Date Received: 2023-11-11
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XX/XX/2010 I went to key bank and purchased my bank check {$5300.00} for our mortgage, as I had for many months.Because our farm was in foreclosure, the mortgage holder did not accept our payment.At the time I assumed my husband had taken it back to the bank to cashed or deposited it.He was not in good health and he passed shortly after we lost our farm.In the process of one of my moves I found the check in an envelope in his desk.I took it back to the bank to see how cash it out.The bank manager looked into it and because there was no time deadline and I was the actual remitter I could deposit it into my acct with out a problem.I gave them cash to purchase the check.It bounced in my acct a few days later and they ended up closing my acct because I couldnt make good on the check and put me in XXXX XXXXAfter going through many departments of the key bank they told me that the teller had not filed the correct paperwork when I bought the check so since they cant locate it all that I could not redeem my check, with an apology.Im not sure how this is my fault or loss, Ive been to the Attorney Generals office, they referred me to CAU they put a case together with a complaint file # XXXX that they forwarded to your office with an email referring me to you.Now I know that this is an old case but not because I havent tried, I was under the assumption I had no place to go with this.Im living on ss widows pension, and the cash I gave key bank for the check that never got cashed is floating around collecting interest in key bank somewhere.They sent me back a copy of the check with a stamp across it that says-refer to maker? On top of it Im still using another key bank account to get my ss check deposited into every month because I cant go to another bank Im in XXXX XXXX ( humiliating ) Sorry for the book I wrote in regards to this problem.Your company is kinda the end of a long rode.I just want the money I put out and interest would be a bonus, plus the inconvenience and embarrassment when I attempted to write a check in a public place.Hoping you can be of some help-Constance XXXX XXXX. Email- XXXX. XXXX
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received my direct deposit on XX/XX/2023. The same day, when I tried to transfer funds to another bank, I received an error message saying that the transfer was not successful, asking me to call XXXX XXXX After talking to four representatives, I became aware that my Laurel Road checking account had been suspended, and that was why I did not have access to the funds. No prior notice was given whatsoever. Today, XX/XX/XXXX, I don't even see the funds in the account! This is illegal, and I need the funds as soon as possible.
Company Response:
State: CA
Zip: 94061
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I noticed on XX/XX/23 that my account with Laurel Road was restricted. I called the number provided and the representative advised that it was being investigated for fraud. I didnt understand why, so I sent a follow up email that same day. Since then I have continuously been ignored or advised it is still under investigation. They advised they closed my account and then asked for proof from my checking account that the funds were deposited to Laurel Road. I sent this as requested and still nothing has been done. My account is still restricted and I have no access to my money they have.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My direct deposit for XX/XX/XXXX still hasnt been processed. The deposit amount was {$1800.00}
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/2023, I mobile deposited a check for {$8000.00} ( to Keybank bc I currently live in NJ and dont have a branch close to me ) that I received from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX after completing an XXXX XXXX XXXX. This check was put under review on XX/XX/2023. I called KeyBank because I was unable to access ANY of my accounts with them and they said it was due to potential fraudulent activity ( the check ). For WEEKS I could not access any of my money, even after going to a branch XXXX WEEKS later and trying to resolve the issue, no one could seem to help me. Eventually I received letters in the mail ( after contacting Keybank on multiple occasions to check the status of the check ) stating that ALL of my accounts were being closed due to not following their policies. I called after receiving those letters and they told me they were sent out my mistake. No more than a XXXX weeks later I received checks in the mail with the remaining money from my accounts being CLOSED. They closed my accounts and sent me checks in the mail for my remaining balances, however they failed to send anything regarding the {$8000.00} check. After numerous phone calls, they initially told me that the funds were released and I would be able to take the check to my new bank and have it deposited ( since it was initially a mobile deposit I still had the check in my possession ) this sounded off to me but I did it anyway. A day later the check was rejected due to duplicate presentment ( obviously ). I then called Keybank again and they apologized for the inconvenience and told me they issued a new check for that amount that would be sent to my NJ address and I should receive it by XX/XX/XXXX. This check is still nowhere to be found. So I called again.. this time they informed me that the check was actually considered fraudulent and I would have to contact the place that issued me the check to get it resolved. I called XXXX XXXX XXXX that same day and they got back to me no later than a day stating that the check had in fact been cashed by KeyBank. I am at a loss of what to do moving forward.. this is a size-able amount of money being kept from me for whatever reason. I have emails from a lady i was working with at a branch proving all of this. As she was in contact with people from the fraud department as well trying to help me resolve this. Attaching emails
Company Response:
State: NJ
Zip: 07203
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: About XXXX Weeks ago, Laurel Road/Keybank closed my account for what they decided was fraduluant activity. I had recently been sending money to my Laurel Road account because of the high savings rate at 5.25 %. However, I recently decided to send some of the money I had sent to Laurel Road to another institution known as XXXX. Laurel Road decided the account I sent to at XXXX was a closed account and this was fradulant. Now keep in mind the XXXX account is not closed and Laural Road/Keybank do not verify linked accounts with micro-deposits or XXXX. Now, they've shutdown my account and denied me access to my account. They say their investigation is still on going. I don't care about the account, I just want my money. I have a record of every single deposit that went into that account and I want my money returned and I don't see how a bank should be allowed to make up fraud and then deny a customer access to their own money indefinetly.
