Date Received: 2020-11-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have a Key Bank debit card from Key2benfits for XXXX XXXX XXXX comp XXXX checks to be deposited into my account. On XX/XX/XXXX according to Key2benfits customer service they had deactivated my debit card. When I asked why, they told me they weren't sure why, they had deactivated it. On XX/XX/XXXX I again called Key2benfits customer service ( number XXXX ) to ask about getting another debit card so I could access my account. I was on the phone with them from XXXX. They told me a new card would be mailed and arrive on XX/XX/XXXX. I told them I couldn't wait that long to access my money, then said " you don't have that much money in your account anyway. '' I asked why key bank had deactivated my debit card anyway? Key bank said they weren't sure why it was done or who did it. I was then passed on to XXXX in customer service, because I was refusing to drop getting access to my account. XXXX was the first person that I talked to that was nice. She couldn't help me, so she had to transfer me to another person to assist me. No one was able to assist me, and I went through several transfers after that. The last person I got was extremely rude. She kept interrupting me, and said I could wait till XX/XX/XXXX to get my new card and access to my account. That I didn't have that much money in my account anyway. ( I had to plug my phone into the phone charger, because I was on the phone with them so long ). XX/XX/XXXX XXXX called key bank again. Talked to XXXX. was on the phone with her for 34 minutes. She said it would take XXXX days to activate a new debit card for me. I requested one as soon as I could get it. She said that a new card had been sent on XX/XX/XXXX, but the other customer service people said it hadn't been sent and would not come until XX/XX/XXXX. XX/XX/XXXX XXXX XXXX called key2benfits customer service, talked to XXXX XXXX Requested that Key2benfits overnight me a card since none has arrived yet. I had to verify my name, address, DOB, SS #, and answer 3 questions in 3 minutes. They said it would talk 2-3 business days. Someone would need to be home all day to sign for the package. That it would most likely be on Monday or Tuesday. I explained that I couldn't be there all day, and didn't have anyone else to be there all day. That my son and his wife were in college and working. Key customer service person, told me they could stay home from work and college! I told them that wasn't an option. I then asked if they could send it to my mom 's address, as I could be there to sign for it. I gave them the address : XXXX XXXX XXXX, XXXX XXXX, Ohio XXXX. They said they couldn't send it there, only to my home address. I asked what other options do you have? Could you overnight it? XXXX XXXX has done that for me before. Key said they are not allowed to overnight debit cards. I asked if they could reactivate my debit card? They said no. I asked again, if they had any other options. They said no. The lady wasn't very helpful. XX/XX/XXXX Called Key Bank in XXXX XXXX, Ohio XXXX to see if I could get a debit card sent there and pick it up in person. They said no, that I have to go through Key2Benfits. Nothing I have tried or suggested has worked ; and Key2Benfits doesn't seem to be willing to assist with this issue. I have money sitting in my account that I can not access because of this issue. I would appreciate any assistance you could give me. Thank you, XXXX XXXX
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-22
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received my benefits and was able to make purchases for about three days then they locked my card due to suspected fraudulent charges. I cleared that up with key bank, the card provider. My card was still locked after clearing it with them. I called them again and they told me to contact washington unemployment to unlock the card. I contacted them multiple times and they haven't responded or unlocked my card. If I have cleared it with the bank then why do they still have a lock on it and why do they get to lock my card in the first place.
Company Response:
State: WA
Zip: 99224
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Having filed for unemployment in lateXX/XX/XXXX/early XXXX of 2020, I never received my Key2Prepaid Unemployment benefit card as of yet. I did switch to direct deposit later in XXXX and had no problem with following payments. I'm still owed over {$1200.00} on debit card I never received and have tirelessly tried to contact Keybank for a replacement card. Over 6 months of calling with as long as 4 hours of hold time has yielded absolutely no help whatsoever. Their website is equally useless as you need a card to access any of its features. Alternate numbers I have called to reach an actual person also a waste of time as they are either foreign call centers or different departments that refuse to address the issue and either hang up on you or transfer you back to the XXXX XXXX XXXX XXXX number that is never ever answered. This issue has been all over the news for so many yet Ive still heard no solutions. Keybank is sitting on millions of other peoples much needed dollars and I find this criminal. Ive called unemployment office yet to have return call, Ive also filed a complaint with the XX/XX/XXXX and received a nonsense letter requesting a Hippa release form ( Medical records ) to proceed, which is unrelated to anything Ive addressed to them. This large scale Fiasco is a national embarrassment to say the least. Hopefully I've found some competence and perhaps sanity with you folks. Thanks for your time and attention to this matter.
