Date Received: 2022-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made all timely monthly payments of XXXXXXXX XXXX This loan was originated as a fully amortizing loan however the lender is applying my payments as interest only which were NOT the signed and recorded terms that were agreed upon.
Company Response:
State: OH
Zip: 44514
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Thursday XX/XX/XXXX I made a deposit into my bank account for a check from the Department of Treasury for a total amount of {$12000.00} the next day the Key bank said that the check was verified and I had an available amount of {$12000.00}. So over the weekend the funds was being spend and allocated. On Monday XX/XX/XXXX I go to make a withdrawn and they put a hold on my funds. They said the amount was a large amount and they wanted me to wait funds to be deposited. They refused to release my money to me and effected business decision that I made based off them originally saying that funds were available. They are in violation of many consumer laws and federal codes.
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I am writing today to express my deepest frustration. In XX/XX/2022, we were impacted by check fraud on our Key Bank checking account. A counterfeit check was deposited on XX/XX/2022 in the amount of {$9800.00}. The check image shows a washed check with my husband 's forged signature. None of the handwriting matches either of ours and the payee is no one we know. We immediately contacted our bank ( Key Bank ) to let them know the issue. This is when our problems really began. Key Bank stated they would handle the matter and return us our funds in a timely manner. To this day, we are still waiting for our funds to be returned. Key Bank also encouraged us not to close the impacted account even though our account number, names, and address was stolen. Key Bank ensured us that they would monitor the account for further fraud. Unsurprisingly, we experienced further fraud shortly thereafter. We then demanded closure of that account and money moved to a new account. It has been months of nearly daily phone calls to Key Bank as we attempt to have our stolen funds returned to us. We have gotten every excuse in the book from Key Bank and have gotten shuffled from person to person and department to department. This has been an incredibly stressful and disheartening process that has been impacting our day to day as the bank is holding our funds. One would think a bank would take better care of its elderly customers. It appears Key Bank has no regard for their loyal and elderly customers despite over 20 years of business. We have wasted hours of our time trying to get our questions answered and funds recovered. Not to mention the hours spent opening a new account and transferring all of our bills to auto pay with that new account. We have been told numerous times that someone would be contacting us to resolve the issue. Every time we wait for weeks and never hear back, despite our persistent phone calls and inquiries. My husband and I are healthcare professionals and do not have the time to spend fighting with the bank. This unwanted distraction has severely impacted our quality of life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44406
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a checking account called " Loyalty Checking '' at XXXX XXXX on XX/XX/2022. I sent {$2500.00} from my other account at XXXX XXXX on XX/XX/2022. As of morning of XX/XX/2022, I had no issue accessing my new account at XXXX XXXX, and this {$2500.00} from XXXX was showing as pending at XXXX XXXX. However, on XX/XX/2022, this amount stopped showing at XXXX XXXX. I called customer service at XXXX XXXX and was told that this transfer from XXXX was rejected by XXXX XXXX, and will be returned to XXXX in 5-7 business days. This alone didn't make sense, but it only got worse when XXXX XXXX all of a sudden restricted my account the next day, on XX/XX/2022. Since then I haven't been able to even log onto my XXXX XXXX account. I called customer service again multiple times to ask what was going on, but XXXX XXXX only told me that their back office was looking into something, without telling me what exactly they are looking for or looking at, and they would get back to me via both mail and email in 5-7 days. As of XX/XX/XXXX, I still have not heard back from XXXX XXXX on ANYTHING and still can not access my account. Moreover- the worst part is that this {$2500.00} that I transferred from XXXX to XXXX XXXX on XX/XX/2022 is completely XXXX.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Key Bank. My ex-wife lived in our home from XX/XX/XXXX to XXXX XXXX She did not pay the mortgage during this time. I moved back into the home back in XX/XX/XXXX. The mortgage had gone into foreclosure, so I filed a XXXX XXXX in order to save our home. Key bank had sent in an amended amount owed of {$58000.00}. The XXXX XXXX trustee sent {$1000.00} per month to pay off the mortgage arrears until XX/XX/XXXX when I paid off the remaining {$31000.00} due. The money was posted in XX/XX/XXXX and XX/XX/XXXX bringing my Mortgage current and removing the foreclosure. I continued to make my monthly payments every month via the Key Bank phone pay system until XX/XX/XXXX. I attempted to call in and make my usual payment but it said the system was unavailable. I called a few more times and now it would just transfer me to a live rep that wasnt available. I decided to mail in a payment for the first time. Not seeing a credit posted to my account I called in and again couldnt get in. I called customer service XX/XX/XXXXXXXX XXXX on the way to work and I was told my payment was likely sitting on someones desk since my account had a hold on it because it was 94 days past due!?!?!? She said I couldnt make just one payment. I was shocked and said Im current I check my