Date Received: 2023-08-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX : Refinanced Federal student loans with XXXX XXXX ( a member of XXXX XXXX XXXX [ XXXX ] at the time ). {$130000.00} 15 year 5.5 % APR monthly payment {$1100.00}. XX/XX/XXXX : Informed that XXXX XXXX contracts with XXXX to manage their student loan payments XX/XX/XXXX : Pulled out a private ( non-education loan ) from XXXX : {$17000.00} with XXXX 9.240 % XX/XX/XXXX : Started having trouble making payments with both student loan and private loans. XX/XX/XXXX : Lost job and put in forbearance request ; not able to use forbearance with private loan XX/XX/XXXX : Forbearance for private student loan ends. Still unable to make payments ; loan becomes late. Made several attempts to make payments throughout remainder of XXXX XXXX. XX/XX/XXXX : Made payment with XXXX XX/XX/XXXX : Requested Forbearance again XX/XX/XXXX : Forbearance request denied by XXXX XXXX XXXX At this time and knowing I would default with current lender, I attempted to refinance with different private lender. Unfortunately my XXXX XXXX was too low and no lenders were willing to refinance with me. XX/XX/XXXX : Student loan with XXXX falls into default. *Drops off my credit XXXX XXXX XXXX : Started receiving communication from KeyBank that my student loans were in default. Never received communication that loans were being transferred. XX/XX/XXXX : Signed up for debt relief with XXXX XXXX XXXX ( specifically XXXX ). XXXX defaulted private loan from XXXX to that program ( only shows up on XXXX credit report as " late '' although it is technically in default status. They are unable to assist with private student loans. XX/XX/XXXX : Called KeyBank and spoke with XXXX. Informed that my loans ( formerly XXXX XXXX was now part of KeyBank ) XXXX Also received the following information : student loan balance is {$130000.00}. Requested paper copy of balance. Told at the time that there would be no penalties, no fees, and no interest on my outstanding balance because the balance above included the total interest for the life of the loan. I requested that information to be sent in writing, but she said that was not possible. Was told that the only way to make payments was to call KeyBank customer service, request XXXX, and provide checking routing/account number. I stated I could make $ 800 monthly payments, but needed documentation from XXXX/KeyBank. Requested that after each payment a statement be mailed to my address. Was told that KeyBank was unable to provide a statement, but could provide payment history that I would need to request each month. KeyBank was also unable to set up recurrent payments/auto pay, and unable to offer online access to my account information. XX/XX/XXXX : received payment history as requested to XXXX : Charge off date : XX/XX/XXXX -balance ( per XXXX XXXX : {$130000.00} XXXXbalance ( on payment history ) : {$120000.00} -balance ( on different part of payment history paper ) : {$120000.00} XX/XX/XXXX XXXX : spoke with XXXX, told verbally that balance was {$120000.00} XX/XX/XXXX : called KeyBank to make payment and told that XXXX was no longer in charge of my account. New employee XXXX would be handling payments going forward Spoke with financial advisor regarding payment history paper received in the mail, who clarified the following : Principal : {$120000.00} Interest : {$2000.00} Total owed : {$130000.00} XX/XX/XXXX : Concerned with payment process and methods being employed by KeyBank, went to local branch and spoke to XXXX XXXX XXXX. Voiced concerns with bookkeeping and potential embezzlement. He voiced that it was reasonable to ask for a statement after each payment. He asked for copy of KeyBank pay history and bank statements, which were emailed to him on XX/XX/XXXX. Local branch information : KeyBank XXXX XXXX XXXX XXXX XXXX, OR XXXX XX/XX/XXXX : XXXX at local branch was able to have charge off letter from KeyBank and payment history sent directly via fax. I picked up hard copy from