Date Received: 2022-10-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an account with XXXX XXXX ( serviced by Key Bank ) on XX/XX/XXXX. I funded the account two ways, first with {$5.00} from a XXXX XXXX account, and second with four {$500.00} money orders purchased on XX/XX/XXXX. I then referred a friend to XXXX, who received his referral bonus and still has a working account with them today. The funds from the money orders were held until XX/XX/XXXX, and when I tried to access the account soon after that date the online banking platform rejected my login, saying to contact the bank to verify my identity. I went through many calls trying to figure out what the problem was, and no one at XXXX XXXX could tell me anything other than that the funds were approved and available, but my account was under review for an unknown reason. Key Bank sent me a letter notifying me of suspected suspicious activity on my account on XX/XX/XXXX, and that my account was under review, but I never heard from them again until last week, XX/XX/XXXX, when I received a letter dated XX/XX/XXXX informing me that they honored my request to close my account and were including a check for the closing balance. The check they sent was for {$5.00}, and there was no mention of the additional {$2000.00}. I was already told verbally by an account representative that the funds were approved, and I received a statement from XXXX XXXX at the end of XXXX that confirmed my account held {$2000.00}. I even contacted XXXX XXXX and confirmed that all four money orders had been cashed. I am including the pictures of the money orders and receipts for all of them. This is theft. It is so unprofessional and unacceptable to close my account without verifying anything with me, asking me any questions, or communicating with me at all. And it is even more ridiculous to close the account and pretend the {$2000.00} balance never existed, even when they sent me a published statement confirming the balance at the exact same time.
Company Response:
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Keybank Will not process request of mine to return money from unauthorized transactions And money from closed account Keybank XXXX XXXX XXXX XXXX ohio XXXX
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am concerned about a potential security breach at Key Bank or XXXX. My debit card, issued by Key Bank in partnership with XXXX, has been digitally stolen three times in the past six months. Each time this occurs, the events are always the same ; the card is charged for a transaction on XXXX XXXX in California. The physical debit card always remains in my possession. I have never had a XXXX XXXX account. The first occurrence was on XX/XX/2022, wherein my card was charged by XXXX XXXX via XXXX XXXX for a total of {$51.00}. I called Key Bank and was issued a new card as well as provisional credit while the dispute was investigated. On XX/XX/2022, my card was again charged in an unauthorized XXXX XXXX transaction in the amount of {$69.00}. I called Key Bank- this time they " hard closed '' the card and instructed me to delete the card number from any e-commerce websites where it may have been saved, which I did. Key Bank again extended provisional credit for the disputed transaction. Less than a month later, on XX/XX/2022, my card was again charged in an unauthorized XXXX XXXX transaction, this time for {$45.00}. I called Key Bank I was quickly transferred to a different department - the woman I spoke to this time seemed slightly more abreast of the situation and implied that this was a problem of which Key Bank was aware, and that Key Bank 's investigative departments were working to find the root of the breach. I asked how someone could possibly have access to my new card so soon after it had been issued ; the Key Bank representative suggested there may be a breach with XXXX or XXXX XXXX ( again, I have never had a XXXX XXXX account. ) The Key Bank representative again " hard closed '' my card and issued provisional credit in the disputed amount. I have just received my new debit card and I am very concerned that this will occur again. This is my only card.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2022-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is not the first time I have made a complaint about this revolving issue with Key Bank, yet the issue never seemed to be resolved. I continue to get charged overdraft charges when Ive never opted into overdraft protection because I know how banks use these predatory practices to make money off of their customers. I was charged such fees in the past even on everyday atm fees, but have found the email from my account opening that proves I never opted into these services. Also, Key Bank announced that they were ending overdraft fees on their checking accounts, so it still baffles me as to how they are still charging these fees. I was charged an overdraft fee, as well as a RECURRING over service charge on an account where I opted out out of overdraft protection.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I don't consent to yearly hard credit pulls as it hurts my credit. Most mortgage lenders only do soft pulls or reviews. By KeyBank doing yearly hard pulls, they are destroying my credit score which is counter intuitive to their purposes, unnecessary for them, and damaging my financial status. I just had a hard credit pull by KeyBank and I want it removed and any future ones without a good reason, to be soft pulls.
