Date Received: 2022-09-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a business account and a personal account, I deposited 1 check, no transactions were done and they closed my accounts with no warning, and their best response is we have the right to close any account anytime for any reason!!!
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2022-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I was selling some speakers on XXXX XXXX and someone messaged me saying they were interested in buying them and that he would XXXX me the money it turns out that guy was a scammer and did a fake XXXX account so that I could send him my money and not get my money refunded like he said. I called my bank and told them I wanted to file a dispute but they said they couldnt do anything about that because it was a XXXX transaction and that they couldnt return my money
Company Response:
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The first part of this I reported on XX/XX/2022. I since feel the company has retaliated against me. In late XXXX I applied for a mortgage ( acct- XXXX ) forbearance due to Covid related health issues. I was granted reprieve and 3 months of mortgage payments are moved to the end of my loan. This essentially waived XXXX, XXXX, and XXXX. However, the escrow XXXX was not sort of that adjustment I was granted 5 years to balance out escrow. I was then scheduled to restart paying XX/XX/2022. I was not able to pay that month until XXXX. In which XXXX, I called in spoke with a collections representative and paid XXXX and XXXX together a total of {$2600.00}. This amount is not in dispute. I was told this would catch me up. I will then be able to resume normal payments. Therefore, in XXXX I tried to pay through app and could not so I called back in. I was then told that the issue was confusion around the escrow Carry over until I catch that Portion up it will look like Im behind. They then took the payment over the phone. I call in today to make my payment. I was on the phone for over an hour and still was not able to make payment. I was put from customer service to collections to loss mitigation, then ultimately told to leave a message for escalations. XXXX XXXX single point of contact thinks there XXXX XXXX payment was misapplied so the payments Im packing are not posting to account. However, the frustrating part is I dont want to have to go through this each month. I feel it interferes with my account access and it increases the chance of getting a 30 day late. Such as today, Im attempting to make payment on the last day of month which is with in my right. But because of their internal issues they refused to collect although Im not behind they said talk to escalations and Im the meantime theyll send me a payment recap. We reviewed my payment from bank account with no discrepancy but still they refused. An error like this could cause s false foreclose. Customer service- XXXXXXXX XXXX single point of contact in loss mitigation On Friday XX/XX/XXXX I was notified by my credit monitoring that I had a missed mortgage payment sparking me to call the mortgage company after speaking to a few people I was told that I have to speak to the executive relations team- XXXX XXXX Prior to transferring XXXX in escalations told me last Friday a check {$3.00}??? Thousand dollars was returned and my last payment of {$1200.00} was returned and foreclose for the amount of {$5.00}??? Was initiated. When I inquired further she said I had to speak with XXXX. After trying to get her on the line for an hour she refused to answer answer any questions stating that because I filled a complaint she must respond in writing she has no answers for me I explained there was not an impending foreclosure at the time and before my credit wasnt elected she said she takes not of my concerns and theyll be in my written response. I then called the cab who said I have option to withdraw claim if I choose. I then called back and a the person answering conveyed a message from XXXX which essentially was the same, my response will be in writing
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: First call was on XX/XX/XXXX to Key Bank via chat, I called to report that a charge was made to my checking account that I did not make - account was cancelled 2 years ago for {$72.00} to XXXX. Key bank employee said that she would take care of, Also, the rewards credit that I have charges are not going through, Again, employee said that she would take care of it. Checking charges and found that I was charged for the {$72.00} - employee did not take care of and rewards credit card charges are not going through, Bills are paid from this and bills are not being pain because this account has a block Called again on XX/XX/XXXX and asked why the employee did not fix the above problem. She said there was a convenient " block '' so there did not fix and nothing was done - payment was made incorrectly to XXXX and rewards charge card not fixed, Again, my called got block so nothing was done. Why is this happening? Key Bank is paying invalid bills and blocking bills that I authorize. Please note the majority of the time when I deal with Key Bank they are very helpful and pleasant. Last 2 chats ( XX/XX/XXXX and XX/XX/XXXX ) the employees are the opposite, they are lazy and deceitful.
Company Response:
State: NY
Zip: 12065
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: KEY Bank Breach of contract under Expectation Doctrine Good Faith Doctrine Good Clause Doctrine the bank held XXXX of my money for a secured credit product they offer with the promise there secured credit card product will graduate to a unsecured product will graduate in a year held my XXXX for 14 months and product never graduate the account was managed by consumer correctly with no problems my deposit was returned in full however the credit product was denied Key Bank was only interested in deposit accounts and had no internet on honoring there credit card product this is also discriminatory!
