Date Received: 2022-12-28
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: It seems that things I try to buy online randomly get block/denied even if I have enough money.
Company Response: Company believes the complaint is the result of a misunderstanding
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My fiance ' and I opened an account with Keybank. While opening the account we explained why we were opening a joint account. Which was because we had just recently sold a house that we renovated and the funds were coming in the form of a wire in the amount of {$57000.00}. Since the house was in both my fiance and my name, so had to be the bank account. When the wire came through our online banking was restricted and we were instructed to call and from there instructed to go into the bank and show identification. The next morning I headed into the bank only to be informed that our account had been frozen and the funds were now under investigation and what prompted the investigation was that I had a previous account with XXXX XXXX that I owed {$420.00}. This was XX/XX/XXXX. The very next day we went back to the bank to speak with the branch manager and brought all the paperwork from the title company with us. The branch manager explained that the funds hadnt been processed yet and that once they were she would close the account and give us a cashiers check in a few days, specifically XXXX XXXX. She also stated that she had no use for the paperwork we brought in. We contacted her the morning of the XXXX and she told us to come up to pick up the check. XXXX minutes later the young lady who had opened the account called us back and told us not to come because the account would be under investigation for 30 days and that our money could not be released until the investigation was completed. Is is now XXXX XXXX and I have yet to speak to anyone in regards to when our funds will be released and haven't gotten official correspondence from the investigators.
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with KeyBank on XX/XX/2022 using the {$200.00} welcome bonus offer. I completed all the requirements and should get my bonus within 90 days. But I haven't gotten the bonus yet. I called customer service and they told me I should get my bonus on XX/XX/2022. I called the customer service again on XX/XX/XXXX and submitted a Ticket. The customer service told me that it would be resolved within 10 days. But it has not been resolved yet.
Company Response:
State: MI
Zip: 49418
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Currently we have a first mortgage with XXXX. They have been excellent. We have a second mortgage with Keybank. We have been greatly impacted over the last two years due to XXXX and other unforeseen hardships. We have struggled to make payments. We just finished our remodification with XXXX, it was an excellent experience. While we were working through that with them, after our first trial payment we received notification on our door that our house was going to auction. We contacted the lawyer who was Representing Keybank. We told him we were working with XXXX and had just made our first payment. He said that Keybank had contacted him earlier and notified him of that and they had removed the foreclosure/sale date. ( I think this is not true, I believe they were fishing for our home ) My wife is who spoke with him. We contacted XXXX who assured us things were ok. We received another notice and contacted XXXX they said until we had finalized the process we may receive documents like that. We made our final trial payment to XXXX on XX/XX/XXXX. On XX/XX/XXXX we received notice of eviction from a builder and documents from the same lawyer, that also represents the bank. The builder documents said he owned our home. That he had purchased it at auction. We called him immediately, he said that keybank had auctioned it. We said, no we talked to their lawyer in XXXX and the lawyer said they had removed any foreclosure or sale date. We talked to XXXX, they had nothing in their system concerning a foreclosure or payoff amounts or auction date or sale date. They had not talked to Keybank. The title company orange tittle claiming to represent XXXX but XXXX XXXX has no documentation from them or correspondence, this title company produced a document back in XXXX. I suspect this title company works with the same lawyer. Additionally we talked to XXXX, they explained not to worry about it. Then on XX/XX/XXXX, we received a 3day summons on behalf of the builder, who is also represented by the same lawyer. The same one we talked to in XXXX and explained key bank had removed foreclosure/sale date that the first never knew existed. I do not believe it ever did. Again fishing for our home. We have text messages and correspondence that outlines harassment from the builder in telling us to work directly with him and his attorney. We received a summons with 3 days to respond outlining XXXX a month. He also told us we had to co to us to carry the first mortgage if we wanted to stay in the home. There is other information as well.
Company Response:
State: UT
Zip: 84037
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX Bank, which is now owned by Key Bank is the problem. I opened a new online only checking account with them in XX/XX/2022. I had my often daily deposits going into the account from the company I am affiliated with and would transfer money out once or twice a week to another of my bank accounts that was an interest bearing account. On XX/XX/2022, XXXX XXXX shut down my access to my account and said it was " restricted '' due to " suspicious activity, '' This was done with XXXX warning or communication... no text, no email, no call, no direct message and no letter ( although I finally received the letter dated XX/XX/XXXX on the XXXX. ) The letter stated problems with restricted accounts are " generally resolved within 10 business days '' ... well that is clearly not the case. Today is the XXXX, 19 days after this situation began, and that includes more than ten business days. No one I talk to at the bank has given me any pertinent information than what is already apparent. No one has reached out, despite being promised a call from a manager. Whoever i spoke to had little or nothing to say to help with what is going on. They are literally holding several XXXX dollars of my income XXXX, yet I am being treated as a criminal!! I want to shut down this account and get my money back and having nothing more to do with this account. I am also tempted to take legal action against them.
