Date Received: 2021-05-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Between XX/XX/XXXX and XX/XX/XXXX Key Bank branch located in XXXX MA allowed the abuse of a temporary POA post XXXX suffered in XX/XX/XXXX by my son. They allowed multiple savings, checking accounts and cd 's in excess of {$480000.00} to be manipulated, withdrawn and removed my name completely from all the above. This happened within only 2 months post a business relationship I had with this institution over 40 years. Even after myself and my other children went to the branch with court signed legal documents showing them that anything my son had me sign as I continued to recover had been revoked by my attorney they still allowed me no access or even tracking of where my money went. Multiple times myself, my attorney and other children went into this bank and were turned away without explanation. Since this happened my life has been in crisis mode.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
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: On XX/XX/21, I was charged {$520.00} with my credit card through Keybank for staying at the XXXX XXXX in XXXX XXXX, Ohio. I was not happy with the room therefore I didn't even stay there. I also was not happy because the staff were not wearing their masks.
Company Response:
State: NY
Zip: 14304
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: There were fraudulent charges on my debit card XX/XX/2020, I disputed them with my bank. But Key Bank tried to blame my boyfriend, when I found out the truth they were not interested. They weren't interested in investigating the people who did this, neither were the police. I want them prosecuted.
Company Response:
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: I tried to transfer {$500.00} from KeyBank to my XXXX account on XX/XX/XXXX. The bank sent to a different account that is not mine. I called many times and the dispute center escalated my case 3 times and they still denied my claim. I sent them my XXXX statement as proof that the money is not in my account. I talked to managers from the dispute team and KeyBank costumer service. They provided me with all of the account numbers where my money went and still they say they can't give me my money. They told me to call XXXX bank. The XXXX bank manager told me that the sender should do a ''recall of the funds ''. They can do nothing but they told me that the account where my money went is active. You are my only hope!
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hi, At the beginning of COVID I lost my job. I filed for unemployment benefits with the NY State Dept. of Labor. The NYS DOL approved my case and sent me a Keybnk debit card to access the funds that were deposited into a newly created KeyBank account. Then in XXXX the NYS DOL put a hold onto the account and funds and requested me to send in ID verification. I sent in the requested ID documents and the payments resumed into the Keybank account. But Keybank still has the Hold on the account and is not allowing me to withdraw the funds. I have contacted them several times and they keep on telling me to contact the NYS DOL. When I contact the NYS DOL they tell me that all is OK and I should contact Keybank again. ( I also have it in writing thru a secure message from the NYS DOL - attached ). Im being thrown in circles while my electric and water bills are past due and I have a family of 7 to feed. Keybank is refusing to verify with the NYS DOL and remove the hold and is keeping away close to {$8000.00} vitally needed funds from me.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Key Bank has a promotion in which new Key Bank customers open a new checking account and direct deposit {$500.00} within the first 60 days receive a {$200.00} incentive payment. I have never been a Key Bank customer. On or about the end of XXXX of XX/XX/2021, I opened a Key Bank checking account online but was unable to fund the account due to technical difficulties with their website. I started the process over which opened a second Key Bank checking account. I was able to fund this account so I closed the original account. The two accounts were opened within a week of each other so it is clear that I was neither a longstanding client nor have I had a checking account with Key Bank previously. I direct deposited the {$500.00} on XX/XX/2021 as required. It is now XX/XX/XXXX and I have not received the {$200.00} incentive payment. When I called to resolve the issue, I spoke with multiple employees at an XXXX number and at the branch. They are claiming because I had a previous account, I am ineligible for the promotion. I could not fund the original account online and it is clearly a technicality. No one is willing to help me obtain the promised payment of {$200.00}. I would like the {$200.00} payment deposited into my account as soon as possible.