Date Received: 2023-07-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: on XX/XX/XXXX i received a call that stated i needed to provide a copy of my lease, or a utility bill to verify my address. They would not accept the business license, they let me open the account with. So they have frozen the funds. I provided them with the information they required to unlock the funds. they are telling me now today, XX/XX/XXXX, that it will be up to 2 weeks untill my funds, are unlocked. These are business funds, I am unable to work untill this account is unlocked. I have been a customer at the bank for 10 years. I am not a criminal. I provided them with all the information they requested.
Company Response:
State: WA
Zip: 98272
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Approximately XXXX XXXX I refinanced my home with XXXX XXXX and XXXX XXXX XXXX In the refinance I included my home plus a personal loan. The refinance was a fixed 15 year mortgage. I was doing this to get out of a 6.35 % apr to a 2.5 % or so mortgage rate. I was informed that my mortgage monthly payment would be less or equal to what I was already paying ( {$760.00} ) The new monthly payment came up to about {$700.00} but I continued to pay what I was used to paying so I paid an additional XXXX toward the principal each month. My loan was to include ALL taxes and fees as my previous loan had. I was informed that everything was included and had been paying for just a little over a year when I received a notice in XX/XX/XXXX that due to a significant escrow shortage, I would be required to pay XXXX More per month for the next 12 months starting with my XX/XX/XXXX payment. I began calling Key Bank 's main toll-free number toward the end of XXXX XXXX. I was passed around from department to department until finally, I began speaking with a representative named XXXX who attempted to reach out to parties involved in my closing, she tried other " departments and supervisors '' and she provided me weekly updates through XXXX. She stated that she had found the error that caused the shortage. She stated that during my refinance my school taxes were severely underrepresented and that the township tax amount is what was put in. So approximately {$470.00} was put down as my school tax amount when it should have been over {$1900.00}. XXXX finally came back with a resolution of Key Bank knocking off " XXXX '' of what I owed in escrow shortage. But indicated that my mortgage payment would still be approximately {$1000.00} a month for the next 12 months. I informed her I did not agree with that, and that paying {$1100.00} or even close to it would create a financial burden. She let me know she could not do anything further except transfer my case/complaint to the " escalation department '' From the moment I was referred to the escalation department, communication became nonexistent. I called and called through XXXX, XXXX, XXXX, XXXX, XXXX and each time I did I was either patched thru to the person assigned to my case ( XXXX XXXX and she informed me she had " no new news to report but they were working on it '' or I was patched through to someone else in the escalation department only to be told that XXXX was the only one who could provide me an update on my case. After several weeks I got XXXX on the phone and informed her that the communication about this issue was not satisfactory and that the payments were creating a hardship that I had never had to deal with in the previous 16 years of paying this mortgage with another company and that Key Banks lack of urgency seemed to demonstrate that they were just going to make me pay what they told me, risk late payments and bad credit reporting, or ultimately losing my house and that it wasn't ok. She stated she understood that I was frustrated but she had nothing new to report. When I told her that what was more frustrating was not hearing anything about my case at all and that she doesn't return calls she snickered and then stated she would set weekly calls up with me. She asked what a good time to call would be and I told her whenever she called I would make myself available for this matter, she snickered again and then agreed. The weekly calls on Wednesdays that she promised never occurred NOT EVEN ONE. I continued to have to call in and get connected to the " escalation dept '' and when asked if I could speak to a supervisor I was told they " don't have supervisors " in that department and whoever is working on our case is the only person you can speak to. I told them she wasn't calling me back and the new payments just kept being due. I called at the beginning of XX/XX/XXXX and specifically asked a customer service rep if they were aware of any regulations or timeframes that complaints within the escalation department had to be answered because I have been trying to get a solution for 5 months. The lady on the phone stated she was not aware of timelines and that she has seen cases resolved in a few days to a few months. She attempted to reach XXXX and couldn't so she promised to have XXXX return my call stating she would send her an urgent marked email. NO return call. It is now XX/XX/XXXX and I have been paying XXXX for the last 3 months with the XXXX ( XXXX ) payment scheduled