Date Received: 2023-12-16
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Please refer all my complaints about Keybank : XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX I had a checking and savings bank account with Laurel road bank. It's Keybank. I have my salary direct deposit in this account. Since XXXX XX/XX/XXXX I am not able to access this account. Whenever i tried to login I am getting this message : This is the message I am getting Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXX or TDD/TTY XXXX that i need to call the bank. Laurel road bank is strictly an online bank so I can not go to some branch to do these transactions. Today I got this letter from Keybank stating that they had charged {$20.00} overdraft fees into my account. Any reasonable person can understand that if the customer is not having any online access how come they can address these kind of issues - overdraft fees etc... Moreover Laurel Road Keybank is strictly online bank - so i can not go to some bank branch and do this work. I want my {$20.00} overdraft fees to be returned back to me.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023, I opened new Key Select Checking and Saving Accounts with Key Bank. Banker applied bonus codes for both Checking and Saving Accounts. After several days, I was contacted by the banker that they applied the wrong bonus code for Checking Account and they closed and opened a new Checking Account with the correct bonus code applied. They confirmed via email that I should get new account bonus for both Checking and Saving Accounts. Recently, when I contacted Key Bank to ask about new account bonus ( {$300.00} ) for Saving Account, they just found excuse to not give me new account bonus.
Company Response:
State: WA
Zip: 98074
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My husband deposited his check into my account and they immediately froze my account and would not unlock it today. They made me send all personal information and even a notarized document stating that my husband could deposit his check into my account I spent XXXX hours on the phone for nothing to be resolved and for them to tell me they could hold my check until whenever they were done resolving the issue. Laureal road bank did this.
Company Response:
State: KY
Zip: 422XX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/ I made a new bank account at Key bank in Colorado. On XX/XX/ i fell victim to fraud when a friend of mine asked me to cash a check for them in my account. I said okay and that day my account was frozen then later terminated. I spoke to a rep over the phone she said '' things like these happen all the time, and that i should just go in and explain what happened. '' well, now Im on a hot list and trying to get off of it so i can get my direct deposit working at my job but i cant because of this fraud error Im getting. I need help in the process im supposed to take.
Company Response:
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: *Note : It does not appear that Laurel Road is on your list of companies accepting complaints. Key Bank, their parent company, is on the list. I've therefore selected Key Bank on the following page, but to be clear, all of my interactions thus far have been specifically with Laurel Road. On XX/XX/2023, I was approved for a Laurel Road High Yield Savings account. On XX/XX/2023, I deposited {$8300.00} into the Laurel Road account from my pre-existing savings account at another institution, XXXX. At some point between XX/XX/XXXX and XX/XX/XXXX, I lost access to my Laurel Road account. I was no longer able to log in through the Laurel Road website or the mobile app, both of which presented an error notice stating that my account had been restricted. '' On XX/XX/XXXX, I called Laurel Roads customer service number and spoke with an agent who informed me that my account had been closed. She said that I would receive a letter in the mail providing further information. ( To my knowledge, as of the date of this message, I have never received any such correspondence. ) The customer service agent stated that the balance of my Laurel Road account would be refunded via check to the external account at XXXX from which it had originally been transferred. On XX/XX/XXXX, I contacted XXXX to ask if they had received the check, or any communication from Laurel Road regarding the check, and was informed that ( 1 ) it was extremely unusual to receive funds from another bank via check, ( 2 ) XXXX would prefer that the funds be sent via electronic transfer or via check directly to me, and ( 3 ) XXXX had not received the check and had no record of any communications from Laurel Road regarding the check. I then called Laurel Road customer service again. I asked the customer service agent if the check could be canceled and the funds instead sent electronically to my XXXX account or directly to me via a different check, consistent with XXXX 's preference. I was told this was not possible and when I asked why, I was given no explanation. The customer service agent assured me that Laurel Road had been in contact with XXXX to ensure that the funds would be properly processed upon receipt. I then asked ( 1 ) if the check had been sent, and if not, when it would be sent, ( 2 ) when I could expect XXXX to receive it, ( 3 ) the mailing address to which it was or would be sent, and ( 4 ) information about