Date Received: 2022-01-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Hi my name is XXXX XXXX and I am submitting this complaint without any influence from any third party or agency. Please see attached denial from KEY Bank and response from their bank office. I have been reading the law lately and According to 15 U.S.Code 1692d1692d Debt collector may not engage in any conduct ( no restriction ) which will harass, oppress or abuse any person in connection with the collection of a debt. Oppressing a right would be conduct not allowed from 1692d. Credit is the right granted and protected by federal law. If any debt collection caused a denial of credit this allows for damages. Notice, it is a fact, affiant is aware, credit is a right granted to me as a creditor under the Truth in Lending Act and KEY CORP does not have right to oppress or abuse any part of my character which would restrict or prohibit my right to extend credit. KEY CORP has oppressed my right to extend credit which is a violation of 15 U.S.Code1692d, see Exhibit A, and B. I will also be submitting my findings to the attorney general for further investigation. I would really like for us to come to an agreement and understanding.
Company Response:
State: PA
Zip: 19006
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I am filing a complaint with KeyCorp, its chartered bank KeyBank National Association, and its loan brand XXXX XXXX as they are providing different loan rate discounts to different customers while providing inconsistent and incomplete information as to whom is eligible. This difference in the loan rate discount will result in over {$25000.00} in additional interest over the life of the loan, and when I contact XXXX XXXX customer support, all they will say is that I am ineligible for the additional discount and nothing can be done. In XX/XX/XXXX, I refinanced my graduate student loans with XXXX XXXX based on the referral of a friend from graduate school who had refinanced their XXXX student loans with XXXX XXXX a couple weeks earlier. What made XXXX XXXX interest rate the most competitive is that they offered an interest rate discount if you opened a linked savings account, with the rate of the discount dependent on the balance of the linked savings account ( Original Rate Structure ). The loan type, interest rate, and term I received were exactly the same as my friends and the balanced refinanced was almost the same. Both of us opened linked savings accounts and deposited the amount needed to received the largest interest rate discount. On XX/XX/XXXX, the same friend received an email from XXXX XXXX informing him that he was now eligible for a new set of interest rate discounts ( New Rate Structure ) based on the amount in the linked savings account, with the discount increased up to 1.2 % based on the balance ; however, the balance requirements did not change. The email also stated that the increased discount would be retroactive to the loans third billing cycle. The email did not state why he was receiving an increased rate discount. I have attached the email for reference, redacting any information that could identify my friend. My friend told me about the email, and asked if I had also received it. When I told him I had not, I asked him to forward me the email, which he did on XX/XX/XXXX. The next week ( week of XX/XX/XXXX ), I called XXXX XXXX customer support to inquire as to why I had not received the email and whether my loan rate discount would be adjusted to the New Rate Structure. The customer service representative told me I am not eligible for the New Rate Structure. When I asked why, the representative explained that certain people had seen an incorrect payment amount on a slider on XXXX XXXX website during the loan application process, but pre loan approval and acceptance, and the New Rate Structure was put in place to honor the incorrect amount the people had seen. The representative told me that only these people were being notified about the New Rate Structure and nobody else was eligible. I explained that the email did not mention any error or reason as to why the recipient was to receive the New Rate Structure and I asked again to have the New Rate Structure applied to my loan. The representative told me it was not possible. At this point I asked to speak to manager, and the representative told me that they would forward my inquiry and a manager would contact me. The next day, a Member Advocate Team Manager from XXXX XXXX called me regarding my inquiry. She told me she listened to the recording of my call with the customer service representative from the day before and that the representative had provided me with incorrect information. The manager explained to me that the error was that some people had seen an incorrect higher rate on a slider on XXXX XXXX website during the loan application process ( pre loan approval and acceptance ) and that these people were being notified of the New Rate Structure to compensate for the incorrect rate. However, she told me that