Date Received: 2020-11-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Please see the below letter that I sent to Keybank in regards to the way they handled my checking account : XX/XX/XXXX KeyCorp Corporate Headquarters XXXX XXXX XXXX XXXX, OH XXXX Dear KeyBank Corporate Headquarters, As of this date, KeyBank has closed my account and has Charge Off {$190.00} in order to do so. I have been trying to put together a flow sheet to describe the unfair charges, the unfair order and what Keybank should pay back to me and probably to other individuals. The problem this has been late is due to the fact that XXXX was just a terrible month for my family. The beginning started with my mother being admitted to the hospital, and then I was in a car accident that ended up totaling my car, three days after that, my mother passed away in South Carolina in which I went to spend the whole month of XXXX with my father in getting things organized and fixed around his home. I am writing now in regards to unfair charges that KeyBank puts against their clients. I am one of those clients that have been charged such an unbelievable amount of these charges/fees. I was constantly getting the letters from one of your offices, Keybank National Association, Mr. XXXX XXXX, XXXX. XXXX XXXX, XXXX, OH XXXX, informing me of these overdrafts and giving me some things that I can do to help prevent me from more overdrafts. I understand that I chose to have KeyBank pay for any overdrafts on ATM transactions and everyday debit card purchases. Yet in reading the exact statement from this authorization from KeyBank it states the following : By choosing YES for overdraft consent, you authorize KeyBank to pay overdrafts on ATM transactions and everyday debit card purchases. KeyBank then pays overdrafts on checks, automatic bill payments on checks, automatic bill payments and recurring debit card transactions at its discretion. I truly do not need to tell you what it states if I was to choose NO, as it would almost be identical but KeyBank has the decision to pay or not pay on the transaction. Either way, they charge the customer if they decide to pay or not to pay. Then there is the Recurring Overdraft Charge that seems to appear no matter how many days it has been. Some happened within one day, four days, or even six days. On XX/XX/XXXX, I opened my account with KeyBank. I was unsure about this but decided with the {$400.00} New Account Offer, I would give it a try. I did keep my XXXX XXXX XXXX open just in case of the automatic deposits not going through correctly. Things started off just fine until XX/XX/XXXX when a direct withdrawal transaction from XXXX went through my account causing an overdraft. This must have been my misunderstanding, as I believed that any direct withdrawal from a credit card/debit card would not be able to go through if there werent any funds available. I knew that I had overdraft protection on my check but couldnt find where there was anything stating how direct withdrawals would be paid. Like a credit card, I thought if funds werent on it then it would be denied. Then a check went through on XX/XX/XXXX that I did write causing an overdraft that I did expect. It all begin to start then for me with charges from KeyBank. On XX/XX/XXXX, I had more transactions go through causing more fees against my account. Inquiry fee of {$3.00}, Withdrawal fee of {$9.00}, the Overdraft Item Charge of {$38.00} ( this charge would be refunded back into my account on XX/XX/XXXX ). On XX/XX/XXXX when another direct withdrawal from the same company XXXX, tried to go through my account again, this should have automatically been declined through the system just like any other credit card. I was charged the {$38.00} Overdraft Item Charge. What I didnt expect to be charged was the {$28.00} Recurring Overdraft Service Charge. This charge is unreasonable as it was charged against which day? The XXXX would only be four days!! Seriously!! This type of transaction was to happen again on XX/XX/XXXX, my fault again for the overdraft item charge but unreasonable recurring overdraft service charge of only six days charged on the XXXX of XX/XX/XXXX and yes my fault again XX/XX/XXXX for the overdraft item but another unreasonable recurring overdraft service charge of only four days on XX/XX/XXXX!! The biggest thing about my account is on XX/XX/XXXX I am charged an Overdraft Item Charge but there isnt a reason for this charge!!! I looked and could not find anything that was attached to this transaction. The other thing I feel is so unfair is for you to return a check or anything and charge the fee, then turn around and do it again. Isnt this considered double dipping? Another unfair advantage for banking customers!! So the worst transaction that KeyBank pulled on me, and the main reason that lead me to this three page letter, was on XX/XX/XXXX. I looked up my account to make sure that I had funds available as I always do. I went online to my XXXX account to make some purchases for XXXX gifts. The next day when I looked at my account, to make