Date Received: 2022-03-12
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone received Ohio Unemployment benefits in my name with a application date of XX/XX/XXXX. Even though I have been employed at my job since XX/XX/XXXX. Than Friday XX/XX/XXXX I received a bank statement from Keybank ( that I have no accounts with ). I went to the branch today and filed fraud paperwork with them as well.
Company Response:
State: OH
Zip: 45244
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XXXX XXXX XXXX ( XXXX ) sent me a debt collection letter stating I owed them for my private student loans that were disbursed in XXXX and charged off XXXX XXXX which is 15 years after I opened the debt and the end of the re-payment period. I asked XXXX for debt verification as the lender has no record of any of my original debt. XXXX sent me the private loan application I completed in XXXX and a summary of my payments, including the charge off in XXXX. It still claims I owe them for the entire debt. They did not provide proof that I still owe the debt, that the original lender has any record of this debt, or what amount is currently owed- they are claiming I owe the original amount that was disbursed. This is fraud and financial exploitation.
Company Response:
State: WA
Zip: 98166
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I have cancelled and fulfilled my obligations with XXXX I keep getting money taking out from my debit card even though i have cancelled and have confirmation of my cancellation. I have contacted them numerous times as well as my bank. Still getting billed. The last 2 charges were on XX/XX/2022 and then again on XX/XX/2022. My bank has reimburse me for the previous charges but have not stopped XXXX from withdrawing money from my account. I have placed a stop payment order with key bank and revoke authorization for XXXX to take money for there XXXX XXXX XXXX that i no longer have need or want and have cancelled. I have confirmation that they received my cancellation and they say they cancelled it but continue to bill me. Im not happy with key bank for not helping stop this matter and im not happy with XXXX. They only billing communication is through email. There is no actual human to talk to in person. Please help
Company Response:
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Problem when making payments
Subissue:
Consumer Complaint: Key bank is accepting payments but yet reporting me late. Wheres my money going?
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX with a card ending XXXX. I have a mortgage in a Keybank account. 1. KeyBank 's mortgage system is so terrible. They charged me 3 times without any notice. Please see attached pic. 2. They told me to set an automatic mortgage payment to avoid the service fee, I did go to their branch to set it and they still charged for it. They said it will be effective from XXXX. So we still charged your service fee. Actually, their staff in the branch told me I will not be charged for that. 3. Please refund me the service fee of {$25.00}. Do not let the customer pay your own fault!
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are trying to sell our paid in full house. During a title search, a HELOC from XXXX with your bank appeared on our title search. This HELOC was paid and closed almost 30 years ago, but no discharge was filed with the county. I have attached the title search, along with my daughter 's POA so you can speak with her as she is handling the sale of the property. Section 1921 of NY Real Property Law says the mortgagee has 60 days to release the lien, or is subject to a {$1000.00} fine. If it takes 90 days, the fine grows to {$1500.00}. What's the fine for 30 years and causing us to lose our buyer?
Company Response:
State: NY
Zip: 14051
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: To whom it may concern, I have filed an incident investigation report with the state police on XXXXIhe incedent took place on XXXX XXXX for unemployment compensation and also another incident on XX/XX/2022 for them opening a checking account using my identity.I have taken the legal steps to close these accounts and changing the important information.Unemployment filed a fraud case on XXXXTrying to move forward with all that.Thank you.
Company Response:
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, KeyBank Mortgage ( KB ) increased my monthly mortgage payment from {$4900.00} to {$5000.00} ( an increase of {$69.00} ) due to reserve amounts needed in Escrow. I have auto-draft set up to automatically pay my mortgage every month on the XXXX for the following month. I failed to adjust the auto-draft amount in time for the increased XX/XX/XXXX payment, and incurred a late fee on XX/XX/XXXX. I noticed this late fee on XX/XX/XXXX and immediately called Key Bank to correct the issue. I spent 2 hours with them over two phone calls. I submitted two additional payments ( totaling {$14000.00} ) on XX/XX/XXXX to overcorrect the issue, and KB gave me a once a year late fee reversal. I, and the KB reps I spoke to thought this issue was resolved. On XX/XX/XXXX i performed my due diligence and called KB again, twice, to confirm my account was in good standing and that my adjustment to the auto-draft was correct. I was assured that my account was in good standing. On XX/XX/XXXX, my account incurred yet another late fee, and every month since Ive incurred late fees. This is despite sending a payment in the full amount of {$5000.00} every month. Since XX/XX/XXXX, Ive called Key Bank over a dozen times, collectively totaling 10+ hours on the phone. The most productive call I had was with a rep named XXXX on XX/XX/XXXX, where we uncovered what happened. My payments were incorrectly applied to various back end accounts by the back office and I had funds sitting in an unapplied balance account. XXXX submitted a request to adjust where my payments since XX/XX/XXXX were allocated to the back office. I was asked to be patience and the issue would be resolved. On XX/XX/XXXX I was hit with another late fee yet again. On XX/XX/XXXX I called and spent 3 hours on the phone, and escalated the conversation to a manager. I was told that the back office can not reallocate funds for past activity beyond 60 days. I clearly stated that this issue was caused by KB back offices mistake in the first place. The call ended with frustration and no resolution. The information I was told conflicted with what I was previously told by other reps, as well as what the manager had stated before on the same call. On XX/XX/XXXX I noticed yet another relate fee and noticed that a prior payment was partially sent to unapplied balance again. I called and made request to back office to apply the unapplied funds of {$69.00} to the escrow account. I simply asked again, what do I need to do to avoid late fees every month. The rep couldnt give me a clear answer and said shed investigate and call me back on Monday XX/XX/XXXX. I did not receive this call back. On XX/XX/XXXX morning I called again and spoke to XXXX. XXXX said she sees where the issue came from and will need sometime to investigate and will call me back by end of day. She also stated that the request to moved