Date Received: 2023-07-28
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened a new high yield saving account on XX/XX/XXXX with XXXX, part of the Key bank. I transferred some money. The fund has been being locked and under review. I am not able to log in the website. I tried over 20 times to log in and it always says system error. In the past 38 days, I called XXXX customer service 3 times and it is still not resolved. I got a letter from KeyBank on XX/XX/XXXX stating my account could be a fraud. That's rude.. What makes you think it's a fraud? The frustration of opening account and irresponsiveness of review process make me think this bank is a fraud. I called KeyBank customer service but they asked me to call XXXX.. OK then why did I receive a letter that says to contact XXXX This bank, in my experience, fails their cirtical operations with customers.
Company Response:
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XX/XX/XXXX A fraudulent check for {$5000.00} was cashed by XXXX XXXX XXXX from our business checking account ending in XXXX with Key Bank. The original check ( number XXXX ) was issued to one of our suppliers ( XXXX XXXX ) on XX/XX/XXXX for {$2000.00}. The person who cashed it electronically for {$5000.00} was XXXX XXXX with contribution written in the memo section. XX/XX/XXXX I noticed the transaction on my on line banking and did not recall writing a check for that amount. I spent 3 hrs. with the Key Bank Branch in XXXX and The XXXX XXXX Sheriff, s Dept. getting all of the paperwork in order. At this point, I was told by the branch manager that it should be resolved within 2-3 weeks. XX/XX/XXXX Called the XXXX Key Bank branch and they said they had no information. XX/XX/XXXX Called the XXXX Key Bank branch ( spoke with XXXX ) She said that she would get back to me ( allegedly in the pipeline ). XX/XX/XXXX Spoke with XXXX XXXX XXXX branch ), she said that this had been handed over to the Key Bank Fraud Dept. on XX/XX/XXXX and that it could take up to 90 days to resolve from that date. ( not what I was told on XX/XX/XXXX ). XX/XX/XXXX Spoke with XXXX XXXX, XXXX branch manager and she said it should not take that long and she would look into it personally. XX/XX/XXXX XXXX said it would be 60 days. XX/XX/XXXX XXXX said we are getting close with the fraud money and would keep me posted. XX/XX/XXXX Called XXXX, said she would get back to me soon. XX/XX/XXXX Called XXXX branch, spoke with XXXX, said XXXX would get back to me. XX/XX/XXXX XXXX called, said they were working on it, no real progress. XX/XX/XXXX Called XXXX, no response. XX/XX/XXXX Called XXXX, no response. XX/XX/XXXX Called Key Bank Fraud Dept., XXXX branch. Spoke with XXXX. Said she would get back to me and that we should get the money soon. No return call. XX/XX/XXXX Called XXXX Reminded her that it had been 7 months. She said they were working on it and blamed the Key Bank Fraud Dept. and XXXX XXXXXXXX XXXX. XX/XX/XXXX Emailed XXXX to remind her that it has been 8 months, no response so that why I am finally taking this route.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have 2 Key XXXX Gift Mastercard issued by Keybank for XXXX and XXXX dollars. respectively. The expiration date on the {$200.00} value card is XX/XX/XXXX and the expiration on the {$50.00} value card is XX/XX/XXXX. Both cards were registered on the website with my name and address. I attempted to use the cards for an online purchase and was unable to do so. I reached out to on XX/XX/XXXX and spoke to XXXX who checked and said that the cards were inactivated and that I was going to receive a check in the amount of {$250.00} within 30 days. Reference number for the call is XXXX. It has been more than 30 days and I still have not received the check from the bank. I just called the phone number on the back to the card ( XXXX ) and was informed today, XX/XX/XXXX, that due to inactivity of more than XXXX years, I am not going to receive the balance of {$250.00}, I have the original paperwork that came with the cards and there is no mention of the funds taken away due to inactivity. Both cards are still within date. I would had used them earlier if the information was written clearly. I had been saving the cards for a special occasion. Please feel free to contact me for additional information. I appreciate any help in this matter. Thank you.
