Date Received: 2021-12-01
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I moved from XXXX XXXX to XXXX XXXX XXXX on XX/XX/2021. Before I left XXXX I went into the XXXX XXXX to let them know I was moving to XXXX and opening a local bank account. I informed them that the account would remain open until I could get mine and my wife 's direct deposit changed along with my auto pays for many accounts. Once everything had been changed and cleared I transferred the remaining balance to my new bank in XXXX. I was never contacted by anyone at Key Bank after that until now I received a collection notice from XXXX XXXX XXXX stating I owe {$150.00}, {$50.00} per month for the last XXXX months. I spoke to Key bank home office today. They spoke to the collection agency who said they would have to contact the branch. When they contacted the branch, they said they could not refund the {$150.00} fees because there is no account to credit them to. They really don't need an account they just need to write them off because I did everything I needed to do to close the account.
Company Response:
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: 1. KEYBANK NA Account Number : XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me XXXX days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately disputed this information with KEYBANK NA and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX XXXX # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Good afternoon, On XXXX, I applied online for XXXX XXXX XXXX account. After applying, I tried to access the " return to application '' link to create ID and password. However, it kept erroring out after inputting XXXX digit code received to verify my application. I have called multiple times to get status of the online access and account opening confirmation. The account application was successful according to the multiple representatives I have spoken to. Its been over a month not and yet I have not been able to access my account. Each time I was given reason of " engineering team is looking into my issue. '' One time, I was even asked to send screenshot of the error to their email address, but nobody has replied to that. I opened this account under promotion of {$500.00} when you do {$2500.00} in XXXX deposit. However, I still can not access my account. This is unacceptable as I have limited time to complete an account promotion for which I applied before XXXX XXXX updated the terms of promotion. I feel like I will run out of the time before I could complete the promotion due to XXXX XXXX 's inability to fix the technical issue.
Company Response:
State: PA
Zip: 17404
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-26
Issue: Problem with customer service
Subissue:
Consumer Complaint: This is a follow up complaint to : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2021 KeyBank claimed in their resposne that they have resolved this, but my money has still not been returned. I have called the branch several times since the problem has been resolved, but they refused to talk to me. They made it clear that someone from KeyBank would be reaching out to help rectify, but it has been another month and nothing. I am at loss. The company is simply refusing to return the ~ {$XXXX}.
Company Response:
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2021-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: From XX/XX/XXXX through XX/XX/2021. Someone has illegally taken about {$11000.00} from my Key Bank bank account. I notice that all of the money on my card was missing mid XXXX. I called the bank and someone had taken {$500.00} out of my account XXXX times. I have never authorized these transactions. The day someone started to remove money from my account I was traveling to XXXX. My Key bank card stopped working. I called key bank from the airport to let them know that the card was not working. They said that everything was fine. After speaking with a person from the bank I notice that XX/XX/XXXX is the day where the money started being taken from my account. I was traveling that day and believe that someone at the airport stole my identity or card information. I filed a dispute and the bank denied my case. The continue to say that I authorized the transactions. This is not true. I sent a letter to re open the case and escalate it. In the letter I sent information about the police report that I filed. I also sent a letter on the organization that I was in XXXX with XXXX through XXXX. They denied the request to reopen the case. Now Im looking for an attorney to help me get my money back. I have no idea where the money was sent or who it went to. Key bank has not given me details about how they proved that I authorized these XXXX transactions.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Disabled and need help, In or around XX/XX/XXXX I applied for an application to refinance my home, I was denied credit by Keybank when a loan officer called me in or around XX/XX/XXXX and informed me of the denial and the reason for it stating that I had a lack of income as the reason for the denial. Further stating that the award letter I furnished from Social Security in regards to my disability wasn't sufficient because of income verification issues which she further elaborated and stated that because I am also receiving disability under workers compensation in the state of XXXX Id be able to only use around 38 % of the award benefit issued by Social Security and none of the XXXX income could be used as income verification and further stated that until workers comp stopped paying me that then and only then could I use the full award benefit from social security disability payments. This off-set amount of the award benefit is required by law between the state of XXXX XXXX and the federal Social security administration when receiving payments from both agencies. The details of this offset was arranged by my social security lawyer and is contained in detail in the award letter issued by social Security in or around XX/XX/XXXX and provided by me to KeyBank, my award amount is XXXX a month from social security and will be paid to me in full as soon as the XXXX dollars a month I'm receiving from XXXX is discontinued whenever that occurs in the future. Since there wont be any gap in-between receiving pmts ... once XXXX stops Ill receive the full