Date Received: 2021-11-11
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: CFPB case # XXXX KEYBANK case XXXX XXXX ( Prior case # XXXX ) I read KEYBANK reply to my complaint where I confirmed that previous refund of {$170.00} was made to account, as a gesture of goodwill. It happened after I completed manager 's request to provide an evidence where were bank error verified and confirmed. In regret the frustrating experience I have had I share this practice which needs to be an investigated. 1. Picture # 1 from account statements on XX/XX/2021. On the picture you may see that account balance wasn't negative, but was charged with the overdraft fees {$38.00}. If this charge will be returned, account balance wouldn't be negative after all transactions including international fees. " Charge off '' is an accounting function, where overdraft fees is bank ambitions and makes balance negative {$260.00}.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My name is XXXX XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. This account is reporting late, yet it is closed and the balance is XXXX as reported in my XXXX and XXXX. Lets correct this immediately. The Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints.
Company Response:
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XXXX of 2021 I opened an account with Key Bank. When setting up my account, I made sure that I did not allow the institution to overdraft my account. Since setting up my account, I have repeatedly been charged overdraft fees for one-time debit card transactions, which are exempt from overdraft charges according to CFPB 's regulation 1005.17. I last submitted a complaint to the CFPB on this issue on XX/XX/2021 ( complaint ID XXXX ) after repeated attempts to resolve the issue with Key directly. Key issued a statement promising to reverse the charges, in the amount of {$77.00} by my next bank statement. That bank statement has come and the refund has not. This is a financial institution with many billions of dollars at this disposal, yet they are unable to treat their customers with dignity and respect? Additionally, Key has started charging me with ATM fees, though I have not used any ATMs in this billing period.
Company Response:
State: WA
Zip: 98682
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I received a mail solicitation from KeyBank, offering a {$500.00} credit if I opened a new checking account that would receive a single direct deposit of {$500.00} or more. I opened the account on XX/XX/XXXX, and the first ACH deposit ( from my employer ) was in the amount of {$1000.00} on XX/XX/XXXX ( my first pay date following opening the account ). Subsequent ACH deposits have followed. The specific commitment made was " Your gift will be deposited within 60 days of meeting requirements '', which requirements were met with the XX/XX/XXXX deposit. I have repeatedly contacted the bank, been promised action, and they have failed to complete the crediting of my account, without explanation. The specific offer code was XXXX, which was supposedly encoded into the account when I opened it.
Company Response:
State: WA
Zip: 98118
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I applied for XXXX XXXX checking account on the XX/XX/2021. The account application was successful according to the multiple representatives I have spoken to. I have called in multiple times for the status of the account. Till date, I have not been able to access my account and each time I am given reason of " engineering team is looking into my issue. '' This is not acceptable as I have limited time to complete an account promotion for which I applied before XXXX XXXX changed the terms.. The bank is not able to give me access to my account and I feel like it is literally dragging the process so that I may not get the promotion.
