Date Received: 2020-12-18
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: We have been receiving harassing phone calls from Keybank regarding an alleged debt. Although Keybank as been notified to stop calling, the calls continue daily. Also in attempt to resolve this alleged debt a notarized affidavit to dispute and requesting verification of debt was sent certified mail to Keybank back in XXXX 2020. No response was received regarding verification of debt. The calls had slowed after letter in XXXX 2020, however have recently started to be a couple to few times daily. My mother is elderly and has health conditions and has been disturbed tremendously with the stress from these phone calls and letters ( that note " debt collector '' ) from Keybank as she has hard time even getting the phone to answer. It was clearly communicated on each call from Keybank, to no longer call numbers noted on alleged debt account or to send threatening letters that they are debt collectors. A call received from Keybank today caused major stress as the representative responded to her after noting once again it wasn't her debt, please don't call ... representative responded " pay your bills and we won't be calling. '' Also stressed has been caused as Keybank has reported information to the credit bureaus that have adversely affected both of our credit scores. We are both aware of our natural protected consumer rights these are clear violations and we are requesting for this matter to be resolved as soon as possible as it is affecting our lives daily. Some of the noted dates and times of recent calls : XXXX/XXXX/20 XX/XX/XXXX20 XXXX XXXX XX/XX/XXXX20 XXXX *yes am ( have voice mail proof ) XX/XX/XXXX20 XXXX XXXX/XXXX20 XXXX XX/XX/XXXX20 - XXXX XX/XX/XXXX20 XXXX XXXX/XXXX/20 - XXXX Thank you.
Company Response:
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2020-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I payed 2 credit card bills using bill pay with the key bank company and both of them were suppose to be there in 2 business days, however they were not received by my credit card company. These bills were for my credit card bill and because these payments did not go through as promised, the payment will be late and has already Impacted my credit score.
Company Response:
State: NY
Zip: 11412
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: Card for key XXXX benefits is temporarily suspended and I cant get ahold of representatives to help me.
Company Response:
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The closing documents for my mortgage state that PMI may be removed from my loan when the loan to value ratio drops below 80 %. In XXXX / XX/XX/2020 I inquired with Key Bank what options were available to me to remove PMI from my mortgage loan. The value of homes in my area had gone up substantially in my area likely making the loan to value requirements met by that alone. I discussed my options with a Key Bank representative and was told this was handled by one department that was not customer facing and the only way to determine what options were available was to mail them a letter with my request. I wrote the letter to the requested department and detailed possible options that would satisfy the loan to value requirement of 80 % documented in my closing documents. My suggestions included just removing the PMI knowing values had gone up, having the property formally re-appraised at either my or Key 's expense, making additional principal payments, or some combination of the these. I received a response letter in XXXX stating simply my PMI removal was declined with not further information about why or what other options might be applicable. I reached out to Key again to see why I had not gotten a reason as to why PMI removal was declined and why they had not provided details on any removal options I had suggested. The Key Bank rep proceeded to tell me my options made sense but in fact the loan to value ratio could now be 70 %. I pressed the representative on this as it conflicted with my closing documents and they said their document team would review and get back to me. A few weeks later I received a letter from Key stating the obvious that my loan to value ratio for PMI removal was 80 % and providing more detailed number. Again no mention of any of the other options for PMI removal. I knew they were viable options but it was clear Key did not want to work with me on this so I continued down the pay down path. Over the next 2-3 months I paid the principal on my loan down below the required ratio of 80 %. By the end of XXXX my loan balance was {$100000.00}. This was confirmed on my XX/XX/XXXX statement balance. My original assessment was for {$130000.00}, putting me at a loan to value ratio of roughly 79.8 %. In late XXXX I contacted Key Bank again and requested my options be laid out for removing the PMI as I had fulfilled the requirements they set out for me. I was again instructed to write a letter to the requested department. I did so. Today XX/XX/XXXX I received the response, again I was denied for insufficient loan to value ratio. I of course called Key Bank looking for an explanation as all of this had already been worked out months ago and I was simply fulfilling the requirements they said needed to be met. The first representative I spoke with was very unhelpful and suggested that some amount of interest on the loan made it appear to be over the ratio and my only recourse would be to contact the department again and wait another two weeks for a response. I informed him I thought it was poor customer service at this point to string this along for going on 6 months and then deny it again with little explanation. I took a few minutes to research my options and what he had said and realized my XX/XX/XXXX statement had the correct loan to value ratio so his response did not make sense. I called back and got extremely lucky to finally find a customer service representative who was willing to really help. She quickly realized there must be a miscommunication and got in touch with the department Im not allowed to talk to that handles all of this. After some back and forth the person who denied my request told her my loan to value ratio needed to be 70 %. I informed her that I had already taken care of this matter back in XXXX and Key Bank had researched the issue and sent a letter stating that the correct value was 80 %. I also reminded her that the original loan documents that I signed also say 80 % and Key Bank is bound by that contract. Unfortunately again my only course of action was to write the department again. At this point I feel Key Bank is not operating in good faith and is purposefully trying to make it excessively difficult to impossible for me to remove the PMI payment as required in the loan documents.
