Date Received: 2021-09-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: XXXX complaint filed already. No response from Key Bank. How long does this take. Just close my acct and send me my money!! CFPB has not done anything to help me!!
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I MADE AN ONLINE PURCHASE XXXX FOR AN UPCOMING BIRTHDAY I NEED. THE ITEM FOR DAYS SHOWED " PENDING '' WITHOUT ANY SUCH MOVEMENT. I REACHED OUT TO THE COMPANY BY EMAIL SEVERAL TIMES STARTING ON XXXX ASKING ABOUT SHIPPING. ON XXXX I EMAILED THE COMPANY BACK ADVISING THEM TO CANCEL THE ORDER AND EFFECTIVE THAT DAY AS WELL XXXX THEY WERE NO LONGER AUTHORIZED OR PERMITTED TO CHARGE MY CARD, AND ADVISED IF THEY IT WOULD BE CONSIDERED ILLEGAL AND FRAUDANTLY. I ITEM WAS NEEDED FOR A XXXX BIRTHDAY ON XXXX AND THIS COMPANY ADVISED A TENATIVE SHIP DATE OF XXXX AFTER THE GIFT WAS NEEDED. SO ON XXXX I NOTICED AFTER REVIEWING MY ACCOUNT THIS COMPANY HAD WENT AHEAD AND ILLEGALLY CHARGED MY GOVERNMENT ISSUED UNEMPLOYMENT DEBIT CARD 7 DAYS AFTER BEING ADVISED THEY WERE NOT AUTHORIZED TO CHARGE ON MY DEBIT CARD ENDING IN XXXX. AFTER I NOTICED THIS CHARGE I CONTACTED XXXX DISPUTES AND FROM THAT POINT FORWARD IT HAS BEEN NOTHING BUT A DISASTER WITH KEY BANK NOR DID THEY PROVIDE ME WITH A PROVISIONAL CREDIT WITHIN 10 DAYS OF FILING THE DISPUTE. SO FORWARD TO BEGINGING OF XXXX XXXX I CALLED INTO KEYBANK DISPUTES TO CHECK THE UPDATE/STATUS AND THE MAN TELLS ME THAT ON XXXX XXXX THE COMPANY PROVIDED DOCUMETATION OF THE ITEM BEING DELIVERED- THAT WAS NEVER THE CASE- THE DRIVER LEFT MY DRIVEWAY WITH THE BOXES IN HAND. I ASKED WHY I WAS NEVER SUPPLIED THOSE DOCUMENTS I AM ENTITLED TO VIEW AND SEE WHAT WAS NEXT TO DO. THE MAN ADVISED ME THAT IF I COULD FID SOME DOCUMENTATION SHOWING OTHERWISE I COULD SUPPLY THAT. I REACHED OUT TO XXXX AND EXPLAINED THE SITUATION AND ASKED IF THEY COULD PROVIDE ME SOME DOCUMENTATION SHOWING IT WAS NEVER RECEIVED. ON XX/XX/2021 I FAXED KEYBANK THE DOCUMENTS I WAS ABLE TO GET FROM XXXX AND THEY STATED THEY WOULD LOOK INTO THE CASE WITH THE NEW DOCUMENTS SUBMITTED. SO FROM END OF XXXX UNTIL TODAY XXXX KEYBANK HAS DONE NOTHING LIE AND XXXX ME SINCE XX/XX/2021 ON THIS DISPUTE. SO ON XXXX I REACHED OUT AND SPOKE WITH SUPERVISOR " XXXX '' HOW TELLS ME I'LL CALL YOU TODAY OR TOMORROW WITH THE STATUS UPDATE BECAUSE SHE NEEDED HER STAFF TO REVIEW IT. WELL " XXXX 'S '' PHONE CALL NEVER CAME. HOWEVER, I DID ASK HER FOR A NUMBER O HOW I COULD REACH HER AD SHE PROVIDED WITH SOME ODD PHONE NUMBER AREA CODE " XXXX '' I DID LEAVE A VAGUE MESSAGE ON SOME KIND OF VOICEMAIL ASKING FOR A RETURN CALL AND NOTHING. SO TODAY XXXX I REACHED OUT AD SPOKE WITH SOMEOE ASKING THE STATUS AND ADVISES ME THE CASE WAS CLOSED YESTERDAY XXXX AND IT WAS OVER THE TIMEFRAME FOR ME TO RECEIVE MY FUNDS BACK!!!!!! SO I'M CURRENTLY OUT {$420.00} FOR THE NON RECEIVED ITEM AND {$420.00} IN CASH ( LIQUID ) THAT WAS PAID OUT FROM MY DEBIT CARD THAT THIS COMPANY ILLEGALLY TOOK SEVERAL DAYS AFTER THEY HAD BEEN ADVISED NOT TO TOUCH MY DEBIT CARD.
