Date Received: 2022-11-02
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2022, I receive three emails from Key Bank referring to a checking account that I had opened that day prompting me to sign up for online banking services. One email referenced a specific account number with my name attached to it. The account creation date was reported as XX/XX/2022, one day after the account had actually been created. I have never banked with Key Bank. I called the bank and verified my personal information. A quick search of their records verified that an account had been opened in my name with my social security number. The bank froze the account immediately. I am still awaiting a call from the bank 's fraud department to follow up on the fraudulent activity. I have since frozen all of my credit reports. The next day, I received two suspicious text messages referencing an activation code for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OH
Zip: 44266
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On or around XXXX XX/XX/XXXX Key Bank instructed XXXX to place my student loan accounts into a CO status after Key failed to timely process a forbearance and notify its servicer and midstream collections agent. As a result, Key 's negligence caused disparate streams of information to be sent to both the borrower and co-borrower regarding the status of the loan accounts. These issues were brought to Key 's attention on or around XXXX XXXX XXXX in CFPB complaint XXXX. I suggsted as resolution, " Rehabilitate the loans and send them back to XXXX for servicing with same interest rate ( s ) and under the terms of the original loan agreement with an N-month forbearance that brings the loan ( s ) current backdated to the time of first deliquency. Release my co-borrower after six ( 6 ) months of on-time payments. '' Key responded to XXXX writing in part " Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act ( FCRA ), which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable cause to believe is inaccurate to a consumer reporting agency. Any negative reporting of the Accounts during the payment extension has already been corrected. Our review identified no errors occurred after the payment extension ended and the Accounts charged off. Thus, for that timeframe we are unable to update or remove the reporting on your consumer reports. '' The applicable portion of law that Key is referring to in their response is 15 U.S. Code 1681s2 ( a ) ( 1 ) ( A ). However, what they did not mention was the provisions outlined in 15 U.S. Code 1681s2 ( a ) ( 1 ) ( E ) which outlines rehabilitation of private student loans. Key did not address the issue of loan rehabilitation in their response to XXXX and instead claimed for the requested period they were " unable '' to change any negative annotations in my credit file. The excerpts from the Federal Code are attached.
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got a letter on Tuesday of this week,XXXX. The letter was dated XX/XX/XXXX, so I received it over a month after written. This was regarding the KeyBank data breach from XXXX and XXXX of XXXX. They said my name, mortgage property address, mortgage account number, and home insurance policy number and information was breached. I called to have my bank account that was linked deleted. They said on the phone they would do that on Tuesday, as of now, it's still not deleted. I called every day this week always speaking to someone new who said they would file a report. I requested my account number be changed as it was stolen and my financial future is now destroyed. The Executive office employees would leave a voicemail twice without calling me leaving me no opportunity to pickup. When I call right back they are unavailable. Finally I called repeatedly on XX/XX/XXXX until someone got on the phone, XXXX XXXX I asked again for my account number to be changed. I was told by a KeyBank employee that HELOC loan members were allowed to change their account numbers. I was told that KeyBank does not do this and will not. I asked them to send me a letter saying specifically why and that they refuse to do so. I called my home insurance company the day I got the letter who immediately answered the phone and changed my account number. My bank was more than happy to do it along with adding security measures to my accounts, and I completed this Wednesday. KeyBank, who was responsible for the breach refuses to make me safer. KeyBank who advertises that they are secure, and are not, refuses to protect me. Other mortgage companies are happy to change account numbers in situations like this. KeyBank, if you can talk to a real person, clearly does not have the security or business practices in line with it's customers safety. I feel extremely unsafe with KeyBank not responding to me.
