Date Received: 2021-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I would like to address this matter, I would also like to bring to your attention that this is my second attempt to have this looked at. I have an account with Keybank account # XXXX the reason for writing is in regards to a late reported in XX/XX/2020. I was unable to make the payment due to covid. As soon as I was able to I got the account caught up.
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Keybank is withholding my funds ( {$3000.00} ) without cause for 2 months now. Im spending near 20 hours a week on the phone with both keybank and the dept of labor and would like to file a complaint against them both. DOL has informed me they have been emailing them nonstop since Thursday, Ive submitted all identification and proof address that they have requested and told me theyre working on it, 3 more days for the last 2 months. I dont have a XXXX to my name but I can see {$3000.00} on a card the status of which is DEPOSIT ONLY ( you know just to add insult to injury ). Keybank informed me they havent received any contact from them at all as of yet. I have names and employee Id numbers for these rude people as well some of which are VERY rude. It is impossible to get them on the phone and when you do theyre resentful and want to express disdain for your suffering. My cat just died I have to pay the vet XXXX $ for the cremation. I do not have a dime. Only {$3000.00} thats being withheld from me without cause and I would imagine unlawfully. These people are lying to me, they keep me on the phone all day and then hang up on me after being on hold for hours without talking to anyone. I WANT TO FILE A COMPLAINT AGAINST BOTH PARTIES AND IM TAKING TO SOCIAL MEDIA TO PUT THIS ON BLAST TO ANYONE THAT WILL HEAR IT RIGHT NOW
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021 I was trying to obtain a quote from XXXX. In order to continue and receive a quote I was required to enter my card information. However, XXXX/XXXX, upon my card information being entered, immediately charged my KeyBank checking for {$390.00}. I then called XXXX to resolve the mistake they had made. However XXXX/XXXX told me they would not refund any of my money and to contact my financial institution. I then called my financial institution, KeyBank, and informed them of what happened. KeyBank opened a dispute, and mailed out paperwork for me to complete on XX/XX/2021. I did not receive that paperwork until XX/XX/2021. I completed the paperwork and mailed it out certified on XX/XX/2021 and also took the paperwork to a KeyBank branch to have it put in the system that way as well. While I was in the midst of doing all this KeyBank closed my dispute saying that the transaction was authorized, when indeed it was not. I called KeyBank to let them know when I received the paperwork and the representative, XXXX XXXX, on the phone even said that the mail is severely delayed. But that the dispute was closed and that there is nothing more that KeyBank will do, and that I am just suppose to be ok with losing {$390.00}.
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, I contacted KeyBank regarding fees on my checking account that caused my account to go negative and thus causing an overdraft fee. In an effort to just move on from Key, I took care of the negative balances and fees and closed both checking accounts and my Key credit card. The credit card was showing closed online a few hours later. I thought all was well until XX/XX/XXXX when I logged into my accounts to make sure everything was properly closed. At that time, I noticed that my card was no longer showing closed and there was a {$.00} charge on my credit card. On that same day, I received a letter in the mail from Key stating that the account had been closed.
Company Response:
State: IN
Zip: 46222
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XX/XX/2021 someone changed the PIN to my Key Bank card and proceeded to take {$500.00} from my account from XXXX amounting to {$2000.00}. I didnt check the balance on my account until XX/XX/XXXX. When I attempted to log into my mobile banking account I kept getting a prompts stating one or more field objects are incorrect, if you continue to have problems call number on back of card I call the number and the automated service tells me My balance is {$45.00} which was incorrect because I had over {$2000.00} in there. I immediately panic and ask to speak to a representative. The first representative I spoke with was very helpful. She looked through the account and informed me that the PIN was changed on XX/XX/XXXX and then {$500.00} was taken out over the next few days. She misinformed me that it was an ATM withdrawal which I explained was impossible because I was in possession of the card. She explained that they can make dummy cards. She proceeds to try and file my claim for fraudulent charges and she tells me she can not put it through because its saying that my identity can not be verified. She tells me to call back 24 hours later. Later on that night around XXXX XXXX my husband finds another number to call. I call and I speak to another woman who tells me the same thing about the PIN and the charges and then informs me that it isnt an ATM withdrawal but an ACH transfer. I ask her if they can see what account it was deposited into and she informs me that she can not see it but that these theft rings are usually high tech and use a ghost account. She proceeds to try and push through my claim and again the system can not