Date Received: 2023-05-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Name : XXXX XXXX Address : XXXX XXXX XXXX XXXXXXXX XXXX Email Address : XXXX You are in Direct Violation Of The Fair Credit Reporting Act ( Account Name & Number # ), had the violated several of my rights. 15 U.S.C 1681 section 602 A. Clearly states that I have the right to privacy. 15 U.S.C 1681 section 604 A Section 2 : its also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C 1666B A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose. Remove these lates payment and update this account immediately as you are in direct violation of several law under the Fait Credit Reporting Act
Company Response:
State: PA
Zip: 15001
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a checking account over 1 year ago with KeyBank back in XXXX. They had a promo where Id get a bonus of {$100.00} if I met some requirements. I have met the requirements and received the {$100.00} bonus. However, they sent me a XXXX form for {$300.00} instead of the {$100.00} I received for the bonus. I contacted them and asked them to amend the XXXX form as the amount was incorrect. My first contact was on XX/XX/2023. I was told that they would amend the form and it should be available on their website in a couple of days. A few days went by and no form was loaded. In XXXX I contacted them again and this time was told they had to send the amended form by mail. Due to the tax deadline, I had to submitted my tax return in good faith that they were sending me the amended form. However, I still have not received the form. I contacted them again yesterday and this time they are telling me that because I also received a t-shirt as part of the bonus promotion, they are valuing the t-shirt at {$200.00}!!! I was never told that when I opened the account. I even checked my documents. I was also never even given a chance to pick a size for the T-shirt! I was sent a XL shirt with a KeyBank logo! They cant make up value like that and overvalue this at {$200.00}! A t-shirt I can not even wear! Are they crazy?! I believe this is misleading and tax fraud and Id like to either receive the {$200.00} bonus or receive an amended XXXX form as it was promised to me twice before they decided to make up this excuse. Id like to also receive a {$50.00} compensation for the time I had to take to follow up on their mistake. All my contacts were via online chat and I have the prints of all the conversations where I was told multiple times that I would receive an amended XXXX form. I am very disappointed at this bank, their lies and bad customer service!
Company Response:
State: HI
Zip: 96707
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I opened a Savings account with XXXXXXXX XXXX XXXX adding to the Checking account I have held with them since XXXX Without warning or clear explanation, my Savings account was locked and access to my funds restricted. Despite my proactive efforts to resolve this situation, including reaching out to customer service on XXXX the bank has failed to provide a valid reason for these actions. Instead, I was informed that the review process could extend to a period of between 15 to 30 business days. Additionally, I was told it could take up to 7 business days to receive a letter providing further information regarding the review of my account. This unexpected restriction has put me in a precarious financial position. The inability to access my own funds for such an extended period is disruptive to my financial planning. The limited information and inadequate assistance from the bank further exacerbate the situation. The timelines given for both the review process and subsequent communication appear excessively long, contributing to unnecessary hardship for me as a customer. I hereby request the intervention of the Consumer Financial Protection Bureau in this matter. I hope your involvement will expedite the review process and ensure that my rights as a consumer are upheld. I eagerly anticipate a swift and favorable resolution to this issue. My aim in submitting this complaint is not only to seek resolution for my situation but also to contribute to the prevention of similar incidents in the future. It is essential that our banking system operate in a manner that is customer-friendly, transparent, and fair. Thank you for your attention and support in this matter.
Company Response:
State: OR
Zip: 97213
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I wrote a check to pay my charge card bill to XXXX XXXX for {$1900.00} and mailed it in a U XXXX postbox on XX/XX/23. On XX/XX/23 I check my online checking account and noticed the check written to XXXX XXXX was altered to a different payee ( XXXX XXXX XXXX ) and was cashed. I then went to Key Bank to report what happened. The bank XXXX at that time told me he filed a fraud report, and a pending deposit would be made in my account for the total {$1900.00}, pending a fraud investigation. Once the fraud department determined this happen with no fault of mine, the amount would be returned in full to my account. A series of events have happened since which I can explain if needed. Finally on XX/XX/23 the bank XXXX called me and said XXXX is no longer taking any responsibility, and he misunderstood the companies policy on this type of fraud, that the check was cashed at a Bank XXXX XXXX, and if they will not make good on the total of check I am on my own to try and recoup my loss. The case number filed at Key Bank XXXX XXXX department is XXXX.
