me there is an error I have called numerous times, emails still do not have a correct payoff as of XXXX . My closing has been held up for weeks.
Company Response:
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: A collections attorney has frozen funds in my CD account at Key Bank. They obtained a judgment against me without proper service and I am in the process of having that reversed. The debt came from unpaid bills from my previous employer that went bankrupt. I was not a owner in that company but I signed the checks. The collections company did not have success going after the bankrupt company thus they came after me. When I received notice that Key bank has been instructed to freeze funds, I called the owner of the food supplier and questioned why he did this since he knew I was not a principle of the company that owes him. I told him that they froze approx. {$30000.00} and I do not have that money in my savings account. He contacted me the next day via text message that I lied and I have {$200000.00} in my account. That XXXX is my investment CD not savings yet how does the collection agency and their client know that I have $ XXXX in my Key Bank CD? I called Key Bank and they would not discuss the situation with me thus I have chose to file a complaint about my bank and how my personal info was given to the collections agency?
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-09
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX I filled out paperwork with investment banker @ Key bank to open an annuity in the amount of {$5000.00}. I 'm attaching paperwork to substantiate. I have been receiving what I believed were annuity statements for years. In XX/XX/XXXX I decided to open another annuity @ Keybank. When I mentioned to investment banker that I already had one she told me I did not. She told me that for all these years I had a money market. I was in shock! I could not believe what she was telling me. She informed me first of all that you need a minimum of {$10000.00} to open an annuity. I was not told that. My issue is this. If {$5000.00} wasnt enough to open an annuity why was I not told up front. How can a banker open up a money market account in my name without my authorization.I have contacted headquarters in Ohio and requested paperwork to substantiate that I authorized anyone to open money market. They told me they had no paperwork showing that I ever authorized a money market account. I had money to open an annuity in another account if banker had just told me I would need {$5000.00} more to open account. Instead he took it upon his self to open an money market account without contacting me. Sounds a bit like what going on with XXXX XXXX. Needless to say I 'm very frustrated with Key Bank. I intend on closing my accounts at Key. I now have trust issues with banks.
Company Response:
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XX/XX/XXXX we opened a credit card account with KeyBank because our bank teller said we could be earning points toward cash back or to buy items and that it would not cost us anything if we paid the balance in full every month. At that time it was called a " XXXX '' XXXX. We decided it would be a good deal for us if we put all our groceries and regular expenses on the credit card and we would have no trouble paying off the balance every month and we would get the bonus points. In XX/XX/XXXX we signed up for automatic payments to pay off this credit card in full each month so we would n't have to think about it, as we always carried enough of a balance in our main account to cover any charges on the credit card. We proceeded to not pay much attention to this account, and indeed did accrue bonus points which I always used to put cash back into the account. I would get emails from KeyBank letting me know my statement was available and also how many points I had accrued. This went on for 2 years ( as I mentioned we did n't pay attention to the statements, knowing we always had enough in our main checking account to cover the automatic payments to this charge card account. ) However, in XX/XX/XXXX, I did finally look at some statements and noticed that we had been accruing interest and late fees for a total of around {$1800.00} because the automatic payment date ( the XXXX ) was AFTER the due date ( the XXXX. ) I first called KeyBank customer service and was told that there was a form that we had signed requesting the payment date of the XXXX of the month. The customer service representative said she would send me a copy or we should be able to get it at the branch. I believe I requested that she send me a copy and I waited for it, but never got it. I went in to the local branch and explained the situation. The " personal banker '', XXXX, that I spoke to was sympathetic and did remove one {$37.00} late fee but said that 's all she could do. At that time she could not find the original document which we signed when requesting automatic payments. I was not very satisfied so I called KeyBank 's customer service again and the person I spoke to said he would contact my branch and that I should hear from them within 24-48 hours. No one got back to me so I called XXXX at my branch again. She said she was eventually able to find the document online, and reiterated that since we had selected that payment date and because so much time had gone by that she could n't refund us any more of the interest and fees. I ca n't remember why we picked the XXXX, but the document instructs you to select a payment date 14 days before the due date, so I assume that we were informed when the due date was. The person we signed up with no longer works there. The only signatures on the document are mine and my partner 's so we do n't have the name of the person who arranged this. There is also no mention of a due date on the form. I subsequently called XXXX 's boss at the branch and was given the same response, that he could not refund me any of the interest and fees because we had requested the date and so much time had gone by. My main question to them was, why did the bank not alert me to the fact that our auto-pay date was after the due date and that we had been accruing charges? Or was there some change in the due date that they failed to tell us about, ( I believe the date we opened the account for the credit card and then arranged for the auto-payments may coincide with the change in name from " XXXX XXXX XXXX' to " XXXX XXXX '' ) or did the person who filled out the auto-pay agreement have incorrect information? In other cases, like when I travel to XXXX or XXXX, the bank has called me to make sure the charges are really mine ( which I appreciated ) so obviously there is a computer mechanism for monitoring the activity on an account. It seems like there should have been some red flag to alert them, and me, that this was happening. We would never have knowingly picked an auto-pay date after the due date!
