KEYCORP

2019-02-01

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-01

Laurel, NY

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2019-02-01

Rochester, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-31

ID

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/XXXX I have opened Key Express Checking account in Key Bank branch ( XXXX XXXX XXXX XXXX, XXXX, ID XXXX ). I never had an account with Key Bank before. This account was opened under the documented, written award agreement, which stated : 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. Full offer text is attached. I have made 4 direct deposits of {$250.00} to my account and 5 debit transactions in the period from XX/XX/XXXX until XX/XX/XXXX, so I had to be eligible for the bonus. After getting a bonus I was going to keep my Key checking account to use debit card in XXXX XXXX, where credit card payment is not available. On XX/XX/XXXX XXXX I had made a call to Key Bank service center ( XXXX ) to check if everything fine with sign-up bonus. I was told that I am qualified, both my direct deposits and bank transactions are fine, and I just need to wait 90 days from the date of account opening. To double check and have a record in person, as I always do with banks, I later went to the local branch and asked again to verify my eligibility, and this time I was told that I am not eligible, as direct deposit was made in installments less than {$500.00}. Local branch clerks made appeal to marketing group, but marketing group of Key Bank refused the request to give me the bonus. I made several efforts to convince Key Bank support clerks and managers that it is illegal to give a vague description of the offer, and then interpret it in a free manner to deprive clients of deserved bonus. During account opening, I also did not receive a proper verbal disclosure about the account coupon terms. I made a search across Consumer Financial Protection Bureau data base and easily found a case similar to mine, also with Key bank and the same offer type : XXXX XXXX XXXX ( case # XXXX ). So, bank is obviously playing an unlawful bait and switch game of semantics with it's customers to avoid paying the bonus money. From account agreement they provided ( both written and verbally ), it does not follow that customers should make transfer of {$500.00} in one single deposit. I keep all records for the case to start a legal action in case the bonus will not be funded to my account.
Company Response: Closed with explanation

Timely Response

2019-01-31

Puyallup, WA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-01-31

Oliphant Furnace, PA

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with explanation

Timely Response

2019-01-30

Damascus, OR

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Company Response: Closed with explanation

Timely Response

2019-01-29

N Haven, CT

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: XX/XX/2019 at approximately XXXX XXXX this morning I attempted to take out {$300.00} at a Keybank ATM machine @ XXXX XXXX XXXX, XXXX XXXX, CT XXXX. The ATM machine was out of funds and was unable to process the transaction but on my bank account record the funds were still taken out of my account even though 1 ) I never got the {$300.00}, 2 ) a receipt of the transaction after the ATM machine spit out my ATM/Debit Card. I have to wait 10 days for the ATM company to investigate to get the funds back. This caused me to be late for work because I had to sit with XXXX and do an claim into their system to dispute the transaction.
Company Response: Closed with explanation

Timely Response

2019-01-25

Baederwood, PA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with monetary relief