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XX/XX/2021, XXXX and XXXX XXXX ( Sellers ) entered into a contract to sell their home located at XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX to XXXX XXXX XXXX and XXXX XXXX ( Buyers ) in the terms and conditions of the purchase contract that was agreed-upon the buyers and the seller was an agreement to transfer the existing solar loan to the new buyer. Throughout the escrow and inspection period, the XXXX provided all the necessary documentation to the solar company ( XXXX XXXX ), XXXX XXXX and the buyers applied to take over the existing solar loan with the solar company. Upon executing the purchase contract and opening escrow XXXXXXXX XXXX was provided with the purchase contract and all contract Addendums. On page 1 of the purchase contract it was clearly marked that there was a solar addendum included in the contracts and it clearly indicated that the solar loan would be transferred to the new buyer at close of escrow. Upon opening escrow XXXX XXXX hand delivered the solar information to XXXX XXXX along with a third-party authorization so XXXX XXXX could contact the solar company directly and facilitate the custodial transfer of the solar loan to the new buyer. Throughout the escrow process XXXX XXXX was fully aware there was a solar loan on the home prior to close of escrow. XXXX XXXX had been asked on many occasions if they received all approvals and all documents from the solar company, they did not respond, at the closing table the non-Stewart title employee who was notarizing documents on behalf of XXXX XXXX was asked again, where were the solar transfer documents in the closing paperwork, he was asked this many times and he had said the escrow officer would get back to us to confirm. Later that afternoon XXXX XXXX closed escrow on the property and never responded to the request for confirmation that the solar documents had been provided and the seller loan was properly transferred. All parties including the buyer and seller felt that they had properly transferred solar loan at close of escrow as any and all liens and conferences on the property were to be taken care of prior to close of escrow. Several weeks later all parties learned that the transfer of the solar had not taken place. The XXXX had reached out to XXXX XXXX who was the solar loan servicer for KeyBank to make sure that everything had been taken care of upon doing so XXXXXXXX XXXX said they needed a fee of {$7000.00} in order to transfer the solar along with a transfer fee, all of which should have been collected by XXXX XXXX at close of escrow. XXXX and XXXX XXXX paid the fees to XXXX XXXXXXXX and later received confirmation from XXXX XXXX that the solar loan had been transferred and everything was fine. In XX/XX/2021 XXXX and XXXX XXXX were closing on their new home and the solar loan popped up on their credit report in order to complete the new loan they had to verify that the solar loan has been completely paid off their new mortgage lender XXXX XXXX, XXXX XXXX reached out to KeyBank the actual investor of the loan and got confirmation that the solar loan had been closed and there was a XXXX balance. This information was verified by a third party as well XXXX who validated that the loan had been paid in full and assumed by the new owners of their previous home. Several months later the XXXX received information from XXXX XXXX indicating that they still owed the remaining balance of the solar loan and it had not been transferred to the new buyer, XXXX XXXX said the XXXX had not done what they needed to do in order to transfer the loan, however all documentation that was received by XXXX XXXX, XXXX XXXX and XXXX indicated that Loan had been transferred. At that point XXXX XXXX was contacted again regarding this transfer of solar loan XXXX said they had no liability in this as the XXXX was not recorded prior to close of escrow however XXXX XXXX was fully aware from the day the contract was given to them that there was a solar loan on the house and in the closing package XXXX XXXX had slipped in a document that said they were not responsible for anything that was recorded after close of escrow knowingly that there was a pending lien on the property. XXXX XXXX acted in bad faith and did not do their custodial job to transfer title and assure both the buyer and the seller that the existing seller loan had been properly transferred as per agreed upon the the purchase contract. XXXX XXXXXXXX and KeyBank continue to collect monthly loan payments from the XXXX via automatic withdrawal from their bank account throughout the year of XXXX long after the solar loan should have been transferred. XXXX XXXXXXXX and KeyBank also collected monthly payments from the buyers of the XXXX home as well during this time. XXXX XXXXXXXX and KeyBank have begun to pursued XXXX XXXX for collection activities on a loan that he no longer has. There have been numerous attempts to contact XXXX XXXX however there choose not to respond in any timely manor and they feel the XXXX are still fully responsible for the remaining balance of the Solar Loan even though all parties did what they were required to do to transfer the loan and there is a tremendous amount of documentation as to what has taken place regarding this. XXXX XXXXXXXX and XXXX XXXX did not respond in a timely manner to ensure the loan transfer was completely processed prior to close of escrow. XXXX XXXXXXXX and KeyBank refuse to respond to any request to resolve this issue. XXXX XXXXXXXX and KeyBank feel that it is the buyers issue for not completing a XXXX document that they received in XX/XX/2021 for something they knew nothing about and had no knowledge it was coming to them. XXXX XXXX has played a game with the XXXX and the buyers of this home throughout the entire process XXXX XXXX and KeyBank have tarnish XXXX XXXX credit report by reporting him late and turning him into collections when they did not fulfill their obligation that