Date Received: 2021-06-24
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: Key Bank decided to implement a 'maintenance service fee ' of {$7.00} for an account with a {$6.00} balance in order to send the an auto-pay into negative account balance and charge an overdraft fee. When it was all said and done, Key Bank was able to turn a {$6.00} positive balance into a negative - {$76.00} one, with fees totaling {$82.00} which Key Bank decided to try and help themselves to.
Company Response:
State: WA
Zip: 99004
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Your Address Your City, State, ZIP Code ( Your email address, if sending via email ) Date Name of Contact Person ( if available ) Title ( if available ) Company Name Consumer Complaint Division ( if you have no specific contact ) Street Address City, State, ZIP Code To Whom it may concern : Re : XXXX MasterCard - XXXX On XX/XX/XXXX I purchased a used transmission from XXXX XXXX XXXX XXXX. Unfortunately, the transmission had a bad throttle body, making the part defective. The part came with a warranty so I called XXXX. XXXX advised the throttle body be removed and cleaned and then re-installed for a test. The problem being, I would have had to pay my mechanic for the labor. My mechanic, himself, even spoke with XXXX and explained the situation. As explained by my mechanic, cleaning the throttle body would not have done any good. At that point in time, I disputed the transaction as I was sold a defective part and XXXX expected me to put more money into the labor of cleaning the part in order to honor the warranty. I had my mechanic repair the throttle body which cost me over {$500.00}. I am disappointed because Keybank sided with XXXX and put the charges back onto my credit card. I do not feel I should have to pay for a defective part and that Keybank should protect their customers financial interests. To resolve the problem, I would appreciate the disputed amount be removed from my credit card balance. Enclosed are copies of my receipt for the repair. I look forward to your reply and a resolution to my problem. I expect a resolution by XX/XX/XXXX before seeking help from a consumer protection agency or the XXXX XXXX XXXX. Please contact me at the XXXX Sincerely, XXXX XXXX Enclosure ( s )
Company Response:
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I worked with KeyBank to pursue a mortgage on a property that I was interested in purchasing through their Key Communities program. This would be my first time purchasing a home and my father had assisted me with paying the earnest deposit on the property. The KeyBank representative stated that my father would need to provide two months of bank statements in addition to a gift letter in order to source the earnest deposit. My father had privacy concerns about KeyBank requesting his financial documents because he was not pursuing financing on the home. My father conversed with the representative who told him my application would be denied without my father 's gift letter and bank statements. My father let the representative know that he would not be providing the requested documents. After conversing with my father, the KeyBank representative reached out to me on XX/XX/XXXX with an ultimatum. I would need to provide my father 's financial documentation or I would need to request that the builder refund the earnest deposit to my father and fund the deposit myself. I reached back out to the representative letting him know that I would not be able to fund the earnest deposit myself and that I could not produce financial documents from my father. I received a follow up letter from KeyBank stating that upon my request, my mortgage application had been withdrawn. I followed up with the representative letting him know that I did not request to have my application withdrawn and that if KeyBank was unable to proceed with my mortgage application, I would need a letter stating that I had been declined because I was not able to provide the requested documentation that KeyBank was asking for to proceed with their application process. The representative informed me that he would work with his manager to amend the letter. I received an email back from the representative on XX/XX/XXXX stating that while he and his manager were working to get a decline letter, they found that they have a policy where my loan would not be declined due to not being sent to an underwriter. He stated that in order to send my file to underwriting that I would have had to pay a {$500.00} non-refundable deposit to KeyBank and underwriting would consider my application without my fathers deposit, an option that was not presented in the earlier communication. This put me in a situation where the builder I was working with claimed that I was in breach of contract due to not making a good faith effort to finance the purchase. The representative recommended that I try another financial institution which was discouraging and reminiscent of the discriminatory practices my grandparents faced when trying to purchase their home. This situation has led to the builder that I was working with refusing to refund my earnest deposit because without a letter or statement from KeyBank, the builder argues that I did not make a good faith effort to pursue financing on the property. This is false, I have provided KeyBank with all information that I am able to produce but due to KeyBank requiring bank statements from my father I can not complete their application and due to KeyBank withdrawing my application, the builder is refusing to refund the earnest deposit.
