Date Received: 2016-12-02
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This is a follow up to my Key Bank dispute. I forgot to mention that you said I confirmed XXXX transactions on XXXX XXXX??? You may have gotten a phone call but I can tell you it WAS NOT ME that called you! I have never spoken with you!
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Key Bank XXXX XXXX has reported ATM machine abuse on my XXXX report. This was reported XX/XX/2014. The incident they are reporting was an account closure due to letting someone else have access to my PIN number which was against their policy and they closed my account. No money is owed the report shows paid in full. Due to the use of the term ATM machine abuse I am denied any bank accounts which is making it very difficult to rebuild my credit.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-01
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: My business checking account with First Niagara was actual just acquired by KeyBank. I made bill payments on XX/XX/XXXX and XX/XX/XXXX with First Niagara. Seven of my customers ( long standing ) stated that they did not receive their checks. As of XX/XX/XXXX KeyBank took over First Niagara operations, it has been chaos ever since! I have spent XX/XX/XXXX month on the phone with KeyBank representatives ( multiple, who all give me a different story ), hours on the phone and in the branch bank trying to get some resolution! My customers and a automated bill pay alert from First Niagara are stating that the customers never cashed their checks, while KeyBank is stating they did! Due to a misunderstanding of how bill pay worked at my particular bank! NO ONE at KeyBank understands that when I submit a payment on bill it is automatically taken out of my account! This was confirmed by my branch office. The customer service representatives at KeyBank not only argue with me about it, but also when I have my branch call. NO ONE can even given me evidence that they were cashed ( a standard banking practice )! In the mean time, I have double paid 7 of my customers due to bank not knowing what they are doing! This should have been a easy issue! It has turned into a nightmare for me and my business partner!
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2016-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-30
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This is in response to my dispute with Key Bank over transactions from XXXX that I DID NOT AUTHORIZE. There are {$5000.00} in fraudulent transactions from this merchant. In your letter to me you say that the charges are considered authorized. What??? Show me a receipt with my signature and I 'll let this drop! I did NOT authorize these transactions. I am NOT going to let this go! I 'm attaching the letter you sent me. Nowhere in your letter is there any proof of these transactions being authorized! Show me my signature! You 're just trying to take advantage of a XXXX man!
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I Open a New Account With Keybank XX/XX/2016. and for some reason keybank froze and locked my new account on XX/XX/2016. because i have a previous balance with XXXX and its affecting my credit score with all Bank i the US. and i made a deposit of {$320.00} dollars on the new account i open with keybank. and this issue is coming from the previous account i had in the pass with XXXX that was send into collection charge off. i am currently on a process on having my credit fix with XXXX.
Company Response:
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-29
Issue: Forbearance / Workout plans
Subissue:
Consumer Complaint: I lost my XXXX XXXX I called Key bank credit card to inform them, I then asked to speak to someone in the hardship department. I missed an XXXX 2016 payment, In XXXX I called them they said to send in XXXX, I still asked to speak to someone in the hardship program they said I had 60 days to pay XXXX, when I called back they said I was misinformed. I am speaking to representatives from XXXX who would not even give me the address to the hardship program. I have been sending in payments and they refuse to work with me and continue to add on late fees and higher min payments I am sick and still disable with out any income other then my children helping me stay on track but the refused to help when all my other credit cards have.
Company Response:
State: NV
Zip: 109XX
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-25
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: My auto loan was purchased from First Niagara by Key Bank in XXXX. I have been making my payments online since XXXX with no issue before this purchase. On XXXX XXXX, posted on XXXX XXXX, I made a payment of {$360.00}, well above the normal {$330.00}, for the XXXX XXXX payment. This payment somehow was not recorded correctly as a normal payment, but XXXX that went directly to the balance. I called on XXXX XXXX to have this issue corrected. I was told that an adjustment would be made in 5 business days and thank me for the payment. On XXXX XXXX I get a statement where I owe {$680.00} which includes a late fee. The phone system does not recognize my payment in XXXX, but the website does. I again called customer service to have this issue fixed, which I was told they will immediately. As a good faith measure, I made another payment of {$310.00} for the XXXX XXXX payment. On XXXX XXXX at XXXX, I get a phone call from collections stating I never made a payment since XXXX, that I was delinquent by over 20 days, and they threatened to take my car and destroy my credit score. Obviously I was rather upset. I gave him all the information and associated emails FROM Keybank recording my payment. They said they noted it but I need to make a payment. I again called Key Bank customer service in the afternoon and asked for a Supervisor. After waiting an hour, I got XXXX. I explained to her the situation. She informed me that On Line Payments, the same system we were told to use when Keybank bought First Niagara, did not take normal payments. THIS WAS NEVER TOLD TO ME AT ALL! I told XXXX that I made a payment online on XXXX XXXX and I need to have this adjusted like the payment in XXXX. I told her, if you look at my account history, you 'll see I have made a payment on time or early for the entire life of the loan. I wanted documentation that this issue is their fault and that they are fixing it. They would not do so. I instead got XXXX direct number. At this point I feel helpless. I am getting punished for making an EARLY payment and worst yet, the only way I can make a normal payment is by sending it by mail as their online banking is n't capable of accepting the payment. What is this? XXXX? What bank in XXXX not except online payments!? I informed them that if this issue is not corrected by XXXX, I will contact a lawyer.
