Date Received: 2021-07-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: received several text alerts about fraud that was trying to be done in mY account. And I followed the steps that I usually do when that happens. I then received a call from a XXXX XXXX XXXX employee who was in fact a fraudster. He went through all the proper steps that employees go through when verifying an account. After we verified everything I was scammed out of {$1400.00} and it was zelled to another bank. I called filed a claim reached out to XXXX XXXX XXXX & they denied the claim, said I should reach out to the scamming bank to try and resolve anything. When I reached out to that bank ( Key Bank ) they would not help me in giving me any information and told me to go back to my bank. But Im the victim of fraud and they are protecting their client that steals?!? How can the company, XXXX, and XXXX XXXX XXXX & Key Bank no one help me. I have been scammed out of {$1400.00} and NO ONE a can give me answers. I have spoken to my local police department and it seems so hopeless. In speaking to my bank they said this is a big issue with fraudsters impersonating every step of their security protocols. BUT how are consumers suppose to know whats real and what not if the very protocols put in place to secure us are in fact not secure?
Company Response:
State: PA
Zip: 18940
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I reached out to KEYBANK in regards of applying for a mortgage. At my request, I gave notice to the mortgage loan officer that I was asserting and reserving all rights under the ECOA ( Equal Credit Opportunity Act ). Pursuant to : " Use of Credit History Information -- 12 CFR 1002.6 ( b ) ( 6 ) '' This request was made verbally by phone, also through via email and USPS Certified Mail. ( Please see all attachments for confirmation ) Through correspondence with the mortgage loan officer via email, she stated that my ECOA ( Equal Credit Opportunity Act XXXX request is to be rescinded before assisting me with applying for this transaction. I declined the mortgage loan officer request, and made it clear that I will not rescind my ECOA ( Equal Credit Opportunity Act ) request prior to completing an application. I have not heard back from the mortgage loan officer, nor have I been granted the opportunity to apply for this transaction.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The State of Kansas refunded my overpaid XXXX XXXX to a debit card from Key Bank. There is no Key Bank in all of Kansas. Just ATMs at places like XXXX. This is its own problem. I wanted a check. The debit card has almost {$2000.00} on it. The daily limit for withdrawals is less than this. I was able to get {$1300.00} on Saturday. Today I hoped to get the rest of MY MONEY. The withdrawal was repeatedly denied. I called customer service. The automated line told me my card was restricted and I needed to talk to an agent. I was put on hold until the system hung up on me. I need my money. I never opened an account at Key Bank and I never agreed to terms that had withdrawal limits from a bank that does not exist in my state. All limits and restrictions need to be removed. Ideally, KS would get my permission before issuing me a debit card. I wanted a check or a direct deposit. This compliant is specifically around the funds availability at Key Bank.
Company Response:
State: KS
Zip: 66061
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: In the past, I was told that overdraft fees would be waived if I was unemployed due to COVID-19, which I currently still am. I received several {$38.00} overdraft fees on my primary checking account on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX ), XX/XX/XXXX and XX/XX/XXXX. I also received one {$28.00} fee on XX/XX/XXXX. After asking that these be waived, as was previously the case, the agent stated that COVID-19 related refunds were no longer being honoured but I did not realise this, and one of the above overdrafts were refunded.
Company Response:
State: NY
Zip: 13850
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I was reviewing my Key Bank credit card transactions on line on XX/XX/2021 and noticed that virtually all my reward points were gone. I had close to XXXX XXXX reward points that were transferred from prior Key Bank acquisitions, notably XXXX and XXXX XXXX XXXX. I had XXXX points as of XXXX, and it dropped to XXXX points on XXXX per the Key statements, which I will attach to this complaint. I immediately called Key Bank on their recorded lines and was give a run around for over 60 minutes. They had told me they had expired. However, I was give no notification or warning that there was an expiration of these acquired points. XXXX and XXXX XXXX points did not expire. I was told on the recorded line it was important to know these were prior acquisition points and that a supervisor would review and contact me within 48 hours. I have not received a return call to date. I had been savings these points for a retirement trip vacation with my wife. Had I been advised that these were to expire, I would have used them for other purposes.
