Date Received: 2023-02-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: key bank, sent offer of {$200.00} to open XXXX account. online it said went to web site www.key.com/personal/promo site said must be XXXX, us citizen, resident of ... Colorado .... opening indiv account clicked through and page said " your request cant be completed '' visit nearest branch i went to a branch and told them of offer and they opened account and switch my direct deposit - later they contacted me and said had to be online
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Key Bank is supposed to alert my cell phone whenever a transaction of {$100.00} or more occurs in my checking account. I used my debit card on XXXX XXXX at XXXX in XXXX, XXXX XXXX alert was ever sent to my phone. On XXXX XXXX I was on my computer an received an email notice from Key Bank that a transaction of {$170.00} just took place. I immediately went onto my on- line banking to find out that not only this transaction took place but another transaction for {$170.00} took place. {$170.00} at a XXXX in XXXX, XXXX 2 hours north of where I live and another for {$170.00} at a XXXX in XXXX, XXXX 2 hours south of where I live. Similar numbers and obvious fraud. I am holding the card in my hand as I immediately called the Bank to report fraud for these two transactions, both were still pending. I was put on the phone with someone who could not speak English very well and had to continually repeat myself over and over. The woman sounded distant as if from a far away country. I was calling to report only these two transactions. Again I never received a texted alert from the Bank. The woman then started asking me about other XXXX and XXXX transactions on my account and if they were fraud. I did not know if they were because they were all under {$100.00} except one so I would have never received a text alert for those transactions. Since I did not know if they were, and the bank said they would investigate them and could take months, and maybe is not an answer, I said yes, assuming they and not myself would investigate them. The woman had me on the phone for almost an hour to report two fraudulent transactions. Now, after the fact I feel as though this is a form of entrapment. I called to investigate 2 transactions that were pending, and immediate and were occuring and still pending on the day I called. The bank let one transaction go through and another 4 days later on XXXX, and here I thought they could catch the criminal in the act. Two week later I received a letter from Key Bank stating that these transactions would not be covered under fraud because they went back to XXXX of XXXX transactions at XXXX and XXXX and these complaints expire after the XXXX day of first reporting them. I want the bank to reimburse me for both of these fraudulent charges. Is that not why a consumer uses a bank, a credit/debit card, because they feel that they are protected from fraud. I called the fraud division and was told it was my responsibility to contact the merchant to receive a credit, and how is a consumer supposed to do that? I called the fraud division of Key Bank twice to explain my situation and was told someone would call me back within XXXX hours, no one ever called and that is after speaking to a supervisor. That last call was XXXX. Now I am filing a complaint, filing a civil suit with the local Magistrate and filing a Federal Reserve XXXX as well, I have no other options I am aware of. My wife and I are on Social Security, limited income, so {$350.00} in total may not be a lot of money to Key Bank but it is to us. We have been banking with Key Bank since moving to Pa in XXXX. We are now withdrawing all funds, switching banks for Social Security direct deposits, and filing a civil suit in hopes of getting paid back.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2023 I went into Key Bank located at XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX around XXXX for a pre-scheduled appt. The reason for my visit was to open a Business checking account with all the necessary document needed. My appointment was with XXXX XXXX who identified herself as the branch manager. XXXX XXXX took my documents and my license and immediately stated that it maybe impossible to open the account. As I was sitting there XXXX XXXX began typing message to who she referred to as back-office questioning the validated of my paperwork. I was opening the account with my company as a foreign enitity and XXXX XXXX kept mentioning that this may fall out because she was trying to make sure back office would not reject opening the account. XXXX XXXX did not start the application and repeatedly made reference accounts being opened like this could be scams. At the same time for my entire visit XXXX XXXX continue to type and communicating with what she called was back office. XXXX XXXX then takes my paperwork to get copies for her file still never starting the application. XXXX XXXX then handed me a sticky note and ask for my personal ssn I complied and provided her ssn, my business email address and phone number. Then XXXX XXXX picks of the phone and calls back office and stated the since my company was a foreign entity I will need additional verification such as 3 months of statements from my business account in my home state or a bank reference letter. Again I complied and called my bank on the phone to get the requested information that she wrote down while she was on the phone with back office. I was getting frustrated because while on the phone with my bank and even she talked to my bank she kept pushing to the issue that a bank reference letter needed to contain, when the account was open, my XXXX which she had and the bank advise that could not give them the XXXX. I began to feel that I was being discriminated against, sitting there waiting on XXXX XXXX to start the application and continually blaming back office on what she is assuming was going to happen instead of treating me any other customer and start my application. I felt what XXXX XXXX was asking for on a personal level was needed and she kept saying back office will kick it out. I then as her for policy surrounding her questioning and she stated that she could not provided me with anything the stuff she was asking for internal procedure. Once my bank complete the reference letter I became more suspicious because she then stated " dont worry about the XXXX being on the letter '' She reviewed on my phone and I was going to email it to her until she stated to me that " back office will need to review the documents and will get back to me tomorrow '' I then questioned this because she still has never processed an application. So what will back office be reviewing It was about XXXX after have been there since XXXX. XXXX XXXX discriminated against me, never open or started the business application, requested personal information stating she needed it to open the account when she had all of my business document, she never check the XXXX of Ohio to confirm the business entity. Once I got the bank reference letter I did not want to no longer to business and proceed to leave taking me paperwork. I advised XXXX XXXX that I will be contacted corporate of such treatment and left the bank.