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Summary is an evasive, increasingly unresponsive loan officer who confirmed a buy down in the interest rate <48 hours before the closing date and subsequently revoked the buy down with <24 hours before closing. Tried to contact supervisor and later appealed to that person 's supervisor. Was asked why I chose to sign the deal even though it was obvious that I had little choice if escrow was going to be met on close date to avoid per diem fees and possibly losing the home purchase. I have a detailed timeline copied below that provides exact information. -- -- -- -- XX/XX/XXXX XXXX ( KB XXXX loan pre-approved. KB electronic documents sent to me via secure portal XX/XX/XXXX XXXX XXXX XXXX XXXX ) email requesting several items including proof of homeowner 's insurance XX/XX/XXXX all requested items emailed to XXXX in addition to insurance agent information to obtain proof of homeowner 's insurance XX/XX/XXXX XXXX informs me everything is 'good ' and that loan sent to KB underwriting team XX/XX/XXXX XXXX informs me of seller credit and how it can be applied to loan ( see below ) So the Seller Credits exceeds the amount of pre-paids and Closing Costs. There are 2 way you can utilize the extra funds left over You can buy the Interest Rate down and use left over Seller Credit Fees You can reduce your loan amount using the left over Seller Credit Fees Let me know what you prefer and we can get that done for you XX/XX/XXXX emailed XXXX for clarification on how seller credit works, and her response ( see below ) suggests additional information is needed Since I am unsure on exact amount yet left over I cant tell you how much we can buy down rate, but I do think we can get you a 2.875 %, which would be paid by Seller Credits ( roughly XXXX XXXX. Or we just reduce the loan amount from the credits! I will try and confirm today what the exact dollar amount is left over to make it more clear XXXX XXXX XX/XX/XXXX emailed by XXXX rep XXXX, XXXX XXXX XXXX XXXX XXXX, requesting several items including " addendum to purchase contract lowering the purchase price from {$850000.00} to {$850000.00} signed by all parties. '' XX/XX/XXXX replied to XXXX via same email chain referenced above, asked if dollar amount was known. No response. XX/XX/XXXX requested clarifications from XXXX. No response XX/XX/XXXX email from XXXX closing department rep XXXX XXXX received. Documents electronically signed that day by me. XX/XX/XXXX connected with XXXX by phone. One of the required items, an addendum to purchase contract lowering the purchase price from {$850000.00} to {$850000.00}, was needed because the internal KB documents had different figures for the purchase price. He did not say who created the forms with the conflicting prices. XX/XX/XXXX informed by XXXX that dollar amount on seller credit would be ready by XXXX XX/XX/XXXX Friday XXXX see below ) Hi ( redacted ) I am looking into the dollar amount today, as I did not have exact figures on how much left over Seller Credit we have. Let me get that exact number and I will get that to you by XXXX! At that point you can advise which route you would like to go to utilize the left over Seller Credit XX/XX/XXXX XXXX emails saying the seller credit is a little less than {$20000.00} and asks how I would like it applied to loan ( see below ). I replied that I would prefer a lower interest rate This is the amount XXXX left over for Seller Credit. Please advise if you would like to use for loan amount or buy down rate. I would say most reduce loan amount to save life of the loan interest you will pay. Let me know your thoughts! XX/XX/XXXX I emailed XXXX asking if she had received my previous message and if it was OK. She informs me that she is no longer sure the seller 's credit exists ( see below ) HI ( redacted ), I did get your request, however I am looking into this Sellers Credit to make sure this is actually a credit or are they just going off the Earnest Money XXXX Want to verify before we do anything! XX/XX/XXXX - XX/XX/XXXX several attempts made to contact XXXX. I do not have full documentation for this. If I remember correctly, she told me she would get back to me and copy me on emails with the XXXX processing-not underwriting- department but failed to do so XXXX zero communication XX/XX/XXXX - early morning phone call to XXXX confirms existence of seller credit. I am sent a KB electronic document request which I sign ( see attached " XXXX '' XXXX. She tells me the loan is going to be sent to my title company later that morning XX/XX/XXXX - I send this email to XXXX at approximately XXXX I am writing this message because I am trying to get an update on my property purchase which is scheduled to close this Wednesday. XXXX, when we spoke this morning you said the KeyBank closing team was in contact with my title company, XXXX XXXX, and I was sent an electronic document for signature which I signed. It is now XXXX XXXX / XXXX XXXX and I have not received instructions on how to make payment, so I am assuming there is ongoing coordination between Key Bank and XXXX XXXX. Please provide an update on the situation. I have copied agents from XXXX XXXX in case they are aware of circumstances on their end that require further attention. Thank you, XXXX Redacted ) XX/XX/XXXX I send another email to XXXX It is now XXXX local time and I have not heard an update from KeyBank. XX/XX/XXXX I make