Date Received: 2022-07-29
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My dol sent me XXXX in benefits to KeyBank they mailed my sister house. She lied stole card sent to my parents in Tennessee who active and set pin and stole all money. I have all proof then I file dispute KeyBank took full responsibility said they forgot cancel the card they knew was stolen and send final credits 2-3 different times to the same card that was reported stolen 3 months earlier you sent final credits 3 times to the card u knew they had. I went all way downTN filee police report I lost my apartment due to this and was XXXX then finally they promised they would fix it sent me a .card with nothing on it and now saying they gavee.the final credits. Already I gave them all information they asked for now they're trying blame NY DOL saying their not responsible for getting me my credit they promised. Negligence on their part allowed my parents to steal XXXX dollars from the bank or dol bc they never. Cancel card and admit it was their fault. This has caused me so much heartache and trauma
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Lien Release requested by XXXX and XXXX XXXX from XXXX XXXX XXXXKeyBank We had previous Mortgages with XXXX XXXXXXXX XXXX XXXX that were paid in full due to a Consolidation, Extension and Modification Agreement. We currently hold XXXX Mortgage with XXXX XXXX that was assigned to them by XXXX XXXX in XXXX. However, the previous liens were never released with the XXXX County Clerks Office ( Document Enclosed ). I have spent 6 months from XXXX of XXXX to present contacting weekly, speaking with many associates at KeyBank. No one could assist me. I was finally assigned to a case worker on XX/XX/XXXX in the XXXX Offices of KeyBank. Her name is XXXX. Phone Number XXXX, XXXX # XXXX. After she investigated my case, she called me last week XX/XX/XXXX and informed me that they are not responsible and that my current mortgage holder XXXX XXXX is responsible. This is not true. I did contact XXXX XXXX and they do not have the authorization to release liens not in their name. I have no where else to turn and need someone to fix this mess that I did not cause. We have since lost our Home Equity Loan that we applied for and even if I wanted to sell my home I could not. This is unfair and there must be someone who can help us. Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX or XXXX
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I opened an account with Key Bank on XX/XX/2022. The following week I received a pre-approval letter for a KeyBank Latitude Credit card, a transfer balance card. The letter said that I could place {$7800.00} of my high-interest credit card debt on this card and save money with 0 % interest for 15 billing cycles. On XX/XX/2022, I went into the bank to make a deposit and stated I had received the letter and wanted to apply for the card. The teller mentioned a 2 % Key Cashback credit card they were offering and I declined, stating I wanted the Key Latitude transfer balance card that was offered in the letter. She took my information and said the credit officer would call me either that afternoon or Monday morning. I stated that my acceptance of the card would depend on the amount I would be given because I had other offers for transfer balance cards and that I was trying to get rid of my high-interest rate cards. My credit rating at that time was XXXX. This was on a Friday morning. I did not receive a call and over the weekend I received an email stating that I had been approved, my card was in the mail, and I would be receiving it in within 4-5 business days. I went into the bank on Monday morning asking how that happened as I was expecting a call from the credit officer before accepting a card. I was informed that I was approved for the 2 % Key Cashback card for {$1000.00} at 22.74 %. I stated that was not the card I asked for and was expecting a call from the bank before the application was processed. I was told by my personal banker, that if I canceled the card it would impact my credit rating. She said there had been a miscommunication and that I could still apply for the Latitiude balance transfer card. I showed her the letter and she said it was interesting that there was no " offer code '' on the letter and just because it mentioned {$7800.00}, it did not guarantee that I would receive that amount. I reluctantly applied for that card and got a letter back the following week that I was qualified for {$1000.00} at 20.74 %. Not happy!!! I feel the pre-approval letter was misleading. I went into the bank to apply for the card in the pre-approval offer letter and was given a card that I DID NOT APPLY FOR at a very high rate and told it would affect my credit rating if I declined or closed the card. When I secondarily applied for the card that I had been pre-approved for, I was given a much lower amount than stated in the preapproval letter. I called the bank and spoke to my banker stating that I was not happy that I had RECEIVED A CARD THAT I HAD NOT APPLIED FOR, and when I applied for the card that I had pre-approved for, it was nowhere near the offer amount stated in the letter. I was told in the future to read the fine print because just because it said I was pre-approved and it mentioned an amount, I was not guaranteed to receive the amount stated in the letter. Again, my credit score was XXXX. I thanked her for the offer of credit but informed her that I would not be using either card as the rates were too high. I was looking for a transfer balance card to help me pay down my high-rate credit, not looking for another " spend '' card or seeking more credit. To date, I have not activated either onXXXX of the cards. Today, XX/XX/2022, one of the cards showed up on my credit report as a new line of credit, the Key CashBack Card. I have not activated either of these cards!!! I feel duped into applying for one card with a pre-approval letter, receiving a high-rate Cashback card that I did not apply for, and then when applying for the Latitude card in the pre-approval letter receiving a lower amount of credit than I was led to believe as stated in the pre-approval letter.
