Date Received: 2022-10-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: i have a KEYBANK account now and had one in the past and it closed on XX/XX/2022 and confirmed by XXXX supervisor, XXXX, XXXX, XXXX, XXXX and a few keybank reps. so, my school didn't look right and sent funds to the closed account on XX/XX/2022 and they kept the funds even though the account is closed. this is a big gap between dates. they sent the account to a third party on XX/XX/2022, so it is not keybank anymore and they touch my personal info and my funds that weren't suppossed to be deposited there as the account was closed. i belive one has to give the right for a payment to be authorized. however, all keybank agents are stating it shouldn't have gone through and funds shoule be return. moreover, when i call the bank and it's been a month now, they just pass me around to several departments and lie over and over they change dates over and over and then balme the keybank direct resolution department and then tell me it's actually XXXX XXXX XXXX and XXXX tells me its KeyBank. KB tells me supervisors and higher ups will call me and nothing no one can do anything. the alst agent said he was a higher up of a higher up and the answer was " its XXXX XXXX who doesn't want to give funds they settle and then when i question him he said it was keybank resolution department and that was final. i informed them that i am in the verge of getting taken out of school because of the funds were to help school and they don't care and i even told them that the funds went into wrong account it had to go to open account and they keep lying and i told them i didn't authorized any funds to be use as payment.and keybank or XXXX XXXX don't care
Company Response:
State: CA
Zip: 90744
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a checking account on KeyBank due to a promotion that, if met, a XXXX-dollar bonus would be deposited into my account. I opened in person through a branch. Months later, after fulfilling the required direct deposit, my bonus still hasn't gone through. I called customer service to ask what had happened. They told me that there was NO promotion applied to my checking account. The banker who opened my account even confirmed that the promotion code was applied to my account when I opened it. I called the branch, and the banker who opened my account is not working there anymore. All of the e-mail correspondence between me and the banker who opened my account is still with me, including the part where he asked me to give him the promo code so he could apply it to my checking account.
Company Response: Company believes the complaint is the result of a misunderstanding
State: PA
Zip: 16506
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: someone opened or tried to open an account with my name and social security number
Company Response:
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Key Bank just issued a press release touting their new " consumer-friendly '' overdraft terms ( https : //www.key.com/personal/promo/new-overdraft-terms.html ). I assumed that this policy change had fixed Key 's most flagrant fee issue for consumers, which is charging overdraft fees based on pending electronic authorizations which are not real charges. However, on XX/XX/XXXX, I was again charged an overdraft fee even though I had sufficient funds in my account, as shown on the attached document. After deducting the item for which I was charged an " overdraft '' fee, my balance was {$180.00}. Key charged the fee by deducting pending electronic authorizations from my available balance, even though only {$52.00} of these pending charges were actually made by me ( meaning I truly had {$120.00} left in my account ). Of the remaining amount that Key counted toward my " overdraft '', two of the authorizations were duplicates of a transaction that had already posted ( {$4.00} and {$4.00}, electronically authorized multiple times on XX/XX/XXXX for my monthly XXXX XXXX subscription, which posted on XX/XX/XXXX using a 3rd authorization ). The other was an authorization of {$150.00} for an order I placed with XXXX, which I immediately realized had defaulted to the wrong card and changed the charge to my XXXX ( where it posted XX/XX/XXXX ). The problem with the way Key handles pending transactions is that online commerce has changed dramatically since banks first imposed overdraft fees. In the past, transactions posted to the bank when they were paid. But with electronic authorizations, banks receive advance notice of many transactions that will never result in actual charges to the customer 's balance. Examples include those currently on my account ( duplicate authorizations and changed payment methods ), orders cancelled prior to shipping and, sometimes, attempts to use a card that is declined but still sends a " charge '' notice to the bank. ( I was once charged a {$33.00} overdraft fee by Key when I still had over {$1100.00} available in my account, merely because an " authorization '' had posted for a transaction that had already been cancelled. ) Key 's new policy appears to have addressed the 'returned item charge ' fee that used to collect {$33.00} per transaction even though they never laid out a XXXX for the charges. Yet they are still charging " overdraft fees '' when customers have not used more than the funds they have deposited at the bank. Key is providing no service whatsoever for these charges, yet I would guess that " pending transactions '' are the biggest driver of them. The problem is that with online commerce and electronic banking, customers have no way of avoiding these pending authorizations. As shown in my case, they can be triggered by merchants ' payment systems erroneously duplicating authorizations or by an online order that defaulted to one payment method but is immediately changed to another institution. CFPB needs to address banks ' ability to recoup fees from consumers for these electronic authorizations, as they are providing no funds or service for the " transactions '' in question.
