Date Received: 2021-02-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I received a promotion to open an account at Key Bank. I opened the account and I was told that if I used the debit card monthly or received ACH deposits the account would be free. I never received my debit card and could not use it to waive the monthly fee. But I did get monthly ACH deposits but was charged a $ XXXX monthly fee three times, once in XX/XX/2020, XX/XX/2020 and XX/XX/2020. The monthly fee charges stopped in XX/XX/2020. I have contacted Key Bank and they said they will send another debit card. They have not reversed the three $ XXXX monthly fees.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Have car loan with Key Bank due date is XXXX of month began getting calls on XXXX received 2 calls advise them payment will be made on line on XXXX i have a 10 days grace on XXXX i received 3 more calls again told her payment will be made on XXXX on website. on XXXX received another call was told nothing notated on account. Called Key Bank was transferred to collections department was again told no notes on account informed her i just spoke with someone at XXXX XXXX and told her payment will be made on XXXX. She said she would note account so calls would stop Ask why i'm getting so many calls she didnt know why
Company Response:
State: OH
Zip: 43207
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened a/c XXXX/XXXX/20. On XX/XX//20, completed payroll direct deposit reqt. of XXXX {$500.00} within 60 days to qualify for {$200.00} bonus. Bonus should have been awarded 90 days later ( XXXX/XXXX/20 ). I've called twice & both times was told yes, bonus would be credited with 2-3 business days but have yet to receive it. Bonus code was XXXX.
Company Response:
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have three transfers initiated from my key2benefits card that I never received. One on XX/XX/XXXX for {$200.00}, one on XX/XX/XXXX for {$470.00} and one on XX/XX/XXXX for {$500.00}. After the first wasnt received a filed a fraud complaint ( which was what I was instructed to do ) and they rejected it stating the funds had been delivered. My receiving bank has zero record of these 3 transactions. I have since followed up and been put on hold for very long periods of time just to get told they cant help me and dont have any way to track the money.
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am a clerk for USPS and I have been off work all year due to Covid 19. I was due to receive unemployment benefits for the entire year. Key Bank was to mail out the card by XXXX XXXX,2021. The card hadn't arrived and when I called to inquire about it, they told me that XXXX was spent from the card. I put in a dispute on XX/XX/2021. Yesterday, they sent me correspondence saying thee investigation was closed and i am responsible. I never received dispute papers and when I try to call I am on hold for two hours only to be hung up on when someone gets on the line.
Company Response:
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I have been working on behalf of a struggling homeowner to attempt to facilitate a short sale on his home so as to pay off the bank and to avoid a foreclosure on his credit report. The loan in question is the 2nd mortgage with KeyBank. We have been at this process for the past 9 months with absolutely no response or resolutions. I am a professional who has completed around XXXX short sales and I am well skilled and knowledgeable in this field. This has to be the most disastrous experience I have ever had working a short sale. There are no phone calls back to me when I call to get a status update. each time I call I'm told someone in the Mortgage department would call me back in 30 minutes, 1 hour, and other times, etc. I have yet to receive a callback and when I call to complain I'm being told that there is no one in the department to he ; p me. I did call your corporate office and filed a verbal complaint with XXXX. As the saying goes the apple doesn't fall too far from the tree. XXXX is just as unreliable and refuses to call me back. She states that she will reach out to the department to advise them to call me. I have yet to receive a callback, I'm requesting your assistance as I have exhausted all means possible and my client ( homeowner ) is terrified that the bank will auction off the home without giving them the opportunity to settle the matter in a mutually beneficial way. I understand that we are in very unprecedented times and staff is low. I have taken this into consideration with the bank as I have done with all my other banks I deal with. Unfortunately, this has gone beyond any type of courtesy that can be given The name of the person in charge of this file is XXXX XXXX He does not return calls as promised and his colleagues apparently want to defend him. Please have this bank investigated and some form of punishment is needed to deter this behavior. I can only imagine the number of homeowners who do not have an advocate like myself who have given up and lost their home I have initiated a complaint also with the New York state banking committee I will await to hear from someone My contact info is asl follow XXXX XXXX XXXX XXXX I have a long list of times and dates and some recorded calls to provide as evidence
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I called my KeyBank unemployment benefits bank card ( XXXX ) on XXXX at XXXX to get access to my account online because my password wasnt working and my account was locked. In addition, my PIN number was changed. The customer service representative unlocked my account and I was able to log in and view my balance/activity. I asked the representative about a suspicious charge of {$500.00} in my account and she expressed that the {$500.00} were transferred to a checking account via web on XXXX at XXXX. I never authorized this transfer and she stated that someone must have access to my personal information such as my social security number or card number. I dont know who can have personal information to access my card at this moment. I closed my card and requested a new card to be sent. I was trying to resolve this issue with the Fraud dept at XXXX, but the representative, XXXX, stated that I was in the wrong dept. XXXX stated that he didnt have access to this activity. He then advised me to call back and speak to a customer service representative. I was never dispatched, I called again and spoke to XXXX, customer service, which she then dispatched my call to the dispute dept for further information. After a 2 hours on hold, my call was ended by XXXX bank. I did not authorize {$500.00} to be transferred from my account to any checking account and I would like my money back. The representatives that were alerted did not help. Help me please!