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ive contacted the fraud department. I have submitted several police report documents along with the FTC and CFPB. I was told by a supervisor that this account will be updated enclosed in blocked from my credit report, and I have a lifetime ban from receiving any future cards from KeyBank, because of the fraud that was committed in my name.
Company Response:
State: CT
Zip: 06451
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I used the XXXX XXXX Keybank ATM to deposit {$50.00} in cash. The machine accepted the money but did not credit my bank account. As this was occurring, I called the bank and told them what was happening and reminded them that this exact same experience had recently occurred in the past which was poorly resolved back then. I was then told I had to file an XXXXt/dispute to begin the process that would take XXXX days of investigation to complete and that I MAY be credited a provisional credit until the investigation completes. Due to my economic situation whereby XXXX XXXX XXXX prevented federal funds from being disbursed to unemployed individuals such as myself, any and all funds I do deposit are crucial for living and in trying to secure employment. Holding and preventing legitimate funds from being accessible to me such as this occurrence is BEYOND REASONABLE and I classify this as a crime and stealing. The police were called by me as they were during the last occurrence at the same location and were not helpful. In addition, since the initial occurrence, Keybank has not improved how the same employees involved last time horrifically interacted with me. I was asked why I chose to use the ATM and was yelled at by the XXXX for being upset. Other than replacing the ATM which did not seem to prevent this issue from reoccurring, Keybank has failed to provide the FDIC services it claims to provide. Keybank has failed to maintain my privacy, has restrained me from accessing my cash funds that should be immediately available to me, increased my stress level, wasted my valuable time, continues to destroy relationship building within the community with how it has interacted with me, as well as prevented me from having the funds available to send required documentation for an application for a job.
Company Response:
State: OH
Zip: 44070
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a checking account with Key Bank. I had a debit card attached to it ending in XXXX. From XX/XX/XXXX to XXXX of XXXX, a company withdrew funds from my account without my knowledge. They were monthly charges for {$16.00}. Because I don't use this account and because I have a line of credit, this constantly overdrew my account and my line of credit covered it. The bank is claiming I had to notify them within 60 days of 'errors ' on my account. These were not errors ... this company stole from me. It is theft and fraud. If you so a search online, other people have been scammed or defrauded by this company as well. I believe I am protected from instances of fraud and would like to be refunded.
Company Response:
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX I met with XXXX XXXX, a XXXX XXXX at Key Bank about changing my accounts and setting up a major credit card. XXXX XXXX informed me twice that charges to the credit card would incur zero interest for the first XXXX XXXX Shortly after being approved, my dog had some emergency medical issues so I charged my new Key Bank XXXX. Between XX/XX/XXXX and XX/XX/XXXX, I charged {$3900.00}. I planned to pay it off within a year so that I wouldnt have to pay any interest. So I was shocked when I received my first credit card bill and saw an interest charge of {$83.00} on XX/XX/XXXX. I called XXXX XXXX and he said that yes, it should be interest free for the first 13 months. He said he would research the issue and get back to me. He called me about eight days later and told me that the zero percent interest was only for balance transfers. I exclaimed that that isnt what he had told me. XXXX said he would do some research to find out what I could do about this situation. He never called me back. Since then, I have had more medical emergencies with my dog and have charged an additional {$1300.00}. There was also an additional interest charge of {$82.00} on XX/XX/XXXX. I was misled by Key Bank regarding the credit cards interest rate. I believe I should be reimbursed for the interest charged, {$160.00}. In the past week, I have had to obtain another credit card with a no fee balance transfer promotion and 1.99 % APR for the first XXXX XXXX The transfer to this new credit card of the Key Bank credit card balance is in process. Thank you for your consideration.