branch. XX/XX/XXXX : Consulted XXXX XXXX regarding situation. Everything seemed copacetic at the time. XX/XX/XXXX : Received call from XXXX at KeyBank asking for payment. I remitted {$800.00} one-time payment ( confirmation # to serve as receipt of payment ). As agreed with KeyBank, started to make monthly payments of {$800.00}. Difficulty in reaching appropriate person ( can only make payments to a single person [ i.e., XXXX ] during working bank hours ) XX/XX/XXXX : After making numerous payments successfully and receiving payment history via postal mail ( still not reported on credit report ) that XXXX was leaving his position. Informed that two employees of KeyBank would be taking over : XXXX and XXXX. XX/XX/XXXX : attempted several calls with KeyBank representatives. At every time neither XXXX nor XXXX were available. Requested call back each time. Never received call back. Unable to remit payment for month of XXXX and XXXX. XX/XX/XXXX : Received call from XXXX. Informed current balance {$110000.00} ( matched my records ; not on credit report ). XX/XX/XXXX : Called KeyBank to inform them I lost my job and I would need to pause payments until I get settled with a new job. Stated that I would call them back when that occurred. XX/XX/XXXX : Called and spoke with KeyBank representative. Informed that account was now in " litigation hold '' and no longer with KeyBank. Explained that sporadic payments was the rationale. I escalated the reason for sporadic payments was difficulty in remitting payments. Informed that I am no longer able to make payments, unable to get me in contact with KeyBank legal department. XX/XX/XXXX : called KeyBank again. Informed that I am unable to contact anyone in their legal department, nor can they provide me the attorney as that person has not been assigned. Informed that attorney would contact me. Also unable to accept payment at this time. During the period of time when private ( non-student ) loan was in default, KeyBank/XXXX XXXX keeps marking as " late '' on credit report even though account is in default. Unable to discuss settlement with XXXX company.
Company Response:
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Complaint about the Key Bank Complain subject : Property insurance Inception : XX/XX/XXXX Entity name : XXXX XXXX XXXX XXXX There was property insurance in effect from the XX/XX/XXXX. However, the bank claims that the insurance we placed is not according to requirements after XXXX renewal. Our insurance remained the same. Bank had put lender placed insurance without informing us and had been collecting premiums from the bank through ACH which I didnt catch till later. The normal method of notification is through XXXX, I was never informed of the inadequacy of the Insurance and the Banks intention of placing insurance and after they placed the insurance. ( I wanted to prove my understanding that the Bank informed any issue they deemed important through XXXX by stopping payment. As expected I received a XXXX letter within seven days. ) So, I carried two sets of insurance for the last year and they still refuse to remove lender placed insurance after we satisfied all their requirements. I am carrying two sets of insurance as now and did so last year too. We enquired as to what is not covered, but the information come in pieces and the bank was never satisfied with what we provided. So we asked the bank to provide the full policy document for the insurance they placed. But they refuse to give us the document. The bank wants us to provide the certificate, full policy document and payment receipts, but refuse to reciprocate. I am at my wits end as they simply keep taking funds through ACH and I have no control. They claim they placed insurance but refuse to give any proof. So, I need to get refunds of all the bank placed policies as we had insurance in place to cover the whole period. If the coverage is lacking, I need proof of their coverage and specific costs and costs just to cover what was lacking.
