Date Received: 2022-12-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have come to the conclusion that KeyBank is openly committing accounting fraud. When I woke up at roughly XXXX XXXX on XX/XX/14, my account balance was positive. However, throughout the day it unfortunately became overdrawn. I deposited funds to get my account back in good standing. Despite this, and despite their entire ledger saying that I was never in the negative, I got charged an overdraft fee for some reason? And its not the first time I've seen this happen. I have plenty of evidence. Also someone drove their car through the XXXX branch. It has been months since it has been repaired. You guys don't. care about XXXX customers clearly.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On multiple occasions I find KeyBank locations to have malfunctioning ATM machines. I've asked local locations to address this issue as I use ATMs often and need to deposit money. I have to drive all over town to find a ATM that is in working condition. On XX/XX/2022 at around XXXX. I went to XXXX ATMs in the XXXX XXXX area ( XXXX ) as I went to the XXXX location @ XXXX XXXX XXXX XXXX Colorado XXXX I thought I was able to use the ATM as is it appeared to be functional. I put {$1000.00} dollars into a Deposit at the ATM. The machine starting showing malfunction issues. It would not give me my money back and it wasn't deposited into my account per mobile app. So I sat at the ATM for over an hour trying to see if it would dispense my cash/card. This is an ongoing problem and I had to call customer service. I was on hold for over 45 minutes as I waited at the ATM and was told there was nothing I can do. I just feel the branch should hold more accountability for servicing the ATMs on a regular basis or get new machines. I was told on XX/XX/XXXX that I would have to wait until XX/XX/XXXX for the ATM to be serviced. Meanwhile my account is not able to be used, and my money is just floating. I find this to be a huge issue and I was unable to get any contact information for the area manager or store manager. I feel someone should be held accountable for the inconvenience and reliability of the ATMs.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I reached out to Keybank around XX/XX/2022 about my card being lost/stolen. I went inside the branch explained to a customer service rep the situation. She basically said she couldnt help me and basically judge the situation said I needed to file a police report if I needed her help. Then printed me out an paper and said call the fraud line. I called spoke with them about money being stolen off my card. I explained to them XXXX XXXX XXXX was my last authorized transaction and Im missing {$4300.00} dollars off my card and that this is the second time this occurred. The representative told me that my money should be back in my account within the bank timeframe. Im not understanding how they dont send alerts or freeze a card up when its suspicious activity and i will be looking into a legal matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was paying my mortgage and putting extra on my payment wanted to pay down my loan I noticed less and less was coming off the principal and more going to the interest I called and questioned this and I was told this is happening because I was paying to early on my mortgage even though I was paying after the statement date I ask to have it revised my extra payment and have it to to the principal they did for one month call back and questioned about the other month and was told they will reimburse me never got it I called back and the lady said it was denied why she had no answer I also was trying to get the full break down of how everything was split up between interest and principal 3 different times and still have not received it I need someone to help me with this
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX, XXXX, and XXXX, fraudulent charges were made to my credit card. XX/XX/XXXX for {$39.00} XX/XX/XXXX for XXXX XX/XX/XXXX for XXXX XX/XX/XXXX for XXXX XX/XX/XXXX for XXXX I reported it to Key Bank, and they declined to refund the money, saying the orders were placed from my home computer and, therefore, could not refund the money. I can prove to them I was out of town on vacation when some of the charges occurred, and no one else has access to my computer when we are traveling. They claimed that it was impossible for anyone else to use my computer IP address, so it had to come from me. I then took my computer to a local computer service center and had them check it over. They told me my computer had been hacked and the people doing it were watching every keystroke I was making so they could and did have access to my computer. I gave a copy of the letter from the service center to Key Bank but Key Bank still refuses to refund the fraudulent charges. The computer service center reported the problem to the appropriate XXXX and software companies and removed the software that was used to gain access to my computer. I also filed a police report as requested by Key Bank. Can you please help me with this?
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: In response to my complaint # XXXX, Key Bank provided a letter dated XX/XX/2022 stating that, " As a further gesture of goodwill, we will refund additional overdraft charges of {$55.00} to the Account. This refund will be reflected on your next account statement. '' As of XX/XX/2022, I had not received the promised {$55.00} credit, so I contacted my branch manager. He stated that the branch could not address the problem and that I needed to reach out to XXXXXXXX XXXX corporate offices for resolution. I called the representative from Key Bank who wrote their CFPB response, and he stated that if I had not yet received the promised credit he would have it deposited to my account. However, he called back later in the day and stated that because the bank had refunded some fees to my account in XXXX he would not be crediting the additional {$55.00} to my account. I informed him that the letter he wrote in XXXX offered this amount *in addition to* the {$33.00} refunded in XXXX as a resolution to my formal CFPB complaint. I stated that if he was now refusing to honor that resolution, I would be filing a new complaint with CFPB. The XXXX representative stated he would look into the issue, and I requested that he follow up with me when a decision was reached. On XX/XX/XXXX, the representative called and stated that he will not provide the {$55.00} " goodwill '' refund as promised. I am therefore filing a new complaint based on Key Bank 's refusal to honor the resolution they provided to my CFPB complaint # XXXX.
