Date Received: 2021-07-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX letter from key bank XXXX XXXX XXXX XXXX oh XXXX " Due to the circumstances of your Account we are not reporting the Account to the consumer credit reporting agencies '' The auto loan was reaffirmed XXXX. I have made all payments. They can not tell me what " circumstances '' means. They have not sent me a monthly billing statement in two years or made it available online.I would like both issues to be resolved.
Company Response:
State: MI
Zip: 48044
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to seek this email to obtain your assistance regarding the matter of a major financial investment theft and identity fraud that occurred to me while dealing with Key Bank loan servicing department. I became a victim of a major financial fraud due to XXXX XXXX XXXX on XX/XX/2021. We had closed on our new home on XX/XX/2021 and we were moving to our new house on XXXX XX/XX/2021. While I was driving to my new home address, I lost my cellular service around approximately between XXXX to XXXX XXXX on XX/XX/2021. When my cellular service did not return on my cell phone for some time, I tried using cellular carrier XXXX and they told me that they could not locate my original sim on their network. I then drove to the nearest XXXXXXXX store located near XXXX location where I was provided a new XXXX sim card approximately around XXXX XXXX. Later that night, I could not access my primary email account. I also could not access my XXXX and XXXX crypto investment accounts. I found that my XXXX account balance was completely wiped out on which I had originally invested around XXXX . Also, my XXXX XXXX XXXX account which was attached to XXXX and XXXX suffered unauthorized transactions while the scammer tried to steal XXXX funds from my XXXX account for buying more crypto, however those transactions were thankfully suspended in a timely manner by XXXX account under their fraud protection insurance and my account was suspended at my request for any transactions due to fraudulent activity. Later that day on XX/XX/2021, I was able to recover some emails from my deleted folder of my email account ( once I got the access back of the email account by resetting password with a request code sent to my cell phone number ), I learnt that my email password was reset on XXXX XXXX at XX/XX/2021 using my attached cell phone number. XXXX and XXXX passwords were reset on retrospective investigation on XXXX XXXX and XXXX XXXX respectively ( found some emails on my deleted box folder of my email ) which was immediately after the change of my email password. After further investigation, the drop of cellular network was just not a coincidence, it was a very well planned event and I became the victim of a Sim Swap attack. My Sim number was swapped and assigned to someone else. The Sim swap attack from cellular carrier service and hence cryptotheft becomes only easily possible if someone has personal identifiable data about the victim and the exact knowledge about crypto holding accounts with the associated email and phone account information. The timing of the event is very peculiar in my case. It happened right after our closing and on the very day of our move to our new home, like someone was very aware of my move plans and monitoring our activity. I have been the email owner of my email account for 20+ years, have owned the same phone number for 12+ years and also held these crypto accounts for 3 years without ever experiencing any problem with these accounts. The only thing different that I did recently that I had applied for a bank loan with Key Bank and was required to provide all my personal sensitive information including my full contact info, emails, phone number, DOB, SSN, Income tax returns, bank statements, proof of funds specifically including crypto holdings. Although I had been very skeptical about giving my particular Crypto details since the usernames of crypto accounts and associated XXXX XXXX are very sensitive piece of information. I was particularly asked by my loan officer Ms. XXXX XXXX for these details. Even though I initially gave her limited snapshots of my accounts, she specifically asked me to provide further details including my Userid illustration on all these accounts including my identifiable XXXX XXXX to the accounts. I had informed her that these are particularly very sensitive details which we as crypto users are advised not to share with anyone. She further insisted by saying, If I would wear the hat of an underwriter, I would not approve the loan without having the actual knowledge of these details as I would like to definitely ensure that you own these accounts and thus you should provide these details for the loan approval. Thus, she insisted that I provide my user id ( without asterisks ), crypto holding details with amounts of dollars and cryptos held, last coinbase and XXXX crypto holding statement and XXXX XXXX XXXX report which included XXXX XXXX of my crypto accounts along with an explanation letter addressed to the Underwriter of the loan. I had specifically advised Ms. XXXX on our phone conversation that all this information must be dealt with ultra-care and she assured me that it will be kept confidential. I had no reason to doubt her as I thought I was dealing with a major reputable bank. The timing of the fraud is such that we are not only strongly compelled to think but feel almost certain that my sensitive information was not handled with care by the Key Bank loan officials and/or their processing department. It is very