Date Received: 2023-04-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to report an issue with KeyBank, which has frozen all of my accounts, online banking, and credit and debit cards over a legitimate check that was posted on XX/XX/XXXX. My name is XXXX XXXX and I have been a loyal customer of KeyBank for many years. I am extremely frustrated by the situation I am currently facing. On XX/XX/XXXX, I deposited a check into my KeyBank account. The check was legitimate and was for a considerable amount of money from my insurance company. However, when I attempted to access my account online a few days later, I found that all of my accounts had been frozen. I was unable to use my credit or debit cards, and I could not even access my account to see what was going on. I immediately called KeyBank customer service to find out what was going on. After several transfers and long waits on hold, I was finally informed that my account had been frozen because of a security issue related to the check I deposited. The bank claimed that they needed to verify the legitimacy of the check before they could release any of my funds. I provided KeyBank with all of the necessary documentation to prove that the check was legitimate, However, despite my best efforts, my accounts remain frozen and I am unable to access my funds. This situation has caused me a great deal of stress and financial hardship. I rely on my KeyBank accounts to pay my bills and support my family, and I am now unable to do so. I feel that KeyBank 's actions are unfair and unjustified, and I am seeking your assistance in resolving this issue. I kindly request that you investigate this matter and take appropriate action to help me regain access to my accounts and funds. I would also appreciate it if you could ensure that KeyBank does not take similar actions against other customers in the future without proper cause. Thank you for your attention to this matter. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 12065
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX my checking account was charged {$280.00} by XXXX XXXX XXXX in reference to some business setup services, I ended up canceling the service and was never given a refund. I ended up disputing the charge through KeyBank around XX/XX/XXXX, they credited my account the {$280.00} during their investigation. Then on XX/XX/XXXX, KeyBank reversed the credit and alleged that I had called in and canceled the dispute - I didn't. I had the dispute reopened at this point, they never credited my account and then turned the dispute over to their fraud unit??? Never heard anything for months, then I receive a letter in the mail recently which gave no reason for the final resolution not in my favor. Pretty sure it is fraud for a bank to close a dispute for no reason twice!!! I should be able to return a product without being accused of fraud Keybank!
Company Response:
State: WA
Zip: 98258
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XXXX uses KeyBank for business banking. XXXX has multiple services through them including positive pay -- which gives the company ability to upload checks so vendor name and amounts can be checked before cleared to prevent fraud. XX/XX/XXXX dropped off a batch of checks to vendors at the US Postal office located in XXXX, Ohio. The batch of checks were stolen and two were altered. The alteration included changing the physical check and vendor that it was issued to. XX/XX/XXXX two checks cleared bank with the altered information totaling {$44000.00}. XX/XX/XXXX Vendor check was issued to called and inquired about where payment was? This cued XXXX that checks were altered. XX/XX/XXXX Police report made XX/XX/XXXX XXXX affidavits were submitted to KeyBank to report the fraud loss to XXXX XXXX and XXXX XXXX with KeyBank. The affidavits included copies of the original checks and the copies of the fraudulent checks. XX/XX/XXXX, XXXX followed up to request update. At that time, XXXX was informed that there was no record of a fraudulent claim for these checks. XXXX was then promised by XXXX XXXX that a case would be opened to start investigation. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX for update with no response. XX/XX/XXXX emailed XXXX XXXX with no response. XX/XX/XXXX emailed XXXX XXXX to inform them XXXX would file a complaint and take legal action since no action was being taken. XX/XX/XXXX Called XXXX XXXX and was informed case was being escalated. XX/XX/XXXX Received phone call from XXXX with Keybank requesting all the information be emailed to her for escalation process to start. XX/XX/XXXX All information was sent to new point of contact. XX/XX/XXXX emailed for update with no response. XX/XX/XXXX emailed for update with no response XX/XX/XXXX emailed for update with no response XX/XX/XXXX phone call to customer service and they stated XXXX was not able to take our call. XX/XX/XXXX Keybank is still refusing to communicate with XXXX on this issue.