amount of the ssdi award immediately, which is enough for the loan amount in the refi terms of the proposed refi loan in other words KeyBank calculated that the full amount of the ssdi benefit would be adequate for the new loan so I don't even need to use any of the XXXX income I'm receiving currently to qualify for the new loan they just wont let me use the full amount of the ssdi award I've been awarded. So in my opinion there discriminating against my public assistance income by not honoring the full amount of my award letter when there no reason not to, pointing to some policy they honor that prevents them from doing so from a realized income principle from XXXX XXXX. If that were true then anybody who follows down the same beaten path in regards to being injured on the job and receives XXXX income and is approved for Social Security disable would virtually be unable to access credit. That was the the first part of my complaint that I believe KeyBank is discriminating against me, KeyBank likewise also have discriminated against me by denying me on a XXXX loan that I applied for once they called and told me I had been denied on my refi application, I did this after talking to my branch KeyBank rep at XXXX XXXX XXXX XXXX who stating that there was more flexibility for them on the home equity line of credit side of loan underwriting for that kind of loan, so I was called XXXX days later by the same loan rep from the XXXX office who handles the mortgages she happens to be the same loan officer who called me and informed me of my initial refi denial a few weeks earlier she then proceeded to take my XXXX application. This is after having called me briefly on XX/XX/XXXX when hearing from the branch office in XXXX that I was going to consider a XXXX loan application she stated that she had checked with someone in the underwriting dept and that I shouldn't have a problem being able to use all of my ssdi award benefit on the XXXX loan, stating that a set of additional legal papers I produced from my XXXX lawyer which was separate and distinct from the previous mentioned award letter with off-set details I have already mentioned that I produced during my refi application, She proceeded to state that with the help of these additional legal documents from my XXXX attorney there wouldn't be a problem she had already got any answer from underwriting regarding the matter with the XXXX application. Then on XX/XX/XXXX loan rep from XXXX calls me and tells me my XXXX application has also been denied stating to me a new reason for the denial of the XXXX application using the word permanence in regards to the ssdi award stating on page XXXX of the award letter it states that social security plans on potentially reviewing my case in 5-7 years which effectively means the income could end at that point so they couldn't approve me.So basically KeyBank over the course of about a month of talks tells me first they can only use 38 % or so of my award benefit in the refi, then state that they could use the full award amount if and only if my XXXX income stopped being received. Then on another separate occasion they tell me they can use all of my ssdi benefit in a XXXX then on another separate occasion convey that there's an additionally problem with permanence because of the 5-7 year review then on another separate occasion thru a talk with the lending mgr. XXXX XXXX he proceeds to tell me last week XX/XX/XXXX that underwriting emailed him and stated that the award benefit from ssdi couldn't be used at all in any capacity no matter if my XXXX income stopped or not on the refi end or the XXXX end. That there was just a problem excepting that kind of income with a review set for 5-7 years away period and then makes the outlandish comment that there's also the potentially that if bwc income was discontinued in the very immediate future and at that time ssdi could simultaneously be discontinued because XXXX communicates with social security and when changes happen to XXXX it probably will happen to the other and the underwriter couldn't use any of the income of mine effectively that I have no income to qualify me for either loan all this after switching there positions numerous times throughout the month, having hear him I asked my XXXX lawyer and he told me if and when XXXX does stop paying me disability payments that it has nothing to do with the other stopping or one has nothing to do with the other. So KeyBank wont use public assistance from ssdi because of this offset of XXXX income between the XXXX income streams then they produce another reason to not use it it in that they have no guarantee either will last or continue into the future. Please I need help thank you.
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened my accounts on XXXX/XXXX/2021, with the branch manager, XXXX XXXX. He was not very familiar with any of the banks policies and set me up with XXXX business and XXXX personal accounts. That did not make sense to me... I only used the personal account a few times, and on Saturday, XXXX XXXX 2021, I deposited a check from XXXX of my other banks into the personal checking account, and because my bank was holding a large deposit, the check was sent back to XXXX as insufficient. XXXX inadvertently marked it as " Charge-off '' ... Then on Friday, XXXX XXXX, 2021, Key bank limited all of my accounts, thus freezing my funds, because of their mistake of labeling the check, charge-off. I was promised that once I paid the check, which I did within XXXX hours of being notified on XX/XX/XXXX, the accounts would be released. The next day I received a very inflammatory/upsetting letter, that has nothing at all to do with this situation ( attached ). The letter implied that I had reported a fraudulent issue with my account, which I have not done, among other things. It reads, My in-house counsel and I, are prepared to possibly sue your bank, unless you retract the letter that I received in the mail today, which I have attached to this email. The letter indicates that Key Bank placed a hold on my accounts ( There are XXXX of them ) on XX/XX/XXXX, stating that I confirmed fraudulent activity associated with this account ( referencing account XXXX ). It referenced further, that the hold has been placed on the deposit account referenced above for XXXX of the following reasons : You ( that would be me ) reported or confirmed fraudulent activity related to your deposit account or online banking profile. We recommend you contact a branch to open new account ( s ). You identified and reported a fraudulent account opened in your name that we are in the process of closing. Key Bank detected suspicious activity related to your deposit account or online banking profile. The account hold is typically resolved within 10 ( ten ) business days. We appreciate your patience while we resolve this issue on your behalf. This letter is a fraud, as I have reported nothing, and as I have stated in prior emails, I simply deposit a check written on my account at another bank that was returned insufficient, because I had a deposit hold at another bank. Once I became aware of this issue, on Friday, XX/XX/XXXX, I immediately went to my branch and informed my branch manager, XXXX XXXX, at the XXXX XXXX XXXX XXXX # XXXX, and he promised to call Key Bank and to have my account unlocked. Once he did, he would call me, and I would XXXX or wire the money from the account that I wrote the original check that bounced, to cover the insufficient check. Since XXXX XXXX did not call me back, I went into the bank on XX/XX/XXXX, and paid the balance, with a cash advance from the debit card of the same bank, and account that the insufficient check came from, as the deposit had been released. And it was I, in an email to XXXX XXXX, on the morning of XX/XX/XXXX ( see attached email ) who indicated that if you did not unlock my accounts that had been rectified that day, or I was going to end the relationship. And when I came into the branch later that day, XXXX XXXX indicated that the whole problem was because my other Bank had labeled the insufficient check as charge off. And he once again made promises that he had spoken to corporate, based upon my earlier email to them, and they had assigned a female ( I did not get her name ) that was going to reactivate my accounts. This was the only reason that I did not close all of my accounts. Then a couple of hours later, XXXX XXXX called me to say that Key had decided to end our relationship, because there was too much risk However, he refused to answer how a single insufficient check could cause that... This past weekend, I received in the mail, and notice from XXXX, with a copy of that check. It is clearly marked insufficient, not charge off, so XXXX is a liar. Please help.
Company Response:
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: We made two ACH transfers to a payee with KeyCorp/KeyBank accounts -- {$1900.00} authorized on XX/XX/2021 and {$1000.00} authorized on XX/XX/2021. Unfortunately, we subsequently learned the payee had provided an incorrect account number and never received the transfers. We, our bank, the ACH provider, and the payee were all assured that the funds would be returned to our account in three business days since the account number and name did not match. However, this was never done and KeyBank subsequently refused to return our funds to us. This, in our view, is fraudulent retention of our funds. I submitted a Certified Letter ( copy attached ) to XXXX XXXX, XXXX, Chairman, and President of KeyCorp/KeyBank outlining the problem and demanding that our funds be returned to us. Three weeks later I have yet to receive even the courtesy of a response to my letter. It has now been eight weeks and we have yet to receive a refund of our funds. This is nothing short of unacceptable and intolerant and a fraudulent retention of our funds.
Company Response:
State: FL
Zip: 34691
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently filed a complaint regarding the actions of Key Bank and I am not satisfied with the results. Key Bank refuses to take responsibility and the actions are unlawful. See my original complaint below. I am submitting it again. We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT A person unknown to me tried to scam me via XXXX. They texted and left voicemails stating they deposited money in my account could I send them the money back. this was Sat XX/XX/2021. I didn't respond so the messages became nasty and threatening to 'charge ' me with bank fraud. I checked my account and there was a pending deposit of {$160.00}. I use XXXX and have never had it pend ; it's an immediate deposit. I checked my account again Monday afternoon XXXX est and the deposit was still pending. I called the local XXXX XXXX location in Colorado and verified the person didn't actually send the money and could cancel the deposit at any time. He agreed this is a scam. If I sent them the money, they could cancel that deposit at any time and I would be out {$160.00}. And with XXXX there is no recourse once you click that final submit button ... which they did not. I reported the two numbers they were contacting me from with FBI, CO & TX fraud departments. I texted them and let them know I reported their scam. Later on XX/XX/XXXX, a deposit was made to my account, assuming to cover their attempted scam.. they continued to contact and threaten me. then on XX/XX/XXXX, I received a letter from Key Bank stating they returned the money to this person due to the XXXX transaction could not be completed. Not sure what that means. I called Key bank and got the runaround. I spoke to numerous people in their fraud detection and fraud reporting departments. they said it was a bank-to-bank decision. XXXX XXXX called Key Bank on behalf of this scammer, and they decided to send this person the money from my account. NO ONE contacted me. No one looked at the notes on the account regarding the scam. The last person, I spoke with, XXXX, said there was nothing she could do and that was that. She was rude and disrespectful as if I did something wrong. What they did, Key Bank was criminal... I did not authorize them to take money from my account. I know the XXXX policy at XXXX and XXXX XXXX, I downloaded and read both, they had no right to touch the money in my account. They committed a crime.
Company Response:
State: FL
Zip: 33710
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: Im receiving aggressive bill collecting. This account is being paid through XXXX XXXX XXXX. Payments have been sent to this company, yet the harassing calls persist.There seems to be a concerted effort to bully me into giving more.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A