account every month I make a payment. The only payment that didnt post was for XXXX and thats because of the hold. All my statements show me current! I panicked because I just paid off the foreclosure and I was being threatened with another one. I knew I wasnt late but didnt want to go through that again so I paid the {$6300.00} on the phone that day. I was told to call back in a couple days after the payments post. Once posted it should be corrected if my account was current. I called back on XXXX and the rep said she couldnt see my statements but a supervisor could. She checked and he confirmed he could see my current statements. On that call she said she could see payments posted to principal instead of a payment and that could have caused the appearance of late payments. She said it would be updated and I would hear back in a few days. I never heard back. I have called and spoke to over 20 different people at times being left on hold for extended periods, transferred around and " disconnected ''. I have spoke to customer service, collections, loss mitigation, gone into a branch and received a call from Key Bank Executive offices. On XX/XX/XXXX I made another {$2100.00} payment because I didnt want a 30-day late payment. Thats {$8500.00} in one month on a current account! XXXX from the executive offices had called me back on XX/XX/XXXX and showed concern and empathy which gave me some comfort this would be fixed. As of XXXX I have not heard back from her. I called in today and requested to speak with her but she also was unavailable. I gave my information to another rep who would pass along that I called I received a notice in the mail from Key Bank that if Im receiving financial hardship I can call XXXX XXXX at Loss Mitigation. She would be my single point of contact. Options for assistance are : Refinance Modify loan terms Forbearance which temporarily gives more time to pay a payment-I asked for this option and was told this was only available for issues due to XXXX. Nothing on the notice says that!! Or- Sell my home : Not looking to sell in the winter when the market is down. Bottom line is Key Bank calculated what owed and corrected that amount with an amendment. I paid off all the arrears and paid all regular payments due. Key bank is trying to capture additional payments either by and error in their prior calculations or by intentionally overcharging. My standard payments were current and I paid off the arrears/foreclosure in full. There is no way a mortgage company would release a foreclosure if a mortgage is 94 days past due. This is highly unprofessional and illegal. It also has caused extreme stress and anxiety. And making {$8500.00} worth of paymnets in XXXX month completely crushed us. Its the Holidays and XXXX. Do you know what this does to a family! What kind of company does this to a family at the Holidays to a man who paid off all the arrears after being down {$58000.00}. And still made the {$2100.00} payment! I need this resolved immediately. XXXX XXXX XXXX
Company Response:
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Wednesday, XX/XX/2022, at approximately XXXX, I entered into XXXX XXXX, located at XXXX XXXX XXXX XXXX XXXX XXXX Ohio XXXX in order to make a withdrawal from my account. When I asked the teller for the requested amount of {$3000.00}, she began looking through my account to see why I did not have a debit card. When she noticed that my debit card was still in transit, she emailed a co-worker to her cubicle to talk to me about how they can not give me a card here at the branch, when I did not ask her for one in the first place. She and the male co-worker continued talking to each other for about 10 more minutes before asking me to sit down because they could not find a person in the office to help them. I was then asked what I needed the money for and at which time I informed them of my financial obligations, but it must not have been good enough. Because I was told that I can not withdraw the money on the account. When I asked if the account had a hold on it, the teller said " no, but they shouldn't have given you your money like this ''. I said to her that the check I deposited online was a U.S. Department of Treasury check and that it was a valid check that I am able to withdraw. She said, '' we don't know that since you did this online ''. I said, " are you saying that the online system can't tell a real check better than a human eye? '' and she did not respond with an answer, except to say that " They should not be able to let you have any money from this account so soon ''. I responded by saying, " yes they should have because the check is valid from the government ''. She then said that she would not be able to help me get any money today and when I asked her again if there was a hold on my check and I informed her that if she is insinuating that the check was a fake then I have the original check on me. I pulled the check out of my purse and set it on her computer, which she said, " I don't need to see that '' and she took the check and flippantly dropped the check back down on her stand without looking at it. She then became mad at me as I told her that she has found every reason not to do her job. I told her that " I have worked in the system ( government ). I have a XXXX XXXX XXXX in XXXX XXXX XXXX. And I have never seen anyone who thinks that they can just treat people any kind of way with disregard for others ''. While I was bantering on, the co-worker asked what bills I needed to pay today so he could give me an amount less than what I requested. I told him that all is going to bills, but I could do half, however she became angry and said, " You get no money today! '' She then picked up her phone and walked away from the co-worker and I without stating that the conversation was over or that she would work to resolve the situation. I had been waiting