Company Response:
State: TX
Zip: 77024
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, I opened a high-interest online savings account with XXXX XXXX Key Bank XXXX XXXX ), and funded it with {$3200.00} transferred from my XXXX XXXX XXXX now XXXXXXXX XXXX XXXX XXXX account. I opened this account, only due to XXXX XXXX advertised 4.5 % interest rate. XX/XX/2023 I tried to access my account online, but was locked out. I contacted Customer Service XX/XX/XXXX ( XXXX min call ) to ask why. Agent Couldnt tell me and told me to call back next day. XX/XX/2023 Called XXXX again ( XXXX mins call ). Again, no one could tell me why I had been locked out of my account. Agent promised me to call back the same day with information. Despite her promise, she did not call back. XX/XX/2023 After not hearing back, I called XXXX again ( XXXX min call ). Still no one could tell me what the problem with my account was or why I had been locked out. No one from management was available to speak with me. I also asked why XXXX had not communicated with me about any problem with my account. XXXX said that usually they send a letter explaining the issue. Again, I said that I had received nothing. XXXX could not explain why I hadnt received a letter/email regarding an issue with my account. The XXXX agent then said that they had closed my account and mailed my funds to me by check on the previous day XX/XX/2023. When I again asked why my account had been frozen and closed, the agent said something about how XXXX of the people on my account had called to say they didnt want to be on the account. When I said Im the only person on the account, they had no response. I asked when they had frozen my funds, and why they never reached out to me. XXXX had no response and could not answer any of my questions. No details. No explanation. XX/XX/2023 I called XXXX again ( XXXX mins call ) to confirm that the check had been mailed to me. Agent confirmed that yes, the check had been mailed to me on XX/XX/2023. XXXX month later, I still hadnt received the check that XXXX confirmed TWICE that they had mailed on XX/XX/2023. I thought maybe I hadnt received it, because I moved to a new address on XX/XX/XXXX. So, I called XXXX again on XX/XX/2023. XX/XX/2023 On this call that I made to XXXX, for the first time ever, the XXXX agent suddenly informed me that XXXX didnt advise me that there was a problem, because he had called me in XXXX, and that I had asked to be taken off the call list and hung up. He didnt provide me with a date of the call or what number he had called. He was still unable to tell me what the problem was that had led to my funds being seized by XXXX. He said that because I asked to be taken off the call list and hung up, he put NO CONTACT on my account. I asked how take me off your call list equated to XXXX contact me with a problem with my account or XXXX email me or send me a letter. He had no response. He told me that a check had not been sent to me ( despite XXXX telling me twice that they mailed the check on XX/XX/2023 ), and that no check would be sent until I provided proof of change of address & proof that I had funded the account. Said he would email me the email of where to send the requested documents, but he did not. XX/XX/2023 Since the XXXX agent did not send me the email address as he had promised, I found an email address ( XXXX ) myself on their webpage. I emailed XXXX forms of proof of an address change ( Change of Address verification letter from XXXX and a lease addendum showing that I had been added to my apartment lease ). I also emailed my XXXX Bank statement from XXXX showing that I had transferred {$3200.00} to fund my XXXX account on XX/XX/2023. ( The XXXX documents that I emailed are attached ). Later that day, I called XXXX again & asked for a manager. Was told no one was available. I was told someone would call me back. Received call from XXXX. I asked again why I hadnt been informed ( and still hadnt received any correspondence about any problem with my account ). Agent now repeated that I wasnt informed of anything, because when their call center called me in XXXX ( still no date provided ), I asked to be taken off the calling list and hung up. I asked why their call center would be calling me if there was any suspicious activity on my account instead of their Fraud department. They said that their Fraud department doesnt make phone calls. I asked why I had received no written correspondence from them. She had no answer. I asked why my funds had been seized to start with. She had no answer. The XXXX agent then said that they hadnt received the email I had sent them that morning with the requested documents attached. Then, later she confirmed that they had it. Said she would call me back about why a letter/email was never sent to me and what my funds had been seized. Yet again, no one called me back. XX/XX/2023 I received an email from XXXX acknowledging receipt of my XX/XX/2023 email and saying the documents had been forwarded to the Fraud Department for review and that they would contact me if anything further was needed. I waited 6 days, but heard nothing. So, on XX/XX/2023, I emailed XXXX yet again. XX/XX/2023 XXXX email XXXX help again asking why I hadnt heard from them or received the check. XX/XX/2023 In response, XXXX emailed me, saying that they were forwarding my email to management and that they would contact me. I emailed them back, saying that im tired of being jerked around and someone with authority and knowledge needs to call me immediately and take care of this. No one called. XX/XX/2023 XXXX emailed me saying that they wouldnt send me my money, because I submitted a Lease Addendum instead of an entire lease, and that the checking account statement that I submitted had all transactions, other than the transaction with which I funded my XXXX account, blacked out. They did not explain why they needed to see my other private and personal banking transactions, or why the Proof of Address Change letter from the Post Office, along with my rental addendum, was not sufficient proof of change of address. I responded that my other transactions are unrelated and irrelevant, and that there was no justifiable reason for requiring additional documentation of my change of address. As of XX/XX/2023, XXXX XXXX continues to hold my funds. Since XX/XX/2023 my funds ( {$3200.00} ) should have been in a high-interest bearing account ( 4.5 % ). Instead, XXXX seized my funds, failed to notify me, closed my account without explanation notice or explanation, and continues to withhold my money. To date, Ive received no correspondence explaining why they did this. XXXX has never explained why they flagged my account as suspicious to start with or why they froze my account and seized my funds.