the rate my friend was currently seeing on his profile was the correct discounted rate, and his discounted rate would not change. I reiterated my understanding that the New Rate Structure was to account for the difference in the slider rate and actual rate, but that his current discounted rate was the correct one, and she confirmed this. At this point I dropped the matter since both my friend and I had the same discounted rate on our accounts. The week of XX/XX/XXXX, my friend told me that he checked his account and his rate dropped to incorporate the increased discount as per the New Rate Structure. I was shocked as the manager had previously confirmed to me his discounted rate was correct and would not change. I again called XXXX XXXX and asked to be transferred to the Member Advocate Team Manager I previously spoke to. The customer service representative told me she would escalate my request, but since it was the holidays, not to expect a response until the next week or after the new year. I told the representative that was fine, and explained the situation again. This representative repeated that the rate was New Rate Structure was for people who had seen an incorrect payment amount, not an incorrect rate as the manager previously told me. I said I would wait for the call from the Member Advocate Team Manager. On XX/XX/XXXX, I received a call from the Member Advocate Team Manager and I explained to her that my friend had his loan rate adjusted based on the New Rate Structure which was contradictory to what she had previously confirmed to me. She told me that the New Rate Structure was in fact for people had seen an incorrect payment amount on a slider. When I explained that the slider was pre loan approval and acceptance, she said that this was the decision of the company to honor that payment amount and institute the New Rate Structure. I asked if she could confirm that I was not part of this group who had seen the incorrect amount, she said that the proof of confirmation was that I had not received an email. I then asked her for the number of loans affected by this error and the dates when the incorrect payment was shown, and she would not provide me that information. I asked if there was anything that could be done, and she said no. Given the lack of rationale in the New Rate Structure email, the inconsistencies about the rationale, continued timing mistakes related to my rate ( which have been separately resolved ), lack of communication about the error, and lack of confirmation that I was not affected by the error, I am suspicious that XXXX XXXX is only applying the New Rate Structure to selected customers. What is even more suspicious is that two customers that applied for the same loan, same term, and approved for the same rate around the same time have different interest rate discount structures. I am requesting an investigation to ensure that the New Rate Structure is applied fairly and wholly to all customers.
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Advertising
Subissue: Confusing or misleading advertising about the card
Consumer Complaint: I received a letter on Keybank letterhead from Keybank Prepaid Card Services XXXX XXXX XXXX XXXX, CO XXXX. It referred to an account ending in XXXX in my name. I don't have a prepaid card, so I called to get clarification. The young lady said it wasn't a scam, but she was aware of other people calling in about something similar. She asked for my birthdate to validate and then the call dropped. I'm not sure if this was a scam, so reporting it just in case.
Company Response:
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Keycorp/Keybank-Joint checkinXXXX account. On two instances funds were withdrawn from a joint account held by my XXXX - XXXX XXXX and me- XXXX XXXX. Funds were withdrawn via an e-check to a XXXX compay. First Incident - My XXXX had XXXX away XX/XX/XXXX and the first e-check was withdrawn XXXX XXXX XXXX. This account was her primary account into which her Social Security deposts were made directly. I only discovered the fraudulent check in XX/XX/XXXX while preparing my XXXX 's taxes. Due to onging Covid shutdowns and restrictions it was difficult to get clear instructions on filing a dispute and finally a meeting face to face with the Branch Manager-XXXX XXXX XXXX XX/XX/XXXX. Considerable time was spent on the phone with the Fraud and DIsputes dept to file the correct paperwork. Please refer to the attached file that further details the first dispute, follow up contacts, then ultimately the second dispute initiated XX/XX/XXXX for another e-check withdrawn from the account. Futher- the account was supposed to be flagged/locked against any withdrawals or debits. SSA continued to make direct deposits into the account, even though efforts have been made to re-submit my XXXX XXXX XXXX. They will want the money paid into the account back. That would include the total amount withdrawn by the fraudulent checks. I have been treated more like the criminal than the victim thoughout this issue.
