Date Received: 2021-03-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been paying regularly my credit card balance in full for years to my Key Bank credit card. I was a customer of XXXX before they sold their NY state business to XXXX XXXX, which later was acquired or merged with Key Bank. In the last few months they started a practice where they place holds on my payments. For example, I paid this month on XX/XX/XXXX, {$1300.00} and the next day on XX/XX/XXXX, the payment went through my bank account. Key, however, has placed a hold - a transaction to reverse may payment. The same thing happened in XXXX and they didn't release the hold until XX/XX/XXXX, or more than a week after receiving the payment. Such emerging/new practices make planning very difficult, something that Key already specializes in, as it doesn't even let its customers set a payment day in the future. I like scheduling my payments well in advance, and Key is the only account for which I have to remember to do the payment on the XXXX, unless I want to make it early. Despite that, I have never been late with a payment and their practices are unnecessary consumer harassment. Plus, if they hold 1/3 of the balance of an account for more than a week, shouldn't they provide consumers with appropriate disclosure?
Company Response:
State: WI
Zip: 53217
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019, I wired XXXX dollars to a scammer to XXXX XXXX XXXX but I realized it was a scam a few hours later. Called key bank customer service and they said the money is in transit because it was international, it took a day to get there. I was told it had been taking care of, no worry and next time be careful. In reality the customer service did not take action to inform their XXXX XXXX XXXX or any bank departments to coordinate this matter. All they did was froze my domestic KeyBank account and put a note on it, I was told I did not need to do anything. Days gone by, About 2-3 weeks later finally I was told the money was gone when I went to the branch where I wired the money to ask. On the receipt the fund would not be ready to withdrawal before XX/XX/XXXX. 7 days holding period ( please see the attached file 1 ) Key bank was informed the transfer only a few hours ( XXXX starts the wire, before XXXX reported the case ), key bank did not make any effort to protect me as a customer, they claim money is out their door it is not their business so they do not have to do anything. I wrote formal complaint to KeyBank Corp, and tried to contact them many times. their answer was not their problem after the money is out their door 30 minutes.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: In calling in today to Key Bank regarding my student loans services by XXXX XXXX ( last four SSN : XXXX ) after being advised on multiple occasions by both the lender ( Key ) and the services, XXXX XXXX XXXX, that I had available time on my loans for COVID-19 forbearance, I was advised they are unwilling to assist me with anymore time. During this horrific time, during which I am unemployed due to COVID-19 as well as two Natural Disasters in XXXX XXXX ( wildfires from XXXX - XX/XX/2020, and an earthquake in XXXX, respectively ), is remain in dire need of forbearance for these loans, as previously promised by the servicer. My employment was shut down due both to COVID-19 and the described Natural Disasters. This matter remains time urgent, and Key has been very abrupt in their dealings with me and unrelenting in assisting me during this horrific time both financially and medically, as I continue to battle medical issues during this crisis. I require immediate assistance with this matter, to ensure my loans are placed back into a Disaster forbearance as previously advised me. Please urgently contact me to resolve this matter. Thank you kindly in advance, and I look forward to speaking very shortly.
Company Response:
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Received fraudulent card from KeyBank/Illinois Department of Employment Security
Company Response:
State: MA
Zip: 01945
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I requested Key bank to reverse the below transaction that I did not authorize Your Subscription Status Your Plans XXXX XXXX XXXX Your subscription to XXXX XXXX XXXX was renewed on XX/XX/2021. Your credit card listed below was automatically charged XXXX XXXX on XX/XX/2021 for another year of protection. MY BILLING INFORMATION Order Number : XXXX Name : XXXX XXXX XXXX Card Ending In : XXXX Total Amount : XXXX XXXX Product Serial Number : XXXX XXXX Logo Hi XXXX XXXX XXXX, Thank you for ordering from XXXX. At your request, or at the request of the fulfiller and/or the manufacturer, we wanted to let you know that the items listed below have been refunded from your order. You can also find this information in your XXXX account. Your XXXX Team RMA Number : XXXX Amount Refunded : {$100.00} Name : XXXX XXXX XXXX Order Date : XX/XX/2021 The representative XXXX told me she would have to cancel my atm card, I told her NO do not cancel, and I have gone through this procedure before with XXXX and they did not cancel my ATM card, I asked to look over the notes in my file, she refused THUS KB did not reverse this UNAUTHORIZED TRANSACTIONS
