Date Received: 2024-01-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened an account with Laurelroad. I can not access my account online repeatedly. I can not reach Laurelroad.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This account was an overdraft protection account for years, what i wanted and requested, until they recently did away with it. I want to note that after they did away with it i was not able to overdraft the account via debit card or ATM which worked fine with me. In XX/XX/XXXX i received a text message that my email was changed in my online banking. I immediately logged in changed it back and changed my password then called KeyBank to inform them and ask if my account was safe, I was informed that as long as I changed my password I would be fine. Within the next couple days I got notifications of 2 mobile checks being deposited into my account. One for just over {$450.00} the other for over {$1000.00}. At the time I had less than {$5.00} in my account so I wasn't to worried about someone trying to get $ before the checks cleared, but I wasn't sure what was going on as I have NEVER deposited a check mobile I've always had direct deposit. So I logged into my online banking and went through every option in the drop down box where I saw there was a transfer account pending approval from Texas. I immediately called and was transferred to the fraud dept explaining what was going on and was told it was actually already flagged for fraud. I told them everything I knew and we shut down the account so nothing could be done on the account while they figured it out. I told them i was out of state dealing with family and they said when i got back to go into a local branch to get a new account and card. Having to shut the account was highly inconvenient being out of town and not able to have a bank account but not much i could do. On XX/XX/XXXX I went into the branch in XXXX, CO where i was informed the I had a negative balance of over {$470.00} on that account. I was livid. How can i be overdrawn on a shut down account that had fraud activity on it and was caught before anything was done. I sat there for 45 mins while phone calls were made to figure out where and who withdrew that money and how. They had no answers and needed to look into it further. So we opened a new account that day and I was given direct deposit info and a new debit card was ordered for that account. I was only able to come for a week. I had my daughter watching for the card witch never arrived. I refused to deposit money into an account I could not access without a card out of state. I had my daughter send all my mail where i had several statements from KeyBank and letters from the previous account stating i still owed it. I immediately got on the phone, recorded the whole call and talked to 4 different people only to be told i would have to go to a branch to talk to someone as my account had no notes on it since XXXX XXXX. Although they could see i was given a new acct on XX/XX/XXXX. Nobody can tell me how, when, where or who got the money out of my account after it was shut down and already reported for fraud. Why my debit card was never sent on the new account, but they were quick to open a new account and immediately give me a direct deposit form. Why is that? So as soon as funds hit my account you can withdraw it for the other account? I think not!!
Company Response:
State: CO
Zip: 80233
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Was notified on XX/XX/ that two checks of mine where cashed twice by a former employer I let my bank know they issued a restriction on my account. That restriction was taken off shortly after then put back on again. I have spoken with them everyday to find out why. The bank allowed the checks to be deposited twice and have since froze my account cause I let them know about it. It's a system error but they froze my account for it. I have spoken to many people and nobody can give me a straight answer. Essentially they froze for fraud committed against myself for putting money in my account saying I committed fraud against me
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2023 I purchased {$33.00} worth of food from a concession stand at an art event and was charged {$730.00} instead of the intended amount. I drove back out to the event the following day and spoke with the owner who assured me the charge would be reversed and stated that they never provide receipts. After contacting my bank they issued a credit for the disputed amount and then received a legitimate charge for services from the vendor therefore taking back my money. I contacted the bank again and they stated that they have to reopen the investigation and can issue no credit as their investigation proved that the overcharge was legitimate.The merchant is XXXX XXXX based out of XXXX XXXX.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I saw an unknown charge on my checking account on XX/XX/2023. I contacted my bank ( KeyBank ) immediately. They said to wait until the transaction cleared to file a dispute. On XX/XX/2023, I filed a dispute. I was informed that KeyBank had 90 days to resolve the dispute. On XX/XX/2023, I asked for the status of the dispute since 90 days had passed and I had not received my money back ( {$2000.00} ). I was told that KeyBank had no information regarding the fraudulent charge dispute.