Company Response:
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/2023, at XXXX I was advised by XXXX XXXX, a representative at KeyBank XXXXXXXX XXXX XXXX XXXXXXXX XXXX PA XXXX come to the bank because she received an email from Key Bank fraud department XXXX They believed fraud had occurred on my account. I arrived at the bank at XXXX and the XXXX XXXX representative called KeyBank Fraud department XXXX I spoke with a gentleman in Fraud Department. He advised me that there had been an ACH withdrawal from my account # XXXX in the amount of {$100000.00}. We spoke a great length and he indicated that KeyBank caught the fraud in time and would be able to reimburse the transaction because it was within the last 24 hours. I thanked him for his work and said if there's anything I can do to help prosecute let me know. He assured that the money would be recaptured. On XX/XX/2023, and after my previous discussion with KeyBank, my bank account was hacked again and {$100000.00} was returned to the account. I thought it was a KeyBank XXXX remittance reversal. It wasnt! The next shocking thing that happened was on XX/XX/2023, there was an another ACH withdrawal again in the amount of {$100000.00} ( see the attached information, withdrawals and deposits ). All of this occurred after my discussion with KeyBank on XX/XX/2023. KeyBank representatives should have immediately closed the account, but instead strictly restricted the account. I've spoken with several people at KeyBank and they keep telling me that I must go through the branch manager. On five separate occasions, I spoke with five different KeyBank Managers and the fraud department. All the bank managers insist that while the account was restricted, deposits are allowed to come into the account but XXXX not be allowed to leave. They in essence refused to give me any information. They informed me they will get back to me within 45 to 90 days. One KeyBank representative told me that there is not a timeline for how long this process will take. I am XXXX XXXX XXXX and as you XXXX suspect the {$100000.00} was part of my retirement fund that was being used to fix my property. Please help me as soon as you can. Something funny is going on here.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid of a car with Key Bank in 2019 with a loan from XXXX XXXX. Key Bank is reporting the payment late. Which is inaccurate. I have reached out to Key Bank on numerous occasions to get a copy of their records. They told me they have no records of me. So how are you reporting information if you have no records for me. I need help and would like to file a dispute.
Company Response:
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I closed my Keybank account on XX/XX/XXXX. To my surprise, my credit report through XXXX XXXX shows that the account remained opened until XX/XX/XXXX. The report shows that it was overdrawn 2 times on XX/XX/XXXX & XX/XX/XXXX
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My mother got a lawsuit advance Wich she got a notarized document for the company to send the funds to my account was done perfectly and to alert the bank I scheduled a direct deposit from the lending company for the amount Wich made a canceled check for me to give lending company, the next day the company wires the money shows in my account few min later they kicked me out of my own line restricted my account for suspected fraud so I go into the branch they contact fraud dept who says I have to wait for them to verify funds so the lending company gives me a fed ref # wich I couldn't get customer services to even take from me... Iso when they were speaking to fraud because i wasnt allowed I ask is there something i could do to help them verify funds they said no..so here i am homeless hungary broke and with out my money and told i cant do anything but wait for them to want to release my money not even close my account and for no reason.
