Date Received: 2021-05-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The simplest way to describe what happened is to upload the letters we sent to Key bank describing our frustration and dissatisfaction. Their XXXX client relations executive ( XXXX XXXX. - he wouldn't give us his last name ), sent us the attached letter saying our accounts ( 5 of them XXXX would be closed on XX/XX/XXXX ( just 6 business days from now XXXX. His failure to deescalate the situation will result in our having to switch to a new bank and has no regard for our vendors and more importantly our XXXX employees who will have issues with their checks. Are Federally chartered banks able to disrupt commerce this way? Because our accounts were compromised in XXXX, at the banks request, we were told to open new accounts for which we spent {$1000.00} on new checks etc. Now they want to close the accounts - I want that money from them!
Company Response:
State: CT
Zip: 06074
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I fell into unemployment like many Americans in XXXX. Since XXXX of XXXX Key bank has put a hold on my account. Key bank keeps telling me that the issue is with the Dept of Labor. The supervisor at the Labor Department informed me that there is no hold and I believe them because Dept of Labor is adding funds weekly to my Key bank account. As of todays date Key bank is holding {$5900.00}. Dept of Labor cant do nothing else to retrieve my funds from key bank because the error is not on their end. I call key bank daily and after the XXXX outreach and hours of hold, the customer service rep at Key bank hung up the phone on me. I am beyond frustrated because for the last 3 months Ive receiving the runaround from Key. I have never been without employment, since COVID-19 I was forced out of work. Key bank is running a scam on people affect by this pandemic and there appears to be no check and balances on key bank practices. I can only imagine that they are doing the same to how many more people. They are taking unemployment money that have been defaulted to them via unemployment and not sending it to the people in need. Ive run out of options and this is my last recourse to get my much-needed money from key bank. Thank you
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Truck was in an accident in XX/XX/2020. XXXX XXXX took 3 months to finally say the car was a total loss. I asked them numerous times if they were in contact with keybank who held the note on the truck. They assured me that they were and my credit would not be affected. I now have missed payments on my credit report and my score has dropped 100 points from over a 700 to barely 600. This issue is still not resolved and is affecting my finances. It is still on my report that account is still active when i have a paper from XXXX saying its a total loss and is being paid off. Neither XXXX or keybank will help me in anyway. My next step is to take legal action
Company Response:
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I applied for a credit card with Key Bank. They sent my a denial letter that started I had recent late payments, bankruptcy or judgement, multiple new open accounts, short credit history. To my knowledge none of this was correct. I pulled my credit report for all 3 agencies and none of these items were found. I contacted the bank and they told me they were looking at my report and could see these things so I needed to file a dispute with the credit agencies. I explained I pulled and printed my report and none of these items down so there was nothing for me to dispute. I asked for more information they refused to provide it. I asked for a copy of the credit report they were looking at they refused to provide it. The Bank Manager said I needed to come in with my printed copies I said absolutely when can I do that he said he didnt have time for this and hung up on my face. I called back and tried to speak with someone else I was told I would get a call back and never did.
Company Response:
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I went into a Key bank branch on XX/XX/2021 to dispute 2 check frauds on my account. I was starting a new business and received two letters that appeared to come from the Ohio Department XXXX XXXX that threatened significant financial repercussions of $ 7,000+ to myself if i did not take immediate action to send the funds for the required documents for my business. After sending the funds and never receiving anything back from the Ohio Department XXXX XXXX, I called the department on XX/XX/2021 to determine what was happening. Their representative informed me that the letter I received was fraud and that I should take immediate action to protect my accounts, which prompted me to go in branch on XX/XX/2021. The representative at the branch told me to open a new account and transfer the funds I remaining into the new account, and they would open disputes on the XXXXwo check amounts. After waiting as the branch representative said it can take up to 30-days I called on XX/XX/2021 into the customer service line to figure out what is happening with the disputes as the Key Bank app shows me that they were cancelled. Speaking with the first representative, they informed me that the case was closed by me on XXXX that information was incorrect as I never authorized the case to be closed. After informing the representative that I did not approve the case to be closed I was transferred to the dispute department for additional research. The disputes representative then confirmed that I had not closed the case but it was Key banks dispute team that closed the case as apparently their fraud department handles check fraud and not them. At that point I had asked what could be done, and was instructed to go into a branch to see if they can open another case. After expressing to the representative that I did not feel comfortable going back into branch as i had already been sick, they informed me they would transfer me to the fraud department and they can assist in opening and processing my case over the phone. That turned out to be a lie, as after almost 10-minutes of waiting the ringing is then followed by a dial-tone and the call is disconnected. Calling back into Key banks customer service, I requested to be transferred back to the fraud department as the previous dispute representative told me I could file through them and did not have to go into branch. After continuously expressing I do not feel comfortable going into branch, as they do not know what they are doing, the representative then informs me of some policy that only fraud can be done at the branch and they will not file a check fraud claim over the phone. No other representative mentioned such policy of check fraud only being able to be processed at the branch. Looking through my disclosures and on Key Banks website the document informs customers to call customer service to dispute check fraud. If check fraud can only be handled at the branch this should be clearly spelled out. This is all very misleading and the customer service has been terrible in trying to get my funds back and the check fraud corrected.