Company Response:
State: FL
Zip: 34234
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I did a mobile deposit on XX/XX/2022 and it was for {$2000.00} from a XXXX XXXXXXXX XXXX I signed up for online. I was told it would be available on the XXXX and when I went to check my account to see how much money I had available not including the deposit I made, my account was locked online and I have had no access to my direct deposit from social security or any other money. I went in person on XX/XX/XXXX to the XXXX XXXX XXXX Key bank XXXXXXXX and sat down with the Bank manager and she verified my identity and took copies of everything that I had for the mobile deposit I made. I have been locked out of my account for almost two weeks now. The bank manager told me since I went in there and showed ID in person it would expedite the process. I have called several times since I went in and they have no information and said I have to go into the XXXX XXXX branch in person because they are the only ones who can un freeze my account.
Company Response:
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2022-12-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX, I attempted to pay KeyBank in my member portal for {$290.00}. When I submitted the information to their system. An error message came up that says wait 5 minutes and try again. So I stayed on the site and tried to make the payment after the wait when I went to make the payment this time. I entered {$300.00}, and the same thing happen. The system told me to wait five minutes and try again. On the third attempt, I waited a little more than 5 minutes and tried to make a payment for {$300.00}. The same thing happened for the third time. On XX/XX/XXXXh, I got three emails saying thank you for your payment for three separate payments. So I immediately contacted the Lender on Monday and explain what had happened and what the message said. The lady on the phone said that they would refund the money and could not explain why it gave that error but could see three separate payments. On the 21st, my bank charged me an overdraft fee, so I contacted the bank again and said I don't have the money back in my account, and now I have a fee. The person on the phone said we are giving you the money back, but we won't pay the fee. These people are liars, and the issue was within their system, not from me overdrawing my account.
Company Response:
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/22 I deposited a check that turned out to be fraudulent from a scam. I was told I was hired by a company called XXXX to work from home and they sent me a check for what was supposed to be for a laptop with software on it to perform the position from home. Once the money hit my account, the scammer told me to XXXX and XXXX XXXX people and then my KeyBank account was restricted due to suspected fraudulent activity. I have made a police report to record to incident and KeyBank is not doing anything to reimburse the money that shouldnt have ever been deposited since it was fraudulent. Im now out the money I had in my checking and savings account.
Company Response:
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I entered a verbal agreement to exchange currency with a person over XXXX. He agreed to send me {$27000.00} first, then I would send equivalent amount in XXXX to a XXXX a/c designated by him. On XX/XX/2022, he sent me an image of wiring ( the exact subject transaction ). On XX/XX/2022, the subject wiring was settled and that amount became fully available in my account, and then I followed thru by wiring XXXX XXXX to the account designated by him. After learning that the subject transfer was a suspected fraud from Key Bank on XX/XX/2022, I filed a police report with XXXX XXXX. I also reached out to the XXXX bank that I wired XXXX from, and asked them to recall my wire, but they told me it was too late to recall that wire transaction. At this point, I stand to lose all of the {$27000.00} if you return the money to the sender and I would become a victim of either fraud or misoperations of banks. I have tried many times since my account was blocked, reaching out to KeyBank customer service, fraud department and the XXXX branch where my account was opened. Despite so many different phone calls, no one in Key Bank had ever told me that there was fraud on this incoming wire or asked me about it. This transaction is part of an agreed currency exchange of XXXX currency and USD with this person. And I already wired the XXXX amount equivalent to {$27000.00} to the person as per the agreement, after I saw this income wire of {$27000.00} was settled on XX/XX/2022. If you return this wire, I would lose all of {$27000.00}. I opened a police case on this potental loss with XXXX Police in WA. The case # is XXXX. I now urge your bank to honor the settlement of this wire transfer and unblock my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We reported a fraudulent charge, to KeyBank Fraud Services, of {$3000.00} on my KeyBank credit card in XXXX of XXXX. The charge was listed as being a " convenience check '' cashed for {$3000.00} and carried a " convenience check fee '' of {$120.00}. The KeyBank Fraud department was unable to provide a digital copy of the cashed check, to confirm signature, but informed us that it was written to a XXXX XXXX for home improvement. Suffice it to say that we do not know a XXXX XXXX and we have not been undertaking any home improvement projects. We live in a rural mountain area outside of XXXX, CO and our mailbox is in a row of boxes along XXXX XXXX XXXX about XXXX mile from our house. During the pandemic, we did experience mail being stolen from the box, so I suspect that the " convenience check '' was likely XXXX of those that banks send, as a promotion, to transfer balances, etc. KeyBank issued a " provisional credit '' to my account on XX/XX/XXXX and sent me various instructions to follow-up on the fraud, including an affidavit that needed to be notarized, etc. They then reversed the " provisional credit '' on XX/XX/XXXX. The KeyBank paperwork, including the notarized affidavit, was mailed and e-mailed to KeyBank Fraud Service on XX/XX/XXXX and assigned case # XXXX. Nothing happened, so I followed up with KeyBank and they claimed that they did not receive the originals sent snail mail. I re-emailed scans of the documents to them, and they finally acknowledged receipt of the email in XXXX. I checked in with them several times by phone and the rep on the last call said that the case was now out of their hands and that I had to contact XXXX, XXXX, or XXXX. I continue to received almost daily collection calls from KeyBank and it has appeared on my credit report. Note : The original credit card number that had the fraud charge is XXXX XXXX XXXX XXXX. They moved the balance to a new credit card number XXXX XXXX XXXX XXXX and this is the number on the current statements.
Company Response:
State: CO
Zip: 80439
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A