likely that the scammer obtained access to some or most of the information from Key Bank loan processing department, since I never shared any specific details of my crypto account holdings with anyone else before, even including my own wife and neither have I been previously ever hacked on my personal email or crypto holding accounts. Its also possible that my loan application candidacy was shared by the Key Bank loan department to their subsidiary or third party loan services/processors which led to the occurrence of this crime easily. This event has been absolute shock to me and my family. The biggest thing here is that asking about the details of these crypto holding accounts and related sensitive information by Key Bank loan officer and her underwriter/s was quite redundant especially that I had provided proof of enough USD ( XXXX ) funds in my Bank checking accounts, the proof of which I had already provided to the loan officer. The person who applied for the SIM card very likely already had the knowledge of my crypto holdings, userid of the accounts, associated email and phone number and the XXXX keys which made the crime very easy to commit. All these details were only revealed by myself for the first time to another person besides me which was my loan officer. My loan officer had asked me about these specific details about the crypto holdings which she specifically told me were required by her underwriter. Ms. XXXX had always shown a kind demeanor towards me during this transaction and in fact spoke with with me on several occasions including XXXX XXXX congratulating me about the home purchase and casually enquiring about the move plans. She particularly had made one remark in a casual way stating, You are making good money in your crypto and one day, you should teach me how to make money. Although I am not sure whether these remarks were just coincidental, but I definitely believe that my personal information about my accounts and crypto holdings was not handled well and leaked somewhere in the chain of command at the Key Banks loan processing department. I and my family already feel very saddened by this financial loss of nearly XXXX $ but especially by the security threat that this incident posed to our personal information which can impact us in the future. Not only this has led to stressful mental impacts but also will lead to significant constant expenses in ensuring our personal security, credit monitoring services and credit theft insurance. I and my family would really appreciate your assistance to help us recover our financial damages that we have sustained in this case mainly due to the negligence of Key Bank loan department in handling our private information. I also demand that Key Bank senior officials should hold an internal investigation about this incident so that frauds like this can be prevented in the future. This incident has left such a bad taste that we will never recommend Key Bank to any of our family members or friends unless KeyBank fixes this for us.
Company Response:
State: NY
Zip: 12533
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Approximately a year and a half ago I applied for a home equity loan through KeyBank. After several months of being put off I was informed in writing that I was approved and I needed to make a trip to Ohio to sign the necessary paperwork. I expressed my concern because of XXXX and my XXXX XXXX about traveling. I was told that my brother could use power of attorney to complete the transaction for me. My brother made two trips to Ohio from Florida to no prevail the first time the paperwork was not done the second time the paperwork had some errors. I was forced to make the trip myself I was told to come to the local branch in XXXX Ohio all the necessary paperwork was ready guarantee there will be no issues. After arriving in XXXX Ohio I contacted the bank and was informed once again the bank and made errors. I was asked to stay a few extra days at my expense. I did so then I was informed that the bank had some paperwork to fix and the loan will be done soon. Meanwhile pending this whole time I had a purchase of a house I lost because of delay delay on KeyBank side. After approximately another week I got a letter denying me my loan after being told numerous of times while loan was approved. I was in contacted by a lady name XXXX that offered me {$1500.00} for my inconvenience. I found that insulting
Company Response:
State: OH
Zip: 43229
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage with Key Bank. I purchased my home in XXXX and XXXX XXXX XXXX XXXX was my bank, which is now Key Bank. I had my checking account there also. I always paid my mortgage on time and was paying approx. {$100.00}. per month towards principal. I had my pmts. on Auto-pay each month, to come out of my checking each month. Same bank, easy right? XX/XX/XXXX, Key Bank froze my account with no warning. I had no idea until I went to check that my utility bills were paid ( also on autopay ) and saw that nothing had been paid and my checking account was negative. I called, nothing they said made sense to me, they said they noticed " fraudulent activity '' on my account. My son and I went to speak with a rep. there and found that there was NOT any fraud activity, and the bank rep told me to bring him receipts of my last few mortge pmts. I did, but the info was all in the bank 's system already. When I showed a rep my receipts proving I paid AND it was on time, he looked me in the eye and rolled his shoulders saying : " Anyone can forge documents. '' I could not believe this! It was XXXX, XXXX, XX/XX/XXXX that I went into the branch with my receipts, during pandemic, only a couple people working in the bank. I took my son with me and he tried ... .he got the same answers. They hid it from me by putting it in suspense and telling me they were going to foreclose if they didn't receive the full amount immediately. They began putting my mtge pmts into a suspense file and refusing all the payments to my bills I had on autopay. They started charging me late payment fees, over drawn checking fees, they took all my direct deposits and also my government incentive payments. Mortgage statement said I owed them over {$8000.00}! I called them every month, explaining everything over and over. I closed the checking account so they'd stop taking all my money. I had to borrow the money from my son. I continued to pay my mortgage but they would never apply it until the last of each month. They charged me late fees each DAY on these! I was never late! Never missed any payments! Sometimes I paid at the end of a month for the following month. I was mortified and confused, I was losing my mind! I am on XXXX for XXXX problems and XXXX problems that affect my health. My husband had XXXX in XX/XX/XXXX and I was not receiving any widows benefits. We were married in XXXX so I would think I would get something. But I was paying my mortgage, and other bills with my XXXX while Key Bank was taking my XXXX XXXX XXXX XXXX each month until I closed them. I had filed complaints with XXXX XXXX 's office, XXXX, and another co. I can't remember who. Then as I was spending every waking hour of my time trying to find every transaction I ever made with Key Bank ( all receipts and house info were in several different boxes stored in various places because our house was gutted and repaired due to hurricanes, leaks in the roof, damage extensive. Then again in early XXXX, more work done - new windows, roof and siding. Homeowners Ins required the repairs because this is a 2 family house. I rent it to my son and his family. ) Key Bank had made some adjustments to my account. I was relieved, thought they had found the initial problem. But no. Started again. So this happened a few more times, then I'd start back in on my receipts. Then it stopped again in XXXX this year, XXXX. Now as of XX/XX/XXXX ( this past week ) they are at it again. They can no longer take my direct deposit, so they add late fees to my mortgage account so when I make a payment, ( which I have been doing in person beginning these last few months on the XX/XX/XXXXXX/XX/XXXX of each month ) they say it's a partial payment and they stick it in suspense. I am at my wits end!! This began as an error on THEIR part and all thru this entire nightmare, I have been, STILL, paying my complete mortgage in full and on time!! What can I do to make them correct this and reimburse me what they took from me?? I had a small amount of my husband 's life insurance money left. I had to use it to pay everything. The creditors whose payments I had on auto pay also charged me late fees, so I had to pay that too, for instance, my heat, electricity, car insurance, etc. etc. and I also had to eat. If I knew that they were going to rob me blind, I would have used my husbands life insurance money to pay off my house. I had enough at the beginning of this mess to do so! But that's gone now, also. I only owed {$70000.00}. on the mortgage when this began a year ago. I STILL owe {$70000.00}. because they aren't applying my payments, and still my statements say I owe {$5700.00}. on late payments! Please tell me what I need to do.
Company Response:
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I rented a car from the rental company XXXX on the XXXX of XX/XX/XXXX till the XXXX of XXXX of XXXX. I have only 1 signed and authorized charge and agreement. I returned the car on the XXXX day of XXXX. I was charged by XXXX Over {$1600.00} and when I addressed the over charge as my week agreement I signed for was only {$810.00}. XXXX saw the mistake and quickly fixed it. A month later during the time I was in a rental car from XXXX I was charged by XXXX {$2700.00} and told that i have 6 open agreements. This was clearly very wrong. I Disputed the charge with my bank KEY BANK and the funds were credited to my account. 3 months later my bank deducts {$2700.00} from my account whilst I am on vacation with my family cleaning out my account leaving me and my children stranded over XXXX miles from home. They claimed XXXX sent a receipt that I had a vehicle for much longer than a week. There is no authorization from me for the charges No additional contracts or agreements signed by me. According to XXXX policy the agreement must always be signed by customer and be current. I only signed one contract for {$810.00} because that is all i had ever rented from them, My bank is refusing to return my funds and closed the case. They left my account in the negative {$1900.00} and will not accept my documentation as proof of my standing in the situation. I have lost my job because I was unable to return home in time to return to work. I almost lost my home and I am now 30 days late on my car payment and credit card bills. this is affecting my credit score, my reputation, my bills such as rent, utilities and auto. Please help me!! I have done nothing wrong. I have been billed a total of over {$4000.00} for a 1 week rental car and my entire life is crumbling because of it. My bank will not help me and i am about to end up homeless over this. I lost my job and i have children i cant lose my home.
