Date Received: 2021-06-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: While applying for a mortgage, my lender attempted to verify the deposits in my account. They were told that I needed to request the verification myself. When I called, I was told they would not help me. Instead, they wanted to know my rate and said they could get me a better mortgage. When I asked to speak with the manager, she said she was the manager. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX It is my understanding that my bank is required to provide me a verification of deposit upon request.
Company Response:
State: CT
Zip: 06605
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I found the XXXX Key Bank statement that should be added to the other bank statements as part of CFPB complaint XXXX addition, I want to provide you correspondence I have had with Key Banks HR department regarding eleven job positions for which they have advertised for which, to varying degrees, I am qualified.In addition, I sent this correspondence to XXXX XXXX XXXX attorney for plaintiff ( as that term is used in New York State Law ), meaning that he must sign a CPLR XXXX oath under penalty of perjury that any representations he makes are truthful in fact and in law, under a best information and belief standard of law.As I wrote in that letter, this correspondence is relevant to the foreclosure case. Under New York State Law, foreclosures require a law and equity standard, meaning that the plaintiff must show that it is entitled to foreclose under.law and then prove to the factfinder that it should be entitled to foreclose as a matte of equity.Obviously, we should allow Mr. XXXX and Key Bank to respond. I also recognize that neither Key Bank is obligated to offer me employment or a business contract and nor am I obligated to accept such offer. However, we should be discussing case resolution, and MrXXXX XXXX has refused to do so, both at the Civil Appeals Settlement Program at the New York State Appellate Division of the Supreme Court, 3rd Department and subsequently.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I've have had a commercial loan account with KeyBank since XXXX. The user interface for KeyBank 's website was very confusing. I would initiate a transfer from my external account into my KeyBank account, check my KeyBank account a couple days later, and it would show in bright green words that a deposit was made. There was no mention of the word " Pending '' or any other words, symbols, or indicators that would imply that there was a transfer of funds pending, but not yet finalized. However, the fact of the matter, is that the funds were NOT deposited, and were in fact in a pending stage. Believing everything to be in good standing, I turned my attention away from the account. This is when the FIRST major issue with KeyBank occurred in the year XXXX. That incident took a lot of time and phone calls to resolve, but the then XXXX at the KeyBank XXXX Indiana branch was able to get everything straightened-out and offered an apology for the lack of transparency. In XX/XX/XXXX, a similar incident occurred. In this incident, I took partial responsibility because I should have remembered that KeyBanks online user interface is deceptive. A fee of {$25.00} was placed on my account for late-payment. This is where another fundamental issue happens and the reason why I am making this claim. After speaking with a KeyBank representative at the XXXX Indiana branch about the {$25.00} late-fee placed on my account, said representative stated something along the lines of : " Mr. XXXX I see that you have been a long-time member with KeyBank, so I'm going to waive this {$25.00} fee for you. '' I responded by saying thank you and concluded the call. Once again I took my attention way from the account and made my regular payment each month, however it turned out that the {$25.00} fee was NEVER removed from my account. On XX/XX/XXXX I called the KeyBank XXXX branch and spoke with a representative named XXXX. I explained to him the situation, and how I was told by a representative ( who I now believe was XXXX, himself ) that the {$25.00} fee would me removed. XXXX told me that he was the only person on site, with the authority to make such claims. I told XXXX that I would send him the call-recording of the conversation in question. XXXX provided me with an email address to send the call-recording to. After reviewing my records for the call recording, I could not locate it. I called the branch, back to speak with XXXX, and explained that whether I found the call-recording or not, I should not have to make a case to KeyBank why they should honor their promises. I explained to him that as a financial institution that I invest in, I should be able to have a level of trust in their word. XXXX said that he would see what he could do. In a later call, XXXX confirmed that the {$25.00} fee would not be removed from my account. After-which, I removed all funds that I have in my KeyBank account, and promised that I would not be giving any of my money to KeyBank until they met their obligation. Some time later, I checked my account via the KeyBank website ( which is VERY information lacking to begin with ) and saw that the {$25.00} fee was no longer visible on my account. On XX/XX/XXXX, XXXX In a recorded-call, a representative by the name of XXXX told me that he didn't see a {$25.00} fee on my account. Today, XX/XX/XXXX, XXXX I called KeyBank XXXX Branch and spoke to XXXX, who confirmed that the {$25.00} charge was actually still on my account. I thanked him, ended the call, and went to the FTC website to make a claim/complaint. I was directed to the Consumer Finance Government website, where I am submitting my claim/complaint. *In XXXX I switched to a new phone, and my previous call-records were not backed-up. But I still have all records from then after.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Wrong hard inquiries on my credit report
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I'm on unemployment and went to pull out cash for bills and my payment for the week was gone literally 3 minutes after it posted to my account. Someone ( this is what key bank told me ) made an account at key2benefits and changed the pin number on my card from there also. I had my taxes stolen from a ex friend who put there banking information on XXXX XXXX instead of using my account so maybe it was this person that stole my identity. I have sone information in her if it helps but honestly I don't know if it was her. Ill file a police report if need be and grant yous any permissions you may need on my end to further your investigation to catch whomever did this to me. Also all banking information on taxes are wrong and were illegally put there by a person named XXXX XXXX XXXX. Address is XXXX XXXX XXXX XXXX ny XXXX. Again I will prosecute so please let me know what if anything on my end needs to be done to help! I have been a victim of identity theft and want to get the funds that pertain to me, as I receive them from unemployment benefits. I would like a history of all the transactions on my account.
