KEYCORP

2019-04-12

Alafaya, FL

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2019-04-12

PA

False statements or representation

Debt collection: Private student loan debt

Attempted to collect wrong amount
Complaint: In XXXX or XXXX after my two loans were transferred to KeyBank I called to set up payments. I arranged to make a XXXX XXXX monthly payment on each of the two loans and that payments would start the beginning of the month after following month. I then received in the mail an invoice that had a due date for the following month. I called and was told that what I was told on the phone about when the payments would start was a " mistake. '' I then started getting invoices but realized that I was only be invoiced for one of the two loans. So I started sending in a {$150.00} payment with the statement to cover both loans, But as the uploaded document shows, KeyBank was only credited one of the two accounts. So essentially I was never billed for one of the two accounts. And then at some point KeyBank stopped sending any bills/statements to me. I had no address where to send any payments ( the uploaded document I just happened to stumble upon recently buried in a folder with other documents ) so I just stopped payments. And then I heard nothing from KeyBank for over two years. Then I get a letter asking me to call. Because I had an experience of being told things by phone that turned out not to be true, I communicated in writing twice, with offers of lump sum payments to settle both debts. I never got acknowledge from KeyBank that I had ever communicated with them, just generic " please call '' letters. Then I get a letter saying I am in default.
Company Response: Closed with explanation

Timely Response

2019-04-11

Eastmont, WA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I have submitted 2 requests to close my checking account at Key bank. One of the requests was submitted in writing via email and the other was submitted verbally over the phone. I was told by a customer service rep on XX/XX/19 @ XXXX XXXX that they would not close my account even if I were to go into a local branch.
Company Response: Closed with explanation

Timely Response

2019-04-11

Cleveland, OH

Struggling to pay mortgage

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

Company Response: Closed with explanation

Timely Response

2019-04-10

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-04-10

Glendale, CO

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-04-09

Columbus Boro, PA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-04-09

South Bend, IN

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-04-09

Rochester, WA

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2019-04-09

Hamburg, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2019-04-08

Cornelius, OR

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-04-08

Cataldo, ID

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Complaint: I was notified by my XXXX monitoring service that an account was opened by Keybank using my social security number. I have never used Keybank and have never opened an account with them. I do not live any where near a branch of Keybank. I contacted Keybank in XX/XX/2019 to find out who, why and what type of acct was opened using my social security number. Keybank would only confirm that an acct of some type was opened in XXXX, Oregon at the XXXX and XXXX Branch with my social security number but not my name. I then contacted XXXX the branch manager in XXXX. She did confirm that they had opened some type of acct for a known customer with my social security number. It took several days for this client to come in and provided their correct social security number. XXXX reassured me that this was a mistake and that it was corrected. She would provided no information about what type of acct was opened. She reassured me that the bank legal department would send me a letter in writing clarifying that they removed my social security number from the acct and would no longer use my number on further accts. XXXX stated it was just a " mistake '' not fraud. This discussion took place in XXXX and I waited until XXXX thinking a letter would be arriving in the mail. No letter and no further contact by Keybank was made. I contacted the branch manager again on XX/XX/19 and she told me she called the executive legal department and that they would be calling me by the end of the week. She stat that she herself would also call me on Friday, XX/XX/19, to make sure the legal dept had made contact. As of today, XX/XX/19, I have not heard from Keybank or from XXXX the branch manager. Over the weekend I did post on Keybanks XXXX " visitor post '' my story. I did receive a post back saying they would " look into this for you. We'll let you know as soon as we have any updates. '' However, I still have had no contact from the legal department, XXXX or Keybank representative. Today I finally contacted the FTC and they gave me the phone number for CFPB so that I could file this complain.
Company Response: Closed with explanation

Timely Response

2019-04-08

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-04-08

Briggs, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-04-08

Aurora, CO

Problem with a credit reporting company's investigation into an existing problem

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

Problem with personal statement of dispute
Company Response: Closed with monetary relief