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022 I sold a bunkbed on XXXX for {$650.00}. The fraudster overpaid me with a bank check total of {$2200.00} to pay the movers. The deal was to overpay me so I could pay the movers. Although I felt this was odd I felt that as long as the check was cleared it should be fine. The deal was to make sure the check was cleared by the bank before making the exchange. I deposited the check with a teller at the XXXX, New York Keybank branch on Friday XX/XX/2022. I specifically asked how long before the check would be cleared. The teller told me that since it was a bank check, it would be cleared by Monday XX/XX/2022. On Monday XX/XX/2022 I looked at my online account and saw that the funds were available but I called Keybanks national number ( XXXX ) at XXXX XXXX eastern standard time to confirm that the check had cleared. I spoke to a representative on this phone call that confirmed that the check had cleared and I was good to go. I was suspicious, but felt comfort knowing that Keybank confirmed that it was cleared. I then paid the Fraudsters movers on Monday XX/XX/2022 through XXXX ( which is linked to my Keybank account ) in 2 separate transactions of {$1000.00} and {$600.00} to a XXXX account for XXXX XXXX. The next day, dated XX/XX/2022, the fraudster said the deal was off ( his father was sick and needed the money ) and wanted the rest of his money back. After 3-4 failed transactions with XXXX to give him the remainder of his money back, he wanted me to send his money through a money order. Since this was extremely suspicious, I called KeyBanks national number ( XXXX ) at XXXX XXXX on XX/XX/2022. I explained my concerns to the representative that this was very suspicious and was nervous that something was fishy. The representative confirmed that the check for {$2200.00} had cleared. So I sent the money order to the address given to me by the fraudster ( XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX MI XXXX ). I sent the money order for {$600.00} ( plus XXXX USPS fees ). Then I overnight mailed it for a charge of {$12.00}. Although everything was very suspicious, I felt good knowing that 2 separate Keybank representatives ( on 2 separate days ) had told me that the original bank check for {$2200.00} was clear. After all I have been a loyal customer for over 25 years and they have always been good to me. I have screenshots of all text communications and envelope with money order available upon request to the fraudster. Then on XX/XX/2022, I looked at my online account and saw that on XX/XX/2022 that the original {$2200.00} check from the fraudster was indeed a fraudulent check and that Keybank withdrew the funds from my account ( and later XX/XX/2022 charged me a chargeback fee of {$15.00} for the fraudulent check ). That night of XX/XX/2022, I called the national Keybank phone number and the representative XXXX XXXX ) recommended I go to my local Keybank to start a fraud case. So the next day on XX/XX/2022, I went to the XXXX, New York Keybank Branch. The Keybank case # is XXXX. They also recommended that I file a police report with my local police department. So I immediately did this that day, XX/XX/2022. The XXXX XXXX XXXX, New York police case # is XXXX. The police indicated they could not do much about this and that the bank should help as bank has further reach and they were the ones who told me that the check had cleared. I called KeyBanks fraud hotline sometime the week of XX/XX/2022. The representative told me that they could not give me any information and I could not speak to the investigator who was on the case. The representative told me to go into the local branch to find out the information on the case. On Friday XX/XX/2022 I went into the XXXX, New York Keybank branch. When speaking to XXXX XXXX, he called the KeyBank fraud hotline and was told that because of the XXXX XXXX weekend that the investigator was not working that day. XXXX XXXX said he would try to get more information that day but was unsuccessful until the following week. On Wednesday XX/XX/2022, I called the XXXX, N.Y. Keybank branch and XXXX XXXX said that Keybank declined the fraud claim and recommended that I file an XXXX complaint by a Keybank branch manager. Since the XXXX, New York Keybank branch Manager was on vacation I went to XXXX, N.Y. Keybank branch on XX/XX/2022. Here I dealt with XXXX XXXX, the branch manager at the XXXX N.Y. Keybank. She was unfamiliar with an XXXX complaint but indicated that she would take care of it for me. XXXX put it into the escalation system for the executive client escalation team. During the week of XX/XX/2022 XXXX called me to tell me that it was declined again. When I questioned whether they listened to the tapes of the calls when I spoke to the KeyBank representatives from when they told me the check was cleared, she indicated that she would reach out to the escalation team again to work on my behalf. On XX/XX/2022, XXXX XXXX called me again and told me that Keybank had declined the fraud claim and that the case was closed. She indicated that the Fraud department at Keybank told her that Keybank cant recover the money and recommend that I go to law enforcement. That I did withdraw the funds and sent the funds willingly. That I was given disclosure agreements when I first opened the Keybank account. That this was a Learning experience for the call center representatives and that they would use it as a coachable moment for them.. XXXX was just going by what she was told. Everyone I spoke to about this at Keybank seemed to see my side of things and went to bat for me. I even spoke to representatives from other banks who felt I had been wronged