Company Response:
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2017-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX, my new key bank express account balance became {$0.00} being withdrawn by bank. I opened this account to get {$200.00} promotional offer if t terms had been met. It says that to deposit 500 or more within the next 60 days to get XXXX. It turned out that it was misleading to begin with. Several bankers said that correct one would be it requires one time automatic payroll deposit of 500. In this case it is discriminatory to someone who get paid every week. it happened the same thing before. My account got abruptly cancelled without any explanation on XXXX this year after 1 week.Bank said i was not qualified for the account because i owed the money. But this is controversial. The bank did after 16 months of original date of the incident where it claimed to deposit to my account by accident for 3 months until the bank pulled all the money from my accounts when i thought the money was given as some type of settlement for the disputed unemployment insurance benefit. The money also got deposited the next day since i got a sudden phone call from banker asking me if i were interested in opening another account with just {$10.00} opening deposit. After money is withdrawn from the account that is not involved with its money deposit, it left about {$350.00} negative balance and accounts got closed by bank. It has been more than 16 months now. it suddenly freezed my accounts and withdrew money without my consent from the account that it said later i was not qualified for and closed the account again.
Company Response:
State: WA
Zip: 98112
Submitted Via: Web
Date Sent: 2017-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a HELOC that I opened at XXXX XXXX XXXX in XXXX. XXXX XXXX was purchased by XXXX XXXX XXXX. The loan was serviced correctly and reported to the credit reporting agencies properly the entire time. Key Bank purchased XXXX XXXX XXXX in XXXX. Since Key Bank took over, the loan has not been serviced or reported to the credit bureaus correctly. The first problem that I noticed was that my statements started to have the wrong draw period end date in XXXX of XXXX. I reported this to my branch manager, and he researched it. Loan servicing told him that the loan had to be input into the system with the incorrect date in order for it to bill correctly because Key Bank did not have the same type of loan and the only way to get it to bill correctly was to have the wrong date. I then noticed that my credit score started dropping. Upon reviewing my credit report, I noticed that the loan was being reported as an installment loan with the outstanding principal balance as the credit limit, and not a line of credit with the actual credit limit. When this was brought to the attention of the Executive team at Key, they investigated and came to the conclusion that they did nothing wrong and that the incorrect date was just a small " inconsequential insignificant inadvertent error '' The attached letter dated XXXX addresses this. This however is not the case. I called to dispute the findings of the investigation, and was told the case was closed, and if I pursued this any further, my accounts at Key would be closed. Then on XXXX, I received a computer generated letter dated XXXX from Key Bank, stating that my loan draw period would expire in 274 days, on XXXX. This is not the correct end date. The actual end date is XXXX. This letter proves that Key does not have the correct information in their system about my loan. I contacted Key again to tell them about the letter, and was assured that all the information in the letter was correct, the case would not be looked at any further and that they do not duplicate efforts or reopen closed investigations. I was then threatened with having my accounts closed again because I was a nuisance customer. I called several more times to get someone to acknowledge the error. I faxed in a copy of the letter. Finally I received a call back from the woman that initially investigated the case. Instead of acknowledging the problem, she told me that the letter did not originate from Key and was fake. She accused me of faking the letter myself, and told me that I was being referred to the fraud department and the security department and that my accounts were being closed as of that moment. I asked to speak to her supervisor, she refused, and then I was hung up on. I then called the Executive team again, who refused to speak to me. After 3 more calls and arguments, I finally spoke to someone who said they would look into the matter and get back to me. Unbelievably, the final conclusion arrived at by Key bank is that the letter dated XXXX that I received in the mail is altered. They have accused me of altering it from a letter that was sent out in XXXX, since they say they cant find the letter in their system. This is NOT true. I did not alter the letter. This is a real letter that I received in the mail from Key Bank, and Key Bank has the wrong information in their system about my loan. They absolutely refuse to acknowledge this and instead would rather accuse me, the customer, of fraud and threaten me with account closure rather than admit that there is a problem in their computer system. I am attaching the letter from the bank from XXXX, the letter from XXXX, and the front page of my loan documents. These are all genuine and UNALTERED. The information in each contradicts the others, PROVING conclusively that Key has an error in their computer system. They refuse to admit this and they refuse to fix it.
Company Response:
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2017-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A