Company Response:
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: this corporation bank is mad e up of the most supreme huxters i have ever dealt with in my entire life! ( and im an ex paypal victim- and yes, they even have managed to exceed XXXX in their levels of deceit and banking corruption! i have spent the last 4 or 6 months trying to get into my account online. and they refuse ... .. tp send me a copy of my statements from inception [ appros XX/XX/2020 up antil now ]. i have requested repeatedly they make me go thru all these fake hoops to order " all statements since account inception,. and they still... refuse to produce them! and lie that theyve been sent. its impossible to access the online dash board they keep changing their url designation point/name they keep you on the fone for XXXXhours to reset your account to get back in. they lie about where the url site name is. and they refuse to take complaints what so ever to process them expeditiously or process them at all! i have called several times about that my card needs to be closed because all of the money is missing. and had they granted any of their clients on this mass account normal access i would have caught this LONG .... ago. but they purposely make sure that no one can access the accounts, so no one can move their money out. and furthermore related to the above issue they do not allow any one to add an external account. to also not let one be able to move their money easily out. the only bank on earth that bars their clients from adding and merging their other bank accounts. they dont even let you change your address when you move unless you contact a state dept. yet it says on the dashboard that XXXX clients can do this themselves according to their banking public displayed banking bi laws. on my last call to customer service i asked them to close my card and reverse all charges as the card was charged out of all of its funds but they said i needed to call a series of fone numbers. all of the fone numbers are bogus and fake. one of them is their alleged insurance company. when you reach this company number they say yes they are key banks insurance company but for their real estae division! and .... they told me this insurance hasnt been paid/ ofr 5 years now. and that they are deceptively sending all the nys dol claims calls to them, such that they get such an excess of intentionally misdirected fone calls funneled into them that they had to hire extra staff to man their real fone calls. i will furnish a copy of these bogus fone numbers in my next transmission to you. or ammend this later to add them. the name of this bank is key bank aka XXXXXXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a promotion in the mail from KeyBank. It states if I open an account by XXXX and make a single direct deposit of XXXX dollars or more in the next 60 days they would give me XXXX dollars. I opened an account online XX/XX/XXXX with XXXX dollars using an on, line transfer from another bank account at XXXX. Today, XX/XX/XXXX I went in and deposited a check to this account for XXXX dollars. I asked the teller if this would qualify for this promotion. He was not sure since it might have said a direct deposit. I asked would this be considered a direct deposit. He was not sure. Concerned, I called Key Bank when I came home about XXXX XX/XX/XXXX. I was informed the check deposit was not considered a direct deposit. Reviewing the promotion, it does say direct deposit. The Keybank representative, XXXX, stated that direct deposit means to Keybank that it is from payroll type of institution such as Social Security, a pension, salary from a job, etc. Nowhere on the promotion does it enumerate the direct deposti means from such an institution and a check deposit by me would not count. I told XXXX, I considered this fraud since I am not in the banking industry and my idea of direct deposit is my going to the bank and directly making a deposit. Furthermore, these terms are impossible to comply with. I logged into my Social Security account and the soonest I effect a change to my direct deposit is my XXXX payment. I usually receive my Social Security payment on the XXXX of the month. To comply with the promotion terms I would have to receive a Social Security Payment by XX/XX/XXXX or XXXX. Clearly this is further fraud. I could not change my Social Security direct deposit institution without first having an open account at Keybank. Social Security will not change a direct deposit institution in less than 60 days. I have changed my Social Security direct deposit 4 business days after opening the Keybank account. Keybank full well knows these time frames of Social Security and have committed fraud by intentionally misleading me and probably many thousands of others. The float the gain will be a large windfall. I suspect they have targeted likely Social Security recipients by simply usiing a mailing list filtered on the age. Please fine Key Bank to the fullest possible extent and consider criminal prosecution of their executives. I have a copy of the promotion. I have screen shot of the Social Security screen. Please contact me if you need any further documents. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX How can your complaint be satisfactorily addressed? An investigation a large fine against Keybank and criminal fraud charges brought against this company.
