Date Received: 2024-01-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a savings and checking account with Laurel Road bank in XX/XX/XXXX. The whole process was done online. I did not fund either of the savings or checking accounts until later. I received 2 small deposits into the checking account on XX/XX/XXXX, and XX/XX/XXXX. A few days later I was able to transfer those funds to other accounts outside of Laurel Road bank with no issues. On XX/XX/XXXX, I initiated an ACH withdraw from Laurel Road bank to withdraw money from another external bank to be deposited in Laurel Road checking account. The exact amount is {$6500.00}. My intention was to use those funds to pay my daughter 's tuition. As soon as the money was withdrawn from the external account and was deposited into Laurel Road 's checking account, I was logged out and locked out of my account. I reached out to their support, which later proved to be useless and are there only to buy time and keep repeating the same canned responses. The justification was that my identity needs to be verified! I was on the phone with them and was ready to provide whatever is needed to verify my identity, but was asked to wait for an email asking for docs to prove my identity. Finally I received an email asking for a cell phone bill to prove my ownership of my phone!! and a recent external bank statement that is linked to Laurel Road. I provided those and was asked to wait. Next morning I call for an update as I am getting close to the tuition due date, and then was told we need more information, and asked to wait for an email to know what is needed. This all could not be asked at once. It had to be done on multiple calls, and I had to ask for what is needed! Then, I send the required docs, and again get asked to wait. Following morning, the same call with the same response, just wait. I explain that I am in a time crunch and that I provided all the docs needed and that the account worked fine before I transferred this amount before. They said they can't reverse the transaction to get the money back to where it was transferred from so I can pay tuition while they proceed with their ridiculous time wasting identity verification process from the XXXX. I kept getting pinged ponged between customer service dept, fraud dept, and resolution dept. I was promised to received a call from a senior person who can actually get things done rather than repeating canned responses. Ofcourse, the call never took place. Every time I call, I get presented with a lie just to wait. I am more eager to verify my identity than the bank is, it sounds like. This bank seems to employ the bait and switch way of getting people t transfer money to them, and then lock them out of their accounts. I've read online that a lot of people reported the same thing, so it is not a one-off type of scenario. This bank must be held responsible to their fraudulent behaviors. I will keep doing what I can until I get my money back, but wanted to report them so that they don't keep XXXX people this way. I also submitted a XXXX complaint, and am looking into seeing them for damages because of inability to pay XXXX tuition.
Company Response:
State: VA
Zip: 22802
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My name is XXXX XXXX, I am a XXXX XXXX the address is XXXX XXXX XXXX XXXX, XXXX, Ohio XXXX. Our company 's business checking account was transferred by hackers in the amount of {$120000.00} between XX/XX/XXXX and XXXX XXXX. The first thing happened was my debit card was declined for online payment In XXXX, I called KeyBank customer service XXXX they said there was something wrong with my debit card and told me my debit card was blocked and they will send me a new debit card. On XXXX XXXX, we log-in our online bank of Key bank account, someone transfered out our money from our account. The amount are : {$94000.00} on XXXX XXXX {$6000.00} on XXXX XXXX {$29000.00} on XXXX XXXX {$200.00} on XXXX XXXX Total amount is {$120000.00} We called costumer service to report these fraud things happened on XX/XX/XXXX, but the costumer service asked us to our branch to see our banker. So we went to our branch, Our KeyBank branch address is XXXX XXXX XXXX, XXXX, OH XXXX. The phone number of branch is XXXX, Our banker 's name is XXXX XXXX. Our banker report to fraud department and frozen our account., the Fraud number is XXXX, And then he opened a new account for us, transfered {$100000.00} from the frozen account to new account. All of the money were refund to our frozened account on XXXX XXXX. But after few days, Key banks took back {$120000.00} from the frozen account, so the balance amount of frozen account were XXXX XXXX, the reason is the fraud department still working on this case, our banker told us : [ Don't worry, Keybank will take care this. ] We always following up of our case and waiting for keybank to fix this case. About two month later, keybank closed our frozen account, the balance is showing {$0.00}. And we received a letter from a debt collection agency. The letter showing we owe {$83000.00} from keybank. We asked our banker what happened, our bank answered the fraud department find out the stolen money was transfered to XXXXXXXX XXXX, but the XXXX won't refund the money. The banker told us that he can't do anything at that timing, he asked us make report on Police department. So we completed the police report at police department at XXXX on XXXX XXXX. The report number is XXXX. After XXXX months long wait, we still can not get any help from Keybank or Police department, so we are asking CFPB help us. If you have any question, please contact me, my cell phone number is XXXX work number is XXXX. XXXX XXXX name is XXXXXXXX XXXX XXXX XXXX, address is XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX. email is -- -- XXXX Thank you.