Company Response:
State: OH
Zip: 43016
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: According to this company, after performing a consumer credit inquiry upon my social security number, they determined that I was not qualified to grant them the right to extend me credit. However, according to Federal law, specifically 15 USC 1605 ( a ) ( 3 ), Key Bank is not allowed to take cash as a down payment in a consumer credit transaction, also pursuant to 15 USC 1602 only a natural person can originate a consumer credit transaction, and for them to falsely represent themselves as a creditor is patent fraud. According to 15 USC 1681 ( d ) ( 2 ), and 15 USC 6802 ( a ) ( b ) ( 1 ), any transaction or experiences with me by any person making such a report, and myself as a consumer are not to be disclosed, unless I am given the opportunity before such information is disclosed to opt out, and given the knowledge of how to opt out of such disclosures. I was not given this opportunity. By telling me that I could only qualify to be extended credit after paying {$5000.00} upfront, that is a violation of my RIGHTS under the Truth In Lending Act 15 USC 1605. Pursuant 15 USC 1635 ( a ), it is the obligation of Key Bank to notify me of my Right of Rescission under The Truth In Lending Act. I was not notified of my Right of Rescission.
Company Response:
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Over 4 years ago I booked airline tickets online with XXXX. Around {$2400.00}. A few days later I received a call from my local banker asking if I had booked a second set of tickets because the same amount was just taken out of my account again and overdrafted my account. I told her no and that someone accessed my account without my consent or knowledge. On the bank statement it shows as XXXX XXXX NY, I believe. I have never dealt with XXXX anyone!! We filed a fraud claim. In the meantime, Key Bank " lent '' me the missing money until the investigation was over. The rep, last name XXXX, notified me within a week that there was nothing they could do. I told them I was not satisfied with this outcome as they are suppose to represent and protect their clients. They demand I am the one to do the leg work and call other companies to demanded satisfaction. I have been treated poorly over the years and emails have never been answered. I have received no response to my numerous emails and am constantly shuffled between departments and hung up on. I have demanded a resolution to this situation that THEY have failed to take care of. Instead of doing their job, they have just waved it off and demand I pay back money stolen from me! So I've had money stolen from me and then they want me to pay back the money that was mine to begin with. So I'm being doubley victimized. Please Help!!!!
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I reported to the police department in XXXX Washington that I had unauthorized withdrawals on my account that amounted to as much as {$30000.00}. There are many untrue statements that the XXXX officer made during the police report. Anything they state will need to be evaluated. The withdrawals were taken by using my debit card number and purchasing online, and also making direct deposits From my account into XXXX XXXX XXXX account. When I had open this account On XX/XX/XXXX I deposited {$55000.00}, I also let the manager know that I had reservations about putting my money in a bank because Of on line banking I felt there was a risk. The branch manager was XXXX XXXX, I was not able to use a safety deposit box for cash, also the branch manager gave me an assurance that my money was safe there. The bank manager and myself walked over to a counter where the account was opened and the bank manager and I requested that there be a {$200.00} limit withdrawal In a day. There are also other alerts that KeyBank offers, like a text message to your phone every time there's a purchase. I drew out {$200.00} one day and I tried to draw out more and I was unable to. At that time I knew that if I was going to lose any cash it would only amount to {$200.00} at the most.
Company Response:
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My keybank card, for collecting my unemployment benefits. Was lost around the XXXX of this month. I went to check my benefits and all my money was gone. I call keybank custom service to inform them I lost my card. They informed my that this card has been used in XXXX and XXXX XXXX this person use my card and stole XXXX $ for my account.
Company Response:
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Trouble using the card
Subissue: Problem with a check written from your prepaid card account
Consumer Complaint: Key bank benefit card. My account has been hacked twice someone has been doing wire transfer on the internet and they stole my money it took me almost a week of being on the phone for hours and hours only to have the phone hang up. They kept giving different departments I kept getting different information from each call. Finally I get a new card 2 weeks later, it happened again 2 days later not only did they steal the refund they gave from the it happening before but my current payment as well I had to go through the same thing all over again I was told so many different things I need to do. One phone call I was told my information got leaked on the internet because key bank benefits got hacked and all my personal information is on the internet and the person told me your information has been exposed to the internet I just deleted everything so youre account is fine and told me my new card ( 2nd ) will arrive in 10 to 15 business days. They I got transferred to the disputed department and I told them what was told to she said thats not possible we dont have the ability to do that and told the I was lied too that there is nothing that they can do but keep disputing it. So I went to get a different bank account I tried to log in to what was told to me and it would not accept my mom madden name I called again we went though it and it still would not work I was told it had been reset I tried and would not work so Im stuck with KEYBANK BENEFITS and nothing havent been done about it so every weed I dont know if I will receive my unemployment benefits. I had to purchase identity theft program. All together it was {$1500.00}. Can u please help me. Thank you for your time.
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A