Company Response:
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Closed my account in XXXX XXXXXXXX XXXX of Key bank with branch manager, recieved statements contrary to facts and corporate claimed a charge off. As per rules 15 USC 169 ( e ) 1681 ( n ) 1692 ( k ) 1692 ( j ) furnishing deceptive forms FCRA rules 604 ( a ) ( 3 ) A5 ( b ) ( 2 ). These violations require {$1000.00} dollar fines Also 15 USC 1681 section 602 states I have the right to privacy 1561 604 ( a ) no written consent
Company Response:
State: AK
Zip: 996XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: While I was out of the country and returned to North America, I checked my US and XXXX bank accounts. I found several large transactions ranging between XXXX to XXXX grand in the sum total around {$21000.00} that have been removed from my account. The first transaction disputed in XXXX for around {$5000.00} was denied at first I was told later by the caseworker that it was denied because of the 60 day electronic rule. This dispute was later overturned in my favor by fraud manager since she told me, I filed it wrong and it is not fraud. Its a dispute and I got my money back immediately.. The second dispute ranging from around {$7000.00} was also found in my favor. I had no issues with this dispute. The third transaction with the same company, XXXX. With the exact same documentation with the exact same transactions and the exact same company, was denied by the same case agent from the first case that was overturned in my favor. When I called the bank to figure out why it was denied, I was told I had to be physically present with my card. The company is located in XXXX XXXX. It is an online cryptocurrency company so it makes it impossible for me to be physically present to buy anything. Also, all the card information is saved to the website. When I called the bank back to question why this was the reasoning, I was told by another fraud agent. This was an automated generated response by KeyBank and this was not the underline reasoning why I was denied. The truth ended up being the case agent said I quote excessive disputing, trying to avoid the 60 day rule and saying the documents dont make sense I found this quite outrageous, since the first case was overturn in my favor regarding the 60 day rule. Also, the fact that all the documentation is the exact same from the first cases and also the claim that is excessive disputing when its all the exact same transactions. I filed a complaint with the credit bureau protection. All that ended up happening is my bank, giving me a summary of all my disputes, disregarding that I only ask them to look at the XX/XX/XXXX claim the entire report was a bunch of generic response is no real answer. I was then told by my executive client relations team at KeyBank, that I can reopen the case with fraud. And I should have no problem doing so. When I try to reopen the case with fraud, theyre either extremely rude when they hear my name they threaten to hang up calls on me and they get aggressive. I ended up having to have a banker on the line with me to try to get this issue resolved so I can reopen my case we were kept on the phone for over 3 to 4 hours with robotic responses from all fraud agents. The executive client relations team ended up, transferring me to a fraud agent who told me they were a manager and they were trying to help me reopen my case we got disconnected. two minutes later, I ended up speaking to another fraud manager, who got very aggressive with me and threaten to hang up the phone as she did. I filed an intake with corporate with the executive client relations office. Im waiting on a reply from that.. I want to name a few people involved to are extremely rude and unhelpful XXXX - fraud manager extremely disrespectful rude hung up on me XXXX fraud manager, extremely disrespectful, rude, refuse to tell me the reason why my case could not be reopen, kept giving me automatic robotic responses and hung up the phone on me Also, a fraud manager name, XXXX Apparently he was the one reviewing my credit bureau protection case, and when I was calling in yesterday I was told by a fraud agent. The reason he denied it is because I had to be physically present there with the card again, which doesnt make any sense I find a stranger took 60 days for him to give me an automatic generated response. The XXXX team has been quite helpful, but at the same time some individuals there has made it extremely difficult for me to get any kind of results as they refuse to stay on the line with me to speak to fraud I am still missing over {$13000.00} in my bank especially the fraud sector is being extremely rude, aggressive and unhelpful. I dont know whats going on. I find this absolutely ridiculous. I just want my money back. I have now involved the attorney general
Company Response:
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On the XXXX of XXXX a check from XXXX XXXX XXXX XXXX was sent to key bank. The check was cashed and cleared by the XXXX of XXXX. By the XXXX the money still was not in my account. I contacted key and was told it could take 7-10 days. I waited seven days and still nothing I called again and was told they could not find it I contacted corporate to escalate things. I was told approximately one week later they found it. Still not in my account as of XX/XX/XXXX. No one will cix this please get someone involved the amount is XXXX and I have lost 1 days work at XXXX an hour
Company Response:
State: NV
Zip: 89523
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I recently deposited checks from my niece and nephew that didnt go thru because of something on the other banks end they started a thing where the person had to verify the checks first. We didnt know that and thought it was an issue with the balance so they wrote me smaller checks which subsequently bounced as well due to the new process that we werent aware of at the time. The fraud department got the case and decided to do an investigation feeling the checks were fraudulent because they say the signatures were the same. Meanwhile my niece and nephew both went to the bank with statements stating they wrote the checks. The fraud department now is stating the signatures on the letters dont match, but they say they signed them, end of story I have had this account for over 20 years all my money and bills are tied to this account deposits are coming in I cant access, my subscriptions are being canceled because the account is on hold. Now they want a notorized letter stating Im am the executor of my sister estate which is no problem, but why? That had nothing to do with the checks. If they chose they can verify funds if they decide to write another. But why do I have to bring this document when my deceased sisters name is no where on the checks? Who are they to tell a person they didnt sign when they said they did????? They have what they needed from them, they both went with ID and attested to signing the checks. WHAT MORE NEEDS TO SAID. This now starting to feel like discrimination because XXXX XXXX and I guess fraud is what we do but thats not the case here. Me, my niece, nephew are prepared to get legal representation to defend us from the prejudice, and refund of fees and losses that have resulted in my account being blocked this long. Multiple bills didnt get paid I racked up over {$1000.00} in late fees along with cancellation of accounts such as XXXX XXXX credit card late fees, etc. I would like to continue to do business with XXXX but it seems that XXXX XXXX XXXX people are not welcome. I did nothing wrong. This whole process has felt discriminatory and XXXX.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A