Company Response:
State: NY
Zip: 14220
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello, I feel I must explain this for a true understanding. My wifes youngest brother was admitted to XXXX in a hospital near XXXX FL. My wife was trying to find a reasonable price airline ticket and came across, XXXX. We were quoted a round trip price of XXXX per person which included taxes and fees. The destination was XXXX Florida departing from XXXX airport. The total charge of {$370.00} my wife hit book and confirm, and she was charged {$770.00} without explanation or confirmation of the charge of {$770.00}. She immediately contacted XXXX and they were unable to explain the charge of {$770.00} and informed us their tech team would investigate and call us back, that call never came. We spent almost five hours trying to resolve this with the vendor without success. So I called my Key Bank to dispute the unauthorized charges and to my surprise, the dispute was not filed so I went down to the local bank for assistance, and the specialist saw that something wasnt right and she assisted me with filing a dispute. I thought everything would be resolved however I received a letter from Key Bank informing me that they can not dispute the quoted amount. I called customer service for an explanation and the service representative repeating the same information which was they can not dispute a quoted amount. I ask the representative what that meant since that amount was never quoted, confirmed, or even displayed and that they just charged that amount out of thin air. I also explained that even after I was charged {$770.00} XXXX still had the round-trip price of {$180.00} per person departing from XXXX XXXX destination XXXX Florida totaling {$370.00}. I did not hit book and confirm again because I did not want to be charged again. I could not believe that I could be charged an amount without being informed of that amount, confirming that amount, and Key Bank not seeing what had happened. Crazy things I actually booked the same flight directly with XXXX XXXX for XXXX total Round trip departing from XXXX XXXX destination XXXX Florida. I also paid for the membership program for future saving which totaled XXXX. So my total charge was XXXX plus the XXXX. It is so wrong because the merchant XXXX, Key Bank, nor XXXX can not explain the XXXX charges or make any sense of it. They first attempted to say yes XXXX plus XXXX however that total is {$750.00}, not {$770.00}, and again as you see the attachment clearly states XXXX round trip per person. Key Bank and XXXX told me to contact the merchant XXXX which I did spend almost five hours on the phone only to be promised a call back that never came. The local bank specialist spent about an hour on the phone with the merchant XXXX and they again promised a call back that never came. There is something seriously wrong that I could be robbed for {$770.00} and nothing can be done. I lost over a XXXX dollars {$770.00} plus {$380.00} because we were so exhausted from trying to get a resolution on XX/XX/2021 that we could not drive to the airport for fear of falling asleep on the road. Top things off my wifes brother XXXX XXXX on XX/XX/2021 and if it had not been for the shady business of XXXX we would have been there to say our goodbyes however again due to exhaustion we simply could not make the drive to the airport. I have upload supporting documentation. Please contact me for further details this action simply can not be allowed to happen especially at critical moments as such. My number is XXXX email address XXXX My bank account was fraudulently charged {$770.00} on my statement as XXXX charge of {$38.00} and XXXX of {$730.00} XXXX claims to have no knowledge of this charge and referred me back to XXXX, XXXX continues to toy with me laughing at times and my Bank refuses to understand me when dealing with customer service on the phone and over the internet. I have disputed both unauthorized charges however my bank is unwilling to help. If my Bank cracked down on this the fraudulent activity would not be possible. Was is so disturbing is after I was charged the {$770.00} XXXX still advertise the {$180.00} price per person including taxes and fees and I was also able to book and confirm the same flight directly with the air for almost the same prices with a {$7.00} dollar difference. How can they charge you without telling you what the cost is or give you an opportunity to see and agree to the cost, that is fraud however no one else seems to agree or just keep us going in circles.
