Date Received: 2023-04-18
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I had a student loan with Key Bank XXXX XXXX originally taken out in XXXX and I paid it in XXXX or XXXX. On XX/XX/XXXX, at XXXXXXXX XXXX EDT, I received a collection call from KeyBank that went to my voicemail. I called back and spoke with someone who confirmed that my account was paid in full. She didnt understand why I was getting a collection call. Then she said that my phone number is also associated with another account. I have had this phone number since XXXX or XXXX. She said she would fix the issue. On XX/XX/XXXX, at XXXX XXXX EDT, I received another collection call from KeyBank that went to my voicemail. Again, I called back and questioned why I was receiving the phone call. The representative confirmed that my loan is paid in full and I do not owe anything. She said she couldnt see on her end that I had received any phone calls. I told her that I had two voicemails on my phone that are still there, and I indeed had received collection calls. She did some further digging and found that my phone number is still associated with another account. This is not up to me to fix. I am so upset getting collection calls for something Ive already paid, and paid several years ago! I still have the voicemails.
Company Response:
State: OH
Zip: 439XX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Account # : XXXX XXXX XXXX Account Type : Installment Installment Installment Account Type - Detail : Auto Loan Auto Loan Auto Loan Bureau Code : Individual Individual Individual Account Status : Closed Paid Paid Monthly Payment : {$0.00} {$0.00} {$0.00} Date Opened : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Balance : {$0.00} {$0.00} {$0.00} No. of Months ( terms ) : XXXX XXXX XXXX High Credit : {$10000.00} {$10000.00} {$10000.00} Credit Limit : {$0.00} {$0.00} {$0.00} Past Due : {$0.00} {$0.00} {$0.00} Payment Status : Current Current Current Last Reported : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Comments : Closed - Closed or paid accountXXXX balance Date Last Active : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Date of Last Payment : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX as of XX/XX/XXXX i have noticed fraudelent accounts and inquiries on my credit report and consumer reports 15 U.S. code 1681c-2 a consumer reporting agency shall block the reporting of my information in this file of a consumer that the consumer identifies as information that resulted from an alleged identity theft not later than 4 business days after the receipt.
Company Response:
State: NY
Zip: 11757
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I called Key Bank in XXXX XXXX, Oregon XXXX to report a CHECK FRAUD in my checking account. I was given NO instructions on how to proceed other than they would investigate the situation. Next day I called my local branch to inform them of the fraud check and that I had reported it. Got a call from my landlord wanting to know where my {$850.00} rent check was. Upon going online to my account I noticed that surely enough the rent check had been FORGED. Waited a month and heard nothing from the fraud depart. ( XXXX ) or bank so I called the fraud department again on XX/XX/2022 and was told the fraud case was CLOSED. Asking why, they said I had only ONE MONTH from the date of the reported check fraud to submit the paperwork that was required. I told them I was NEVER instructed from the initial call in XXXX of what PAPERWORK to submit! Was told I needed to have an affidavit that was notarized and signed by the local bank manager. Went to my local branch, filled out the paperwork, had it notarized and signed and bank mailed it to fraud depart. Still never hearing from the fraud dept. I called again oXXXX XXXX XXXX XXXX to see where the investigation was at, at this point. Was told by the fraud dept. they received the paperwork and they would RE-OPEN the case and send me a LETTER regarding their decision. Waited and waited and no word or letter from fraud dept. or bank. It's now XXXXXXXX XXXX XXXX so I called again to fraud dept. Was told the letter was sent to me about their decision, but I never received a LETTER in the mail, fraud dept would check. Okay, now it's XXXXXXXX XXXX XXXX and was told the bank manager was to call fraud. dept. to escalate the case. XXXXXXXX XXXX XXXX bank gets NO call from fraud dept. I tell my bank I finally received the so called LETTER in the mail XXXX XXXX XXXX dated XX/XX/2022! with the fraud dept. final decision stating that " the claim does not meet the requirements for credit. '' meaning it was not received in a timely manner ( 1 month after initial call on XX/XX/2022 ) so the case was closed and will remain CLOSED, end of their discussion!
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Key2XXXX Reward Master Card - KeyBank XXXX : {$2400.00} convince check cashed at unknown location, bank unable to recover check image. XXXX : I reported the fraud to the Key Bank fraud hotline, a dispute case was filed and opened. XXXX : I filed a local police report with XXXX SC Police Department report No XXXX XXXX : I called fraud hotline to update them that I had filed a police report as instructed and relayed that police report information XXXX : Noticed charge was gone from statement, looked as if the case had been resolved XXXX : Charge return of {$2400.00} noticed on statement as reversed. I reached out to fraud hotline. I was told and that a KeyBank branch was to contact me with an affidavit form to fill out and get notarized. No on had ever contacted me nor informed me of an affidavit to be completed. Received the affidavit/sworn statement from fraud via email in the following days. XXXX : Email sent to branch manager XXXX XXXX branch # XXXX ( XXXX XXXX XXXX XXXX OH XXXX ) w/ affidavit completed and notarized properly. Case was reopened. XXXX : I followed up with XXXX, branch manager, via email due to no response. XXXX : First response from XXXX. She sent and addition affidavit for me to complete and get notarized. XXXX : I sent XXXX via email the second affidavit notarized and completed. XXXX : I followed up with XXXX again since no response since XXXX XXXX : XXXX emails mw with an update from the fraud department stating that the case is " still in progress and these can take up to 90 days to resolve '' XXXX : I follow up with XXXX to check on case XXXX : A coworker checked on fraud progress, still under review XXXX : XXXX contacts fraud department for update XXXX : I contact fraud department for update. They state they can not disclose any information to me, must be given to me via branch manager XXXX. XXXX : Follow up from XXXX, case was closed, no reason given. She escalated the case to " Executive Client Relations Team '' XXXX : I followed up with fraud department. Again they said case was close but could not disclose information as to why. XXXX : I emailed XXXX with request to speak live on the matter. No response. XXXX : I emailed XXXX with request to speak live again. She emails back stating she followed up with fraud and that the case manager covering my case was out on vacation and could not give me any updates. XXXX : I reached out to fraud department myself to check status. Someone finally gives me information that they are missing and affidavit that XXXX was supposed to send to them. I offer to send them the affidavit, I had completed on 2-4. They say they can not accept it unless it s from an internal KeyBank email. XXXX : I call XXXX, no answer. I leave voice mail to contact me ASAP about affidavit form.