Company Response:
State: NY
Zip: 14213
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Key bank allowed fraudulent charges from XXXX XXXX car take over {$4000.00} from my account. And the company XXXX was only able to provide one authorization signed by myself for XXXX $ for the week I had a vehicle. XXXX had some sort of computer problem and at one point thought I had 6 rental cars. Key bank didnt even look at my proof of only having the rental car for a week. Instead they reversed the original provisional credit and have refused to look at my side of the story. I had only authorized a payment for XXXX for the length I had the vehicle. I have also had thousands of dollars go missing and when I bring it up to key bank they become very rude wont give me an explanation for where my money is and tell me I need to keep track of my money better then hang up on me. They have stolen thousands from me. They give me a bank account that has no fees and I pay over XXXX $ a month each month in fees?? I am now negative {$3000.00} this is money I inherited from my deceased baby brother. This is unfair and sickening that they would do this. I deposited a XXXX $ check back in XXXX and still have never received my funds from my check. I need someone to help me get my money back. I feel like I have no voice they shut me down everytime and its wrong. They stole from me and allowed my money to be stolen and blamed me for it. They left my family and I stranded XXXX miles from home when they did this and have done nothing to explain where my money is and when I sent in all my proof of returning the vehicle and receipts and email discussion with XXXX them stating the vehicle was Infact turned in on the date I returned it and what matches my receipt. The other documents they have dont even have my signature. I never authorized them to take that amount and my bank allowed it and shut me down. What am I supposed to do.
Company Response:
State: UT
Zip: 84054
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received a check for {$2700.00}. It was for secret shopping. The check was received on XX/XX/XXXX but I deposited it around XX/XX/XXXX. I never spent the money. I never used the money or withdrew it. KeyBank found it as scam/fraud check so they restricted my account. I can not pay my phone bill or anything like that because all my direct deposit goes to that bank. I have no access. There has been no follow up email. I still have everything they gave me to use as proof except the email they used.
Company Response:
State: NY
Zip: 10456
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have several closed accounts at Key Bank. On XX/XX/XXXX, a refund from XXXX was sent to be credited to my debit card since it was the original payment method. I waited for months for it to be rejected by the bank and returned to XXXX so they could refund me in a different method. I thought the problem was on XXXX, because surely the bank didn't accept the funds to a closed card/closed account. In XXXX, after XXXX assured me they had not gotten the funds back, I called the bank. After researching for a while, the representative told me that the credit had come on XX/XX/XXXX and was not rejected by the bank and had been held for 4 months. How can a bank hold someone else 's money without so much as a phone call? She said that she had to submit a request ( I believe to the Returns Department or something similar ) for a cashiers check to be mailed and that it would be processed within 2 business days. Over a week went by and I called back. Another representative saw the notes about the request and told me that it should have been 10 business days and to wait a couple more days. It's been over a month and I haven't received the check. I called today and spoke to 2 different customer service representatives who said there is no record of the transaction, no record of a request to send me a check, and they could only find one closed account in my name. I was on the phone for over an hour with employees who literally didn't believe me and wouldn't get assistance from anyone else to help me. I have moved and there is not a local branch for me to visit. I am still looking for a refund of {$230.00}. At a time when most banks are stepping up, Key Bank is proving that their processes are unfair, deceptive and abusive.
Company Response:
State: AL
Zip: 36830
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have recently filed a dispute claim with KeyBank, because I have had {$500.00} transferred out of my account every day for a total of {$6.00}, XXXX without my knowledge, from XX/XX/21-XX/XX/21. I did not even know about this until I could not log into my online banking account, because my pin was changed. I found this strange because I did not change any of my information, so I called customer service. They put me on hold again and again just to transfer me to people from the same department when I wanted to talk to someone who could actually help me. Not only was my information changed and I could not access my account, they told me I only had {$400.00} left in my account which was a complete shock to me-I receive unemployment every week so I knew that this was not possible. So when I was finally able to log in again, I saw that money had been transferred out of my account. At this point I filed a claim. My claim has been denied for the reason that " The cardholder authorized the transaction ''. However, I did not receive any notifications of suspicious activity on my account, and I was completely unaware of this situation. I did not authorize any of these transactions and this issue should be looked into further. I think someone got a hold of my account information, unless I got hacked. Either way, I did not receive any notification that money has been transferred out of my account. Furthermore, the account that my money has been transferred to is completely unfamiliar to me and I would like to hold this person who stole my money responsible for their actions. I have tried to email KeyBank through the General Comments and Feedback form and the Credit Bureau Dispute Form both of which did not go through.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XX/XX/21 I submitted application for a lower rate for my business XXXX XXXX, Key bank was processing a 1st mortgage on a residential property and the branch manager XXXX XXXX XXXX had offered a quote for my commercial property refinance. I submitted {$500.00} good faith deposit. The residential loan did not go as planned and was managed unprofessional and caused undue stress. I decided to withdraw my application on XXXX and requested a refund by email and was declined by Key bank. The reason for the withdraw was due to the unprofessional way the residential loan process was managed and did not want to continue my relationship on the commercial lending side. As a local business and account holder I am requesting the refund of the {$500.00}. If the residential loan was managed professionally I would have continued the process in goo faith. In my opinion the bank did not hold up to the good faith. XXXX XXXX
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A