Date Received: 2016-03-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Key Bank Real Estate Capital has app. {$30000.00} of my money in an escrow account on a mortgage that was paid off almost one month ago. {$5500.00} excess overage due me has been in their escrow account since XX/XX/2015 and they 've yet to refund my money. Mortgage number XXXX
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2016-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I financed my student loans through Key Bank. There was a short time when I was without a job and/or not making enough to make the outrageously high payments that Key was requiring. I spoke with someone and deferred the loans, though at a later date, I was informed that my loans had been sent over to collections in that time and that my loan payments I was making were no longer considered " valid payments. '' This has led to Key Bank ruining my credit, stating that I am delinquent in my payments. I have had automatic payments set up for the last three years in order to prevent this from being the case, however the institution is requiring that I pay the full balance off, otherwise they will continue to mark me as delinquent/past due and ding my credit. I am unable to move forward with anything in my life that would require a loan ( home, vehicle, graduate classes ) because of this. I have spoke with Key Bank and they are in no way willing to work with me, even as I continue to make my monthly payments. I have continually tried to work with Key Bank in order to get everything sorted out. At one point, I was informed that Key Bank no longer managed student loans and that I would need to contact XXXX of XXXX different companies to try and track down where my loans were sold off to. No information given other than the name of the XXXX companies. I spent countless hours contacting the multiple companies, trying to track down my loans with no success. I went back to Key Bank and they transferred me around, only to learn that they still maintained ownership of the loans. I am baffled at how they can be allowed to get away with something like this.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-10
Issue: Balance transfer
Subissue:
Consumer Complaint: On or about Tuesday, XXXX XXXX, XXXX I opened a credit card with Key Bank via telephone discussion with a XXXX XXXX XXXX ( XXXX ) who represented to me that a Key Bank Credit card, if I qualified, could be obtained at 0 % interest for transactions and balance transfers for 60 days after the credit card ( " CC '' ) was opened. I did qualify and then provided my credit card to a merchant who properly charged approximately {$6000.00}. On or about Friday, XXXX XXXX, XXXX ( according to my own records and those of Key Bank ) and within the sixty ( 60 ) day Key Bank allowed transfer period, I transferred an amount to the same Key Bank CC. It was posted on or about Tuesday, XXXX XXXX, XXXX. Upon receiving my Key Bank CC for late XXXX, XXXX I noticed that I was charged interest. In connecting with the Key Bank customer service recently I was told that, essentially, the representations in which I had faithfully and duly relied upon were " bogus '' Their " reality '' is for sixty ( 60 ) days for posting for action ( s ) on my part - which was NEVER disclosed to me by XXXX XXXX! In reviewing the XXXX, XXXX discussions with XXXX XXXX it was specifically and without qualification stated that I DID have sixty ( 60 ) days to transfer - no transfer or posting period qualification. That is, there was NO mention of a posting period that the Key Bank customer service person represented as 4-7+ days ( a time frame totally out of my control ). In reviewing the Key Bank website [ www.key.com ] this past weekend ( XXXX XXXX ) and today I have found that their website states " ... purchase and balance transfers ( made within 60 days of account opening.. '' I have called XXXX XXXX multiple times ( 10+ ) leaving messages to call me back including my phone number. I have connected with him only once. In THIS discussion he AGAIN FULLY and CONFIDENTLY asserted that I DID have 60 days to transfer and that he would look into it and get back to me THAT day ( last week ). Since I have not heard from him as he had promised I have called at least 3+ times and again with no response. I have cancelled my CC with Key Bank due to the deceit, lies, failed promises and incorrect statements of material facts. [ I was also told by the Key Bank customer service lady that I when I paid my CC that any $ above my Minimum Payment would NOT go to the highest percentage APR but would go to the LOWEST percentage APR. ] I think this is in violation of Federal law. Uniquely, after being told this by the customer service rep, I check the Key Bank website for my account and found that the customer service rep is 100 % WRONG! So, Key Bank represents FALSE information to me when I get the CC and they also convey FALSE information to me regarding payments on my account. Due to the egregious nature of this and Key Bank 's serious culpability and guilt I am demanding 1 ) FULL return and removal of any interest payments and charges on my CC ; 2 ) Compensatory payment to me to the now-closed Key Bank CC fully on their printed materials, website, nor their verbal statements by trained and authorized Key employees. I DID what was allowed and I DEMAND COMPLETE FULFILLMENT and 100 % RESTITUTION as well as the additional items.