Company Response:
State: UT
Zip: 84054
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi, I am writing this complaint after a 4 week " bank investigation '' by Key Bank into me being charge a {$25.00} maintenance for over 3+ years do to an admitted internal coding error in the Key Bank system. To start, about a month ago there was a fraud alert on my debit card, so subsequently the card was immediately closed and I had to visit the bank to withdrawal money while I waited for my new card in the mail. While in the Bank, the teller noticed that I have a " Key Privilege Account '' and that something was wrong and that I should not be receiving certain charges like the {$25.00} maintenance fee because I met requirements, so I was directed to a banker. The banker quickly looked up my account and immediately noticed the error, and explained to me that it was and internal coding error that was causing this issue, but he was only able to credit me 2 months, and I would have to see a Branch Manager about the history of charges being reconciled. But, this was impossible because that location currently did not have a Branch Manager. So I visited another actual branch manager who then looked into things, and he too mentioned that there was another coding error caused by the banker the day before, and that they worked together to fix it, but he was not able to help me with reconciling the 36+ months of negligent charges due to an admitted coding error on their part because I need to reconcile everything with the Branch that I opened my account with. But again that Key Bank Branch still did not have a Manager, so I was given the name and info of the person covering for the Branch, whom I contacted and was told that she would get back to me immediately. I was then told that the matter was escalated to a woman who is in charge of looking into the matter, but last Friday I was told that I would be credited {$300.00} while they were investigating. The money showed up so I thought we were on a good path, and another {$300.00} showed up having me think that they were actually working to make things right as this was their admitted error in coding ( something I can go in depth about, but it has to do with them not having my Direct Deposits from my work coded correctly with my Key @ Work account that prevents maintenance fees and overdraft fees is I have over {$2500.00} in direct deposits every month, which is a requirement that I clearly met but their system did not recognize ). But, yesterday as I went to pay for my medication my card was denied, and I looked at the history and there was a {$300.00} debit from my checking with a description that read " Debit Memo '' which is something I have never seen in my life, and I come to find out that it was Key Bank who came back and took the money out of my account because they were never planning on giving me more than {$300.00} for their admitted error, and then I also find a withdrawal from my savings for {$300.00} with the description " Stat-Sav/Dda Withdrawl 1.2 W/D '' something I have never seen before as well, so immediately took a screen shot of and sent to a banker who again could not tell me what that transaction is about, and I am glad that I did take that picture because the transaction is no longer posted in my banking app today, prompting me to believe that they did something that they shouldn't have by not only taking {$300.00} from my checking, but they went into my actual saving to make sure they get theirs. Ultimately this all just became too much for me and I am closing my account with Key Bank after speaking with a Banker in their Private Banking who confirmed to me that they were never going to give me more than {$300.00}, and that it was my responsibility to reconcile my accounts, but she apologized for the mishap and basically explained that I got burnt by the bank, yet these other bankers told me twice a week for 4 weeks that they were investigating and that that its been escalated to someone would reach out to explain and could make decisions. I never received one call or email from a single Key Bank employee after being promised weekly until this past Friday the XXXX when a banker called to tell me I would be credited {$300.00} while they are still investigating. I purposely left out names of these individuals because unlike them I believe in integrity and felt it was wrong, but I have 4 years of paperwork that I can send as well as all contact information for these individuals as well as emails with years of statements attached showing the exact issues. But after a week of spinning in circles I was finally told the truth by one of the bankers that I was never going to receive more than the initial {$300.00} even though it is their admitted error. So come tomorrow I am closing my accounts with KEY BANK and hope that this can help any possible individuals from opening an account with KEY BANK because they are bold enough to admit their exact mistakes and errors but have no problem letting the hurt fall on their customer, someone who makes a average wage and works hard to provide for himself. Interesting thing is that my father is a wealthy man who works with their " Private Bank '' and the first person to receive a call about this was him, because of course they want to preserve relationships with people with large amounts of money, but those with average checking and savings don't receive the same attention or respect. What started as a very amicable claim, turned into a nightmare the more time went on and the more evidence i provided but end of day I believe KEY BANK made the decision to push me around in circles, and even went as far as trying to tell me that there was no coding error, which is ridiculous because 3 of their employees, one being a Branch Manager looked me in the eyes and explained that was the issue. Makes me wonder how much