sure that my deposit was there, I could not believe that KeyBank changed the way the account was handled. KeyBank entered the XXXX transactions first. This meant that my account would be considered overdrawn for all six purchases that I did. All those transactions made were less than the overdraft charges. Another funny thing when you look at the account, on XX/XX/XXXX, I was charged the Overdraft Item Charge before one of the transactions went through. That is absolutely wrong!! A bank can not charge a customer an overdraft fee before any transaction is overdrawn!! On XX/XX/XXXX I looked at my account which showed me that I had money in my account. It provided me with money so I could make the small purchases that I wanted to do. I was in disbelief when I checked my account on XX/XX/XXXX to see that Keybank decided to change things up and do all the XXXX transaction first and then add my deposit. This is unfair banking practices and should not be allowed by any bank, state or federal!! It was from this transaction date that my history for overdrawn on my account would be impossible to overcome. I would be forced to write checks to the XXXX for food, pay bills with checks even though I would be overdrawn. I had no choice but to pay my property tax foreclosure bill back in XXXX or I would lose the house. It was from this mess that I decided to give up and go back to XXXX XXXX XXXX. It is from all of this that I am sitting here for days trying to figure out if KeyBank was right in charging these fees but I can not see logic to them. KeyBank is wrong and should not be allowed to handle transactions in this manner. This is why I am enclosing my spreadsheet that shows the proper handling of transactions and the balance that I should have now on this date, XX/XX/XXXX. This is the amount that I want to see back in my account. As a single mom out twin girls I was left with multiple choices on what I needed to pay and what I needed to buy. Most times I did need to make my account overdrawn as my bills were falling behind and we were running out of food. There seemed to be no help out there for me and my girls as every place I went told me that I was over the income. Not one place would look at what I had to pay out!! My husband walked out on me and the girls in XXXX. In doing so, he left me with two years of back taxes. Every year, yes this year too, I am forced to come up with the {$2000.00} before the end of XXXX so that my home doesnt foreclose! Not one place looks at the fact that I have to pay {$840.00} plus another {$190.00} for my house payment. That it is a private sale and I am paying the guy at an 8 % interest rate. I am struggling to keep that payment going. Not one place will offer me a house loan so that I can pay this greedy man off. My ex-husband left me with a {$2000.00} sewer bill, a car that is broken and so much more that no one looks at what I am paying out. So yes, there were those times that the overdraft occurred at the fault of me. I acknowledged these as mentioned above. KeyBank has made money off from the little people way to long and it isnt fair. They make enough money from loans that they have given people. Why is this fair to them? This is why I am sending this letter to you asking for my money back. Asking for KeyBank to make good on their poor customer service, poor transaction fees, and poor banking procedures! I am enclosing a copy of how KeyBank handled all the transactions that occurred from the time I opened my account until now. I am also enclosing a copy of all the transactions with the way I feel KeyBank should have handled my account!!! I have added highlighted notations to explain why these transactions should have been done in this manner. No bank should be allowed to do what KeyBank s done to me just to make money on those who are low income/poor. I must also tell you that just recently, after having a XXXX balance for some time, I was charged a {$7.00} on XX/XX/XXXX. This came as a shock to me as I couldnt believe my eyes to see a negative {$7.00}. I must admit I was so angry that I just decided to use my Keybank card for another transaction and write a check to get food. That is how angry I was! After having my account almost closed and this happened!! I am hoping that this letter gets to the proper individual and that this matter can be handled promptly. I am sending a copy of this letter and spreadsheet to the XXXX XXXX XXXX XXXX XXXX and the Consumer Financial Protection Bureau. Please see that KeyBank was wrong and refund my money back in the amount of {$2800.00}. Even before KeyBank closed my account, the {$190.00} that they considered Charge Off is incorrect!! I do not want that reported to any other banks, credit unions or credit reporting agencies. Keybank or any bank should not be allowed to do these charges the way that this was handled all because Keybank decided not to put my deposit before my transactions on XX/XX/XXXX. Even then if you were to look at column # 2 I would have had a positive account balance and Keybank would still owe me money.
