KEYCORP

2019-06-19

N Haven, CT

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with convenience check
Company Response: Closed with explanation

Timely Response

2019-06-18

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-06-18

Boston, MA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Closed with explanation

Timely Response

2019-06-18

Old Westfield, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-06-18

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-06-14

Vaughn, WA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2019-06-13

Nyc, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-06-13

Bohemia, NY

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: I came into a XXXX XXXX car dealership on XX/XX/2019 with the intention to buy a XXXX XXXX that day, and had a pre-approval from XXXX XXXX. I was introduced to the sales rep XXXX XXXX and I immediately explained to him what I wanted, that I had also been pre-approved by XXXX for a 3.99 % rate, and that I did not want to put one penny down. He said sure, they could roll everything in, and showed me a car that met my needs and had me fill out a credit application on their computer. I again, let XXXX know I had a pre-approval from XXXX He assured me this was the process. Needless to say I met with the finance guy next and he tried to get me to sign documents that said i was paying an 8 % interest rate and it was from another bank. I let him know of this error and he acted surprised then finally came back with 3.9 % rate from XXXX XXXX. After coming home with the car I have found my credit was pulled by over 5 banks ( XXXX XXXX , XXXX XXXX XXXX, Keybank, XXXX XXXX XXXX , XXXX XXXX XXXX XXXX ) without my permission. These hard inquiries cost me a credit line already and have lowered my credit score. I am also very upset they have shared my credit history and personal information with other banks without my permission. I have tried in good faith to work with the dealership to have them removed but they are combative and show zero empathy for my situation. I have attached one of the emails I have sent, the credit application explanation I saw when authorizing the credit pull, and my pre-approval letter which I had showed the sales rep. My personal information including credit history, social security number, and income was shared without my permission. This needs to be fixed asap.
Company Response: Closed with explanation

Timely Response

2019-06-12

Cortlandt Manor, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-06-12

Portland, OR

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: My bank is in closing personal bank information to third parties intentionally delaying debit payments or transactions 4 days or even almost a week when they should come out immediately I already know that credit payments take more time. making me unable to access my online Mobile account giving me a hard time and delaying me when filing consumer disputes intentionally harassing me even when I go inside the bank I'm being harassed and bothered by personnel allowing my bank account payments to be adjusted and when I'm charged wrong and call back about it then they disappear but if I don't notice them they'll stay on there my bank needs to be contacted until I need to be treated fairly and properly if we violated my rights as a financial institution and financially harassing me. I bank with KEYBANK In Oregon
Company Response: Closed with explanation

Timely Response

2019-06-12

PA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I opened my account years ago. The bank has since changed hands twice and is now Key Bank. I have had the following issues since Key gained control of my account. .. .. .. - When Key Bank took over, I had to contact them three times to change my address because I did not get my card. There was a language barrier as they were offshoring their customer service. On the 3rd call, I was told they could ship the card to me overnight and would cover the fee. Instead, they charged the fee then I had to call in and was told they charge it when it sends and the customer has to call in to get it waived. ( I later learned they only waive one fee per year so I guess this was their way of getting that one time out of the way even though it was their error, not mine. ) .. .. .. - After moving, I contacted the XXXX number to change my address. Their verification process was to answer questions on public record. They should know my maiden name. I chose not to change my last name after getting a divorce. There was no reason for it. Their questions were all related to my ex-husbands family, not mine. I could not answer their security questions so I had to have my mail just forwarded from USPS. I told the rep this was a horrible verification process and she told me I should get my last name changed to avoid it. That was very unprofessional in my opinion, especially since public records know my maiden name. .. .. .. - A few months ago, money was debited from my account without my permission. I believe this happened using XXXX for marketing. I contacted the bank and was told it would take 10 days to resolve. I called back ten days later and was then told 10 business days. I did eventually get my money back. .. .. .. - Last month I changed my phone carrier from XXXX to XXXX XXXX XXXX. I have had a prepaid service for more than 8 years because it is more economic. I did not know they needed to text me a number to the old phone before changing the number. I called into customer service and was told they could not verify my phone. This is because it is a prepaid account. .. .. .. - I made a complaint on Key Bank 's XXXX page after the incident. I was appalled when they asked for my number to assist me. I asked them how safe that would be since they couldn't verify who I am. Someone commented below my response and recommended I report them here.
Company Response: Closed with explanation

Timely Response

2019-06-10

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-06-10

Medford, OR

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: The bank mishandled fraud transactions on my checking account.
Company Response: Closed with monetary relief

Timely Response

2019-06-10

Juneau, AK

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: Looking at my Key Bank home equity loan account I see Key has added a fee of {$210.00} plus {$11.00} to my account and call it Assess Prop Val Fees. I have called Key to find out what these fees are about. I have been transferred from XXXX to XXXX to XXXX and the only answer I got from XXXX was it was for insurance. For what no one seems to know other than I am being charged for it. I told them I already have the property insured and didn't need this nor do I want it. I'll have someone get back with you is what I'm told. When asking when will that happen? After they review it I'm told. I've heard that too many times before and it never happens. It's my money and I don't want them spending it without my approval or knowledge. If Key wants to know the value of my property, they should also pay for it, not me.
Company Response: Closed with monetary relief