Company Response:
State: IN
Zip: 46236
Submitted Via: Web
Date Sent: 2016-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-09
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I had multiple federal and private student loans during my time in college. During my personal bankruptcy case after college, I found that after my discharge was granted that, while most of my student loans were moved into the automatic stay, XXXX was not. I was the only signer on this loan and never intended or tried to have my student loans discharged during my bankruptcy case. All of my other loans resumed as normal after my case was discharged after some time, all except XXXX from my KeyBank loan. Unknowingly, they had moved my student loan into default and discharged it during the course of my bankruptcy, all without any of my knowledge or contact from them ( due to the rules of bankruptcy ). My complaint here is that it has been negatively impacting my ability to obtain better credit since it shows as an outstanding collections balance. Now, I pay far more monthly to their collections arm than I would have if the loan would have resumed normally, like every other loan I hold. I feel this was unfair treatment during a bankruptcy, unfair reporting of my credit situation, and an unfair balance to pay off as a lump-sum. I have no means of recourse here since this item was nestled tightly into my promissory note and seems at odds with the inability to discharge a student loan without proving undue hardship, which I never pursued during my case. I do not have any requests beyond repairing my credit standing and paying a fair monthly charge, something of which I was never given the option. My lawyer claimed she had nothing to do with this portion of the bankruptcy and washed her hands of me and my case. What are my options now other than sit back and take it on the chin? I have attached a copy of my credit report from last year and my most recent statement from them with the monthly payment amount I currently pay.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2016-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I called in to close my credit card on XX/XX/2015the account was paid to zero and I was told it was closed. I have been getting notified each month that it is past due and late fees keep getting assesed due to unpaid interest. I have told now on 3 occasions that the situation is being taken care of to a bank error in not disclosing that there was going to be an addition {$12.00} to pay. They keep waiving the late fee and telling me that the account is closed while giving me confirmation numbers of this. As of today it is still not resolved and I am getting nowhere with the bank. I want them to remove the late reports as I have outstanding credit and being penalized because of their incompitance. And for someone to help me get this card closed out like I having been trying to do since XXXX/XXXX/15. I am beyond frustrated and about to lose my mind over this.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2016-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-03
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: Key Bank Collection Settlement called and asked to set up a payment plan because my loan had defaulted ( I did not default, I filed for bankruptcy and was told that immediately defaults this loan ). I agreed to making a regular monthly payment. I have repeatedly asked for a statement with the current balance and payment history and have not received one for months, although I continue sending payment for fear of defaulting. I believe my right is to receive written notice of the balances.
Company Response:
State: NY
Zip: 12020
Submitted Via: Web
Date Sent: 2016-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-02
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I obtained a 10-year conventional, fixed mortgage from my local bank in 2006. This loan was sold twice. The current lender is KeyBank in XXXX XXXX, KS, who purchased my loan from XXXX XXXX 6 months ago. The balloon payment ( approx. {$210000.00} ) is due in 10 days. A payoff statement was requested from XXXX XXXX at KeyBank, who added a {$850.00} " Admin Fee '' to the principal. I have no choice but to pay this unexpected {$850.00} fee, if KeyBank is to accept the balloon payment and close the account. I was never told about this fee until today. I reviewed my original loan documents and nowhere does it say that I will be charged any amount, let alone a {$850.00} fee, to pay off the mortgage. I have had a number of mortgages, both residential and commercial, and have never had to pay such a fee. The escrow manager says this fee is both improper and very excessive. In fact, she has never seen anything like it in her years in business. I asked XXXX XXXX at KeyBank to reverse that {$850.00} fee, but he refused, saying said it was necessary to cover " some legal expenses associated with issuing and filing releases ''. Please note that each of my 120 monthly mortgage payments was made on time and my FICO is XXXX. XXXX XXXX also charges a {$100.00} fee to revise the payoff statement ( such as changing the date ). The escrow manager says this kind of fee is very seldom assessed by banks, and would typically cost no more than {$15.00}. KeyBank is apparently trying to squeeze exorbitant, last-minute fees that were never due, simply because I have no choice, no time to dispute them and no recourse ( other than CFPB ). I believe that is behavior is known as extortion.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2016-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-01
Issue: Can't repay my loan
Subissue: Can't temporarily postpone payments
Consumer Complaint: My private loans will not work with me during my economic hardship. I currently am on government assistance and gross $ XXXX/month. My rent alone is $ XXXX/month. I can not make payments on my student loans with this amount of debt, and they will not help me at all.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2016-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-29