by Keybank. However, the Fraud investigator and executive client escalation team did not see it this way unfortunately. I asked for this result in writing but XXXX XXXX indicated that this was not Keybanks policy. I was also unable to speak to the investigator about this as only the Branch Manager could speak with them. This is why I am filing this complaint because my bank is supposed to protect me ( especially when I call twice to confirm that a check is good ). It is bad enough some fraudster scammed me, but now I feel I am being wronged by my bank as well. I realize this is a learning experience for me. However, I was suspicious from the get go and trusted Keybank to give me the correct information when asking for support. On XX/XX/2022 I started this complain with the OCC. I received a letter of response from KeyBank on XX/XX/2022 ( Letter was dated for XX/XX/2022 ) -In this letter KeyBank did not respond to the fact that I called twice before sending out funds to the fraudster to make sue the check was cleared. Two separate KeyBank employees ( on 2 separate dates ) at the national KeyBank number told me that the check cleared after I explained to them the suspicious situation. I knew the funds were available the next day but I called to confirm that it was cleared. In KeyBanks letter they state that funds were available and they wouldnt know prior to chargeback does not respond to the complaint at all. I have never disputed that the funds were available. I am only disputing that I was told 2 separate days by 2 different people that the disputed check was cleared. They dont even acknowledge this in the reply letter that was sent to me. No mention that I called prior to them reporting the fraudulent check ( chargeback ) to be certain as the situation was very suspicious to me. -KeyBank no longer having recordings of these phone calls is convenient for them since it has been an ongoing investigation and I have been working on this all along. When I was told last month by the local branch manager that they ( KeyBanks fraud investigation department ) had reviewed them and they were closing the case, I filed a complaint with the OCC within a week of finding this out ( when the branch manager called to tell me ). -I was told by KeyBanks Fraud team on the phone that they could not give me any information and that I needed to go through a local branch manager to get information from the fraud team. This is why I went to the local branch manager to find out updated information. -I am not disputing that funds were made available to me or anything of that matter, but that is what KeyBank keeps wanting to push the narrative toward. They told me that the check had cleared ( two times ) prior to me feeling comfortable sending the money to the fraudster. -KeyBank representatives at the national number and the local branch manager told me early on that they did have access to these phone recordings and that the investigator had reviewed them. The XXXX branch manager asked the investigator supervisor to also review the tapes. It was told to me that they did acknowledge listening/reviewed these recordings and confirmed what I am saying here. Since for some odd reason KeyBank no longer has these recordings for some reason. They should be able to go back to the investigation team to confirm what was told to me on these recordings. -I am sorry these recordings ( in an ongoing investigation ) are not available now as these proved my whole premise. I was told that the investigators and supervisors had listened to the recordings and validated what I have been saying indeed happened. They confirmed that the KeyBank representatives told me on 2 separate occasions, before I sent money to the fraudsters, that the check for {$2200.00} was cleared. This is why I felt it was okay to send out money to the fraudster. They even went so far as to say it was a teachable moment for the 2 representatives at KeyBank ( the banks national number ). This teachable moment should not cost me {$2200.00}. Again I assume Keybank deleted these recordings once they found out that it was not in their best interest to do so in an ongoing investigation. I at least ask you to talk to the individuals that did listen to these recordings that would prove what I was told. I told Keybank employees my concerns about the deposited check and how I felt it was suspicious. They told me that I had nothing to be concerned about as the fraudulent check had cleared! ( I even clarified that I know that the funds were available but wanted to make sure it was cleared )
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In early XXXX I deposited approximately {$13000.00} into my personal checking account. This account is with Key Bank in XXXX Oregon. The last4 digits of the account are XXXX. I never touched {$10000.00} of this deposit. Approximately 1 year later I did notice that {$10000.00} was missing from the account. I went to the bank and they suggested that I open another checking account. I complied. Both accounts are still active. I was reimbursed by mail approximately {$620.00}. I returned to the bank and was told that although I hadn '' t written appropriate checks or made large ATM withdrawals I would not be reimbursed the {$10000.00}. no explanation was given. I contacted the FDIC 2 months ago and called them again today XX/XX/XXXX. They suggested the CFPB webpage to file this complaint. I write this complaint with the hope you can assist. I would like to be reimbursed for the {$10000.00}. I have been a customer of Key Bank for over 10 years. The account number for the account that was hacked ends with XXXX. The new checking account end with XXXX. Please advise. Thank you.
