Date Received: 2023-08-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My wife and I attempted to transfer {$200000.00} from our KeyBank savings account to a Fifth Third Money market account on XXXX via a KeyBank Official Check ( copy attached ). On XXXX XX/XX/2023 we received a letter ( copy attached ) from XXXX XXXX informed us that our account was on temporary hold : Confidential information that check XXXX not be paid. In a XXXX XX/XX/2023 letter XXXX XXXX states : Reason for hold on deposit : Confidential information that check may not be paid by the paying bank. It appears from the letter that XXXX XXXX Bank is stating that KeyBank for some confidential reason XXXX not be paying the check, however we request that KeyBank investigate and provide details and clarification why the check was not paid. After all we paid {$8.00} to have this check processed by KeyBank and a very large sum of money was subsequently held from us for an unreasonable period of time. There is absolutely no reason why this information should be " confidential ''.
Company Response:
State: OH
Zip: 44133
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I assumed I opened successfully an online High Yield Savings account with XXXX XXXX an online division of Key Bank. Then this account was abruptly restricted without explanation. I went into a Key Bank branch in XXXX, WA to seek answers. I was told they were having trouble identifying me. I was asked to provide FULL TAX RETURNS for 2 years, my State issued identification and to see my actual Social Security card, all of which I provided. I visited the bank several times and spoke with a banker and the branch XXXXanager. They seemed to believe I am who I say I am but their fraud department after initially clearing me, turned around and denied the account. Not XXXX person from the Key Bank XXXX department has reached out to me to provide an explanation or insight into why they are having trouble identifying me. The branch XXXX has said they have tried to no avail to get a response from the fraud department as to why they continue to deny my account.
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: To whom this may concern, My name is XXXX XXXX & I am submitting this complaint because of a fraudulent transaction that significantly withdrew all my funds from my checking account. The bank ( Key Bank ) is now forcing me to repay all the funds & threatening to send it to collections if I dont pay in a short period of time. It started in XXXX of XXXX when a fraudulent transaction was charged on my bank account. The transaction totaled {$4500.00} which was basically my entire savings. Once I noticed this transaction, I reported it as fraudulent to Key Bank. Key Bank originally was helpful and was able to refund the money to my account in a timely manner. For safety purposes I withdrew the money from my Key Bank checking account & set up a new account with a different financial institution. Weeks later I received a letter stating that Key Bank has reversed its original position that the charge was fraudulent & I owe them {$4500.00}. My Key Bank checking account is now stating a defecate of {$4500.00} & have made repeated threats that if I do not pay them, they will send the account to collections. Per your guidelines of submitting a complaint, I believe a fair resolution would be for Key Bank to stick its originally decision, that the charge was fraudulent & stop any attempt to send my checking account to collections which would be devastating to my credit report. Thank you for all your help & support.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Today is XX/XX/XXXX. I am receiving calls from KeyBank stating I owe {$30.00} for a service fee on an account ( maybe a checking account ) closed in XX/XX/XXXX. I have never received any previous written communication or phone calls about this. It would seem that KeyBank would have an obligation to notify me in writing with a statement, or some other means, rather than waiting nine years to bring this to my attention with a phone call.