Timely Response

2019-06-09

Lewiston, NY

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I called my bank to update my address two different times, my debit card was involved in an undisclosed breach and they sent my debit card to the address i specifically called to remove. After finding this out and being without a debit card for weeks I called and gave a series of intimate questions yet again lasting over 30 minutes just to remove that address. The debit card was eventually sent to a bank for pick up because they consistently sent it to the wrong address even after calling the second time. The support rep never removed the address off of my account and only added my new one to my profile. The debit card was hacked again and I requested a new one a few weeks ago, they promised it would be sent to the correct address, they sent it again to an old address and said it was a computer error, they charged me {$25.00} two different times for it to be re sent and I had to fight them to refund that fee. They still haven't removed the old address from my account and blame me for not having it updated. This has been the worst headache of my life and key bank has been nothing but unhelpful, their untrained employees have me scared that they hold the ability to destroy someone's life financially with the smallest of mistakes. The tracking address I have proves it was sent to a non existent address and yet they claim it was sent to my current address, what lies I've been fed, this company is a sham and needs to be investigated.
Company Response: Closed with monetary relief

Timely Response

2019-06-07

Crystal Mountain, WA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2019-06-06

Leeton, UT

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I applied for a Home Equity Loan with Key Bank starting in the middle or end of XX/XX/2019. I have had many frustrating moments throughout this experience but I will only highlight the primary complaints because they are the mistakes that led to my withdrawal of the application and have negatively impacted my financial options 1. I was misquoted on the rate multiple times ... both over the phone and via email. Ultimately Key Bank decided to honor the rate that I was quoted, but honestly it feels like they have intentionally tried to make the process difficult so that I would withdraw my application. 2. Call after call after call ... .asking for the same items that had already been submitted. Tax and insurance info, employment verification, prior appraisal information ... .just to name a few. I do not mind providing any of these items but to keep asking for them is very frustration ... .there is very poor inter-department communication with Key Bank . 3. I was misquoted on LTV ... .several times, over a period of several weeks. I was told by more than one individual that " because of your good credit and income we can offer you 90 % LTV. This was a critical piece of information because my appraisal came in lower that expected ... the higher LTV was going to make my request make sense for me financially. I would understand if it was a one time occurence that somebody got it wrong but it was multiple conversations. Fortunately Key Bank records all of their phone calls ... so this should be easy to verify. Again ... .this is a misquote on on their underwriting criteria ... not my mistake. I moved forward on the application because of what they were offering. Ultimately, I was misled by Key Bank employees, my initial application was submitted understanding that their guidelines were 85 % LTV ... however they told me that they could do 90 % ... I did not ask for that. I think they should stand behind their offer.
Company Response: Closed with explanation

Timely Response

2019-06-06

CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Today, XX/XX/2019, I received two letters from KeyBank that indicate accounts have been opened in my name. I have never opened these accounts and have no relationship whatsoever with KeyBank.The letters were dated XX/XX/2019. This morning, XX/XX/2019, I called the Key Bank 's published fraud hot line. The number I called is XXXX. I found it at this url : https : //XXXX I explained the situation of the fraudulent accounts to the Key Bank agent , but they refused to close the accounts or verify they even exist unless I provide them with my social security number. This seems unacceptable to me on multiple levels. First, Key Bank is likely negligent in failing to verify my identity and allowing an imposter to open this account in my name. Second, Key Bank makes it *my* problem to resolve the issue, demanding sensitive personal information from me when I never asked for any relationship with them at all, and then essentially wiping their hands of the injury they are causing me, not to mention my lost time.
Company Response: Closed with explanation

Timely Response

2019-06-06

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Company Response: Closed with explanation

Timely Response

2019-06-06

Douglass, PA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: Per KEYBANKs response : KeyBanks records do reflect that you applied to refinance the Account in XX/XX/XXXX. That interaction does not reflect there being a conversation around a Conversion Option. However, if your intention at the time was to exercise a Conversion Option, we regret that topic was not discussed with you at that time. Their regrets above are not accepted. I spoke to the employee at the Branch who handled this transaction prior to filing this complaint and she ADMITTED not knowing the procedure and mistakenly sending me to refinance back in XX/XX/XXXX, when it should have been handled as a CONVERSION - NOT a refinance. Your customer notes have holes in them. Had she handled the procedure properly, we should now have a A 13-year loan instead of a 15. As of our discussion in XX/XX/XXXX - the same employee also stated to me that she DID NOT KNOW HOW THE MANAGER AT THE XXXX BRANCH DID IT and would have to call him to find out. We do not accept your attempt to do a half baked correction saving yourself money. The loan should be retroactively converted to a fixed rate as of the time I requested it in XX/XX/XXXX. It is not my problem your employee was NOT TRAINED PROPERLY TO SERVICE CONVERSION REQUESTS, nor is it my concern that your notes are incomplete because the employee was not trained properly. ALSO your official letter to me, XXXX, misstates our loan terms as 240 or TWO HUNDRED AND FORTY MONTHS. It is A 15-year loan!!! That is 180 months!!! How am I to trust Key if you cant even get my LOAN TERMS CORRECT in an official response to a CFPB complaint? Please respond immediately. Your check for {$640.00} is not an adequate correction.
Company Response: Closed with monetary relief