Company Response:
State: NY
Zip: 10457
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: This complaint is against KEY Bank and is the second time I had to file complaint regarding this particular Loan. I previously filed a complaint with the CFPB about loan in XXXX of XXXX ( copy of the XXXX complaint is attached at the bottom of this new complaint ). Please Note that KEY Bank has changed the act # since then but it tis the same loan. In XXXX of XXXX, I decided to payoff my outstanding loan with Key Bank mainly because of a written notice I recd from KEY BANK during the summer of XXXX indicating that they had made an error and was not charging me interest on a portion of this loan. Given my the history I have with Key Bank and and all of their errors in the last 4 years, I decided I could not trust anything KEY Bank was saying especially since they were admitting they made another error. I had a payoff figure ( see attached ) from KEY Bank and I sent a wire payoff to KEY Bank on XX/XX/XXXX which was in excess of their payoff figure. And this is where all of my current problems started. - The wire payoff was recd by KEY bank on XX/XX/XXXX and not immediately applied to my loan. After calling daily for 3 weeks to Key Bank, the wire was still not being applied or even acknowledged by KEY Bank. - The wire was finally applied on XX/XX/XXXX which is extremely late since a wire is recd on the same day it was sent. My KEY Bank statement online for XX/XX/XXXX showed there were several lines of transaction/fee/figures that nobody at KEY can tell me what they are for. Also at this time KEY 's website showed that my had Payment Due of ( negative - {$100.00} ) and available credit of {$0.00}. I assumed the negative {$100.00} was owed back to me due to the overpayment and the available credit of {$0.00} was because the loan was paid off. -Between XX/XX/XXXX and XX/XX/XXXX, I called Key Bank to get the {$100.00} returned to me and they told me it could take 10 business days. After 10 Business days, I elevated to a Supervisor by the name of XXXX who told me I had to now send a letter indicating that I wanted to close the loan in order to get the {$100.00} returned to me. This was never mentioned to me by any of the KEY bank representatives that spoke with previously. - On XX/XX/XXXX I went the KEY Bank Branch at XXXX XXXX XXXX XXXX, XXXX, PA XXXX and I requested to speak with a manager. I was told that I could not speak with manager and the teller behind the window said she could help me close the loan and get the {$100.00} returned to me. She had me sign a letter that she printed off. - On XX/XX/XXXX, My Key Bank website showed that my Loan had available credit of {$84000.00}. So I called KEY bank immediately and said that if I have {$84000.00} in credit available I do not want to close out the loan. I told them that their website had shown I had {$0.00} credit available that I was instructed by XXXX and the teller at XXXX XXXX XXXX XXXX, XXXX, PA XXXX that it was necessary for me to close out the loan in order for me to get the {$100.00} returned to me. I asked them to not close out the loan because I was given bad information by Supervisor XXXX and the teller at XXXX XXXX XXXX XXXX, XXXX, PA XXXX. I was told repeatedly they could not reverse my request to close out the loan! This was not fair because I was provided wrong info by KEY Bank! - Later that same day I recd call from the Supervisor XXXX and he told me that since I was closing out the loan that Key would charging me a {$75.00} closing fee and it would be coming out of my {$100.00}. He told if I had not signed the letter tho close the loan I would not been charged the {$75.00} closing fee. This is all ridiculous because XXXX is the one who told me it was necessary to close the loan in order to get me {$100.00} refund to me. -I have asked repeatedly to XXXX and another Superior XXXX ( ID # XXXX ) at Key bank to provide detail explanation of all of the line of history/fees that were applied to this loan on XX/XX/XXXX and again on XX/XX/XXXX and they failed to provide anything to me. ( Attached below is the COMPLAINT I FILED for the SAME LOAN in XXXX & FILED W CFPB and ultimately ruled in my favor. ) XX/XX/XXXX Key Bank XXXX XXXX XXXX XXXX, OH XXXX Re : XXXX XXXX XXXX acct # XXXX I am writing a complaint letter as to how the above account has been handled for the last year and the lack of response to my inquiries from Key Bank and XXXX XXXX XXXX. I