Date Received: 2016-11-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have a business checking account and associated line of credit ( LOC ) with Key Bank. I have enjoyed working with them for about a decade. At the same time they acquired XXXX ( this XXXX ) I sent {$6500.00} ( XXXX different transactions ) from my XXXX Bank account to my business checking account. After many calls and showing Key Bank the proof of deposit/receipt of the first installment ( {$3000.00} ) they finally agreed to credit my account with the money. I was then told that they also got my {$500.00} second installment, but they used it top pay late fees that would not have been there if they had correctly deposited the first installment. In a phone call they told me that they had cleared it all up ( but never sent me the details ). I sent in a third installment of {$3000.00}, having faith that they corrected their processes. The local Key Bank representative that told me all of the money was there and now accessible, but showed me no proof, no longer returns my phone calls or messages. The corporate customer service people have been very nice - as is their job - but they are unable to get me my XXXX Installment ( {$3000.00} ) or get me the details of what they did with the {$500.00} XXXX installment, other than telling me that they used it to pay fees I accumulated. I have the XXXX Bank checks of all of the deposits, complete with Key Bank 's stamped information on the back of the check. Customer service confirmed that they have received the proof, confirmed that there is at least {$3000.00} missing, and confirmed that I should not have had fees taken from the {$500.00} installment because it was their error. The intent was to deposit the funds into my Key Business account and then transfer the money to pay on the LOC. I 've been doing this for nearly 10 years. What is additionally odd is that when they found the first installment of {$3000.00} the did n't send it to the designated account number ( the checking account ) but sent it straight to the LOC. Then, they told me that the same thing happened with the {$500.00} I sent to the checking account ( complete with the checking account number on the cashed copy of the deposited check ) - it went to the LOC account instead of the checking. They had no explanation for this. The still missing third installment of {$3000.00} was also directed to be put into the checking account. This has gone on for about 2+ months. I have wasted at least XXXX between dealing with both XXXX Bank ( who Key Bank initially blamed ) and Key Bank. Key Bank ONLY stopped trying to discredit me and XXXX Bank after they received proof of the deposited checks. Now all they tell me is " We are still waiting for a response from up above. '' I want my entire deposit ( {$6500.00} ), the fees waived, interest being charged on the LOC to stop be corrected AND stop being collected during this time period - after all, the interest is for them doing their job as my bank, which is not happening - and I want compensated for the time I have been trying to correct their mistake. I am a XXXX and I lose money every single time I deal with this. I was using the LOC to pay quarterly taxes, which I can not do without access to the deposits I sent. Therefore, I am also going to be assessed late payment fees from the IRS. To Key Bank - I was a huge fan for many years. I even sent gifts to the local branch staff in XXXX ( such as chocolate covered fruit to say thank you for their continued great service ). I believe you can make this right, and I believe that you are going through a tough operational challenge, but you are stealing my money and that is called theft. If you can not resolve this to my satisfaction and the satisfaction of the law I will be required to hire an attorney and take you to court. I absolutely do n't want to do this, but it is your choice.
Company Response:
State: FL
Zip: 32566
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Key Bank insists I have a checking account with them. I do not. I never had any accounts at Key Bank. They sent me five correspondences, including a bank statement from this non-existent account! One letter stated they were going to " furnish negative information to a credit reporting agency '' They say my account number is XXXX. I have been contacted/dealing with their fraud detection department. They want me to claim I am a victim of identity theft -- I am NOT. I want nothing to do with this bank. Thank-you. Sincerely, XXXX
Company Response:
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Recently Key Bank acquired many of the facilities and accounts of 1st Niagara Bank. In communications from both 1st Niagara and Key Bank, customers were told that no change would take place, that we would continue with the same accounts : the account numbers would remain the same, we could use our 1st Niagara Checks, etc. We were also told that we could continue to use our ATM cards and ATM passwords. I am XXXX of those 1st Niagara customers that was " sold '' to Key Bank. Other than some initial problems getting Internet access to my accounts, things seemed to be going OK. Yesterday I received my XXXX statement for my checking account. On that statement I noted a {$1.00} fee for a " KEYMONEY ATM CARD FEE ''. I e-mailed the bank about this and was informed that this was because I did not have a Key Bank Debt card ( which Key bank apparently has designated as " their '' ATM card ). So unless I get a Debt card ( which I prefer not to do as such cards do not have the consumer protections that credit cards do ) I will have to pay a monthly fee to access my account via an ATM The bank also told me that this fee was disclosed in a XXXX page Consumer Disclosure Booklet. So apparently earlier statements to the effect that we 1st Niagara customers could continue as usual were not truthful. As a minimum, Key bank should continue to honor the 1st Niagara ATM cards with no additional fees.