Company Response:
State: ME
Zip: 04901
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Key bank is charging me a monthly interest fee if though my payment is automatically submitted at the same time before the end of every month. They have not communicated that the payment date is insufficient to process my payment in a timely manner. Their interest fee of $ XXXX is nearly one third of my payment quantity which is already only paying a fraction of the principal. This seems like they are manipulating my payment process to increase their revenue model. This has been happening for several months and has decreased the efficacy of my submitted payments against my true balance.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Explanation of complaint : On XX/XX/XXXX, I applied to refinance my home for a lower interest rate with Keybank. The home refinance officer that assigned to me was XXXX XXXX XXXX, during our initial in person meeting, I was told or promised a number of fee waivers. I was told due to the length of time I spent in the house and the loan to value amount was so low, the appraisal fee would be waived. I was also told that the process would be quick and simple. Additionally, I was told that I had to pay a {$500.00} deposit and it would be applied towards closing. When the paperwork came through for my review on XX/XX/XXXX it revealed a higher estimate and contradictory information from what I was told initially. I called and emailed XXXX XXXX XXXX to get answers as to why I was seeing {$1000.00} appraisal fee and other fees. XXXX explained that she tried to get fees waived but I didn't qualify. The appraisal specialist called me to schedule the appraisal and payment. In my concern, I contacted XXXX supervisor XXXX XXXX, to express my dislike of being led on to believe one set of information. On XX/XX/XXXX XXXX offered me a Home Equity Loan that would closely match the numbers that XXXX quoted in the beginning of the refinance process. We then switched the loan application to a HLOC. The week of XX/XX/XXXX, I reached out the XXXX via phone and email requesting updates, because I had not heard anything. XXXX replied the decision was still pending. On XX/XX/XXXX, I received the initial approval paperwork and reached out again to XXXX to explain the numbers I was seeing. The next communication I received from Keybank was late XX/XX/XXXX from XXXX XXXX who called to schedule signing. XXXX mentioned that my spouse had to attend the signing per State Law. I was confused by this because, I knew that if a home was purchased outside of the marriage, that a quick claim deed had to be conducted. I wasn't sure of the terminology but explained to XXXX that I've refinanced before and the things I was being asked didn't occur when I refinanced with XXXX XXXX in the past. XXXX was firm and said, " that is the law ''. This did not sit well with me, so the following day I went into the branch to speak with XXXX. I listed my concerns with XXXX, stating how uncomfortable I was with the length of time this process had taken ( 6 months ), the {$500.00} deposit for the refinance/HLOC was not reflected in closing or even listed in the documents and finally my concern that I wasn't getting the right information regarding the signature process. XXXX proceeded to tell me that the {$500.00} was non-refundable and the length of time was due to Covid. Unsatisfied with these excuses, I withdrew from the process and said to XXXX I would send a formal request for a refund. I emailed my refund request on XX/XX/XXXX, to XXXX XXXX who had an out of office reply and therefore I emailed XXXX XXXX the same request. I have had no reply from a Keybank representative. Business Name : KeyBank National Association XXXX XXXX XXXX XXXX, WA XXXX Bus Phone : ( XXXX ) XXXX Email : XXXX XXXX
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been a customer with KeyBank over 25 years. Why was I a victim of fraud on XX/XX/2022? This was a KeyBank checking account for XXXX with a new debit card issued. Then on XX/XX/2022, I was frauded again on the same account for a purchase by XXXX and waiting for another new debit card issued. On XX/XX/XXXX and XX/XX/2022, with KeyBank knowing of these frauds supposedly did not protect my account and allowed unauthorized charges of over {$10000.00} between my KeyBank checking and savings accounts. All the fraudulent charges have added up to over {$30000.00} since XX/XX/2022. Where is your cybersecurity? KeyBank : you never texted or had the decency to " red flag '' or shut down my accounts when your organization knew of fraud activity on my accounts since XX/XX/2022. And I want to know who did this!