verify my identity. She tells me to call back in the morning. After a grueling 2 hour wait time, I speak to another representative I explain to her the whole story again because neither customer service representative took notes like they promised they would. Again she tries to put in my claim but the system can not verify my identity. She tries multiple times but it can not be identified. She tells me I need to email specific documents to verify my identity and to call back in 3 business days to see if they were able to verify my identity. I sent over my government issued ID along with proof of address as well as a letter from the FTC after filing with them. I also notified the credit agencies because I had a sneaking suspicion that this was a case of identity theft. I also contacted my local police department which were of no help to me. After 3 days I call back the bank and they inform me that my identity was now verified and that they would send me a letter in the mail either approving or denying me. I explain to the customer service representative that there is no way they could deny me because the charges are fraudulent and it is my unemployment money that I rely on to live. She proceeds to tell me that there are so many incidents of this unemployment fraud during covid. I was also informed that there was a possible data breach through XXXX which I use to do my banking. She also informed me that if I didnt hear back by XX/XX/21 to call them. I just received a letter in the mail from the bank which states that they supposedly conducted a thorough investigation and have concluded the investigation. They state that they determined that no error occurred and that they specifically denied the claim because, I, the cardholder authorized the transaction. I did not authorize this transaction. I wasnt even aware that my PIN was changed because I was never notified by the bank. If they actually conducted a thorough investigation they would see that I did not authorize this claim. Whomever is responsible for this changed my PIN and made it difficult for the actual bank to verify my identity which was the first inclination of foul play. The bank didnt even offer me the option of an appeal. I can not believe for the life of me that I was a victim of not only monetary theft but identity theft as well. I am beside myself that I am out of {$2000.00} that belonged to me. This is my unemployment money. I believe that there was no thorough investigation handled. This is unfair to me and my family. I feel so violated and sick over this. Key bank has handled this in a very unprofessional manner. This bank should be more secure considering this is the preferred bank for unemployment benefits. I am hoping that you can help me recoup my money. This is not some trivial amount of money. This is {$2000.00} and grand larceny.
Company Response:
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On or around XX/XX/2021, I opened an account with KeyBank and placed a {$10.00} deposit via another debit card. On XX/XX/2021, I arrived to the branch and deposited {$160.00} in cash. However, the transaction took an unusual amount of time but the branch staff member at XXXX XXXX XXXX, XXXX, ME XXXX ( phone number XXXX ) informed me that I simply needed to furnish my " car insurance '' information, which I did immediately. She informed me that my account would be unlocked shortly after. However, via email I was informed that I would need to provide some forms of documentation, including a lease agreement ( it is a month to month via verbal contract so no lease ), and renters/homeowners insurance. I provided my renters insurance policy in full on XX/XX/2021, which shows my entire address. The entire statement via email was the following : " XXXX can also accept a signed lease, a land-based utility bill showing a service address, mortgage statement, or homeowner/rental insurance declaration page. '' This was sent at XXXX XXXX on XX/XX/2021 from XXXX. However, upon sending the rental insurance declaration page, I was advised " You would need to supply a document that shows the address you provided when you opened the account. Possibly have your state ID/Drivers license updated with your current address. Another option - can you get a full/current utility bill and a signed note stating you are living at that address from the person you are renting from? '' aka they aren't accepting the renters insurance policy. I believe that I am a victim of a scam to the tune of {$160.00} and they are finding reasons to not reopen my account at this point.
Company Response:
State: ME
Zip: 04401
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Regarding Keybank credit card account number XXXX I entered into an agreement thru XXXX XXXX XXXX on XX/XX/2020 wherein Keybank agreed to accept monthly payments of XXXX. However, they continue to report as delinquent 30, 60, 90 days. Neither Keybank or XXXX when I dispute will agree to change the status even though I am making the monthly payments as agreed.
Company Response:
State: NY
Zip: 133XX
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2021 I noticed a charge from XXXX for {$21.00} that I did not make. I immediately disputed the charge and had them close the card and issue a new one. I tried reaching out the restaurant that the charge was made at but the restaurants phone number was disconnected. Keybank has the account flagged for having a dispute but no provisional credit has been issued and the transaction is still pending resolve over 2 weeks later.
