Date Received: 2023-09-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: ATM didnt dispersed funds of XXXX at Key Bank outside went inside talked to teller he checked account money was extracted from account but not received receipt said incomplete transaction teller communicated with bank manager who is in the bank with glass window where is able to see me and bank teller told bank teller to tell me to file a dispute without recognizing the issue was urgent said Im waiting on new customer trying to open up account for me to come back in 1 hour and 45 minutes came back still unable to see me Next day almost exactly same situation
Company Response:
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: I Have sent a complaint already I have power of attorney on my mother and the real estate in question and my lawyer assured me the first power of attorney papers covered everything but the second one really did. The bank refused to recognize my legal binding power of attorney papers. So I could do nothing with our home so the APR has been rising ever since with no end in site the payment when I started my mothers finances were at XXXX a month and now they are XXXX That is Robbery especially when they refused to work with me.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX account was used without permission, IRS Tax Fraud was commenced by all involved parties and XXXX XXXX XXXX filed a dispute and was denied access to his funds which were government issued with insurance coverage and IRS TAX EXEMPTION VOUCHERS.
Company Response:
State: NY
Zip: 14211
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: These individuals seem to have un official customer service and I did have problems accessing my account checking via online service due to confusing marketing.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX I deposited a check that was my son 's which I have power of attorney over the check cashed in my account there was a hold on my account for a month or so, then the fraud department decided to close my account, the bank at first had told me I would be able to come pick up the cashier 's check for XXXX but it would have been for XXXX due to me withdraw XXXX $ well none of that happend, then i was told that when they closed my account I would be XXXX $ overdrafted due to the funds being returned again that was not the case instead they closed my account i never received none of the money back and the check never went back to the issuing bank which i am able to provide emails confirming this, This is Key Bank on XXXX XXXX in XXXX XXXX
Company Response:
State: WA
Zip: 98901
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had unauthorized charges on my account both my joint acct with my husband and my personal account. Provisional credits were issued, and then they were taken back by the bank, with no notification all my funds were taken plus now the accounts are negative XXXX $ and the other XXXX XXXX $ and I'm being charged overdraft fees over and over again. I've tried talking to them about this firstly why the credits were reversed and was transferred around to 3 people waited on hold forever and then just told something about an ip address matching mine so they reversed it. My phone was stolen and being used via XXXX XXXX and XXXX XXXX i believe. And then it turned up at my home. Someone close to me had it and used my account and then left it. Still do not know who it was and it possibly could have been my neice that lives with us and she is XXXX. So I'm not filing any police report yet until i figure out if it was her or my son. The charges were not authorized however and so i don't understand how they can do this. It's causing major hardship for my family and I.
Company Response:
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX I was admitted into the hospital for an entire month due to previously diagnosed XXXX complications and stayed for 4 weeks. There were several transactions made during this time some I did not dispute. I alerted the bank of these transactions in both accounts on 2 different occasions and a dispute was filed. My police report was sent via email and that was not considered. I received a letter stating that they are reversing the dispute credits because I have previously dealt with the merchant. I never said that I did not deal with them at that time I did not because I was very ill and hospitalized. They have been reversing the transactions every month since XXXX. The reasoning is not clear as there was no investigation because me an the officer went to two of the locations and they confirmed that I had not been there in the month of XXXX. When I contacted the Bank I was still in the hospital and the representative was bias when it comes to people of color. The representative kept calling me Mr. and I'm a woman with a deeper voice did verification twice To make sure it was me and asked me the same set of questions 3 times in a row to see if she would catch me in a lie and stating that its there policy to ask 3 times and I have personal experience from working at a bank so I know this is not true, she was basically telling me that I was not being forthcoming. I have been faced with this for along time with Key bank. The representatives insensitivity the fees, unwillingness to understand and lack of knowledge of the bank products itself and the rules that they are governed by. Also many don't seem to comprehend your Issues and will transfer you to the wrong dept.
