KEYCORP

2019-03-12

Harsens Is, MI

Closing on a mortgage

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

Company Response: Closed with monetary relief

Timely Response

2019-03-11

Boulder, CO

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Key Express Checking opened XX/XX/XXXX. Terms of account not in agreement with original details outlined in account. Fees charged for both lack of deposits and minimum balance. Closed account about XX/XX/XXXX. Asked for a debit card for my savings. Was told via customer service on XXXX ( XXXX ) XXXX that the account can not be used with a card. I was given a generic ATM withdrawal card, told that a Hassle Free checking would be opened to honor a debit card to be used with the account. The result was the same Key Express Checking account being reopened that I previously closed.
Company Response: Closed with monetary relief

Timely Response

2019-03-11

Damascus, PA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2019-03-08

CT

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: Long story short, a tenant security account was opened at XXXX XXXX. The bank changed hands a couple of times and now no one can find my account. Details : On XX/XX/XXXX, I opened a tenant security account at XXXX XXXX and deposited {$850.00}. In the meantime XXXX XXXX was bought out by XXXX XXXX on or about XX/XX/XXXX. They were then bought out by Key Corp on or about XX/XX/XXXX. In XXXX my tenant moved and I tried to retrieve their security deposit only to be told by Key Bank that they had no record of my account. They suggested that I contact the CT Dept of Treasury Unclaimed Property Division. I did, and they have no unclaimed funds in my name. I had to pay the tenants out of my pocket and figure out who to make a complaint to. I don't know how or when my account was lost, only that I'm due {$850.00} plus interest from XXXX. I still have my account pass book showing my deposit. My account is # XXXX. My name XXXX XXXX and my mother 's name XXXX XXXX are on the account. ( My mother would handle my affairs when I was deployed with the XXXX ).
Company Response: Closed with explanation

Timely Response

2019-03-08

Indianapolis, IN

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with monetary relief

Timely Response

2019-03-08

Amherst, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Key Bank is confused about my 'Grandfathered ' checking account from XXXX XXXX , which had no maintenance fees or monthly transactions requirement, they took over in XXXX. And starting in XXXX have decided without my awareness or consent, to charge {$50.00} maintenance fees on an irregular basis. I have been using this account only as a depository for a small monthly electronic deposits from pension plan and have failed to monitor it regularly to catch these rough 'unjustified maintenance fees, until XX/XX/XXXX. My request to refund these charges and to explain what happened to my 'No Fee ' account after these many years of the account being maintained without fees have not been resolved by Key Bank . What is really hurtful, even though I was told and assured there would be no additional fees while my complaint is being 'researched ' for last 2 months, 2 more {$50.00} fees were deducted from my account!
Company Response: Closed with explanation

Timely Response

2019-03-07

Mount Holly, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: In late XX/XX/XXXX I got a letter in the mail to open account with them and get {$200.00} if I do a direct deposit and maintain a minimum balance. I had my check going into 2 banks already I added them in for {$200.00} to start with. It takes two 14day cycles to see your action. I month and a half I tried to log in and I could not because of the demands they ask to you put this and that before they will talk to you. With difficulty to get to talk to them or been able to log in. I was very much discouraged to make contact. Bank location was 10-15 miles from my home. I let it go since this account was meant to save only. I never withdrew any thing during its life. Some how I got into the account 2 months later and checked that the deposit was in. I increased to $ 1000+ a check. Then I left it alone till now when it has 32000 in it. When looked at it after that long they have charged me {$50.00} times 2 for low balance as maintenance fee when i did not have any activity in my account. I have never withdrawn from XX/XX/XXXX to XX/XX/XXXX. I asked them to at least refund my {$100.00} fee if they are not going to give me {$200.00} gift they were going to give. On XX/XX/XXXX I called and I was promised some one will call me back. I waited till Wednesday, Still no call back but I called they again took the message. Today XX/XX/XXXX, I called again and held on phone for 32 minutes and they still say that they cant help me. They call themselves privileged team for privileged accounts. I am going to the branch and close the account by XXXX today.
Company Response: Closed with explanation

Timely Response

2019-03-07

Albany, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-03-07

Sacramento, CA

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 non-monetary relief

Timely Response

2019-03-05

Cairo, WV

Getting a credit card

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

Sent card you never applied for
Complaint: Received a new credit card that I did not request. I received the card on XX/XX/2019. The card was sent from Keybank Card Ops - XXXX XXXX XXXX, XXXX, Ohio, XXXX. On XX/XX/2019 I sent Key Bank an email asking why I received the card. They responded by requesting account information that I did not supply. I am concerned that this is a scam since I did not request the card. I sent a follow-up email on XX/XX/2019 stating that their bank sent me a credit card that I did not request. Isn't that against the law? I received a call from " the bank '' on XX/XX/2019. I was not at home. They left a message. On XX/XX/2019 I called the bank and spoke to a representative. Of course that requested my account info. I refused. Asked if they could look up my account utilizing my full name and address. She said they could not ... which I find hard to believe. I would just like to know why they sent me the card. Thank you.
Company Response: Closed with explanation

