Date Received: 2015-12-15
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I bought a house in XXXX XXXX, 2014. We extensively remodeled it and now are trying to refinance to repay the original lender, as I indicated to him I would repay the loan after we were done. I recently discovered, that there was an additional mortgage on the house, filed at the courthouse on XXXX XXXX, 2014, just a couple of workdays before the closing, by KeyBank of XXXX. NOTE THE PRIOR OWNERS RECEIVED THAT {$50000.00} lLOAN PROCEEDS PLUS OUR FULL PRICE WE PAID FOR THE HOUSE. I do not understand how KeyBank could have got their loan through underwriting without noting the home was for sale. It was listed in the XXXX for sale ( pending ) when the mortgage was dated ( XXXX XXXX, 2014 ). KeyBank will not talk to me about any of this due to " privacy concerns '' even though this is stopping my ability to finance the house. How is this possible? You list your house for sale, the bank knows it or should know it, they loan {$50000.00} against it, put a mortgage on it, and wo n't work with the new property owners to work through it? Why is everybody at KeyBank so concerned about their customers privacy but unwilling to discuss the lien on my house that should be removed? Today, they even refused to give me the contact information for their mortgage or title departments so I could just give that info to my new mortgagor. ( which I am afraid they are going to deny the loan because the processor told me " it sounds shady ''. ) I am wondering what Key Bank may have done wrong that they might not want to admit to me becasue it is causing me to lose money and sleep. Did they violate their own underwriting requirements? Did they cross any other lines they should not have? Should they have acted more quickly when they became aware of the situation? And finally, why no obligation to me?
Company Response:
State: OH
Zip: 45371
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I came in and open a checking account with Key Bank and XXXX XXXX on XXXX/XXXX/2015 at XXXX XXXX in XXXX XXXX Colorado. I also brought a coupon with me XXXX reservation number XXXX. I was told that all I had to do to get the coupon is to set up a direct deposit from work to this account totaling {$500.00} or more 60 days after the account opening. So I set up my direct deposit of {$250.00} twice a month to go to this account. On XXXX/XXXX/2015 I realized that still have not received a promotional bonus, when I called XXXX to report this problem, she called different departments to find out what happened and they said that there was suppose to be XXXX direct deposit of {$500.00} and it could n't be XXXX direct deposits totaling {$500.00} and that I wo n't receive a bonus. If I would have known that It needs to be XXXX direct deposit I would have simply set it up that way. One of the main reasons why I decided to try Key Bank was the fact that I received that coupon and I told the Banker that and I verified it multiple times to what do I need to do to receive the funds. I accept the fact that may be the banker did n't understand the dollar amount difference of a coupon and she did n't do it on purpose but that lead me to set it up my direct deposit the way I did. I feel like I was cheated and lied to, for no real reason. I tried to contact your customer support team but they told me to get in touch with the Branch Manager. It has been several months now and I asked XXXX to bring that up to her managers attention but she seem to ignore my email. I tried to contact the Branch Manager myself and she also ignored my email and XXXX voice mails that I left her, not to mention that she has been on vacation for over a month and nobody but her were able to help me. When finally she responded to another email that I sent her, she simply told me that it was my fault and there is nothing that she is going to do. I asked her to look through the transaction history on the account and see that my direct deposit will come in and I will take most of the money out or transfer it to my primary bank. You can clearly see that I did what I was explained to do. But she said that her employee would have not done that. I understand that she suppose to protect the bank assets and back up her employee, but that went a little too far. She clearly did not do any research and probably never even looked at my account to see what I was referring to. In this case it was not just the banker that misled me to this situation but also the customer support was not willing to even look into that issue, neither did a branch manager, just leaving me with a lot of wasted time and money and feeling that I did something wrong when I did everything exactly as it was explained to me. I did n't receive a proper disclosure about the account or the coupon terms that led to this situation.
