Date Received: 2023-11-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Key Bank said that they can not transfer the money to the correct account, because XXXX has to file a dispute first
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Credit limit changed
Subissue:
Consumer Complaint: I have an open line of credit at Keybank which was opened in XX/XX/XXXX. Keybank blocked by online banking and access to the line of credit in XX/XX/XXXX with no explanation. I have tried to get an explanation from Keybank since with no success. I have been making regular payments on the line of credit by visiting a KeyBank branch. I haven't violated any terms of credit line.
Company Response:
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: attached is a full explanation of the events leading to Key bank closing my account
Company Response:
State: NY
Zip: 12533
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Key bank closed my business checking account for unauthorized use and transactions from my personal accounts and business and written numerous letters x emails about the transaction dispute and requesting total refund balance and account open due protected laws of the consumer
Company Response:
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I picked up a prepaid rental car from XXXX XXXX XXXX on XX/XX/2023, in XXXX, South Carolina. At the time of pick up, I upgraded my car choice and agreed to the increased total amount of {$100.00} and was told that XXXX would put a {$250.00} hold on my debit card. I dropped off the car on XXXX XXXX in XXXX XXXX South Carolina . I was told by the XXXX customer service agent that the {$250.00} hold could remain on the account for 3 business days after dropping off. I was charged the {$100.00} rental fee for my upgrade on XX/XX/2023. I contacted XXXX Billing on XX/XX/2023, to inquire about the {$250.00} still being held. They said it would be released no later than Tuesday, XX/XX/XXXX. I contacted my banking institution and asked if they could remove the hold. The agent said if XXXX called them directly then maybe they could work something out. On Wednesday, XX/XX/2023, I saw that the hold was still in place. I went to my bank ( Key Bank ) and the branch manager filed a dispute and then told me there was nothing else to do unless XXXX calls them directly. I contacted XXXX again and was told by a billing agent that they can not make outgoing calls. I provided him a fax number and am now still waiting for my funds to be released. Today is XX/XX/2023 and XXXX has been holding these funds for 13 days. If Key Bank is capable of releasing the hold then why can't they just release it? This is my money and my banking institution should be protecting me.
Company Response:
State: CO
Zip: 80234
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: - I chose Key Bank as my mortgage lender to close on a house in New Jersey in XXXX of XXXX. I paid them {$550.00} for an appraisal fee, {$590.00} application fee and numerous other miscellaneous charges prior to closing and/or in XX/XX/XXXX. It was discovered at the closing table that the property I was buying had an additional lot and that lot was located in a different town. So now I had to pay additional taxes on top of my township taxes to a completely different town. That is something that should have been discovered prior to the closing table. - Key Bank stated that my escrow payment per month was going to be approximately {$1000.00} ; however it was later determined that my actual payment should have been {$1200.00} ( {$1300.00} if you include the other towns taxes discovered at closing table ). This gross miscalculation was caused by Key Bank using the estimated taxes from the house that I was moving from and not using the estimated taxes for the house that I moving too. This was admitted in writing by Key Bank and completely dismissed by multiple representatives when I tried to bring up the situation on the phone. So Key Banks estimation of my taxes was so far off that it caused me to have a {$4700.00} shortage as of XX/XX/XXXX and I had only lived in the house for a year. The estimated taxes that Key Bank calculated would not have even satisfied XXXX taxes ( XXXX years prior to me ) in my new house. So my mortgage payment as a whole went up over {$740.00} per month and again this was all within a one year span. To sum it up, I was already going to be short on my yearly taxes {$260.00} each month from my very first payment in XXXX of XXXX. - Through all the hours/days/weeks on the phone with Key Bank, all the emails back forth with the escrow department, I found out that Key Bank did not pay my 4th quarter taxes in XXXX. I had a tax lien put against me and it went out for tax sale. I was never notified of any such thing until I discovered it in XXXX of XXXX by calling my XXXX XXXX XXXX. I had a tax lien put against me because Key Bank failed to pay my XXXX quarter taxes in XXXX and they never even had the decently to contact me about it. Therefore, they pulled tax payments XXXX of XXXX, XXXX of XXXX and XXXX of XXXX which depleted my escrow account ( one of them being to satisfy the taxes for the lien ). On top of that, I had to spend hours on the phone to determine if I was assessed any fees, penalties, damage to my credit, etc because I had a tax lien put against me and was never notified. I was told by Key Bank that they incurred the cost of all the fees/penalties ; however, after everything that has happened to me recently with them, I take that with a grain of salt. - I have contacted Key Bank no less than 30 times since I received my XX/XX/XXXX statement which showed the significant increase in my mortgage payment. Just to reiterate, I bought my house in XX/XX/XXXX and I did not find out any of this until I received my XX/XX/XXXX statement. Key Bank has taken no accountability for their actions, I have been dragged through the mud on the phone with them, talking to the escrow department, escalation teams, their corporate office and I havent been compensated one cent for this debacle. I paid them thousands of dollars for their due diligence prior to closing, at closing and since closing. I feel that if you pay a company for a service and they do not perform that service properly, you should be reimbursed or compensated for their egregious errors and negligence.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023 I tried to log into my online savings account ending in XXXX with Laurel Road Bank and discovered that my account was locked. When I called to find out why I was told because of suspicious activity. I asked what and they told me they didn't have that informaton at the time. It took a few days, but finally they responded that there had been attempts to access the account from multiple locations that weren't our home and that there also were deposits that came from unknown sources. I explained that I was on vacation in different locations in XXXX when the log in attempts were made. We eventually determined that the so called unknown sources for the deposits were in fact made from my home computer by my husband from the same bank that was used to transfer the funds to originally set up the account. We were asked to submit proof of all of this and completed this task by around XX/XX/XXXX or XXXX. Laurel Road acknowledged that they had all the information needed for thier fraud department and I was told the account should be released in a few days. We now have been told that the account should be unlocked in a few days XXXX or more times and still our money is being held XXXX. They have approximately {$23000.00} of our money and we can't pay our bills until the money is released. They don't seem to know why the process is taking so long since they have everything they need to clear our account, it just isn't happening. In addition to all of our issues, we keep receiving promises that people will call us back and that never happens.