Laurel Road 's correspondence with XXXX. A Laurel Road customer service agent followed up with me by email later that afternoon to state that the check had been issued that day, XX/XX/XXXX, and was likely to go out that same day or the following day. She stated that shipping would take 7-10 business days, and that Laurel Road had sent XXXX a hold harmless form that could be used to request more information if additional details were needed to process the refund. In a separate email that same day, a different Laurel Road customer service agent told me that the request to return my funds to XXXX had come directly from XXXX ; she did not provide further context. On or about XX/XX/XXXX, I called XXXX to see if they had received the checkunderstanding that it had not yet been ten business days, but hopeful that I would receive an updateand was told that they had not. This XXXX representative, like the one Id spoken with earlier in the month, again stated that it was unusual to receive a bank balance refund via check, and it would be preferable if Laurel Road sent the money electronically to XXXX or via check directly to me, the account holder. The representative then asked if I could provide the check number and/or tracking information so that they could keep an eye out for it. I didnt have those details, so I called Laurel Road customer service again. The Laurel Road customer service agent told me that, contrary to the email I had received on XX/XX/XXXX, the check had actually been sent on XX/XX/XXXX. I asked for the name of the mail carrier with which it had been sent, the tracking number, and a check number. She said she was unable to immediately provide that information and told me she would follow up in an email. When she did, she stated that Laurel Road could not provide me with any of the requested information. In other words, Laurel Road had sent the check ten days later than it had initially represented, and apparently had no means of telling me where it was or with which carrier it had been sent. To reiterate, at this point my account had been closed for at least a month, I had still received no explanation or written notice from Laurel Road regarding its closure, and I had been without access to the balance of the account ( over XXXX XXXX dollars ) since late XXXX. On XX/XX/XXXX ( ten business days later ), I again called XXXX to see if the check had been received. The representative said there was no record of any check or communication from Laurel Road regarding me or my account. She also told me, like the two representatives I had spoken with earlier, that the situation was highly unusual and that I should request an electronic transfer or a check made out directly to me. Immediately after that call, I called Laurel Road customer service yet again and asked for an update on the check. This time, contrary to what I had been told via email on XX/XX/XXXX, the customer service agent told me that shipping usually takes 14-15 business days, so XXXX would not yet have received the check. I explained that I no longer had confidence in Laurel Roads information given that my account had been closed abruptly and without notice, and that, over a month later, I still had no idea where my money was, how to track it, or when I would receive itall due to the fact that Laurel Road had repeatedly given me inaccurate, contradictory, and/or incomplete information. I was then transferred to a resolution specialist, to whom I relayed the above concerns. I once again reiterated my desire for an electronic transfer of my account balance to XXXX or a check made out and sent directly to me, and was once again toldwithout explanationthat this was impossible. I then requested, yet again : ( 1 ) the check number, ( 2 ) the name of mail carrier with which it was sent, ( 3 ) tracking information, ( 4 ) details as to whether, when, and how Laurel Road had contacted XXXX regarding the check, and ( 5 ) information regarding why my account was closed, whether Laurel Road had sent a letter with an explanation, and, if not, whether it intended to send such a letter. Later that evening ( XX/XX/XXXX ), I followed up in writing via email to document the above chronology and reiterate my request for the information noted above. It is now XX/XX/XXXX and I still have not received any of the requested information.
Company Response:
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/2023, I fell victim to a multilayered scam operation orchestrated by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, with the design, development, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulent investment services, '' all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of client losses to gains. Money was transferred from my account via debit card, and through an intermediary named XXXX in the total amount of XXXX XXXX
Company Response:
State: NY
Zip: 13601
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: We have an automated.ACH transfer from XXXX XXXX XXXX to Key Bank for 4 years they have lost XX/XX/23 's payment ... XXXX assures it went thru and processed right and Key Bank denies it yet our checking account has had the money taken for the payment of {$680.00}. We have gotten the run around from Key Bank for 2 business days.. Both banks have made us do the toe to toe fighting. MEANWHILE I feel they lost, stole, miss handled or embezzled our money..
Company Response:
State: ME
Zip: 045XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Fraudulent account open up without my permission
Company Response:
State: NY
Zip: 14228
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: So Ive attempted to open an account with XXXX XXXX. They will not open my account because of negative remarks from KeyBank. It keeps saying something about checks. I never had checks with KeyBank when I had an account with KeyBank and every time I went to cash my employment check because of the amounts I always had issues so I ended up closing my account which they gave me a hard time doing that and went to bank with XXXX which Ive havent had any issues with since I also have an account with XXXX thats been in good standing for a while now as well so the report from XXXX XXXX came in. I called the people who they go through for the credit check. They told me to reach out to KeyBank. I reached out to KeyBank. Theyre saying that there isnt anything the information that theyre giving me is incorrect so they gave me who they go through when they pull credit reports contacted them. They said that they dont see anything for me to reach back out to the people who pull the credit reports for XXXX XXXX reached out to them, filed a complaint for them to look further into it and reach out to KeyBank . They sent me a letter stating that, even though when KeyBank sent me the credit report and the information that they had, I sent it to them when I Filed the claim they said that it came back. Still something on there is saying that theres something on KeyBank report and I would like for it to be removed because I closed my account with keeping. I dont owe KeyBank anything and Ive never wrote a check because I never received checks I used to cash my employment check.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A few months back I filed a complaint with CFPB for Keybank not giving a reason for not investigating fraud charges and why they refuse to credit the account with funds stolen from account. Well since I made the report with CFPB Keybank has without saying a word to me, went ahead and taken back all previously credited fraud charges to my checking account, did not even look into the fraud I reported with them, however what they did do is run up my checking account and make it negative by charging the account all of the fraud charges they credited to my account which were permint, and closed it later reporting the checking account to a credit collections company, and they did this without providing me with any type of documents or supporting reason. They completely ignored the fraud case I reported to them and simply closed the negative balanced account which also had multiple charges created by them to the account. They did this I believe out of despite against me and my reporting to your organization. Now It gets even better. Keybank did close my checking however they did not close my savings account which I was still using until I could find a new bank to use, however, Keybank reported me to the checksum banking credit company making up lies and now making it difficult to even get any type of bank account now due to there lying and miss use of power. The also went out of there way to cause me to be late with my rent causing me to be stuck with fees and missed wages due to them going out of there way to XXXX change the date on A check that I deposited on XX/XX/2023 which said the funds would be released and fully available to use on XX/XX/2023. On XX/XX/2023 I attempted to withdrawal some of the funds that were supposed to be available to access and I was denied access to the funds. I called the customer service department on XX/XX/2023 and was to that Keybank went ahead and changed the release date now to XX/XX/2023 and that my account was now in the negatives due to them releasing only {$100.00} dollars when in fact they by law are supposed to release {$200.00} the next business day. How ever Keybank took back the {$100.00} and now had my savings account in the negative {$80.00} plus- {$20.00} times three days which brought it negative to {$140.00} now due to there fees. I spoke to customer service and they said Keybank changed the date because they now wanted to verify the funds on the check. I said cant you just make a phone call to the issuing bank and verify it like that. I was told yes that could be done but she could not do it and it had to be done at the branch. Next day I went to branch and asked them the same questions and was rudly yelled at and treated horrible when I wanted to know why they could not verify funds over the phone and why they put this lock and date change to my account. I then said it seems like this was there way at getting back at me for reporting them to this organization and I swear the bank tellar laughed and said well you will never know now will you and told me to leave the bank. This is clearly a act of hate and revenge that Keybank has taken and directly attacked me for personaly. Without a dought this is 100 % revenge and this company needs to be sued and investigated for the way they are handiling this. I want them to be held responcible to the fullest for there actions.
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A