Date Received: 2017-02-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To whom this may concern. My name is XXXX. I live with my family in XXXX, VT. Our family has lived here for 32 years but I am terrified that we may lose our home to foreclosure. We have been trying to get relief by means of a mortgage modification for almost a year now. Our mortgage is being serviced by PHH Mortgage and it has been continually mishandled time after time. XXXX ( b ) Receipt of Loss Mitigation application - " A servicer shall exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application. '' We have been sending/ faxing documents since the spring of XXXX and now to find out we have a sale date of our house on XX/XX/XXXX. I have sent in no less than 4 complete financial packages to them ( RMA Packages ). I have also had 4 different account managers since I have been trying to get this done. Each time I got a new manager, they said I had to start all over again sending them the entire RMA Package again. XXXX Continuity of contact - " Servicers are required to maintain reasonable policies and procedures with respect to providing delinquent borrowers with access to personnel to assist them with loss mitigation options ''. Why was n't I assigned a single point of contact to assist me in saving my home? I resubmitted a package in early XX/XX/XXXX and was told by the current acct. manager that all was looking good and they did n't need anything from me while the file was being reviewed, again, by an underwriter. I just found out that now there is an auction date for XX/XX/XXXX. When I called to find out why I have an auction date, I was told by a XXXX that the file had been denied because the RMA was not submitted 37 days before the foreclosure date, but it had. How did they schedule a sale date while I was being reviewed for a modification? XXXX ( g ) Dual Tracking is prohibited. " Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure. I desperately need someone to intervene in postponing the sale date of XX/XX/XXXX while my financial packet gets reviewed for a modification. I believe PHH Mortgage has deliberately and systematically steered our mortgage into foreclosure for their own financial gain. There is approx. $ XXXX in equity in this property. " CFPB 's mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure '', " borrowers should n't be surprised by the start of a foreclosure proceeding until they have had time to explore all available options ''. At one time we even sent them {$3000.00}. to go toward the arrearage but that was returned. It was clear at that point that their intention was not to help me but continue to egregiously pursue the foreclosure process for no other reasons than substantial monetary gain. It appears, without a doubt, PHH Mortgage has violated numerous servicing laws set up to protect mortgagers under the Wall St. Reform & Consumer Protection Act. Please help us by contacting PHH Mortgage so we do n't lose our home we love and have lived in for over 3 decades. I do n't know what will ; happen to our family if we are rendered homeless. Please help!!! XXXX & XXXX, VT
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2017-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: In late XXXX XXXX, I opened a Key Express Checking account through KeyBank 's website with a {$300.00} promotion code ( attached ). I fulfilled all the requirement for the bonus, which were ( i ) to open a Key Express ( this is the basic banking account in New York ), Key Advantage ( R ), Key Privilege ( R ) or Key Privilege Select Checking ( R ) Account online between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and ( XXXX ) to have XXXX direct deposit of {$500.00} at the minimum within 60 days after account opening ( a direct deposit in the amount of {$500.00} was made on XXXX/XXXX/XXXX ). The terms stated that gift will be deposited into your account within 90 days of meeting requirements, but I did not receive anything until early XXXX XXXX so I contacted KeyBank 's customer service and the representative over the phone advised visiting a branch to speak with somebody after confirming that I was eligible for the bonus. I visited the XXXX branch ( XXXX XXXX XXXX XXXX XXXX NY XXXX ) the same day and spoke with XXXX XXXX ( relationship manager ) who again confirmed that I should have received the bonus and told me that he would contact the back office and get back to me. I received a call from XXXX a couple of days later who said the back office stated that I was ineligible for the bonus because I had an account with KeyBank within the last 12 months of opening the account in late XXXX XXXX. I was aware of this requirement and double checked to make sure my previous account with KeyBank was closed prior to XXXX XXXX before opening the current account in late XXXX XXXX. Per the Back office, my previous KeyBank account was closed in XXXX XXXX. However, the account the back office was referring to was closed by KeyBank prior to XXXX XXXX without my request as I had no balance in the account. I clearly remember this because I participated in the KeyBank offer that I received through a letter in which KeyBank offered a {$50.00} cash gift for making at least XXXX posted payments and/or purchases between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. I completed XXXX debit card transactions on XXXX/XXXX/XXXX and waited 90 days for the bonus to be posted but realized that my account was closed at the 90-day mark when I tried to log into my account to check if the bonus had posted. I spoke with multiple KeyBank representatives at the time both over the phone and at the XXXX branch but everybody was saying that I was ineligible for the bonus despite fulfilling the requirements as my account was closed ( without my request ). Subsequently, I filed a complaint with the Consumer Financial Protection Bureau in late XXXX XXXX ( Case number : XXXX ) which was then resolved. After speaking with XXXX, I spoke with his supervisor XXXX who asked me to come in to the branch to discuss the matter. I visited the branch the next day but he was not available so I ended up speaking with XXXX again over the phone. However, XXXX just repeated what XXXX told me. I had asked XXXX to escalate the issue again as my previous account was closed prior to XXXX XXXX per KeyBank when it tried to not honor the {$50.00} bonus a year and a half ago. I have not heard from XXXX for over a week and I have not been able to reach him. I think it is wrong for KeyBank to state that my account was closed prior to XXXX XXXX to not honor the {$50.00} bonus last time then now say that my account was closed in XXXX XXXX to not honor the {$300.00} bonus.
