Date Received: 2022-11-12
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: Disputes that were not addressed from Executive team to their excuses and pretending not to understand the simplest things have been pathetic to deal with. Timeshares.have taken advantage of below and Keybank hadnt even tried to figure out what the actual charges should have been. So as waiting for credits and no resolve from KeyBank I am left with these charges of either over billing when card was just put down for authorisation of reservation but paid threw XXXX however hotel also charged for the same room same night. This is a big problem especially for XXXX that I will do a separate complaint on. With the charges all totalling {$1200.00} the course of action next will be to file small claims on line against Keybank for disputes they didnt even look into or try to understand. Negilence has run streamline with executive team and Disputes Department. Recently, reversal of lastest claim XXXX is just one of the many extra charges that should not have been billing directly, and XXXX makes cancelation policy not XXXX XXXX. Keybank disputed it never called anyone as XXXX confirms or did anything but see that the card was present. Of course it was present it was used as a check in for hotel authorisation only, not collect the room from that card as well even though you have already gotten paid by the 3rd party XXXX vendor website where hotel was booked. Amount of this Purchase {$98.00} Paid already by XXXX on shown XX/XX/XXXX Same again happened in XXXX XXXX also charged in addition to the 3rd party vendor XXXX XXXX XXXX XXXXXXXX XXXX GIVEN CARD FOR INCIDENTALS but charged for room as well. These hotel merchants are making up for pandemic and everyone stayed home I guess. But you would think that Keybank could get something as simple as this but they didn.t The XXXX never even got put in disputes. Reversed charges without any notification or inquiry request of XXXX, XXXX, XXXX and XXXX on merchandise not received from overseas call center, no correspondence sent for these charges due to time frame, how convenient, this should be noted this banks strategy on disputes take months hearing back and they dont even know about the incident because they dont need to, they are just going to say too late. Not if I file a small claims court against them it is not. Disputes department needs to address the Credits still waiting on were services were canceled or unavailable. XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX returned item never credited back to account, with card change, even though I have given merchant the new card number to credit if possible. The XXXX the last dispute on this page, disputes just said they dont get involved with merchants discounts. There was to be no charge period, points were redeemed and paid the entire of the night stay, but this was too difficult for disputes or even account executive team to understand or do anything to review, Due to these aggravations, and very little accomplishments with credits not refunded or disputes unsolved we have kept this account open continued to pay the interest fees.It should be noted that Keybank has this card as a secured card so they have funds for the entire account of {$700.00} that is why Federal Trade Complaint is to be reviewed, as the account was not ever treated fairly or with concern. THIS CREDIT CARD HASNT HAD ANY ASSISTANCE WITH EVEN CONTACTING VENDORS OR THE ONLY CREDITS THAT HAVE APPEARED ON THE ACCOUNT WERE THE ONES WHERE I CONTACTED THE MERCHANT, over and over until credit was applied to account with at least some of the credits. Keybank even failed to even read the comments from the Manager at the site, with her emails sent to keybank they did not ever charge XXXX well from the looks of it we were below. Friday, XX/XX/XXXX, XXXX Name XXXX XXXX XXXX XXXX Amount of this Purchase {$180.00} charged twice Keybank has this information and did nothing. Card used to make this purchase XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX How this will appear on your statement XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX never at a bar dont drink. XXXX XXXX XXXX XXXX This charge came after giving credit card to hotel. Amount of this Purchase {$40.00} Card used to make this purchase XXXX Merchant Address XXXX XXXXXXXX XXXX XXXX Merchant Type Friday, XX/XX/XXXX Points used for these charges, no charge should have existed. Merchant Name XXXX XXXX XXXX XXXXXXXX Amount of this Purchase {$130.00} Card used to make this purchase Merchant Address XXXX XXXX XXXX XXXX XXXX Merchant Type How this will appear on your statement XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thursday, XX/XX/XXXX XXXX was paid by points, no card on file should have been charged this was a free night. Merchant Name XXXX XXXX XXXX Amount of this Purchase {$100.00} Merchant Address XXXX, XXXX XXXX Merchant Type Never Put into disputes even though requested within time frame.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Write a check for {$1900.00} on XX/XX/XXXX, called Key Bank to put stop payment on check, fee of {$34.00} was debited out of said account for service. On XX/XX/XXXX, the check was cashed out of my account. Key bank is refusing to immediately put the money back in my account after they see that they are in error.