Company Response:
State: CO
Zip: 80111
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XXXX XXXX, 2015 between XXXX XXXX, I was denied entry into the Key Bank located XXXX XXXX and XXXX XXXX. XXXX, XXXX, Ohio because of racial discrimination. I am a man of XXXX descent. I and my XXXX sisters were there to discuss an outstanding loan debt with a loan officer when they locked us out, but allowed only white customers entry into the establishment to transact business. Though, after about XXXX minutes, I and my sisters were allowed entry finally. We asked why " we were not allow but white customers were, '' the Relationship Manager on duty, XXXX XXXX said, " because there system was down. '' What a terrible explanation, seeing that white customers had no problem gaining entry and transacting business, but I and my sisters were denied that opportunity.
Company Response:
State: OH
Zip: 44646
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-02
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Missing debit/credit on ledger. I have a Hassle Free Account attached to my personal Checking Account at Key Bank. The Hassle Free account is used by my son who goes to school away from home. My son buys a week long subway pass every week in XXXX. On XX/XX/XXXX he tried to purchase a week long subway pass. The money came off of his debit card but did not transfer to his XXXX XXXX. He alerted the XXXX personnel and they said that they had processed a credit to his debit card. They said that the credit would show up in a few days and that if it did n't we should notify XXXX to get the money back. The charge showed on his ledger as a debit until XX/XX/XXXX and then it just disappeared off the ledger completely. ( He subsequently bought another pass that is debited on XX/XX/XXXX. ) This is extremely problematic and just exemplifies once again Key Bank 's Magical Accounting. If this has happened to my account without any explanation, how often does it happen to others. If a charge comes on the ledger then it either is debited from the account or credited back to the account, but it does n't just disappear. If I did not pay attention to my account as I do, then this might not have been noticed. I have attached statements from XX/XX/XXXX ( this one shows the charge in the pending section and also shows that my son bought another pass on XX/XX/XXXX. that charge was completed ) XX/XX/XXXX that is the first day the charge was missing and XX/XX/XXXX which shows that there is no charge on the ledger. I have documentation of the days in between to show that the item is missing and can supply these if needed.
Company Response:
State: NY
Zip: 13820
Submitted Via: Web
Date Sent: 2015-12-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-01
Issue: Billing statement
Subissue:
Consumer Complaint: Recently, I became aware that my credit card was switched from paper statements to electronic statements. This occurred without my knowledge or consent. I have been receiving paper statements for the past 20 years. I recently signed up for the credit cards rewards program and it may have switched me to electronic statements when I registered, however I was not aware of the change. I was not notified about the change to electronic statements via email or any other communication. I charged {$4.00} on my credit card and was waiting for my paper statements and eventually forgot about the charge. The bank charged me {$44.00} in late payments and place a 30 day late payment on my account. The only way I was to find out about this late payment was through my credit protection account, which notified me. I was never notified about my account being past due. The bank used deceptive practices to change my statements to electronic and profited from the result, in addition to damaging my credit. Precedence has been established during my 20 years of receiving paper statements and changing me to electronic payments without notification is Illegal.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2015-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-21
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: This is my fifth complaint against Key Bank because of excessive overdraft fees. I am attaching documentation that shows how confusing and dishonest Key Bank 's posting practices are. Unfortunately, this kind of theft affects people like me who do not have assets and have poor credit. Otherwise, I would have an overdraft protection account and I would never incur these fees. This is not only about my funds being low, because actually my funds are n't low right now and I incurred the last XXXX overdraft notices with a positive balance! Now that 's Key Bank Magical Accounting for you! I 'm posting this now but i am accumulating some other concerns that I am noticing now that I am having to pay attention so closely to my account and not rely on Key Bank to do the math. Some of my items disappear from the ledger at times. The other thing that is happening now is that my pending items are coming out of pending status quickly. I will be addressing these things in future complaints. This is takes an incredible amount of my time. I am doing this for other folks who for various reasons are not able to study their accounts. There is no reason why the bank can not add and subtract well enough to keep track of people 's balances. I do n't even know how much I actually have in the bank now. I do n't know how to find out either. I have a ledger that I keep for my own records and it does not coincide with Key Bank 's accounting. Key Bank changes the order of debits and credits in order to receive overdraft funds from people who do not have assets or good credit in order to protect themselves from this stealing in which this bank participates. I have attached the overdraft notice that I received this morning XX/XX/XXXX. And I have attached the ledger from XX/XX/XXXX copied at several times during the day to show first that there is no record in the ledger itself of the XXXX that is credited to the account with the deposit that I made that morning. It shows up in the balance part of the ledger at the top of the page but not in the description. In addition, this same deposit that was made at the ATM disappears later in the day. as does the XXXX debit. Where do they go? There is a note that says that Key Bank is working on the account and some items might not be available, but the question is why would that deposit disappear when it was visible throughout the day as well as the XXXX charge. I have gotten XXXX overdrafts this week for moving money from my basic checking to the Hassle Free account which is my son 's account. They are both my accounts. I should not be penalized for moving my money around between accounts. So on XX/XX/XXXX I started the day with a positive balance and ended the day with a positive balance having deposited XXXX into my account. Yet I bounced XXXX items, though I was only charged for XXXX. this is very unclear unprofessional accounting. If I did not have direct deposits coming into this account, I would close it. And the thing about it is that it would not matter to key bank at all if they lost my business. They do not care about their customers as evidenced by the fact that I have spent a lot of time this week complaining because of their over draft practices and they keep overdrafting me even with a positive balance. Get it together Key Bank. Adding and Subtracting are basic math skills that you should have. Stop reordering items to benefit yourselves. Give people a break. Last month you bounced XXXX debit transactions of mine that came all together to a little over XXXX You made almost XXXX $ off of those transactions.
Company Response:
State: NY
Zip: 13820
Submitted Via: Web
Date Sent: 2015-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: This is my fourth complaint about overdraft fees on my account. I am attaching documentation to show that Key Bank changes the order of credits and debits to accounts. I would appreciate someone from the Consumer Financial Protection Bureau to closely look at my documentation this time as I have copied my account over the last two days to show the discrepancies in accounting. This last overdraft I received because I moved XXXX $ from my standard checking to my son 's Hassle Free account. The reason my account over drew in the first place two days ago was because of the fees debited by Key Bank. On the ledger there is no sign of overdraft before the fees were debited. In response to the overdraft complaint yesterday, Key Bank sent a tutorial with a fictitious person named XXXX who is XXXX XXXX and very young. The tutorial says that she over drew her account buying coffee and donuts. Besides the very problematic racialization of XXXX, Key Bank blames the customer when actually what is happening is that Key Bank alters the timing of debits and credits in ways that incur overdrafts. My ledger shows several deposits in the last few days yet they mysteriously move around in the ledger as do debits. Once an overdraft is debited in accounts that are fragile ( meaning no overdraft protection attached and low balances ) these fees throw the account into disarray resulting in yet more overdraft fees. Please CFP look carefully at my account. I am not some crazy person continuing to complain. I am an educated woman who follows her account diligently and I am going to continue to complain because I know if this is happening to me, it 's happening to others who perhaps do not have the money to pay the fees. I have attached a short analysis in a document. It 's short becasue i really do not have time to do this every day. I want these fees to stop. I am probably going to receive yet another overdraft fee because my account was overdrawn this morning. The only reason my account is overdrawn is that Key Bank has debited excessive overdraft fees from my checking account..
Company Response:
State: NY
Zip: 13820
Submitted Via: Web
Date Sent: 2015-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am submitting a third complaint against Key Bank. I have had excessive over draft fees taken out of my checking account in the past several months. Though it 's difficult to decipher, It looks like I moved XXXX $ to my son 's Hassle Free Account which is connected to my basic checking and that this bounced my checking account though my account was not overdrawn at all until this showed up in the ledger this morning. I have attached the forms which shows that '' Items pad that overdrew your account '' XXXX I was not overdrawn. The ledger does not reflect at any time that my account was negative. The way that Key Bank manages their accounting is not ethical. There is a note that says that Pending Items are not subject to overdraft fees but they do affect available balance. The available balance on Key Bank Accounts needs to be accurate and up to date. Key Bank is notorious for this kind of unethical accounting. This makes XXXX overdrafts fees of XXXX that I have incurred since XXXX XXXX. That is excessive overdrafting. If the bank and the CFP_ look at my attached documentation, you can see that I use this account, I have direct deposits going into this account. The money flows are consistent. The only reason my account overdrafts is the way that Key Bank debits the account. Their methods for iincurring these fees are especially effective with folks like me whose accounts become very low between pay checks. Oh and there is one more thing that has happened to me. Not only am I being punished for Key Banks Magical Accounting Methods, but now when I want to make a deposit into my account, the tellers have to ask for an override to be able to deposit money into my account. They ask for an override and a manager has to come to the desk and allow them to deposit my money. So I am not only financially punished but I am infantalized and embarrassed in the process. All of these overdrafts and this infantalizing are causing me XXXX as I ca n't afford for this to happen over and over again. I also am taking valuable time out of my day to write these complaints which is affecting my ability to do my work.
Company Response:
State: NY
Zip: 13820
Submitted Via: Web
Date Sent: 2015-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-13
Issue: Can't repay my loan
Subissue: Can't temporarily postpone payments
Consumer Complaint: I had called Key Bank several times to help take care of my loan. I can not afford payments right now of almost {$80.00} a month. I explained to them my current situation several times, that I am working but can not afford to make payments for several months until I get back on my feet. I just graduated and got a job, my husband just went back to school and we have a baby. I explained I would have an opportunity to start tutoring and could afford payments around XX/XX/XXXX or I could pay a smaller amount and they refused to do anything or provide any help in any way. The said I could never refinance my loan or consolidate it, I ca n't get lower payments or a forbearance, or any kind of payment plan. I was told there is nothing they can do for someone who is trying to take care of their bill. They gave me no explanation why except that some other internal department at Key Bank said " no ''.
Company Response:
State: WA
Zip: 98531
Submitted Via: Web
Date Sent: 2015-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-11
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am attempting to sell my current home and to purchase a new home. In XXXX of XXXX I entered agreements with both a buyer of my home and with a seller, to purchase a new home. I have XXXX mortgages -- my primary mortgage is with XXXX XXXX XXXX, and my second mortgage ( home equity loan ) is with Key Bank. I filed for a chapter XXXX bankruptcy in XXXX XXXX, and my mortgages, as is the case with nearly all bankruptcies, were debts that were not reaffirmed. Since I remained in my home, I continued to pay both my mortgages. In XXXX XXXX, for reasons that were not shared with me, Key Bank " charged off '' my account. I was not notified of this, but was informed only when I contacted Key Bank because I was locked out of my account on their website. The result was that there was no longer any payment plan, nor was there any interest ( i.e. any " voluntary '' payments were applied entirely to the principal ). Since the payments were " voluntary, '' and there was no payment plan, any payments I made were neither " on time '' or " late. '' I continued to pay Key Bank in monthly installments, but immediately adjusted the amount of my monthly payments to account for the lack of interest on the loan. This situation seemed bizarre to me ; as it was explained to me, Key Bank charged off the loan, but still held the lien. The lender with whom I am ( still ) currently attempting to get a mortgage commitment has been attempting to get certain documents from Key Bank since I went under agreement in XXXX. The lender was requesting a payment history and a " verification of mortgage. '' It was requested that this " verification of mortgage '' include the status of my payments ( i.e. no payment plan -- thus no " late '' payments ) because Key Bank stopped reporting to credit agencies in XXXX XXXX. All of this information has been provided by Key Bank verbally to my loan officer and the loan processor. The underwriters and the FHA require that it be put in writing. This is what Key Bank is refusing to do. After three months ( an open complaint with the XXXX, and a threatened lawsuit ), Key Bank did finally provide those documents, but the " verification of mortgage '' ( for which I paid XXXX dollars ) did not contain the information requested. The only information on the document was a payoff amount and a loan origination date. The buyers of my home have since opted out of the agreement because the mortgage commitment date has passed. Key Bank, and its refusal to provide requested information, is the singular reason I am unable to get this ( or any ) mortgage. As it currently stands, in addition to being unable to get a mortgage commitment, my home will certainly sell for an amount lesser than the original agreement, especially if I am in a more desperate situation to accept any offer ( because most mortgage commitments require that the current home is sold ). The closest I have gotten to getting a reason for this refusal to cooperate is Key Bank 's law firm ( a legal assistant named XXXX at XXXX ) indicating that Key Bank will do nothing that may help my credit rating.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No