Date Received: 2023-01-09
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have a unemployment funded card thru XXXX KEY BANK. I was on down weeks on XXXX XX/XX/XXXX and my unemployment money was put on the XXXX card on the XXXX of XXXX, I took the card to my bank XXXX to have the funds pulled off the card and put into the checking account, the teller told me there was no funds on the card as she passed the card bake to me. On XX/XX/XXXX I took the card into the bank again and the card declined again. Called the XXXX number and they said it is PENDING it is still PENDING today XXXX. I now have another unemployment fund on the card but I can not have access to it until the first issue is resolved. They tell me maybe XXXX XXXX XXXX. Now i have also been in contact with my bank and everyone is playing the blame it on the other bank. I still have no idea what else to do at this point. Thank you for your time.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 my debit card was used in Ohio to purchase {$600.00} worth of carpet. I live in XXXX XXXX, where I made a purchase earlier that day. Key Bank did NOTHING to protect this fraud from happening, and instead my account was over drafted by {$300.00} ( I had {$300.00} in the account ). I called Key Bank immediately to report the fraud, and they claim that they are investigating and it could take up to 90 days to get my money back. They also take 7-10 business days for a new debit card. This isn't the first time I've been a victim of fraud, this is the fifth time in 2 years that this has happened to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 13021
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2022 I paid my electric utility bill of {$250.00} using Key Bank bill pay. The electric utility merchant say they never received the payment. Key Bank provided proof of payment, but the merchant said Key Bank is using XXXX, a third party who has been paying my bills using various credit cards, such as XXXX and XXXX Card. Key Bank said they can't provide my with any details on the credit card XXXX used to track down the missing payment. This is unfair deceptive business practices. I never authorized my bills to be paid by credit cards. Please help. XXXX XXXX XXXX
Company Response:
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My prepaid XXXX card was locked due to suspicious activity. I have tried to unlock the card by contacting Key Bank and the number provided on the card. From XX/XX/XXXX to XX/XX/XXXX, I have called that phone number every day for 4 hours at a time and no representative answers the phone. I have tried to contact Key Bank directly and visited a branch but was told the phone number is the only option to unlock the card. My funds are unable to be moved and I am unable to use the card at all with no support coming from the bank to resolve the issue.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Key bank sent me a fraud letter in reference to an account ending in XXXX opened on XX/XX/2002 in my name. I never had any business with these people and never heard of them. When I called 5 times they would only let me speak to a person named XXXX who barraged me with questions about my social security number address dob etc. She refused to let me speak to a supervisor and I believe she is the one who stole my identity.
Company Response:
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have had the same pin number since receiving the card. Upon trying to withdraw money from my key prepaid card was it was locked after several attempts.I have been trying to contact customer service the last 48 hours on a 24 hour line. I stayed on hold for up to 3 hours minimum 2 each attempt. Tried using the reset pin protocol and was locked out as well even with verifying information entered correctly. Tried calling a different number and was hung up on after my information was entered. Tried emailing them and was told it would be 7-10 business days for a reply. I tried cancelling the card because bills are due. I was not allowed only transfered to a representative that never answered or acknowledged. No explanation or returned communication to explain the situation.
Company Response:
State: IL
Zip: 60099
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Simple they have ahad a hold on my account since XX/XX/2022
Company Response:
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, Washington. I am XXXX XXXX XXXX. On XX/XX/2022, Key Bank allowed multiple fraudulent transactions to occur on my business checking account without my knowledge or consent ( {$48000.00} ). Key Bank allowed a criminal to call in through their automated service number and fraudulently transfer {$5000.00} from my business line of credit to my business checking account to ultimately steal. Key Bank allowed transactions to occur over the phone without vetting that they were actually speaking to me. Below is a list of transactions that Key Bank allowed to happen without my knowledge or consent : XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$1000.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$6800.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$6900.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$1000.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$4900.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$6900.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$5000.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$1000.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$6300.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$1000.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$1000.00} XX/XX/2022 Direct Withdrawal, XXXX, XXXX - {$1000.00} XX/XX/2022 Phone Transfer from business line of credit {$5000.00} XX/XX/2022 Credit, XXXX- {$0.00} XX/XX/2022 Credit, XXXX- {$0.00} XX/XX/2022 Credit, XXXX- {$0.00} XX/XX/2022 Credit, XXXX- {$0.00} XX/XX/2022 Direct Deposit, XXXX XXXX XXXX Account Verify - {$0.00} XX/XX/2022 Direct Deposit, XXXX XXXX XXXX Account Verify - {$0.00} Key Bank Case # XXXX XXXX XXXX Police Department Case # XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX CFPB Case # XXXX XXXX XXXX XXXX fraud happen to him in XX/XX/2022 with Key Bank in which criminals were able to XXXX {$430000.00} successfully. Key Bank did not refund this fraud. I am not affiliated with XXXX XXXX and XXXX XXXX XXXX in any way other than we both bank at Key Bank.
Company Response:
State: WA
Zip: 993XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: When I opened my care free checking account, I was NOT told there was a different routing number for online only. I went back to the bank in XXXX and retrieved from the teller, the routing number I needed to have for online banking. I used my direct deposit routing number for my rent but was the wrong one, unbeknownst to me. The automatic rent take out never posted and was declined by the rent company so it left me with owing for XXXX, XXXX {$600.00}. I cancelled the automatic which I am paying in partial payments to the property management. The routing number for online banking, which was given to me from the teller is : XXXXXXXX My direct deposit is different and everything is okay for that. My checking account number is XXXX XXXX XXXX XXXX The teller suggested XXXX XXXX was distracted at the time. That was the teller 's excuse. The state I thought was a state bank but it is federal and was directed to contact you. I have, in my email, the state is forwarding my complaint to you.
Company Response:
State: NY
Zip: 147XX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022 my mother transferred {$200.00} into my Key Bank checking account. She unfortunately listed herself as the recipient. Key Bank flagged this as suspicious activity, they did not attempt to reach out or contact me until XX/XX/2022. On this day I received a voicemail from my local Key Bank branch asking to call, but they did not identify the issue, leave their name or number to return the call. No other attempt was made to contact me. On XX/XX/XXXX I realized that I was locked out of my online Key Bank account. On that day at XXXX I contacted the central Key Bank number and my local branch, no one could identify what the problem was. On XX/XX/XXXX I spoke with the local branch again and they informed me that Key Bank had closed my account on XX/XX/XXXX due to fraud concerns. The account closure occurred after had contacted both parties on XX/XX/XXXX. On XX/XX/XXXX I spoke with the branch XXXX, XXXX XXXX, who was the first to inform me that the account was closed due to my mother listing herself as the recipient of the funds. She also confirmed that the local branch had only called once and not sent any emails. She then referred me to XXXX as the Key Bank XXXX XXXX. On XX/XX/XXXX I spoke with XXXX, she ensured me that she would be personally responsible for ensuring that a resolution was found. I provided her with bank statements from my mother and communication she had with her own bank, showing that the listing of her name as the recipient of these funds was a mistake. She estimated about XXXX weeks until she would be able to contact me again. After XXXX weeks I began calling XXXX everyday. As of XX/XX/XXXX, she has not accepted any of my calls and has not responded to any of my calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12550
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A