Date Received: 2023-04-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Your opening questions do not apply to my specific complaint but I had to choose to move forward. Trying to transfer office of account to office I regularly use rather than one 40 miles away. Over 1 yr ago attempted to change by visiting branch. Paperwork submitted by branch & approved. Change never took place. Several visits back to branch with no resolution. Wrote corporate & received phone message they would be reaching out to me. I replied & waited. I then wrote to Dept of Financial Services in XX/XX/XXXX @ address posted in branch to which to file complaints. RECEIVED WORD BACK THAT THE OFFICE TO FILE COMPLAINT WITH AS POSTED IN THE BANK IS NOT THE OFFICE TO COMPLAIN TO. Received word back that I had to contact your office. The notice included your address in XXXX, IA. I wrote to you at the end of XX/XX/XXXX only to receive that correspondence back today indicating forwarding time expired. I then went on line for mailing address & found this means of filing complaint. Hope Im able to add attachments as required.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: From XX/XX/XXXX through XX/XX/XXXX My debit card from Key Bank was fraudulently used by another party. He is a XXXX yr old XXXX name XXXX XXXX. He got my information from stealing it. I have a recording of him admitting he stole the information. I closed the card and filed a complaint with the XXXX XXXX Ohio Sherriffs Dept. I spoke to the fraud department with my bank and provided them with all the information. Key bank initially refunded me and then all of a sudden recently reversed the charges which put me in the negative {$1800.00}. I immediately called the fraud department back and asked what this was about. I was told that there was conflicting information. I said what conflicting information? I was then told that I said I had never used XXXX XXXX ( which there are unauthorized charges from XXXX XXXX ) but I in fact had. I got a bit irate because I NEVER said that. I specifically told the rep at the time which was mine and which wasn't. I refuse to be held accountable for this. I did everything I was supposed to do. This was NOT my fault but yet I'm being treated like the XXXX Something has to be done about this. Thank you for your time.
Company Response:
State: OH
Zip: 439XX
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, My wife and I made formal loan application with KeyBank via their loan application web portal for a new HELOC against our primary residence back on XX/XX/XXXX. We believe our borrowing profile was/is really strong ; both having 780+ mid credit scores, low CLTV, low DTI, steady income, and lots of reserves. Two weeks went by and a letter from KeyBank arrives requesting further documentation. By the following business day, I had all requested documentation fully submitted as directed via secure e-mail and a confirmation of receipt. Then another week goes by and one of their Loan Reps reaches out saying that they see my submission but some of the documentation did not come through ( not sure how that can be ), and asked for me to resubmit directly to him. I did as requested within 24hrs of receipt. After the above... nothing. No reply, no response, no credit decision of any type. I reached out one last time on XX/XX/XXXX requesting status via their webportal and direct with the Loan Rep, still nothing back. A blaintant violation of RESPA. Here we are almost 1yr later from our formal loan application and still NOTHING! It is silly to me that banks will get bailed out for their own mismanagment, but yet can not be held accountable for not abiding by the law. It makes us little guys wonder what's the point of having " laws ''.
Company Response:
State: WA
Zip: 98011
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I was receiving unemployment during the covid pandemic on a card from KeyBank. My account was hacked and lots of money stolen. On XX/XX/2021 key bank sent me a letter saying that they found suspicious activity on my account and that they would close it and issue me a check for the funds stolen. The total was about {$5000.00}. They claimed they sent a replacement check but I never received it and after years and years of asking for helping and answers I still have not received any replacement check for my stolen funds. Keybank always gives me the run around every time I call and they have also become very rude when answering my questions and concerns.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I had been referred to Key Bank for purpose of opening a business checking account. After speaking with the XXXX XXXX XXXX XXXX ( XXXX ) and learned I would need to visit a branch in person to open a business account. I was able to schedule an appointment at the XXXX Indiana location, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX ) on XX/XX/23 initially at XXXX XXXX, but that time was changed to XXXX XXXX. Confirmation # XXXX. I was told the Branch Manager ( XXXX would meet with me to open the account ). Earlier that morning, XXXX called me and asked a few questions about my business ( location and type of business ). After he was informed, my business was property management/consulting, in business for a little over two years, located in Illinois, but have a foreign LLC to conduct business in Indiana. He wanted to know how did I learn about Key Bank. I informed him through my business network, and I learned and verified they offered several business products that may benefit my business. At this time I was informed he needed to check with the back office to see if they would be able to open a Business account for me. Unfortunately, he called me back and stated he was informed, I needed to have a footing in Indiana in order to have an account. There are Key Branches in Illinois, but they are located about four hours away, I should not have to drive four hours to open a business account. I believe Key Bank is utilizing illegal practices to keep certain people from opening business accounts. If they have branches in Illinois, then individuals who reside in that state should not be denied the opportunity to open business accounts. According to the customer service center, you do not have to reside in Indiana to open a business checking account, you only have to go in person to open the account and you can reside in Illinois as they have branches in Illinois.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited it check for XXXX on XX/XX/23. I was told it would be on hold until XX/XX/23. The funds were released to my account and then taken back with a new release date of XX/XX/23. I am depending on this money for bills and now Im totally upset as I am about to lose my power and place to stay.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/ I made two mobile deposits into my checking account with key bank in the amount of {$390.00}. The money orders cleared then key bank put a hold on my account saying they thinking the money orders wouldn't clear. After speeaking to customer service they instructed me to go into the bank to clear the matter. Today I went I to the bank XX/XX/ and they are telling me the back office is still doing and investigation. This is beyond unacceptable I want my funds and I want to be compensated for the inconvenience it should not take 15+ days to figure out this out. This has caused me hardship.
