Date Received: 2023-06-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received a letter back from CFBP today. Saying you heard from Key Bank and that they told you they are working on the issue. No they are not, I have gotten the same response from them for the last 3 months. So now I have to wait another 60 days for Key Bank to do nothing again.
Company Response:
State: OR
Zip: 97080
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Hi the account was closed out XX/XX/XXXX but now I field a dispute because I'm a XXXX XXXX order ca n't drive there and there saying I stop into the branch on XX/XX/XXXX to close it out in my own hands I ca n't drive so I want a answer and th branch manager retired XXXX XXXX and I'm trying to get a account open for my ssi payments there for government funds for direct deposit
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX years ago I took my Grandson into XXXX XXXX in XXXX XXXX to open a savings account with his graduation money. I asked if they charged a monthly fee and was told no if I kept at least {$300.00} in my account. The name was open in XXXX 's name and I was also on account. We deposited {$1800.00} in XX/XX/XXXX and left it in until XXXX XXXX. When we went to withdraw the money, it was only {$1700.00}. When I asked why, I was told there had been a $ 4 monthly fee charged to the account. I told them that was not what I was told. The man said he had to get ok from bank XXXX to refund the {$72.00} in fees. After a week, I was told they would not refund the fees. They gave me phone number for XXXX customer resolution person. I called and explained situation. I was told they would get back with me. After almost 4 months of trying to talk to person who was handling my case, she finally called and told me XXXX XXXX bank was not willing to refund my money, so case was closed. The only paperwork we received when opening account was paper showing how much we were depositing. The whole time we had the account, we never received a statement. They said they had mailed them to us, but we never received anything. The only correspondence we ever received from XXXX XXXX, was XXXX in which they inquired if our account was still active and if so, we had to sign and return the letter, which we did. I would never have put my Grandson 's graduation gift money into an account that charged a fee. The lady that opened this account has since retired, but I was told by bank employee that they have had other problems with accounts she opened.
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I received a solicitation in the mail and online stating I was approved for personal loan. I went to the bank to apply and after a few days I was declined. I would have never applied had I not been told I was already approved
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: OXX/XX/XXXX, my wife and I applied for conditional mortgage approval for a XXXX mortgage. We had evaluated three companies ( and several others in less depth ) and ultimately selected KeyBank ( Keybank National Association, XXXX XXXX XXXX, XX/XX/XXXX on letterhead ). At the time of our application, the Keybank interest rates were competitive with the market rate of other lenders. We were quoted, at that time, a rate of 6.375 %. Our home is a new build that will not close until the fall, and we applied for the conditional approval knowing that the rate would float. The conditional application fee was {$500.00}. XXXX Our mortgage loan officer is XXXX XXXX of XXXX Colorado. She was a pleasure to work with. I contacted XXXX on XX/XX/2023 to inquire as to current rates at that time. She eventually responded on XX/XX/XXXX and asked to set up a phone call. We spoke by phone on XX/XX/. At that time, she informed me that Keybank was not closing its XXXX loan program but decided ( for what I presume are liquidity reasons ) to substantially raise market rates above typical market rates at the time. This made the loan and lender substantially less appealing, as the new rate would be at least 7.5 %, substantially above the typical market rate and other lenders we had followed up with. She indicated that she knew that this was disappointing and understood that we would likely not pursue this loan. She indicated that she could inquire as to whether our {$500.00} fee could be refunded. XXXX On XX/XX/XXXX, I emailed XXXX know that we were indeed proceeding with another lender given the change in Keybanks interest rates. I requested that we be refunded the {$500.00}, as our change was a result in their dramatic raising of the interest rate on the part of Keybank. XXXX On XX/XX/XXXX, XXXX emailed me that the {$500.00} would not be refunded. She indicated that her management would not refund the fee unless we fell out of contract due to appraisal, inspection, or lack of qualification for the loan. I emailed her back that day ( XX/XX/XXXX ) to express my concern that the interaction with Keybank, intentional or not, felt like a misleading sales tactic or so-called bait and switch. I had paid {$500.00} with the understanding that their rates were in keeping with the market rate and competitive with other lenders. After I gave them the money, they dramatically raised the rate above typical market. XXXX On XX/XX/XXXX, I received a letter from Keybank that I had requested to withdraw the loan application and that the loan application was cancelled. XXXX On XX/XX/XXXX, I followed up by email with XXXX, as I had not heard a response. On XX/XX/XXXX, she contacted me that the refund was again declined, as Keybank maintains the right to change pricing at any moment when a rate floats. She indicated that her manager involved was XXXX XXXX ( Colorado Home Lending Market Leader for Keybank ) and that he had also contacted other higher management not otherwise specified. XXXX To recap, my concern is that this interaction was effectively a misleading sales tactic or bait and switch. I applied for conditional approval with Keybank due to a good working relationship with XXXX and because their rates offered were in keeping with other lenders. After taking my {$500.00}, Keybank decided to raise its XXXX mortgage loan rates to be substantially above that of other lenders. Their refusal to remedy the situation is ethically disappointing and challenging to understand from a public relations perspective. To remedy the situation, I would like my money to be refunded.