they had agreed to to transfer the solar loan. XXXX XXXX has failed to take responsibility for not properly making sure this solar loan was transferred as per the real estate contract dated XX/XX/2021 with the supporting documents of the solar transfer addendum, therefore harming the XXXX and the buyers of their home in the process. XXXX XXXX and KeyBank have proven to be bad actors and have incompetent processes to transfer the solar loan from an existing owner to a new owner the documentation provided to the XXXX upon getting the new solar loan clearly indicated the steps needed to transfer the loan to a new buyer the XXXX and the buyer completely did the steps that they needed to do in order for this to happen however between XXXX XXXX and KeyBank this has not happened As of this day XXXX XXXX KeyBank and XXXX XXXX have not yet completed the transfer of the seller loan putting all parties in a very bad situation and harming the XXXX credit. This issue needs to be settled immediately as all parties are in limbo with the solar transfer process. Attached are the following documents Purchase Contract Documents from XXXX XXXX Indicating Solar Transfer Has been Confirmed Documentation on the loan assumption process indication the {$7000.00} incentive investment payment was encouraged but not required Documents of Loan Assumption Agreement Documentation from KeyBank indicating the incentive investment payment was received and posted Documentation obtained by XXXX XXXX to confirm the Solar Loan with KeyBank had been paid and account closed Documentation from KeyBank indicating they continued to take auto payments out of their account Emails and Documents from XXXX XXXX Emails and Documents from XXXX XXXX
Company Response:
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: ON XX/XX/2022 made a ATM withdrawal for XXXX dollars, ATM hit the account twice on same day, which was not right. Bank credited the account then took the monies back again saying that it was legit. It is not, I have asked for video proof and times to prove their point, they are not doing anything. Customer service is not replying
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/22, I transferred {$750.00} from Keybank to XXXX bank. However, this money was reversed by Keybank ( my XXXX bank didn't receive this money ). I have been trying to contact customer service through calling, chatting with an agent and even visiting the bank, but every worker keeps referring me to do one of the other options. It has taken half a year, and I still haven't got this money back yet.
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: Key Bank allowed mortgage information extended to vendor XXXX XXXX. Personal information was compromised. They sent notice of vendor security incident letters to me and my wife. We are supposed to get two years of XXXXXXXX XXXX XXXX free. The only way we are being allowed to get this monitoring is if I have a smart phone which I do not. I informed them of this and reiterated they should allow me to get this credit monitoring through my email address. so far after saying they would address it and the end of XX/XX/2022 they have ignored me.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: I have filed complaints with Civil Rights XXXX, XXXX Federal bankruptcy to reopen for violating bankruptcy and retaliation against during co-vid19 that left me homeless. I have reported the actions to federal trade and other government agencies. I only had indirect loans with KeyBank National Association through XXXX XXXX XXXX 's first-time Homeward program market to XXXX XXXX XXXX with kids. KeyBank mispresented the mortgage relationship to be direct and has illegally used my mortgage information against me and my bankruptcy discharge court order by pretexting the mortgage as a direct loan in connection with mortgage services XXXX Mortgage XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX. These companies worked together and collected funds unlawfully with the intent to harm and cause finical injury that left me homeless in XX/XX/XXXX, after KeyBank went against the XX/XX/XXXX bankruptcy pretrial and forged my name on a note in XXXX in the court appeal. KeyBank knew that the mortgage notes XXXX, XXXX had a statute of limitation and that mortgage documents provided to the court of appeal were inconsistent with the original TIL signed in XXXX. In XXXX bankruptcy noted that the mortgage would be considered void under bankruptcy discharge court orders in XXXX and XXXX. In XX/XX/XXXX, I requested federal bankruptcy to reopen the case for violating the bankruptcy code. XXXX Therefore, I interpret the letter ( incident report ) ; I received from KeyBank about credit as a threat and retaliation against me because I filed to reopen my XXXX XXXX Bankruptcy case. This case relates to the unlawful XXXX of my property that KeyBank never owned because ; then my debt was XXXX and paid off. Taken unlawfully during the midst of the federal moratorium Covid-19 pandemic, my house that KeyBank claimed was transferred during the bankruptcy proceeding as being serviced by XXXX XXXX XXXX and further claimed that they brought a loan from a pool. The mortgage debt that KeyBank took misrepresented and untrue delinquent loans because the original document that I signed at the XXXX XXXX XXXX XXXX program during the XXXX closing declared the loan had no assumption. The mortgage procedure of foreclosure was a form of retaliation against my bankruptcy discrimination after I made reports through consumer protection XXXX. Therefore, KeyBank appears to engage in a nationwide scheme that takes advantage of low-and-moderate income consumers like me through the XXXXXXXX XXXX False Promises and Misrepresentations Related to the Extension of Loan and Insurance Products to Ohio Consumers ( False Promises, Misrepresentations ) of the save the Dream program. Failure to Make Required Disclosures Prior to Consummation of the Loan after receiving funding through the federal crisis program retaliated against me for filing XXXX XXXX bankruptcy basis of Discrimination and retaliation. Lender unlawfully and unreasonably went against the Consumer Protection Act : Unfair and Deceptive Acts and Practices Related to the Extension of Loans modification program that had clear debt and Insurance, Including Charging for Add-Ons Without Consumers Consent through the MER system, Concealing Commissions, and Loan Flipping through Mortgage service during a time of the state of emergence and federal moratorium.