Company Response:
State: OH
Zip: 45459
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an issue that I have been trying to resolve since XXXX of XXXX. The issue has been escalated to KeyBank 's executive complaints department and I have yet to hear back from anyone at KeyBank. Key Bank has been charging us the wrong interest rate for over 11 years for two lines of credit on a home that we sold in XXXX by altering the original home equity lines of credit from XXXX Here is the issue : In XXXX we contacted our local Key Bank branch manager from the XXXX XXXX location in XXXX Ohio to speak to him concerning the fact that we needed to move closer to my job and that we had two home equity lines of credit tied to our home. We wanted to know if we could do it since from the time of the XXXX collapse, we had lost value and what we could sell for wouldnt cover the entire amount owed. He advised us that because of our excellent credit, he would accept a short sale and the remaining amounts from the lines of credit could be converted to two personal loans. One account would be a 10-year note with a fixed rate of 3.14 % and the other would be a 20-year note with a fixed rate of 2.14 %. He said the best thing about doing it this way was that as time went on our payment would be less due to us paying the balance down. We decided that instead of walking away from our obligation as so many others had due to the financial crisis, we would continue to pay the personal notes. I noticed in XXXX of XXXX that our payments were going up instead of down. I spoke to XXXX on XX/XX/XXXX and was told that Key Bank has been charging us a variable rate of 5-6 % over the last 11 years pursuant to our original line of credit loans that were tied to the home that we had sold in XXXX. I was also told that someone had gone into the original lines of credit from XXXX and unchecked the collateral box so that is how the payments never stopped on the original loans. There is no signed documentation by us that we accepted for Key Bank to do this in XXXX when we sold the house. The original lines of credit should have been closed and new paperwork signed in XXXX. We signed the two personal line loans at the branch on XXXX XXXX in XXXX, Ohio in XXXX. To date this is what I have done to try and get this corrected with KeyBank : On XX/XX/XXXX called the loan department someone was supposed to call me back, never did On XX/XX/XXXX spoke to XXXX, she was going to research and get back to me, never did XX/XX/XXXX sent a certified return receipt requested letter to Key Bank Loan Client Services Loan Disputes, never heard back XX/XX/XXXX called and spoke to XXXX in Loan disputes and he confirmed receipt of the letter. He stated that someone had been assigned the case and it was still being reviewed. I never heard from anyone. XX/XX/XXXX called and spoke to XXXX and he transferred me to XXXX in Loss Mitigation. She was going to look into the issue and call me back. XX/XX/XXXX called XXXX and she was still working on it. She submitted it to the executive review team, and she said someone would follow up with me by XXXX. XX/XX/XXXX I called again to reach someone in your executive review team and spoke to XXXX. She said that she would send it up to the mortgage department for review and that she would call me back by XX/XX/XXXX, I have never heard back from her to date. I left messages for XXXX on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX I sent an email to, XXXX XXXX, CEO of KeyBank explaining the situation and that I had not heard back from XXXX who reports directly to him. I sent emails on XX/XX/XXXX, XX/XX/XXXX and again today asking for his assistance. I have never gotten a response. KeyBank has been over-charging us for the past 11 years for both loans and we are owed the difference in interest for one of the loans over the last 11 years and payments and interest for the loan that should have paid off in XXXX. In the meantime, our credit is being affected by this error on KeyBanks part and I want it resolved as soon as possible. Key Bank has altered our two signed original lines of credit loans from XXXX to continue to collect payments on a home that was sold in XXXX.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am a current key bank customer, I have a checking account and a line of credit. I received a promotional offer to open a savings Account and proceeded to do so this Sunday XX/XX/23 via online banking and initiated a {$15.00} transfer to the Account. I then later tried to login to the Account and received an error advising to call in as my online banking was locked. I called in today to access my account and verified over the phone with a representative. I was told there was a problem with the savings account and fraud was reviewing, I then questioned why I couldnt access my entire online banking profile due to a new account I applied and was approved for using the same information on my profile. I then was advised in order to rectify I need to visit a local branch, I advised that is not possible as I live in Massachusetts and there is no branches around me. The representative said that was the only option which I replied if the issue is with this new savings account then they can close the Account. The representative stated the only way to fix again was to go to a branch, I am requesting a complaint filed. From what I can tell is KeyBank intentionally placed a hold on my accessing all of the accounts in my name simply because I opened an account online and the store they assigned the state to us different from the one I reside in.