filed for Chapter XXXX in XXXX of XXXX and I was discharged in XXXX of XXXX and the above referenced loan has a variable rate of interest. In XXXX of XXXX, my payment decreased from approx. {$600.00} per month to {$380.00}. This was Not a result of the variable interest as rates did not decrease during this time. Interest Rates actually increased during this period. This deceased payment occurred again in XXXX of XXXX. In XXXX of XXXX, I went to my local Key Bank branch in XXXX, PA and I met with Branch Manager XXXX XXXX. I asked XXXX why payment had decreased for 2 months in a row. He did not know why. He said he would research this and get back to me. Later that same day XXXX called me and told me the decreased payment was a result of my bankruptcy filing. XXXX explained to me that I was eligible for a reduced rate due to my bankruptcy. I was told this would continue as long as I had the loan. I accepted this explanation and the payment varied around the {$380.00} mark for all of XXXX until this current month of XX/XX/XXXX. For XXXX XXXX payment, it increased from approximately {$380.00} per month to {$540.00}. I immediately thought this was a mistake. So on XX/XX/XXXX, I went back to the Key Bank in XXXX, Pa and met again with XXXX XXXX. XXXX said he had no recollection of our conversation from XXXX of XXXX. He told me he could not research this issue any further and I had to call Key Banks Bankruptcy Department because he is not allowed to speak with me due to the Bankruptcy status on my account. The Funny thing is, I was under the same Bankruptcy status in XXXX of XXXX, when I met with XXXX previously & XXXX had no problem speaking with me and doing research for me then. Why is that? I trusted and relied on the information that XXXX provided to me in XX/XX/XXXX and now all of a sudden XXXX cant speak with me. One thing, XXXX was able to tell me on XX/XX/XXXX, was that my paper statements were turned off. My bankruptcy attny says that Key bank should not shut off my paper statements without notifying me and should have turned them back on when my bankruptcy was discharged in XXXX of XXXX. On this same day, XX/XX/XXXX, I called Key bank and they conference me in with the Attorney firm of XXXX XXXX XXXX. I spoke with a XXXX. I explained all of the changes to my loan in the last year and she told me she would have to research the issue and it would take a few days. I called back again and spoke with XXXX on XX/XX/XXXX. XXXX said Key bank response was that my payment changed because of the variable rate. Not only is this not correct, but anyone who is remotely educated could see these wild payment changes are not due to the variable interest! Whoever researched this issue from Key Bank could not have spent any less time looking into this issue and obviously could not have cared any less. As of the time I write this letter, nobody from of XXXX XXXX XXXX has responded any of my questions. I demand a written response by XX/XX/XXXX to the following questions : How can Key Bank & XXXX XXXX not keep records of our conversation /meeting that we had in XXXX of XXXX? How can Key bank not keep records of meetings with their customers? This is a regulatory violation! I was given specific information by the branch manger and if that is not correct then Key bank is liable for this. How can Key bank make any changes to my Home Equity Loan account without notifying, me, account owner of the change? This was done twice, once in XX/XX/XXXX & XX/XX/XXXX. This is another regulatory violation. My bankruptcy attorney says that Key bank should not shut off my paper statements without notifying me and even if they did, Key bank should have turned them back on when my bankruptcy was discharged in XXXX of XXXX. All of this, does not excuse Key bank from making changes to my account without notifying me first. I view this as another regulatory violation. Why did this occur? I require a detailed explanation as to what specifically caused my payment to decrease in XXXX of XXXX and what specially caused the payment to increase in XXXX of XXXX. During the time frame of XX/XX/XXXX to XX/XX/XXXX, I need to know how theses unauthorized changes effected my specific loan. A ) Was there any missed payments of principal on this loan? B ) Was interest being added to my loan balance without my authorization? C ) Was the terms or length of this loan extended or changed in any way? I would like all of these issues addressed in a formal and timely written response by XX/XX/XXXX. Sincerely, XXXX XXXX