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Earlier this year I was at the end of my auto loan with Key Bank. Due to a TYPO on my part instead of sending a payment for {$240.00}, I sent a payment for {$3200.00} key Bank considered the loan paid in full. The check for {$3200.00} was returned f or NSF. I took the hit on charges for the returned check. The amount was an over payment up to the point of the check being returned. key Bank sent me a check in the amount of the overpayment, but there was NO LETTER explaining the check. I called Key Bank and was told that they DID NOT send me a check and the check I received was fraudulent and should not be cashed. I called the check verification line and was told that the check was good and that I could deposit it into my account. Before I deposited the check, I had the bank call Key Bank Key, they were given the same information. Key Bank without notifying me re-opened the loan and 2 months later sent me a Notice of repayment and a statement for late fees. I recently received a statement with a XX/XX/XXXX, Due Date but received it 12 days after the due date. I tried to contact the bank through their CHAT, but no one was available to talk to me with any authority to look into the issue.
Company Response:
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Opening account with XXXX XXXX Bank on about XXXX with XXXX accounts checking, saving, then got a letter from Key Bank XXXX XX/XX/XXXX that I reported fraudulent on my account and that is not true, I contacted the bank to resolve the matter and on XXXX XXXX the letter was send stated that my account was not in accordance with Key 's deposit Account Agreement and my account was closed. I reach out to resolve the matter and attempted to get my money back and the representive keep telling me that is under review, today is XX/XX/XXXX no resulted back yet! I would like to get fund bank to utilized everyday expense, How long they can hold one 's finance?
Company Response:
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: KEY BANK CLOSE MY ACCOUNTS XX/XX/2023 I NEVER GOT ANY PROBLEMS I CALLED THE NUMBERS AND NO ONE GAVE ME A ANSWER FOR CLOSING MY BUSSINES AND PERSONAL ACCOUNTS. I DONT THINK IS FAIR BECAUSE I BEEN DOING GOOD SO I CAN GET A LOAN FOR A HOUSE. NO ONE HELP ME TO RESOLVE THIS PROBLEM KEY BANK ALSO ITS CLOSING MY ACCOUNTS FOR NO REASON
Company Response:
State: NY
Zip: 10940
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XX/XX/XXXX - Key Bank was deducted funds from our checking account and the description said XXXX XXXX XXXX ; however, the funds were not applied to our commercial loan but to another customer 's loan. Once identified, these deducting and applications to another loan has been occurring since XXXX, XXXX in the amount of {$4500.00}. Key Bank said they were working on contacting the other customer prior to refunding our money. We received {$4500.00} on XX/XX/XXXX. Our calculations indicated the amount missing is {$5800.00} ; which they state they are reviewing.
Company Response:
State: CO
Zip: 80112
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Good Evening, I am writing because I think Key Bank is running a scam with the XXXX Unemployment Checking/Pre-paid Accounts. My account was fraudulently accessed in XX/XX/XXXX via multiple ATM withdrawals. I contacted the fraud department and after several attempts of them telling me they couldnt prove my identity. I finally received a claim #. I later received a letter in the mail saying they would be refunding the money. Then I received a check in the mail for {$16.00}. I contacted them to ask what this {$16.00} check was for and when will I receive the $ XXXX they said they would be refunding? I couldnt get a straight answer. Instead, I got the run around and was even told that Unemployment closed the account, so the money was given to them. I knew that was a lie because Unemployment had sent me a letter a few days prior, stating that KEY BANK closed the account. I decided to play XXXX 's advocate and called Unemployment. They confirmed what I already knew. They only deposit money into the account, they dont withdraw or take custody of accounts and they reiterated that KEY BANK closed the account. I called Key Bank and told the customer service rep about my conversation with Unemployment. THEN the rep let me know that a debit card was issued on the account and the refund/ $ XXXX was withdrawn ONCE AGAIN via ATM over a series of days, despite the fact that I specifically asking Key Bank NOT to reissue a debit card after my account was fraudulently accessed the first time. I was given the transaction dates and amounts and transferred to someone else. I also requested the statements be mailed to me. All in all I was transferred around for XXXX hours before I got to the dispute department, who would then tell me they couldnt prove my identity. Once again I emailed my ID and waited. I reached out to Key Banks XXXX Office with my frustrations only to be treated like I imagined receiving transaction details from a Key Bank customer service XXXX On XX/XX/XXXX, I was told by XXXX O that, the reps wouldnt be able to see transactions to give me that information. WHAT?! I was then transferred to XXXX, who said they didnt find any error on their part and concluded that I was at fault and committed dispute abuse, meaning my dispute claim was fraudulent, so the $ XXXX would not be refunded and if I needed further assistance, I should contact customer service. I contacted customer service and again asked for the statements so I can file a police report. To date, I have not received the statements.