Company Response:
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: XX/XX/XXXX I went to surrender my deceased husband death XXXX I have been given the run around without any resolution I have sent all request the bank ask for since XX/XX/2023 mileage on truck description of truck surviving spouse surrender of truck seats certificate of husband letters sent to Executive ofc. Nothing. In New York state you can not surrender plates until ins has been terminated. I have kept and paid monthly ins. Submitted proof by email to the executive branch no response until today I was told that I would not be reimburse fo ins. Payments My name is not on the loan just trying to do the right thing in protecting Key Cotp investment almost 6 months of trying to get them to pick up the truck. KeyCorp has created undue hardship having to make monthly insurance payments and has really caused unnecessary stress on especially after my husband 's untimely death. I have all documentation sent to the contact person at keycorp and no resolution Please help me Thank you
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased a {$200.00} XXXX XXXX gift card at a XXXX XXXX grocery store on XX/XX/XXXX at XXXX p.m. located on XXXX XXXX and XXXX XXXX in XXXX, XXXX I used my KeyBank credit card to make the purchase. When I attempted to use the gift card to purchase materials on XX/XX/XXXX, the Card # and Pin # on the back of the giftcard was damaged and the Card # and Pin # were illegible and the gift card was deemed not permissible by the XXXX XXXX employee who scratched off the section on the back of the card to view and use the Card # and Pin #. I then asked the XXXX XXXX employee to research and obtain the Card # and Pin #, they indicated they were unable to do so. I then proceeded to a Customer Service representative and manager in another part of the XXXX XXXX location on XXXX XXXX in XXXX, XXXX The customer service representative and manager also informed me that they were unable to assist and directed me back to the XXXX XXXX where I purchased the giftcard. I then returned to XXXX XXXX and inquired as to refunding the {$200.00} giftcard amount or replacing the cards. They were unable to assist and directed me to XXXX XXXX customer service line at XXXX. I was informed that they would research and it may take up to 15 business days and was provided a case # XXXX and they also suggested to work with XXXX XXXX. I then called my credit card company, Keybank, on XX/XX/XXXX to file a credit card dispute for the {$200.00} to refund the charge. I was provided a KeyBank dispute number XXXX at this time. None of these actions have resulted in a refund to my account. This dispute has not yet been resolved either and is still being pursued without resolution. Please advise as to further guidance and direction. I appreciate your assistance. On XX/XX/XXXX, XXXX XXXX informed me that my refund was approved for Case # XXXX but as of XX/XX/XXXX I still had not received the {$200.00} credit to my KeyBank credit card. On XX/XX/XXXX, The XXXX XXXX agent indicated that my refund request was submitted to their retail banking division for processing. In addition, KeyBank requested additional information for the transaction that has already been provided. This is very troubling and terrible customer service and fraudulent. Please advise. This has now been almost 30 days without refunding my {$200.00} and neither the merchant or my bank has worked to resolve. This is also my second CFPB complaint submitted in- XXXX was closed prematurely without resolution by KeyBank and erroneously XXXX
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am attaching copies of all the documents that I submitted to Keybank regarding the issue. You can see that the total payments that show on my account that I made ( all bank statements are attached as well ) do not match what was applied to my mortgage. It is short by {$110.00} ( you can see where they tried to " fix '' something and took this amount off twice ). In addition, you can see on the statements that the sent that on XX/XX/XXXX my mortgage payment and minimum due was correct. Then on XX/XX/XXXX statement the amount due jumped to {$970.00} ( {$690.00} more ). On the XX/XX/XXXX statement you can see they are fees. This complaint on the fees pertains to a prior complaint where I said they added a lot of {$30.00} fees but they denied them being on my account. Now you can cleary see them. I reaffirmed my mortgage when I filed bankruptcy and the fees are all added to the end of my mortgage ( the amount is {$5800.00} ). Nowhere in this agreement were there an additional {$690.00} in fees. I have repeatedly asked them to review this and every time they brush me off. I gave them documentation and they still fail to answer my request even with all my documentation sent to them to review. Keybank owes me the {$110.00} and the {$690.00} in fees that they took from my mortgage payments. It is bad enough I had to pay the {$5800.00} due to a hard time in my life but to add additional fees for no reason is ridiculous! I have asked them to fix this issue as I am in the process of selling my home and want my money that is due to me credited on my account prior to me paying it off as I know they will NEVER refund me once they have the money. This is the worst bank to have to deal with and they can rest assured once this is resolved and I pay the mortgage in FULL they will never make another penny from me, my family, friends and business customers.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A