Company Response:
State: NY
Zip: 12401
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: Consumer Financial Protection Bureau XX/XX/2021 In a misguided wire transfer from XXXX, I have lost {$500.00} to Key Bank in XXXX XXXX Oregon and they are refusing to help me to retrieve my money. How this happened, from the beginning : When making a money transfer in XXXX, the only information that comes up for account choices is the last 4 digits of accounts in your wallet to choose from. No other information is available on that page. I thought I was selecting my account, but instead I selected this obsolete Key Bank account which despite numerous attempts over the last 15 years to remove it from my wallet in XXXX, it would not remove. The {$500.00} transfer was initiated by me, by mistake on XX/XX/2021. XXXX claimed the transfer was complete on XX/XX/2021. I never received the funds in my account and began the search for the missing {$500.00} by messaging and calling XXXX. I have called XXXX and Key Bank over 16 times each in the past month as well as numerous emails to XXXX regarding this issue to no avail. Key Bank has told me 2x in previous calls that they were escalating this case to a higher department and I'd receive an email within 3 calendar days. None ever arrived. XXXX tells me to call Key. Key tells me to call XXXX. Over 50 hours of my time to date and I'm still working on this. Every time I call Key Bank, I literally have to start from scratch explaining the entire event. The same for XXXX up until XX/XX/XXXX at which time my case started becoming aware to the random person answering the calls each time. I didn't have the entire bank account number for that account due to the fact that that account has been closed for over 15 years. The only information I had to work with was the last four digits of the account and recollection that it originated from the XXXX XXXX, Oregon Key Bank branch in my name only. XXXX initially claimed that they were unable to see the entire number for security reasons. After that they continued to tell me that they don't keep the entire number on file, so for security reasons, they don't have it. Not having the entire bank account number cost me 3 weeks of 15 ( failed ) prior calls with Key Bank, attempting to locate my funds with a partial account number. I have talked to Key bank 's customer service line multiple times. I've talked to the XXXX XXXX, Oregon Key Bank branch multiple times and manager XXXX XXXX. I've talked to Key Bank 's ACH department with the tracer number info from my transaction. I've talked to Key Bank 's Archived Files department. Every time being told that they don't have the funds and to call XXXX. On XX/XX/XXXX, XXXX gave me a tracer Number for the transaction. # XXXX. It didn't help. Realizing that none of the steps I was taking was solving this issue and the only way to try to get it resolved would be to have XXXX and Key Bank communicate between themselves, which they were hesitant to do, on XX/XX/2021, I finally got XXXX to agree to a 3 way call ( between myself, XXXX and Key Bank XXXX which occurred on XX/XX/XXXX. On XX/XX/XXXX during the ( three hour long ) 3 party call between myself, XXXX and Key Bank, XXXX acknowledged that they had my entire bank account number the whole time and therefore lied to me every time I asked for it. Half way through the 3 party call, the number mysteriously became available by XXXX. XXXX Bank Acct # XXXX XXXX XXXX. Once the Bank account number was disclosed by XXXX to Key Bank during the 3 way call, this is the information that I received : *Key reassigned my bank account number to a new customer in OR and that unnamed person received my {$500.00}. *Key is refusing to reverse this transaction, nor investigate it and dispute it themselves with the unnamed person who is using my old account number. XXXXWhen XXXX was asked by Key bank, is there any other XXXX user with that account number besides me, XXXX searched their data base and said no. XXXX 's call dropped before Key Bank came back on the line with their final determination as follows : *Since I am no longer a Key Bank customer, nor live in the state of Oregon XXXX I personally am unable to dispute the transfer and deposit of funds into this unnamed persons account. XXXX @ Keybank says : XXXX needs to send a letter of indemnity to your financial institution XXXX XXXX XXXX XXXX to recover the funds. This letter can be faxed to XXXX or emailed to : XXXX Directly after ending the call with Key Bank, I attempted calling XXXX again to try to reconnect with Supervisor XXXX, XXXX the XXXX representative on the XXXXrd party call with me ). No one was able to find anyone with that name and instead eventually asked if I'd like to talk to another supervisor. I agreed and held on for another hour before hanging up with an unsuccessful call. Meanwhile, I sent XXXX an internal email with Key Banks final determination and asked to be kept up to speed on their progress with this new information. *The next day I received a response from XXXX : XX/XX/2021 XXXX XXXX my case # XXXX, saying : case denied due to the fact that the transaction was not unauthorized. ( I was never given a case number, only a ticket number. XX/XX/2021 XXXX has closed my ticket # XXXX, saying it was completed. XX/XX/2021 I called again and had XXXX create a new ticket # XXXX along with referencing the old # within it. I was told I would receive a response with 3-5 days. No response from them has been received to date regarding this new information presented ( re ; the requested letter of indemnity ). *Key Bank has never opened a case for me, nor provided any sort of ticket