Company Response:
State: NY
Zip: 12866
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, My bank ( Key Bank ) recently charged me fees ( {$15.00} on 4 occasions totaling {$60.00} ) associated with excessive transfers/withdraws from my savings account. When I reached out to them to see if there was any way they could be revrsed since I was not aware of these restriction on my account, the representative falsely said, " Those fees are federal regulated fees and are unable to be waived. '' But according to my research, Regulation D was waived in XXXX. XXXX and at least in the interim, was left up to individual banks discretion. After I pointed this out to the representative through an informed back and forth, where he repeated that this was federal regulation and there was nothing he could do, he ( XXXX XXXX changed his tune and admitted that it is in fact an institutional decision. At which point I asked to speak to his manager. The manager waived the fees as a " courtesy. '' So I managed to get out of this situation... but I wanted to file this report as a record of Key Bank 's misconduct misleading consumers about what is and what is not federal regulation.
Company Response:
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a checking account with key bank, there was some fraudulent charges from XXXX XXXX XXXX I reported this a d disputed it. These charges were well over XXXX $ and it put my account negative. After 3 months and both companies agreed that the charge is both incorrect and fraudulent/mistake yet no body has refunded my money I am out over {$4000.00} and my credit score got several charge offs. Neither company wants to refund me and I keep getting passed off to the other. I have lost my job and because I couldnt afford my medication I suffered some life threatening medical conditions. I missed over a month of XXXX and racked up a {$30000.00} hospital bill. I need help getting my money back and getting the charge off off my credit report. They admit it was wrong but no body will help me. They hang up on me or never call me back and at this point I am going to get an attorney. This is my last attempt at trying to solve it without an attorney.
Company Response:
State: UT
Zip: 84054
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I noticed that my student refund was sent to an account that I no longer have. I attend XXXX XXXX XXXX XXXX. I began looking for my refund only to find out it went to an account I have not used since XXXX. Upon my bringing investigation, I was told {$2000.00} went to an account of an old girlfriend. We are not on good terms. I immediately called Key Bank to see if my name was listed on her account, and I was told my name was on no accounts, but my ex-girlfriend did receive the money and planned not to return it. XXXX sent the money because it was the account I had on file. However, I believed that my account was inactive, and I would have to provide up-to-date information before transferring the funds. I have filed a complaint with the XXXX, but I received a message that XXXX is not liable, and neither is KEY Bank if the money is not returned. I never authorized the transaction. XXXX states an account becomes dormant after 12 months of activity. This account has been inactive for three years, and their policy states that to reactivate, one must perform a transactional activity. I did not perform such action as I was locked out of the account. I did not re-authorize any funds to go into an account with no activity in three years. I have visually impaired, and these funds are my only source of income aside from my social security.
Company Response:
State: IN
Zip: 46208
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello I am XXXX WA XXXX XXXXXXXX this complaint involves the headquarters. On here I have a chance to share more detail of my full story. How dare your XXXX bank close my account by prejudgment because I am XXXX and yet steal my money which I could of gave to a charity. First off can I prove all my statements yes I can all of it. I went into the XXXX XXXX XXXX XXXX to open an account as a brand new member. I knew it was strange when I was asked what's my back up income is. It was as if I can not afford to pay for something if my account goes over drawn even though I already told her I work for XXXX, by the way this is my bankers name XXXX XXXX. If anyone reviews the camera at the location I would of thought the banker was XXXX. Seriously because I had all custom designer clothes on worth thousands of dollars with my name on it that cost way more than their clothes and cars they had. Even my shirt was one of kind I kept getting complements on it. My money that I gave your bank was stolen and my account was closed illegally because of something you guys read online " XXXX XXXX XXXX '' My attorney is in the process of filing a lawsuit against your company. I want to know why you closed account? Before your your bank is going to get exposed to all news outlets around the world when I do interviews about the XXXX that I have received. I know on XX/XX/20 when I attempted to sign in with my bank account information on the app it told me " Your online Banking account is restricted To verify your identity and gain access, please call us at XXXX '' which ended up being a huge waste of time. the good news is that my phone was on speaker phone so I got witnesses in my house and everyone that was on my XXXX XXXX video chat session. They heard how customer service mistreated me and how customer service team violated my rights as a person with a XXXX and wanted me to go to into a branch and infect all theirs workers.. I told them I can not at the moment I have Covid symptoms and I am also a person with a XXXX. After an hour they finally found someone to tell me my account was closed. The whole messed up part about it the XXXX people I talked to kept telling me to going inside your bank to find out why my account was closed even though they knew I had Covid symptoms. They wanted me to go in side the bank to infect all of those workers. They wanted me to go break all laws and I told them I am not going to go put those workers life at risk. They gave me the number to the local XXXX XXXX branch that said " XXXX XXXX XXXX is what is being reported by the the consumer people '' Key Bank signed me up for in account at their branch and said I was all good and when I leave conspire to find away to remove me because of something XXXX XXXXXXXX XXXX