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I have contacted XXXX, ( State of Illinois Department of Employment Security ), numerous times regarding benefits that have not been paid to me. After almost XXXX years of finally verifying my identity with XXXX, they notified me that my benefits have been paid long before and money was sent to a prepaid KeyBank debit card. I contacted KeyBank, at ( XXXX ) XXXX, and provided the information XXXX provided me. They asked for my social security number, which I gave, and they provided me with limited information but stated that there was a card in my name and was used regularly and had a balance of XXXX dollars, {$5.00}. I told the representative I spoke with that I never ever received any such card and thought my money was going to be sent to my checking account which I provided XXXX in XXXX. She then closed the account, changed the mailing address to my current one, listed above, and mailed out a card without verifying my identity. She claimed on that phone call that the disputes would have to go back starting XX/XX/XXXX, when the XXXX benefits started being sent and said she will start the dispute process and to call back to check status within a couple of weeks. After a couple of weeks, I called back, and no such dispute ever started, and that representative told me I was given the wrong information. At this point I started now taking notes of every phone call I made so I have a record in case this needs to go to court. I was transferred and connected now to the actual dispute department, phone number : ( XXXX ) XXXX. On XX/XX/XXXX, the dispute department stated they can not start a dispute until I verified my identity. I emailed, at XXXX, copy of my XXXX XXXX bill, which was XXXX of the options to verify my address identity. I did not receive any response to that email but called in to confirm they received it and claimed they did not but have copies email XXXX. On XX/XX/XXXX, I once again sent another email and copy of my XXXX XXXX bill and once again no response and when I called now I was given information it was sent to the wrong email address and to send now to another email address, which is : XXXX. I have sent numerous emails to both these emails since each has been giving me XXXX of them. These are all the dates I sent emails to both email address they provided me : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. In between these emails I spoke with a Supervisor named XXXX, who was on the phone for about an hour with me guiding me on how to try and email picture copies instead of pdf copies of either my auto insurance bill or IRS letter which I also receive at this mailing address and finally received an approval email but the dispute department claims that was for a replacement card and told her I already have a replacement card, that email was sent to proceed with the disputes and not a replacement card. During this phone call I was laughed at trying to explain it, but the email clearly explained in detail that for which the documents were sent. I also sent a copy of my drivers license at this point which was not even an option on the list I was provided. On XXXX XXXX I made once again another phone call and talked to a XXXX from disputes department and now was finally given another way of sending in my bill and identification to a fax number. At this point this will be my last draw, this has been going on far too long and I have verified myself many times, they even mailed out a replacement card before verifying me. After verifying myself the XXXX time I was given another card. I faxed and mailed, by certified US mail, these documents, including this letter, as proof of my identity and mailing address. I have attached a copy of my current XXXX XXXX XXXX XXXX and a copy of my Drivers license as proof of my identity and proof of current mailing address, which XXXX replacements cards have already been mailed to. Ive also requested copies of all statements regarding this account and as stated per our phone call conversation and I have not received full statements of the account or money amounts sent by XXXX. On XX/XX/XXXX, I called Key Bank disputes department again and was told the money was put on the card the mailed me out but reversed because I again failed the verification process. Which again makes no sense how are you mailing me out multiple debit cards if I am not verified?
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am an XXXX who issued two direct deposits to a Key Bank account belonging to an employee. XXXX deposit was for the amount of {$510.00} and the other amount was {$510.00} I issued these XXXX transactions on Wednesday XX/XX/2022 along with regular payroll issued to nearly XXXX employees. All other employees who have other banks received their funds on Thursday XX/XX/2022. The Key Bank account holder was told that funds would not be made available until Monday XX/XX/2022. I spoke with the Key Bank consumer department at XXXX MST on XX/XX/2022 and was told that although Key Bank XXXX indeed receive the funds, they would not make those funds available to the account holder because today is a federal holiday. Key Bank insisted that the settlement date was XX/XX/2022 which is not correct as the funds were issued XX/XX/2022 with a settlement date of XX/XX/2022. I escalated the call to a supervisor who informed me that although they are able to verify that they did indeed receive the funds, there is no employee of Key Bank who has the ability to make these funds available to the account holder. I issued the XXXX XXXX day early in order to ensure that all employees were paid on time. Key Bank is in violation of Federal law in delaying the availability of these funds.
Company Response:
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I went to a KeyBank branch to initiate a bank wire to pay for products for my business. Because of a bank error the funds were never sent and they have cost me thousands of dollars to fix the banks error. They admitted that the problem was their fault but have taken XXXX action to fix the problem. The manager of KeyBank has been ignoring me and will not return my phone calls.