Company Response:
State: OH
Zip: 44134
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I am currently in the process of trying to purchase a home. The home I am currently renting is being sold. I am under contract, but there is an error on my credit report from Key Bank that is making me ineligible for financing. I have been diligently contacting Key Bank since XX/XX/XXXX to clarify this error. They seem unable to come to a conclusion based on their own records. Please see below for a timeline : 1. Account charged off by Key Bank in XXXX of XXXX. 2. Evidence of mortgage satisfaction provided shows XXXX released by Key Bank in XXXX of XXXX. ( Provided to XXXX from Key Bank ) 3. XXXX XXXX XXXX ( The collection company hired by Key Bank XXXX provides a payoff/balance letter to XXXX XXXX XXXX on XX/XX/XXXX, showing a balance of {$5500.00}. This payoff was provided because XXXX sold the property to XXXX XXXX XXXX for what was still owed on the charge off. ) 4. XXXX XXXX Settlement occurs on the sale of the property located at XXXX XXXX XXXX XXXX, XXXX XXXX, PA XXXX. HUD sheet shows disbursement to XXXX XXXX XXXX in the amount of {$5500.00}. Which is the balance Key Bank reported to XXXX as being charged off. 5. XXXX credit report shows that Creditor Settled For Less Than Amount Due. THIS IS INACCURATE BASED ON THE INFORMATION KEY BANK PROVIDED TO XXXX XXXX XXXX, and is currently keeping XXXX from obtaining a mortgage. Again, I have been in contact with various departments within Key Bank almost daily since XX/XX/XXXX. Many of those times, my loan officer is with me to help me understand the convoluted answers they have been giving me... which are not answers at all. 1. They initially stated that they couldn't prove the collection company had send them the funds to payoff the account, and that is why they reported to the credit bureau that they settled for less. 2. They now tell me that they sent me a check in XXXX of XXXX for {$3300.00} and change, which was cashed. I do not have any record of receiving said check. In addition, why would they send me a check for {$3300.00} if the had " settled for less than what was owed ''? XXXX. Instead of fixing their error, so that I can complete the purchase of a home, they now say this needs to go to their fraud department. This further extends my inability to provide a home for myself. I need help. They don't seem to care or want to solve the problem. I don't understand how they do not have a complete record of events within their own organization. Each time I talk to someone, they tell me they need another 48 hours ... that they are waiting to hear back from " this '' department or " that '' department. I am OUT OF TIME! And over a month should be long enough for a financial institution to follow their own paper trail. Employees of Key Bank that I have been in contact with : XXXX XXXX XXXX Senior XXXXXXXX XXXX XXXX XXXX Team XXXX XXXX XXXX XXXX XXXX XXXX OH XXXX Office : XXXX XXXX XXXX XXXX No last name given or email communication. Only over the phone. ) XXXX XXXX XXXXXXXX XXXX XXXX XXXX My case number is : XXXX My contact phone number is : XXXX
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: At the change of the year XXXX our payment amount changed because of a change in the escrow amount, but my account was set to auto withdraw from my bank account. When I received alert that it was delinquent ( by a nominal amount ) we contacted the bank and were given a solution which involved moving excess money that they held in escrow onto the payment, and we were told this was the solution. It was still reported to credit agencies as a late payment and has significantly impacted my credit score. My actual payment was never late, and we followed the instructions given by the bank.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please read the attached complaint document ( XXXX page ) in detail, and the attached supportive document ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX pages ) Thanks
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was scammed out of XXXX dollars. I was desperate for a job. I signed an acceptance letter from a company called XXXX XXXX. They sent me a check to cash for $ XXXX I sent XXXX to get office supplies before realizing it was a scam. Now the bank wants me to pay the money of the fake check they didn't realize was fake. How is this legal?
Company Response:
State: PA
Zip: 15068
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A