Company Response:
State: MA
Zip: 01013
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had XXXX stolen from my Illinois unemployment card account and I received a check for XXXX and key Bank refuses to return my money
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2022-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: XX/XX/XXXX : Received email from KeyBank, who issues a pre-paid debit card pertaining to child support payments made to the Alabama Department of Human Resources ( DHR ) Child Support division, about " rewards expiring. '' XX/XX/XXXX : Received another email from KeyBank stating it is my " last day to redeem your rewards! '' XX/XX/XXXX : Called KeyBank ( XXXX ) to confirm card ( which expired XX/XX/XXXX ) was cancelled. Told by XXXX ( KeyBank ) she could not close the account as the AL Child Support needed to make that request. Asked to speak with supervisor. Spoke with XXXX and she recommended I call XXXX XXXX, gave me the XXXX phone number ( XXXX ) and said she hoped I could resolve the issue. XX/XX/XXXX : Contact XXXX XXXX to request closure of card. Told they no longer do business with KeyBank and would not be able to contact KeyBank to close the card. Stated the card is in my name and I need to close it. XX/XX/XXXX : Contacted CFPB to ensure that KeyBank is required, by law, to close the account at my request since the card is in my name and uses my information to retain that card and spoke with XXXX. XX/XX/XXXX : Contacted KeyBank, spoke with XXXX, who escalated my issue and said I would be called back within 24-48 hours. XX/XX/XXXX : XXXX, a supervisor from KeyBank, called and he said he is unable to close my account due to the company policy that XXXX XXXX will need to make that request even though the account is in my name.
Company Response:
State: DC
Zip: 20008
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently opened a brand new account with the company online. Had two large deposits, one being a direct deposit of {$500.00} and the second being {$1500.00} check from my place of employment. Since I am a new customer my check was held for 7 days which was fine to me. But they completely blocked my account from any withdrawal or use of my card. I cant even access my funds that I deposited myself. After talking to multiple customer reps and branch employees no one can tell me why I still cant access my funds even after my check has been cleared and paid.
Company Response:
State: MI
Zip: 48075
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I've contacted Key Bank several times asking them to apply additional payments to my principal. The first time I was told I couldn't do that. The second time I was told I had to pay the principal reduction before the XXXX of each month. The third time I was told I had to make the regular and principal payments together. The last time I was told that they would try to apply this additional payment ( paid in XXXX ) to principal but that it would not show up until next statement and that I had to call each month to have any additional payments applied to principal reduction. I told the representative that I'm trying to pay down the loan but he said that if I did not send the additional payments via mail, I will have to call each month. They are also changing my regular monthly payment so that I continue to pay the high interest rate. The interest rate is 11.29 %.
Company Response:
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: i was granted by the XXXX County court, XXXX CO Magistrate the Guardianship and Conservatorship to my sister. i was already her POA i contacted the bank to get access to her account/s. i could only talk to the branch where she opened the account, which is very odd. after many calls and messages left to the branch manger, they called back confusion of what exactly they requested. Branch manager kept adding in more documentation. because i was out of state i was told i needed to come in person and have papers with. then because i was out of state i was told to have the POA checked by an attorney including a notarized letter stating they were not tampered with. ( i did ) I always had to call and see if the UPS was received with docs, only received XXXX calls. i called expedite team, i filled with the XXXX and because of a her going into the hospital the case was closed... it goes on and on here 's the problem with our financial institution. FDIC too how can they overrid branch manager could of emailed me a list instead of me trying to track her down for answers. ..since XXXX of XXXXalways in a meeting, out of office
Company Response:
State: IL
Zip: 62025
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I deposited a XXXX check on XX/XX/2021! XXXX was made available. Before the remaining could be cleared my accoubt was places on hold then closed. I received an account summary details of what was left in the account XXXX. The check was not for me to deposit but my landlord. However ; its been 6 months with no details of when and where the funds are. The XXXX XXXX the sender of the check is requesting the funds back or a detailed document stating Keybank is still investigating and will return funds to sender. Keybank will mot cooperate with me to get this matter resolved. It is affecting my livelyhood and life.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A