Company Response:
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-23
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Key Bank calls my home every day asking to speak to a person who I have repeatedly told them I do not know. I just got this number about 2 months ago, and I 'm assuming they are looking for the previous owner of that number. I answer every day, tell them I do n't know those people, and ask them to remove my number. They do not remove my number because they call back the next day. I called and attempted to speak to a supervisor, and they refused. I was then told I could not have my number removed unless I proved I was not those people. I have no intention of sharing my address, or any other personal information with them. XXXX just want the calls to stop. They are calling from XXXX
Company Response:
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am trying to close a line of credit with Key Bank ( formerly First Niagara ). The process has dragged on for more than 30 days. I can not open another line of credit at my new bank because the lien on my Key Bank account is still on file with the State of Connecticut ( where I live ). Agreed upon account termination timelines have gone unmet despite promises from well-meaning staff at my local branch.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited a personal check into my checking account on XXXX XX/XX/2016. The check cleared the bank it was drawn on the next day, XXXX XX/XX/2016. XXXX I called my bank branch and inquired as to why the funds have not been released to my account and was told there was a hold on it and it would not be available until XXXX XX/XX/2016. When I questioned why I was told that I had an overdraft in XXXX and that is why. I have since got my statement from another business and they are scheduled to withdraw funds from my account. This will cause me an overdraft. The funds should be there as soon as that check cleared. Why should I have to pay a overdraft fee? They want to hold funds siting an overdraft from the month prior and cause me to have another possible overdraft??? Where does that make sense? The money is mine and should be in my account. The bank is Key Bank and the location is XXXX, PA
Company Response:
State: PA
Zip: 18062
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-21
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: I have been going through this dispute for an extensive period. Key Bank has this debt listed twice on my credit reports, KEYBANK NA account number XXXX .... and XXXX Account number XXXX .... I never signed or knew of this account until my dispute. XXXX is the party liable for the account. Key Bank requested a notarized letter from XXXX, I have submitted several times, in which I have attached with her acknowedgement that this Key Bank account belongs to her once again. Key Bank requested a signature from XXXX which I did not have. It is unreasonable to request documents from that time frame.My signature remains the same no matter what documents I have submitted. I searched and searched and located the copy of my XXXX mortgage which had my signature and I sent Key Bank and attaching again. I have previously provided other documents which has my same signature. The only other documents I have are the documents from my deceased spouse and son which is dated XXXX and XXXX which is extremely private. I have submitted my property appraiser document which even showed that I have lived at my current address almost 10 years, which is my XXXX and my prior address is the address on my XXXX mortgage information attached. The address on your application is n't mine. I am exhausted all options besides legal measures in which I have consulted a firm. This is unbelievable.
Company Response:
State: FL
Zip: 33426
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened a keybank bank account with the confirmation from an employee who guaranteed me he entered some code to get me the {$300.00} bonus for account opening and assured me that I should get it if I meet all the conditions. Even after 90 days and meeting conditions way before time, I never received the bonus. One of the things they advertise and do not honor is fraud and I wanted to bring it to federal attention, how keybank rips people off.
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: First Niagara Bank was sold to Key Bank. On XX/XX/XXXX, the date of the transition, it took over 4 hours to gain access to my accounts online. On XX/XX/XXXX, Key Bank deducted my mortgage payment ( they call it 'auto deduct ' ) which I did not authorize. This caused an shortage in my acccount. Key then deducted funds from my savings account to partially cover the shortage. When I discovered the error, Key told me it would take 10-30 days to correct. I left work ( losing pay ) and went to a branch and demanded the error be corrected immediately. It was corrected the next day. The following week, Key again overdrew my account by making duplication payments to XXXX other accounts. Unfortunately, they did not reverse their unauthorized deduction from the savings account so I had no funds to rely upon while Key figured out how to correct the error. They then accused me of setting up something they call " Auto Deduct '' which I never used with either Key Bank or First Niagara. On XXXX/XXXX/16, I set up a bill payment for my mortgage with Key Bank and the funds were deducted. As of XXXX/XXXX/16, the payment has not been posted and Key Bank departments - Mortgage Servicing, Online Banking or the branch - can figure out why the payment is not posted. All departments acknowledge the withdrawal of the funds from my account, however, I receive daily calls about a late payment, and daily mailed notices with threats that my credit rating may be in jeopardy. This is not fair or right. I did not ask to be transferred to Key Bank and since being assigned to them, I have to check my account online at least 3 times per day to insure that the bank has not tampered with the account without my knowledge. Their lack of internal controls, their obvious inability to handle the transition of accounts from First Niagara and they accusatory behavior towards their customers should be dealt with. I am trying to go to another bank but refinancing my mortgage will cost me even more money. But I am at the point that I have no other choice. Can you help me get through to Key Bank and have them fix their errors?
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-20
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This is in regards to my previous complaint to Key Bank. You denied my claim because I 'm a signer on my own checking account??? That makes absolutely no sense! Someone used my debit card without authorization and you 're unwilling to help me. Why? Because it 's going to take a little work on your part? Well, I went ahead and did most of the work for you. Just to review my previous complaint, I have {$5000.00} in unauthorized charges on my account from a XXXX. This company is illegal in the United States and to any U.S. citizens. Now, I went ahead and got in contact with XXXX to find out where my money is. It turns out that the " purchases '' on the debit card are actually deposits into a " brokerage '' account. I use quotes because it 's a sham. Now, I actually got them to give me the login info to the online account where my money is. It showed that it was all there. So, I told them I want to withdraw my money and they closed the account and wo n't give me anything back. I even told them that my card was used illegally. It does n't matter to them. They 're just in business to ripoff credit/debit cards. So, that is what has happened to my {$5000.00}. I just want it back!
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2016-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes