Date Received: 2023-12-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Account made on XX/XX/2023 First deposit XX/XX/2023 When trying to get a login made to access my fund. They said they couldn't do that because of an internal issue that occurs when a customer also has account with laurel road. When I asked for them to transfer the money to different account. They said they can't do that over the phone. Since I am traveling, I can not go physically to the bank. I can't initiate a transfer from my other bank because they want me to login to key bank to verify the account. Now I don't know how I can access my money
Company Response:
State: AZ
Zip: 85029
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I have had this mortgage since XXXX and Key bank acquired the loan in approximately XXXX. XXXX years ago I informed my loan officer at the time, XXXX XXXX XXXX, that i wanted to pay the building off early because I wanted to retire. He told me I couldn't that I was not allowed to pay any extra payments. I sent a complaint to the commission of insurances and because of this XXXX XXXX and I came to an agreement that as long as I sent in the payment w/extra principle by the due date then the money would be applied. I have a new loan manager, XXXX XXXX XXXX ( XXXX XXXX is his supervisor ), and I told him I wanted a payoff letter. XXXX XXXX promised me the letter so that I could pay off my loan by XX/XX/XXXX. I spoke to him XX/XX/XXXX and she stated I would have the letter by the next day giving me enough time to pay. I didn't receive the payoff statement which is dated XX/XX/XXXX until that day and I had to leave for XXXX XXXX directly after work on an aircraft to the XXXX. XXXX XXXX did this on purpose so that I wouldn't be able to pay my loan off. I didn't want to be late with my next payment so I paid that on XX/XX/XXXX online and requested another payoff statement. To this date XXXX XXXX has {$3900.00} on hold and not applied to my loan- it is sitting in my account unapplied - and today he had the audacity to tell me that he is holding it there because he said that is my XX/XX/XXXX payment. I gave him direct instruction to apply the money to the loan and to provide the new pay off quote. He provided me the same payoff quote and is telling me that on top of the unapplied money he is holding I still have to pay the same payoff amount. Additionally, he has added {$1500.00} to my bill and has stated that this is for the attorneys to reconvey the lien. The statement has a charge for {$250.00} to reconvey the lien as well. I have spoken to my attorney who is also a mortgage broker and he has looked at the statement. He said that it is Key Bank 's obligation/responsibility to reconvey the lien and cover the legal expense to process the release not mine. My attorney states this is Key Bank 's efforts to try to make me pay a prepayment penalty which is not part of the agreement. Please help these banker are knowingly committing an assault on me to defraud me of money they are angry I've paid for the loan early. They are bullies whose strategies have caused me to want to get rid of them as soon as possible. I have today wired money to pay off the loan but If I don't get help from the bureau I believe they will not do the right thing and process my loan honestly. XXXX XXXX admitted to me today that I have been a month ahead on my payments and with out my knowledge they have taken my payments and held them for XXXX days without applying it to the loan in an effort to wrack up more interest. They have defrauded me of my money and are continuing to defraud me as I walk out the door. Please help!!!!!!! I have no hope that they will give me the lien which is rightfully mine. XXXX XXXX
Company Response:
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Applied to bank and my application was " lost '' for several weeks until i was told that i needed to reapply. Did so, deposited XXXX USD into the account. Opened a new savings with a different bank, attempted to withdraw XXXX from laurel road over to wells fargo account also under my name. Account was locked with no written notice, no email, no phone call or any other communication. Bank still will not give me a specific reason the account was locked even after escalation. Account now locked for XXXX business days ( XXXX normal days ) and was asked to give up to XXXX business days for an unspecific " review '' of my account before i can withdraw my funds.
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I had a keybank back in XXXXXXXX XXXX i had an employment check put through the account and they instantly marked it as fraud my company pulled the money out and deposited in a new account now through XXXX XXXX the fraud was then lifted in the beginning of XXXX with keybank now i went to make a seperate account on XXXX as a joint account, so now i have my own personal, and now joint account through XXXXXXXX XXXX and XXXXXXXX XXXX is now freezing both my accounts because of the fraud with keybank
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I got a offer in the mail in the form of a post card and the offer was ; Open Key Smart Checking, Key Advantage Checking, Key Privilege Checking or Key Privilege Select Checking account using the offer link and code XXXX and make a qualifying direct deposit of at least {$500.00} within the first 60 days of account opening. And KeyBank will deposit the bonus funds into your checking account within 90 days of meeting the offer requirements, provided your account is open and in good standing. The amount is {$400.00}. The bank wont call me back and when I call for the manager they said they are busy and they will call me back and they never do, when I call back they put me on hold until it disconnects automatically. I brought the over in to the bank, opened one of the qualifying accounts, had several direct deposits well over {$500.00} and its been 90 days and no funds have been added to my account for completing the requirements. They also charged me {$6.00} putting my account in the negative by {$5.00} and I think they did it so they didnt have to pay the {$400.00}.
Company Response:
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I sold my home and I received a partial payment from the title company. I deposited the XXXX check into my KeyBank account. After waiting 7 days the check was cleared and I was allowed to get a little over XXXX of my money then a hold was put on my account and I have not had access to my money since the XXXX of XXXX. The money was deposited on XX/XX/XXXX. I was told that the suspected fraud with the check. So I called fraud department with the man from the title company. Because I was told I needed to provide proof of where the money came from. The man from title emailed the bank a copy of the cleared check from his account and the deed and bill of sell from the house, I also sent them a copy of the paystub from check. Still they will allow me access to my money and can not tell me why.