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Bank manager at XXXX business manager and bank manager open my account told me she just needed verification for my address but it wouldn't affect my account and no kind of way I put in the {$200.00} cash deposit to open savings and checking made a XXXX check deposit soon as after I made a deposit my account has been closed ever since then and restricted she advised to me to bring business verification which I did she stated to several corporate supervisors it was other reasons why she didn't over to account due to that lack of information for business which was a lie also she stated to me and I corporate manager that she was dispersing funds on XX/XX/XXXX in a form of a check and the charge back to the check of {$3600.00} and {$60.00} to XXXX XXXX from my home insurance company for my furnace being broke it's almost a month later I haven't received the funds soon as I made an inquiry to her that I was going to make a complaint on the actions and the performance of her duties and the lies she told about my account not being able to be open due to lack of business information ever since then my money 's been in limbo or loss or stuck with key bank also I will be hiring a lawyer to retrieve my money back
Company Response:
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: During the week of XXXX, XXXX, I received a phone call on our land-line ( XXXX ) for my husband. He was at work and I said " Could I help? '' XXXX said there was fraud on my Bank accts. He called me once every day to check in with me for three days. I BELIEVED HIM. Later in the week, I told him that {$120000.00} was transferred from our personal savings into our business checking acct. without our authorization. When I went to the Bank on XXXX the XXXX, the Banker immediately put all our accts on hold as well as on-line banking. We then were out of town for 3 days. On XXXX, XX/XX/2023 I went in and talked to our Banker. He checked thoroughly and didn't see any problems. He took the holds off and re-opened our on-line banking. I trusted him that everything was okay to do this. Then on Friday, XX/XX/2023 my husband was in the bank to do some withholding from another account. The manager and banker informed him that approx. {$100000.00} was taken from our business checking account by fraud, and we had a negative balance. After investigating, the info ( they said ) it all happened on my computer without my knowledge I don't know how and I don't know anything about their investigation. We need help!!!! We just can't take their word for it. The thieves used their team mobile phone to transfer the $ to their bank account which has been transferred and not retraceable. My husband is currently working with the head honchos on the phone with the Bank in another state where the headquarters are located. They don't return his calls, when they say they will call back within 48 hours. What do we do??? I can scan some items if needed, Please advise.
Company Response:
State: OR
Zip: 97220
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is an ongoing problem at the local Keybank with racism. I brought the issue with the Executive office a year or so ago. Things got better for a while with changes in management but now they brought another branch manager whos not subtle about her racism. Her name is XXXX XXXX. My understanding is that the provision of the current federal civil rights act applies only to housing and not specified to other banking areas like checking. However, the Idaho human rights act still applies. Anyways, the persistent issues relates to staff like the branch manager asking me for my license when I have been coming to this same branch for a long time now. Today, I came into withdraw money but XXXX XXXX XXXX attended me. I ask her for a withdrawal slip to write my account number and sign it. She stated that I had to provide a license or use my debit card because I dont know you and the people that know you are not here. I told her that the account and signature are on the slip. She refused to serve me unless license was shown so I told her that I had ro grab it from my car. Thereafter, she proceeded to act like an XXXX XXXX XXXX by refusing to provide the ticket with the full balance and rub it more on my face by patronizing me telling me not to lose my license. There are so many issues at this branch : 1 ) why is racial bias a persistent problem? Regardless, of whos in management. 2 ) why is service so inconsistent with some staff accepting me writing the account number on the back of checks or withdrawals slips? 3 ) is it safer to do transactions by use of debit cards ( that could be stolen ) or by using slips with handwritten account and signature that reflects more correctly the customers signature than some stupid scribble on a pad? 4 ) where can customers find the banks policies regarding deposit and withdrawal? None is provided at account opening.
Company Response:
State: ID
Zip: 83646
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX XXXX overdraft my accountXXXX dollars and I know the Bank charges XXXX for overdraft fees. Due to a medical issue and I need medication I had no choice but to overdraft. I never go over XXXX in overdraft fees. I only do one transaction a month now the bank is charging me for multiple transactions and saying I owe XXXX dollars and still charging me more overdraft fees. Please help
Company Response:
State: NY
Zip: 14094
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hello, I have had to dispute the same account 4 times. They have a balance sitting in collections as a charge off for an item that was included in a XXXX XXXX which was discharged XX/XX/. They have updated it a few times and it keeps coming back. They are in violation of the bankruptcy automatic stay and the next step will have to be obtaining counsel.
Company Response:
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A