Company Response:
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-23
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I had negative balance in my key bank account .When I saw this I contacted key bank customer service and the person I spoke with had in touch supervision and confirmed me that all the minis balance ( total {$62.00} ) will be waived from my account mi waited for another few days and checked if it 's saved but seeing it 's not been waived I contacted again then they promised that my request has been to somewhere to get it sanctioned that 's why it takes time and also made sure that I could even go to the local branch to get it waved, I do n't need to explain everything will be there in system.i thought OK and was busy with other stuff, checking my account today I was shocked to see that not only my previous balance was not waved but also there was a new reccuring overdraft fee added to the account totalling {$91.00}. I called customer service and now they say they have nothing in the system and do n't know anything about my previous calls.i am totally helpless, they are being money looters and I can not let it go like this.Expecting help to resolve this issue.Thank you
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-23
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Key Bank sent a proposed arbitration provision to our Preferred Credit Line Agreement with an opt-out requirement, including that the opting out " must include the information set forth in the Arbitration Agreement, '' requiring borrowers either to make a copy or transcribe its proposed account agreement merely to preserve the existing account agreement. The proposed loan modification agreement was not sent by proper legal notice in New York State but was sent by First Class mail, postage prepaid, which makes the notice and opt-out provision legally dubious.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2017-03-18
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2017-02-22
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Here is my issue : My automobile loan was with First Niagara. I never had any issues. The service was great! First Niagara was then bought out by KeyBank. Since KeyBank has taken over my auto loan, I have had nothing but issues. Through my bank 's Bill Pay ( XXXX ) I have set up to make my monthly payments to KeyBank. For each of the last three or four months, KeyBank refuses to accept my payment. I then am forced to call KeyBank and when I try to explain my issue, I get hung up on. I have to call back one or two more times to get someone that will not hang up on me. I am then forced to make a payment over the phone, in which KeyBank charges convenience fees for. Each time I call, I then find out that there are late fees on my account. Mind you, each month I call and explain the issue, I am told that the fees will be waived. Last month when I called, KeyBank told me the issue was that I had the wrong address for their company. This is the same PO Box that KeyBank had given to me. So I changed the PO Box to what their service representative told me the address should be. I look yesterday at my bank account and see that the payment has been returned again this month. I am tired of the games with KeyBank. I am the XXXX and I pay my bills religiously. Please help me. I am also apparently not the only one that is having issues with KeyBank : XXXX I would love to discuss this with you.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2017-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: To Whom it may concern : I recently opened a checking account with Key Bank and received a letter in the mail this weekend that my account is being closed per their " Deposit account agreement and funds availability policy. '' I went to the local branch and they could not answer what this was about as they saw no unusual activity on the account. In fact the only unusual event was that my opening deposit I submitted online from My XXXX XXXX account entered my Key account but was sent back to XXXX XXXX. After this every electronic transfer was fine and had no issues ( the bank branch could n't explain that either ). I 'm more concerned I called the depart I was advised to call and they were unable to provide anymore information than " the account was being closed per the policy. '' How can they close an account with no explination to the consumer? I have a right to know what is going on and why they were taking that action. On another note I want answers because my tax refund was paper filed this year due to my wife 's XXXX status and being a first time tax filer. My refund is scheduled to enter the Key Bank account however it will no be closed by the time they submit my refund. This is a problem as I can not change the bank account information after filing and Key will not explain anything to me. I am afraid I will never get my tax refund back at this point.