Company Response:
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Ok I'm not sure if it was key bank or XXXX XXXX XXXX but back when Covid the pendemic I had fail for unemployment and I was homeless so I rented hotel rooms and they was asking for a high amount of deposit for the room in case I smoked cigarettes or XXXX which I never did either one left the e room in the same way I got it and some deposit was XXXX some was XXXX but honestly I remember now it was KeyBank they honestly robbed me for 2000 of my cash cause all my deposits was supposed to clear but the date that they was cleared they never went back into my account I called KeyBank up and they told me that I had to open another bank account so I open XXXX XXXX XXXX because KeyBank told me that if I didn't that I'll lose my unemployment which they closed my account so any money that was supposed to clear and deposited they never came back into my account I called KeyBank and they kept telling me that the account was closed due to that my funds was supposedly sent back to nyc department of labor and honestly I'm very confused cause if I transferred my account to XXXX XXXX bank and honestly the fund never came back into the account honestly that was right at Al and would like to know how I can recover my funds
Company Response:
State: NY
Zip: 10451
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened this bank account with KeyBank in XX/XX/XXXX. I opened it with a reward code XXXX where I should get {$200.00} if make a direct deposit of {$500.00} within 60 days. I made a sufficient direct deposit almost immediately, but never received the account bonus promotion. These things sometimes take awhile to get paid out, and i had a baby around that time so I kind of forgot about it. I finally got around to call them the past week and had a whirlwind of reasons given why i never received it. I first talked to a customer service rep ( CSR ) who told me at first I did not receive the bonus because the promotion was not attached the account. I told them it was and gave the code that was used. She then told me it was because I had an account previously with him from like 5 years ago. I told her that the terms state I must not have had an account open within the XXXX previous months of the new account opening. She agreed but then said it was because my last account was closed on XX/XX/XXXX, and the new account ( with the bonus i'm trying to receive ) was opened on XX/XX/XXXX. I told her this is wrong because i closed that previous account on XX/XX/XXXX. I then asked to transfer to a supervisor. The supervisor told me that I did not get this because i opened the account within the 12 month period ( as detailed above ). I was adamant to him that I closed the previous account on XX/XX/XXXX ( I keep good records on this ). He then did some research and found out that I had a conversation with a KeyBank rep in XX/XX/XXXX and there was a close account request submitted at that time, but he was not sure what happened. So he agreed to submit a exception request for me. The ops person called me within a couple days about this exception request. After doing some research, he said I did not get the bonus because of my previous account was not closed until XX/XX/XXXX and because the direct deposit i received was likely not payroll ( reasoning was it said 'quickbooks ' ). I told him about my previous conversation with the supervisor on the account closure date, and then told him that i could show proof that the direct deposit was in fact payroll and my company uses quickbooks. He demurred and said he would call me back later after doing more research. I got a call the next day saying the reason I did not receive the bonus was because the code was not attached to my account at opening. I told that was wrong as it certainly was, I have the code used, and even on new promotions, the code is automatically attached. I'm fairly certain KeyBank was just thinking of all possible reasons to deny me my bonus. I hung up and told him I would file a CFPB complaint.
Company Response:
State: OR
Zip: 97224
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In early XX/XX/XXXX, I went to KeyBank at XXXX XXXX XXXX XXXX, XXXX, OH and applied for a home equity loan. The loan officer specifically stated that KeyBank would be in touch with me to request income verification. My wife and I received letters from KeyBank dated XX/XX/XXXX ; attachments. And I received a letter dated XX/XX/XXXX denying our application; attached. The denial letter listed 1 ) Bankruptcy and 2 ) Excessive Obligations in Relation to Income as the reasons for denial. 1 ) KEYBANK NEVER CONTACTED ME OR MY WIFE TO ASCERTAIN OUR INCOME 2 ) A few days after receiving the denial letter, I went to a different KeyBank branch from the one at XXXX XXXX XXXX XXXX and asked an officer there ( XXXX XXXX ) how long prior to an equity loan application would a Chapter XXXX Bankruptcy have to be discharged for it not to be an issue and she said that a Chapter XXXX would have to be discharged two years before the application. MY WIFE 'S CHAPTER XXXX WAS DISCHARGED ON XX/XX/XXXX ( attached ), WHICH IS ALMOST THREE AND A HALF YEARS BEFORE THE APPLICATION. Since BOTH of KeyBank 's reasons for denial are bogus, we believe that KeyBank denied our application on the basis of our ages. I was XXXX in XX/XX/XXXX and my wife was XXXX. And when I spoke with a KeyBank rep who called because on XX/XX/XXXX, I sent a letter to KeyBank, I asked how KeyBank obtained our income information, she just said " We have it ''. And when I once again asked from where was it obtained, she said again " We have it ''.
Company Response:
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: KeyBank told me they closed my checking account and safe deposit box. They apparently never actually closed my safe deposit box despite telling me so in writing. I am owed a prorated refund after the date of the stated closure. My checking account balance at KeyBank is {$0.00}. I never bounced a check, had a fraudulent transaction, or anything, yet they filed a report with XXXX XXXX XXXX claiming " checking account fraud. '' No reason for this has been given. I demand that KeyBank support this claim with evidence of promptly remove this inaccurate information from my report.