Timely Response

2019-03-04

OH

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX, I made a purchase online to XXXX XXXX using my husband 's debit card. Within 5 minutes, I cancelled the transaction with XXXX XXXX. I received an email from XXXX XXXX advising the order was cancelled. I called Key Bank same day and was advised the hold for {$690.00} would be released on XX/XX/XXXX. This did not happen. I called Key Bank on XX/XX/XXXX and was advised the hold would be released on XXXX. This did not happen. I called Key Bank on XXXX and was told the hold would be released on XXXX. In addition, I was advised that I should go ahead and file a dispute if the hold was not released on XXXX. I went ahead and filed the dispute. The hold was not released on XXXX. I called Key Bank back again on XXXX. I spoke to a Supervisor XXXX, Employee # XXXX. She told me nothing could happen because it was a Sunday and to call back on Monday to the same customer service number. Then, I could be transferred to the dispute department to have the hold released. I called Key Bank on Monday XXXX XXXX. I spoke to a representative who told me the fastest way to get this hold released was to do a 3-way call with XXXX XXXX, Key Bank and myself. So I did a 3-way call. I spoke to a Supervisor XXXX and after over 1 hour, XXXX XXXX had provided all of the authorization information proving the transaction was cancelled on there end. I was told by Supervisor XXXX that he personally went in and released the hold. I looked at my account later on XXXX to notice the hold was not released. I called Key Bank again and spoke to Supervisor XXXX again. She told me there is nothing else she can do. I may have to wait up to 10 business days for this to be released. This is not acceptable. I demanded she contact the dispute department, as she had advised me on Sunday, to have the hold released. XXXX came back on the line to advise the hold will be released today XXXX or tomorrow XXXX. This is not acceptable. Key Bank has held on to my money for 5 days now. I then contact the Key Bank Consumer Relations Department and spoke to XXXX. She took my complaint and advised someone would contact me in 24-48 hours. So, now at XXXX EST on Monday, XX/XX/XXXX, I STILL do not have my {$690.00} put back in my account.
Company Response: Closed with monetary relief

Timely Response

2019-03-04

Hudson, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-04

Binghamville, VT

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-03-04

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-03-02

Oceanside, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-03-02

Orchard Park, NY

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-03-02

Federal Way, WA

Incorrect information on your report

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

Complaint: In XXXX of 2013 my husband and I went through a loan modification to restructure our debt. At the time we had 3 home equity lines of credit through Key Bank. All were included in the new loan. We have recently tried to secure a new home loan and discovered that not only are these account still listing balances when they should not be but are each listed in duplicate on our credit reports showing us as having {$160000.00} in collection accounts. We have attempted to contact Key Bank and have also disputed these accounts with the credit bureaus. Due to our disputes, XXXX has updated their reporting showing two of these accounts as " PAID IN FULL WAS A CHARGE-OFF '' and the third account was deleted entirely.
Company Response: Closed with explanation

Timely Response

2019-03-01

Columbia, WA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-03-01

Indianapolis, IN

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX I wrote a check that was presented electronically. On XX/XX/XXXX the same check was then presented as a paper check. I disputed the item on XX/XX/XXXX, but it was rejected. A few days later I called back and was told a manager would call me, but did not receive a call. I waited a few days later and called back in, but was unable to reach anyone. I attempted to resolve through online chat, but was told I'd have to call in. I then tried to call in and another dispute was processed. I asked to speak to a manager who said it was the wrong dispute. She transferred me to the branch who then processed the exact same dispute which was again rejected. I went into the branch and was assured that it would be resolved, but it has not. I have been assed {$180.00} in overdraft fees and there is still no resolution as of XX/XX/XXXX. I am told to expect a call on XX/XX/XXXX. Total loss is {$220.00} and no one is actually calling back as promised.
Company Response: Closed with monetary relief

Timely Response

2019-02-28

Cottonwd Hgts, UT

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2019-02-28

OH

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: XX/XX/2018 a {$1.00} XXXX XXXX Trial for Funding Cost Me almost {$1000.00} overdraft fees {$650.00} paid for an appraisal that was to be Refunded. Then Key Bank Put My account in XXXX XXXX for {$100.00} plus Dollars. Then wrote me and said it was a mistake I have not gotten any of my money back to this day.
Company Response: Closed with explanation

Timely Response

2019-02-27

Cleveland, OH

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-27

Walden, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2019-02-27

Clifton Park, NY

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Company Response: Closed with monetary relief

Timely Response

2019-02-26

Albia, NY

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response