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Complaint : Key Bank issued a credit card in my name and did not send statements, emails or any other correspondence regarding the account. This triggered late payments and destroyed my FICO score. Problem : I filed a dispute with the credit card company but it was rejected. Company : Key Bank Companies involved : Key Bank, MasterCard What happened : In XX/XX/XXXX, my wife and I purchased a house to fix up and rent out. To make accounting easier, she handed me a credit card that was recently sent from Key Bank to use for all expenses related to the future rental property. I used it a little but then one day it was declined. I talked to my wife and she checked all our accounts to make sure everything was up to date. She found everything was current so but she called the XXXX XXXX XXXX to verify. She was told that everything was current. That meant the POS system where we were shopping was declining the credit request. A couple weeks later, I tried to use that card again and it was declined.My wife then called Key Bank and asked about out accounts and the Key Bank representative said that all our accounts were current and it should not be a problem. Some time later I had another opportunity to use the card and once again it was declined. My wife called again and she was assured all our accounts were current. After another decline, my wife and I go on the phone with the card in-hand to get to the bottom of the problem. After much searching the Key Bank representative found an account in my name that had been opened in XXXX and had not been active. It is important to note that I never received a letter or notice in the mail, a statement, an email or any other documentation. We do not have delinquent accounts and do not do business that way. Once we were able to find the account, it was immediately paid off but by that time Key Bank reported it as delinquent and it hit my credit score. I went from the XXXX range down to the XXXX FICO score. There were charges from XX/XX/XXXX through XX/XX/XXXX with no problem. On XX/XX/XXXX, a late fee was added for {$29.00}. It seems that there were 3 late payment fees added to the account for a total of {$100.00} and interest charges of {$23.00}. The account numbers ends in XXXX and is called Key2More Rewards MasterCard. I went to the local branch and I was told that I would have to file a request with the credit card company and that there was nothing they could do to help me. I put in a request to have it removed but that request was rejected. I also learned that during the XXXX timeframe, Key Bank was accused of creating accounts without the customers permission but I find it hard to believe that the people I worked with over the years would do that. I am asking that this matter be fixed and that the delinquency be removed from my record. I have been a customer of Key Bank for a long time and I hope that you are able to help me resolve this issue in a timely manner.
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in process of a refinance with my current first mortgage holder. I have a second mortgage with Keybank, that I took out last year. At the time this was labeled what they called a " high loan to value '' home equity loan ( closed ended loan ). We had an appraisal and the LTV was about 99 %. Fast forward to today, I have a closing scheduled to refinance my primary mortgage and lower the rate by 1.125 %, causing a $ XXXX/m savings, at the SAME term I have left XXXX payments, and KeyBank has DENIED the subordination, causing me to not be able to close. Keybank is stating they will not allow TLTV to be over 90 %. My issue is that they put me in this position and now will not " allow '' me to save money with my current lender. Nothing has changed since 1 year ago, in fact my credit and income is better, and value has only increased. I've never missed a payment and consistently pay MORE than the minimum. Refinancing will allow me to have even more funds to pay this loan off. It is not a line and there is no risk of additional exposure. I need to understand the reasoning here, and when I called I was told I could not talk to the decision maker and basically have no options to dispute this. I need to know how they were ok putting me here 1 year ago, and now are not ok with the position they put me in.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A