several phone calls and leave messages with the person who I believe is XXXX 's supervisor, XXXX XXXX. I obtained this information from a XXXX loan office in XXXX. No response. I write the following email to XXXX : Hello XXXX, I am reaching out to you about difficulties I am having with closing on my property using KeyBank. I am supposed to close on a townhome in XXXX this Wednesday. XXXX XXXX, XXXX # XXXX, is my loan officer. Please see below for details. At this point all I care about is getting the loan pushed through, but I want to thoroughly document what has taken place over the last few weeks so you understand my perspective. I would greatly appreciate it if you can step and facilitate this process. Thanks, ( Redacted ) -- -- - She has been increasingly evasive about the loan process and I have been told over and over that it will get done, but I am now a little more than 24 hours from my closing date and I have not heard from the title company. I spoke to her this morning and when I asked how we would proceed if the offer was not sent out by the end of today, she just said that it would be done today and left it at that. Last week I asked her to loop me in on the emails she was sending- with the loan processor, as I was informed I am not allowed direct communication with the closing department- and this request was ignored. This was preceeded by a two week period when I was initially told there was a sellers credit, then the seller 's credit may not actually be there, and then told again that it's there. A few weeks earlier I was asked by the loan processor, XXXX XXXX, for an addendum to my purchasing agreement. I was confused and no idea what he was talking about. Apparently there were different prices listed on internal keybank documents, and while he did not tell me who was responsible for creating the docs, they were made early in the process when XXXX was my only point of contact at KeyBank. XX/XX/XXXX I receive an email from XXXX saying the Seller 's credit does not exist and I need to tell her ASAP if I accept the previous loan terms, see below Good morning ( redacted ), I am sorry just getting this! I contacted closing and your XXXX is coming to you this morning, however I need to confirm your rate ASAP before sending. There is no extra $ for Sellers Credit, our Underwriter read wording wrong in your contract. Therefore want to confirm you are okay with 3 % interest vs 2.875 % due to no extra funds from a Sellers Credit. Please email me ASAP and I will notify closing and your CD will be sent immediately! Thank you and I am very sorry for that mixup on Sellers Credit on behalf of our Underwriter. XX/XX/XXXX I forward this email to XXXX and demand that he call me back. He instead writes me this email pressuring me to accept their offer : Hi ( redacted ), I just spoke to XXXX on this. It appears there was some confusion on how the contract read regarding a seller credit. This was clarified and cleared up that there is no additional credit for this transaction as the underwriter initially thought. Are you good with the 3 % since there is no credit to buy down the rate? We need to get the XXXX out today so closing can take place and they are working on this now. XX/XX/XXXX I write another email demanding that XXXX call me to discuss the matter. He calls me 30 minutes later and explains there is nothing he can personally do but he will " make a phone call '' to see what else can be done. When he calls me back 30 minutes later he says the best they can do is give a {$500.00} discount. I inform him this is unacceptable given the discrepancy between the seller credit and his discount. I say that I accept the offer. XX/XX/XXXX - sent electronic KB documents, see attached " Tuesday.pdf '' XX/XX/XXXX deal closed with title company
Company Response:
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I deposited a check for {$190.00} into my keybank savings account. Prior to this deposit I had {$15000.00} in my savings account. The following day I logged into my account online and saw that my balance was now $ XXXX. I opened my account and saw XXXX Atm deposit debit adjustment {$19000.00}. XXXX I went to my local keybank branch in XXXX NY and was told that there was a glitch in the ATM, and the system they needed to use to look at this glitch would not be accessible until Monday, XXXX this was Friday morning around XXXX XXXX. I was leaving Friday night through Monday for a vacation to XXXX Beach, and fortunately I had access to my checking account. However, I had several bills that were auto deducted from my checking account that weekend and therefore my account became a bit lower than I am comfortable with and I ended up having to borrow money from a family member in order to avoid using my debit card. Normally when my checking becomes low I transfer money over from my savings, but I was unable to do that this weekend. On Monday XX/XX/XXXX a representative from keybank called me around XXXX stating that they looked into my account using the system and the money would be deposited on Tuesday. The money is now back in my account, however this caused me a great deal of distress over the weekend and I wanted to report this so it doesn't happen again to someone else. Thank you for your time! XXXX XXXX, XXXX, XXXX XXXX
