Date Received: 2016-06-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am completely and utterly disgusted with the level of account accountability and Customer Service provided by KEYBANK. I have been a consumer of this company for over 3 years and have always maintained a pleasant relationship with my local office and bankers until beginning of XXXX. This year due to an identity theft situation internally in the IRS, a delay was placed on my XXXX income tax return. Once notified of the delay I immediately contacted KeyBank to inform them of the automatic delayed deposit and the effects it will have on my automatic withdrawals. My local banker confirmed the understanding a note was supposedly placed on file. This was not the case ... During my time fighting back and forth with the IRS my " friendly '' KeyBank account was charged multiple fees for the extended period that the account was overdrawn as well as fees for Inactivity. This continued until I was notified by mail that KEY has charged off my account and it was now closed. I thin contacted KEy and the outside agency, I was told KEY policy is that any and all funds received for deposit to a closed account will be automatically returned to sender. THIS WAS NOT DONE. After being notified on XXXX XXXX, by a branch of the IRS that funds were released to me and not sent back as I was expecting, I contacted Key again. At this time I was informed by a corporate XXXX that on XXXX XXXX KEYBANK received and cashed my first installment from the IRS ( WHICH IS AGAINST POLICY ), then stated to have mailed me a physical check with could take 4 weeks from that date to reach me. ( WHEN I LIVE 2 MINUTES FROM A LOCAL BRANCH ). Two weeks later I contacted the corporate branch again got anther XXXX agent, whom after verifying my identity immediately told me she knew why I was calling, and transferred me to collections department, this department informed me of the company policy to send back all fund submitted for deposit to closed accounts. After further discussion she decided to look into my claim and confirmed that the payment was cashed by KEY and a check should have been sent. I was then told to allow the opportunity for research to be done on the account an I would receive a call back. NEEDLESS to say this was not done. Week later I contacted the corporate office again and was told that nothing could be done for me to assist in the resolution in the matter and the agent would have look into the issue and would guarantee to call me back the following business day by XXXX. ONCE again THIS NEVER HAPPENED. Today XXXX/XXXX/XXXX I called KEYBANK again, I got a XXXX who was very rude and unhelpful, who was only interested in over talking me and ranting company policy, in a matter that was created from Key violating company policy from the beginning. The obnoxious agent then proceeded to transfer me to the collections department. Where I spoke with a XXXX, who confirmed multiple attempts made by me to resolve this issue as well as an unusually long delay in getting my funds back to me. Rep confirmed my address, and proceeded to inform me of a procedure of me filing an affidavit to stop the check and mailing it to KEYBANK for KEY to then mail me another check. Which was ridiculous! Rep understood my frustration and got me over to the escalation department, where I spoke with a supervisor whom asked me to allow her the ability to look into the situation, which was housed in another department. NEEDLESS TO SAY ... I have not heard back from her either.
Company Response:
State: OH
Zip: 45385
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have XXXX accounts that are not being used. First account is XXXX is a Preferred Credit line I have paid off and not used. Now I see I have been charged XXXX dollars I can only assume it is a " maintenance charge '' that I do not have a clue what they are maintaining. The second is a cash reserve credit line that I have't used for about a year. And now they have a annual fee of XXXX dollars. When I initiated this credit line I thought that they were benign until I activitated them again. Not so this is insidious and underhanded that I am hit with an XXXX dollar charge for not using these accounts.
Company Response:
State: WA
Zip: 98367
Submitted Via: Web
Date Sent: 2016-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: When I opened my KeyBank checking account on XXXX XXXX 2016, there was a sign up bonus of XXXX for direct deposit of at least XXXX within the first 60 days as an incentive. The local branch was at XXXX XXXX XXXX, XXXX, NY XXXX. The teller verbally confirmed that the offer is available for my account and the bonus would post after I completed the direct deposit. I completed the deposit twice on XXXX XXXX and XXXX XXXX. When I emailed customer service on XXXX XXXX, I got an email stated : " no promotion code was added ''. I replied on XXXX XXXX and requested the issues to be solved but get an answer : " we are unable to add a promotion code to your account via email ''. The coupon code I used at the branch was : XXXX Attachments is the screenshot of the offers I received through email. As of today, XXXX XXXX 2016, this offer is still publicly available on KeyBank 's website : XXXX
Company Response:
State: NY
Zip: 12180
Submitted Via: Web
Date Sent: 2016-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-21
Issue: APR or interest rate
Subissue:
Consumer Complaint: I am deeply troubled because Key Bank raised the interest rate on my business card to 30.24 % for no fault of mine. I have never been late on my payment. I was scammed by a company back in XXXX XXXX and I requested a chargeback. After about 30 days of investigation the KeyBank fraud department approved the chargeback and credited my account. I did not make payments during those months because I did not owe them any money because of the chargeback credit. Then in XXXX XXXX I get a letter from KeyBank that they have reversed the credit and recharged my account the {$2000.00} I was charged by this scam company. I decided to make monthly pmnts but on examination of my statement I am being charged now 30.24 % interest and my credit score has been damaged. I called keybank support and talked to XXXX and her supervisor and was told that KeyBank does not lower interest rates and there is nothing they will do about it. I am extremely upset about this. Key Bank has hurt me, cost me money and damaged my credit score.
