Date Received: 2021-04-11
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I did not open bank account with key bank and someone did and used checks that I did not have
Company Response:
State: WA
Zip: 98292
Submitted Via: Web
Date Sent: 2021-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made an extra payment in XX/XX/2020 towards my principle, {$620.00}, the bank did not apply it that way. My next auto payment withdrawal the bank took a partial payment ( regular pmt minus the {$620.00} ). I went to the bank and I suggested the bank just take the extra {$620.00} that day ( I knew I would lose some interest $ but wanted to get it done ) and apply it to the principle, they agreed to do so. Another payment posted towards the mortgage and still the extra principle pmt did not post, I realized that the bank misapplied the payment towards my auto loan in error. I attempted numerous calls and in person visits to get this fixed, further payment had taken out, complicating this. The " back office '' who I was told attempted to fix and made numerous transactions on my account, to date the {$620.00} was posted 4 times but retracted 6 times. There are now over 20+ different transactions including partial and full payment retractions, the bank also took me off auto withdrawal without my knowledge, I was told I would have to make that pmt in XXXX and they would back date it, I made the payment but it was not back dated. In addition, my payments are now showing partially paid and I received 3 delinquent notices ( which is not at all true, the $ was taken from my account ). My balance is not accurate at all, each payment a small portion is paid to interest so I know where my balance should be, the bank also agreed that their is $ missing and needs to be taken care of ( per my conversation with the branch manager who spoke with the woman who " knows '' what she is doing ). I was advised that the balance was fixed but XXXX comes and the bank only takes a partial payment again. I again called ( now making it dozens total ) I told them they had one week to fix or complaints would be filed, they waited 6 days to get back to me, they claim it was almost fixed and then on the last day, they told me that to get the balance where it should be I'd still have to make $ towards the XXXX pmt, I told the branch manager this was not accurate, none of the amounts are accurate and clearly the payments have never been put toward the principle. I requested a call from the woman in the " back '' 2 more days surpassed she finally called me Fri, XX/XX/XXXX approx XXXX and left me a message, she was avail only until XXXX, I called her back and she was not avail, the woman I spoke w/was told that I work at school and those hours will not work, I was told that she would definitly call me back that day, to date no call backs. My balance is not accurate and is still showing my account is partially paid. I requested that all of the 20+ transactions be taken off of my account and post the payment in order so that it can be accurately done this time. I am also concerned regarding my credit report, if I am getting delinquent notices, they my credit report may be dinged. I should not have to put any more time in getting this resolved, nor should I be limited to the time before XXXX, they made the mistake, then it should be fixed and at a time that is good for me. I have made so many calls and have gotten very little response from the bank, they need to get this resolved.
Company Response:
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Staring in the beginning of XXXX, XXXX I contacted KeyBank, NA informing that I hadn't received a Form 1098 which is needed to show the interest I paid during XXXX for the purposes of filing my tax return with the IRS. I spoke to someone who identified as in the Executive Offices of KeyBank N.A. He said he would mail it to my bill paying service address at XXXX, an address in South Dakota which is where the bill is sent every month. My home address and the home that their mortgage covers is XXXX XXXX XXXX XXXX, XXXX, NY. He also said if I wanted to get a copy quicker I could go to a bank branch but that he would see that it got mailed. I went to a KeyBank branch on XXXX XXXX in XXXX and after about 20 minutes of trying the branch manger said that the system would not allow him access to a Form 1098 on my account so that he couldn't print it.. On XX/XX/XXXX I e-mailed the KeyBank complaint web site ( copy attached ) and said I hadn't received the form. On XX/XX/XXXX my bill paying service received a mailed communication dated XX/XX/XXXX XXXX copy attached ) saying that my request " has been assigned to the appropriate team who is diligently researching this natter and will provide you a response as soon as possible. This is unacceptable to me as this institution is required to issue a Form 1098 by XX/XX/XXXX XXXX
Company Response:
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: So it started on XX/XX/XXXX I was unaware at the time but I was being scammed by what I thought was a loan agency cause I had been looking to take a loan out to utilize my credit and build my score so I can get a XXXX XXXX loan. But around noon something they requested raised res flags so I followed through with the request and immediately Withdrew my funds from my account and called key bank. I said I had reason to believe that my account was compromised I wanted to know how to go about safeguarding and or preventing any breach or further breach. They assured me that everything was fine after 30 minutes of arguing with them because they literally refused to help. Said they could see the ip address and transactions th a t everything was fine even though I'd seen large amounts of money being moved from one account to the other. She said it was me I had just probably made a mistake or forgot. XXXX key bank has refused to look up that recorded call, in sure they know that had they taken me seriously and done their job when I came to them in the beginning none of this would have hsppened ) soi told them if they wouldn't help I'd just go to a branch and figure it out. So it was after closing hours but the time I was anywhere near a branch so the next morning 1st thing I went in and my accounts were all frozen because less than 2 hours after I called for help and was turned away {$6000.00} was mobile deposited into my account one with my name misspelled ( yet still went through ) and another which were both terrible replica social security and stimulus checks. So I reported everything immediately to the ftc and the police and saved pictures of correspondence with the scammers and pictures. And a month later I'm told I can't bank with them anymore, and they shut my businesses account down, my personal, my merchant services and they are holding me responsible for {$1700.00} of the {$6000.00} threatening to report it to ruin my credit. Didn't take my longstanding business relationship into consideration just kicked me out and treated me terribly and were very rude about it. I went to another branch to discuss it and figure out what I'm supposed to do and they said " what are we supposed to do about it? ". I'm going to pay them the XXXX cause I don't want my credit affected cause iv worked so hard to get my score up but I'm going to fight to get paid back every XXXX and then some.