Timely Response

2019-01-24

Aurora, CO

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-01-23

N Haven, CT

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-01-21

Hamburg, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX Re : Key Bank Unauthorized Account Change and Subsequent Fees Key Bank Account for XXXX and XXXX XXXX Key Bank Branch XXXX XXXX XXXX , XXXX XXXX XXXX , XXXX , NY XXXX Contacts Made : XXXX XXXX ( XXXX ) XXXX Personal Banker XXXX XXXX ( XXXX ) XXXX Branch Manager XXXX ( employee ID XXXX ) XXXX Complaint Summary : Advantage Account changed to Key Privilege Select Account by Key Bank , which was not authorized, triggering a {$50.00} a month " Maintenance Service Charge ''. The account conversion was an unauthorized change by the bank and totaled {$500.00} in fees. The outstanding unreimbursed amount is {$450.00} ( XX/XX/XXXX-XX/XX/XXXX ). Requested Resolution : Credit the remaining {$450.00} in unreimbursed fees. Attachments in one document : 1 ) XX/XX/XXXX statement reflecting the charge of {$50.00} Maintenance Service Charge 2 ) XX/XX/XXXX statement reflecting the last month the charge was levied ( all other inclusive statements can be provided but also charge the same fee ) 3 ) XX/XX/XXXX statement reflecting a refund of one month 's ( {$50.00} ) charge leaving a total of {$450.00} outstanding unreimbursed To Whom It May Concern : Recently while reviewing my bank statements I determined that as of XX/XX/XXXX I have been charged a $ XXXX monthly maintenance fee for my checking account. I have had the same checking account for decades ( through XXXX XXXX, XXXX, XXXX XXXX and now Key Bank ). The fees totaled {$500.00} before I noticed them on my statement. I had not noticed the fee until recently as my husband of 60+ years had a XXXX that same month ; needless to say this was not a priority since that time. On XX/XX/XXXX I emailed the customer service at the bank to identify the fee. On XX/XX/XXXX Keybank responded that my account was a " Key Privilege Select '' checking account that required a {$100000.00} daily balance to avoid fees. My account was an " Advantage Checking '' and always had been under Key Bank and no fees were levied. On XX/XX/XXXX I called the Keybank Customer Service phone number in the email response ( XXXX ) and asked when this account change was made. XXXX ( employee ID XXXX ) indicated the change had been made XX/XX/XXXX. I explained there must be some mistake as I had not changed my account and that this particular account type would be wholly inappropriate as we are in our XXXX 's, on fixed income, and have never had a balance of {$100000.00}. I was told I would have to see my branch in order to correct the error. At that time fees totaling {$500.00} had been paid. On XX/XX/XXXX I visited the Key Bank Branch ( XXXX XXXX ) with my son, XXXX XXXX, who is helping me sort through this issue. I spoke to XXXX XXXX, Personal Banker. His initial investigation did not yield any indication of why the change was made. Only that the change was, in fact, made in XX/XX/XXXX, but that fees had not been implemented until XX/XX/XXXX. After explaining that no change in account was authorized he indicated he would refund one month 's worth of fees worth {$50.00} and change the account back to an " Advantage Checking '' which is what it had always been. We requested a full refund of all fees again claiming this was a bank error and he indicated that he would take that up with his Manager and get back to me ( us ). This would total an additional {$450.00} for XXXX through XXXX ( XXXX fees were refunded ). On XX/XX/XXXX My Son XXXX spoke with XXXX XXXX again. The bank 's " offer '' was to refund an additional {$250.00} in fees to close the matter stating that " too much time had passed '' and that I might be at fault as I had not been validating my account statements in a timely manner. This was primarily because my husband had a XXXX the same month of XX/XX/XXXX when the charges were being implemented and my attention for months afterward were his care. That being said, it does not seem appropriate for my not catching a bank 's error sooner to be a determining factor for determining accountability. I said that was not acceptable as this was the bank 's error and requested proof of authorized account change ; none was provided. My son requested to speak to his manager. He indicated he would call me back. On XX/XX/XXXX my son, XXXX XXXX, spoke to XXXX XXXX, who identified himself as the branch manager at the Key Bank XX/XX/XXXX location. He re-iterated the offer of {$250.00} in reimbursement and again claimed that too much time had passed to provide full restitution. I mentioned on many occasions that this account change was unauthorized and wholly inappropriate to my long history of which they have full access as I have never met the requirement necessary for an account such as this. When asked how long before a full investigation of the account change authorization could become available we were told by " mid-week next week '' which would have been around XX/XX/XXXX. as of this writing no additional contact has been made by Key Bank. On XX/XX/XXXX my son emailed XXXX XXXX requesting an update. No Response On XX/XX/XXXX my son called XXXX XXXX. No response. On XX/XX/XXXX a claim to CFSB was submitted. I have two concerns ; one is to retrieve the {$450.00} fee money that was charged in error, the other is that this may be an intentional systemic issue to generate revenues and is cause for concern. The account change would be wholly inappropriate for someone that has never had such amounts on deposit in the 40+ year history of the account. Every attempt to resolve the issue was met with resistance, deflection and victim blaming. Thank you for your time. Sincerely, XXXX and XXXX XXXX CC : XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-01-19

Leeton, UT

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-01-18

VT

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: KeyBank Mastercard promises fraud protection, but they're holding me responsible for a large unauthorized charge on my credit card account in the amount of {$690.00}. I reported my card as stolen on XX/XX/2018, the day after the transaction took place. I took the necessary steps to open a dispute and to obtain a replacement credit card. I also set up a fraud alert with the three major credit bureaus. I opted not to open a police report. The business that received payment is located in XXXX, XXXX. They have a website called XXXX where they sell digital, downloadable content related to music. I was unable to obtain an order ID number for this unauthorized purchase. On XX/XX/XXXX, they reversed the provisional credit on my account because I lost the dispute. I asked KeyBank to dispute the charge again, and then waited a month before calling for a status update - I wanted to know why I lost the disputes. Customer service transferred me back and forth between departments for a long while, and then finally explained that they were able to prove that I authorized that transaction, though they explained not how. The customer service agent then hung up on me. KeyBank never called back, and didn't send the promised documentation through the mail. All KeyBank did was provide me with a case reference number XXXX, which I was later told was useless. I feel KeyBank does not treat me fairly or as a valued customer. I've been using their credit card services for over nine years.
Company Response: Closed with explanation

