Date Received: 2017-05-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I closed my Keybank che cking account around XXXX XXXX XXXX . Almost two yea rs later around, XXXX XXXX XXXX , I get an overdraft notice from them. Evidently after my account was closed, it was forced open when an XXXX autopayment went to that bank in error. I had told my XXXX agent I was changing banks. i set up autopayment through my new bank. Evidently, XXXX insurance in error withdrew my payment from both Keybank and XXXX XXXX for almost two yea rs and did not find the error until they looked into it. XXXX gave me a check for the amount withdrawn from the 2nd bank which I repaid to Keybank. T hey still want extensive overdraft and late fees and never notified me of this until the relvolving credit line that was associated with the account reached its maximum ( no letter in the almost two yea r period to notify me this was happening ). Now Keybank tells me XXXX XXXX is responsible for the bank fees assessed over that time frame. First Keybank said they would go after XXXX for those fees. Now they say it is my responsibility to go after XXXX . I have no idea who to contact for this matter. I prefer not to work through my XXXX agent and deal directly with the correct department. I do n't know what to do now and have been harassed by debt collection calls from Keybank th roughout this time frame. I just do n't have a lot of extra time to deal with this working full time til almost the time the bank closes each day. I owe the bank around {$1800.00} per them minus the insurance check I gave them on the cash reserve credit account portion as of XXXX and {$79.00} on the checking account portion. Keybank account XXXX . The XXXX premium was a life insurance policy. Can you tell me, should XXXX pay these fees ( since it was their error that caused all this )? I think it is a bad practice that bank accounts can be caused to reopen once they are closed out ( I had no idea this could happen ). The bank account is frozen but still assessing late fees from my knowledge. Any copies you need will need to be forwarded by mail.
Company Response:
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Hello there, I 've been a member with Key Bank since XXXX . I have a Key Previlege account and CD account with Key Bank and was told that I will not be change a monthly maintenance service charge per their Personnel Banker XXXX XXXX on my Checking. I did not realize that this account was being charged monthly service fee since XXXX of XXXX thru XXXX XXXX .This is my savings account for my widow mother. When I received the statement for this account, I did not check activity detail indicate on the statement that Key Bank was charging me a monthly fees. Due to the fact that I was told no monthly fees, I did not double check the statement. When monther needed the funds and notice the monthly fees indicate on the statemented for XXXX XXXX . We question Key Bank. This is when I call the customer service and spoke to XXXX on XXXX XXXX XXXX was told that she that their system was not able to link my account together since I original open XXXX account in XXXX since XXXX and recently open a CD in XXXX WA. I know that it was my mistake for not reviewing the statement monthly, but since this was a raining day funds for my mother I did not think about checking the detail and told upfront no fees would be charged.. I was advise by their customer service ( XXXX ) t o close my current checking account and open a new account which I did. I feel I am a victim of FRAUD by Key Bank and dishonest done by their employees. They were dishonest with me and was told that I will not be charged. I tried resolving this issue with Key Bank and after 16 days of waiting for a response I finally received a return call from the Branch Manager XXXX XXXX that the company will only refund the service fees of a couple month. I am asking for t he Seven month refunds of the service fees that they charged me totaling {$170.00}. I feel that I was taken advantage of. It 's not my problem that there system is not able to link out of states account. I should not pay the price for their system failure. Thanks XXXX
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Applied for the key bank mortgage loan it took them over three weeks to get me a pre approval letter. Was given the run around from day one from the loan officer about the status of them processing my info for the loan. Very few and far in-between call backs or email reply 's back if any at all. I had to go down two the branch and had to deal with a branch manager to get any thing done or a response most of the time. I finally got a pre approval letter email to me. I was never furnished with any criteria for the loan requirements just told verbally that it would work on any house and what the basic criteria was for the lone. So then I start looking for a house after looking at about 10 or more finally put in a offer on one. The buyer accepted the offer so I then notified the bank that they would be receiving the purchase contract. This was on XXXX / XXXX / XXXX the same day my realtor sent the paper work to the bank for underwriting. On the following morning I received a phone call from a guy at key bank saying that they got my paper work and that he needed to talk to me about my loan. So I called him back the same day and he told me that the loan officer did not no longer work for them. Then he told me that my loan would not work for the house I had a offer on that was accepted by the seller. I asked why he told me that I made to much money for the loan and I told him none of this was ever shown to me or disclosed to me. Played stupid about the whole situation and never mad a attempt to actually fix the very big issue other than just try to play it off and offer me a loan at 5 % down when the loan I should have had was 100 % financing- first time home buyers they made no real attempt to fix the issue, poor communication, no responses, and waisting lots of my time and a sellers time on a deal that was never going to happen time spent looking at houses and running around for cashers check for the deal. All to get a phone call that should have never happened all the reasons why I will never do business with key bank nor any one in my family. Thanks for the scummy lies, and waisting peoples time.
Company Response:
State: OR
Zip: 97222
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-27
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have had several incidents with Key Bank where they take the debits before the credits on the same day. As I have looked over my statements, they have done this for years, I just did not know the law. When I caught this finally in XXXX o f 2017 th ey refunded XXXX ( 3 XXXX XXXX ). Yesterday it happened again, a deposit and check on the same day. It appeared online as they both went through yesterday a deposit of XXXX and a check of XXXX . They charged me XXXX fee. I deposited at XXXX ish and the check had not yet went through. They said its all timing. So my total deposit was n't ready until this am and the check went through sometime after XXXX XXXX . I called corporate and talked with XXXX who told me I have to try and get the refund back from my local branch. Completely frustrated.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2017-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: To whom it may co ncern, On today, XXXX / XXXX / XXXX . XXXX at KeyBank in XXXX , VT, told me that I would not be allowed access to my funds in my bank account. I work overtime every week and I have two smal l children. I can not feed them, I need access to my money!