Company Response:
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This issue started in XXXX of this year, I received calls saying that my account was past due, when trying to reconcile what payments were not credited to my account, it was discovered that a XXXX, XXXX and at that time XXXX and XXXX payments were not reflected in my account as being posted. When I asked to open a claim to investigate the missing payments the supervisor would not open a claim, would not provide a way for me to contact the bank to open the claim, and was extremely rude and said he would have someone from their corporate office contact me which never happened. I then received another call mid XXXX with the same information again my account is past due XXXX, however at this point there was a total of XXXX of payments that were not posted to my account. This time I was provided an email address to send evidence of payments from my bank. I provided the information via email but did get a credit monitoring alert that they had reported me as 30 days past due. I have never had a late payment since the account was opened and always pay much more than the minimum payment due amount. I filed a dispute with the reporting agency as well as provided to the same email address that my credit score had been impacted by XXXX points due to this issue. Which on both calls I mentioned that since these missing payments were in dispute that I wouldnt expect negative reporting until this matter is resolved. That did not happen!
Company Response:
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Monday, XX/XX/2023, I received an unrecognized alert from my online banking stating, " Hi, it's KeyBank. We noticed that you updated your phone number on XX/XX/2023 at XXXXXXXX XXXX ET Reply STOP to opt out '' and immediately I logged into my online banking to discover that someone had accessed my checking account and added an additional phone number to my account. I Secured the unauthorized, added phone number : ( XXXX ) XXXX which is confirmed to be a " XXXX XXXX '' phone number, and then spoke to the KeyBank fraud department and alerted them to the unauthorized access to my account and I was told that they would create a report and assign the case to an investigator - and I asked that KeyBank cooperate with providing any information that they had ( ie ) location of the login, IP address, how the account was accessed, and anything else that would help me proceed to identify the individual so that I could proceed with the legal process in Georgia where I live- and I was abruptly informed : " That is all confidential information, you will have to subpoena the records before KeyBank will give you that information. '' Of course, such an idea to have to subpoena my own Bank login Records seems like KeyBank is protecting the identity of the criminal that attempted to Hijack or Defraud my account, rather than protecting me, their customer, as I was also told, they can not release the information because " the IP Address and other identifying information belongs to someone else. '' - very clearly making me realize, KeyBank has no intention of investigating, reporting, or prosecuting the individual, but as well, clearly told me that they would not assist me in anyway, proceed to protect my account or my identity. When I attempted again yesterday to gain the cooperation of KeyBank in verifying the information I had to gather on my own, I was still told, its confidential and when I asked if the bank intended to investigate and prosecute the unauthorized access to my account and deal with my stolen identity, I was told no, I would have to do that myself. When I recited the IP address to the woman on the phone who said she was a manager, she seemed quite surprised that I had gathered pertinent information, and rather than confirming that it was indeed the same information they had, I was asked, who at the bank gave me the information, because if they did, it was not allowed, basically telling me that indeed, the information I gathered is accurate, or she'd of had no reason to ask me who at the bank gave me the information, but they refused to send me information to aid in pursuing legal civil remedies. This account IP belongs to XXXX XXXX and is a business account in New York, " XXXX to be more specific. '' IP : XXXX Hostname : XXXX IP address : XXXX Hostname : XXXX Provider : XXXX XXXX : XXXX XXXXXXXX ( lat ) / XXXX ( long ) XXXX XXXXXXXXXXXX XXXX XXXXXXXX City : XXXX XXXX Region : New York ( NY ) Postal code : XXXX Country : United States ( US ) Continent : North America ( NA ) Metro code : XXXX Coordinates : XXXXXXXX ( lat ) / XXXX ( long ) As of Time and Date : XXXX XXXX ( XXXX XXXX ) NETWORK I can not believe that KeyBank would put me, as a victim of identity theft and unauthorized account access in a position that I must spend $ $ $ gaining a court subpoena or court order, and potentially wasting valuable time where this sort of vital information would make a difference in such crimes happening to me again, or someone else that may not have the knowledge of how to track down this information, yet still know that I need the information to protect myself- and outright refuse to cooperate. I believe that should I have to spend money and wasted time in gathering KeyBank 's cooperation, they should be responsible for any costs involved and any further damages that occur as a result of their willingness to protect a criminal and allow me and my daughter to suffer the consequences of something we are not at fault for. The FTC states that I have the following rights : If someone steals your identity, you have the right to : ****** Get copies of documents related to the identity theft. ***** create an FTC Identity Theft Report place a one-year fraud alert on your credit report. place a seven-year extended fraud alert on your credit report. get free copies of your credit report. get fraudulent information removed ( or " blocked '' ) from your credit report. dispute fraudulent or inaccurate information on your credit report stop creditors and debt collectors from reporting fraudulent accounts. stop a debt collector from contacting you. And as far as I am concerned, KeyBank is deliberately interfering with my ability to protect myself and my financial wellbeing and avoid any further unauthorized access and identity theft.