Company Response:
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I received an Illinois Department of Employment Security ( IDES ) prepaid debit card by KeyBank on XX/XX/2020 and by XXXX XXXX on XX/XX/XXXX. I did not request these cards. I am not unemployed. I reported the possible Identity theft and fraud to the IDES on XX/XX/XXXX. Please advise.
Company Response:
State: IL
Zip: 60646
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been involved in an online scam, I paid a total of {$1100.00} to purchase a puppy through a website selling XXXX. I have contacted the person/company to no avail. I contacted my bank to inform them of the fraud/scam in hopes to stop & retrieve my money back. Since I used XXXX, I was told that it was too late since it was already processed & to file a small claim. The problem is I am in one state & the purchase was made in another state. I researched the address & company further & it seems to be non-existent other than the website.
Company Response:
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: As detailed in CFPB complaint reference XXXX, that I filed on XX/XX/2020 ( for which I still have not received a company response ) I continue to receive servicing emails from KeyBank. As these are servicing emails, I do not have the option of opting out of these unwanted emails. I no longer have an account with KeyBank and do not wish to continue to receive unwanted emails from the bank, due to their unfair, deceptive, and abusive acts and practices.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: KeyBank is purchasing hazard insurance on my behalf and adding it to my mortgage balance without getting my consent ( while disregarding my proof of adequate dwelling coverage )! This violates Connecticut law regarding over-insurance of a property. My property is covered at 125 % of the value of the dwelling. Keybank is attempting to insure the property at 125 % of the remaining loan amount. The bureaucracy of the bank requires the " XXXX XXXX '' to contact the " Bank '' to rectify the situation, although the " XXXX XXXX '' directly bought insurance on my behalf. How can a bank break the law and increase my mortgage balance at the same time? And give me no recourse beyond hiring an attorney to sue?
Company Response:
State: CT
Zip: 06840
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX my phone and wallet was stolen at my residence at XXXX XXXX XXXX XXXX. The thief got on my phone he stole and then transferred money from my unemployment card ( XXXX XXXX XXXX ) to XXXX XXXX. They then made several unauthorized transactions- a transfer for {$1000.00} another for {$500.00}, another for {$800.00}, another for {$180.00}. I believe there was another transaction or 2 they did through cash app. On or around XX/XX/XXXX the suspect ( XXXX XXXX ) hacked my unemployment online account and entered their information and debit card and received my payment of {$140.00}. I let XXXX know of the ongoing fraud and also let XXXX XXXX know as well. I have been robbed for around {$4000.00} and have lost my place to live without receiving any payments. I was told that my money would be refunded but I need action to be taken now.
Company Response:
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened a business checking account with Key Bank branch at XXXX XXXX XXXX in XXXX New York. The rep told me that the monthly fee was waived if the account holder opens a credit card which I did. 6 months later, I discover that I have been charged fees every month. I contacted the online rep and they said that there was nothing they could do about it and I had to talk to the branch. This is classic false advertising and bait and switch. I will follow up with the branch but want to lodge a complaint to stop such practices.
Company Response:
State: NY
Zip: 14620
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Date : XX/XX/2020 I followed up with KeyBank today to find out where my new bank card would come in as my bank card expires at the end of this month. I use my card today to purchase gas. My card was declined. I did called keybank back at XXXX today. The 1st representative that I spoke to shut my card off without my permission. I did not give any consent in any shape or form. The supervisor was listening to the prior phone call. They did state I never gave any permission for this individual to turn off my card. I will not have access to any of my money for 5 business days until my new card arrives. I work at a XXXX during the week the same hours and longer than what the bank is open. I know will experience financial hardship as I have bills due this week. I am on able to purchase groceries for this upcoming week for my children and myself. I will Have late fees if I am not able to pay my bills on time. They have really put me in a financial hardship that will affect my family and our means of living. The bank said they are enable to do anything that they can not turn back on my card that I have to wait.
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A