Company Response:
State: UT
Zip: 84405
Submitted Via: Web
Date Sent: 2016-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-16
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: I co-signed on a loan for my step-daughter through key bank. Key bank is now charging me for XXXX large loans which are now in default. I did not take out XXXX large loans through key bank. I have asked them for both of the promissory notes multiple times. They will only send XXXX. I also believe that I am paying XXXX of the loans through XXXX. XXXX advised me that they currently hold a loan that was originated through Key Bank. I believe that I am being double charged for XXXX of the loans and the other loan does not exist.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2016-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My bank asked me to apply for a bank credit card, I was turned down, they showed me a screen shot that had accounts in good standing reported as derogatory that have never been late and in good standing. They told me if I could get a copy of my credit report to show that these accounts were in fact in good standing they would reverse their decision. I got a new credit report for myself and one sent to the bank and showed them in plain english and directly on the credit report that these accounts were in fact in good standing and not derogatory. They then told me that does n't matter they have to go by the original decision even though there information was inaccurate and did n't reflect what the actual credit report read.
Company Response:
State: OH
Zip: 45840
Submitted Via: Web
Date Sent: 2016-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-03
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Key bank, XXXX, oregon three years ago nearing retirement my wife and i decided to apply for a fixed interest home mortgage we applied for a locked 3.75 interest rate.we were assured we qualified and signed the contract.the loan officer XXXX would only accept our phisical address even though we told her the U.S.P.S. would not forward our mail .after 50 years of banking at key bank i took over our financing. We just realized we had never received a statement key bank on this loan .key bank finally sent the current statement to our post office box .we immediately realized our loan was actually a variable rate loan and rates were rising. XXXX admitted she had dropped the ball ll and would recommend we be given our original loan rate. XXXX, XXXX, s boss denied the request .We are currently in limbo and our retirement in jeopardy. Please help XXXX and XXXX XXXX
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2016-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-01
Issue: Late fee
Subissue:
Consumer Complaint: KeyBank has consistently posted payments made to my account late. A payment of {$330.00} was mailed by XXXX 's BillPay service, and was confirmed to have been delivered to Key by XXXX/XXXX/2016. KeyBank did not post the payment until XXXX/XXXX/2016, 5 days late. Since the due date was XXXX/XXXX/2016, KeyBank assessed a {$25.00} late fee. A payment sent the next month also posted late. XXXX mailed a check in the amount of {$95.00}, and confirmed it was delivered by XXXX/XXXX/2016. KeyBank did not post the payment until XXXX/XXXX/2016, 6 days late.
Company Response:
State: MI
Zip: 49418
Submitted Via: Web
Date Sent: 2016-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-28
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: For weeks now I have been having trouble getting a satisfactory answer from Keybank. I have talked to many representatives both overseas and here. The web of phone lines I have had to go through to get a person to help me is amazing and not in a good way. Here is a brief synopsis of what I have been going through. On XXXX XXXX we bought a car for XXXX I wanted to charge it so we would get our points but the seller did n't take credit cards I remembered convenience checks from years ago and I remembered them being free. They were just sent to me without asking. On XXXX XXXX I called Keybank with questions and got an overseas representative, XXXX I asked her if there were any fees and if I could get my reward points She was very quick to get my information and send me the checks but I kept asking the questions. She answered in an accent that was hard to understand so I asked many times. She kept going and asking her supervisor I was not following her very well but thought I was asking the right questions ... over and over again I do remember saying So this is like using my card ... and So do I still get my reward points ... she would quickly answer me in broken English ... Then I get the checks in the mail ... I look it over and do NOT see anything that says Convenient check fee so we use the check Then I look up my online account and see {$150.00} charge for Convenient check fee and I received no points ... Looking over the Letter again I see on the back last line that no reward points will be given. Since I have talked to many representatives all saying they can not waive the fee because the representative I talked to, no matter how bad her english was or how fast she talked, DID tell me it was a XXXX % fee or XXXX. They all agreed the original phone call I made to get answers about the convenience checks ( and got an XXXX representative who spoke fast and broken english, and clearly reading things out of a book or checking with her supervisor ) did sound like I was confused and not understanding but the fact that the representative did tell me XXXX % fee covered their butts legally so they will not waive the fee. This fee was worded on the letter but as a " Balance Transfer Fee '' and not a Convenience Check Fee. How was I to know that? We have been good customers of Keybank for over 30 years and yes this was a mistake on my part for not hearing her say the checks have a 4 % fee which in my case is {$150.00}. But in my defense IF I would have had an english speaking representative help me this whole thing would have never happened. The original representative was XXXX and my case # is # XXXX I can not seem to get to speak with a person that COULD make the decision, in my city, who represents KeyBank. I have talked to XXXX XXXX XXXX XXXX and a few other overseas operator/representatives whose names I did n't write down Thank you, XXXX XXXX
Company Response:
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2016-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-26
Issue: Advertising and marketing
Subissue:
Consumer Complaint: I have a general complaint about credit card soliciting where it says I have been pre-approved. This is suppose to mean I have already qualified based on my credit score, etc. This means they have enough information where they do not need to request any other credit information and thus hurt my score by inquiring through the credit agencies. Apparently this is not the case and it is very deceptive. I will not do business with any company that is deceptive. In fact, I will read them the riot act just as I did to Key Bank yesterday, Monday, XX/XX/XXXX
Company Response:
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2016-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes