Date Received: 2016-08-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is the 5th time this has happened. About once or twice a year for the past several years, Key Bank, with whom I have a home equity line of credit ( HELOC ) fails to send me a monthly statement. It just never arrives. Twice, I noticed before my payment was due. I called Key Bank and asked them to send me a statement ( after making sure no one else was charging anything on my HELOC ) and I made the payment over the phone or at a nearby branch. 2 other times, I did n't notice and did n't pay the bill until Key Bank notified me that my payment was late ( at which point I IMMEDIATELY paid and they waived their late fee ). Until today. Today, a woman named XXXX at the XXXX XXXX, WA branch called to inform me they would not waive the late fee. When I asked why ( since I was not tardy ... ..I 'd never received the bill! ), she rudely stated that they would n't and there was no point in discussing it further. I pay my bills on time. The only occasion in several years of having this HELOC that I did not was when Key Bank failed to send me a bill / statement. It seems inappropriate to charge me a late fee when they never sent the bill to begin with. Because this has happened on several occasions to me, I imagine it is happening to hundreds or thousands of others as well. Key Bank is likely raking in a fortune in late fee 's that they 've had a hand in creating. I would like the CFPB to investigate this further, and find out if this is a pattern designed to profit on consumers in an unethical manner.
Company Response:
State: WA
Zip: 98087
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: We have several accounts at KeyBank. Someone did an online transaction and took a total of {$1000.00} from XXXX of our accounts and created a new account and put the {$1000.00} in the account that they made up and then took the money. We contacted the bank immediately. We were told that it looked like someone within the bank was internally moving money and it should be just fine. It never was fine. We have spoke to the Branch Manager and the Fraud Management in New York and we have been told that the fraud department investigated and it could not help us with anymore assistance. The letter stated that we would not be getting a return of our {$1000.00}. Please help us. This money is to pay for my real estate taxes and home owners insurance.
Company Response:
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: My problems are presently with Key Bank : 1. My chip-embedded credit card is currently lost by Key. 2. I have no access to my checking account Key Rewards either. 3. Web Site instructions are a sham! 4. Neither Key local nor Key Headquarters nor miscellaneous Key Online bankers are adept to follow through, answer real questions sufficiently. They do not resolve problems this bank creates. This is intentional. Instead, Key bankers shuffle this customer ( I daresay thousands other customers, also ) to and fro, place this customer on endless phone " HOLDS '' ( while they confer with some other banker targeted to forward my call to next ). Once this is done, that banker simply begins the Recycle process all over. Their " poker-faced '' mouths express ignorance and ask customer 's reason for needing assistance. They replay the canned interrogation questions already answered. Once again, the customer must respond and reiterate the same personal details. [ My God! It is my opinion the banking industry itself is the biggest threat to stolen identities and stolen dollars. Industry bankers surreptitiously use their customers! ]
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-25
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Because of some rare car trouble, I was unable to get to a Key Bank branch by the due date of my installment payment. I called on the due date and told a Key Bank representative of my predicament. I was told to call once the late charge appeared on my statement and ask for a refund. I did so. The Key Bank representative refunded the late charge. My next month statement showed the late charge and then the credit, but show a minimum payment that includes both the late charge and the payment amount. I called another Key Bank representative - a phone call designated internally at Key Bank as XXXX - who told me that Key Bank has, in fact, refunded the late charge but still requires the amount of the late charge to be paid with the regular payment, in a sense, prepaying some principal. When I inquired further about the refund, the representative claimed something to the effect that " This is how we do it at Key Bank. '' I am not at the location where my account agreement is located, but this appears to be a completely self-serving policy of the bank, especially for clients who may be struggling financially. If this policy is not part of the loan agreement, then I think that it is against public policy that a late fee assessment and waiver should induce involuntary principal repayment from the borrower. I would appreciate a response from the appropriate Key Bank representative regarding this troubling policy, and I will review my account agreement by the time the Key Bank representative contacts me.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2016-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I had a loan with KeyBank with a 10 year arm. 2 months prior to the full payment due, I attempted to refinance with KeyBank or extend the 10 years. They denied my refinance and denied my extension. I had 10 years of excellent service with them. All payments were on time, they never missed a payment from me. When submitting my extension request, I said I will do whatever it takes, including sell the property to help them and myself achieve our goals. They denied me because they said I wanted to sell. I told them I was just trying to show them that I will do whatever it takes to make them continue to work with me. Then I applied and was denied based on school loans. I am still XXXX and my loans are deferred. I payed off a XXXX mortgage with KeyBank with my retirement and they told me to apply again. I was denied again. Only this time I waited for a reply and got nothing, I emailed, heard nothing, then finally called and they said that now I was outside of my time for the loan and would have to reapply a 3rd time. My emails get deleted to KeyBank without being read through an automated system according to the person I talked to. Attempt # 3 was unsuccessful and I was denied. I then had to have my mother buy the house from me as a rental property herself. That took 3 months over the 10 years and now my credit is affected all because KeyBank would not work with a long standing customer. Now I just realized they are charging me {$18.00} monthly to have my checking account with them. What a horrible company!