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/20 I attempted to make an on-line purchase in the amount of {$170.00}. The company took my money and sent me a confirmation email. I then found out the next day that the company was fraudulent and contacted them via email for a refund. They would not respond. I then called XXXX who said that I would have to write a letter to them to start an investigation. They then refunded the money back to the card. Several months later they sent me a letter stating they were rejecting the claim, and they took the {$170.00} back off the card. I contacted them, told them I had proof from the US Post Master in XXXX that I never received the order. The company sent something to a XXXX XXXX in XXXX, but it was not to me and in no way what I ordered since it weighed les that 3 oz and what I ordered were two XXXX that weighed 75lbs each. They said to put it in writing and send the proof. I faxed and mailed copies of what I obtained. Since I have heard nothing and they still have not credited the card back. When I call, they will not even discuss it with me and will tell me nothing. I have all the emails, letters written, order confirmation, and shipping documents and evidence proving that I never received. XXXX is doing nothing and refuses to even talk to me.
Company Response:
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX, I began to receive credit card collection phone calls from KeyBank, XXXX for a KeyBank credit card account that was not mine. I was told that a credit card had been issued using my credit in XXXX for someone living in XXXX, OH, that no payments had been made for three months and that a payment of {$570.00} was due in a balance of {$9200.00}. I said that this was likely a card issued to my ex-wife who lived in XXXX up to her death on XX/XX/XXXX. I indicated, and later emailed the divorce decree to KeyBank, that we had been divorced in XXXX and that the decree, signed by both, specifically prohibited either of us from using the other 's credit. I also said that I had not been an Ohio resident since XXXX, XXXX when I purchased a home in XXXX CA. The KeyBank representative verified only that the non-payments on the card coincided with the time period after her death. I was told to fill out a fraud affidavit which I did. In XXXX, KeyBank contacted me again and said that the credit card actually originated in XXXX, XXXX and that the debt was mine. i stated that this was the date on which I originally initiated a banking arrangement with XXXX XXXX ( later acquired by KeyBank ) and asked for evidence as follows : the credit card number, in whose name cards were issued, where cards were sent and proof that I had authorized my ex-wife to use my credit subsequent to the date of our divorce. KeyBank has refused to give me any proof of anything including refusing to tell me the credit card number, saying only " the credit card number is on the statement we have sent to the billing address in XXXX. '' Since approximately XX/XX/XXXX, I am told that my fraud claim is being re-reviewed by KeyBank. After almost three months with occasional collection calls, no action is forthcoming. KeyBank personnel refuse to communicate via paper mail or email so I have nothing in writing from them. I am only able to send written documents to a general mailbox. I have provided KeyBank with all written information it has requested. My credit reports with the three credit bureaus now show a 6 month delinquency on this account. My credit rating has plummeted and I am no longer eligible for any loans. I have disputed the inclusion of this credit card with all three bureaus, including sending them the divorce decree, with no result.
