KEYCORP

2018-12-20

Lewiston, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Key Bank Mortgage Loan Servicing XXXX XXXX XXXX, XXXX Ohio Summary : The mortgage payment is due on the first of the month but must be received by the XX/XX/XXXX of the month. I have submitted every mortgage payment in a timely manner. I submit all payments by electronic check. Keybank receives the checks 4-6 days after the check is sent. By the XX/XX/XXXX or the XX/XX/XXXX of the month as documented by the bank I send the electronic checks from. Keybank is taking 10-14 days to process the check once received by them. They are then charging a late fee. I have called them. They said that is not possible to take that long to process a check. I sent the proof to them. They did not respond. This is now the second time this has happened. The check was received XX/XX/XXXX. Key Bank then issues a late fee. When I spoke with them, they said, " why don't you just do " Auto-Pay ''
Company Response: Closed with explanation

Timely Response

2018-12-19

Gasport, NY

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-18

Cleveland, OH

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-12-18

Cleveland, OH

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-12-18

Seattle, WA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-12-18

Cleveland, OH

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2018-12-18

Cleveland, 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

2018-12-18

Malden, MA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-12-17

Auburn, WA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-12-17

Lynn, MA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-12-14

Buffalo, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-14

Rochester, OH

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Bought something off someone and paid through XXXX. The product never arrived. {$120.00} purchase.
Company Response: Closed with explanation

Timely Response

2018-12-13

Defiance, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-13

Barboursville, WV

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

2018-12-12

Raleigh, NC

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-12-12

Elyria, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-10

Cleveland, OH

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-12-10

Evergreen, CO

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: In Key Banks rebuttal, they state that they understand the importance of our clients financial wellness and that they are committed to providing excellent service. Key Bank has not demonstrated any of the above ethical behaviors. XX/XX/2018 Key Bank placed a {>= $1,000,000} hold on my account. I had my personal banker email the internal Key Bank employee who had placed the hold requesting the reason such an astronomical amount had been place on my account. Within one minute of the email being sent, the {>= $1,000,000} hold was lifted. No explanation. XX/XX/2018 another {>= $1,000,000} hold was placed on my account. I was directed to Key Banks legal counsel, XXXX XXXX, to obtain the reasoning such another such astronomical hold was placed on my account. Mr. XXXX, Key Banks legal counsel, refused to discuss anything with me in regard to the {>= $1,000,000} hold. This is both highly unprofessional and unethical. After 8 days of having a {>= $1,000,000} hold on my account, on XX/XX/2018 the hold was reduced to {$10000.00}. Again, no explanation for the reduction was given to me by either Key Bank or Mr. XXXX. XX/XX/2018 Key Bank/Mr. XXXX and I were to attend Mediation. However, Mr. XXXX, on behalf of Key Bank, filed a Motion vacating Mediation prior to the Mediation that morning, again avoiding answering the questions regarding the two {>= $1,000,000} holds which were placed on my account. XX/XX/2018 Key Bank closed my account, taking my {$2000.00} funds without any explanation or reasoning. Key Bank has not acted in accordance with their Mission Statement, which is copied below from their Core Value portion of their website. Client Focus Our clients and their financial wellness are the focus of our work. Our decisions are centered around delivering ease, value and expertise to our clients and doing what is best for the communities we serve. We all work together to create a positive impact on individuals and businesses where we work and live. Not once has Key Bank demonstrated that my financial wellness was the focus of their work. I am asking Key Bank to show how their actions with regards to the {>= $1,000,000} provided me with ease, value and expertise to me as a Key Bank client. How did Mr. XXXX not know of the Judgment in Case XXXX on XX/XX/2018 which resulted in a lawsuit against Key Bank ( Case XXXX )? Mr. XXXX law firm claims it was served with lawsuit XXXX on XX/XX/2018, however, XXXX XXXX XXXX has no record of any such filing. How is this possible? Key Banks representative, XXXX ( XXXX ) reached out to me via phone XX/XX/18 at XXXX XXXX. I returned her voice message only to be told XXXX was not available and could not discuss anything with me. XX/XX/XXXX at XXXX XXXX I again called Key Bank and XXXX told me that a Regulatory Agent would be in touch with me. XX/XX/XXXX, I again called Key Bank at XXXX XXXX. I was told XXXX XXXX was the Regulatory Agent assigned to my case. However, XXXX was not available. I asked for her voice mail box and was put on hold for 5 minutes. I was then disconnected. XX/XX/XXXX, I again called to speak with XXXX and was told she would contact me at the appropriate time. I would like Key Bank to explain how their above outlined actions align with their Mission Statement and Core Values. Key Banks unethical actions and lack of concern for my financial well-being has caused me tremendous mental anguish and distress. Key Bank is not a financial institution who places their clients financial wellness as a priority. Key Bank did not provide me with excellent service. Instead, Key Bank refused to communicate with me and avoided answering why a {>= $1,000,000} hold was placed on my Key account twice. Key Bank essentially placed 2 {$990000.00} liens on my account without any verbal or written explanation. Since XX/XX/2018 I have been emotionally and physically distressed about the unethical actions of Key Bank. For 116 days Key Bank has demonstrated the most unethical financial actions and has clearly not had my financial wellness at their concern. I am requesting that the XXXX hold Key Bank accountable to addressing my concerns about the {>= $1,000,000} liens which were place on my account. Why were these liens placed? I am still waiting for Key Bank to respond to my anguish and emotional distress they caused by placing two {>= $1,000,000} liens. On XX/XX/2018, XXXX XXXX told the XXXX in writing that they would respond to my concerns with quality and integrity. To date Key Bank/XXXX XXXX has not followed through on this promise. Another example of Key Banks inability to act in an ethical manner as a financial institution. I await Key Banks responses to clarify their actions against me since XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-12-10

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-12-10

Millville, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I stayed at a bed and breakfast for 7 nights. Owing XXXX, XXXX dollars a night. The owner allowed me to stay, with the promise to pay after I was paid on XX/XX/XXXX. She offered me no copies of anything to support her claim. She photocopied my driver 's license and debit card, which is how she made the fraudulent charges. She demanded cash, at that point, which I withdrew on XX/XX/XXXX, in two transactions at two different XXXX stores, for the owed money. Then, without written consent, or any sort of notification, she also wiped out my entire checking account. Key promised I would have my money back in my account in no less than 48 business hours. I can not reach a supervisor by phone. I can not pay my credit card bill, nor phone bill either this month. Key has done absolutely nothing to get me a replacement card, expeditiously, nor, most concerning credit the fraudulent charge. The owner keeps blowing up my phone and threatening me and demanding for more than she is owed. She has promised to charge my card again for the ficticious amount owed. Key has been cavalier with the concerning issue and done absolutely nothing to repair the damages and losses I've incurred, middle of a move and during the XXXX holiday, they have stood by and done absolutely nothing. Key keeps me on hold for 20-30 minutes at a time and no help has been offered, I'm never allowed to speak to a supervisor. They now claim I will be credited in 10 days. There is zero urgency from them regarding the theft of my money. Key has a long history with me of not responding to ANY of my cfpb complaints, nor ever offering any sort of follow up, nor especially resolution. I'm sure this one will be no different.
Company Response: Closed with explanation

Timely Response

2018-12-07

Bowling Green, 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

2018-12-06

Hamburg, NY

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-12-06

Austin, TX

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-12-05

Auburn, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-05

Wattenburg, CO

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response