there for 45 minutes by this time just to withdraw monies for my child and I 's living. I went to sit down, but realized that the general manager had asked me if I needed help sometime in between sitting and standing while waiting for a blatant refusal to perform job duties occurred. I told him politely that I was waiting on a withdrawal approval. I realized I had an appointment that I was, at the time about to be late for so I was told by the co-worker of the girl that I could call the general manager and by that time, I was frustrated because I was going to be late for my doctor 's appointment, so I told him that he would hear from me. Her name was not given to me when asked. She is young with long brown hair and was wearing a hoodie. I called XXXX XXXX, the branch manager and left him two messages at approximately XXXX stating the situation described above and that there were no holds on my account. I then called XXXX at Key Bank Customer Service and asked her what the withdrawal limits were in a branch and if my account had a hold on it and she said no. I called XXXX XXXX back and left the second message stating that I was disappointed in them and that there is no hold on my account and I should be able to get monies out. So, around XXXX, I was on my way home from the hospital and drove past a Key Bank and decided to stop. When I did, I asked to withdraw {$3500.00} and the teller was polite at XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX, Ohio XXXX however after she was about to give me the funds, she said there is a restriction placed on my account. She said I need to talk to a rep to withdraw. So I met with XXXX XXXX and he told me I had to call Fraud myself at ( XXXX ) XXXX XXXX. I did and was told that the bank needed to do this and not the consumer. On the phone, it was stated that I received check with my daughter 's name on it from Social Security. I was asked why I was getting this check, what is the reason she is on the check, and why the amount is what it is ( {$6700.00} ). With my XXXX XXXX XXXXXXXX, I had to explain to them how I worked into the social security system and became XXXX. In addition to me being XXXX, my child is able to receive funds from my claim. He told me that I am a payee and I should get her an account. I said, " okay '', but " why am I not able to withdraw funds from the account now? '' I did not receive an answer. He said that the rep said that they were unable to do anything now, but they will set me a call for around XXXX so that we could meet about it to get the fraud restriction removed. I was called and XXXX XXXX left me a message and told me that I needed to come in and open a new account in my daughter 's name. I called back to get clarification and he told me that the block was removed after I asked him twice and he told me that he would be off tomorrow Friday, XX/XX/2022 and that XXXX will be able to make my daughter an account. The issue here is that I was refused the ability to initially withdraw funds from my account prior to the incident with the female teller at XXXX. My daughter 's name is on the check however, it is payable to me and will be spent on her accordingly, however this is not and should not be the concern of a first level, or second level employee. I should not have had to get upset at someone finding a reason to not give me service. I should not be stalled just so someone can find a reason to deny service. And when I called the bank today ( XX/XX/2022 ) the customer rep said that the restriction is still on the account for fraud. So in other words, it was made clear to me that if I don't make an account for my daughter with them then they will make it look like I frauded something. I even faxed my Social Security notice of Award and Action to validate that the check was valid. They did not state how I had to cash it. And, the banking did not put restrictions on the monies when I went to get it withdrawn. I feel unwelcomed, unduly harassed by this situation, and I am realizing that this is defamation of character. I think it is because I am XXXX XXXX XXXX, and of lower XXXX status at this time. But, it was not always this way. I have made a definite mark on society by helping those with mental health and substance use disorders, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This teller was wrong. She used her power to influence others in her position to think a malicious thing about a complete stranger in order to heal her hurt feelings that she provoked in the first place by simply not doing her job. I am upset and humiliated that I had to explain my life story once again to people who don't owe me anything but their job description and to whom I don't owe anything to because I have paid my service to this great country. Due to my XXXX I had to leave my wonderful employment, my home, and other great memories and I should not have to have a millennial stand there and tell me what I should and should not be getting just because she saw the amount I wanted and what it was in my account. That should not dictate how someone is treated, nor how she acted towards me should be something that Key Bank wants representing them. And I believe all involved with this should have step consequences on them because it was her wrong thinking that got all of us in this situation. Now, my daughter is without her resources, because the teller was mad. I now have a fraud written on my account for a reason that is unknown to me. Is the check a fraud? Am I a fraud? I gave them proof of the check. The check was already cashed and in my account. Why is someone able to go backwards to put restrictions on someone simply because they do not like them? And she made her mind up that she wasn't going to allow me to withdraw the moment I got to her window. Thank you for your time and consideration in this matter. I look forward to resolving this matter.