Company Response:
State: WA
Zip: 98116
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have asked to close my Key Bank Checking account twice ; once on about XX/XX/2021 and again on XX/XX/2021. Both times the Key bank representative, via online chat, said the account would be closed within 5 business days. The account has a XXXX balance. The account remains open.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, I received a notice stating that I failed to perform according to the terms of the loss mitigation option provided. I was conditionally approved for a mortgage modification and my loan was to be modified after successfully completing XXXX, XXXX and XXXX payments. When I called to make XXXX payment I had funds sitting in suspense. I was advised that those funds could be applied to XXXX payment and was given the balance to pay. I paid the XXXX payment minus the suspense balance and I paid XXXX and XXXX payment in full. I called Key Bank for 2 months to check the status of the modification and was finally told that I was misinformed by the representative and that XXXX payment should have been paid in full and I would be receiving a letter stating I failed to comply. I requested an appeal on XX/XX/25 and received a written response stating that my appeal was under review. I have yet to get a decision or anything in writing on the appeal. I call Key Bank today, asking for the status of my appeal and I was told there isn't one and my only option was to request another modification.
Company Response:
State: OH
Zip: 43147
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to dispute a late payment reported on my account from key bank for the month of XXXX through XX/XX/XXXX. The reported account I had opened with XXXX bank with my mortgage account in XXXX. Then XXXX Sold their branch to XXXX XXXX bank in XXXX and transferred my mortgage and bank account to XXXX XXXX Bank XXXX XXXX XXXX XXXX NY XXXX. In XXXX, XXXX XXXX XXXX converted to Key Bank and my account was transferred to Key Bank ( XXXX XXXX XXXX, NY ). Then after some time Key Bank branch at XXXX XXXX NY closed and they transfer my mortgage account to XXXX XXXX XXXX bank in XXXX XXXX, NY ). My checking account transferred as showing recorded to XXXX branch. In XX/XX/XXXX, I received a call from KEY BANK that I have dues that is : XXXX USD and I noticed when I pulled out credit history, that they have reported a 4-month XXXX through XX/XX/XXXX late payment. I paid that amount to avoid any late payment then I called key bank to ask what kind of dues they had reported. I had no activity with this account for many years and my balance was XXXX. Then the representative explained to me over the phone that they charged me for returned undelivered mail fees. How can they charge me for undelivered mail when Key bank had NEVER made any agreement with me and I also have no agreement with XXXX or XXXX XXXX WHERE THEY STATED that they would charge me for undelivered mail? That is why the XXXX XXXX bank never charged me fees while I was living out of country from XX/XX/XXXX to XXXX. Please kindly remove any late payment reported from my credit history. I dont have any fault. I never made late payment with any one in my credit history in the past 17 Years. Please kindly review my case and remove late payment report. I will be very thankful to you. SUMMERY : CAN BANK CHARGE ANY FEES WITHOUT ANY AGREEMENT WITH CONSUMER? THIS ACCOUNT NEVER OPEN WITH KEY BANK IT WAS TRANSFERRED FROMY OTHER BANK THAT NEVER CHARGED ME ANY FEES FOR RETURNED MAIL WHILE I WAS OUT OF COUNTRY.WHY KEY BANK CHARGED ME RETURNED MAIL FEES WITHOUT INFORMED AND AGREEMENT?
Company Response:
State: OK
Zip: 73003
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Please remove all fraudulent accounts as I have no know of any of these accounts due to the Equifax data breach/ identity theft. All is being investigated by the FTC. According to FCRA 605B this information must be blocked immediately until the investigation is over.
Company Response:
State: NY
Zip: 13212
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I'm XXXX yrs old and have several credit cards and bank accounts. The lady on the phone for key bank mentioned I could have checks and mailed them to me. After using them when I went to pay my statement it showed {$30.00} for fee 's and shows 3 checks I wrote with a {$10.00} fee for each one. I expressed my shock to the representative over the phone and mentioned that I have other accounts and if I knew about this fee I would never have used it. When I asked for a one time credit because I'd never use them again he said to call my local branch. I called the local branch and they said to call the number on my statement again! XX/XX/21 {$10.00} XX/XX/21 {$10.00} XX/XX/21 {$10.00}
Company Response:
State: OH
Zip: 45251
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I submitted a dispute to Key Bank on a transaction with XXXX XXXX on approximately XX/XX/XXXX After filing the complaint I had a XXXX conversations with Key Bank, the XXXX to make sure nothing else was needed, the second to be told if the merchant doesnt respond by XX/XX/XXXX the temporary credit becomes permanent, the third that I needed to fill out a questionnaire which I did over the phone and the last that my credit was reversed 1st because I didnt fill out the questionnaire and then after that dispute was dismissed I was told I didnt file the claim within the allotted time frame. Key Bank accepted my claim in XXXX, gave me a claim number and proceeded with processing the claim and not once from the date of filing to the date of declining did they mention this. It takes an act of XXXX to get to the executive affairs department. They refuse to give out a number, the disputes department states they can not transfer me there and customer support in most cases puts me on hold for so long trying to figure it out he call becomes disconnected. I spoke to a guy in the executive affairs department by the name of XXXX who said he would listen to the recorded phone calls I had with the dispute department snd if they said it would be permanent by XXXX like I was told the credit would then be given back to me. I invested 2 hours of phone time on XXXX only to be hung up on because they could not wait for XXXX to become available any longer. The phone number I was given to call back is the disputes department that claims they can not transfer me to the executive affairs department.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A