Company Response:
State: NY
Zip: 12020
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have had repeat problems with KeyBank related to wire transfers, specifically regarding the XXXX XXXX XXXX. Going back to XX/XX/XXXX, I was purchasing a vehicle out of state. I spoke with the branch manager XXXX and asked her how I would go about initiating a wire transfer for down payment. XXXX told me that there are absolutely no wire transfers within the branch and that they are almost always a scam. So, instead I had to do a bank certified check which was a huge pain. I also do XXXX investments which requires a domestic wire transfer, so on multiple occasions I had to send personal or certified checks because I was under the impression that KeyBank did not offer any wire services. Fast forward to XX/XX/XXXX and I am purchasing a 2nd home in Florida. I called KeyBank to see what the process would be for closing and they said I could do a wire transfer over the phone. Two days before my closing, I called to initiate the transfer and they told me I had to do a transfer in the branch only. I called the XXXX XXXX KeyBank branch and they once again told me they do not offer wire transfers period. I asked him to look into it and he said he would to " appease me. '' His name is XXXX at XXXX XXXX KeyBank. He ended up being 100 % wrong. This entire time, they could have done wire transfers for me in the branch. On top of that, my mom had to wire {$25000.00} for me as a gift towards the home. When she went into the branch, XXXX told her it was again a scam and that wire transfers were dangerous. My mom called me crying from the parking lot not knowing what to do. In order to transfer the money for my closing, I ended up having to do a round trip flight from XXXX to XXXX to visit a branch to sign a piece of paper. This ended up costing me over {$1000.00}. The wire transfer misinformation is just the beginning when it comes to the issues I've had with this XXXX XXXX KeyBank branch. Just today, my contractor told me he was being questioned by someone in the branch about what I was doing and why I was writing him so many large checks. This branch has repeatedly been nosey. Last year, I had someone fraudulently take around {$3000.00} from my business account with XXXX I told them at the branch it was 100 % not me. They told me that because I receive wire transfers into my business bank account, it was my fault and that if I went through with the report that they would most likely rule against me. I moved forward, filed a police report and the bank ultimately ruled in my favor. The XXXX XXXX branch needs an overhaul, specifically XXXX and XXXX. Please follow up with me.
Company Response:
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX I opened a Key XXXX Checking account online after receiving a mailed promotion from KeyBank offering a {$400.00} bonus for making a minimum opening deposit and one single direct deposit of at least {$500.00} within 60 days of account opening. I went in-branch on XX/XX/XXXX and made an opening deposit of {$25.00} while at the branch, I confirmed with a banker that the bonus offer code was correctly applied to my account and that the only other requirement was to make a direct deposit by the XX/XX/XXXX deadline. My checking account received a payroll direct deposit of {$600.00} on XX/XX/XXXX, thus fulfilling all the requirements of the bonus offer. After more than four months since completing all the requirements, I still had not received the {$400.00} bonus, so I called KeyBank 's customer service phone number on XX/XX/XXXX to inquire about its status. The KeyBank representative confirmed that the bonus offer was attached to my checking account and that I had fulfilled the opening deposit and direct deposit requirements of the offer, but claimed that I also had to make three withdrawals ( either electronically or via debit card ) from the account within 60 days of opening and denied my eligibility for the bonus since I had only made two withdrawals in 60 days. This withdrawal requirement was not mentioned anywhere in the promotion terms provided by KeyBank via mail and on their website, nor was it mentioned in-person when I visited the branch on XX/XX/XXXX. The phone rep filed an appeal with KeyBank on my behalf on XX/XX/XXXX, and called me back on XX/XX/XXXX to inform me that the appeal had been denied. KeyBank has failed to honor the terms of their agreement, and, despite acknowledging the fact that I have met all the original requirements, they invented new requirements as justification for refusing to uphold their end of the deal. I have attached to this complaint a screenshot of KeyBank 's web page containing the promotion terms ( which is archived online at https : XXXX : XXXX? XXXX ), an e-mail from KeyBank on XX/XX/XXXX confirming my checking account opening, and bank statements from XX/XX/XXXX through XX/XX/XXXX verifying the aforementioned deposits.
Company Response:
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A