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have attached 4 documents attached regarding a case I have with Key Bank Corp. Key Bank transferred {$59000.00} from my business checking account to XXXX XXXX days after I put a hold on my account for apparent fraudulent activity. This actually affected 5 total accounts 4 consumer and 1 business. Key Bank sent a letter after I filed a complaint with the OCC, The FBI, The Washington state attorney General 's office. Key Bank responded by e mail to let me know they could not recover the funds and thus it is not their issue any longer. I will attach the time frame of all activity. Timeline of events Monday the XXXX of XXXX at XXXX received a call from Key bank about unusual activity on our account we declined to give a password for this call, same call on the XXXX of XXXX. Tuesday the XXXX of XXXX, we stopped at Key Bank branch in XXXX to report fraud. Thursday XX/XX/XXXX XXXX got a notification of account balance. Called the bank to report fraud immediately. Spent close to an hour on the phone putting a stop to the fraud and was assured that the transfer would be stopped and account on block as the charges were pending. Texted my mother joint accounts at XXXX to tell her what happened. XXXX XXXX sharp called Key bank in XXXX XXXX Washington to speak to XXXX XXXX our personal banker. Did not get ahold of her until around XXXX that day where she put a stop on our account, also made an appointment to meet at key bank at XXXX Monday the XXXX. I then tried to use my card that day in XXXX XXXX to see if they did put a stop to my debit cards and found the card did not process the transaction. Went to key bank at XXXX after XXXX called to change the time, on the XXXX of XXXX with my partner and mother all of whom we share accounts to open new accounts, unfortunately there was some confusion with the business bank account as they could not open one for some reason. Went into the bank 2 days later on XX/XX/XXXX to speak to the branch manager and he tried to open an account but to no avail. He said he was going to work on it and send it to XXXX desk. Found out that day that the reversal of the funds had been taken back out of the account on XX/XX/XXXX We went back in on the XXXX to complete the opening of the new business account, XXXX XXXX stated we had nothing to worry about, there was just a hold on the funds while there was an investigation, and the funds never left the bank. That it had been moved from fraud investigation to corporate investigations and we would have the funds no later than the XXXX. Days later called XXXX and e-mailed the same update, an investigation was being conducted but the funds never left the bank. We were assured of this many times up until Thursday the XXXX at XXXX XXXX XXXX called and approximately XXXX hours between the business banking department and the executive client relations we spoke with XXXX and XXXX advised that the money was not recovered from XXXX Bank XXXX XX/XX/XXXX he could give no reason why we were not previously advised of this, or why we were advised funds were being held due to an investigation. He then escalated to XXXX in the executive clients relations department. It was due to this call we went into the bank immediately at XXXX sharp where we were told that the bank Key bank made the transfer on the XXXX of XXXX. Minutes Days taking every precaution to put a stop to this by blocking our account from any activity. We werent even told the funds have left the account until the XXXX. We were finally put in contact on the XXXX of XXXX with the executive case management team with our contact being XXXX ( no last name no e mail ) and given a case number with a phone number XXXX. Case number XXXX After speaking 2 times with XXXX and letting her know that Key bank is in violation of many laws all of which my partner knows very well as he was the Senior vice president of deposits for XXXX XXXX XXXX for 13 years, she stated she would call us back with an update on XX/XX/XXXX and then ghosted us until today when I spoke to a receptionist and was told she is in meetings all day and this will need to wait until Monday. On Friday XX/XX/XXXX I sent out e mails to local news outlets to get our story out about what is transpiring, I received a phone call from XXXX XXXX and have been working with them since. I tried again to contact XXXX regarding the money with no phone call back, finally I had an appointment set for Monday the XXXX at XXXX. I called to speak to her but was told she would call back. I then called back at XXXX and got ahold of XXXX XXXX XXXX stated on recording that the Fraud department told her that the funds that left Key Bank was in fact transferred to XXXX XXXX and those funds were gone from XXXX XXXX, I repeated this to her and said so you acknowledge that what you just told me was Key Bank released the funds on the XXXX to XXXX XXXX after I put a hold on the account then in