to come out of the bank in the next day or two. That is a total of XXXX MORE in 4 months that I had to come up with. And Key Bank is dragging it out probably to get the 12 months of payments they requested and not deal with my requested resolution. My proposed resolution was that they rework my escrow shortage payment over whatever amount of time they had to, to not have me paying any more than XXXX more a month because anything over that amount felt like a punishment for something that was not on me, and not my error. I don't feel I should be financially inconvenienced because that error was made on SEVERAL levels of the closing process and not caught for one year and now the urgency is on me. I acknowledged that I owe it, but should not be penalized to pay it all upfront or in a year if it creates a financial burden.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX my car window was smashed and my wallet was stolen at approximately XXXX. -Police report number XXXX I reported my credit and debit cards stolen via the KEYBANK mobile app right at that time to prevent the thief from using my information. On XX/XX/XXXX I went to a branch to withdraw money. I explained my car was broken into, and I do not have my drivers license or any cards since my entire wallet was stolen. I also explained that I reported my cards stolen. On XX/XX/XXXX I checked my bank account and saw {$5000.00} was taken from my account. They were XXXX {$2500.00} transactions. I called customer service to report this as fraudulant and they put a hold on the transaction even though the theives took out cash. They said to call the fraud line the following day since they were closed to report the issue. On XX/XX/XXXX I reported to the fraud line of the significant money stolen from my account. They could not confirm if I was going to get my money back. They also stated that going forward I should be working with a local branch. Later on XX/XX/XXXX I went to my local branch and explained what happened. At that point Fraud did not assign an investigator yet, and did not send them the paperwork they were supposed to. I have had to put holds and restricted access on all of my accounts since XX/XX/XXXX. On XX/XX/XXXX I was informed that it was found that someone went through XXXX different drive thru branches on XX/XX/XXXX to withdraw {$2500.00} the maximum amount using my license, even though my card was reported stolen. I was told it should take 10 days to resolve. On XXXX I called the KEYBANK executive branch to explain the situation. I explained I took every precaution and that money was still stolen from my account. They said that I will have to speak to the fraud department. I asked if I could file a complaint and they took down my information. They said I will be receiving a call within 24-48 hours, however I never received a call back. On XX/XX/XXXX I called the fraud line for an update on my report. They said the investigator is still looking into it. I explained to them I need my money credited as soon as possible, as I am getting married in a couple weeks and need the funds to pay for our wedding. I asked for the investigators information, but they were unable to do so. They advised me to talk to the branch I am working with and continue sending in an escalation each day. After I spoke to the fraud department I called the branch and rep I am working with. I told him what I was told, and he said he will assist me and was apologetic. He is going to have his branch manager reach out, to hopefully put more urgency on the investigator. On XX/XX/XXXX I still have not heard anything in regard to the investigation or getting my money back. My overall complaint is that it was the banks negligence for not automatically putting a flag on my accounts even though I reported my cards stolen. I also told the branch my I.D was stolen, but flags were still not put in place. Then someone used my license through a drive-thru, to take a significant amount of money from my account. The bank then did not urgently resolve the issue or credit my money once they saw it was used in a drive-thru.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023 I visited a local Keybank branch office to provide the necessary documents in order to access my father 's checking account ( set up under his trust ) and money market. I provided the entire Trust documents to include the Trust Agreement, Affidavit and Acceptance as successor trustee, and two independent medical certification letters prepared by my attorney, along with the Durable POA, giving me comprehensive financial authority inclusive of the Estate and Trust. I am seeking access to my father 's accounts in order to pay his XXXX XXXX XXXX XXXX home expenses. My father is a long term patient in a memory care facility and currently under hospice care. Despite a follow up visit to the branch office and elevating the complaint to the KeyBank Client Relations Office of the President at the Corporate office, I have received no response. I have made follow up phone calls without response, and nor have I received any written response validating their denial in accessing my fathers accounts. The verbal explanation I was give by the local branch, is their legal department has denied the validity of the XXXX certification letters, which took six months to secure from the XXXXXXXX XXXX XXXX Both these letters were prepared by legal counsel, signed, dated, and fully compliant under state law. Furthermore, a notarized affidavit was attached with my assignment as successor trustee. These documents were fully accepted by at least four other financial institutions and insurance companies.