Date Received: 2017-04-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: In early XX/XX/XXXX my Key Bank & XXXX debit cards were stolen along with my Driver 's license out of my wallet. Immediately, I reported my cards stolen and the fraudulent charges that were brought upon my account. Unfortunately I was n't fast enough and whomever had already committed their criminal acts. As instructed by both banks, I immediately filed XXXX police reports and came into both banks to sign affidavits. After doing so I played the waiting game. Recently I reached out to both and I had been informed by both banks that my claim was denied. Somehow, this criminal withdrew {$3000.00} from my XXXX XXXX account and just under {$2000.00} from my KeyBank account. The problem is I only had {$10.00} in my KeyBank account and about {$10.00} maybe {$20.00} in my XXXX Account so how were they able to withdraw such amounts? Also, I had my accounts set up so that I COULD N'T go negative. I 'm a student XXXX at the University XXXX so I 'm unable to work and pay off this ridiculous amount nor should I have to because I did not commit the criminal act. I 'm not asking for any money, or anything of the sort. I simply do n't want to be held liable for something I did n't do. All I want is a positive account balance that 's not going to disrupt my credit. I do n't care if it 's a new account at XXXX $ I just want the issue resolved.
Company Response:
State: NY
Zip: 14216
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Someone requested a replacement card from my bank then stole it from my mailbox activated the card creating a pin and then used it till I discovered it. The bank did. It refund my money stating that even though card was activated from a different phone number they used my personal data like ss # and birthday.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-04
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I had a car loan with First Niagara. The loan was on autopay, which I cancelled when I moved bank accounts to consolidate with my fiancee. KeyBank acquired First Niagara, then withdrew the loan payment off the autopay ( despite it having been cancelled ) because their system did n't recognize it. I got an overdraft fee, which the bank refuses to pay. I then paid off the entire loan, however their system did n't include the already made payment, leaving an overpayment. The title was sent to an address I have n't lived at in years and had been changed, then check was sent to another old address I do n't live at and have n't in some time. I called to get a new check, the person helping promised it would be sent. It never was. I called again, the new person said the last just never did it, and then they promised to have it sent 2 day delivery. Two weeks later, I received a notice that I need to fill out a notarized form cancelling the first check. Hiring a notary in XXXX costs $ XXXX- {$50.00}. They wo n't pay for that ( despite this being their error ... again ... and again ). This is not a huge sum of money, but every single person I 've spoken to has lied to me. They told me a check was coming, it was n't. I only got the car title back because a person somehow found me on facebook to let me know they 'd gotten it. I am going through their process and will do this form, and pay the notary and send it in. I hope this time they 'll send a new check. Since they 've lied to me 5 of the last 5 times, I 'm not optimistic and am shocked and infuriated at how this has been handled. It all stems from their IT systems not integrating and I have done absolutely nothing wrong but still get stuck with fees for their incompetence.
Company Response:
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Having excellent credit, I took out a Line of Credit simple interest acct with Key Bank. I paid it off. I took out another one XX/XX/2016 and their accounting is woefully inept - and now I think is purposeful mishandling to enable them to charge " late charges ''. On the attached statement from them, you will note that, though I had an auto-pay each month via my credit union, they would show receipt of a payment and then " reverse charges ''. For no reason. I personally met with 2 different bank managers to try to fix THEIR accounting errors. They are woefully inept, slow to get back to me, completely unprofessional. In XX/XX/XXXX, the 2nd branch manager visit appeared to have fixed Key Bank 's problem. In a few months, the whole unprofessional and incorrect banking game began again. I receive daily harassment phone calls from Key Bank as they assert I owe them money. You will note that I went to my credit union to absolutely ascertain that each amount had been paid to Key Bank. They HAVE my money but CLAIM they do n't. I now believe this is a ruse to charge late fees. Because I was demanding the repair of their inept banking practices, they punished me by " freezing '' my account ( unable to draw money from it ). I had my legal firm send a letter demanding repair of their inept practices - and to apologize to me. They have ignored my legal letter. I have attached various statements, proof of 1-1 visits to Key Bank, my legal letter, etc. This bank is inept. They will not fix this mythical problem they 've made up. If they hurt my excellent credit, they will regret it as there are no limits to how I will seek retribution. I need them to fix how they have some type of scheme going on to charge late fees. My monthly fee is {$60.00} and yet their statement ( which I downloaded from online ) reflects odd amounts, reversals - it is completely out of control. They are unethical, inept, corrupt. How many more people are suffering this? I want them to pay me a restitution for all this XXXX, for my visits to their bank, for their ignoring my legal letter, for the constant incorrect unethical harassing phone calls. This is the worst bank in the history of the world. Please find attached numerous documents. I hope so very much that you can help me. They are out of control.
Company Response:
State: CO
Zip: 80113
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I began receiving emails from KeyBank in XX/XX/XXXX of this year. I do not have an account with KeyBank nor have I ever heard of them. In the email, it stated, " Your Account Has Been Accessed From An Unauthorized Location. Your Online Account Needs Verification Ensure to comlete the verification process correctly to avoid a permanent block on your account. For security reasons imcomplete profiles will be blocked indefinitely ''. This was followed by a link to sign into online banking. I did not click on the link but there was a toll free customer service number, XXXX, which I called XX/XX/2017. The system was automated and I was told to enter either an account number, debit card number, or a social security number which I did not do. Once I was able to speak with a representative I was told to disregard the email and throw any mail away. I again explained how it came to me via email and I did not want my email associated with any account with KeyBank. She asked for my email address and name. I provided this information to her. She did not ask for any other contact information. I was told my concern would be escalated but in the meantime not to reply to any email or click on any link in emails received. She also stated they were having issues with fishing emails. I have not received any communication from KeyBank since this date. I need to be sure this was taken care of. This is the second of three different companies I 've received emails from concerning a bank account I do not have.
Company Response:
State: MI
Zip: 49534
Submitted Via: Web
Date Sent: 2017-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-01
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We applied for a second mortgage through Key Bank, and the entire process was filled with delays, miscommunication, and difficulty. Though I have numerous frustrations, the one I 'm focusing my efforts on is not receiving a copy of the appraisal they demanded we get, even though one had already been completed for the first mortgage. We closed on XX/XX/2017 and have not received a copy of the appraisal to date. I requested the appraisal on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was told via email, on XX/XX/XXXX, that the appraisal would be sent. I have not received it.
Company Response:
State: CO
Zip: 80439
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-31
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I am trying to refinance with another bank ... they need a pay off and a copy front and back of the vehicle I am financing but keybank will not provide it.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2017-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-31
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: Hello In XX/XX/XXXX I lost my XXXX ins, I called key bank and explain, I fell behind by a month in a half. However I have paid since every month XXXX. I have asked if they could remove the late fees XXXX I was told by key bank to pay XXXX and then XXXX every month after. However every month they charged late fees and continue to make the min balance unaffordable for me to pay, when I called they said the agent made a mistake telling me that then called and was told to filled out a loss mitigation form, the first one they sent was for a mortgage. I called back then they sent a letter and asked me for documents from bank statements to my help with social services tax returns, etc I was told I had to XX/XX/XXXX. I faxed every thing on XX/XX/XXXX. I then called Key credit card and was told they received everything except my rent receipt. I mention to them I do not rent and I sent my mortgage statement from XXXX. The rep said she will email them and let them know I was not missing anything. On XX/XX/XXXX I received a letter from Key stating that because they did not receive required documents so they will not consider my request, I then called and spoke to XXXX, i was upset and informed him that I did n't understand why they said they did not all documents when I have a confirm fax which was faxed from Key bank and all conversations are recorded and I was told by the rep that indeed everything was sent in time, Then XXXX said to resubmit information and was very cross with me. I then once again faxed everything XX/XX/XXXX I have the confirmation as it was faxed from key bank. I spent 4 hours on XX/XX/XXXX with Key bank and finally spoke to a supervisor XXXX, who then said I was missing a rent receipt once again I had to explain I sent in my Mortgage statement. Then she told me well we have no program. I asked then why did Key say they would try to help me and have me fax over all my personal information. I have other credit cards and each and every card worked with me in a hardship by waving the late fees. I have paid Key Bank every month XXXX.however they continue to add XXXX every month and double the min payments. it is disgraceful as I continue to have serious health problems and am not able to work, yet I am still trying to be responsible with the help of my children. Quite frankly it feel like extortion.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2017-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-29
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: My bank sent new debit card to my old address, somepne got it activated it and later on used it for purchases at different locations but mainly XXXX store where they took out my whole balance of XXXX dollars, i found out about that when i went to make a deposit at my bank, Teller told me to call fraud which I did, fraud made an investigation and they refunded me with only XXXX dollars and they said that other transactions occurred with my physical card present, i filed a police report online. I was shocked to know that my bank is not responsible about these charges since my card was stolen and was activated from different phone mumber as my bank has told me.. I tried to call the bank fraud person assigned to my case to follow up with her since I filed police report but she is not answering or calling me back. She gave me the last XXXX digits of the phone # used to activate my debit card and refused to give me the full number.
Company Response:
State: WA
Zip: 98166
Submitted Via: Web
Date Sent: 2017-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-28
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I scheduled a payment for {$100.00} on my CC ending XXXX with Key Bank Collections Dept on XX/XX/2017 to bring up the account to current status. soon after that, I got two letters from Key Bank with dates XX/XX/2017 and XX/XX/2017 as a reminder confirming the transaction to be processed XX/XX/2017 with a confirm # given. Today, XX/XX/2017, I find that the transaction was correctly processed yesterday and posted today in my checking account from where I agreed the payment be withdrawn. Key Bank Collections Dept clearly states " PROCESSING MAY TAKE UP TO TWO BUSINESS DAYS ''. MY COMPLAIN IS that I have been harrassed and abussed by Key Bank Collections dept as they have called me AGAIN today XX/XX/2017 at XXXX ( XXXX ) in order to collect the very same amount of {$100.00} that I previously scheduled and FULLY payed yesterday. that is wrong!! and it is totally unfair business. It DID NOT matter that I fully met my commitment, but KEYBANK still call me again???, why? I want an explanation for that WRONG AND ABUSIVE COMMUNICATION APPROACH. I spoke with call center supervisor XXXX ID # XXXX in XXXX XXXX were call was originated, but she blames the system as they schedule payments but dont care to wait 48 hrs to call again in case the payment was not made. I am convinced that the Bank 's collection Dept has this dark and fraudulent strategy to attempt DOUBLING the payment and cash extra from those oblivious clients that may have forgotten at the time of the call that such payment has already been collected. Key Bank Collections Dept. shall have their automated calling system set up to wait 2 business day to call again in the event the scheduled payment did not go through. Besides I am feeeling harrased and abused by the Bank, I am feeling completely vulnerable, since I could have forgotten the payment I scheduled 2 weeks in advance and I could have fell in their fraudulent trap to collect a double payment the very same day, That puts me at the risk as a consumer that I may accept to pay in order to avoid more late fees, but I fall in to being short on funds in my acount and being double punished for insufficient funds by my Checking Account bank and by the Key Bank Credit card collections dept. I greatly appreciate your valuable help in processing and following on my complain as I am sure that I am not the only victim of such wrong strategy this and other the banks and Credit card companies are creating as a trap to consumers. I will be looking forward on your response and for the next step as I have proof documentation of my claim. I will be happy to provided it, along with my personal info. Thank you.
Company Response:
State: UT
Zip: 84084
Submitted Via: Web
Date Sent: 2017-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No