Company Response:
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2017-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After 3+ years of walking into key bank every month to make my payment & waiting 10- 20 minutes EVERY single time to make my payment which by the way includes extra principal. The wait is because key team members at every level teller, mgr, executive office can not locate their own loan. I was told by the branch mgr at the XXXX office that the wait is my fault & I 'm doing it incorrectly the payment is intended to be mailed. This occurred in XXXX. In XXXX 2017 I sent my payment via billpay to keybank the check was rec 'd & deposited on the XXXX it was sent on the XXXX. but never credited to my acct. I phoned the number on my invoice 3 times once to est. where to send XXXX ck & twice to verify receipt of my cancelled ck & deposit to an acct at Key, but not MY acct. After no resolve, I contacted the exec. offices at key spoke with & emailed XXXX XXXX & he refused on XXXX to acknowledge receipt of my info. Again he refused because he could n't find my loan or info JUST LIKE EVERY OTHER TELLER I 've ever worked with. I am VERY CONCERNED about the security, & integrity at key bank. The obvious inefficiencies of their system not to be able to locate their own loan & cause so much XXXX to a customer regarding very simple info ; " Did you receive the payment? '' I really hope others do not have to go through this terrible experience which at this point involves over 2 hours on the phones with key team members, contacting my own bank for verification, & STILL has not even been acknowledged with a simple yes, we 've rec 'd, no we have n't. It 's beyond ironic that key claims to assist woman XXXX & in my 30+ years of business this is clearly the worst experience to date.
Company Response:
State: NY
Zip: 14424
Submitted Via: Web
Date Sent: 2017-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-17
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: In reference to my previous case XXXX, I want to file a formal complaint about the Ipso Facto Clause within the promissory note, which allows the automatic default by the lender upon a creditor 's formal bankruptcy filing. This was the damning clause for me as all my other private/federal loans went into a state of forbearance due to them being student loans. As such, they were not included within the formal bankruptcy debts to be discharged. KeyBank was the only institution that enforced this clause out of all my student loans held and after my discharge the debt went to collections. I feel it an unfair and highly unethical practice to allow lenders to include this clause within the contract if student loans are not dischargeable under normal bankruptcy proceedings, without proving undue hardship. As I made no attempt to prove such hardship during my filing and the inability to regularly discharge the debt, I feel the CFPB should move to block this type of institutional maneuvering and provide consumers with a more fair chance at repayment. Please advise.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-15
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Used bank card as CREDIT CARD at XXXX locations and realized the next day I used the wrong bank. I check the account and it indicated PENDING for these transactions. I deposited CASH in account to cover these PENDING charges. Today I went to verify my SS check was deposited and notice XXXX overdraft fees : tier XXXX overdraft item charge of - {$38.00} tier XXXX overdraft item charge - {$38.00} overdraft item charge {$34.00} I called the Bank Manager and ask why if these were PENDING as CREDIT CARD transactions and CASH was put into account before the charges hit my account, why these overdraft fees. She said that is way it works, pending is same as charged. They took off XXXX overdraft fee but left other XXXX tier XXXX overdrafts. NOTE : the attached file No longer indicates PENDING but a charge backdated hiding the PENDING status.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-15
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I bought a car that was financed by First Niagra bank. A year later, first Niagara merged wit a bank called Key Bank. Since this merger I have had issues with payment. Anytine I make a payment, they tell me they do n't receive it. But when i check my bank statement it shows that the payment was taking out. I have been calling since XXXX to resolve this problem but to no avail. They are very incompetent and very unprofessional. I have had debt collecting call since XXXX and I 'm not even at fault. The worst part is that it has wrecked my credit score. My credit used to be very good and now its below average. I 'm a young woman who has been working very hard and going to school so I can have a great future and a good life. That seems like a dream now because of this problem. I will be going to XXXX school next semester and I dont know how I 'll get a loan with my credit score the way it is right now. I am frustrated and do not know what to do. To anyone reading this, please stay very far away from Key Bank. They are horrible and could ruin your lives. In America, you need good credit for everything, when it ger ruined or wrecked you are XXXX. You can not buy a gouse, rent one or even buy a car.
Company Response:
State: NY
Zip: 11433
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No