Timely Response

2019-04-08

Keyport, WA

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-05

NY

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: My situation involves Key Bank, XXXX. XXXX, in XXXX, XXXX XXXX There have been numerous phone calls that have gone unanswered. When I was told I would get a return phone call first thing in morning, I cancelled engagement to be available. Upon checking, I was told Place was a zoo..by the manager. I brought another interested party to the bank..since phone calls were insufficient. We spoke to XXXX XXXX who originally handled the transaction on XX/XX/XXXX We needed to wire money to complete real estate transaction. Besides my funds in different accounts in Key Bank, we presented check for XXXX. We were told we had to wait a few days for check to clear. I decided to use line of credit since time was of essence ... but I wanted it paid off in full as soon as check cleared. It was deposited in my checking account. On XX/XX/XXXX I deposited an additional XXXX since I was soon to leave for our new home in Florida. I asked teller and XXXX XXXX to make sure loan was taken care of. They assured me it was. I left for Florida on XX/XX/XXXX. Got a phone call from XXXX XXXX asking what I wanted to do about loan. I was shocked ... but not turn back. Asked her to please take care of it and send transaction copies to me. When I returned and opened mail I could not understand transactions. Two of us in XXXX 's office heard her say she mad mistake but couldn't rescind resulting {$290.00} charged as interest. I asked to speak to manager. She was busy. I again was told she was unavailable ... and phone call was answered by third person who apologized for Place being a zoo and I should get an answer in a week. Of course ... no answer came. I have been with this bank for over 50 years..it has never been so unresponsive. I appreciate your intervention. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Y. XXXX
Company Response: Closed with monetary relief

Timely Response

2019-04-05

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a home mortgage with KeyBank that was originated by its predecessor XXXX XXXX Bank in 1997. I received a letter from KeyBank in mid-XXXX requesting proof of hazard insurance for my property at XXXX XXXX XXXX in XXXX ( town of XXXX ), N.Y. My insurance agent provided documentation of this in an e-mail sent XXXX XXXX to XXXX, as requested in the bank 's letter, and copied to me. On XX/XX/XXXX, I received from the bank a " second and final notice '' ( dated XXXX XXXX ) requesting proof of insurance and warning me that the bank would purchase insurance on my behalf if I failed to provide proof in insurance. On XX/XX/XXXX, I called the customer service number listed on this letter ( XXXX ), where a bank employee informed me that the information we'd sent XXXX XXXX had been received and that the bank would " escalate '' its review of this material and get back to me. I received no response. Instead, on XX/XX/XXXX, I received a third letter informing me that the bank had purchased an insurance policy on my behalf at a cost of {$1800.00}. This is completely unnecessary as my property is already insured and has never lacked coverage since I bought it in 1997. On XX/XX/XXXX, I called the bank 's mortgage customer service number ( XXXX ) and was advised to send my proof of insurance to XXXX XXXX, a manager in the bank 's mortgage department. I sent this material and a cover letter by fax at XXXX and also sent the proof of insurance to her e-mail, XXXX. I have received no response. As the principal due on my mortgage is less than {$8000.00}, and as the mortgage carries no prepayment penalty, I paid the remaining balance due with a check mailed XX/XX/XXXX. On XX/XX/XXXX, I received a letter from the bank saying that to settle my loan in full, I would still need to pay the additional {$1800.00} plus a {$50.00} closing fee. I do not expect to pay for this additional, unnecessary insurance policy that KeyBank arbitrarily chose to purchase on my behalf. The bank has been completely unresponsive to my communications and my multiple attempts to resolve this directly with them.
Company Response: Closed with explanation

Timely Response

2019-04-03

NY

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Complaint: Key Bank has been sending me Commercial Loan Statements and Demands For Payment regarding loan # XXXX, amount {$4600.00}. I have several times asked Key Bank representatives for a history of this loan, for all supporting documents, including all statements and payment records, and I have received no documents.
Company Response: Closed with explanation

Timely Response

2019-04-02

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2019-04-01

Bohemia, NY

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-03-30

Phila, PA

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-03-29

Kings Ferry, NY

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-03-29

Branford, CT

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-03-29

Rochester, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response