Date Received: 2016-11-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I previously applied for mortgage with First Niagara ( now KeyBank ). We made it to the cleared to close stage and had scheduled a closing. However, we discovered the seller actually did not have bank approval to sell at the agreed price and we withdrew from the sale and mortgage. We received an application withdrawal acknowledgement from the underwriter. No closing occurred and no mortgage documents or promissory note was signed. However, recently KeyBank has created the mortgage accounts for the amounts in the withdrawn application and is attempting to withdraw payments from our checking account. I also discovered that they have furnished the information on this mortgage to credit reporting agencies. We then sent a dispute letter via certified mail to the bank and hand delivered copies to the local branch manager and our loan officer. Since then the bank has had the collection department contact us and demanding payment on this non-existent mortgage.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2016-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-16
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: On numerous occasions I have called to fix my Key Bank online banking because they locked it out when they merged with First Niagara. I provided my full social so they could pull up my account. Apparently that 's not enough to verify my identity. I proceeded to provide my address on file, as well as my date of birth .... I was told that still was n't enough. They proceeded to ask me more " Public Record '' questions, which most of these questions did n't even apply to my life. After answering them I was told they still could n't verify who I was and could go no further in this call. I asked for a supervisor and at first was denied this. After asking 3 more times she placed me on hold. I held for over 20 minutes and finally had to hang up because no one came back. They are now charging me late fees and more interest because I can not pay my bill and they wo n't allow me to access my account.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Using Key Bank 's online portal, I performed a transfer of funds on XXXX XXXX, originating an ACH debit to XXXX of my checking accounts at another bank. Key ( Originating bank ) received funds on XXXX XXXX ( effective date ), which is the same date Receiving bank removed funds from my other account, but Key Bank still has n't made the funds available to me in the target checking ( as of XXXX XXXX XXXX. This is contrary to their disclosed funds availability disclosure and is an excessive delay for an electronic transaction. The bank has had my funds for over five days and has not made them available to me ( should have been on the effective date ). The branch tried to explain this had something to do with the bank holiday on XXXX XXXX, but that does n't explain why the credit half of this transactions originated on the XXXX does n't post for a full week. Key is always quick to post the debit half when it is the other way around.
Company Response:
State: IN
Zip: 46037
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Key bank took over First Niagara Bank is XXXX, Pa. Yesterday I did on online transfer of {$3000.00} from my checking account to pay down my line of credit. The money was immediately deducted from my checking account. 24 hours later XX/XX/2016 at XXXX the money is gone from my checking account and not applied to me LOC. When I finally got someone on the phone she first told me there is a day or two delay in transfers. I told her that was incorrect and most likely illegal. She put me on hold and said a memo just came through and I would have my money applied to me LOC by XXXX tonight. If the bank is doing this nationally they are reducing the interest they are paying on accounts by deducting funds from checking accounts and increasing their interest income on LOC accounts by not applying funds.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-14
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I recently moved to Pennsylvania and I have been trying to change the Title on my vehicle to my new PA address. I have contacted Key Bank customer service Auto Loan Dept. on 4 separate occasions in the past two months and I have been unsuccessful each time. Their customer service is horrible! I 've been given so many different fax numbers to send the request to and none of them are correct. Every time i call i am on hold for over an hour and then when someone finally picks up they tell me they have n't received my request or that i should fax it to a different fax number. I have 6 different fax transmissions showing it went through but they have n't received any of them. To top it all off i am calling XXXX and no one speaks English so they keep putting me on hold while they " research the situation ''. No one there knows what they 're doing. Not to mention every time I 've called the hold time is one hour or more ... and two times after waiting an hour the representative hung up on me so i had to call back again and wait another hour. So frustrating!. This customer service is unacceptable!!! My problem still has not been resolved. I want someone to call me back immediately with the correct information as to where DMV has to fax the request to change the title address to. My number is XXXX. I tried calling their corporate headquarters but the number listed on XXXX is disconnected. I was originally a Niagra First customer and had no problems until my loan was sold to this Key Bank and its been nothing but a nightmare. Auto Loan # XXXX. Thank you!