money they make off of these coding errors, which is another reason I have reached out because the level of ineptitude a lack of awareness with their own processes makes me believe that I cant be the only one whose had this happen, and I really hope that others look into their accounts thoroughly because KEY BANK has zero problem taking your money based of their own admitted mistakes and even tried to cover it up by telling my there was no issues, so they are not above blatantly lying either. Also, perhaps the most difficult issue with this entire situation is that I told one of the bankers I was working with that this is absurd and that I should just close my account and leave, and this banker looked me in the eyes and said " I would do the exact same thing if I was you because this was not your fault and I don't blame you. '' But lower level people who actually do make the difference in such an environment have no pull because their bosses are so focused on being as greedy as their banking privilege 's permit them, and in this is a blatant example of them completely getting over on a member whose been with the bank for over 7 years. In all they I have been charge {$25.00} maintenance fees as well as overdraft fees that began XXXX XXXX extending all the way to XX/XX/XXXX totaling in excess of {$1100.00}. I received and immediate credit for the last 2 months in XXXX ( XXXX and XXXX ) as well as the over draft fee by the original banker because he say the error in coding immediately and credited my account on XX/XX/XXXX. This is also the date that I began the " Investigation Process. '' On XX/XX/XXXX I met with an actual branch manager at a different location who then confirmed that he was looking into the mishap, and that he found another error in the coding and it should all be fixed going forward. From XXXX XXXX XXXX I have been in contact with the branch manager of the location I opened my account. {$300.00} was credited to my account on Friday XX/XX/XXXX, then another {$300.00} credit was made which is why I believed they were actually reconciling. But come XX/XX/XXXX one withdrawal of {$300.00} was taken out of my checking, and and other {$300.00} taken out of my Saving both with descriptions i have never seen before, and were explained by a banker yesterday that they are likely withdrawals made by the bank because they yet again messed up their process and " gave me too much money. '' As is stands I have one pay check to go through tomorrow Friday XX/XX/XXXX, and I will be closing my account immediately.
Company Response:
State: CO
Zip: 80113
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My business checking account XXXX was closed on XX/XX/XXXX of 2021 with a balance of {$63000.00} Today is XX/XX/2021. I haven't received my funds from Key Bank. I have called numerous times. I spoke with a lady XXXX and was told my check will be mailed XX/XX/XXXX. After I didn't received my check a called back someone told me I will have to go to the branch to deal with the issue. I spoke with XXXX XXXX at the breach his said he called the back office and spoke with numerous different people and no one gave him a solid answer about {$63000.00} check that should have been issued to XXXX XXXX dated on XX/XX/2021. On XX/XX/XXXX I spoke with XXXX in Fraud hotline department he was very rude and said it's nothing he can do for me and would not transfer me to his supervisor or would not give me the number to corporate. Key Bank has seriously damaged my business. I'm not able to pay my employees, pay my rent, or any operating expenses. They have held my funds for over 90 days with no explanation of why my account was closed or when I will receive my phone.
Company Response:
State: OH
Zip: 44125
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Key bank is using XXXX XXXX and is refusing to refund my money when I brought a scam to their attention
Company Response:
State: NY
Zip: 13027
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My husband and I noticed that our bills where not being paid also late fees were doubled and there was a shadow account charging our account we had XXXX that was deposited into our account, this was money awarded to my husband from the VA, we tried to square things out with Key Bank but they refused to help us and even called the police on us. Moreover, we are fed up there was XXXX dollars the bank allowed someone to withdraw from our account. In ending, when we tried the go over our account with the bank they simply avoided us.
Company Response:
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Last month I applied for a loan with a company " XXXX XXXX XXXX '' I have all the original loan promissory legal note and notarized identity verification also and other paperwork and digital documents as well. So now Key Bank my bank says I owe them nearly XXXX XXXX dollars? How is that even possibly when they are issuing me my credit of account from the federal reserve? I know what happens at XXXX I have read many bank manuals its kind of funny how many people have their hands in pockets that don`t belong to them, between both sides of the accounting also, through the complete 1099 series XXXX., acquisitions, and forms don`t forget the courts one shouldn`t have to function in the private there is plenty of people unaware and others that don`t care, but I do! I am a XXXX XXXX I can barely manage to pay a bill on the account I do not enjoy paper work I will not be taken advantage by anybody I am a introvert but if I won`t speak up for myself who will definitely not ... Anyway I called the FDIC they told me that they do not handle their account I thought every bank account is insured through the FDIC so do I need to talk to XXXX or their minor XXXX? My thoughts are going back to the FDIC.
Company Response:
State: AK
Zip: 99502
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A