Company Response:
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My business partner received a text from " Key Bank '' asking if we authorized a XXXX payment to XXXX XXXX for {$460.00}. He responded No and then they called him. He referred them to me because I handle all the banking and accounting. They called immediately and said they need to verify this transaction and need to collect some information in order to stop it. They asked for my EIN. I told them I didn't have it and to call me back after XXXX. They called a couple of minutes before XXXX. I gave them the EIN. I questioned them about Business accounts not being able to use XXXX. The scammer said it was from a XXXX app. I didn't know if there was or wasn't an app. They then asked me for my online user ID. They had a security code sent to my phone via text. Again I questioned them needing that code because it says to do not give out. They justified the reason for needing it. He then asked me to verify my home address. That's when I hung up on him and called the real Key bank. The phone number they called from is the Key bank fraud department number. While I was on the phone with the real fraud department they immediately froze 4 of our 6 accounts. Right when I called them I saw 3 of our account being wiped out and transferred into an account setup for ACH withdrawals. She also locked my online Id and told me to go into the branch and set up a new online id. I did so as soon as i hung up with her. When I reached the branch the banker wasn't able to set up the new online id and was in contact with the fraud department because now there were 4 {$25000.00} withdrawals. they were trying to stop the transactions. I thought they did. They returned $ XXXX and $ XXXX the next day. a couple of days later they took back the $ XXXX leaving that account negative over $ XXXX. When I asked the branch why they did this she couldn't give me the reason. The fraud department would not give me any information. They would just tell me its under investigation and to talk to the branch. I have a call record of when I called the branch and the fraud department. After a couple of weeks the branch told me I was not allowed to transfer any money and I had no access to it. The fraud department told me that was not true and to go to a different branch. I did and it was no problem to transfer our money. Two weeks later I log into my accounts and see the money was transferred into the negative account to make it a zero balance. When I called the branch manager he informed me the investigation concluded i gave out too much information and they were not able to retrieve the $ XXXX so I lost the money. No one called to tell me this was happening or the end results or even any of their findings. The investigation lasted a few days shy of a month. I have not received any letter from Key Bank explaining their decision. The branch manager told me to file an insurance claim. they also were closing all my accounts and I was no longer a client. The account went to XXXX on XX/XX/XXXX. I filed a police report that day. The next day XX/XX/XXXX I filed a complaint with the FBI. I have a case number from Key Bank. They have not been forth coming with information at all. I did tell the banker on the day this happened that I had charges from XXXX for {$.00} and for {$0.00}. I didn't know where those were coming from but it had for a few months in a row. I have no idea if this was apart of the investigation or not.