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I filed a case with New York State Department of Financial Services, XXXX, regarding an inquiry regarding who has regulatory jurisdiction to enforce New York State 's Unfair and Deceptive Acts or Practices statutes, citing specifically Key Bank 's failure to respond to my XXXX/XXXX/16 request for mediation using the NY State Attorney General 's program, and Key Bank 's failure to my XXXX/XXXX/16 business supplier submission, as Key Bank directed per my phone conference call of XXXX/XXXX/16, to be used as generating income to be used for a workout of the existing home equity loan of the Estate of XXXX XXXX. NY State Department of Financial Services referred me to CFPB, claiming that CFPB has regulatory authority over state law violations of a nationally chartered bank such as Key Bank. Is this true? Attached is a copy of the screen shots from my business supplier submission saved as PDF files.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-14
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On XX/XX/2016 I submitted a bill pay item in the amount of {$850.00} and as of XX/XX/2016 the payee had not received the check. I stopped payment on the item on XX/XX/2016 and was told various time frames by several telephone Rep when I would be receiving a credit back to my account. As of today XX/XX/2016, my account still does not have a credit for the missing bill payment. In this era of electronics I feel that Keybank is taking advantage of holding funds to retain interest in their holding account.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-13
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XX/XX/2016, I began my annual XXXX shopping. I started by going to a Key Bank ATM and withdrawing {$400.00}, then went to a department store where I purchased slightly under {$200.00} worth of merchandise using my debit/ATM card. Following the same pattern I use nearly every year, I then went to a discount big box store and selected a couple of items, as well as XXXX gift cards worth {$300.00} each. Although I have done this every year for the past XXXX to XXXX years, using either the same debit card or a Key Bank credit card, the debit card was declined with the message that I should contact the issuing bank. I had more then XXXX times the amount of the charge in my account. I completed the purchase using my Key Bank credit card without any difficulty. When I returned home and called the issuing bank, using the customer service number on the back of the card, the automated system refused to recognize that such a card existed. Not only had Key Bank declined the purchase ; it had effectively canceled the card entirely, so much so that I was not permitted to talk to customer service. When I finally received a voice mail message from the fraud department of Key Bank, the message said to call back and gave me a reference number. I made the call, only to discover that the fraud department does not take calls and that the reference number was of no use to the customer service department to which the call was automatically forwarded. In other words, Key Bank had constructed a system which prevented me from using my own funds, completely blocked the card I had just used twice successfully, gave me a fake reference number and forced me to deal with someone who could provide only formulaic responses to my questions. The claim the customer service department made was that the purchase was blocked because it was an " unusual '' transaction. That was not true. As noted, I make the same kind of purchase every year using Key Bank cards, so Key Bank had the information it needed to know that the purchase was quite normal. In fact, it approved the credit card purchase, despite the fact that I use the credit card almost exclusively for online purchases, which this was not. Nor have I received any communication from the Key Bank fraud department about the credit card purchase, even after the fact. In addition, the customer service department informed me that my daily limit on the debit card is {$10000.00}. That is patently untrue ; it is inconceivable that one could make sufficient purchases to equal that amount when any large purchase is denied. In sum, Key Bank has constructed a system which denies me access to my own funds at the time I need those funds. The bank seems to believe that it has more right to my money than I do.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Recieved a letter in the mail telling me keybank closed my account .... open an account on the 5 and today is the 13 and wasnt notified till today with a letter .. If there was a problem with opening the account i should have never been able to open and account .... my money is going to be sent back to me via check and have to wait for XXXX knows how long ... called keybank customer service and the do. Ot see why im account is closed ... worst bank in the world waste of time and waste of money for the simple fact i have to wait for a refund of my money and never was told why my account was being closed
Company Response:
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2016-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Key Bank and CFPB have used its response to complaint, case number XXXX, to respond to my XXXX/XXXX/16 complaint to the NY State Attorney General for my request for mediation with an empowered Key Bank representative who " can do deals '' pursuant to the NY State Attorney General 's mediation program. Other than representing that Key Bank received the complaint from the NY State Attorney General on XXXX/XXXX/16, I have received no response to this request from Key Bank or a forwarded response from the State Attorney General. Key Bank has also used its response to the specific request of case number XXXX to further respond to my complaint, case number XXXX. I will briefly respond to XXXX XXXX representations as a way of moving case resolution forward and may make a more formal complaint at a later date, because based on my research and discussion with the president of XXXX of what Key Bank 's representatives have misrepresented to me, I believe Key Bank is violating sections of Dodd-Frank and federal and New York State UDAP ( Unfair or Deceptive Acts or Practices ) statutes. XXXX XXXX divided her response into sections that she numbered one through five. I will reply to these responses in order : # 1 Request for loan modification options for estate : XXXX XXXX represents, arguably misrepresents, that " due to federal regulations, Key Bank can only offer a loan modification to the liable signer '' and then misrepresents that the estate is not the legal equivalent of the now deceased ( I 'll use its argument in foreclosure! ). I request that Key Bank identify what federal regulations to which XXXX XXXX is referring. I ask the relevant regulator reviewing this case to ask why a federal regulation allows for a bank to ignore its STATUTORY ( my emphasis ) obligations under Dodd-Frank and federal and New York State statutory UDAP provisions. # 2 Request for use of exchanging services as part of workout. I ask XXXX XXXX, again, to identify what federal regulations she is referring that " requires us to lend consistently among qualified individuals. '' I am familiar with the relevant sections of Dodd-Frank that require nondiscrimination in lending, based on the typical bases " race, gender '' and etc., " e.g. source of income. '' I am unfamiliar as to why these sections would prohibit a bank from offering barter as a mechanism for workouts with other borrowers or why XXXX XXXX representation allows Key Bank to avoid certain workout requirements of Dodd-Frank. I ask the relevant regulator to ask the same question, and, especially to recognize how, if Key Bank follows this policy, how it is violating public policy considerations as expressed statutorily by federal and state statutes, how much unnecessary injury it is causing to its borrowers, and how its loan collection policy might be viewed as " unfair '' or " predatory, '' as those terms are defined in law. # 3 Deed-in-lieu : I have spoken to XXXX XXXX who was kind enough to explain how Key Bank has conducted the transfer of deeds in lieu of foreclosure in the past. During the conversation, when I discussed the necessity of Key Bank to provide the value of the positive equity in the property as a term of the transfer because transferring the property and walking away from {$200000.00} in equity would be, to use my term, " insanity, '' as Key Bank was offering, XXXX XXXX agreed. # 4 XXXX XXXX misrepresents what I told XXXX XXXX in a phone conversation of XXXX/XXXX/16 regarding that I believe Key Bank is violating Dodd-Frank in its conduct of this case. It is not because Key Bank has chosen not to lend to estates ( although its misrepresentations that this is because of federal regulation was a source of mirth to the president of the XXXX ) but that it is not complying with D-F 's workout provisions. A workout is not a new loan. # 5 : Thank you.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2016-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes