Date Received: 2020-10-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We opened a free checking account in XXXX with Keybank in XXXX, NY. In XXXX, we opened a home equity line of credit with the bank. We discovered a $ XXXX auto deduction on my checking account in XXXX, XXXX. We inquired about these charges with XXXX and XXXX XXXX at Keybank in XXXX. They disclosed that without our knowledge or consent, a bank employee changed our free checking account to a high-fee account requiring a minimum balance of {$100000.00} in order to waive the $ XXXX service fee. At no time in our long history with Keybank, did our checking account ever hold balances near {$10000.00}. The bank has removed a total of {$3100.00} in service fees through XXXX, XXXX from our account. We pursued a complaint and a request for restoration of these funds with the Executive Client Relations Group at Key, where it was handled by XXXX XXXX, XXXX XXXX and XXXX XXXX. At no time did the team communicate with me through email, in spite of repeated requests that they document their actions and decisions in writing. On Friday, XX/XX/XXXX, after XXXX XXXX on a three-day weekend, XXXX XXXX, Case Manager, called to inform us that a final decision was made and that the bank took responsibility but would restore only {$2000.00} of the money they wrongly deducted. They would keep {$1100.00}. We told XXXX XXXX this was unacceptable, deceptive and fraudulent. Responsibility required full restitution of funds wrongly taken from our account. We asked for a decision in writing. He refused. We asked for a call from a supervisor. On XX/XX/XXXX, XXXX XXXX phoned, repeated that the bank would retain {$1100.00} as a final decision and refused to put the decision in writing. We asked again for a written determination and explanation of the bank 's retention of our funds. He vaguely cited that because we did not catch this automated deduction earlier we were not entitled to a full refund and hung up the call.
Company Response:
State: NY
Zip: 10990
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This was resolved incorrectly on CFPB complaint # XXXX. They determined that my direct deposits came from another financial institution but this is a lie, my direct deposit posted on XX/XX/XXXX, {$1400.00} from my employer, not another institution, well within the 60 days as laid out in the terms. I am owed my {$200.00} sign up bonus. I will also be filing this new complaint with the Massachusetts Attorney General. To reiterate here is the original issue : I applied for a new checking account with Keybank on XX/XX/XXXX to pursue their {$200.00} new account sign up bonus. I used the promo code XXXX which was the offer at the time. I called the branch in XXXX CT the following day XX/XX/XXXX at XXXX and the man I spoke to confirmed that the offer was attached to my account and that I was eligible. I then proceeded to fulfill the bonus requirements. I had more than {$500.00} in direct deposit post to the account within 60 days. I completed this on XX/XX/XXXX ( 45 days ) had well over {$500.00} in direct deposit. I called XXXX on XX/XX/XXXX to ask about the bonus not posting and they claimed that there was no promo attached to my account and that the code I used was never a real code. This is untrue I got it from their website and it was in the fine print and everything. It has now been more than the 60 days from meeting the requirements when I was supposed to get the bonus and I have gotten nothing and been told I am out of luck. I was told I was eligible and enrolled in the promo when I opened the account but was lied to. The following was the URL I used to signup : https : XXXX? XXXX & XXXX I attached a screenshot of the signup details as I saw on the website.