Company Response:
State: NY
Zip: 12180
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XX/XX/XXXX, I walked to the Key bank branch located at XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX, I asked the employee at the bank to send me the convenient checks from my master credit card to me, I specified that I could like the free interest for a curtain time and 3 % fee upfront ones. I did receive few packs checks from Key bank ; they even printed the " 0 % interest '' on the envelop of at least two of the packs. I cashed the check around XXXX. I noticed there were interests charged beside the 3 % fee to the account after I received the credit card statement posted online in late XXXX, so I went to the same branch. The branch manager suggested I pay the card for the amount indicated on XXXX statement, and he didn't know how much the interests the credit card charged me, he could want to wait the XXXX statement to figure them out, so he scheduled an appointment with me to talk to him again on XX/XX/XXXX. So, I paid {$380.00} as shown on the statement. I met the manager on XXXX, he checked the second statement. His suggestion was to use other checks the bank send to me to pay the first check I wrote, and to get another loan from bank. In total I will pay bank 6 % upfront fee and the high interests bank already charged me, I didn't ask anything like that. So, as of today, I managed to pay all the money I got from bank, I paid {$380.00} in XXXX, I paid rest by check, wire transfer, cash, total {$23000.00}. Together all the money from back, {$24000.00}, was returned back to bank as of XX/XX/XXXX. The fee {$720.00}, the interests bank charged me in XXXX and XXXX, XXXX, {$130.00}, {$5.00}, {$290.00}, {$14.00}, total, {$1100.00}, I will not pay any of those. The bank sends wrong products not as they advised to me, and I never asked the product, so I just returned the wrong product back to them. And I will not pay any interests or fees in the future on this matter.
Company Response:
State: UT
Zip: 84109
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My bank account opened with Key Bank in XXXX, OR had initially been opened with the option for overdraft protection being denied. This meaning that we did not want our account to be able to be overdrafted as to not incur extra fees. Meaning if we did not have the money to pay for something we did not want the transaction to be approved. This was all in an attempt to save money by not spending so much in extra fees. This tactic was seemingly working quite well until, one day our account balance was low and there was a charge attemped on the account. This charge should not have been allowed because we specifically stated we didn't want that to happen and we opted out of that option, yet the charge was still allowed. We were overdrafted by {$0.00} by that charge and subsequently charged {$38.00} for an overdraft charge. It would be one thing if this were the only charge like that but, it wasn't. Over the next several weeks Key Bank allowed our account to be overdrafter continuously to the point where we now have a negetive balance around $ XXXX. They continuously let charges through after we were so far negetive in the account and on every charge they tacked on an overdraft fee of {$38.00}. We attemtped to resolve this issue with Key bank but, have only been told that we don't have overdraft protection. We have been told that because these charges were automatic payments set up on recuring basis that they are allowed to be charged and taken from the account even with a negative balance. I may not be in my XXXX 's but I wasn't born yesterday. I have had several bank accounts with several banks and not a single one of them has ever let anything like this happen, even if they allowed overdrafts to occur. Not only is this tactic unethicle and immoral, this is a form of class XXXX which is against every state and federal law that also currently governs other forms of XXXX. Here is why this is illigal and should be acted upon immediately and corrected to the point where this practice is abolished. When I called Key bank to see how I could stop these charges I was told that they can not be stopped unless the account is closed. When I asked to close the account I was told I could not do so while my account has a negative balance. Key bank clearly can see I can not pay these charges because they can see everytihng inside my bank account. So not allowing me to stop charges at all and not allowing me to close the account because I couldn't afford to is against federal XXXX laws. They stood to gain from my situation in an unfair way. Moreover, I know they use funds deposited into their bank to make sizable high risk investments on XXXX XXXX as to turn a quick profit and essentially obtain a loan from me with no interest paid to me, the lender. It is only in their best interest NOT mine that they would allow these charges to continue and continue to charge extra overdraft charges as to inflate their bottom line. Making it easier to invest more money in these high risk investments. My negative account looks as though it is money that they are owed or that they have. When in reality it is neither. By using my financial situation against me to their advantage they are not acting in good faith and thus violating FDIC standards for financial institutions. I have attempted to reason with Key bank as to have some of these fees adjusted or waived and I have completely lost hope after repeatedly being told it was not something that could be done. Key bank has finally closed this account, bringing an end to the charges but, now we are stuck with a bill to them that is over {$2000.00}. Take a minute to let that sink in ... an overdraft of {$0.00} turned in to a bill of over {$2000.00} now having to be paid to the very people that were in control of whether those charges were even allowed to happen in the first place. If this is not XXXX XXXXt its finest I don't know what is. I call for a formal and immediate investigation of this bank and subsequent banks that participate in the same tactics. I will be filling motions with the SEC and FDIC regarding this exact tactic. I expect the CFPB, as a consumer protection advocate, to immediately act upon this complaint. I look forward to your response and action on this serious matter.
Company Response:
State: OR
Zip: 97305
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A