turn XXXX XXXX released the funds to the perpetrators. She said that Key Bank is trying to recover the funds from XXXX XXXX. I then said to her she admitted the bank gave the funds away and that the bank was trying to recover them. I then stated that has nothing to do with me, it was clearly the banks mix up and instead of holding my funds they need to give me a provisional credit. XXXX said you said they gave you provisional credit I said yes, they did but Key Bank took it back on the XXXX of XXXX to pay XXXX Bank. I was aghast that she as the only point of contact didnt even realize this happened. I then asked if I could speak to a supervisor of hers, maybe someone in the fraud department, XXXX stated that she was the only one I could speak with, there was no other point of contact and that these investigations can take up to 90days. I stressed to her that I was going on the news and hiring an attorney to help expedite this case. XXXX then set up another phone call for Tuesday XX/XX/XXXX at XXXX XXXX XXXX. We as a small business have potentially lost {$59000.00} over a month ago because something happened internally in Key bank releasing all our funds to the perpetrators. I want to know how many times this has happened to unsuspecting small business owners with this bank and get the word out to everyone that does business with Key bank and tell them that their security protocols are not inline with federal regulations. XX/XX/XXXX spoke to XXXX XXXX at XXXX, I was then informed she had no further comments or answers on the matter and is just waiting for Key Banks Fraud department to get back to her. We then stated to her that we will start our search for an attorney, file complaints with the OCC and the Attorney General in Washington XXXX and in Ohio. XX/XX/XXXX I called XXXX XXXX and spoke to a woman about the names of the individuals who took the money. I had found out the names the day of the original withdrawal. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The Banker tried to look up those accounts by name and found no one by those names, she informed me that they represent over 150 different businesses and that it sounds like a prepaid debit or something of that nature. She then informed me that my bank should immediately contact the research analyst and process an XXXX form to XXXX I then called XXXX XXXX to tell her what I am working on what I found out, I had the receptionist tell her as I did not get ahold of her at this point. XX/XX/XXXX spoke to XXXX with XXXX XXXX office and she advised me to file a complaint with the FBI, I did an online letter and also called. XX/XX/XXXX I called the executive offices of key bank and was told by the receptionist that XXXX XXXX was unavailable to take my calls. I started to do my own research on lawsuits with key bank and came across a class action lawsuit that is being represented by XXXX XXXX in XXXX, I placed a call to them and also e mailed my timeline to see if I can get a reaction and some legal help with this matter. I will be doing my XXXX XXXX XXXX interview with the news outlet tomorrow and hopefully it will air this week. XXXX made an appointment with Brain Flick of XXXX XXXX at XXXX to see about taking on my case they specialize in litigation with banks and have XXXX similar cases right now. Timeline XXXX XXXX first call from bank about suspicious activity XXXX Third call so we stopped into the bank in XXXX to speak to a personal banker Thursday the XXXX XXXX got a notification of account balance XXXX on the phone with fraud department XXXX on the phone with XXXX with local branch key bank made an appointment to come in on the XXXX Monday the XXXX Wednesday the XXXX is when funds were gone out of my account all {$59000.00} were informed that the funds were still at the bank however found out on the XXXX that the bank transferred the funds to XXXX XXXX Thursday XXXX completed opening the business account XXXX spoke to XXXX in executive client relations he confirmed the funds left the bank XXXX put in contact with XXXX XXXX with executive client relations. XXXX started my search for lawyers, and news outlets. XXXX XXXX confirmed that the funds were no longer at XXXX XXXX and that they were trying to recover the funds. XXXX I called XXXX XXXX and spoke to a member of their team where she informed me that Key bank has yet to file an indemnity form which I was told has yet to be filed. XXXX made an appointment with a law firm XXXX XXXX XXXX XXXX. XXXX. Just spoke to XXXX with executive relations and were told they received the OCC complaint, and no further phone communication will be allowed everything must be handled by letter. XX/XX/XXXX heard back from the Wa Attorney General and key banks statement. Key bank justified their opinion and stated that there was not time to take back the funds and referred to page XXXX stating that they bare no responsibility.
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A