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have a checking account with Key Bank in Washington state. I have my paycheck from work automatically deposited there every other Friday ( our payday ) and I bought a car 3 years ago and have my monthly car payments automatically debited from my Keybank checking account. About 1-2 months ago, I received a letter from Keybank telling me that my account will be closed soon because it does not show any activity. I called keybank and asked what the letter means and if I have to do anything about it. The keybank customer service person said that he checked my account and he can see the activity or transactions- the automatic deposit from my employer and the monthly car payments. I also occasionally make payment to my credit card using the app. I also log in to my account every other Friday to check my paycheck deposit. On XX/XX/20, I was shocked because when I logged in to my Key bank app, it says my account is closed. I called Key bank and they admitted that my account is closed and that my funds were sent to the state. They told me that what their customer service person told me was wrong. Key bank said that I needed to make a transaction- use my debit card, write a check or go to the bank in person to deposit or may physical transaction. They said my paycheck automated deposit from my employer nor the car payments are not considered an " activity '' and so my account was closed. They told me to go to the unclaimed property website and find my state and claim my money. They are sorry that they gave me the wrong info when I called after receiving the letter. i checked the unclaimed property website and my money is not there and also my car payment was missed. Pls call me for additional info - XXXX
Company Response:
State: WA
Zip: 98056
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I began the process to refinance my mortgage with Key Bank, which held my existing mortgage. I submitted all of the paperwork requested, locked in a rate of 3.0 % with .406 points, and paid an application fee of {$500.00}. On approximately XX/XX/XXXX, I received a copy of my appraisal and a notice that my points were being reduce to .29 because the value of my home came in higher than expected, and subsequently my loan to value was lower. On approximately XX/XX/XXXX, I received a list of additional documents needed, updated pay stubs, account statements, and additional supporting documents verifying my receipt of child support for my XXXX children, which I have been receiving consistently since XXXX, and will continue to collect for another 4 and 6 years, respectively. *Note I can provide copies of emails, and some of the documents that I downloaded, but the bank has restricted my access to all online documents and never provided paper copies of the disclosures I signed. I will attach the original loan statement showing the rate of 3.0 % with .406 points. I did not download the adjusted letter that the bank sent lowering the points to .29. I have call records as well. I submitted my bank statements showing the weekly deposit of my child support, and a copy of the court ordered support documentation, which I had already sent on XX/XX/XXXX. On approximately XX/XX/XXXX, I was told by one of the mortgage processors, XXXX XXXX, that the bank was not satisfied with the proof of child support due to the fact that I was paid in cash ( which was deposited each week ) for two out of the previous 6 months. She told me in order to prove my child support, the bank wanted me to provide 6 months of bank statements from my ex-husband 's bank account. I stated that I thought that was an un reasonable request and I did not think he would agree to that. I asked if I could provide the previous four months of canceled child support checks, along with a notarized statement from my ex-husband attesting to the dates of the two months of cash payments. She said she would check with her manager and let ne know if that would be acceptable. The next morning, on XX/XX/XXXX, I received notification from the bank that my loan had been canceled. The bank also immediately restricted my access to all of the online documents and disclosures that I had signed, and to this day I still can not access them, nor did the bank ever provide me with paper copies of what I electronically signed online. I immediately emailed my loan originator, XXXX XXXX. When he called me back, he had no idea why I had received the cancelation, he stated he would find out what was going on and call me back. On XX/XX/XXXX, XXXX called me and said the loan was canceled in error, but could not be reinstated. He said that I would her to accept the current rate and points which was 3.0 % with .7 points, considerably higher than what I had previously. I was also told that I would have to pay .5 points because of a new fee from XXXX XXXX called an adverse conditions fee, even though that fee was not supposed to go in to affect until XX/XX/XXXX. He said he would work with management to try and get a price adjustment, and in the meantime asked that I submit the notarized statement from my ex-husband along with the four months of canceled checks, which I sent on the evening of XX/XX/XXXX. Over the next 10 days, I was told repeatedly from XXXX that he was waiting for management to get back to him. On XX/XX/XXXX, I told XXXX that this situation was unacceptable, XXXX said he would have his manager, XXXX XXXX XXXX I'm not sure if the spelling of his last name is correct ) would call me. On XX/XX/XXXX, XXXX contacted me. He admitted that the bank had no right to ask me to provide bank statements from my ex-husband, my loan was canceled due to the bank 's error, and I should not have been told about the extra fees. He said the bank was ready to close my loan at 3.0 % and .54 points, which is still almost double the points from where I was before my loan was canceled. I stated that was unacceptable and at this point, I wanted my {$500.00} application fee back due to the banks incompetent and unethical behavior. He refused to refund my application fee, despite his admission that this whole incident was the fault of the bank, and his failure to honor the rate and points that my loan was at before the loan was canceled in error.
