KEYCORP

2018-11-17

Millville, CA

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: I got an insurance reimbursement from XXXX XXXX. Key bank lied to me all day. Supervisor XXXX promised to call me back and gave me a bogus email address that wasn't responded to either. After calling all day, canceling my check with XXXX and them reissuing a new check. Key finally tells me that they don't accept mobile deposited insurance checks. I am living in my car, in the winter and they kept me from having access to this desperately needed money. Supervisor XXXX blatantly lied to me and had no intention of helping me. I'm still unable to cash/deposit this check, as I am two states away from Key bank footprint. I have no access to the beanch which is what they are saying is the only way for me to deposit or cash this check with them.
Company Response: Closed with explanation

Timely Response

2018-11-15

Dayton, OH

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-11-15

PA

Took or threatened to take negative or legal action

Debt collection: Other debt

Collected or attempted to collect exempt funds
Complaint: There is currently a judgment in favor of XXXX XXXX XXXX XXXX XXXX recorded in the XXXX County Court of Common Pleas at GD XXXX. This was as a result of issues related to a business I owned that was forced to close in XXXX as a result of conduct related to the former owner of the company. The amount claimed was negotiated to {$150000.00} during bankruptcy proceedings approximately 4 years ago. The attorneys for XXXX XXXX filed Writs of Execution on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The first 3 were filed against accounts we maintain with XXXX XXXX in which no funds were withheld due to the fact that all deposits are recurring electronic deposits and therefore protected. The last filing on XX/XX/XXXX, was filed against accounts we maintain with Key Bank, in which recurring electronic deposits from personal wages are maintained. While there was a certificate of service signed by the attorney for XXXX , XXXX XXXX XXXX, we actually only received a copy of the first Writ filed in XXXX, XXXX. Pursuant to the Writ delivered to Key Bank, a copy of which is enclosed, Pennsylvania law provides for a debtors exemption of {$300.00}. Additionally, major exemptions under the law included most wages, the exception being for taxes, child support, and rent. While the balance in our Key Savings Bank was {$230.00}, less than the allowed exemption, Key Bank deducted {$130.00} for the Writ of Execution on XX/XX/XXXX. Further, my paycheck from earned wages was electronically deposited into my checking account on XX/XX/XXXX ; even though Key Bank did not freeze the accounts at the time the Writ was received, they deducted the exact amount of my paycheck for the Writ of Execution on XX/XX/XXXX. Keys actions are contrary to the protections provided us under Pennsylvania as it is clear that these are funds from wages earned, no different than the electronic deposits received over the past several years. We did speak with a couple of representatives from Key Bank who indicated that we needed to contact the law firm of XXXX , XXXX XXXX XXXX with regard to the withdrawals from our account. Ive also enclosed copies of communications between us and the law firm attempting to settle the debt ; while these negotiations were occurring, the Writs were nevertheless simultaneously filed. Lastly, I do believe that my non-public personal information was inappropriately disclosed to third parties by Key Bank. The existence of the XXXX XXXX accounts was disclosed to the attorneys for the plaintiff during bankruptcy proceedings ; the account with Key Bank was opened after the filing of the first Writ of Execution and that information was not provided to the attorney. The only means to which that information was discovered was through the inappropriate disclosure of our personal information. The continual fruitless filings of Writs of Executions are harassing in nature, particularly while were making a good faith effort to settle the claim. Key Banks actions are clearly illegal, although they maintain theyre following the instructions of XXXX, XXXX XXXX XXXX. At this time, we are requesting that the CFPB exercise its powers and take action against XXXX XXXX XXXX XXXX XXXX, Key Bank, and XXXX, XXXX XXXX XXXX, all of whom have engaged in unfair, deceptive and abusive acts and practices in these matters. I am available to provide any additional information, verbal or written, at your convenience.
Company Response: Closed with explanation

Timely Response

2018-11-14

Spinnerstown, PA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with renewal
Company Response: Closed with explanation

Timely Response

2018-11-12

Niverville, NY

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-11-10

Cleveland, OH

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-11-09

Grosse Ile, MI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-11-09

Vancouver, WA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-11-09

West Brandywine, PA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX a check made out to Me from a XXXX XXXX auto group account at Key Bank was deposited into a XXXX XXXX account incorrectly as someone else intercepted the check and sent it to XXXX XXXX for Processing. The check was for {$710.00}. This was money contractually to me from the car dealership. I submitted a complaint to CFPB about XXXX XXXX not correcting this timely and they returned the money to Key Bank on XX/XX/18. The next step was to follow up with the car dealership. I did this on XX/XX/XXXX. The dealership will not cut me another check until Key Bank credits their account the {$710.00}. It has been 10 days since the money was returned to Key bank and I still do not have a check from the car dealership as their account has not been credited by Key Bank. This is an unacceptable delay.
Company Response: Closed with explanation