Company Response:
State: PA
Zip: 17404
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/2021 I applied for a cashout mortgage to pay of credit card debt. My current mortgage has FHA mortgage insurance and my credit score is now high enough that I can remove that cost, and the savings would allow most of the then {$32000.00} credit card debt to be paid off. The timing was 3-4 months to close. Expecting that timing, I paid half down for a fence ( {$8000.00} ) and was then told I needed an appraisal. I had one done not so long ago, however Key was insistent that this was needed for a cash out. I have found this to be true from other lenders. The appraisal came in {$270000.00} and the statement, " XXXX ; No updates in the prior 15 years ; The kitchen and bathroom are dated. Some of the interior decor and flooring are dated. The basement has some dampness which is often typical in these homes. There was no standing water or foundation damage. The estimated cost to waterproof the basement is {$10000.00}. The third floor is treated as a line item instead of being included in the overall GLA since its value contribution is far less per square foot than the first two floors. Also, public record often does not publish the finished area GLA. The wood shingle exterior is ready for paint. '' The interpretation of this was that I MUST waterproof, and the cost was {$11000.00} and could not be done until XXXX. So I had to use IRA money and credit cards to pay for the waterproofing and other maintenance. I also have come to understand that there is some leeway in the interpretation. Even after paying for half the water proofing Key was adamant about not closing until waterproofing was complete. Nor would they use the appraisal less the amount of waterproofing for a loan. I was not adequately informed about the consequences regarding an unfavorable inspection, I've had several appraisals for this house and also other property I've owned and have not had any adverse information. I was told to use my Key XXXX XXXX and Credit card, current credit card debt is {$59000.00}. I am now not getting any answer from the appraiser and after that was told it would be several more weeks for underwriting to approve. And using my past experience with this, I'm anxiously awaiting what other cash layout awaits me. I also believe some of the strict underwriting rules need to be reexamined to accommodate retirees with substantial XXXX, pension in lieu of working monthly income.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My name is XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. This account, KEYBANK NA XXXX, is reporting late, yet it is closed and the balance is XXXX as reported in my XXXX and XXXX Credit Bureaus. Lets correct this immediately. The Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints.
Company Response:
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I was given a cashers check from XXXX XXXX i signed the XXXX over to my daughter she deposited at her bank key bank they cashed the check 3 days after we deposited XXXX XXXX told us they no thier was no fraud in this deposit but still will not release the funds XXXX XXXX would write me a new check but they can not because they have already cashed it what can i do
Company Response:
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: In 2006 I asked my cousin to open an account using an endowment check issued to me from the XXXX XXXX XXXX. I was unable to get to the bank myself and the XXXX XXXX XXXX XXXX advised my cousin that the only way for her to deposit the check would be to open a joint account with herself as the primary account holder. About a week later, after the check had cleared I called to find out if they needed additional information from me. They subsequently closed the account because I was not present to verify my identity with government issued identification. The bank sent the account balance in the form of a check to my cousin because she was the only address they had on file. There were zero withdrawals and only one deposit of a check made out to me and I feel they essentially laundered the money to my cousin and now she refuses to return it.
Company Response:
State: AZ
Zip: 85705
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The bank does not properly process and display transactions. ( See photo 1, the account balance has been changed, what was the reason for this is not known ). Disables some services for the time required to calculate the commission ( see photo 2, where overdraft protection service is unavailable ). I believe that the bank artificially creates temporary delays in some payments, not displaying them in the personal account. Thus, in a few days there can be several transactions that have the " pending '' status. According to the bank 's manager XXXX XXXX : " the bank uses priority based on the amount of the transaction, and not the date of the payment, a large amount is considered the main one. '' In my case : XX/XX/XXXX there were 5 ACH transactions with the same amount of {$10.00}, XX/XX/XXXX there was 1 ACH transaction of {$96.00}. Thus, after 3 days, the bank displays all payments at once, first the maximum amount of {$96.00} is debited, and then {$10.00} five times. I believe this is done solely to maximize the overdraft commission imposed on the account. Once again I want to draw your attention to photo 2. The result of the manipulation : XXXX $ ( overdraft ) * 5 ( times transactions ) = XXXX $ fees. At the meeting with the bank manager, I did not receive any clarification about the photographs provided and explanations to them. XXXX XXXX 's promise to sort it out was not crowned with a positive result, as the person was directly interested, and the photo remained without any explanations or comments, as well as the balance of the account. Earlier, I have already encountered overdraft charges to my account in the Key bank, but after I showed that I can not manage my debit card in the Key bank app, where it says that I don't have it, fees was dismissed... I wish to believe that it's system error, but manager said that he needs to ask someone and that I don't have a right to know it, but he will submit me a decision on a next day. I am forced to consider this as another manipulation on the part of the bank, when the manager shifts his powers to an indefinite person and avoids answering the photographs presented by me at the meeting. P.S. on the top of the pictures is date when it was created.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A