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I, XXXX XXXX believes in the credit reporting system as the most important element to the success of the commercial banking system. I am also a proponent of the Consumer Financial Protection Bureau ( CFPB ) as a tool to streamline issues on credit reports that may be dragging down my overall scores. Accordingly, I address each particular issue directly with the creditor in question, before submitting any complaint to the credit bureaus if necessary. Therefore, I desire the following reinvestigation as follows : 1 ) On accounts where late payments are posted, I respectfully request a review of the past payment history and to ascertain if certain payments could actually have been posted late because of an overlap on the 30-days grace period. I realize that this may happen on occasion, and I request only a summary review internally, and do not require any documentation. 2 ) On any account that falls within the 84-month negative reporting timeline, I respectfully request either the deletion of the account if said account was closed, or the elimination of the prior payment if the account it is still active, this is well within the Fair Credit Reporting Act ( FCRA ) guidelines pertaining to obsolete information. 3 ) Any collections must be proved if either a direct collection and/or debt purchase. In either event I request that a true original copy of right to pursue collection be established with each respective credit reporting agency, and if a debt purchase the guidelines proving transfer of ownership must be submitted to all credit bureaus as well as me personally to validate ownership and the right to collect. I am well within my rights requesting proper documentation as administered through the Fair Debt Collection Practices Act ( FDCPA ), the Consumer Financial Protection Bureau ( CFPB ) and the Federal Trade Commission ( FTC ), in addition to the even stricter guidelines enforced by the office of attorney general in my state of domicile. I respectfully request each investigation to be reported to XXXX, XXXX and XXXX XXXX within a reasonable time period, hopefully 30-days. I realize that the current Covid-19 crisis could cause delays, so the best efforts of each financial institution and collection agency will be appreciated under the current circumstances. XXXX XXXX
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/20 I went to Keybank on XXXX XXXX XXXX XXXX NY to open a checking account. I received a flyer in the mail that if I opened a new checking account with Keybank they would give me a {$400.00} bounus. After they made a profile, they started to open an account and told me that thei was a problem with my XXXX account. They told me to call XXXX and would not open an account until the issue was resolved.. The XXXX report had no issues except that on the same day Keybank tried to open my account they put an incorrect address in my profile. I contacted Keybank and they told me they would work with an Executive Lead to get the XXXX error removed. I did not hear back and asked that the branch manager get involved. I still have not heard back from them and they do not answer my emails anymore. The 2 issues are : Keybank put an invalid address in my profile which I need corrected Keybank is not honoring their {$400.00} bonus..
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2020 I closed my account with KeyBank due to their deceptive, unfair, and abusive acts and practices. Despite my account closure, I continue to receive account servicing notices from the bank. In the notices, I have no option to opt out of their communications. While they are account servicing notifications, and not marketing materials ( which would require opt out ), I DO NOT wish to continue to receive any communications from KeyBank. I would like to be put on their opt out lists for all communications, and have their internal controls ensure that they are not sending notifications to non-customers. Can the CFPB please help to enforce regulatory action against this bank, that continues to violate internal procedures and external laws and regulations?
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have two accounts from key bank on my credit report. Key bank sold the debt to XXXX XXXX XXXX but I just received a response from mercantile that says they havent had the debt since XXXX. Now it appears that key bank is just reporting it on my credit report without just cause to do so. This debt is also from XXXX so it shouldnt be on my report whatsoever. When it was sold to XXXX XXXX XXXX, I was being called and harassed all the time. On top of that, now the debt is just given to someone else? Terrible business practices.
Company Response:
State: WA
Zip: 98056
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Key bank back office closed my 2 checking accounts on XX/XX/XXXX which are active and have positive balanced, without informing me what so ever. They claimed to have mailed me checks to my balance along with the reason why they have closed my accounts. When I called customer service they kept pushing the responsibility to their back office which does not have phone number I can call. They refuse to reopen my accounts and told me to call a branch and open a new account and the supervisor on the phone says the branch will review to see if I would qualify for an account. I feel discriminated against and humiliated. The other manager said the bank will not reopen my account because the back office had review my accounts and decided to not keep the relationship. I again am very upset that when I deposited {$100000.00} into the account they did not say such things. I have had my accounts for many years and I have set up many deposits going to these account and now they are causing me a lot of trouble to re route everything.
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
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 I was supposed to get a direct deposit of XXXX. I woke up to get money from the ATM with success. Afterwards I tried to pay my phone bill and it said my bank was declining my purchase. I called to find out why and it said my balance was XXXX. I was confused because I just received my Deposit that morning. I spoke with several key bank employees who told me that their was a XXXX XXXX transaction that I didnt make. They also informed me that whoever got my card information was trying to withdraw money since XX/XX/XXXX but with no success because I didnt have money. I contacted them about a provisional credit and they refuse. I literally dont have XXXX XXXX! I never gave me card info out! Idk how someone got my card information! I couldnt pay my phone bill that week or buy my kids food! I literally only get XXXX a week and someone Took it XXXX if it!
Company Response:
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A