Timely Response

2019-01-17

Freeville, NY

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-01-17

Medina, NY

Trouble during payment process

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

Complaint: On XX/XX/XXXX, I emailed KeyBank and advised them that I have not received statement on my mobile/online banking for over 6 months. Instead, When I click to download my statement, a notice appears telling me that my account is undergoing technical difficulties. Again, I have been receiving this same notice for 6 months or more now. KeyBank responded XX/XX/XXXX, apologized and stated that the issue would be corrected in 4 to 5 business days. My confirmation # for this complaint is XXXX. On XX/XX/XXXX, I logged in to KeyBank again, to view my statement and make a payment. There was no statement and In its place, another notice that my account is undergoing technical difficulties. I Have paid my loan monthly and on time b/c I have received statements in the mail. I have not seen a statement for the month XXXX. I have not received it in the mail, and it is not posted online. I will gladly make payment but need to view my statement first. I do not wish to receive statements via mail, and would prefer statements be posted to mobile site for convenience. Either way, I at least need to see my statement. I e-mailed KeyBank again on XX/XX/XXXX regarding this issue and have had no response back. I Am disappointed with KeyBank service. I have had several issue in the recent past. This now my 3 CFPB complaint. It is the only way things seem to get resolved.
Company Response: Closed with explanation

Timely Response

2019-01-16

Amherst, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-15

Brecksville, OH

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-01-15

Denver, CO

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Company Response: Closed with monetary relief

Timely Response

2019-01-15

Other features, terms, or problems

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

Privacy issues
Company Response: Closed with explanation

Timely Response

2019-01-15

Brecksville, OH

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-01-15

Saint Robert, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-14

Rochester, WA

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-12

Boise, ID

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have been a loyal customer at KeyBank for over 2 years. I had fallen upon some hard times recently and ended up getting my first checking account overdraft fee of {$32.00} about 2 months ago. However, there was a deposit already pending on the same date and KeyBank removed the overdraft fee, stating that it was a 'one-time courtesy waiver ', even though the deposit was clearing showing as pending. Then, about 2 weeks ago, due to an error on the part of my internet service provider, they overcharged me through auto-pay, which overdrafted my account and was charged a {$32.00} overdraft fee. However, there was a small debit of {$10.00} and {$2.00} for other expenses, for which I was hit with " Tier II Service Charges '' of {$37.00} each. Frustrated, I contacted KeyBank and spoke with a Supervisor. After much discussion, the Supervisor refunded two of the three " Tier II Service Charges '' ; however, I still had to pay the {$32.00} overdraft fee from the internet service provider auto-pay, as well as the third remaining {$37.00} in " Tier II Service Charge '' for an auto-pay electric bill that added to the overdraft. The Supervisor explained that the first overdraft charge is {$32.00}, but all future overdraft fees are assessed at {$37.00} each. This is absolutely unjust, immoral, unethical and obscene! What justifies a {$5.00} increase for each overdraft fee? Additionally, the problem with the fees is that there was also a bank transfer pending long before those charges. This is evidenced by two small confirmation deposits made by the issuing bank to confirm my account, as it shows up on my statement several days prior to the fees. However, the Supervisor denied this fact and stated that the bank transfer only happened after the fees were assessed, even though I have screenshots showing the small confirmation deposits. I was only waiting on KeyBank to finalize the deposit. Instead, they were all too happy to assess {$110.00} in overdraft charges when they knew that a {$300.00} deposit only needed to be finalized into my account. Nevertheless, my account was back in the positive after the bank transfer occurred. I kept an eye on my account, which showed no other pending charges and still a positive balance. However, upon receiving my direct deposit pay yesterday, I was again hammered with three {$37.00} Tier II Service Charges ( totaling {$110.00} ) for debits that allegedly placed my account into negative status the day prior to the deposit, even though my account did not reflect any pending charges that would place my account into negative status. Again, I am faced with having to pay {$110.00} in " Tier II Service Charges '' that are unnecessary, and quite frankly, robbery/theft of my money. I have attached screenshots of the fees, along with when they were assessed, so that you may see for yourselves the heinous business practices of this banking institution. This is absolutely criminal what KeyBank is doing by cunningly holding charges until the day prior to a deposit ( intentionally causing the account to be placed into negative status ) and then assessing fees on them, even though the account never reflected any charges pending even unto the day of the deposit. It is obscene and something MUST be done to prevent such rampant theft by institutions that people place their trust in to handle their finances.
Company Response: Closed with explanation

Timely Response

2019-01-11

Mission Hills, KS

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Company Response: Closed with explanation

Timely Response