Company Response:
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2016-11-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-23
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Key Bank recently took over First Niagra. On XX/XX/XXXX, I contacted Key Bank as I had n't received anything from them since the changeover. I had made a payment on XX/XX/2016 and one on XX/XX/2016. This should have taken care of XXXX and XXXX payments. I was told by the man I spoke with " XXXX '' that he could see where I had made the XXXX payments but the XXXX on XX/XX/2016 was not credited correctly to my account. He told me that it was due to the change over and he was submitting it to the correct department to have it applied correctly and it would be fixed in 2-3 days. He assured me that it was due to the changeover and my account was fine and I did n't need to worry. On XX/XX/2016, I received a statement showing I am a payment late and I owe them {$740.00} this month. I immediately called KeyBank and spoke with XXXX. I got the same answer from him that the payment had n't been credited correctly and he was submitting it to be fixed and it would be taken care of in 2-3 days. I told him that is what the last guy told me and it still is n't fixed. He said he would follow up on it and call me the following day at XXXX. I have him my cell phone number as I would be at work. At XXXX the next day, I still had n't heard from him so I called the customer service number again. He stated he had n't heard from that department yet and would call me later in the day. When I got home from work I still had n't heard from him, but there was a missed call from collections on my home phone. I called the customer service number again and was told that they were working on it. I asked for a supervisor. I could n't quite understand her name. It was either XXXX or XXXX. She gave me a reference number of XXXX to use if I needed to call back. She also gave me a documentation number of XXXX and said this was the verification that I had made the payments. She assured me that it was being worked on. Today, XX/XX/2016, I received another collection call. I immediately called KeyBank. I again got the same story. I said this need to be fixed today and asked to be transferred to the department that was working on it. I was told that they do not have the ability to transfer to " the back office ''. I asked for a supervisor and was told there was n't one available. I said I would hold until one was available, and was told that a supervisor would not be able to give me any further information than what I already have. She refused to give me a supervisor and did not give me her name.
Company Response:
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-24
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This is in regards with my previous dispute with Key Bank. My ATM/debit card associated with my checking account has unauthorized activity on it. About {$5000.00} in unauthorized activity from a XXXX. Now, I 've notified you several times about this and you refuse to do anything about it. I 've notified you well within the required timeframe. According to the Consumer Financial Protection Bureau, the law states ... If an unauthorized transaction appears on your statement, but you did not lose your card, security code, or PIN or have any of them stolen, you should still notify your bank or credit union right away. Under federal law, you will not be liable for the transaction if you report it within 60 days after your account statement showing the transaction is sent to you. But if the charge goes unreported for more than 60 days, your money could be lost. ... so, as you can see under federal law, I am not liable for the unauthorized transactions. I notified you well within the 60 day time frame. Credit my account or I will take legal action.
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2016-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I called to get a auto loan payoff letter on XX/XX/2016. I was told on the phone that the letter had been ordered and that everything was taken care of. I was not offered the opportunity to fax or email the request for faster service. On XXXX I called to ask about the letter, but they said it would take several more days. I was told at that point I could fax a request in and they would turn around the request in two business days. I needed the letter that day in order to get the mortgage I had applied for. I was not offered any sort of opportunity to speak to anyone who could or would expedite the process, and when I asked about having called the previous week in order to request the letter and had not been given information that would have allowed the process to be more efficient at that time, I was told that it made no difference and there was nothing they could do. Key Bank cost my my home.
Company Response:
State: MI
Zip: 49507
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No