Date Received: 2021-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2021 I wrote a letter to key bank asking to remove my account from XXXX XXXX, however they failed to respond and have not removed the account. The account was in a chapter XXXX bankruptcy over a year ago.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I deposited a check for {$2500.00} via mobile banking at KeyBank. Before clicking to confirm the deposit a window came up and said any funds deposited would not be available until Saturday XX/XX/XXXX at XXXX XXXX and asked if I still wanted to proceed with the transaction. I clicked ok and finished the transaction. Saturday XX/XX/XXXX at XXXX XXXX I tried to pay a bill online and my card was declined. I called customer service and found out they had put another hold on my account until XX/XX/XXXX. They would not take the hold off and they would not cancel my deposit. Had I known this was going to happen I never would have deposited the check there. They lied to me and it has completely destroyed me. I had a work deadline to meet and was counting on that money to finish. Now I have missed the deadline which has cost me thousands. How can this bank tell me one thing and do a complete other? It's ok for them to lie?
Company Response:
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I HAVE ASKED KEY BANK TO REMOVE NEGATIVE ITEM FROM MY CONSUMER REPORT. CHECKING ACCOUNT # XXXX SAVINGS ACCOUNT # XXXX KEY BANK IS REPORTING CHECKING ACCOUNT FRAUD ON THESE ACCOUNTS. I HAVE NEVER BEEN INVOLVED OR DONE ANY TYPE OF FRAUD. I EVEN CONTACTED KEY BANK SEVERAL TIMES AND THEY SAID THEY CANT ACCESS THE ACCOUNTS ANYMORE FOR ME TO DISPUTE. I EVEN ASKED FOR PROOF AND THEY PROVIDED NONE. AND I CONTACTED THE FRAUD MANAGER XXXX XXXX AND SHE IS NOT RETURNING MY CALLS THESE NEGITIVE ITEMS ARE REPORTING TO EARLY WARNING CONSUMER SERVICES. I NEED THESE ITEMS REOVED ASAP CAN SOMEONE PLEASE INVESTIGATE.
Company Response:
State: MI
Zip: 48223
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened the free checking acct online on XX/XX/XXXX for the XXXX bonus for a direct deposit and meet all requirements.On XX/XX/XXXX I had a direct deposit of XXXX deposited and it was credited around XX/XX/XXXX. No problem yet. I was sick with a case of XXXX and could and would not go to a bank. I had bought 2 money orders for XXXX at an XXXX XXXX store and another money order for XXXX from the US Postal Service before I was ill. I had paid a fee for these also and have receipts also showing I paid in cash. I used the Key Bank mobile deposit system on my phone to deposit these 3 money orders via mobile since I was not going to the bank. I received acknowledgement of the 3 deposits totaling {$1400.00} I checked my account a few days later online and found out it was locked! I called the XXXX # the site said to call. After being bounced around for almost 45 minutes, I was told they are investigating " fraud ''. This is outrageous. I duly and legally purchased these money orders and mobilly deposited these items. I called the local branch in XXXX NY and spoke to the manager XXXX. She was quite professional and told me that they are investigating fraud. She told me it would take at least 10 days!!. I also received a letter from Key on XX/XX/XXXX telling me the deposit of XXXX is on hold till XXXX Today is XXXX.Today I received a mailed statement with my XXXX deposit listed along with my total balance of {$1900.00}. I want access to my funds now. This investigation like I am a criminal is a total sham. I also want my XXXX bonus which is not on todays mailed statement! So far its almost 2 months that I have no access to my acct and they are holding my money!!
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have previously attempted to resolve this with a complaint through the CFPB. However, the resolution by the bank did not address the whole situation. The initial complaint involved KeyBank 's refusal to allow take over of my deceased mother 's loan and the release of her deposit accounts. The loan issue has been resolved, but I am still fighting to get my mother 's deposit accounts released so that I can settle her estate. My mother passed away XX/XX/21. I filed a small estate affidavit with KeyBank on XX/XX/21. The bank sent it to their legal department. I was contacted eventually saying they were sending it to collections. I was then contacted saying that they could not release the deposit accounts because there was a HELOC in my mother 's name also. The HELOC is not secured by the deposit accounts. I filed a complaint on XX/XX/21. I finally received a " response '' on XX/XX/21. The response did not indicate that KeyBank would release the deposit accounts to me. I attempted to contact their complaint department to inquire about them, but I could not reach anyone who would talk with me. I was finally able to speak with a person on XX/XX/21. My information was taken and I was told I would receive a call back. On XX/XX/21, I called them back and was able to speak with a person about my issues. I asked about an estimated time frame for resolution, and I was told that she could not provide one. But she promised it would be " less excruciating '' than my other issue and that she would stress the urgency of getting this resolved. I heard nothing back. I eventually called again on XX/XX/21 and I was told by the person who answered the phone that the person working to resolve my issue was " working diligently '' and I would receive a " written response '' as soon as it was taken care of. As of XX/XX/21, I still do not have any answers, no one will speak with me personally to provide answers, nor do I have access to my mother 's deposit accounts to pay her creditors and their mounting late fees and finance charges.