number regarding any further investigation, even after being notified numerous times by myself, and now XXXX XXXX this misguided transaction. **The unnamed person who received the funds has not notified the bank, nor returned them. This is stealing. If they spend the money, this is fraud. *Key bank refuses to investigate this too. *The meaning of this letter of indemnity from Paypal XXXX requested by Key Bank XXXX is unclear to me. Is it saying that Key Bank wants XXXX 's financial Institution to cover the funds via their loss insurance? The wording was very tricky as it was given by the Key Bank representative. I transcribed it word for word from the call. *To put this into perspective, I am a XXXX single woman living on a XXXX income and this loss of {$500.00} reflects 60 % of my total monthly income. This has caused me a serious hardship and your prompt assistance in retrieving my money is vital. Thank you in advance for your assistance in this dreadful matter, XXXX XXXX XXXX XXXX XXXX # XXXX Granite Falls, MN XXXX XXXX *Attached is a semi-complete running log of communications sent and received with XXXX XXXX
Company Response:
State: MN
Zip: 562XX
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021 I wrote a check on my account at KeyBank to XXXX by XXXX for a window replacement in my home. When I saw the replacement later that day, it was shoddy. On XX/XX/XXXX at XXXX am I went to KeyBank and stopped payment on that check. That was check # XXXX in the amount of {$7600.00}. The bank sent me a written confirmation that they had stopped payment on the check within a few days. I also informed the window company that I had stopped payment on the check. They nonetheless presented the check for payment several weeks later and the bank paid it. I have spoken with several people including the bank manager at the XXXX XXXX of KeyBank. Today I received a notice from the Key Bank Adjustments Department stating that the bank credited my account in the amount of {$.00} in this matter. Apparently they stopped payment on a check for {$7600.00} and not {$7600.00}.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I originally applied for a refinance XXXX XXXX for a conventional fixed rate 30-year loan, and I was able to lock in the rate at 2.5 %. I agreed to the loan estimate closing cost amount of {$4500.00} which included {$3400.00} in loan costs plus {$2200.00} in other costs minus {$1200.00} in lender credits. After waiting for months, I received a revised closing disclosure stating that my closing cost had increased to over {$10000.00}. My loan officer XXXX XXXX XXXX XXXX XXXX XXXX never notified me of the increase in closing costs or the reason why. I contacted my loan officer, XXXX, myself to get an explanation and he said that it was because of a mistake that he made and that in order to get me the 2.5 % interest rate, he had signed me up for a Home Ready Loan based on the location of my home but he was not aware that Key Bank no longer offered the Home Ready Loan based on location and it was now based on income and that I made to much to qualify for the program. But on Key Bank 's website regarding Home Ready mortgages as of XX/XX/2021 it states the purchaser qualification is based on income or location and regarding location it states no income limitation on low income census tracts and limited to 80 % of area median income in all other census tracts. The loan officer, XXXX, never mentioned to me that he was going to put me in the Home Ready program in order to give me the interest rate and closing costs for the original loan estimate. When I originally emailed XXXX about refinancing, I specified that I wanted to know the rate I qualified for without paying any Points and he said I qualified for 2.5 %. I had asked XXXX to change the closing costs back to the original loan estimated costs of {$4500.00} that I had agreed to and he stated that in order to do so that I would need to open a checking and savings account with Key Bank and then he would be able to ask his boss and upper management to honor the original pricing. So I opened a checking and savings account with Key Bank per Kevins guidance. I then received an email from XXXX stating that the price exception had finally been approved. I never received a final closing disclosure with the new costs. I was made aware of these costs at the signing of the escrow. The new closing costs Key Bank is asking of me is {$8400.00} which includes {$5900.00} in loan costs plus {$2500.00} in other costs and 0 lender credits. Key Bank is requiring 1 % of my loan amount ( points ) of {$2600.00} and that is something I never agreed to. When I called XXXX about the new costs, he was not aware of them. He thought that the pricing department would give me the original loan estimated closing costs of {$4500.00}. He also stated that even though this is his mistake, Key Bank pricing department has reduced the closing costs to {$8400.00} to meet me halfway and that he doesnt think they will reduce it any further and that I should accept these costs if I wanted to move forward with the refinance. I explained to him that this isnt my mistake and Key Bank should honor the original pricing agreement.
Company Response:
State: WA
Zip: 98405
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: We paid our loan in full in XXXX of XXXX and can not get a copy of the title for our boat and trailer. We have asked numerous times. Keybank even sent a notarized letter to the XXXX of our state of Indiana saying it was paid but we need the title! The XXXX can not accept a letter. Please assist.
Company Response:
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A