KEYCORP
Consumer Complaints
There are over 3585 complaints on file for KEYCORP. Dated between 2019-12-10 and 2011-12-08.
Complaints Page 15
2019-03-29
Indianapolis, IN
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2019-03-28
Closing an account
Checking or savings account: CD (Certificate of Deposit)
Can't close your account
Company Response: Closed with explanation
2019-03-28
Brickerville, PA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Closed with explanation
2019-03-28
IN
Problem when making payments
Payday loan, title loan, or personal loan: Installment loan
Complaint: I have had consistent issues with KeyBank 's web site as well as making payments and completely LOST IT on them tonight.
They are always placing blame on the bank, or sorry we are having issues with our site and then charging late fees!
Like I have time to sit and monitor when my payment goes through, when it doesnt, and when their site decides to work.
I want ALL late payments reversed.
Please see documentation showing payments being made then for some unknown reason which Key can not figure out, they disappear into never never land and no one can tell me why the payment has not cleared my bank.
Of course its the banks fault.
I have double checked the account, its accurate.
Please see the uploads and assist. I think they are trying to obtain a boat that is almost paid off and sell it.
I actually re added the account and it says it already exists, just to verify the account number and routing is accurate.
ITS THEM! Please assist. This is unbelievable. I love the customer service rep tonight that said, " I understand your frustrated .... '' with a TUDE. I mean REALLY?? Its not a problem that you, Key Bank, are having major issues accepting payment from a legit bank account and I am the problem?? That I say Its YOU? That is a problem??
They need to get on the ball and explain WHY my payments are not being cleared.
Thank you.
Company Response: Closed with explanation
2019-03-27
Spfld, OH
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
2019-03-27
NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-03-27
ID
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Complaint: I opened a checking account with Key Bank online on XX/XX/XXXX. At opening, I used code XXXX, which promised to give me {$300.00} after direct depositing {$500.00} and making XXXX qualified debit card transactions within 60 days after account opening. Partial text from the account agreement disclosure is : " OFFER IS AVAILABLE TO CLIENTS WHO DO NOT HAVE OR HAVEN'T HAD A KEYBANK HASSLE-FREE ACCOUNT, OR A KEYBANK CHECKING ACCOUNT WITHIN THE LAST 12 MONTHS. MAKE A DIRECT DEPOSIT OF AT LEAST {$500.00} AND A COMBINATION OF FIVE DEBIT CARD AND/OR BILL PAYMENTS WITHIN 60 DAYS AFTER ACCOUNT OPENING TO GET {$300.00}. DIRECT DEPOSIT TRANSACTIONS ARE LIMITED TO : PAYROLL, SOCIAL SECURITY, PENSION AND GOVERNMENT BENEFITS. LIMIT ONE GIFT PER QUALIFYING ACCOUNT. " By the end of XXXX, I have made {$1000.00} in direct deposits and 7 debit card transactions, however Key Bank refused to give me bonus stating that deposit must be single. I complained to CFPB with the reasonable explanation that no word " Single '' is used in the text of the advertisement attached to the agreement signed by me and bank can not voluntary interpret text of the conditions ( CFPB complain # XXXX ). Key Bank refused to admit its fault, stating that " We have confirmed, on XX/XX/XXXX, you opened a Key Express Checking account thru key.com. During your account opening you entered the marketing code of XXXX. Pursuant to your request your account was successfully opened. During the account opening, you agreed to the stipulations set forth within the marketing material ( copy enclosed ). In regards to your Account ending in XXXX, the required combination of five ( 5 ) debit card and or Bill Payment transactions were fulfilled within the 60 days of account opening. We confirmed a Direct Deposit of {$500.00}. Was completed on XX/XX/XXXX, which was greater than 60 days from the account opening date. For your review, I have enclosed a copy of your last three ( 3 ) monthly statements.