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was 2 % for the first 5 years and then adjusted to 4 % for the rest of the 30 years. This was with XXXX XXXX bank. Now, Keybank is trying to twist the wording of the contract to say it can not go any higher the 4 % per year. This is incorrect as it also says it can not go any lower than 4 %. The reason it's called an adjustable rate is because it adjusted from 2 to 4 %. I was told by the loan officer that it was going to stay at 4 % for the life of the loan. Now, Keybank is trying to raise my interest rate at a time when inflation is sky high. I called them on XXXX and they weren't budging. I really need your help.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: My Wife and I have a joint savings account through KeyBank ( XXXX, NY branch ) and decided to apply for a HELOC. From the first phone call we were given misleading information and also instructed things that were not correct or legal. My XXXX credit as well as mine had multiple hard inquiries, multiple accounts or reports created, told we still owed thing that had been paid off for 3 - 5 years and cleaned up when we applied for our house in XXXX. KeyBank some how put something from my XXXX credit report ( before we were even together and was paid off ) on my credit report then demanded I prove to them it wasnt mine and/ or it was paid off. I had XXXX admit in person, in front of customers and co-workers, that she lied to us multiple times about multiple things. We have gotten absolutely nowhere with XXXX, XXXX, or XXXX at their Customer Relations phone number XXXX. This is an absolute mishandling of our hard earned credit bye an establishment deemed a credit / financial specialist. Now today we were contacted saying that messed up the dates on our HELOC paperwork and my Wife and I both have to leave work again to go re-sign due to yet another one or their negligent practices. Some sort of justice must be served in this matter. Thank you, XXXX XXXX.
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: IMA VICTIM OF IDENTITY THEFT!!!
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Back in XX/XX/2023 I tried depositing {$1300.00} into the ATM after work because the bank was closed. I forgot to grab my debit card and the next morning I got my card back, but no money got deposited. The bank said that their ATM didn't have an outstanding balance. They said they would put a ticket in for the cameras and that never got checked. Now they have closed my account with a negative balance and I can't open a new account anywhere.
Company Response:
State: WA
Zip: 98203
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: XX/XX/2023 Went into a KeyBank location at XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX I do not have a checking or savings account with KeyBank, but my work uses this branch and their website states " Non-clients can cash certain types of checks at any of our XXXX branches. Types of checks we can cash. For people without a KeyBank deposit relationship can quickly and securely cash checks drawn on KeyBank accounts, as long as the check is for less than {$5000.00}. '' I have previously cashed checks here without incident. The check I intended to cash was {$2700.00}. I was informed that I can not cash the check since it exceeds {$2500.00}. I informed them what their corporate website says, and that CFPB states on their website " If you are at a bank or credit union where the check is from and you show the identification they require, the bank or XXXX XXXX must cash the check if there is enough money in the account on which the check is written. '' I had previously been required to show two forms of ID ( drivers license and debit card ) to cash the check, and had done so. I asked the employee who I was speaking with if KeyBank corporate website was wrong, or if CFPB was wrong and he wouldn't give me a straight answer.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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/2023 at XXXX XXXX located on XXXX XXXX and XXXX XXXX in XXXX, Ohio. I used my KeyBank credit card to make the purchase. When I attempted to use the gift card to purchase materials on XX/XX/2023, the Card # and Pin # on the back of the XXXX 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 XXXX # and Pin #, they indicated they were unable to do so. I then proceeded to a Customer Service representative and XXXX in another part of the XXXX XXXX location on XXXX XXXX in XXXX, Ohio. The customer service representative and XXXX 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 XXXX take up to XXXX 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/2023 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. Please advise as to further guidance and direction. I appreciate your assistance.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A