Company Response:
State: UT
Zip: 84037
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: my personal bank account was blocked when someone filed a fraud claim against my account due to " merchandise not delivered ''. The transaction originated XXXX XXXX ( amount {$580.00} ). opened a claim first week Of XX/XX/XXXX. {$510.00} was debited from my account -- This client continued to transact with my company and did not disclosed any issues. I have submitted proof of delivery, tracking numbers stating the items were delivered XX/XX/XXXX,, a sworn statement and a copy of demand letter sent to this person to revise the chargeback/settle payment. I have been a loyal keybank customer since XXXX. I am not the scammer here, yet this has caused me so much inconvenience, including multiple trips to the bank, multiple calls to the bank, emails and also, my paycheck goes through this account, I was not able to access it, I had to go to the bank for them to unblock my account for few minutes while I transfer my money to a different account so I can access it. I don't know what evidence the other person provided to them, this person is also denying she filed a claim with her bank, she even said '' the bank got it wrong ''. I told the bank about this. I called the bank yesterday and was told this is still under review. i am hoping this get resolves soon. I hope this person doesn't get away with $ XXXX and $ XXXX worth of merchandise for free.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, My wife and I applied to refinance our existing loan through Key Bank on XX/XX/XXXX. Our home was originally appraised at over XXXX XXXX on or around XXXX. The current loan was around $ XXXX when our application was taken. Our home address is XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. The appraisal value done by XXXX XXXX has reported a value of {$700000.00}. Initially, XXXX XXXX XXXX took our application in a secure portal, and later in our process, he needed help to show the correct income on our application. Then our loan was transferred to XXXX XXXX, and XXXX XXXX reviewed our loan process. The lender ( Key Bank ) authorized an appraiser to start our loan process, and we paid the appraisal fee. Our appraiser was XXXX XXXX XXXX, with license number XXXX. At this point, with our complaint, his license is revoked by The State of Oregon. The long story, XXXX XXXX bodged our appraisal by misrepresenting the actual value of our property, not reporting the correct square footage to the lender, and not correcting the report when he was asked to revisit the property. The Lender, Key Bank, refused to send another appriser and to make it right. They asked me to fill out a report stating the discrepancies and advising me that this was the only action that may occur. They discriminated against giving us a mortgage loan while our income and credit scores were and still are in high percentages. When our application was taken, the interest rate was on or around XXXX XXXX, while our existing loan is around XXXX XXXX. They refunded our appraiser fee and refused to give us a Mortgage loan. XXXX XXXX Mortgage Loan Officer NMLS # XXXX Office : XXXX Fax : XXXX Mobile : XXXX XXXX XXXX | XXXX Mortgage Assistant Vice President | Mortgage Loan Officer Office ( XXXX ) XXXX | Fax ( XXXX ) XXXX | Cell ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX After lengthly back and forth communications, we were told our home did not appraise to make the loan and the lender did not initiate a qualified appraiser so we can see what the true value for the property was.
Company Response:
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2022 I was alerted by XXXX that " my credit card '' application was under review. I did not apply! My information was released by Key Bank XX/XX/2022. The Bank offered credit monitoring, which I already have in place. When I called them to advise that I didn't apply, but wanted them to correct the 10 dark web locations my details had surfaced. They offered another credit monitoring service. I advised I was looking for payment of services to clean up/ delete and remove my personal information from the web that had been leaked by them. They advised not an option. It's $ XXXX per XXXX website XXXX I did call XXXX credit card XXXX, Key Bank and XXXX to advise of the fraudulent use of my information to attempt to open this account.
Company Response:
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was given a loan estimate for a home mortgage by XXXX XXXX, I was interested in a XXXX interest rate lock. The terms were favorable so I applied for the loan and payed {$500.00} application fee. When I went to lock the rate, the fees associated with the mortgage and interest rate lock were very different than the estimate initially provided. This was because in the original loan estimate XXXX XXXX had provided, demonstrated an origination fee of 1.406 % ( which did not reflect the XXXX rate lock ) and in the final estimate the fee was 2.906 %. I explained to XXXX had he been transparent with the fees from the beginning, I would have never applied for the loan with his bank and I would not have paid for the {$500.00} application fee. He stated that the application fee is not refundable. Essentially, he provided false and misleading information. I paid an application fee based on that false and misleading information. I have extensive correspondence via email and text that I am willing to provide to corroborate my claims. XXXX XXXX mislead me regarding the fees associated with the loan. Didn't provide an accurate estimate, provided an estimate for a financial product I wasn't interested in and led me to believe it was going to be similar for the financial product I was interested in.
Company Response:
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
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: Disputed Credit Card Transaction on XX/XX/XXXX - XXXX Hotel Reservation {$180.00} Case # XXXX XXXX. I booked a hotel reservation for one night at the XXXX XXXX XXXX XXXX in XXXX, Kentucky for the night of XX/XX/XXXX checking out on XX/XX/XXXX. My company, XXXX, then changed the date of the business travel to the following week for the night of XX/XX/XXXX checking out on XX/XX/XXXX about a week to ten days after the original booking. 2. I contacted the booking hotel reservation service about a week later on XX/XX/XXXX in an attempt to revise the hotel reservation for the same hotel, same location to the XX/XX/XXXX which my company changed as soon as I received notice. This notice and contact was still at least a month to 6 weeks out from the hotel stay that I was attempting to book/change. 3. I requested a change at that time on XX/XX/XXXX and when they declined to make the change to the new reservation date, I then requested a full refund speaking to both the call center representative as well as several supervisors to voice my displeasure, the poor customer service, and deceptive practices. 4. I do not have a documentation to support the terms of the agreement. This was not provided by the vendor. I only received an email with the original reservation details. 5. Provided as available. 6. I do not have a cancellation confirmation number since they declined during the phone conversation to reimburse me for the charge or change the reservation to the new date. 7. I do not have a supporting documentation that a credit is due since they declined during the phone conversation to reimburse me for the charge or change the reservation to the new date as per my original and preferred request.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A