Company Response:
State: OR
Zip: 97062
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-23
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I previously filed a complaint that was being disputed but has had no resolution so I am filing this complaint. I have a loan with Key Bank and they have been the absolute worst company to ever work with. I have other student loans elsewhere and have had XXXX XXXX XXXX and I am currently a customer of XXXX and Key Bank far outpaces any other company as the worst company I have to deal with. I have tried to lower my payments for a long time at this point because I can not afford the ridiculous payment which is over {$450.00} right now. I can only afford about $ XXXX- {$150.00} a month and I desperately want to make my payments but XXXX has now made me work with a third company who has a restricted number because they are so shady. They already use one company to take care of the loan, Key owns the loan, and now they have hired another company with the sole responsibility to call me 5 times a day to harass me. This company 's predatory practices are beyond ridiculous at this point. I want to pay my loan and eventually I will have a higher paying job ( or my wife will have a higher paying job ) but we do n't have the ability to afford payments right now. I, like so many other students, feel like I was taken advantage of whenever I went to school and was not told that I would be harassed constantly and would have to pay more than half of one of my paychecks a month to student loan companies. My income will not allow me to pay the loans but Key Bank does not care about people which has been proven every time I call them. Please, someone help me actually be able to pay my loan and prevent this company from attempting to take over and ruin my life. Thank you for any help you can be.
Company Response:
State: TX
Zip: 77354
Submitted Via: Web
Date Sent: 2016-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-23
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Keybank in XXXX offered me a promising solution to consolidate all my credit card payments which required for me to laon XXXX in order for me to pay off the following : XXXX XXXX XXXX XXXX XXXX XXXX The reason why I agreed to applying for loan is due to XXXX of my XXXX cards at XXXX and have never gone over 40 % of my credit limit and wanted to come up w a fast solution this way, my credit score would not be compromised. I was approved for XXXX loan and instead of paying of the credit card we agreed upon, the payment was made towards the incorrect card which has left me in a lurch and now I have been receiving credit alerts through XXXX and my score has been affected tremendously. This is now leaving me in a very awful situation, knowing I have always had great credit ( almost excellent ) and now I am at good due to the error of Keybank. In addition to the error, they never followed up with me to set an automatic deduction for my monthly payments due to them so I have been paying staggered by sending wire transfer from my bank. I now received a letter stating I owe Keybank for late payments but have been actually paying them off Just not through automatic deduction. So I am now left with a low credit score, an alert that I am not paying my bills in which I have been and a high credit card payment still due to XXXX. What a disaster it has been. They never gave me a solution to help rectify and backtrack to ensure they payed of the accurate card but instead, pushed me to use my home as collateral for another loan and pushed me to refinance in which we started the process than later on realized, I was being scammed yet again so they could sign me up for another loan with a high interest rate. I have not only had issues with the bank, XXXX score that is now at XXXX, being pushed to take on loans to pay off cards in which was never done to no one HELPING me resolve these matters. I have had to take a day from work today to work on this as it has reached a point wherin I will be unable to apply for credit cards for my start up business since my score is now at a poor XXXX. Please help rectify this for me as I am in desperate shape due to how this has impacted me finacially and personally. Below is an email from the bank confirming they did NOT pay off the XXXX XXXX. Lastly, they put in / processed XXXX inquiries against my account w out my consent which also affected my score. We were told they would need to do this JUST once which is standard and when I checked my update on line, it stated Keybank inquired XXXX ; XXXX XXXX to XXXX, XXXX, XXXX, me Hi XXXX, I called and left you a message. I spoke to my back office and the XXXX card was not sent for payoff. The only debt we paid was the XXXX XXXX with the low balance, the other card and Keybank. I spoke to XXXX and he stated that he told you the XXXX payment along with the rest of yours and XXXX debt was going to be paid off with the Refinance and Home Equity. The loan proceeds were not enough to pay all debts. If you have any additional questions, I will make sure XXXX calls you when he gets in on Tuesday.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2016-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Cont'd attempts collect debt not owed
Subissue: Debt is not mine
Consumer Complaint: I am being harassed by debt collectors over debts owed by tenants who rented a room in my home over a decade ago. Most recently, " American Education Services '' / '' XXXX '' have been calling and sending letters demanding I give them contact info for the supposed debtor. ( Her mother was the tenant-of-record, and she was in middle school when they lived here. ) The letter says " he/she listed you as a personal reference that we could contact to verify his/her address and telephone number '', which is a LIE ( I do n't HAVE her current contact info, and would n't give it to these scumbags even if I knew it ). The letter arrived about a week AFTER they called me early one morning for this info, and thus AFTER I told them that I had NO current connection to the debtor AND that they were BREAKING THE LAW by continuing to harass me over debt I did n't owe.
Company Response:
State: OR
Zip: 97401
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: This account had a zero balance up until I requested that it be closed there should not be a balance and no monies should be owed on this closed account
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-16
Issue: Billing disputes
Subissue:
Consumer Complaint: KeyBank is charging a {$51.00} interest charge on purchases despite the balance being paid in full prior to the monthly due date. Their printed statement states, " Paying Interest : ... We will not charge you interest on Purchases if you pay your entire balanace by the Due Date each month. '' The monthly statement from XXXX/XXXX/16 to XXXX/XXXX/16 includes a previous balance of {$7200.00} along with payments and other credits of {$7200.00}. When customer service was called, the representative indicated that they would not refund interest charges and indicated that interest in incurred daily. When I disagreed and told her that was true unless the balance was paid in full, she hung up on me. I called back upset and spoke with another representative. She indicated that there was nothing that she could do other than create a ticket number to have my account reviewed. I indicated that I did not want a ticket number and wanted to be transferred directly to someone who could review my account as I had recently called about another issue 3 times with no call back when issued a ticket number. The representative could offer no help other than a promise to call me back ( which has been made before ) and could not provide any information why an interest charge was being applied. I have a ticket number for the request but am not confident that the issue will be resolved given their past performance of not calling me back. The representative could offer no resolve on my previous ticket number either so they are clearly not looking into the issue reported in XXXX 2016, giving me no reason to believe they will look into this one.
Company Response:
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2016-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No