Company Response:
State: ME
Zip: 04901
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was purchasing items from a merchant for clothes. The merchant stop responding and I did not receive my items. I continuously called and texted her everyday until she never texted or returned my calls.The merchant later blocked me so I could NOT contact her. I called my bank to dispute the charges letting them know I did not receive anything from the merchant and she stop responding My bank went on with the dispute and gathered information for me.Later in the investigation, they said they needed additional information which was provided. I provided them with the information and continued to tried to reach out to the merchant.I was told multiple times that this would work out in my favor and I provided enough documentation for the investigation. This investigation has been going on since XXXX. Tuesday,, they reversed the charges and told me they are not able to do anything and they can not escalate the claim. This is ridiculous because I have provided enough documentation previously for it to work in my favor and that I have enough proof. The money came off my debit card through XXXX XXXX now they are saying they are unable to help. I have been scammed out of money 3 times and the bank did NOT help after having documentation and being reassured that I will win my case. I also have documentation of everything.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was in a re-age program for 3 mos, paid per terms of agreement and then went back to normal payments per said agreement. Company is reporting me ( shows on my monthly statement ) that i am in a loss mitigaton program which i am not nor have i ever been as a reage program is not loss mitigation. I have contacted XXXX XXXX via voicemail ( she was my point of contact during this ) no less than 15 times and have not rec 'd a response nor do i see the verbiage off my monthly statement. I have written a letter to both the office of chairman, XXXX XXXX and XXXX XXXX all without response, written or phone call. I want this reported current and accurate to the credit repositorites and i want the verbiage that i am in loss mit off my monthly statements.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Getting a loan
Subissue: Denied loan
Consumer Complaint: My daughter was denied credit by Key Bank National Association on XX/XX/20. She had applied to payoff an existing student loan with another lender. The amount of the loan was for {$33000.00}. The only reason cited for adverse action was due to her debt to income. Key Bank allowed her to reapply by adding a cosigner, so I applied with her. On XX/XX/20, the application was denied due to her employment time ; though the denial letter stated she did not meet the program requirements, they were referring to her job time. Her disclosed credit score was XXXX and mine was XXXX. I have ample employment time and very low debt obligations. I should have been considered as a a well qualified cosigner. My complaint is why did this company allow her to reapply with a cosigner but to only deny us for a different reason related to her. I feel like I was given no consideration for this request.
Company Response:
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I had 2 fraudulent transfers from my XXXX card for XXXX XXXX. They took place on XX/XX/XXXX and XX/XX/XXXX for {$500.00} each. They were listed as " XXXX transfers.I filed a dispute on XX/XX/XXXX, and learned on XX/XX/XXXX that the person I talked to did not file the dispute.After a 4 1/2 HOUR HOLD a woman answered and said the call had rolled back to customer serviceinstead of the dispute dept. She went ahead and did the dispute for me.It has been about 2 weeks and I still do not have my money back. They told me about 5 to 7 days.My bills are on hold becauseof this. I can not get ANYONE. I have been calling since last Thursday. On hold Thursday from XXXX XXXX till XXXX XXXX! Friday from XXXX till XXXX XXXX. and again from XXXX till XXXX.Today I was on hold for 3 HOURS, 27 MINUTES. A woman answered, then said sorry, WRONG DEPARTMENT and I have now been back on hold for 42 minutes!