Company Response:
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XXXX I sent a letter to Key Bank at XXXX XXXX XXXX XXXX XXXX XXXX explaining there never was a late payment. Even as the minimum payment varied Example { Min payment due XX/XX/2022 was {$47.00} ) the month prior it was {$48.00}. now all of a sudden the min payment was accelerated to {$120.00} due in XX/XX/2022 there was no explanation as to why. Now they have revoked the use of my card and reported me delinquent to the credit rating agency. Thus effecting my credit score. Today I telephoned to see if they had received my letter and was told they had not. I believe this is fraud perpetrated against seniors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Key XXXX XXXX account on XX/XX/XXXX with offer XXXX attached to the account. XXXX XXXX XXXX XXXX XXXX that helped me with opening the account stated that people were getting their bonus deposits very quickly within under 2 weeks. That made me happy. I changed my direct deposit from XXXX to KeyBank that same day XX/XX/XXXX. On XX/XX/XXXX I received my first direct deposit of {$840.00}. I kept my account at KeyBank in good standing. I waited for the {$400.00} deposit. On XX/XX/XXXX I decided to write KeyBank customer service via online. I was told sometimes the bonus takes 2 weeks but it could take 60 days. I contacted XXXX XX/XX/XXXX and she said I should be getting the Bonus soon. On XX/XX/XXXX I again emailed XXXX and let her know I still hadn't gotten the bonus and that it had been 60 days. XXXX replied back on XX/XX/XXXX and said, " I sent an email back office requesting the reward be credited ASAP. I am watching it for you & will keep you posted! ". On XX/XX/XXXX I hadn't heard from XXXX. So I wrote XXXX again and said, " I dont understand why KeyBank is having such a hard time honoring their offer. I transferred my direct deposit. Ive had 3 direct deposits over {$500.00}. I get paid 1x a month. I havent bounced my account in months. Still the {$400.00} bonus hasnt been credited to my account. I never had problems like this with XXXX. XX/XX/XXXX I emailed again asking, '' XXXX XXXX XXXX, is there someone at the bank that is going to be able to deposit my {$400.00} dollar bonus today? Thank you XXXX responded back on XX/XX/XXXX saying, " It was escalated to the back office, they have it & are working on it. I check your account several times a day. As soon as I see it I will reach out. '' No one replied back and no deposit. I again wrote customer service via online. I was told, " the deposit would normally take 90 days but, I would have to wait for the deposit until the end of XX/XX/XXXX for the bonus because of a tax hold on KeyBanks side. I then wrote XXXX and asked, " Is there a bank XXXX that can credit the {$400.00} bank bonus this morning? I have met bank requirements and it has been 66 days. I am being told by customer service that it will be the end of XX/XX/XXXX before it is credited to my account. That is not what the flyer that was sent to me says! Thank you. I then went to the local KeyBank XXXX on XX/XX/XXXX and spoke to a personal banker that then went and spoke to the XXXX. I was told their hands were tied and they could not deposit the funds at the branch. When I arrived home there was an email from XXXX that stated, '' I am working with a team to get this done today. I will keep you posted. That is not ok on the timeline at all, end of XXXX. I will keep you posted once we get it done. '' On XX/XX/XXXX NO Deposit or solution. So I wrote again and said, '' I have written custom service 3 times without results. I have emailed you multiple times. Yesterday, XX/XX/XXXX I came into the branch. I still dont have the {$400.00} deposit. You said this was escalated on the XXXX of XXXX to be deposited asap. How long can I be expecting to wait for this to be fixed? Thank you No response hours later I wrote again and said, '' Please respond back to me today and let me know what I should except. Thank you. XXXX writes and says, " We are working on providing a solution. With the complaint you filed yesterday, we have had to hand this over to our complaint department. At this moment we are waiting to hear back for a resolution. We will be in contact with you once we get a resolution, it could be a few days. I responded back to XXXX 's email, " Okay, so the woman I spoke to at the bank yesterday must have put a complaint in for me. I don't understand why a complaint being put in is holding up the deposit of the {$400.00}. Have a nice evening. I will not contact you again. I wrote customer service and was told to separate stories regarding the {$400.00} deposit that same evening XX/XX/XXXX. I was then sent a feedback questionnaire from KeyBank and gave my honest feedback. I was sent this email XX/XX/XXXX. Your voice matters. Dear XXXX, Thank you for taking the time to share your recent experience with us. Were sorry to hear about the challenges you experienced. We understand your frustration with not receiving the promotion during the original time frame that was shared at the account opening, as well as the delay in being able to provide the promotion until XXXX due to the tax reporting freeze that occurs at the end of the year so that we can comply with federal regulations. We strive to provide exceptional service in every interaction, and we apologize that we did not live up to that expectation. Your satisfaction is very important to us, and we appreciate your openness in providing feedback. Its honest input from clients like you that lets us know what were doing right as well as the areas we can improve upon. We're genuinely sorry for the disappointing experience you had and will look for opportunities to make changes based on what youve shared. Sincerely, XXXX XXXX Experience Leader Today XX/XX/XXXX I am filling a complaint as it appears no one at KeyBank can give me a direct answer to when I will get the {$400.00} deposit after I waited the 60 days keeping my side of the Bonus agreements offer. I don't understand why I have been treated unfairly. I don't understand why I am being descriminated against because I receive SSI from the SSA when other with different payroll deposits have gotten their bonuses deposited in a timely manner. I would like to know why they didn't deposit the {$400.00} deposit if they knew there was a tax hold deadline approaching for their bank.
Company Response:
State: OR
Zip: 97477
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was plased on a 10 day hold because somone claimed the money they sent me via XXXX on XX/XX/XXXX was fraud so now the rest of my fund have been on hold for more then 10 days and no resolution on what would be done i have all the proof he sent it but that's not the case i have the rest of my funds on hold XXXX and no answer
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: At the Key ATM, I deposited {$80.00} in cash. I received an error message. I was not posted to my acct. They gave me an XXXX number to call and file a complaint. I won't get my money back for 7-10 business days. I NEED THAT MONEY NOW!!
Company Response:
State: CT
Zip: 06512
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A