Company Response:
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Key bank in Colorado has frozen my account based on a check they cashed and now won't let me access the account or funds and no one can tell me why it got locked in the first place
Company Response:
State: CO
Zip: 80205
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a Keybank XXXX and XXXX account on XX/XX/XXXX with funds from a recent house sale at the main XXXX, Ohio location at XXXX XXXX XXXX XXXX, XXXX, Ohio. Key, at the time, was running a 5.00 % APR special for the XXXX. I deposited over {$290000.00} into the account during the time it was open. When we found our next house, I needed the funds to purchase the new house, so on XX/XX/XXXX I visited the branch to close the account. During the account closing process, the teller 's system 'froze ' and they were unable to produce a check in a timely manner. I had to come back to the branch XXXX hours later to get the check. When I came back, I realized the check was for the book value of both the checking and savings account, without any additional interest for the XXXX of the month the account had been open ( from XX/XX/XXXX through XX/XX/XXXX ). I inquired, before leaving the branch with the check, as to the reason they were not including the additional interest, and was told by the banker I worked with that the standard process is to mail a check and I should receive it within XXXX weeks. I waited XXXX weeks, and began to inquire as to the reason I had not received the check. I first called their help hub on XXXX, and was told I would need to wait longer for the check to arrive, but was assured it was coming. I reached back out on XX/XX/XXXX, after the full XXXX weeks again and was told I would need to go to the branch as they would need to generate another check request, but was assured the funds would arrive eventually. I went to the branch, and spoke to their branch manager who said he would need to check with another group in the bank. On XX/XX/XXXX, I visited the branch again, and the branch manager indicated he did not follow up with the group, and would need to reach back out to them. Later that day ( XX/XX/XXXX ), he finally got back to me and said the reason I had not received the check, after being assured the funds were going to eventually be sent to me by XXXX different employees, was that I did not allow XXXX business days between the last date of interest paid, and closing the account according to the terms and conditions when I first opened the account. I was on day XXXX, because XXXX XXXX ( which most institutions do not regard as a holiday ) fell on XX/XX/XXXX. I feel I have been treated unfairly, and deceptively as this was not explained to me at the branch on the day I inquired about it, the same day I closed the account. Had I known this, and the branch was able to provide a correct reason, I absolutely would have waited an additional day to close the account. In addition, I was promised by XXXX employees the funds were on their way to me.
Company Response:
State: OH
Zip: 43017
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023 I withdrew a {$5000.00} check from my Federal Credit Union and personally deposited it into my KeyBank checking account at the KeyBank XXXX, New York branch at XXXX am. I received a deposit slip ( XX/XX/2023 - XXXXXXXX XXXX - CC # XXXX - Teller : XXXX - XXXX # XXXX ) showing that I had an available balance of {$9700.00}. I already had {$4700.00} in my account + {$5000.00} = {$9700.00}. At XXXX XXXX I received an email from KeyBank saying that a hold was being placed on my deposit due to " reasonable cause to doubt collectability '' ( from a FEDERAL CREDIT UNION ). Unbeknownst to me, not only did the XXXX branch place a hold of {$5000.00} but the " back office, '' so it was explained to me in my fifth call to KeyBank, also placed an additional hold of {$5000.00}, thus placing a {$10000.00} hold on my account and depriving me of access to the {$4700.00} that was there to begin with. I tried to correct this bank error on XX/XX/2023 and received helpful assistance from a XXXX branch Personal Banker named XXXX, who tried to get the hold lifted. I also called the credit union and that employee also spoke with XXXX. On XX/XX/2023, I looked at my bank statement online and found that I was being charged a {$20.00} overdraft fee for payment of a {$30.00} check. I called the branch office and was rudely attended by the woman who answered the telephone, who eventually forwarded my concern to the branch manager, XXXX XXXX. XXXX XXXX explained that the overdraft fee was due to insufficient funds in my account, but finally agreed to waive the {$20.00} overdraft fee. Then, I received another email from KeyBank telling me that my account had insufficient funds. When I again called the KeyBank XXXX number, I was able to talk with a woman named XXXX who discovered that not only had the branch placed a {$5000.00} hold on my account but that the " back office '' had placed an additional {$5000.00} hold on my account, depriving me of access to the {$4700.00} that was in my account to begin with and making it look like I was overdrawn. This was TERRIBLE, TERRIBLE, TERRIBLE SERVICE from KeyBank!!!
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We had a water claim at our home. Our insurance company XXXX XXXX, has sent 2 checks ( with more to come ) for periodic distributions when stages of work is complete. It took a while but the first check was ultimately accepted by Key Bank, the mortgage company. XXXX XXXX has issued a second check for carpet replacement. I have tried to deposit the check with KeyBank and the local branch can not get the mortgage company to give them direction on how to deposit the check. In the meantime, the contractors need to be paid, which I have had to do out of my personal funds. I had to do this to keep the workers on track for the next stage or repairs. Yet I can not get KeyBank to deposit the funds into my KeyBank account.
Company Response:
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A