Company Response:
State: ID
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My mother died XX/XX/XXXX, and the death certificate was issued 2 weeks later. My sister, who is in XXXX, has been handling settling my mother 's estate. My sister and I are the sole living beneficiaries of a trust fund that was available to my mother during her lifetime. KeyBank, which handled the trust, helped my mother conduct a search for my brother, who had not been heard from in 20 years, in approximately XX/XX/XXXX. KeyBank recommended someone to help my mother and knew that this search found nothing. KeyBank is now claiming that they have no record of this search and/or this search was not done. It is obvious that KeyBank stands to benefit by this denial as they prolong the time that they maintain control of the trust so they can continue to charge fees and churn the account. There are no other complications, claims, or other impediments that prevent the disbursement of the funds from the trust to my sister and myself as stipulated in the original trust document. My mother trusted KeyBank so my sister and I have no independent documentation that this 'due diligence ' was previously done. KeyBank 's behavior is unethical and duplicitous. We want others to know that KeyBank is not an institution that is to be trusted or that will look after the best interests of their customers. We hope this agency can help my sister and myself in an appropriate and expeditious settlement of what should be an unremarkable transfer of funds. Yours, XXXX XXXX
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I HAVE AN ILLINOIS STATE REFUND DUE IN THE AMOUNT OF {$540.00}. I HAD MOVED OUT OF STATE AS OF XX/XX/XXXX AND THE CARD WAS ISSUED ON XX/XX/XXXX AND MY XXXX ILL STATE REFUND WAS SENT TO KEY BANK. I HAVE CONTACTED KEY BANK NOW AT LEAST 7 TIMES BY PHONE AND GIVEN THEM THE INFORMATION THAT THE STATE OF ILL COMPROLLER OFFICE STATED I NEEDED TO GIVE THEM I ALSO HAD MY ADDRESS CHANGED BY THE DEPT OF REV ON XX/XX/XXXX AND THE DOR STATED IT CHANGED IN THE SYSTEM. I HAVE CALLED TWICE A WEEK SINCE THAT DATE AND THEY STILL SAY ITS NOT CHANGED AND TODAY AFTER 6 OTHER PHONE CALLS ARE STATING THAT THE DOR HAS TO VERIFY MY BIRTHDATE ( HAS NEVER ASKED THIS BEFORE ) I HAVE CONTACTED THE ILL DOR AT LEAST 5 TIMES AND THEY STATE THE DONT EVEN GET MY BIRTHDATE ON THE RETURNS AND HAVE NO IDEA WHY THEY ARE ASKING FOR THIS. I BELEIVE THAT KEY BANK IS DOING FRAUDULANT THINGS WITH MY SS CARE AND NOW BIRTHDATE AS WELL AS I HAVE GIVEN THEM MY CURRENT ADDRESS, PREVIOUS ADDRESS, FULL NAME, AMOUNT OF THE REFUND AND EXACT DATE OF PROCESS. KEY BANK WILL NOT PROVIDE ME WITH AN ACTUAL ADDRESS OR EVEN A STATE THEY ARE LOCATED IT.
Company Response:
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-20
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received a credit card in the mail from Key Bank. When I called they told me someone was trying to open an account in my name and had my social security number. This happened on XX/XX/21
Company Response:
State: WV
Zip: 26508
Submitted Via: Web
Date Sent: 2021-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I called the bank only to be notified that they had frozen my account and after 50 minutes on hold they demanded I go to a branch to discuss why. I then received a call as I was driving from a branch in XXXX XXXX ME that they froze my account due to two deposits made at the end of XX/XX/2020 and one the first week of XX/XX/2020 from the State of Maine Unemployment. My husband 's company was furloughed for two weeks due to Covid-19 his claim was not fraudulent. We called the State to confirm as well as received a letter from his employer. The bank wanted nothing to do with it as they as processing their " own '' internal investigation. They first stated Unemployment contacted them which is a lie confirmed by Unemployment as well as the state level. They then stated XXXX XXXX contacted them again confirmed by Unemployment and at State level a lie that is not their process. They do not EVER contact banking institutions. I believe Keybank is conducting fraudulent activities that I demand investigation on. I have ZERO access to any of MY money.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: KeyBank advertised online that they would apply a {$200.00} promotion after a qualifying direct deposit within 60 days of account opening. I specifically followed that advertisement to open an account and satisfied the terms immediately. The bank never applied the promotion. I researched and the terms said it could take up to 90 days to apply to the promotion so I waited patiently. After nearly 90 days, I contacted customer service and they say they have no record of me signing up with the promotion despite me stating I ONLY signed up because I saw the promotion and followed the advertisement and subsequent steps. Now Im told because the promotion is expired ( after I've waited the indicated period of the promotion ) that there is nothing customer service can do.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A