Company Response:
State: WV
Zip: 26301
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: During peak Covid in XX/XX/2020I was trapped out of the country ( XX/XX/2020 to XX/XX/2020 ) in the XXXX XXXX and received a phone call about a payment. I explained my situation being out of country and not able to return and I needed assistance with very minimum income coming in. They replied saying that i could have 90 days to make a payment in which they asked if i would accept this but would still be charged interest. I accepted. Once i made my way back to the USA, i received a notice from my credit reporting company that i had been flagged for a late payment for XX/XX/2020.
Company Response:
State: OH
Zip: 44024
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: on XXXX XXXX a withdrawal of XXXX was taken out plus XXXX fee charge the next day XXXX, XX/XX/XXXXa withdrawal of XXXX was taken out my account twice the same day i called keybank and file a complaint and they said i would recieve a letter in mail and the denied me of refunding my money cuz they saying i was taking this money the last transaction i took out of my account was XXXX XXXX of XXXX and i have that recipt
Company Response:
State: NY
Zip: 10029
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: After returning from Washington, XXXX with the need to pick up my daughter due to COVID-19 and her recent job loss, then going on a mini-getaway vacation with my mom who has XXXX, I have lots of mail to open from being away for 10 days. One of the pieces of mail was a letter from Key Bank dated XX/XX/XXXX, that I didn't get to open until XX/XX/XXXX. Upon opening the mail, there is a letter stating that " it has been observed that you are not satisfied with the service provided by Key Bank '', and I have determined that it would be in the best interest of me and Key Bank, if we were to sever our business relationship. I literally get my mail on XX/XX/XXXX, the letter is stating as of XX/XX/XXXX the accounts ( personal checking and savings ) will be closed, as well as any ATM, debit cards, and online banking services will be revoked on XX/XX/XXXX. Again, I read all of this on XX/XX/XXXX, and I literally am being forced to search out a new bank, call my employer to redirect my direct deposit, order checks from whatever bank I am forced to look for, re-adjust all of my online payments AFTER finding a new bank, opening a new account, and ordering new checks! REALLY? I called immediately on XX/XX/XXXX and spoke with XXXX XXXX in XXXX XXXX XXXX. He explained to me that this decision was made due to a local branch having a problem with a family member. I expressed to him that my personal accounts DOES NOT have a thing to do with the family member, who has NEVER banked at Key Bank. Why wouldn't Key Bank, support a customer who does not have any fraud on the account, no bounced checks, and has had the same account for 33 years? Why wouldn't the local branch manager give me a courtesy phone call, apologize, email, or contact me to give me heads-up of this decision, when I have been a faithful customer for 33 years? Is this how a bank should treat it's customers? The letter does not state any facts, prior complaints filed, phone calls or any evidence of observing me NOT being satisfied with Key Bank, yet the letter states those false accusations. I have been a committed customer with Key Bank, and if I was not satisfied I would have left years ago. The next day, I email the President of Key Bank on XX/XX/XXXX, to not receive a response email, but XXXX XXXX in XXXX XXXX XXXX called me later that afternoon in response to my email to President XXXX XXXX. XXXX mentioned he would have the information reviewed to see if anything could be done about them not severing the business relationship due to me expressing how inconvenient this has been. XXXX eventually called me back on Tuesday, XX/XX/XXXX, left me a message. I returned his call, and they left him a message. I called again on Thursday, XX/XX/XXXX, to hear that upon me waiting for a reason or answer if my account could remain open, that they would move forward on closing my personal checking and savings account, due to my sister who has tried to get into my mother 's account with me as her POA. Why on earth would Key Bank bother my account of 33 years, that only has my name on it? To me it's Institutional Discrimination if my personal accounts are being associated with a sibling 's behavior, that does not have my mother 's name on them! XXXX was very helpful, as I asked for an extension before online banking closed on XX/XX/XXXX, and accounts closing on XX/XX/XXXX, since it was now XX/XX/XXXX on the day that I realize, they would not keep my accounts opened, in addition to me still not finding another bank due to waiting a response on if they would reconsider NOT closing my accounts! I am extremely disappointed with Key Bank, because