Company Response:
State: SC
Zip: 29403
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a credit card with Key Bank during a promotion which deposits {$150.00} into your savings account after successfully completing a balance transfer within a specified period of time, which I did. When I called on XX/XX/XXXX, I spoke with XXXX XXXX and asked why the funds were not deposited, I was told the bank had three monthly business cycles from the date of the transfer ( not the opening of the credit card ) and that the funds would be deposited in the XXXX business cycle. I forwarded her the promotional email I received which is what I used to initiate the transaction. I called again on XX/XX/XXXX, as the funds were not deposited into my account, again speaking with XXXX XXXX. Again, I provided the marketing code and was told the funds would be deposited within two weeks. I called Key Bank again on XXXX XXXX and spoke with XXXX. After researching, he indicated nothing had been previously submitted to start the process of depositing my {$150.00} into the savings account, but that the funds would be deposited on XX/XX/XXXX. He told me he would check my account and reach out. The money still has not been deposited and I have left two messages with no response from XXXX, who is my account XXXX.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I noticed that a fraudulent check had cleared against my KeyBank checking account 2 days earlier. I called my bank immediately and they told me it was obvious that it was a fraudulent check as the person had whited out some areas to write over fraudulent information. When I asked if I would get refunded, the bank indicated that they would investigate and let me know. Although this was obviously fraudulent, I was not told I would obtain a refund. The bank told me they would have to freeze my account and open another account for me. I was also instructed to file a police report. The police mentioned this type of fraud had been happening frequently recently and may originate from someone stealing and copying mailed checks.
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Ref : XXXX XXXX XXXX XX/XX/XXXX I have called KeyBank to report fraud transactions. The two transactions were cash withdrawals from XXXX Bank in the amounts of XXXX on XX/XX/XXXX and another from XXXX bank XXXX on XX/XX/XXXX. I informed KeyBank that my whole wallet was stolen. KeyBank denied my claim due to an internal decision based off of IP address logins during the fraudulent transactions occurring. As well as other transactions that had occurred during the fraudulent activity had occurred. I reached out to XXXX bank on XX/XX/XXXX spoke to a rep in the fraud operations unit at XXXXXXXX XXXX The rep name was XXXX. He explained that a provisional credit would be issue either by the end of the business date of XX/XX/XXXX if not the credit would be issued XX/XX/XXXX for sure that it was noted on the account to be credited. When I called the second time on XX/XX/XXXX at XXXXXXXX XXXX eastern standard time spoke to XXXX XXXX in the fraud unit she had advise me that it was denied the claim she was unable to provide what information was used internal to denied the dispute. I requested for the bank to honor the credit due to an employee error. I also requested to capture a complain on my case to higher executive unit to review my issue. The bank has a lack of resources and communication among it internal staff to better help and resolve client issues. I really want KeyBank to help me gain back my money taken fraudulently.
Company Response:
State: NY
Zip: 10703
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I received an offer to open an account with Key bank. I went ahead and opened the account and transferred money electronically to fund the account. A few days after opening the account, the bank restricted my account alleging fraudulent activity. I requested this to be resolved however the bank insists that I appear at a branch in person to resolve. The bank days/hours are too limited for me to make it there in person as I commute outside of the area during the week and the branch is only open monday to friday within 50 miles of where I live. I requested the account to be closed and money to be sent back to me however this has not been done. Repeated efforts to get this done have been disregarded.
Company Response:
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX, in response to XXXX advertisement from XXXX XXXX XXXX, I tried opening a checking account that offer {$540.00} bonus, after meeting certain requirements. The bank system did not allow me to open the account, I contacted the Bank and kept trying for almost XXXX XXXX MONTH. A financial institution in AMERICA, had flawed systems that couldn't open a simple checking account. On XX/XX/XXXX I received an Email that my application was not approved. Then on XX/XX/XXXX I received an Email from XXXX XXXX XXXX informed me to try again ( for the XXXX time ) to apply for the checking accoung. I applied and was approved, over a month later, i still haven't received the DEBIT CARD. The Bank System is FLAWED, it still today XX/XX/XXXX the bank showing my Mailing Address wrong, and my physical address wrong. On XX/XX/XXXX I emailed the bank copies of my Driver 's License and social security card as they requested for account opening. THIS Bank should stop advertising until it's systems are fixed. It's so painful especially to see a Bank in the US with Flawed Systems trying to take money from innocent American Citizens. I don't trust this bank to have my hard earned money direct deposited into it.
Company Response:
State: MN
Zip: 55416
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
Issue: Credit monitoring or identity theft protection services
Subissue: Received unwanted marketing or advertising
Consumer Complaint: XXXXkey bank unemployment many charges that were unauthorized XXXX credit report many charges were made without consent Can't retrieve bank statements
Company Response:
State: NY
Zip: 10457
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A