Company Response:
State: OH
Zip: 43026
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I had funds from workforce wv sent to key bank a debit card was issued via key bank but do to my physical address being listed as my email address the card was never mailed and do to covid issues communication with wv workforce was limited so on XX/XX/XXXX a new card was sent to me and received and activated on XX/XX/XXXX an then I noticed that there was a negative balance XXXX and not the XXXX that is suppose to be so I contacted key bank an I was informed by XXXX of key bank on XX/XX/XXXX and my funds where sent to wv unclaimed funds so I contacted unclaimed funds wv spoke with XXXX an was told there are no funds in my name or the date of XX/XX/XXXX which is when key bank sent them.and no records for anything pertaining to my name, XX/XX/XXXX, and/or the amount of XXXX an was informed contact key bank again which I did on XX/XX/XXXX and got the same response again. So contacted unclaimed funds of wv an spoke to XXXX on XX/XX/XXXX with same response again and was suggested I call wv attorney general and I did so on XX/XX/XXXX spoke XXXX XXXX and was informed could not help me told to contact CFPB and now that bring to now.
Company Response:
State: WV
Zip: 25705
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I filed a small estate affidavit to get my mother 's bank accounts from Keybank on XX/XX/XXXX. I also had intentions of taking over payments on her mortgage that she has through them. The property was quitclaimed to me prior to her death so it should have no bearing on the value of the estate meeting the requirements of a small estate. In accordance with the Garn-St. Germain Act and the interpretation that the ability to repay rule should not apply to a child if he/she is just taking over the payments, I wrote a letter to the bank indicating that I would be taking over the payments and that the quitclaim deed should be proof that I am successor in interest. The bank is holding my mother 's deposit accounts because they have a mortgage in her name that they are making me apply for a new loan to take over. They have indicated that the whole process will take four to 6 more weeks, and that their legal department will then notify me IF they approve my takeover of the loan. Until that time, they are not turning over the funds from her deposit accounts. Due to supporting documents including social security numbers, I would prefer not to attach them but are available upon request. In addition, they have already been obtained by Keybank during this process. The timeline of events is as follows : XX/XX/XXXX, XXXX took a notarized small estate affidavit, my mothers death certificate and my drivers license and presented them to the XXXX, Indiana branch of KeyBank. XX/XX/XXXX, XXXX-No returned call for update. I called and was told the person helping me was out for the day.. They took my number and said they would have her call. XX/XX/XXXX, XXXX-I was told she wasnt sure what was taking so long and that she was going to resubmit it and ask that it be escalated. She indicated she would call the following day with an update. During that time frame, my son, XXXX XXXX, had received a notice that my mothers credit card account had been closed with a balance due. XX/XX/XXXX, XXXX-Still no return call. My son called the branch and had to leave his number. His call was not returned. He called again at the end of the day and he was able to reach the lady who had taken his original message and was told that you were not in but the case was still with legal. XX/XX/XXXX, XXXX-The person helping me called and said she was told that the legal department indicated that there was a mortgage on a property and she was to send the paperwork to collections, but that was all she knew about what was going on with the situation. Since my mother had signed a quitclaim deed and the property had quitclaimed to me, there shouldnt be an issue with the property and the fact that I had a small estate affidavit completed, but there was no discussion at that time about the status of the small estate affidavit. XX/XX/XXXX, XXXX-The lady called and indicated that Key Bank would be sending paperwork within 7 days and would need a successor in interest form completed. She also indicated that they would need me to go through the loan application process and would need to have my credit checked and approved before I could take over the loan. I indicated that according to the Garn-St. Germain Act of 1982, I didnt have to go through that process and could just take over the payments. At that time she requested a copy of the quitclaim deed be sent so it could be forwarded to the mortgage department. My son emailed a copy of the notarized form to them that morning. XX/XX/XXXX, XXXX-I emailed the bank with a letter informing them that I would be living on the property and would be taking over payments for the mortgage loan. Along with that letter, I asked them about the status of the small estate affidavit since the quitclaim deed proved the value of the bank accounts fit the definition of a small estate. I received an automated reply because the lady helping was on vacation. It also gave a number to call if I needed assistance. XX/XX/XXXX, XXXX-Still had not received paperwork that was supposedly being sent to determine I was a successor in interest, So I called the branch to get assistance. I had to leave my number and asked for a return call ASAP. XX/XX/XXXX, XXXX-After waiting all day for a return call, I reached out to Keybank via social medias XXXX. They indicated that they would forward my contact information to the local branch for review. I indicated that I was at the point of being ready to seek legal assistance and file complaints where needed so I could get answers. They said they would forward my information to their escalation team and would be contacted in 2 to 3 business days. XX/XX/XXXX, XXXX from their corporate customer service office called and started taking information about my situation. We were cut off mid-conversation due to a storm in their area. I contacted them back and was told that XXXX was offline and would likely call when she was able to reconnect. I still haven't heard back from her. XX/XX/XXXX, XXXX-Sent another email to the personal banker at our local branch requesting an update. She was able to call and tell me that according to her legal department and their mortgage