Company Response:
State: IN
Zip: 46201
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My name is XXXX XXXX. XXXX and I live in XXXX North Carolina. On the XXXX of XX/XX/2023 I sent a mobile check deposit to XXXX XXXX in Connecticut the amount was for XXXX the check was from a settlement I was awarded from a suit I won but I am not able to say who the check was sent by due to the agreement that was part of the suit the check was from New York the account was from KeyBank which is a owner of XXXX. On the XXXX of XX/XX/2023 the bank placed my funds in my brand new savings account but when I went to withdraw some of my funds the bank would not let me and said the account was under review. I called numerous times trying to figure out what was the problem and on the XXXX of XX/XX/2023 I talked to someone on a recorded line that said that XXXX XXXX would allow me XXXX to be wired by XXXXXXXX XXXX to an external account that I had linked to my XXXX savings account on the XXXX of XX/XX/2023. When I called to see why the funds were not wired to me I was told that they were now not going to wire me the XXXX that whoever it was I talked to should of never told me that this also on a recorded line that the bank has. So on the XXXX of XX/XX/2023 I tried to wire myself some of my money that is in my savings account and I was denied and XXXX locked m out of my account not froze my account just locked me out so I could not use their website or app. I called XXXX several times today, XXXX of XX/XX/2023 and they needed proof of address and a copy of my driver 's licenses which I sent to them immediately and called the bank to make sure they received the documents they asked for why didn't they want those documents before even opening my account I'm not sure but it seems that if they needed them that bad they should of asked before even opening my account and accepting my check. I finally told them I wanted to close my account and they could wire me my money by XXXX of the external accounts linked to my XXXX savings account and they told me no that I was locked out of my account because it was under review and until they seen fit they were not going to close my account or give me access to my funds which again is XXXX. I hope someone can help me out here how can they just hold my money and tell me I can not close my account? Thank you for your help in this matter
Company Response:
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX I deposited a {$20000.00} check via the mobile app XX/XX/XXXX I was locked out of the mobile app and online banking and advised to call. After Calling I was advised to go in and verify my identity. XX/XX/XXXX I went in and was told to come back when the head banker was in. I came back and was intercepted by a manager who told me there was nothing she could do and asked why I chose this location and that they've experienced a lot of fraud. I was told sometimes deposits can take longer and she didn't have a time period. * XX/XX/XXXX I called in to the customer service number and was told that there was a note put on the account on XXXX XXXX to just to verify my identity and I should all set. XX/XX/XXXX I called in talked to XXXX ; he said it was nothing he could do as it was near XXXX but he would help me first thing in the morning. XX/XX/XXXX I called and talked to XXXX again, he was really apologetic and said because the fraud department was closed, he couldn't do anything today but on Monday would get things sorted out. XX/XX/XXXX I talked to XXXX again. He talked to the fraud department yet they wouldn't give him any recourse on how to resolve the issue. Said they were really afraid of a charge back and that no one opens an account and cashes a {$20000.00} check. They asked what the check was for and how did I know the person who wrote it. They would not release the hold XX/XX/XXXX I called customer service again, who contacted fraud, and they said it could take up to XXXX business days. Because it was the XXXX day, they said to contact them on the next day as the time period would be over. XX/XX/XXXX Contacted customer service and was told to have the branch contact corporate investigations XX/XX/XXXX I contacted XXXX at the Bank and his system was down and he tried the fraud department again yet they wouldn't help. They kept asking for a stub. He said they wouldn't give him a recourse and that he had to come up with one. He suggested sending a letter from the sending bank on bank letterhead stating that the check was written to me suffice as proof. XX/XX/XXXX I contacted customer service again to retrieve the following information : corporate investigations : XXXX case : XXXX corporate fax line : XXXX I've sent over information that verifies that the writer of the check and I know each other. I writer of the check sent me the posted checks that were scanned in by the bank and the date that the check posted which was XX/XX/XXXX. With all of this evidence their only response is no one deposits a check for XXXX when opening an account. Because customer service said there was a note put on the account on XXXX to just verify my identity yet on XXXX when i went in there was no mention of that, instead I was told that there was nothing they could do. The branch or regional manager didn't look at the account she asked why did I come there. I'm a XXXX XXXX, in a town with less than 1 % XXXX. They verified the