Company Response:
State: AZ
Zip: 85029
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Contact CIA Employment Verification Office Need to verify someones employment at the CIA? The Employment Verification Office handles such requests by fax and by mail. Ways to Verify a CIA Employees Employment Whether you are a mortgage company, creditor, or potential employer, you can submit your request by fax or by mail. Please note CIA does not provide verbal responses or breakdown salaries such as overtime, bonuses, and awards. Also, CIA does not produce pay stubs with employer information attached. Request by Fax You can submit your request by fax at : ( XXXX ) XXXX ( XXXX ) XXXX Please allow three to five business days for the Office to process requests sent by fax. Request by Mail If faxing is not an option, you can send your request to the following address : Central Intelligence Agency Attn : Employment Verification XXXX, XXXX XXXX Please allow 10 business days for the Office to process requests sent by mail. Requests received after XXXX XXXX. will go into the queue for the next business day. What to Include in Your Request To better serve you, please be as detailed as possible. If applicable, include the following information on the cover sheet of your request : Scheduled closing date Whether you are requesting a re-verification If your policy as a lender requires multiple updates to your original verification request If you are requesting a re-verification, be sure to inform your client to expect additional inquiries from the lender.
Company Response:
State: WA
Zip: 98105
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had XXXX XXXX in fraudulent charges on my account. It overdrafts and I haven't been able to work since, I own a small plumbing business and can't work, get gas or even groceries for my XXXX kids. I could lose EVERYTHING OVER THIS. KEY BANK won't help at all and says it could take 90 days to get tge funds returned. I need HELP
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: At Laurel Road bank I opened up 1 checking and 2 savings accounts XX/XX/2023. On XX/XX/2023, I opened up my Laurel Road app to verify if 2 transfers ( First transfer amount : {$200.00}, and second transfer amount : {$1000.00} ) I made from XXXXXXXX XXXX either XX/XX/XXXX went through ; but noticed on XX/XX/2023 my Laurel Road accounts are restricted. The restriction states : " Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXX or TDD/TTY XXXX for our hearing impaired members. '' I contacted Laurel Road the same day I realized the restriction, gave them all requested information ( assuming I'd gain access to my account afterwards ) ; but they couldn't tell me why my account is restricted and will have to investigate it which may take up to 30 days. I asked if they can escalate the process because I have bills to pay, but they mentioned they can't guarantee I'll gain access to my restricted account before the 30 day investigation. After talking with a supervisor at Laurel Road, I was told XXXXXXXX XXXX put a stop on the transfer which may be the reason why my Laurel Road bank accounts are now restricted. She told me to contact XXXX XXXX to see why they stopped the 2 transfers I submitted. XXXXXXXX XXXX told me the transfers were stopped because they couldn't verify the bank. I contacted Laurel Road bank again to relate the information received by XXXXXXXX XXXX but they said it's nothing they can do and my account will still be under investigation for up to 30 days. I expressed my dissatisfaction with how things were handle : 1. I gave all the information Laurel Road bank needed to verify my identity and gain access which did not help, 2. there was no email/text message sent to me by Laurel Road before restricting my account, and 3. I have bills coming out of the account that won't get paid this week or for 30 days because of the restriction. I've been on the phone with both Laurel Road and XXXX XXXX for over 2 hours and I really need this to be resolved very soon so I'm not behind on my bills.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Please refer all my complaints about Keybank. I have a checking and savings bank account with Laurel road bank. It's Keybank. I have my salary direct deposit in this account. Since XXXX XX/XX/2023 I am not able to access this account. Whenever i tried to login I am getting this message : This is the message I am getting Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXX XXXX XXXX XXXXXXXX that i need to call the bank. As I have two bank account with Laurel Road XXXX Keybank. Checking ending in XXXX and saving ending in XXXX Today I received this letter from Keybank that they closed my account and sent me a check for {$10000.00}. I asked them to provide me all the statements as I am not able to access it online. Keybank hasnt provided me the statements till this point of time. I want to make sure that my direct deposits from employer happened on time and right amount. Plus I also want to see whether I got my {$300.00} cash back bonus or not plus whether Keybank applied interest correctly or not?
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A