people, I needed to follow a different procedure than just filing a small estate affidavit with them because of the mortgage they hold on the property that has been quitclaimed to me. According to them, I need to work through getting the mortgage taken over for the small estate affidavit to be handled, and the process could take 4 to 6 weeks. I need to complete a release of information form and contact their customer service people to make an application for the loan with mortgage servicing. Then they will need to go through the whole approval process, make a determination and report back to legal who will then let the banker know who will let me know if it is approved that I can get a loan to either assume the loan or have a new one. I am not sure which-since information I am getting is coming through 3 or 4 people before I get it. She did assure me she had all the dates and times recorded as to what she has been doing to work on this for me. XX/XX/XXXX, XXXX-XXXX XXXX-Tried to call the number I was given to get started on getting the mortgage taken care of. The man who answered said they had absolutely nothing to do with taking documents or getting mortgages taken care of like we were needing. All he could do is take care of taking payments. He said that we needed to contact the local branch to take care of our problem. XX/XX/XXXX, XXXX-XXXX XXXX-Called second number I was given to try to get help. She looked at the accounts and saw the XX/XX/XXXX contact but said no other notes were available. She put me on hold so she could dig deeper. Then she reported back that she was waiting on a supervisor to ask what steps I need to take next. After a call that had me on hold for 30 minutes, she asked if she could call back once she is able to talk with her supervisor.
Company Response:
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was trying to find my elderly brother a place to stay in Hawaii after his second XXXX vaccination shot. I found a listing on XXXX XXXX XXXX XXXX XXXXXXXX ) and contacted the agent ( or so I thought ) for the apartment. His email is " XXXX ''. I was told to make payment through XXXX. I have never used XXXX before, but was it was through my bank, KeyBank, so I assumed there were protections in place. To be cautious, I first sent {$200.00}. as a deposit, and it went fine. Then, a few days later, I sent the rent payment of {$450.00}. After that, I was supposed to get pin code for the apartment. But, of course, I did not. I immediately called my bank, KeyBank. But, I was told that they could do nothing ... that XXXX was supposed to be used as payments between friends and relatives. Why, then, is this an advertised banking app ... not a " friends and family '' app. I feel the bank and XXXX are COMPLETELY aware that they are the app of scammers, but are looking the other way to make a profit. I feel they should be able to AT THE VERY LEAST, shut down the scammer 's XXXX account. But, I was told no ... nothing could be done. Perhaps you will have better luck. The {$450.00} XXXX payment was made today through KeyBank to the following XXXX account. PAYMENT VIA XXXX XXXX : XXXX Name : XXXX XXXX I am ashamed that I fell for this scam, but angry that my bank and XXXX helped perpetrate it. Please help.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX XXXX at XXXX XXXX. I tried to deposit my cash amounted to XXXX dollars in my KeyBank account. The atm counted the money and showed it all went alright until it said unable to process transaction, see attendant inside. It was a Sunday so there was no way of going inside. We called KeyBank immediately and followed a complaint. I called the KeyBank at XXXX XXXX XXXX, XXXX as soon as they opened early Monday morning. They assured me that they would balance the atm and call me to let me know the status. A provisional credit was issued and I thought everything was going well until I followed up and they said they didnt find anything. I am now down XXXX dollars and dont know where to go from here. I now dont trust KeyBank and feel they did me wrong.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: these accounts don't belong to me. Please remove them from all 3 credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 2. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 3. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 4. Identity Theft XXXX XXXX XXXX of inquiry : XX/XX/XXXX This is not mine. 5. Identity Theft XXXX XXXX XXXX of inquiry : XX/XX/XXXX This is not mine. 6. Identity Theft XXXXL XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 7. Identity Theft XXXX XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 8. Identity Theft XXXX XXXX XXXX XXXX of inquiry : XX/XX/XXXX This is not mine. 9. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 10. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 11. Identity Theft XXXX, XXXX. Date of inquiry : XX/XX/XXXX This is not mine. 12. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 13. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 14. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 15. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 16. Identity Theft XXXX XXXX, XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 17. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 18. Identity Theft XXXX XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 19. Identity Theft XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 20. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 21. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 22. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 23. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 24. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 25. Identity Theft XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 26. Identity Theft XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 27. Identity Theft XXXX XXXX Date of inquiry : XX/XX/XXXX This is not mine. 28. Identity Theft XXXX BANK NA Date of inquiry : XX/XX/XXXX This is not mine. 29. Identity Theft XXXX Account Number : XXXX This is not mine. 30. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 31. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 32. Identity Theft XXXX Account Number : XXXX This is not mine. 33. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 34. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 35. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine.