Company Response:
State: OH
Zip: 45140
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Hold put on t card for suspected fraud ; i verified my information and the transactions in question, but they wouldnt release my card because they said i didnt have my security questions set up, and told i couldnt call for another week Spent several hours in the phone trying to get this sorted out, being bounced between customer service and fraud dept many times
Company Response:
State: NY
Zip: 13090
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This all started with a federal account through key bank set up for the COVID pandemic. The card numbers to this account are XXXX & XXXX. There were several court cases through XXXX XXXX XXXX XXXX XXXX XXXX case # XXXX XXXX, XXXX, XXXX, & XXXX & XXXX XXXX district court case # XXXX XXXX XXXX XXXX. These debts and other debts which should be off my debt record are now maxed out with brand new opening dates. Also a prideful thief named XXXX XXXX told me she had stolen check books and washed them to this account. Then there is the just recently closed key bank checking account # XXXX that had a dispute # XXXX that gave me provisional credits in the amount of {$5900.00} which was reversed when XXXX and her associate XXXX XXXX XXXX XXXX XXXX, which had nothing to do with the account told me my account was empty infact you got " nada dollar left '' is what was said. So I opened another dispute and awaiting the FTC case number the account was shut down without my knowledge. So come to find out they have an insider at the bank named XXXX. This is at the XXXX Wa branch # XXXX. This account was open 6 months and ripped off 3 times by these individuals. I also have a XXXX police report case # XXXX which states they stole a phone and used authorization codes to secure money from this account. There was also a garnishment put on this account which was supposed to be paid before I could touch a cent. This garnishment was from Division of Child Support in the amount of {$2300.00} dated XX/XX/XXXX of 2023. No money was taken out of this account for the garnishment and my account closed XX/XX/2023 in the negative {$4400.00} with no explanation and when I asked to talk to a branch manager they were unavailable. I believe there to be a large number of money that was stolen out of both accounts. Please help.
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX of 2023 my Debit card with Key Bank expired. I called and asked them for a new card. That replacement card never arrived to me, it was stolen, activated, and all of my money was taken fraudulently from my account. Unaware of this, because Key Bank would not give me access to my online banking without the aforementioned stolen card details, I was unable to report fraud. Over the course of XXXX and XXXX, my debit account was completely robbed of $ XXXX while I was not able to stop it, because Key bank would not give me access to my online banking, and their physical branch would only mail me a card. When I finally was able to cancel the card, a new card was sent to a secure address.Then I was finally able to access my online banking, and low and behold all of my money had been stolen. When I filled a dispute, clearly outlining that it was not possible for me to be the person using the card, because I was in Hawaii for all of the transactions that were happening physically in Washington, XXXX at the disputes department told me the investigator had already made their decision, and that they would not allow it to be reopened. The company will not allow me to explain my case over the phone or by email to the person in charge of making the decision, nor will they allow me to submit further information that could help my case. They also will not tell me what documentation to send in that will prove my innocence. Long story short, that have decided guilty until proven innocent, but they wont take my documents to prove it.
Company Response:
State: CA
Zip: 92024
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: Please refer to the last complaint XXXX On XX/XX/2023, both myself and the owner of XXXX XXXX showed up at Keybank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX WA XXXX XXXX to get our {$3000.00} dollar back. We worked with the banker there, but Keybank fraud department is unwilling to work with us to get our money bank. Keybank required XXXX bank to recall the funds. Both myself and the sender ( XXXX XXXX ) talked to XXXX Bank on multiple occasions. XXXXXXXX XXXX stated the money transfers were verified and that they can not reach out to Keybank because of their policies. Now I understand that Keybank deemed this is suspected fraud from the beginning, but all misunstandings would have been prevented if Keybank did their investigation and reach out to XXXX to verified the transactions, but the process did not get done. We can not help but feel helpless that none of the banking institutions are willing to work with us. These are not Keybank or XXXX money, but they are holding our money without providing working solution. We can not help but feel robbed of our hard earn money. Both myself and XXXX XXXX are willing to work with Keybank or XXXX to find a solution. XXXX XXXX is willing to talk to Keybank and provide any information that is required I plead to CFPB to investigate this situation and help us find a solution.
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Keybank won't refund a purchase In Arkansas that I didn't permit
Company Response:
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was granted Guardianship of my father XXXX XXXX XXXX. I took the paperwork to the bank 2 times and they are not obeying the court orders. They are not giving me access to his bank account to pay his bills. KeyBank is also in violation of federal law that states government benefits such as checks from the Department of Veterans Affairs and Social Security is only suppose to benefit the person that the check is made out to. At this time my father benefit checks is only benefiting KeyBank. They are making profits off my father Department of Veterans Affairs checks by making loans and mortgages and not allowing me to pay my father debts. Department of Veterans affairs and Social Security is the only two agencies that was funding my father checking and saving accounts.
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A