Company Response:
State: OH
Zip: 44139
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have documents of my security freeze placed XX/XX/2021, with extended fraud protection. but still see inquiries on my account, as a Victim of fraud, Key bank, XXXX and other institutions, used and complied incorrect information about mw with out letting me make corrections to these accounts that did not seem recognizable. these companies did not investigate this mater as I have a written letter to the data furnishers that the information I had got verified with notary did not match their records, there fore they are resorting to report the wrong information. this led to Injury to my credit report and credit score. FCRA Section 604 ( A ) ( 3 ) was violated I can show all corresponding documentation for letters and how they have not changed the correct information for this I have been denied finical services in the pass and housing options. This creditor/Collection agency, failed to report a disputed debt to the credit bureaus. Protection under the FDCPA FDCPA Section 807 ( 8 ) I demand KeyBank complies or i will be using all documentation as evidence to show in court I have documents of my security freeze placed XX/XX/2021, with extended fraud protection. but still see inquiries on my account, as a Vitim of fraud, Key bank did not investigate this mater as I have a written letter from the data furnishers that the information I had got verified notary did not match their records, there fore they are presorting to report the wrong information. this led to Injury to my credit report and credit score. FCRA Section 604 ( A ) ( 3 ) was violated I can show all corresponding documentation for letters and how they have not changed the correct information for this I have been denied finical services in the pass and housing options. This creditor/Collection agency, failed to report a disputed debt to the credit bureaus. Protection under the FDCPA FDCPA Section 807 ( 8 ) I
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
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: I was advised by Key Bank to cancel my credit card and open another one, with a different number, to stop a fraudulent recurring charge. The customer service agent promised that " there can be no charges on this card number from this day forward. '' Shortly thereafter, Key Bank allowed XXXX XXXX to charge {$750.00} on the old card number. My XXXX XXXX account was on manual renewal, yet Key allowed it anyway. When I contacted Key to find out why they would allow a charge on a closed account number, Key claimed that I authorized the charge. I did not authorize the charge. Key refuses to take any responsibility. This charge was not authorized, and ironically, when I talked to XXXX about the charge, they refused to refund, and they canceled all of my subscriptions. No subscriptions, even though they got paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43082
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX was sent to XXXX XXXX XXXX ( a scam school ), I didn't realize the school was a scam and the bank should have given me an alert or signal about this fraudulent school. If a banker had pulled me aside and just discussed it with me. I might have made a better decision.
Company Response:
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2022-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I deposited a payroll check from my employer. My employer has more than XXXX employees and has a multi XXXX dollar XXXX XXXX XXXX The check was an official check drawn on a XXXX XXXX account. I used the mobile deposit and once I put in all the information and took pictures that were excepted of the front and the back, the app stated the funds would be available at XXXX XXXX on XX/XX/2022. That was perfectly acceptable and I have deposited previous checks and the funds were available at the time stated. As soon as I hit the submit button to finalize the transaction the date changed to XX/XX/XXXX giving an explanation that the funds were unlikely to be collected. I have called multiple times about the situation over the last several days. l Have been told by multiple people that XXXX the Bank is required to place an extended hold on all checks. Even after I stated I knew that was not correct they continued to state this. I then spoke with a manager and ask her to call XXXX XXXX and verify that the check had already cleared as my human resource department had already done so earlier today. That is when a manager of the bank told me that banks dont call other banks. I knew this to be untrue as well. I called XXXX XXXX who also stated why dont they just call us and get the verification and release a hold. After telling XXXX XXXX what KeyBank had stated they said why dont you just give them this number thats exclusively for banks to verify phones. I have done so. My bank continues to say theyre not allowed to call other banks to do verifications. I believe I am a victim of some sort of scam and having my money stolen.
Company Response:
State: NC
Zip: 271XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A