check with the writer of the check several weeks ago. Even after the writer of the check verified that she did write it. She still asked questions about our relationship and why would she give me the money. Over a month ago they verified the check, here is the transcript of the voicemail that the check writer received : " Hi this message is for you and XXXX if you could please give me a call back at your earliest convenience my name is XXXX XXXX and I'm calling from KeyBank in XXXX New York regarding a check that was drawn out of your account if you could please give me a call back I need to verify that this is him something that you issued him this is the second message that I've left for you and it's really important that you give me a call my number is XXXX am I'm in eastern standard time and I will be here until XXXX o'clock today it's now XXXX o'clock thank you '' I received a letter in the mail apologizing I believe post dated XXXX when I called they still had the funds held. I've had over drafts, had to take out loans, will lose thousands of dollars as I can't perform a contract I had, I can't move forward with my plans to rent out my house because it's not renovated. My contractor is going out of the country, he has done multiple renovations for me, for a very inexpensive price. That can't be replaced. To get the same work done it would cost me between XXXX times that amount in labor cost. I've submitted a complaint the the comptroller of currency case # '' XXXX '' I've researched and it is common for banks to ignore federal regulations, I've found at least two TV news stories that have helped people get their money. I have seen reports ( exams ) of banks that have done this since XXXX. They are allowed to do it. I don't see any winning litigation. Only one case and they have lost. It appears it's very little consequence even if there is a penalty or damages for an individual. Even class action is limited. This is not only about the XXXX XXXX but due of care owed to me. It has been a month since they verified my check and they've had the money since XX/XX/XXXX and they feel no need to remedy the situation. My life, my business, is put on hold and they know they can do it and they don't care. I have been damaged greatly. My faith in the banking institution broken. An institution I'm forced to use if I want to buy a home ( 2 months seasoned money ) I'm forced to get direct deposit with my job. Yet there is so little care and adherence to regulation. I'm hurt and upset enough about me but really upset about people like the senior citizen in the XXXX XXXX story that was forced to eat mayo sandwiches for lack of money. I feel not only discriminated against but in the cross of regulations that I have to adhere to but they don't. https : //willfulsubversionoffederalregulationsbykeybank.com/ I stated my credit was going to drop because i had to use my credit card to pay property taxes. I emailed several people at key bank, made calls, no answers. I contacted XXXX, I contacted XXXX. I literally begged for help. I received one automated response from someone that wasn't available. I'm looking for other parties, it has been time consuming and hard, stressful and I really have no faith that I will be made whole. I've worked my whole life to get to this one point and it has been taken from me. While I may not win, I will continue to push and push because there has to be some equity. Someone has to fight.
Company Response:
State: CT
Zip: 06118
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XX/XX/2023 I went into Key Bank in XXXX, XXXX, to complete the sign on process. I was offered {$200.00} to switch my bank account. I was in a domestic XXXX situation and was in a safe house. The employee named XXXX assured me I would receive this sign on bonus if I switched my direct deposit. Before leaving XXXX to come to XXXX as my divorce was final and I was safe I stopped into this branch to make sure everything was still ok and I would receive this bonus. I have called customer service and the branch I signed up at. They say that they do not see the code and they are sorry. I told them this is fraud and I would proceed up the chain of command, so to speak.
Company Response:
State: MA
Zip: 01020
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a savings account with XXXX XXXX XXXX on or about XX/XX/23. I verified my external bank accounts through their micro deposit process on XX/XX/23 in order to deposit funds into my XXXX XXXX Savings account. On XX/XX/23, I deposited {$25000.00} from my verified, external bank accounts and my XXXX XXXX. account was subsequently " restricted. '' Essentially I was blocked from accessing my account/funds on the mobile app and website. Since then, I have called approximately 6-8 times and nobody can provide any information other then my account is " under review '' and initially I was told it could take up to 7-10 business days to resolve. It has now been 20 business days. After one of the phone calls, I was emailed on XX/XX/23 by XXXX XXXX, Member Advocate Team Leader, asking for my bank statements from my two external accounts. On XX/XX/23 I emailed her a copy of my bank statements. Since then I have sent a followup email every morning asking for an update on my account. No response to any of my emails.
Company Response:
State: PA
Zip: 17404
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A