Subsequently, the Account did not qualify for the {$300.00} premium. We found no bank error, any request of monetary credit was denied. '' 1 ) Key Bank in its reply substituted the reference to the official text of the offer XXXX disclosure attached to the agreement with reference to some advertisement which I even did not see and which was not part of the agreement between me and bank.
2 ) There is no text in the agreement between me and Key Bank that offer XXXX has hidden part with more detailed information in the form of advertisements distributed somewhere.
3 ) Official text of XXXX says that " MAKE A DIRECT DEPOSIT OF AT LEAST {$500.00} AND A COMBINATION OF FIVE DEBIT CARD AND/OR BILL PAYMENTS WITHIN 60 DAYS AFTER ACCOUNT OPENING TO GET {$300.00}. ". This text does not limit the direct deposit to single or to multiple, especially considering next part of the official advertisement " DIRECT DEPOSIT TRANSACTIONS ARE LIMITED TO ... ", indicating that there could be multiple transactions.
4 ) For example, this is how other banks are writing clear and non-ambiguous offer disclosures : " Within 150 days of your account open date, receive a cumulative monthly total of {$3000.00} in qualifying direct deposits to the checking account opened for this bonus offer for three consecutive months. '' 5 ) Key Bank offer is a bait and switch fraud, when official offer disclosure is made vague and bank refuses to pay bonus for using client 's money supporting its decision by marketing materials having nothing to do with official agreement.
I do hope that Key Bank reconsiders its decision and issues bonus for using my money as promised.
Company Response: Closed with explanation
2019-03-26
Denver, CO
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with explanation
2019-03-26
Rome, NY
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with monetary relief
2019-03-24
Odell, OR
Closing an account
Checking or savings account: Checking account
Fees charged for closing account
Complaint: On XX/XX/XXXX I opened a KeyBank checking account ( KeyExpress CheckingAccount Routing Number : ending in XXXX ; Account number : Ending in XXXX ) using promotional coupon code " XXXX ''. I funded that checking account with an initial deposit of {$50.00} ( XXXX dollars ).
On XX/XX/XXXX I contacted KeyBank by phone and requested to close that checking account. The KeyBank representative stated that she was unable to close the account due to a " pending transaction ''. I found that an unusual reason not to close the account, but I agreed to call back at a later date, once the pending transaction had cleared.
On XX/XX/XXXX : I contacted KeyBank by phone and once again requested to close the checking account. I was transferred to a representative named " XXXX '' who posed several barriers to me closing the account. She used several tactics and tried to coerce me not to close the account. After several minutes on the phone, I insisted that I wished the checking account to be closed immediately. " XXXX '' then said that I would be charged a fee for closing the account. I disputed that claim since the terms and conditions that I signed upon opening the account didn't contain that information. It seems that charging customers a fee for closing a checking account that has been in good standing, without any derogatory marks or transactions, would be an illegal act. At the time I asked to close the account, the available account balance was {$50.00} ( fXXXX dollars ).
Several days later, I received a check from KeyBank for the remaining funds in that checking account : {$25.00}. Therefore, KeyBank kept 50 % of my initial deposit as an arbitrary fee ( and as a way to punish the consumer ) for closing the account.
Please assist me in recovering the {$25.00} I'm still owed by KeyBank.
Thank you.
Company Response: Closed with monetary relief
2019-03-22
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with monetary relief
2019-03-22
Glendale, CO
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2019-03-22
Cleveland, OH
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2019-03-20
Cheektowaga, NY
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with explanation
2019-03-20
Carbonville, UT
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Closed with monetary relief
2019-03-19
Chester, NY
Opening an account
Checking or savings account: Checking account
Unable to open an account
Complaint: I tried to open a chance bank account it was denied because of a bad report they received from XXXX it was probably because key bank closed me an account because of a XXXX check of a deposit XXXX $ that wasnt on my nam I didnt know that is a problem and i believe that this happeneing to everyone I dont know they making Big deal of that hope there is a way out because if not a dont know if its possible to leave in this world if for every XXXX thing they gon na destroy my live
Company Response: Closed with explanation
2019-03-19
NY
Managing an account
Checking or savings account: Savings account
Fee problem
Complaint: On XX/XX/XXXX there was a transfer from KEYBANK to KEYBANK account. I erroneously was charged a {$34.00} overdraft fee when there was no overdraft. My balance was XXXX. Overdraft charge of {$34.00} made my account $ XXXX.