Company Response:
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On Saturday XX/XX/XXXX I took a payroll check to Key Bank in XXXX XXXX CT. My employers check comes from this bank and I have an account there. Due to a medical emergency I was overdrawn by {$200.00}. I deposited the check to get the account back to positive. Again, this was a deposit of a check from the issuer with the same bank. My printout said available balance {$480.00}. I paid some bills that totaled to under the {$480.00} available. On Monday, I see that my check has not cleared and Im overdrawn. I call Key Bank corporate at XXXX. They had to physically get the bank to remove the hold. Corporate told me I would not be charged overdraft fees because there shouldnt have been a hold on it On Tuesday I got hit with XXXX overdraft charges and a sustained overdraft charge. I called the branch. They refused to refund the overdrafts citing that on Saturday I should have told them I wanted the funds available immediately. I asked for clarification. They said if I told the teller I wanted them available the day Id deposit they could have made it available. Otherwise, they put a hold on it. I cited that it should be common sense that I want the money immediately - especially since I was overdrafted. Their defense was that some people do not care if its available right away so unless I ask, they dont do it. Its difficult to type that sentence and take it seriously. Some people dont want their money right away? Show me these people. Again, if Im overdrafted, it should be implied I do. Second, Im not sure theres a single hardworking American who doesnt want there money right away. If it is capable of being done that same day why wouldnt that be the default policy? I have to ask or else I may fall into a trap that seems awfully predatory. Throughout this call to the branch, the manager XXXX XXXX cited my last history of overdrafts. I said I was aware but I always paid them and never complained. I had multiple medical emergencies this month so I had no choice. But I always brought my account to good standing and they ultimately profited off it with the charges. He proceeded to condescend about my history playing a part in not working with me and that I should use the tools available to me as a consumer to monitor my balance. Again, I am calling about an isolated incident and not ones I was aware of and had no choice but to do. I did my due diligence to get the money in there Saturday. It was a deposit from the same bank from my employer. They made note I was overdrafted. And they still didnt make it available right away? Branch Manager XXXX XXXX took it to his supervisor - XXXX. I was given no last name. I was not allowed to talk to her. She rejected forgiving me the XXXX in overdraft fees and they have so far refused to let me contact her. From a common sense perspective, none of this made sense. They were fully capable of making the money available - their acknowledgment. They werent even going to release the hold until I made corporate call Monday - so it sure seemed like they were going to let it go another day and stockpile more overdrafts. Corporate ensured me that I wouldnt be charged overdrafts for this. By Tuesday, corporate was blaming me for not asking on Saturday and bringing up my overdraft history to justify this unique situation. I dont find the XXXX to correlate. I was aware of the others. I hated doing it but I had to survive. I paid it back and the bank made money. This time was different. It was unprofessional and shifty. The policies seem designed to create problems. In no way, does holding the money of it can be cleared instantly make sense. On top of that, their demeanor with me was condescending and unprofessional. It showed XXXX awareness of a still pandemic economic climate on top of personal medical emergencies.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A