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023 I opened a new checking account online with KeyBank under terms of a written offer ( for new-account cash bonus ; please see attachment ) mailed to my home address in XXXX, NY. I received notification online from KeyBank the same day, stating that my account application was approved and my account was open. Four days later when trying to log in I saw a note stating my account was blocked and instructing me to call a number. Over the next 3 days, 4 telephone representatives from Key Bank provided conflicting information about how to remove the account restriction. Two of the 4 demanded that I visit a bank branch and present my driver 's license. Key Bank has only one branch in all of XXXX, situated an hour from my home. That made the bank 's request a burdensome, additional condition that was absent from the written terms of my account agreement with them ( the offering circular stated in part, " Offer valid when opening an account online or in branch '' ). Nevertheless, I followed the advice of those 2 reps ( although contradicted by 2 of their colleagues ) and on XX/XX/XXXX I personally visited KeyBank 's sole branch in NY at XXXX XXXX XXXX XXXX. Eventually a staffer there, XXXX XXXX XXXX ( XXXX ), got on the phone with the bank 's fraud department and informed me that to remove the restriction, I should fax or email him a copy of my Social Security card. I did so that evening and was able to log into my KeyBank checking account the following morning ( XX/XX/XXXX ). Today, however ( XX/XX/XXXX ), I received a phone call from someone claiming to be from KeyBank 's " Executive Offices '' and using the name " XXXX '' ( all KeyBank reps I spoke with except XXXX XXXX decline to give a last name ). Her information was ambiguous, but when I returned home and tried to log into my account, access was once again blocked. ( " Your Online Banking account is restricted ..... '' ) In the interim, KeyBank has received a {$500.00} deposit from an external account in my name ( on XX/XX/XXXX ), and I initiated a second deposit in the amount of {$4600.00} ( on XX/XX/XXXX ). I have informed multiple KeyBank representatives that the account is scheduled to receive a Direct Deposit from a past employer on XX/XX/XXXX, which possibly could be initiated a day earlier, on XX/XX/XXXX. During my 4 previous phone calls with KeyBank representatives, at least one of them falsely stated that my initial {$500.00} deposit had been denied or reversed by the external bank ( XXXX ) and that was their reason for restricting my account. I subsequently contacted XXXX 's fraud department who informed me that KeyBank 's verbal statement ( made during a call recorded by me ) was categorically false. In light of the above, KeyBank has been : 1. Denying access to my initial {$500.00} deposit which went through without incident on XX/XX/XXXX and remains withdrawn from my XXXX account as of today ( XX/XX/XXXX ) ; 2. Falsely advertising in writing, through mass mailings to consumers in my area and elsewhere, that account-opening bonuses will be provided to customers who open new checking accounts and fulfill certain conditions stated in the opening circular ( the bank 's arbitrary, unexplained, and deceptive actions are denying me the opportunity to fulfill those conditions, although I have the means and the intent to do so ). 3. Imposing additional conditions beyond those stated in the offering circular for the new-account bonuses. The demand by bank representatives to visit a branch ( when the offering circular clearly states that online application is fully sufficient ) constitutes a material new condition, whose unilateral imposition without compensation is a material breach of the bank 's written contract with me as provided in the offering circular. 4. Knowingly providing false information to consumers who lend funds to KeyBank and subsequently have occasion to contact KeyBank telephone representatives to inquire about the status of their accounts.