told them they prejudged a book by the cover which makes it worse they did this to a person that has multiple XXXX. XXXX XXXX XXXXXXXX? XXXX " XXXX XXXX Unfair practices of places of public resort, accommodation, assemblage, amusementTrained dog guides and service animals. It shall be an unfair practice for any person or the person 's agent or employee to commit an act which directly or indirectly results in any distinction, restriction, or XXXX or the requiring of any person to pay a larger sum than the uniform rates charged other persons, or the refusing or withholding from any person the admission, patronage, custom, presence, frequenting, dwelling, staying, or lodging in any place of public resort, accommodation, assemblage, or amusement, except for conditions and limitations established by law and applicable to all persons, regardless of race, creed, XXXX, national origin, citizenship or immigration status, XXXX orientation, XXXX, XXXX XXXX veteran or military status, status as a mother breastfeeding her child, the presence of any sensory, mental, or physical XXXX, or the use of a trained dog guide or service animal by a person with a XXXX : PROVIDED, That this section shall not be construed to require structural changes, modifications, or additions to make any place accessible to a person with a XXXX except as otherwise required by law : PROVIDED, That behavior or actions constituting a risk to property or other persons can be grounds for refusal and shall not constitute an unfair practice. ''
Company Response:
State: WA
Zip: 98106
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: KeyBank has been making my life XXXX! I submitted my original complaint to CFPB on XX/XX/2021, Complaint ID : XXXX. The company took over a month to resolve the issue, and in that time the original issue created additional problems, more bank fees! I have tried calling KeyBank to resolve these additional fee problems, and I've also emailed KeyBank. I have headed all of the instructions they gave me, but THEY STILL HAVE NOT RESOLVED THE ISSUE! KeyBank is so broken and disconected. Sometimes I called in and spoke to one person and the next time I called in, the original person that I spoke to had been " let go ''. I emailed a branch manager by the name of XXXX XXXX, as instructed by KeyBank staff. That email included call recordings between myself and the bank staff so that I would not have to constantly keep repeating myself over and over and over. I never got a reply to that email, and STILL no remedial action has been taken. KeyBanks website is it's primary way for customers to interact with their account, but the website is so VERY lousy. And it's not just on the consumer-end either. I've spoken to KeyBank reps and have had them access my account while on the line with me, and they see the same thing that I see which is very little insight into my account. I openly invite the CFPB agency to access my actual KeyBank account online, so that I can illustrate exactly what I mean regarding the poorly organized KeyBank website. As of the writing of this letter, XX/XX/2021 KeyBank has hit me with fees amounting to what I think is {$75.00}. The reason I say " I think '' is because KeyBanks website is so poorly organized as I've mentioned before. The online portal only allows users to see the last THREE months worth of transactions on the account, and then everything else just disappears. When calling into a KeyBank branch and speaking to a rep, I've had one rep tell me that there are no fees and another rep tell me that there are fees. KeyBank makes it so hard to work with them, and they have no problem calling me constantly for debt collection purposes. I have kept all call recording and email communication associated with this issue. I have attached some of those call recordings to this complaint. There are more recordings that I am unable to attach due to limited space.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: On the date XX/XX/XXXX of this year Unemployment released my payments to KEYBANK which than processs me to receive a card. KEYBANK NEVER SENT ME A CARD! They keep telling me unemployment never sent a email to the bank for my account to be unlocked! THATS NOT TRUE! UNEMPLOYMENT SENT NUMEROUS EMAILS TO KEYBANK FOR MY ACCOUNT TO BE UNLOCK AND I BELIEVE THEY DID SEND S EMAIL BECAUSE I STILL WAS RECEIVING AND STILL RECEIVING PAYMENTS BUT ITS ONLY DUE TO THE FACT I SWITCH THE OPTION TO GET DIRECT DEPOSIT! ITS OVER {$4000.00} that unemployment sent to key bank and the bank never even sent the bank back! Its to the point I call the bank they now telling me its {$0.00} in my account so wheres the money that was sent since XXXX?!?! Im so confused and I need help!
Company Response:
State: NY
Zip: 11222
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2021 I received a notice of late payment identifying a mortgage amount with which I was unfamiliar. The notice indicated I was late on a payment of {$5200.00}. My monthly mortgage payment up to that point was {$4500.00}. The change was apparently due to an increase in my mortgage escrow. I never received notice of the change. As such, my regular payment was made but it Key identified it as late because was short. When I called, on XX/XX/XXXX, I realized this and asked the agent to advise me as to how much I needed to pay to make up for any shortage. He told me i needed to pay {$680.00}. I paid it. Evidently, the indication from KeyBank to pay {$680.00} was incorrect. Unbeknownst to me, I also owed for XXXX as the escrow had increased for that month as well. The agent failed to indicate all amounts due at the time and I only paid one payment of {$680.00}, despite the fact that two such payments were due. In addition, the agent failed to apply the payment so it evidently sat in my account as an unapplied payment. When I independently checked my credit I noticed a late payment identified by KeyBank to the credit reporting bureaus. I called and asked for that reporting to be corrected as being in error, however, was told that would not be done. This is infuriating. In addition to contacting the CFPB, I will be reaching my state 's attorney general 's consumer complaint department. Please rectify the erroneous reporting to the credit bureaus immediately.
Company Response:
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: There are some charges on my bank account in which I didn't make
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A