Company Response:
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I am in the process of purchasing a home and have discovered that I have a charge-off reported on my credit report. The account is from Key Bank. I can give you the account number another time when requested. It is being reported as a {$0.00} balance charge-off last updated in XXXX of 2018. I did have an account with Keybank for financing a boat that I had purchased. My old business partner had taken over the payments and I was not notified until XXXX of 2018 that he had ceased making the payments. At that time I immediately contacted Key Bank and paid the balance that they said I owed ( {$32000.00}, see attached document as receipt of payment ). I have contacted Key Bank in regards to them misreporting this as a charge-off debt as I did pay the debt and did not receive a XXXX from them in 2018 asking them to please request that the account be deleted from the credit bureaus ( and provide me with a letter for my records ). They have taken the stance that they have accurately reported the debt and can not do this. As, I did pay the debt in full as they told me that was owed ( speaking with them today they informed me that I negotiated a settlement for {$2000.00} less than what was actually owed ). I did not propose a settlement with them at that time nor was I aware that was even an option ( Had I known I would have requested a much lower settlement then {$2000.00} off of a {$34000.00} debt ). I am in the process of purchasing a home and because of their misreporting of the debt to the credit agencies and their refusal to cooperate with deleting the tradeline, it is costing me thousands more in closing costs as it is affecting my credit score by XXXX to XXXX points depending on which bureau you look at. Again, as soon as I was notified by KeyBank that the payments were not being paid at and the debt was in a delinquent status I immediately contacted them and settled the debt for what I was told to be in full. I am requesting that it be deleted from all 3 credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: My computer got hacked and got wrong wiring instructions, i was sending a wire to who i thought was a vendor " XXXX XXXX '' on XX/XX/2023. My bank ( XXXX XXXX XXXX '' sent the wire to XXXX XXXX XXXX XXXX -- - the beneficiary on the wire was " XXXX XXXX ''. Once we found out this was a fraud, workers credit union on XX/XX/2023 sent a request to Key Bank to return the wire. Key Bank sent an email stating that the beneficiary of the wire was a name '' XXXX XXXX not XXXX XXXX XXXX. Key bank also stated that XXXX XXXX wired this money 2 more times to other Key bank branches -- the first being Key bank in XXXX XXXX XXXX then that got wired to Key Bank- XXXX XXXX XXXX To me, Key Bank has a responsibility here -- 1 ) they never checked to make sure the beneficiary was correct -- i sent it to a business and it ends up in someone personal acct??? that should send a red flag 2 ) then the person " moves '' that same money to two different key bank locations -- that should be a BIG red flag the amt of the fraud is {$46000.00} actions taking 1 ) filed a report w FBI 2 ) filed report w local police 3 ) my bank - XXXX XXXX fraud div has contacted Key Bank Fraud and am waiting on response
Company Response:
State: MA
Zip: 01420
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I open a checking account on XXXX XXXX. I transferred money from my line of the credit to my new checking account. The first day even I transferred fund from loan to checking still put my fund depended. I tried arrange a XXXX transfer for {$1800.00} but it didn't go through. Someone in the call center told me KeyBank has limit and it is {$500.00} per day which it was very supervised me. I tried for {$500.00} but still gave me hard time and it showed a black page which said unable to process transaction. I called couple times & online customer service told me it is automatically blocked by our system and we are asking for assistant. I spoke with their supervisor and she said their system is blocked and none can do anything & just wait for 48 hrs. Again this morning, I tried and it was blocked. I called to the branch but they told me call to the online banking as we can not do anything. Again I called to online banking and a guy in online banking said still is block. I told him it passed 48 hrs, funds is available and even your bank start charging me with interest but I can not move my money. I am a former employee and I am not spam or anything else that keybank hold this account. He said I can just set up again for you and it take another 48 hrs that our system release the block. I asked talk with his supervisor but after a while he came back and he said supervisor are not available right now. Again they brought excused about XXXX but As we all know financial insinuate are ordering to their system Not XXXX. XXXX said we are middle man and we just transfer money from your account ( when your financial institute make available ) to other party and we don't do anything else. I called to the XXXX and they said " please just call to your bank ''. I tried it again tonight and still give me hard time. Key bank system has very bad reputation for years & none fix this issue in this bank.
Company Response:
State: WA
Zip: 98275
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A