unapplied funds balance to escrow is still pending since XX/XX/XXXX ( 10 days later ), but assured me that it would be completed tomorrow, XX/XX/XXXX. On XX/XX/XXXX at noon I learned that my credit score had been affected. My XXXX score dropped XXXX points from XXXX to XXXX due to KeyBank falsely reporting that I havent paid my mortgage on time. This has directly impacted my ability to secure a competitive auto loan rate, which Im currently pursuing. I immediately called KB and spoke to a rep to request a dispute to whats been reported to the credit bureaus. She submitted the request. I also asked her the same question Ive asked so many times before : what do I need to do to avoid late fees. This rep gave a clearer answer- submit another payment. While I was still on the call with this rep, I sent another payment totaling my regular payment amount. This means that for the month of XXXX, I have sent key bank a double payment of {$5000.00}. I asked the rep to confirm payment received, to which her response was that it would take 2 business days to post and confirm. On XX/XX/XXXX afternoon, XXXX called me back as promised. The first time I actually receive a call back as promised. Unfortunately, XXXX did not have any updates for me, as she needed more time to investigate and resolve. Today is XX/XX/XXXX. I have accumulated a total of {$1300.00} in late fees to date. I have made numerous attempts to resolve this matter with XXXX over the past 7 month. I no longer trust KBs ability to effectively service my loan nor accurately allocate my payments, namely in relation to the escrow, unapplied balance, and late fee back end accounts. Finally, I am now unable to secure a favorable car loan rate due to the erroneous reporting to credit bureaus. In short, an error made by Key Bank 7 months ago is not only costing me time, stress and overpayments, but additional damages resulting from a significant drop in my credit score.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I called Key Bank to file a dispute of a transaction that withdrew XX/XX/XXXX without my authorization. They said they would file a dispute with their fraud department. I have called to follow up on the dispute and have given them all the information I have. I informed them that the person who withdrew my payments was not authorized and blocked me off social media and I am not able to provide them with our conversations. Those conversations include me telling her she is not to run my card and she agreed. I have been receiving a lot of different information from key Bank 's reps. I have been informed that they mailed out a packaged to me and had up until XX/XX/XXXX to fill it out. I asked a rep to email it to me and I only received one page. when I called she said she would file the dispute online since we were already on the phone and she would ask me the same questions the paperwork would. I asked her if these questions were for BOTH disputes of {$500.00} and she said yes. I would say I called a week later to follow up on the status and a rep told me that fraud was busy but that she was able to assist me- I informed her that I wanted a response from them to see if I was going to receive my {$1000.00} back she said she would leave detailed notes and was going to extend the dispute until XX/XX/XXXX, she informed me that XXXX had not been responding to them and it was a good sign. I reminded her again that I did not have anything to provide to them from this girl XXXX since she blocked me on XXXX and all I had was her email address and no phone number. The rep told me that I would receive a credit for {$500.00} in the next 10 days. I asked her for the other dispute and she they were working on it. I have been trying to get a hold of Key Bank this past week and I been on hold for over 30 min. Today XXXX I was finally able to get someone on the phone today. The customer service rep said she had to transfer me to the fraud department because she wasn't not able to speak to me. I told her I was confused since the last conversation I had the rep was a customer service rep and she told me the fraud department was backed up and she was able to assist them. She insisted she can not help me and transferred the call. I get on the phone with the fraud department and this rep was completely unprofessional and it seemed like she was working against me instead of helping me out as a valued client of Key Bank. She said I didn't fill out the necessary paper work to file a dispute- I explained to her that I had already done it over the phone with the previous rep because I was emailed a form and only received the last page. She told me that I had to talk to the merchant for the XX/XX/XXXX transaction and that I was already credited for XX/XX/XXXX transaction. I told her this is the first time im hearing about me having to contact the merchant for my XX/XX/XXXX transaction and I let her know I did not receive any credit for the XX/XX/XXXX transaction. She insisted I did and told me to look at my account and that it shows that XX/XX/XXXX I was given a provisional credit of {$500.00}. I asked to speak to a supervisor, she hung up on me. and didn't bother calling me back. I have been on hold for over an hour and throughout my call. After being hung up on I checked my account and I can clearly see that " XXXX XXXX '' withdrew {$500.00} XX/XX/XXXX and on XX/XX/XXXX it was reversed. Every rep has given me different information and no one seems to care to help me recuperate my money. I am trying to get my {$1000.00} back. and I feel like every other bank has helped me whenever I've had disputes. I have lost every dispute with key bank- and I dont care about the small disputes but I most definitely care about this huge transaction.
Company Response:
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-27
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I was recently charged a {$3.00} " Paper Statement '' fee on my Key Bank Checking account. I am not worried about the {$3.00} ; however, to ensure this fee was legitimate, I contact Key Bank ; and requested they provide me with the terms and conditions of my account as this was a new charge. They said that they previously mailed it. I requested this in mail, again, -- -but they said that they could not do this ; as it was online. I asked them to show me, where on my online account, it was ; and after being disconnected twice- they finally directed me to a public page -- -that had some information; but said nothing about the {$3.00} ( There was a different page that actually said 1 statement a month was free ; and additional requests were {$6.00} ). When I attempted to contact them again, I reached the same chat representatives ( XXXX and XXXX I tried multiple times to re-connect ; but they disconnected me each time. It appears as though Key bank is not being transparent with fee schedules and other terms and conditions with my account ; as they will not send me this by mail ; at my request -- and they have been unable to show me how to access it on my online account after several attempts.
Company Response:
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2022-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A