Timely Response

2019-06-06

Douglass, PA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: During a lengthy conversation discussing the prior CFPB complaint and rectification, I was told that all late fees accrued that were previously not required to be paid until end of loan are now due because they were not rolled into the fixed rate. There should be no change to loan terms other than fixed rate amount due determined by loan length. While I did make several phone calls to the customer service number and had It previously confirmed, as recently as today XXXX - XXXX advised otherwise today. Branch manager XXXX said it should be ok to pay at end of loan as was always the case, but he was not sure. Customer service agents on phone told me ok to pay at end of loan. I did not agree nor was I asked or informed prior to conversion that all accrued late fees would becom due as a stipulation of conversion. Please confirm that as always, if we choose to pay late fees at loan end, we will not be penalized in any way on our credit report. Satisfying the minimum payment due within the 30 day period each month is what is required to keep the loan current and in good standing. Secondly, an additional amount was found to be payable to us, please clarify where the additional funds you offered were found because of our phone call. I do not feel a complete and accurate assessment is being performed.
Company Response: Closed with explanation

Timely Response

2019-06-05

No Haven, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-03

Odell, OR

Improper use of your report

Checking or savings account: Other banking product or service

Reporting company used your report improperly
Complaint: My XXXX report was improperly accessed by KeyBank on XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19. When I inquired about this with the bank, they said there is no record of me applying for an account and therefore no inquiry. No account was ever opened, but they still made 4 inquiries, so either they fraudulently accessed the account, or fraudulently denied an account for some other factor.
Company Response: Closed with explanation

Timely Response

2019-06-03

Warren, RI

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2019 at approximately XXXX XXXX, I was reviewing my account online and saw two unauthorized charges one for {$190.00} and one for {$220.00}. The charges were transfers out of my account via XXXX, which I do not use to a person I do not know. I immediately called the bank and began the fraudulent transaction process over the phone. I had them capture my debit card and send me a new one. I have had no communication from the bank since then and I currently do not have my funds returned or any of the fees that they have charged after returning the items that the {$410.00} were meant to cover. I called the customer service phone number at the end of the first week and all they could tell me was that it was in process. I was able to find a direct number for the fraud department and I called, but the greeting was recorded to dissuade customer 's from speaking with someone. The number is XXXX, I suggest that you listen to the message. The message basically says they have 10 business days and there would be no information available prior to that. Today is the 10th business day and since I do not have my funds returned and available for my use and these are definitely fraudulent transactions they are in violation of REG E. This act of fraud against me has certainly caused me much hardship. I have had to contact the creditors that I had paid with these funds. I have had impact to my standing with them and I have returned check fees and late fees that are now applied to my account. I have had to borrow money from family and friends to make ends meet and I am getting collections calls and emails even after contacting my creditors. An event that is already awful was made worse by the callous, uncaring, and very unfriendly customer process with this bank. Key Bank did not handle this well at all and once this is resolved, I will be leaving.
Company Response: Closed with explanation

Timely Response

2019-06-03

Arlington, VA

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Complaint: On XX/XX/XXXX, Key Bank closed my XXXX account without notification. I had used the XXXX service since 2016, while the service was still part of the XXXX company. It is a service I have used for the past 4 years. XXXX is a financial service that allows users to aggregate their financial data ( e.g., credit cards, checking account, savings, debts ) to view a common, holistic picture of their finances. While the service does not allow for the manipulation of individual accounts ( payments, withdrawals, etc. ), it does aggregate highly sensitive personal financial data ( including account balances, financial relationships, user logins, and user passwords ). I am deeply troubled and concerned by the sudden loss of access to my account. On XX/XX/XXXX, I emailed the support, and received notification of my account closing. This news surprised me as I did not receive warning prior that my account access would be ending, and because I have shared highly sensitive information to this service. Without formal notification of my account closing, I am left in the dark how Key Bank may use and manipulate my data ( and potentially the thousands of other users ) without consent. I request that the CFPB investigate this matter with expediency, and ensure that the consumer 's of Key Bank 's XXXX service are protected against fraud and personal information data leaks.
Company Response: Closed with explanation

Timely Response