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Case Number : XXXX Name : XXXX XXXX Dispute Date : XX/XX/XXXX Dispute Amount : {$1800.00} Transaction Date : XX/XX/XXXX Merchant Name : XXXX On XX/XX/XXXX I opened a dispute with Key Bank in regards to a transaction on my checking account that I demand ( ed ) they reverse and refund me for, against a merchant called " XXXX '' I never received - and still have never received - a single item from my order with Demobaza, and as such, demand and deserve my money refunded back to me in full. I supplied Key Bank with ample documentation and proof validating my claim that I have never received my order from this merchant, but despite this, they reversed the provisional credit and ruled the dispute in favor of the merchant on XX/XX/XXXX. This is absolutely unacceptable, and Key Bank needs to do their job properly and refund my money. I demand that this dispute be reopened immediately, and provisional credit placed back on my account during this process. I made several attempts to resolve the issue directly with XXXX, but unfortunately, my efforts were met with constant excuses and delays. Initially, I was promised a replacement for the undelivered order, and later a refund. However, XXXX claimed they were working with XXXX, the shipping carrier, and needed XXXX to reimburse them for the lost package before they could issue a refund to me. Despite providing ample evidence to support my claim, such as footage from my video camera security doorbell and conversations with XXXX representatives who acknowledged the package 's disappearance, XXXX continued to offer excuses and refused to honor their commitment. They stated that my security doorbell footage was not valid proof because it lacked a " Date and time '' on the actual video. However, it's important to note that my XXXX XXXX security camera, like most doorbell security cameras on the market, does not offer a feature to display the date and time directly on the video footage itself. Nevertheless, the video files are dated and contain timestamps that corroborate my evidence and claims. Previously, XXXX acknowledged the validity of this video footage as it supported my claim that the package never arrived. The footage clearly shows the XXXX driver arriving at my address, making a brief and insufficient attempt to deliver the package, and subsequently leaving with the package in hand, clearly placing the package back in the XXXX van, and immediately driving away. This visual evidence conclusively proves that the delivery never occurred. There were no further delivery attempts, and it is evident that either the driver mishandled the package or it was lost after the driver 's departure. Therefore, I firmly demand a full refund and refuse to accept any responsibility for paying for an order that was never received. XXXX also tried to claim that I had corresponded with the XXXX delivery driver and given them permission to leave a package at my address. This is false, and a complete lie - and shows evidence that a XXXX driver may have been commiting a crime or organizing a scam. First of all, no XXXX driver is using a personal cell phone to text the personal cell number of a random recipient - that's not how a professional carrier runs things. At the time they claim this happened I was five states away visiting a sick family member - and provided boarding passes/flight ticket receipts to prove this. There is no way any driver spoke with or met with me, I wasn't even in the state. Nor did any XXXX driver EVER return to my address to make ANY delivery of these packages, they never came, and were never received. In light of XXXX 's failure to fulfill their obligations and their direct suggestion that I dispute the charge with my bank in order to receive my money back, I trusted that Key Bank 's debit card disputes department would thoroughly investigate this matter. They clearly have not done so, and have blatantly disregarded the fact that visual video evidence of the packages never being left at my address and never arriving to me from XXXX is more than enough proof that I have not received my order. XXXX accepted this proof as validation that the packages were never delivered, and yet no final ruling in my favor was ever made on the claim by XXXX, which is unacceptable. It is beyond fraudulent for this terrible company to think they can keep {$1800.00} of my money, and disgusting that Key Bank would mistreat me as a loyal customer by reversing this claim without accepting the ample and completely valid proof that my order was not received.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX my Key Bank debit card was used to make multiple charges to some place called ( XXXX ) XXXX XXXX XXXXXXXX Pa Usa. There are many different charges and of different amounts. I do not know what this place is and I did not make or authorize any of these charges. I filed a dispute with Key Bank, but they declined my dispute. I disputed it again as I am not a fault for these charges. My dispute was denied again! I am not sure why my dispute is being denied, but I am now on the hook for purchases that I did not make. This is not right and I don't know what to do?
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A