of I feel violated with the sudden closing of my accounts due to Institutional Discrimination on my personal accounts due to a sibling and non-customer! I have been inconvenienced in the midst of helping my daughter with job loss from COVID-19! This is added on stress as I am a XXXX for my mom who has XXXX! I am also overwhelmed with seeking out other banks, making sure my pay check does not get caught in the middle of Key Bank closing my account, then switching all of my online auto-pay, getting more checks, debit cards and accounts all under the guise of what is going on in our world and the lack of professionalism practiced by Key Bank! Key Bank is totally wrong for abruptly closing my account! YES, AFTER reading the letter dated XX/XX/XXXX, having to initiate a call and ask why are they closing my accounts, not getting informed from a local branch with an honest explanation, associating my personal accounts of 33 years with a sibling that is not even a customer of Key Bank, and adding unnecessary stress on my plate, of course I'm not satisfied, EFFECTIVE XX/XX/XXXX, the date I was able to read the letter! I now feel how XXXX XXXX felt in XX/XX/XXXX, when she banked at Key Bank in XXXX and was discriminated against. The difference is she was new to Key Bank with a month or XXXX in when that happened and she was questioned. I've been with Key Bank for 33 years and was not given the decency or common courtesy of even a phone call to enlighten me on this false accusation and decision. Most time when a person is guilty, they don't seem to want to talk and brush things under the rug. Well this will not be brushed under the rug, and I'm hoping to get reimbursed for my time, gas, phone calls, emotional stress, inconvenience, discrimination, violation of rights, and being overwhelmed by having to scramble and open another account for some false statement in a letter dated XX/XX/XXXX. XXXX XXXX, the branch manager, assured me that my mom 's money would not be touched once he added notes onto the account. On XX/XX/XXXX, over {$150.00}, XXXX was withdrawn from my mom 's account that Key Bank allowed to happen when I was clearly assured on XX/XX/XXXX that this would not happen. This is another reason for pursuing legal action against Key Bank! I pray that the Justice Department does not need to hear about this and I can be compensated for all of the aforementioned and disruptions in my personal life and with my two personal accounts ( i.e. savings and checking ), since I was told that the account is being closed and my request for an extension was given until XX/XX/XXXX as I await that date in writing. I hope that this matter is resolved for personal damages financially, emotionally, physically, socially and psychologically during this time of unrest, pandemic and other restrictions in our country! I'm ashamed to say that Key Bank allowed a person who does not bank with them, force them to lose an honest customer, whose accounts have been there longer than most employees, and give a false reason to close it to hide behind their own flaws! I've already reported this to the XXXX and Key Bank, did not resolve the matter and never could find where I stated I wasn't satisfied, so the complaint is categorized as " unresolved ''. I'm seeking compensation for my time to even send this complaint, in addition to everything already stated! This is Unbelievable, Unethical, and Unacceptable! Thank you!!
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened the key bank checking with {$200.00} welcome promotional bonus after {$500.00} direct deposit. After opening this account, I contacted the Keybank to see whether the promotional code has been applied to my account, but it showed no code had been attached. And the CSR helped me to attach the promotional code again. After I met all requirement, I noticed the bonus was not posted. Then I contact Keybank, but they declined this bonus, saying the promotional code was not attached on the first day. But I did input the promotional code when I opened this checking account, and don't know why it was not here at the beginning. I feel it is very wired, and Keybank just play tricks to decline the bonus. Please help me on that.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: In XXXX, through Key Bank 's online credit card point service, I bought 3 plane tickets for a vacation trip I was planning for in XXXX. I called for a refund of the points and the {$200.00} I spent on the tickets and was told that a check was being mailed out to me fore the total value. I have called every month since then and they always say it is on the way, they have double and triple checked my information and mailing address multiple times and everything is correct, but it has been over 5 months now and I still have not received my money.
Company Response:
State: OR
Zip: 97236
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A