Company Response:
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
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: There is Fraud on my Keybank XXXX credit card. There are charges stemming from XXXX, XXXX, and XXXX of XXXX totaling about {$1600.00} including interest totaling almost {$1700.00}. I notified KeyBank of this matter, and they temporarily adjusted my account the fraud charges that I claimed to them that I did not authorize. As of XXXX, they put the fraud charges back on my account.
Company Response:
State: SC
Zip: 29926
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My father co-signed on a series of private student loans through Key Bank when I was XX/XX/XXXX years old in XXXX. I began payment plans on these loans upon graduating college. I always paid full amount due each month and always on time. Several years later my father filed bankruptcy. I received a letter from the servicer in XX/XX/XXXX that my automatic payments would be discontinued on my behalf and that they would no longer be collecting the monthly payments from me. A year and a half or so went by and my father must have completed his bankruptcy. I was contacted by Key Bank and now suddenly my loans were due in full. This baffled me because I am a responsible financial person who has always paid every payment due from me on time and maintains an XXXX credit score typically. So I tried working with the servicer instead on setting up another payment plan. I paid a few payments as agreed, but some information they had given to me in the account numbers was incorrect and the payments were not being received in full. I tried contacting the business by phone a few times on this. Before I knew it a collection agency was calling me and harassing me. These collectors are down right rude! I ended up settling the debt in full through the collection agency in XXXX. Then in XXXX i began receiving more harassing phone calls from debt collectors once more to collect on the same debt. I let them know I had already settled the debt in full. They refused to believe me and treated me as if I was lying. So I called Key Bank myself to try to confirm. I was connected to several people at Key Bank and no one could find my loan. They insisted that they were searching their student loan data bases and I was no longer in the system. So I tried to contact the collector but could not get ahold of them. They contacted me again about XXXX months later again with harassment and accusing me of lying. Apparently they had gotten information from Key Bank that had XXXX record of my settlement. Key Bank is not organized and has wronged me in several instances in trying to collect my debt.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX I applied for a mortgage ( acct- XXXX ) forbearance due to Covid related health issues. I was granted reprieve and 3 months of mortgage payments are moved to the end of my loan. This essentially waived XXXX, XXXX, and XXXX. However, the escrow Aunt was not sort of that adjustment I was granted 5 years to balance out escrow. I was then scheduled to restart paying XX/XX/2022. I was not able to pay that month until XXXX. In which Case, I called in spoke with a collections representative and paid XXXX and XXXX together a total of {$2600.00}. This amount is not in dispute. I was told this would catch me up. I will then be able to resume normal payments. Therefore, in XXXX I tried to pay through app and could not so I called back in. I was then told that the issue was confusion around the escrow Carry over until I catch that Portion up it will look like Im behind. They then took the payment over the phone. I call in today to make my payment. I was on the phone for over an hour and still was not able to make payment. I was put from customer service to collections to loss mitigation, then ultimately told to leave a message for escalations. XXXX In single point of contact thinks there XXXX XXXX payment was misapplied so the payments Im packing are not posting to account. However, the frustrating part is I dont want to have to go through this each month. I feel it interferes with my account access and it increases the chance of getting a 30 day late. Such as today, Im attempting to make payment on the last day of month which is with in my right. But because of their internal issues they refused to collect although Im not behind they said talk to escalations and Im the meantime theyll send me a payment recap. We reviewed my payment from bank account with no discrepancy but still they refused. An error like this could cause s false foreclose. Customer service- XXXX. XXXX- single point of contact in loss mitigation
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A