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I received a call from Key bank XXXX branch mgr. XXXX XXXX regarding my overdraft Credit line {$10000.00}. being maxed out. She supplied the phone # for Key bank - fraud dept. I immediately called and was advised to open a police report. Which I did within XXXX minutes with the XXXX XXXX XXXX XXXX. job ( XXXX ) with XXXX XXXX and proceeded directly to my XXXX branch with a copy for XXXX at which time she supplied with an affidavit to be filled out, notarized which i was able to do on the next business day XX/XX/XXXX and returned to XXXX. Sometime later within a few days the charge was removed from the account. At some point within a week or two the charge was put back through and placed back on my account. At that point I was told that Key Bank had taken the available credit and applied to a balance for my ex-wife, with the explanation that the accounts were still linked even though we visited the branch and filled out and signed all the documents they provided to separate all of our existing accounts, around XX/XX/XXXX and divorce was finalized XX/XX/XXXX. This issue was refered to XXXX office XX/XX/XXXX. Since that time I have been working with XXXX, ( XXXX ) case # ( XXXX XXXX XXXX ) with no resolution, and continue to receive collection letters and calls we are now past due more XXXX days and I am sure my XXXX XXXX XXXX is damaged.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I switched to Key Bank after the whole XXXX XXXX XXXX fiasco here in CT which made news!. My company policy states a new direct deposit will require the first paycheck to be mailed before direct deposit takes effect. I deposited my check on XX/XX/XXXX. I got confirmation my funds would be available XX/XX/XXXX. This after having to wait for it to arrive in the mail already making my paycheck 3 days later than I am used to. I set up a bunch of my bills to come out. ON XX/XX/XXXX I had no money. XX/XX/XXXX I received an email that they are withholding my money for 7 more days until check clears. I called to complain, they said the branch can release my money. Went to the branch and they refused. The woman at the branch then told me its something the call center reps say to get you off the phone, but in reality the branch cant do anything. I had to borrow money and deposit it to cover the bills I had set up. On XX/XX/XXXX my pay was finally available to me as the check cleared. I went to buy brake pads for my car and get desperately needed gas in my car as now, its almost hitting the 2 week mark since I should have been paid. I then proceeded to the ATM to withdraw funds to pay back the money that was lent to me only to be denied. I called and again was told I had to go to the branch because the branch I was at by my house was closed on this day. Upon going to another branch I was informed the customer service rep I spoke to froze my account and claimed my paycheck was fraudulent and I was a scam artist. I had to prove who I was at the branch, pulling up my payroll account online proving my CT based company was legit, showing my entire payroll history with a company I have been working at for 12 years. Showing personal payroll information, which was then photocopied along with my ID and copies of my paycheck. The branch manager did everything he could to release the hold but the main branch refused. but as of now my account is locked. I can not access any of my money or log in to my account online. I am being treated like a criminal. I cant pay my bills, which are now past due, or survive. I am due to receive my second biweekly paycheck tomorrow which is being directly deposited into this account. My account is still locked and I can not pay my bills or even buy food. This will now be a months pay the bank has of mine that they are refusing to let me touch. I called again on Monday XX/XX/XXXX. I was put on hold for 20 minutes only to be rerouted again as a new calI to tell my story again to a new person, who then told me AGAIN, the branch is the only one who can remove the hold. I went to the branch and again they said that was not true, she did everything she could over the phone with the fraud dept. They utterly refused and informed her they will not allow me access to my new paycheck being directly deposited, I will not have access to any of my accounts or money regardless of where its coming from, not the cash that was in my savings, nothing.nor my last paycheck nor my current paycheck coming in tomorrow. This will be in place until they decide to do their investigation. They are saying maybe sometime next week if they conclude there investigation by then with no definitive date.. The branch manager was so beside herself at what they are doing to me that she actually started crying. To go from the XXXX XXXX XXXX debacle to being denied my money all together for weeks, now a month seems a bit much to deal with. As of right now, the last paycheck I fully had access to was on XX/XX/XXXX. It is now XX/XX/XXXX. This is horrible business. I dont know where else to turn. I feel like Im being robbed! I have been to the branch 3 times to prove my identity. At this point I feel like what this bank is doing is criminal. For someone who lives paycheck to paycheck, being denied access to a full months pay is detrimental!
Company Response: Company believes the complaint is the result of a misunderstanding
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A