Company Response:
State: VT
Zip: 05452
Submitted Via: Web
Date Sent: 2017-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I submitted a check made out to me personall y ( check on XXXX XXXX made payable to XXXX XXXX in the amount of {$7500.00}, for deposit to a corporate account on which I am the sole signatory, XXXX . Have done this abou t 100 ti mes before. Deposit was refused. Told by XXXX ( r efused to provide further id ) that this could not be processed.
Company Response:
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX has been working with XXXX XXXX since XXXX / XXXX / XXXX . It appeared that Key Bank applied payments to the first mortgage in error. XXXX sent a letter on XXXX / XXXX / XXXX which is attached requesting information on the account to try and resolve the delinquency. XXXX XXXX has the income to make a mortgage payment. It appears that Key Bank called the full amount due on his mortgage of appx XXXX . XXXX sent a complete Modification request and all documents on XXXX , XXXX and follow up documents requested on XXXX . Since that time frame XXXX has heard nothing. Attempts at communication have not been responded to by Key Bank. On XXXX XXXX XXXX called me during a very disturbing phone call from XXXX XXXX from Key Bank. I personally heard him berate XXXX XXXX and call her uncooperative, unconcerned and " she must not really care about keeping her house ''. I was very disturbed by XXXX XXXX XXXX XXXX 's treatment of Key Bank so I asked them to come into the office so we could call Key Bank together. I spoke with XXXX # XXXX and she stated she could not provide me any information because it had been referred to foreclosure and only XXXX could talk to me. I then called XXXX at XXXX and spoke with XXXX XXXX who was very helpful. I let her know about my disturbing phone call and that I had sent multiple packages to Key Bank and let her know that I had never received a phone call from Key Bank or a denial. XXXX told me that Key Bank is pursuing a judicial foreclosure which I was shocked about because Key Bank has NEVER tried to help the XXXX with a modification. XXXX requested that I send her the documents that I had previously sent and she would look into it. I then called Key Bank at XXXX and spoke with XXXX XXXX XXXX and he let me know that Key Bank had NEVER reviewed XXXX XXXX and that the XXXX 's had NEVER been denied. He stated on XXXX Key Bank had requested additional documents ( which we provided ) but then Key Bank closed out the file with no further communication and no denial. I let XXXX know that under CFPB that you must deny someone and allow them an appeal process. Key Bank is going through a foreclosure process and yet I have documentation that Key Bank has never reviewed XXXX XXXX , never denied XXXX XXXX , never contacted their housing counselor. Since the XXXX 's were never denied a modification, they have had no way to appeal, or speak with Key Bank on how they can save their home.
Company Response:
State: WA
Zip: 98037
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The late payments reported by Key Bank to the credit bureau stemmed from a transfer request. Requests for transfers from our Key Bank checking account were previously made with success, however, as we were advised later, the women taking the request did not hit the submit button. The payment was accordin gly never transferred from our checking account into the line of credit account. On or about XXXX , my complaints were escalated to collections and then to Loan Modifica tions and spoke with XXXX . XXXX explained a 90 program wherein I would mak e three m onthly payments on or before the XXXX of each month until caught up. I stated I would accept on the condition that complying with his payment schedule would not resul t in Keys consi deri ng them as late payments. He stated they would not effect my credit. Due to his Spanish accent, I confirmed again that there would be no late payment reporting if I complied with his schedule. Again he stated, They would not. I confirmed my address with him and we ended conversation. After the first payment was made, I had not received the written confirmation or the rules that I was expecting. When I contacted Key via email and over the phone, it became evident that they would not confirm the agreement in writing. Accordingly, I paid the second payment on time along with the third and last payment in advance. Numerous inquiries were made however I was constantly being put on hold ( for up to 23 minutes ), referred to other dep artments, disconnected while being on hold and avoiding any discussion of accountability on their part. On XXXX and finally on XXXX , Supervisor XXXX ( Code XXXX , XXXX , Oh io ) st ated that XXXX was the early stage contact for loan modification. When reading my notes of the agreement and quoting XXXX , she simply concluded that he was in Keys XXXX office and that they did not accept outside correspondence. As a self-employed individual trying to protect my credit, if this were litigated against Key for the time expended on this, the visit to the Branch regar ding the failed transfer and the ensuing drag-it-out and run-em-down process, it would cost them more than the loan amount.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened the KeyBank account back in XXXX XXXX XXXX with the sign up bonus promotion of {$300.00}. I met all the criteria for the bonus but has never received it. I then contacte d KeyBank and found out that the promotion code I gave to the clerk was never submitted to the headquarter. I spent another 2 months to resolve the issue myself but it appeared KeyBank is delaying the process until I give up.
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Key Bank absorbed XXXX XXXX XXXX in XXXX of 2016 . At that time I had XXXX in my account as I was n't sure how the merger would work out. Apparently there was a mystery charge of XXXX to my account ( which I hadn ; t used as I was moving to Ohi o ), This caused my account to be overdrawn. No notice was sent. When I mentioned this to the bank officer at the branch, I was given a run a round and a XXXX # to executive customer service. That was a fax number. After several calls I got the right number. XXXX XXXX told me that this charge would be dropped. I used check and it passed through ( funds were in the account ) but another bounce fee attached. I called the XXXX XXXX again and after another runaround she agreed that the fee would be waived. It never was. As I stopped using the account over this-they continued to assess fees and now they have closed the account and are trying to collect the charges they assessed in error as " money that I owe them ''. Now the last 7 times I have called XXXX XXXX is never in the office or can not come to the phone. Always she is going to call me and she never did. This has been going on since XXXX 2016 .
Company Response:
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No