Company Response:
State: CA
Zip: 90266
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I opened an account with key bank & deposit a check for XXXX from XXXX XXXX the check set there for a week then on Friday morning it got locked due to illegal activity I went into the branch & spoke to XXXX XXXX he told me show Id I showed Id then told me to wait while they do the investigation then was told they needed ss card gave them that threw email on XX/XX/XXXX I came in again to fill out a paper to get a timing on the account being unlocked then was told to wait & that he would call me when this paper got approved since then Ive waited until XX/XX/XXXX still nothing I need my money to pay my bills
Company Response:
State: NY
Zip: 10305
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This complaint relates to a simple error committed by a merchant on XX/XX/XXXX in the amount of {$100.00}. On XX/XX/XXXX I entered an agreement with XXXX XXXX, and XXXX XXXX as their debt collector. The agreement contained a preauthorized electronic fund transfer agreement, and allowed for varying amounts. On the XXXX of each month XXXX was allowed to debit from my account {$21.00}, on the XXXX of each XXXX {$53.00} ( plus the normal monthly amount ), and a {$25.00} for NSF fees. The agreement, EFTA, and XXXX XXXX contain no authorization for XXXX to debit any amount, whether varying or otherwise, or in anyway relating to a failure to cancel any contract, on any date other than the XXXX of any particular month. Here, XXXX debited the monthly due, the yearly due, and the NSF fee ( a varying payment of {$100.00} ) on XX/XX/XXXX, rather than on XX/XX/XXXX ; constituting clear and convincing error. On XX/XX/XXXX I contacted Key Bank to dispute the transaction on the above grounds. Key immediately provisionally credited the amount in error, and began investigating. On or about XX/XX/XXXX Key finished its investigation, and planned to reverse the credit on XX/XX/XXXX, finding no error because, " Cancellation of services was not completed prior to the billing of the disputed transaction. '' However, Key did not properly notify me of the results of its investigation and the date it had scheduled to debit the provisional credit ; I had not received the letter until XX/XX/XXXX. On XX/XX/XXXX I called Key because the debit had seemed suspicious as it was not clearly labeled as a reversal. I requested an explanation of Key 's instigation and supporting documents. On XX/XX/XXXX, after having reviewed the explanation and the supporting documents I called Key to reassert the error ; this call lead to a showing of Key 's severe and systemic violation of the EFTA. After much back and forth the first employee ( XXXX ) informed me that there was a {$100.00} debit on XX/XX/XXXX ( the disputed transaction ) AND XX/XX/XXXX ( this debit did not appear on my periodic statement ). The XX/XX/XXXX debit was clearly what actually should have happened, a Preauthorized EFT in accordance with the agreement and EFTA ; rather than the XX/XX/XXXX which was clearly a merchant simply wanting to debit my account in a manner not agreed to in writing. XXXX had clearly realized this information was SUPPOSED to be hidden from me and claimed to have continuously keep " Checking This ''. After further back and forth I asked to speak to a manager. The Manager claimed the XX/XX/XXXX payment was in fact a Preauthorized EFT, and admitted there was a debit on XX/XX/XXXX and claimed it should be on my periodic statement ; I informed her I had taken a screenshot of my account and the debit most certainly was not on the statement. I quoted to 15 USC 1693f ( e ) ( 2 ) and asked her if Key Bank gives the benefit of the doubt to consumers or to merchants, and she stated merchants. Flabbergasted, I quoted numerous other portions of the contract, EFTA, Reg E, and the documents Key provided and utilized in its initial investigation. After nearly a 2 hour phone call the manager finally agreed that the transaction constituted an error, and that she would REQUEST that the investigation be reopen. After the manager found that an error occurred, Key was clearly required to credit my account the amount in error within 1 day ; rather, a letter was sent to me stating Key " received a request ... to reopen a previously denied claim ''. Now, 25 days after Key Bank found an error had in fact occurred, Key has yet to correct my account, whether provisionally or otherwise, or inform me that it has actually reopened and STARTED an investigation after my reassertion of error following review of the documents Key used to rely on to determine an error had not occurred. Key Bank 's violations of the EFTA/Reg E are clearly, at a minimum : failure to make an EFTA in a timely manner 15 USC 1693h ( a ) ( 1 ) ; failure to correct the error within one day after it determined an error occurred 15 USC 1693f ( b ) ; failure to provisionally recredit my account, make a good faith investigation, and did not have a reasonable basis for believing my account was not in error 15 USC 1693f ( e ) ( 1 ) ; knowingly and willfully concluding that my account was not in error when such conclusion could not reasonably have been drawn from the evidence available 15 USC 1693f ( e ) ( 2 ) ; an incorrect EFT from my account 15 USC 1693f ( f ) ( 2 ) ; the omission from a periodic statement of an EFT 15 USC 1693f ( f ) ( 3 ) ; my request for additional information 15 USC 1693f ( f ) ( 6 ) ; violations of Reg E 15 USC 1693f ( f ) ( 7 ) ; debiting a Preauthorized EFT on a different date than the one agreed to 12 CFR 1005.11 ( a ) ( vi ) ; failure to promptly investigate whether an error occurred, and complete its investigation in ten days due to its decision not to provisionally recredit my account 12 CFR 1005.11 ( c ) ; failure to notify me of the date the provisional credit would be debited prior to debiting it 12 CFR 1005.11 ( d ) ( 2 ). These violations may relate to its initial investigation or its ( non ) investigation following my reassertion after review of the documents used to rely on 12 CFR 1005.11 ( e ). The manager made clear that these violations are rooted in Key Bank policy and are standard practice at the institution.
Company Response:
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A