On XX/XX/XXXX at XXXX I made deposit into account via ATM AT a branch in XXXX NY , which was {$44.00} to bring account to {$10.00} while I disputed the gauging Overdraft. I didnt want to have it negative.
The deposit did not register I notified branch personnel on site they told me to call 800 and dispute it. I did call and dispute it.
On XX/XX/XXXX, KEYBANK charge my account a 'recurring overdraft charge ' of {$28.00} while ignoring my complaint and not repairing error that occured on XX/XX/XXXX and at ATM on XX/XX/XXXX XXXX
Company Response: Closed with monetary relief
2019-03-18
Niskayuna, NY
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Closed with explanation
2019-03-17
Hamburg, NY
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: In the Fall of XXXX, my late husband XXXX mailed a check in the amount of {$14.00}, drawn on our joint Key Bank checking account, to XXXX XXXX of XXXX XXXX, for a reference book that they advertised. ( XXXX passed away in XX/XX/XXXX. ) Without our knowledge, the people behind XXXX XXXX manufactured checks with our account information and XXXX name. Over the following three years, a total of twenty-five checks were forged, all but two made payable to XXXX XXXX and submitted for payment. ( One was payable to XXXX XXXX and one was payable to XXXX XXXX ). The checks were not signed, but had a stamp on the signature line that read No Signature Required.
Key Bank accepted and honored the fraudulent checks, and paid out {$60000.00} from our account over a three year period.
In XXXX of XXXX, I was contacted by the US Postal Inspection Service and was informed by Postal Inspector XXXX XXXX that {$60000.00} had been taken from the Key Bank account, and that two individuals have been arrested on federal charges for an elder fraud scheme run through XXXX XXXX.
According to a news report, USPIS Inspector-in-Charge XXXX XXXX XXXX in a statement said that XXXX and XXXX XXXX exploited victims by fraudulently using their bank routing numbers and bank account number to produce counterfeit checks.
When my son XXXX contacted Key Bank, he was told by a manager that they considered that XXXX original {$14.00} check amounted to consent to their honouring all future checks submitted to the bank by XXXX XXXX.
Company Response: Closed with explanation
2019-03-16
Hamburg, NY
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: Overdraft protection plan issue. I am elderly, XXXX and XXXX. I receive direct deposit for my pension and social security monthly. Every month I am charged a significant amount of fees equal to {$38.00} each. I dont receive monthly statements and when I call by phone to try and reconcile my account I incur additional charges because I call multiple times to try and understand what is going on with my account. I dont have access to Internet nor a computer due to my limited income situation. Most recently my income tax refund was also direct deposited. My account is always in the red and when I call by phone I stop counting the {$38.00} charges after I reach 7 x {$38.00}. I feel I am being penalized because I cant see a statement and dont understand the overdraft protection plan on my checking account. I have been a checking account holder for several years dating back to XXXX XXXX XXXX and due to merger activity my account is now held by KeyBank. I need help. I cant afford these multiple {$38.00} charges each month and I cant afford to pay to dial a number to try and get my account details over the phone. I need monthly statements at no charge. Now KeyBank starts charging you after so many phone calls to their contact center.