Company Response:
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My interactions with Key XXXX Bank in XXXX New York have been quite frustrating with no definitive results to this point. As Administrator of the Estate, I began telephoning them in late XX/XX/XXXX XXXX in an attempt to close out the Certificate that recently deceased XXXX has/had with them. I have provided you with a summary below of that which has transpired thus far. Frankly, it appears to me that I am being given the " runaround. '' Initially, I was told that I only needed to send them an original death certificate. This was sent on XX/XX/XXXX and received on XX/XX/XXXX. I then called on XX/XX/XXXX because I had not received a check as promised. The representative named " XXXX '' to whom I spoke then told me that I needed to draft a Letter of Instructions and have it notarized. There had been absolutely no mention of a Letter of Instructions during the initial discussion that I had with the Key XXXX Bank representative in XXXX. In any case, I sent them the notarized Letter of Instructions on XX/XX/XXXX by XXXX and it was received by Key XXXX on XX/XX/XXXX. I have not been contacted by Key XXXX since I talked to " XXXX '' on XX/XX/XXXX. In frustration, I then called three times the week of XXXX XXXXXXXX XXXX and have achieved no definitive results as to the closure of this account and the disbursement of the funds. The telephone conversation today was most upsetting because XXXX, to whom I spoke, said that they were not certain that they had the Letter of Instructions on file because no one there today had the key to the mailroom, which is where she " assumed '' the document was located. Interactions with Key XXXX Bank by XXXX XXXX, As Administrator of the Estate of XXXX XXXX XXXX for the Account Number XXXX for Certificate with Balance of {$5000.00} Issue Date XXXX Maturity Date XXXX Bank # XXXX XX/XX/2023 Sent Key Bank Original Death Certificate, as requested, to : Key Direct XXXX XXXX XXXX XXXX XXXX, NY XXXX by USPS Priority Mail, tracking number XXXX. Delivered XX/XX/2023, at XXXXXXXX XXXX and signed for by SS [ XXXX XXXX ] NO RESPONSE from XX/XX/XXXX until XX/XX/XXXX from Key XXXX XX/XX/2023 XXXX XXXX called Key XXXX and spoke to XXXX at XXXX XXXX, who advised that a letter of instruction needed to be drafted, and then notarized. The letter of instruction should request that the account be closed and that the funds be distributed to XXXX XXXX at the listed address of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XX/XX/2023 Key Bank was sent the Notarized Letter of Instructions for the Estate of XXXX XXXX XXXX, as requested, by XXXX, with the tracking number : XXXX. This was received on XX/XX/2023 at XXXXXXXX XXXX and signed for by XXXX XXXX. XX/XX/2023 XXXX XXXX telephoned Key XXXX at : ( XXXX ) XXXX, and spoke to XXXX. XXXX XXXX was placed on hold twice for several minutes each time, and then told that the responsible person was not in the office that day, and that this individual would be advised of the details of the situation and would then call XXXX XXXX the next day by XXXX XXXX XXXX. XX/XX/2023 XXXX XXXX telephoned Key XXXX at or about XXXXXXXX XXXX XXXX after there was no response as a result of the conversation which had transpired the previous day. That which was discussed the previous day was related to the representative, who then placed XXXX XXXX on hold. XXXX XXXX was then advised that the matter was being evaluated and that a phone call would be forthcoming. XX/XX/2023 XXXX XXXX telephoned Key XXXX on or about XXXXXXXX XXXX XXXX and this time spoke to XXXX. XXXX placed XXXX XXXX on hold and then stated that the Letters of Instructions sent XX/XX/2023 could not be located. She suspected that the Letters of Instruction were in the mail room, but that no one there at the time had the key. XXXX then stated that someone would telephone XXXX XXXX tomorrow, XX/XX/XXXX to provide an update on the status. She then revised her comment to state that XXXX would call on Monday, XX/XX/2XXXX XXXX
Company Response:
State: TX
Zip: 78216
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My name is XXXX XXXX, this complaint is not made in error neither is it being made by a third party. I declare under penalty of perjury I am alleging that a person or company- without my authorization- from unauthorized use of my social security number and card used my personal identifying information to apply for goods, services, or money ; and, was successful in creating some accounts. I have no knowledge of this and all is being investigated by the FTC and Under 15 U.S. Code 1681b Permissible purposes of consumer reports I never gave any written consent to report anything on my consumer reportsno consent is fraud. Please remove the account from my file : XXXX XXXX XXXXXXXX
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A