Company Response:
State: MA
Zip: 02453
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: XX/XX/XXXX XXXX Robocall from XXXX XXXX XXXX threats of legal action sheriffs office and other more ominous action I called number back to inquire what on earth as to best of my knowledge i have no legal issues Person answering identified themselves as a debt collector XXXX (? ) made reference to an old Key bank account closed in XXXX in XXXX or XXXX i informed them that i was on the National Do Not Call Registry and that the debt in question was over 15 years old and well outside any collectible statute and hung up. I am currently living in XXXX statute for unsecured debt is 5 years in XXXXXXXX and XXXX in XXXX XX/XX/XXXX XXXX XXXX Robocall again making ominous threats about a sheriff office complaint and legal action from XXXX XXXX XXXX robocall provided XXXX XXXX XXXX as call back # again person claiming XXXX be from collector XXXX (? ) i again informed them that i am on the National Do Not Call list and that the bank account was closed back in XXXX or XXXX and was well outside any statute of limitations and to conduct themselves accordingly. I have reported to the matter to the Florida Attorney General hotline and additionally will be also to the Office of Financial Regulation I had blocked both # s but have put them on caller id and will be saving any further attempts to contact me and hopefully will be able to save the threatening recordings
Company Response:
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I am writing to express my disappointment and frustration regarding the recent promotion that KeyBank advertised. In particular, I am referring to the XXXX XXXX XXXX, which offered a {$200.00} reward for opening a new checking account and fulfilling certain conditions. I opened a new checking account on XX/XX/2023, and have made direct deposits totaling at least {$1000.00} by XX/XX/2023, well before the deadline. I fulfilled all the conditions of the promotion and was expecting to receive the {$200.00} reward within 60 days, as stated in the terms and conditions of the promotion. However, despite fulfilling all the conditions of the promotion, I have not received the {$200.00} reward that was promised to me. I have contacted KeyBank customer service four times, and have been told that I should have received the reward on time. The customer representatives promised me that they would follow up on my case, but I have not received any updates or communications from KeyBank regarding this matter. This delay is unacceptable, and I am not only asking for the {$200.00} reward, but I would also like to sue KeyBank for a {$100.00} penalty for each day that they have delayed in depositing the reward. I feel that KeyBank has breached its contract with me and has failed to fulfill its obligation to provide the reward. I urge KeyBank to take immediate action to rectify this situation and to credit the {$200.00} reward to my account without further delay. I also request that KeyBank compensate me for the inconvenience and frustration caused by this delay.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: KeyBank fraud department who is investigating a fraudulent transaction from a XXXX is in cahoots with XXXX company to defraud my account. I reported information that a XXXX lied and said I got a key cut for {$120.00} and also got a key prog ( programmed ) for {$47.00} in XXXX of 2023. I did get a key cut for my car but I did not get my key programmed because my key had no inside electronics in it to be programmed. The key I bought from XXXX has the evidence in record that also shows me paying for 2 more keys from XXXX that could be programmed. KeyBank fraud dept is unwilling to admit KeyBank f fraud dept looked at my receipt and assumed the deduction of {$160.00} was legitimate. But laws in Ohio and in the United States require that all evidence in records questioned should be considered with transparency and accountability to prove something occurred. I told KeyBank fraud dept in my words that someone at KeyBank fraud doesnt know Ohio consumers laws on bait and switch which is exactly what happened in my case. I stated the company ( XXXX ) stated {$120.00} for key made and intentionally excluded cost of programming key and the XXXX at my place then tells customer he wont charge for program of key but has customer swipe card and sign for key made but pad does not show the higher amount customer is being swindled out of. The XXXX actually told me he would not charge me for program but did anyway and on top of this the XXXX has no evidence in record he programmed my key but charged me for something he had no way of doing whike key fraud department sided with XXXX just because me signed for something I didnt know I was being charged for, after I received receipt of {$160.00}, I trusted that XXXX charged me only {$120.00} so I folded my receipt, went in my apartment and then looked at receipt amount and looked to contest overcharge but when I came out to look for XXXX, he was gone. I immediately called KeyBank to dispute amount but keyfraud dept know an admission on their part could yield civil charges against key fraud dept which I will pursue within statutes of limitations should key fraud dept deny me compensation for violating my civil rights. I believe {$2000.00} is reasonable amount of small claims court settlement which Im asking in this complaint to avoid court.