Company Response:
State: OH
Zip: 43612
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was given a XXXX survey about their business practices and when the survey was complete I was told I would be given a {$500.00} dollar gift card from XXXX but they needed me to pay for the shipping of the card and they told me the shipping of XXXX gift card would be {$1.00} and I would need to use my credit or debit card. I submitted the debit card information and instead of the {$1.00} I was given this information that I could contact XXXX and their phone number was XXXX ( XXXX ) XXXX I immediately knew something was wrong because it did not indicate that I would be receiving the XXXX gift card. All of this happened on XX/XX/XXXX. I went to my Key Bank app and checked my checking account on XX/XX/XXXX and this premium device company was not on my checking account but another false company called XXXX pro shop XXXX and the took out {$160.00} and I did not authorize either of the false companies to take out of my bank account any money. I also on XX/XX/2023 tried to contact the premium device company and I attempted 8 times and was put on hold and then after 10 minutes the company hangs up on you. I submitted my complaint immediately to Key Bank and I gave them all this information. I was not given a provisional refund from my bank and they closed the complaint saying it was determined that the transaction was processed properly.During this time I had spoken to Key Bank employees who work in the fraud department their names beginning with XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX and XXXX and XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX and lastly XXXX on XX/XX/XXXX I gave all of the employees this information about the scam and fraudulent use of my debit card. They have denied once and I reopened the case with XXXX. I should have been given the provisional refund. I am submitting my complaint to you today XX/XX/2023 2023
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found an item on the report that was inaccurate. The account in question is listed below. Please send me copies of the documents that vou have in vour files as of this date that you used to verify the accuracy of the accounts listed below. Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the account that you are reporting in my credit report. Please don't respond to my request by saying that this account have been verified. Send me copies of the documents that you have in your files that were used to verify it. If you do not have any documentation in your files to verify the accuracy of the disputed account then please delete it immediately as required under Section 611 ( a ) ( 5 ) ( A ) ( ). By publishing this inaccurate and unverified item on my credit report and distributing it to 3rd parties you are damaging my reputation and credit worthiness Under the FCRA 15 U.S.C. 16811, all unverified accounts must be promptly deleted Therefore, if you are unable to provide me with a copy of the verifiable proof that you have on file for each of the accounts listed below within 30 days of receipt of this letter then you must remove these accounts from my credit report. Please provide me with a copy of an updated and corrected credit report showing this item removed. I demand the following account be properly verified or removed immediately
Company Response:
State: FL
Zip: 33314
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I received a XXXX deposit for a vehicle I was helping a family member sell. On XX/XX/XXXX at XXXX I arrived at my bank, Key Bank , to notarize the title, receive the balance of funds, and deliver the vehicle to the buyer. The buyer brought a counter check from XXXX Bank. We did the necessary paper work, they gave me the check and I gave them the keys to the vehicle. I immediately deposited this check into my Key Bank Checking account and then wrote my family member a check for the vehicle a few days later. On XX/XX/XXXX my debit card from Key quit working. earlier in the day I had transferred the XXXX deposit to this account and in addition to the check I deposited a week before and my paycheck from my job there should not have been a problem. I went to the branch at XXXX to find out my account was frozen due to a fraud investigation. The check that I was given by the buyers was not signed, nor was I asked to endorse the check at the time of deposit a week prior. While in the branch, with a banker, I immediately called the buyer and explained the situation. He was at work but assured me he would get another counter check from XXXX Bank and get it cleared up. He did exactly that and was waiting at the bank for me with a new check which was again deposited this time signed and endorsed. On Saturday XX/XX/XXXX at XXXX XXXX I received an email from Key Bank letting me know my account would be frozen until at least the XXXX of XXXX. Something I was not told the day before. Had I known this I could have made different arrangements. Today is the XXXX of XXXX and here is a list of what has happened today : - Bounced a XXXX payment - credit card payments to XXXX cards have been declined and all the cards are frozen - My XXXX XXXX line of credit I was to close on this week has been denied. - My daughter 's XXXX XXXX payment has not gone through - a doctor 's appointment that I have for my son on Friday that took XXXX months to get has been cancelled because I have no way to pay the deductible. - The XXXX money is in limbo and unavailable because it's attached to this frozen fraud investigation account. And this is just Monday. Obviously my credit which I have worked for the last 12 years to make good has been destroyed in a day. I have {$100.00} in cash right now and that is all. That will not get me to Wednesday let alone the XXXX or beyond which is likely given next XXXX XXXX XXXX XXXXXXXX holiday. In fact Key never informed me of any of this. Had my debit card not been frozen I would not have even known about the check. The stress of this is hard to overstate and all of this because the teller did not carefully look at a check I deposited 10 days ago. As of now Key Bank, customer service, branch workers, fraud department and the executive offices have no answers at all. " It's under investigation and here 's your case number ... '' That's it. My last resort is filing this complaint and tomorrow calling a relative who is an attorney at the Department of Treasury- Office of the Comptroller of the Currency ( OCC ) and seeing what they think.