Company Response:
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: The bank was returning charges and impossing {$38.00} returned charge fee multiple time throughout a month. This is after I had elected to have overdraft protection, which they showed j that I didn't even though on my online banking app I did. Further these returns kept the bank from being able to give me details on these attrmpted charges which made it impossible for me to attempt to verify the validity of them, which upon investigation were not authorized instead fraudulent.
Company Response:
State: IN
Zip: 46516
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Received promotional advertisement from Key Bank. It alleged if you opened an account with direct deposit you would receive {$500.00}. I have recently applied to Social Security to begin receiving old age retirement. They required a routing and checking account number to process direct deposit. There seemed some time urgency with regard to them processing getting the payment started. Key Bank assured me verbally three times that as soon as the account was opened with a minmum deposit of {$10.00} that I would receive my routing and checking account number that very day. I had promised to call Social Security today and provide them that information. I made an online application last night. I gave them a lot of confidential information required to open the account. It came to the time to select how I was going to pay the minimum deposit online. I selected credit card and {$25.00}. There was some sort of advice that it took between 3-5 days for FUND AVAILABILITY. There was no prompt for credit card number or particular card such as Visa or Mastercard or whatever. I pressed " next '' or " continue '' and the whole application disappeared. I contacted someone at Key Bank and asked what happened with the application. She advised that it went through but I would have to stop by the branch office anytime today and that the account would be opened and that I would have my checking account and routing number available immediately. When I got there, the agent told me at first that he could find no record of my application. He looked around and found it. He told me it would take 3-5 days to get my routing number and checking account number due to the idea that I had chosen to pay by credit card online. I had prevously asserted that I did have {$10.00} cash on me if it was an alternative. He stated that the account number and routing number would not be available for 3 to 5 days. I confronted him with the idea that it had been asserted to me numerous time including the person I spoke with the previous night who alleged that I would have to stop into the office that the routing and account number would be available immediately. He questioned me about the importance of this. I did not question him about why -- even if a deposit was made with a credit card when previous credit card transactions elsewhere seemed to result in immediate funds what the reason for it taking three to five days was. The online assertion was about fund availability only and NOT the opening of the account. So, in that aspect, he seemed to be saying that the account would not be open for three to five days. So with regard to the promotional offer which expired on XX/XX/11 I questioned him about whether the eligibility for the offer would have expired by the time the account was opened. He said no and showed me the screen where the account was open including the use of the promotional code. I failed to understand how the account was open and was not open at the same time. I had relied on the verbal assertion three times that I would get my checking and routing number on the day I paid the deposit. There was never any other assertion until I visited the bank today. I jumped through all the hoops and furnished a lot of confidential information and when I got there, the assurances that the routing number and checking account number would be available evaporated. I asked that the account application be deleted. Other than the idea that Key Bank had acquired access to a lot of my confidential information, I sustained some wasted effort and inconvenience in jumping through these hoops.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I became the POA for all medical and financial matters due to my XXXXyear old mother 's XXXX XXXX XXXX diagnosis. My mother has a checking account, credit cards, and a HELOC with Key Bank. In XXXX, I brought my POA paperwork to her Key Branch and was told that their Legal department would review the documentation. I was only given access to her checking account. Nevertheless, when I sold her home in XXXX and sent the payoff and POA documents, with the request to close the HELOC documentation, I was never informed the HELOC was not closed. My mother and sister went to a branch near her XXXX XXXX XXXX and was told the HELOC was not closed and that they needed to pay an additional fee to close the HELOC. In XXXX, she signed the documents presented at the branch and paid the fee. We have never received the documents indicating the HELOC is closed. When she applied for a credit card she was denied due to an open HELOC last week. That is how we found out Key Bank has still not completed this required step. Now she is being charged a service fee on her checking account that she has never had to pay. Why is Key Bank treating elderly customer this way?
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I received a prepaid debit card from KeyBank/XXXX XXXXn the mail today. I did not apply for unemployment. I have been retired since 2006. It appears that someone filed for this in my name. I want the card canceled, and written proof of that action. I attempted to contact both the XXXX and KeyBank and was stepped through telephone prompts in a circle at both agencies. Please assist in getting this rectified. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A