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Yesterday XX/XX/2023 I registered a checking account from the keybank website and did a required opening deposit of {$10.00}. Then this morning when I got home from work and tried to log in to my account, I received " Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXX. '' Then I tried to call the customer service number and they said either I go to the branch email to submit the required verification documents. I said that it is inconvenient for me to go to your branch because there is only one key bank in the whole New York and it is extremally far away from me. In addition, I XXXX XXXX XXXX XXXX XXXX XXXX so I have no time or chance to go there. So I chose to submit the documents they needed in the form of Email, and then the customer service told me to hold for a while, after she came back and said no, I had to go to their branch. I said that I will close my account directly, I dont want it anymore, and I dont want to go so far, they said that whether you want to close or unlock the account, I have to go to their branch. I XXXX it and found that many people like me opened their account on the first day and were locked on the second day and asked to go to a branch far away.
Company Response:
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am writing because Key Bank Servicing Center wrongly denied my fraud claim in part and refuses to issue a credit to me even though they have indicated that they believe there was fraud. The reason they informed me that they will not reimburse me for certain fraudulent transactions was because they can not identify the vendor and do not have a way to recover the funds. Exactly, because it was fraud. I would like to first inform you that I authorize anyone to XXXX XXXX, XXXX, about this matter as I am in college and not able to discuss this matter at times. We both can be reached at XXXX. I was issued a debit card with Key Bank sometime in XXXX for unemployment funds. When I first was issued the card I was able to go to Key Bank and withdraw monies. However, I left much of the funds in the bank and was planning to use it for a down payment in a car. The last time I used my card was in XXXX of XXXX for a repair on my old car. The card was in my possession at all times. On or about XX/XX/XXXX I first noticed there had been fraud on my account which reduced my balance to approximately {$20.00}, instead of the approximately {$3200.00} I should have had on the card. Initially, I went to my local Key Bank branch to report the fraud, and to my surprise, they were not authorized and could not see my account activity. I then made several calls to the customer service department and the dispute department on XX/XX/XXXX through XX/XX/XXXX reporting the fraud and requesting that a fraud dispute be made. Each time I made a call, I was placed on hold for over one hour and then told that either customer service or dispute department hours were over, they were closed, and I had to call back the next day. Eventually, after much time wasted and XXXX about the fraudulent transactions, I was able to file the dispute. I can prove this with my phone records. As I indicated, I had been saving the money on the card for over two years to use as a down payment for a used car I was going to purchase. When I went to purchase the car on XX/XX/XXXX, there was only approximately {$20.00} in the account instead of the approximately {$3200.00} that should have been available. I had not used the card in almost two years, except for payment to repair my old car in XXXX of XXXX. The card was safely placed in my dresser drawer and never once left there until I wanted to use it in XXXX of XXXX to purchase the used car. Instead, I had to borrow money to purchase the car at a high interest rate. I received a multitude of letters from Key Bank Cardholder Services, in relation to the disputed transactions, dating from XX/XX/XXXX to XX/XX/XXXX. Some of the transactions were reversed and I received a credit in the amount of approximately {$1800.00} and some were denied in the amount of approximately {$1300.00}. Each denial letter I received stated you have the right to request the documentation we relied on in making our decision to deny your claim. Please contact our Customer Service Department at the above number to request the documentation or with any questions related to this matter. Well, that is exactly what I did over a five-week period beginning first week of XX/XX/XXXX. Each time I called, and I made several calls a