Company Response:
State: IL
Zip: 60491
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23 I funded the account with $ XXXX from XXXXXXXX XXXX Soon after that, I learned that I can have a balance of $ XXXX per account due to beneficiaries. I transferred $ XXXX to XXXX. And then a second $ XXXX. Those went through. An attempt to do the next one, my account was blocked. That was about XXXX. Account remains blocked despite many calls to explain the transfers were made by me and nothing suspicious is going on. I since received the letter penned by Key Bank with their phone number. A call to that number gets you being told that you need to talk to XXXX XXXX I am greatly concerned about my money as a XXXX search shows MANY people in this exact situation. Open account, then a week or so later, blocked from account. I am unable to even get into my account to gain account numbers and exact dates. The dates above are from the transfers in to XXXX.
Company Response:
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I went to key bank on XXXX XXXX XXXX XXXX in XXXX I was greeted by a teller name XXXX XXXX who told me I can not deposit this check in my account its a XXXXXXXX XXXX XXXX check address to me and the auto body shop which the auto body shop signed and stamped the check and endorsed it to me so she threaten me talking about she will call FDIC I told her go ahead its a legit check. So I left the bank and went to another branch XXXX XXXX and XXXX XXXX away and deposit the check with no problem on XXXX XXXX half of the check cleared i went back down to the XXXX XXXX branch and tryed to with draw the fund and I was greeted with the same lady XXXX who told me I can not take the money out my account I so then proceeded to call customer service who told me the funds are available for me to withdraw I told her the lady at the branch does not want to give me my funds so I went to another branch once again in new XXXX who gave me the funds with no problem and told me the remaining of the check will not clear til XX/XX/XXXX I said okay. I proceeded a payment to my XXXX XXXXXXXX XXXX XXXX with my money that I had left in my account that was available which was XXXX after my withdraw of XXXX. The money was taken out my account on XX/XX/XXXX some how the teller XXXX cancel my XXXX XXXX payment the money was put bank into my bank account and she flagged my account and its restricted. Now I contacted XXXX XXXX and told them that my account is restricted with the fund in it to pay the auto body shop XXXX XXXX claims her name is XXXX was on the line with me when we called the bank together they told her they dont want to hear what she has to say and hung up on us so XXXX XXXX agent forward me documents supporting the check so I can take to the bank I went to the bank on XXXX XXXX a notarized affidavit that the bank has gave me with all the documents that verify the check from XXXX XXXX that agent XXXX gave me. My account is still restricted and they dont want to give me my funds which are available now and saying it under investigation what are u investigating when XXXX XXXX submitted proof of the check and its showing cashed on XXXX XXXX end and hall are hood the fund in my restricted account.the form I showed her is not irises when I returned it back to the bank
Company Response:
State: NY
Zip: 10029
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Please refer all my complaints about Keybank. I have a checking and savings bank account with Laurel road bank. It's Keybank. I have my salary direct deposit in this account. Since XXXX XX/XX/2023 I am not able to access this account. Whenever i tried to login I am getting this message : This is the message I am getting Your Online Banking account is restricted. To verify your identity and gain access, please call us at XXXXXXXX XXXX XXXX XXXXXXXX. that i need to call the bank. As per the message, I was told to call the bank which i did on XXXX XX/XX/2023 and was on the phone for around XXXX minutes. Reasons provided : 1. One of the check was returned back. 2. There was a direct deposit from my husband into this account. I provided my clarification and they said that they will add my spouse as a joint owner for checking account and will unblock my account to access it and do any transactions. But even after 4 weeks - my access is not working. It's my salary account and all my savings are there. Laurel road bank is strictly an online bank so I can not go to some branch to do these transactions. During 3rd week of XX/XX/2023, I got one letter from Keybank that they are closing my account and going to negatively impact my credit profile. Please see the attached letters. Not only this unfair and unreasonable bank held my money for weeks but now closing my account. I have no idea whether my employer paid me accurately or not? It's almost 4 weeks- neither I can access my account nor keybank is closing my account and send my balance to me by check. My online access is not working and it has been complained in the past. It seems in this bank - nobody talks to anybody and nobody is aware what's going on. Left hand doesn't know what right hand is doing? Since last two days ( XXXX XX/XX/2023 and XXXX XX/XX/2023 ) -I have reached out to Laurel Road XXXX Keybank XXXX I am told that my account is restrictive. Well for how long? Either Laurel road - make my online access enabled OR close my account ( by sending all the amount by check to my address ). I got another email that Laurel Road - Keybank is sending me a debit card. During these two days - I talked to XXXX and XXXX. During my festival days ( Hindu festival ) - I am stuck with useless bank which is not letting me access my account. I don't want any follow-up. Laurel Road - Keybank just close my account and send me all the money via check. Also send me all the statement so that I can check that I got my cash back as well as interest. I don't want to deal with Laurel Road XXXX Keybank any more in my life. I have two bank account with Laurel Road - Keybank. Checking ending in XXXX and saving ending in XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A