Company Response:
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: KeyBank closed my account due to it being overdrawn. This due I believe to XXXX making an unauthorized " purchase '' of two {$1000.00} transactions on XX/XX/XXXX of this year, withdrawn from my checking account. Yet when I tried to make a small payment to Key, listing the reason on the check, they returned it to me .Guess no one can, even if what transpired not their fault, accepts the consequences of others, in this case XXXX. The attempt made, they had cash in hand, yet chose to turn away money owed them?
Company Response:
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Keybank continues to report to XXXX that the initial delinquency date of this account is XXXX. This initial delinquency date of this account is XXXX!!! The account was not brought current since this date. Keybank is reporting activity dates to XXXX but XXXX does NOT report based on activity they report based on delinquency!! Activity DOES NOT = delinquency. It does not matter if the there was activity on the account in XXXX. The account was never brought current and the initial delinquency date is XXXX!!! Please report the correct initial delinquency date on my credit report and remove this account from my credit!!!!
Company Response:
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XX/XX/2021, I had two money orders made for payment on a security deposit and 1st month 's rent. Two checks were produced for {$1400.00} and {$2100.00} from Key Bank at their XXXX XXXX XXXX branch. These were mailed using USPS. On XX/XX/2021, the property manager for my apartment complex informed me that they never received the checks. I have made significant efforts to stop payment on the checks and have the money returned. I have since made new checks made to my property manager using a new bank. However, I have been unable to rectify my issue with Key Bank. The crux of the issue is that the national customer service has no authority and the local branch has not answered their phone. I have called and left messages ~5-10 times per day from XX/XX/XXXX through XX/XX/XXXX. I have spoken with the specific department as XXXX ( the money order processor for Key Bank ) and they indicated that I must have the local branch initiate the process. I am concerned that the local branch is being negligent of their responsibilities and is effectively stealing this money from me.
Company Response:
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello, I paid off my mortgage {$220000.00} on XXXX. KeyBank released all remaining escrow balance after 30 days. However, KeyBank didn't release lien after paid off XXXX. They just keep delaying over 60 days. KeyBank 's contact info is as follows, Loan number : XXXX KeyBank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, KS XXXX Contact person : XXXX XXXX XXXX email : XXXX XXXX XXXX XXXX Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX XXXX
Company Response:
State: IL
Zip: 60432
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My complaint involves Key Bank 's refusal to reverse two ACH transactions that I immediately reported as fraud. On XX/XX/2021, I was defrauded via a telephone call that purported to be from my electric utility company, XXXX XXXX, Ohio. The caller ID indicated XXXX XXXX. A gentleman told me that I was on a disconnection list for that day for an outstanding balance. I questioned him because I had just received a bill and it was not yet due ( and there was no outstanding balance ). The man gave me his " badge number '' and said it looked like the outstanding balance was from an old account. Coincidentally, about 2 months prior, I paid an outstanding balance from a very old account, so the explanation sounded somewhat legitimate. He told me that in order to avoid disconnection, I had to submit a XXXX payment. I actually said " How do I know you're not scamming me '' to which he replied " We are not asking for your credit card number ''. He also let me speak to his supervisor, who was equally as polished and convincing. So, I made a XXXX payment in the amount of {$280.00}. I then received a call from the supervisor who indicated that the prior rep charged me incorrectly, so they reversed the XXXX payment. He asked me to do a second payment in the amount of {$210.00}. So, I made the payment. I then realized it was fraud and challenged the guy. He hung up. I immediately called Key Bank, told them what happened, and requested that they reverse the ACH transactions. They refused to do so. It happens that I am an XXXX XXXX XXXX XXXX, so I am aware that the Bank could have reversed the ACH.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A