week, I was told the same thing by Customer Service, We have no way to see the dispute and do not know what you are talking about when you say that the letter says you should contact customer service for the documentation that was relied upon to deny your dispute. We have no documentation, you must speak to dispute department. Each time I called customer service, it again took over one hour to reach someone, only to be told to call disputes. When I called the dispute department, I was again put on hold for more than an hour and told We do not have any documentation regarding what we relied on to deny your dispute. Once a claim is denied, it is denied, there is no way to appeal it, contact customer service, we do not know what you are talking about. This back and forth went on for these five weeks. On three or four occasions, a request for a Team Lead was put in to escalate my inquiry and resolve the issue of the documentation used to deny my disputes. I was only contacted twice and each time the Team Lead sent an escalated email to the dispute department requesting they investigate my inquiry. No one ever called me from the dispute department. As you can imagine, I was super frustrated at this point and the fact that it took over an hour each time I called to reach someone was totally unfair. Finally, in the beginning of XX/XX/XXXX, after again calling customer service and again being referred to a supervisor, I received some useful information. I was told to write a letter and my dispute would be reopened. I also learned that the Attorney General could be helpful since the money on the card was government issued funds. I filed a claim with the Attorney General but they referred it somewhere else and no one has contacted me. As I have said, my goal is to have the disputed fraudulent transaction which were denied for reimbursement be credited to my account as there was clear fraud for the reasons I will state below. I will be uploading the denial letters and my letter to Key Bank with this submission. If you look at the denial letters, most of the disputed transactions which I was denied credit for were XXXX related and used names related to established vendors, but were spelled incorrectly, which is a common way that fraud occurs. For example, on XX/XX/XXXX and XX/XX/XXXX, charges for {$35.00} and {$12.00} were authorized and the vendor was XXXX * XXXX, instead of XXXX. Other common misspellings of these transactions include, XXXX, XXXX XXXX ( what is that? ), *XXXX XXXX*XXXX XXXX again? ), *XXXX (? ), *XXXX XXXX (? ), *XXXX (? ), *XXXX, XXXX (? ), and XXXX XXXX XXXX XXXX (? ). What do some of the names even mean? It is obvious that fraud occurred because there are so many vendor names that are not even recognizable and misspelling and * is used as a common way to not be detected as a fraudulent transaction. I have attached the denial letter for over sixteen transactions in which my disputes were denied. Many of them were from XXXX of XXXX and many of them use * in the name of the vendor which as I mentioned above, is a way to conceal the fraud because the vendor names are recognizable and no one pays attention to the name deviations. Therefore, it is impossible for there to be documentation relating to the transactions which was relied on by Key Bank in denying my disputes because they are clear fraud. I tried to tell the dispute department this, but no one wanted to listen, and they told me basically too bad. After a multitude of hours being spent trying to explain this to Key Bank, writing a letter to have my claim reopened as they indicated, I was told today, XX/XX/XXXX, by a supervisor, that they can not reimburse me for the disputed transactions because they have no way of charging back the funds. I would also like to point out that I sent the letter to re-open my dispute 2 times, because after my first submission on XX/XX/XXXX, I called to follow up and they never received it ( there is a fax confirmation they did ). Then, I called after I submitted the letter again on XX/XX/XXXX, and was told they had 30 days to look into it. No one ever called me or wrote to me in response to my letter. I had to call after the 30 days and was told by dispute department that my claim was reopened and then closed again but they could not tell me when and just repeated the original denial reasoning ( I waited too long to dispute transactions, they could not verify them, I never checked the balance ). I asked for a dispute supervisor to call me back and they did not. My last call was today, XX/XX/XXXX, and I was told by a supervisor that hey are standing by their denial of almost {$1300.00} of my funds because they have no way of charging back to the funds to Key Bank. Again, this is because of fraud while my money was in their care. Thank you for your attention to this matter. I look forward to hearing from you and resolving this issue without further delay.
Company Response:
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A