Company Response: Closed with monetary relief
2019-03-14
Weston, ID
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Complaint: On Thursday, XX/XX/2019 I deposited about {$800.00} cash & check into an ATM for my bank ( Key Bank ) at around XXXX XXXX. I understand that it normally takes some time for deposits to go through. Over the weekend I made 4 purchases using my paypal which is linked to my checking account understanding that the charge would take place after my money was added to my checking account. On XX/XX/XXXX I reviewed my account to see that on the XX/XX/XXXX all of the transactions went through at XXXX, including the deposit, however Key Bank decided to process the withdrawals before the deposit ( even though they all released at the same time ) and charged me 4 overdraft fees, one for each individual purchase, at {$37.00} each for a total of {$140.00}. They then applied my deposit and subtracted the {$140.00}.
I went in to dispute this on XX/XX/XXXX and I was told that's just the way it's going to be but that they could reverse one of those overdraft charges. This was through a teller at the front, and even though she offered for me to speak with the manager, the manager refused to see me. I feel like it was unfair for them to process the charges before the deposit so they could charge me an exorbitant overdraft fee despite the fact that all the transactions went through at the same time, and that I should have been able to get all 4 overdraft fees reversed.
Company Response: Closed with explanation
2019-03-14
Mount Vernon, WA
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
2019-03-14
Aloha, OR
False statements or representation
Debt collection: Other debt
Attempted to collect wrong amount
Company Response: Closed with explanation
2019-03-13
ID
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Complaint: I opened a checking account with Key Bank online on XX/XX/2018. At opening, I used code XXXX, which promised to give me {$300.00} after direct depositing {$500.00} and making 5 qualified debit card transactions within 60 days after account opening. Full text from the account agreement disclosure is : " OFFER IS AVAILABLE TO CLIENTS WHO DO NOT HAVE OR HAVEN'T HAD A KEYBANK HASSLE-FREE ACCOUNT, OR A KEYBANK CHECKING ACCOUNT WITHIN THE LAST 12 MONTHS. MAKE A DIRECT DEPOSIT OF AT LEAST {$500.00} AND A COMBINATION OF FIVE DEBIT CARD AND/OR BILL PAYMENTS WITHIN 60 DAYS AFTER ACCOUNT OPENING TO GET {$300.00}. DIRECT DEPOSIT TRANSACTIONS ARE LIMITED TO : PAYROLL, SOCIAL SECURITY, PENSION AND GOVERNMENT BENEFITS. LIMIT ONE GIFT PER QUALIFYING ACCOUNT. LIMIT ONE GIFT PER INDIVIDUAL. THE GIFT WILL BE REPORTED ON FORM 1099-INT. THE GIFT WILL BE DEPOSITED WITHIN 90 DAYS OF MEETING REQUIREMENTS. ACCOUNT EARLY CLOSURE FEE OF {$25.00} APPLIES. OTHER MISCELLANEOUS CHARGES MAY APPLY. ACCOUNTS OVERDRAWN OR CLOSED AT TIME OF FULFILLMENT ARE NOT ELIGIBLE FOR THE GIFT. '' By the end of XXXX, I have made {$1000.00} in direct deposits and 7 debit card transactions ; this corresponds to the offer conditions above. On XX/XX/XXXX, I made a call to the customer support to check if everything is fine with qualifications for the bonus. I was told that I was not qualified because SINGLE deposit of {$500.00} was needed ( there is no such word as SINGLE in the account description ). I called again to say that disclosure conditions shown above do not specify single or multiple direct deposit requirements. Support clerks insisted that the bank implied a single direct deposit in this agreement. Thus, there is substitution of the official terms in the account agreement by implications made to waive bank liability of bonus payment. In the case when parties sign written agreement, the agreement defines rights and obligations, and not subauditions by any of the parties. My offer does not say the direct deposit must be SINGLE or NOT MULTIPLE. It is unworthy for the reputation of the respected bank to ditch bonus payments using ambiguous offers conditions with hidden meaning. I do hope that Key Bank reconsiders its decision and issues bonus for using my money as promised.
Company Response: Closed with explanation
2019-03-13
Tenino, WA
Closing an account
Checking or savings account: Checking account
Company closed your account
Company Response: Closed with monetary relief