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is an ongoing, recurring problem that has been addressed with Key Bank multiple times using multiple modalities including written letters, emails, verbal, in person communications, and telephone calls. Key Bank continually allows XXXX XXXX to make unauthorized withdrawals from my account causing the account to continually be overdrawn. This has happened so many times that I requested that the account be closed. Key Bank refuses to close the account ; therefore, this is a recurring problem that Key Bank will not stop or prevent from recurring. XXXX XXXX has also been contacted multiple times using multiple modalities. XXXX XXXX is not authorized to make any withdraws from any of my accounts. They were notified in writing via email and the postal mail. They were also notified verbally over the telephone and in person. This has to stop. It is causing undue stress. Key Bank is empowered to make this stop, yet, they refuse to cooperate. They continue to allow this to happen over and over. It's ridiculous. Numerous disputes have been filed with Key Bank to have all the charges reversed. This can not continue to happen. It has to stop.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I opened a new Checking account with Keybank with a promo code for {$400.00}. The banker sent me an email on XX/XX/XXXX asking for more information. I provided the still active direct link to KeyBanks own website with the bonus offer. I have adhered to all requirements of the offer. On XX/XX/XXXX The banker emailed me stating I would not receive the bonus. Here is the link. XXXX XXXX XXXX XXXX
Company Response:
State: CO
Zip: 80206
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/2021 I signed a check over to my daughter XXXX XXXX who deposited into her account. The amount was XXXX Key Bank in XXXX WA. On XXXX XXXX. Cashed it then removed the funds out of her account. They did freeze the account but would let her get her work check out once a week on a frozen account well the check was not fraud and my daughter went homeless because of what they did. They did not return the check to the issuer instead said I need to get a harmless agreement from XXXX XXXX they said no because they cashed the check and said they need to return funds to XXXX XXXX and they would issue me a new check it's been a year now and still want XXXX XXXX to right a harmless agreement help I want my money back.
Company Response:
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I found unauthorized transactions on my card
Company Response:
State: NE
Zip: 684XX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Customer Service Group XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CC : Consumer Financial Protection Bureau XXXX XXXX XXXX Washington DC XXXX Date : XX/XX/XXXX I am Lodging a formal complaint. I opened an account with Key Bank while I was residing in XXXX. Since then, I have moved to XXXX XXXX. I retained my bank account and recently received a check from XXXX XXXX in the amount of {$1400.00}. I made the deposit via mobile deposit and the bank ( Key Bank ) determined that there would be a XXXX XXXX hold place on my check until XX/XX/XXXX due to the fact that they doubted collectability on this check. ( Hold Notice Attached ). I fully understand the XXXX XXXX XXXX being placed due to the fact that this was out of the ordinary type of transaction. But later when I could not access my online banking and my debit card was shut down, I called the bank and NO ONE seems to know why this has happened and why I can not get to my funds. I later was able to contact a person inside a branch on XX/XX/XXXX and was told that there was no hold on the funds but couldnt tell me why they took away my access to my funds. I finally was able to get an XXXX number ( XXXX ) and was told XXXX would be my case manager. I called XXXX and she said she would look into it and she was supposed to call me back on XX/XX/XXXX. I never received a call back and eventually called back on XX/XX/XXXX and spoke with XXXX who said XXXX was in a meeting and would let her know. I still never received a call back from XXXX and once again called and spoke with XXXX who proceeded to tell me that XXXX left for the day. I told her that this was unacceptable and asked who XXXX boss was. She told me it was XXXX XXXX and I asked to speak to XXXX XXXX and was told I was not allowed to. Once again, I asked why the access to my account has been cut off. She claimed she did not know why. Once again, I find this unacceptable that the EXECUTIVE level can not provide the answers. This amount of money may not be much but for me it is my rent and car payment for the month. I work as a ranch hand and this is my lively hood. Every day that goes by I am being penalized XXXX a day for my rent being late, yet I can not get ANY resolution from the bank. Key Bank should be able to tell with its abundant resources to see if the check I deposited was 1. Paid and collected. 2. Legitimate. Key Bank is supposed to let a client know if access to funds have been restricted by any means please see attached. Key Bank is clearly in violation of funds availability and I hope that we can come to a resolution very soon. I feel that if had several million with Key Bank this would not have happened and feel I am being treated as a criminal due to the small amount I have with Key Bank. It may be a small amount but I work honestly and hard for my money. This is bullying behavior on behalf of Key Bank Sincerely, XXXX XXXX XXXX
Company Response:
State: TX
Zip: 75703
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A