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: I have XXXX private student loans with KeyBank which I have been paying since XX/XX/XXXX. I studied at Arizona School XXXX XXXX XXXX in XXXX, AZ, in XX/XX/XXXX-XX/XX/XXXX, and I graduated XX/XX/XXXX with a XXXX XXXX XXXX in XXXX studies. XXXX of the KeyBank loans is paid off and closed ; the remaining XXXX loans were wrongfully charged off by KeyBank XX/XX/XXXX in breach of the terms of the promissory note signed. SOME OF THE ILLEGAL PRACTICES KEYBANK HAS USED AGAINST ME INCLUDE : 1. FRAUDULENT DEROGATORY REPORTING OF XXXX NON EXISTING DEFAULTED LOANS KeyBank has recently started reporting XXXX non existing student loans under XXXX - a bank which was closed XX/XX/XXXX because it was bought by KeyBank ( Exhibit XXXX ) - five years before the loans in question were opened. I have never had any student loans with XXXX. 2. MULTIPLE WRONGFUL REPORTING OF PRIVATE STUDENT LOANS AS " CLAIM FILED WITH GOVERNMENT '' STATUS I only found out about " claim with government '' from my credit report. KeyBank has never notified me re filing a claim with government, and has refused to give me any information regarding this. Additionally, according to CPFB website, " Key differences between private and federal student loan debt '' - " ... a debt collector seeking to recover a private student loan does not work for, represent, or collect on behalf of the US Department of Education or any other branch of the federal government '' .... Exhibit XXXX. KeyBank has never informed me regarding filing any claim with government or guarantor against me, however it keeps reporting this with the credit bureaus. 3. MULTIPLE DEROGATORY REPORTING OF SAME STUDENT LOANS WITH DIFFERENT INFORMATION ( DIFFERENT BANK, TERMS, PAYMENT HISTORY, COMMENTS ETC ) FOR THE DIFFERENT CREDIT BUREAUS. Due to this, my credit has been devastated. The Credit Bureaus have told me that only the reporting creditor can remove this information from my credit, and KeyBank refuses to fix it. 4. BREACH OF TERMS OF PROMISSORY NOTE BY KEYBANK ( Exhibit XXXX ) 4.1 NO PROPER NOTIFICATION PRIOR TO CHARGE OFF OF LOANS, SO I MAY CURE DEFAULT. According to terms of Promissory note attached ( page XXXX ) ; paragraph XXXX : " ... any notice that you are required to give me will be effective when mailed by first class mail ''. Also paragraph I regarding default " ... you will have the right to give me notice ... so that I may cure default ''. Regarding additional details Exhibit XXXX. 4.2 IMPROPER CHARGE OFF - BY USING 60 DAY BANKRUPTCY RULE FOR CHARGE OFF 5 YEARS AFTER BANKRUPTCY WAS DISCHARGED ; AND GOOD PAYMENT HISTORY FOR 13 PLUS YEARS. Promissory note attached, paragraph XXXX re default - my Bankruptcy was begun and discharged XX/XX/XXXX and KeyBank was properly notified- Exhibit XXXX. I did not make any payments on my loans from XX/XX/XXXX to XX/XX/XXXX. I did not request any special arrangement or sign any document with KeyBank during that time. Please see attached loan payment history pages Exhibit XXXX pages XXXX. Any charge off should have been done by KeyBank XX/XX/XXXX according to the 60 day rule used by them - Exhibit XXXX XXXX KEYBANK DISREGARDED THE DOCUMENTED HARSHIP INFORMATION I HAD SUBMITTED, AND REFUSED FORBEARANCE OR DEFERMENT OR REINSTATEMENT AS OUTLINED IN THE TERMS OF THE PROMISSIORY NOTE paragraph. H - Exhibit XXXX p XXXX XXXX KEYBANK MISINFORMED ME XX/XX/XXXX THAT MY PRIVATE STUDENT LOANS WERE NOT DISCHARGEABLE THROGH BANKRUPTCY 5 KEYBANK REFUSED TO CONSOLIDATE MY LOANS DESPITE MULTIPLE REQUESTS ; AND LIED TO ME THAT THERE IS NO CONSOLIDATION PROGRAM AVAILABLE FOR PRIVATE LOANS. I have recently found out that KeyBank has had a consolidation program in place for private loans since XX/XX/XXXX. - Exhibit XXXX. 6 OTHER UNFAIR AND DECEPTIVE PRACTICES USED BY KEYBANK, DEMONSTRATING CLEAR BIAS AGAINST ME - MISINFORMING, LYING, OFFERING DEAD END SOLUTIONS, REFUSING TO GIVE ME ACCESS TO MY FILES - Exhibit XXXX
Company Response:
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2016-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had a siding loan that was added as a XXXX mortgage to my house since XXXX. On XXXX XXXX, XXXX, I scheduled a payment online to pay off the balance of the loan, totaling XXXX. Key Bank 's online account access showed they were processing XXXX payments, XXXX for the monthly amount of XXXX and a XXXX for the balance of XXXX. After 3 days of pending status, the only payment now posted is the XXXX. HOWEVER, they have taken BOTH payments from my bank account. When I called to investigate, they told me that they did not have record of the larger payment and the only payment I had scheduled was the smaller XXXX. After I informed me that according to MY bank balance they had an extra XXXX floating around and I wanted it located, I was informed the only way to pay off a loan was thru a wire transfer, which I was NOT advised of when I called in to inquire about an early payoff fee, and so they did not have the money. They have now informed me that I needed to take it up with MY bank and call them back when I was ready to wire transfer the balance, which has now increased due to all of this MESS!!! When I requested to speak to a manager, I was informed that the manager was off today so she could leave a request for a call back. This is TOTALLY unacceptable! How can a bank literally TAKE your money and then tell you it 's up to you to get it back?? They are LITERALLY the most AWFUL bank ever. Their customer service is ATROCIOUS. I told the representative all I wanted to do was NOT do business with them and I ca n't even get out of THAT.
Company Response:
State: OK
Zip: 73107
Submitted Via: Web
Date Sent: 2016-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No