Company Response:
State: OH
Zip: 43204
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This is a follow up complaint for XXXX. I incorporate that complaint by reference. The issue is a washed check from XX/XX/XXXX for my company, the XXXX XXXX XXXX XXXX XXXX. The amount of the check is {$3200.00}. As you can see from my prior complaint, I have called the Key Bank fraud line many times and on several occasions been treated poorly, at best. My last complaint to the CFPB resulted in a letter dated XXXX XXXX XXXX from Key Bank Enterprise Client Relations. This letter is part of the file for my prior complaint and incorporated herein. It stated that, despite my many calls over the past two years, that Key Bank neglected to tell me of a request from XXXX XXXX. They did not advise me of this request for over one and a half years, despite my many calls. The Key Bank letter of XXXX XXXX XXXX acknowledges this error on their part. Allegedly, XXXX XXXX is looking for an affidavit stating that XXXX XXXX is the Receiver of Taxes for XXXX. XXXX. She properly endorsed the replacement check for the washed check.This is public information, available on their town website and can be easily verified. This is an elected position. It is similar to being requested to prove, but affidavit, that someone is a governor or president. This is a fact they can verify. The end of the letter stated additional documentation is needed and that I was to work directly with XXXX XXXX at the XXXX branch. That is my local branch and I have cordially dealt with her over the years we have had these accounts. I have tried many times to reach out to her. 1. I emailed her on XX/XX/XXXX. 2. I emailed her again on XXXX XXXX XXXX 3. I emailed her a third time on XXXX XXXX XXXX 4. I then called and left a message with another employee. I was told she was busy but she would call me back. 5. I sent a written letter on XXXX XXXX XXXX I have not had a response to any of the emails, the call or the letter. This is poor bank customer relations. I can not imagine that two years have passed and these funds have not been returned to the account. I have already provided all the documentation that was requested. I can not believe that Key Bank did not tell me or a year and a half that XXXX XXXX requested information on XX/XX/XXXX and that I was not informed until the letter of XX/XX/XXXX was sent to me. The information requested the name of the Receiver of Taxes, is public information. I also am very displeased that I have tried to contact the designated person at Key Bank, five times but there has been no response. I would appreciate that this matter be promptly resolved with the return of the funds to the account.
Company Response:
State: NY
Zip: 10566
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Attempted to withdraw money from my account and was refused any of my available funds due to a checking account issue totaling XXXX dollars
Company Response:
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Hi there I opened a account there but then they closed out my account said to previous banking history and XXXX XXXX XXXXXXXX not on XXXX XXXX for key bank and I'm very frustrated with them I have XXXX checks now that we're going into the account and they said it's all restricted I want a answer why what the previous banking history is with them. Or I will have my attorney set a court date with key bank
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A girl on XXXX said that she was giving out legal funds that she was working for a bank company and I sent her a dm with all my information and she put over XXXX fraudulent checks into my account but I didnt know that they were bad checks until the bank closed my account and now the bank is keeping the money since I owe them money
Company Response:
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: We had a mortgage with KeyBank. We sold our home, and the mortgage was paid off on XX/XX/XXXX. Based on this, we fully expected to receive the extra funds ( {$3500.00} ) in our escrow account no later than XX/XX/XXXX. In speaking with KeyBank, I was told that the check was mailed on XXXX. Unfortunately, they sent it to the old address where I had the mortgage. However, since I had filled out a change of address with the post office, I figured it was just a matter of time until I received my check. Unfortunately, as of today, XX/XX/XXXX, I still have not received it. I have been in touch with both my old post office and my new post office, and neither of them has this piece of mail. Furthermore, I spoke with the Inspector General at my new post office, and he stated that it is lost. In speaking with KeyBank via their chat function on their website, I asked for any sort of tracking or proof that they had sent the check. They could not provide any proof, other than them saying it was mailed. Furthermore, they said they will not issue a replacement check for 30 additional days from when they mailed the original. That puts it at XX/XX/XXXX until they will even mail a new check, well past the 30 days they have to return my overage to me. If the situations were reversed, and I mailed them a check they never received, you can bet they would use every method at their disposal to get their mony.
Company Response:
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A