Timely Response

2018-11-09

NE

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
Complaint: On XX/XX/XXXX I sent a check in the amount of {$5400.00} to Key Bank to pay off me car loan and to send me my title forthwith. Attached was a note explaining the purpose of the check together with my name, phone number. address and account number.It was sent priority mail.Address was provided by a Key Bank employee. XX/XX/XXXX I checked my checking account and saw that the check was cashed by Key Bank on XX/XX/XXXX. XX/XX/XXXX I called Key Bank to ask what the holdup was. I was told that they never rec 'd the check and I needed to send proof that they cashed the check. I faxed a copy of the cashed check ( front and back ) to a Fax Number provided by a Key Bank employee.When I called to verify that the info was received.They couldn't find it and told me I was given the wrong Fax #. I was given a different Fax #. I sent it again. I was unable, via various phone calls, to verify the receipt until XX/XX/XXXX when I was told I needed to send in a copy of the Bill of Sale.I faxed it the same day. XX/XX/XXXX I received a call from a supervisor ( XXXX ) that a " refund check was mailed to me on XX/XX/XXXX in the amount of {$5400.00}. Which I never received and I told her so No action was taken by the Bank even though they had all the information to apply the payment to my account.She told me that I am required to sign an indemnity agreement to hold the Bank harmless in order to apply money to my account.and she would e-mail it to me. XX/XX/XXXX I received the " refund check '' which was postmarked the XX/XX/XXXX!!! I contacted an attorney who advised me not to sign the agreement. XX/XX/XXXX we called the supervisor to request to be able to talk to her Boss.After extensive discussion back and forth we were connected to XXXX ( Executive Branch - admin. asst ). He did not help other than he promised to research the issue and contact us within 24-48 hours. On the same day I received threatening calls from Key Bank - That I was behind in my payment and need to send in money. I received several calls. XX/XX/XXXX I received a call from XXXX XXXX who stated she was the case manager and she needed more time to research the issue. Additional notes : This process has dragged on for a month without any results whatsoever, It is very stressful and frustrating. This issue is slandering my credit rating and impacting my health due to the extreme incompetency of the Bank employees.
Company Response: Closed with explanation

Timely Response

2018-11-08

Arvada, CO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I bank with Keybank. On XX/XX/2018 they charged a fee for an annual rewards relationship to my account for {$40.00}. I have a letter from them stating they are stopping the program and will no longer be charging that fee. As a result, that charge resulted in a NSF of {$37.00}. Those two fees took be negative and kept it that way thus generating further fees. If those fees had not happened ( as per their letter ending the program the fee was charged for ) none of the other fees would have happened. I have calculated daily and would have had a positive balance with deposits and debits. I am asking for {$170.00} in NSF fees from XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX as well as the {$40.00} fee. Total of {$210.00}.
Company Response: Closed with explanation

Timely Response

2018-11-08

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-11-08

Makawao, HI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-11-07

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2018-11-07

Grosse Ile, MI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-11-06

Neotsu, OR

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2018-11-06

Cleveland, OH

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-11-05

Seattle, WA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On XX/XX/2018, I was charged a service charge of {$7.00} due to holding a balance of less than {$500.00}. Keybank misplaced a deposit on XX/XX/XXXX which would have put my account well over the threshold resulting in me nor being charged. They still have not found the deposit and have just lost another one over {$1000.00}. Keybank is just very, very bad at what they do and they charge a premium for it. I want the {$7.00} fee refunded. I also plan to sue for the {$1200.00} and haven't begun collection process for their most recent blunder.
Company Response: Closed with explanation

Timely Response

2018-11-05

Orion Twp, MI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-11-05

Arco, CA

False statements or representation

Debt collection: Private student loan debt

Attempted to collect wrong amount
Complaint: I have private student loans which are now owed to XXXX XXXX XXXX. These loans were initially taken out through XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, OH XXXX ; XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX. An XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was done XX/XX/XXXX. There were a total of 5 private student loans were requested and Promissory Notes were signed for the same : ( 1 ) XXXX XXXX XXXX # 1 : {$15000.00} requested XX/XX/XXXX ; ( 2 ) XXXX XXXX XXXX # 2 : {$4000.00} requested XX/XX/XXXX ; ( 3 ) XXXX XXXX XXXX # 3 : {$6500.00} requested XX/XX/XXXX ; ( 4 ) XXXX XXXX XXXX # 4 : {$10000.00} requested XX/XX/XXXX ; and ( 5 ) XXXX XXXX XXXX # 5 : {$5000.00} was request XX/XX/XXXX but XXXX XXXX {$1200.00}. On XX/XX/XXXX a complaint was filed with the XXXX XXXX XXXX by XXXX XXXX XXXXXXXX XXXX against me XXXX XXXX, Case No. XXXX. I offered to pay {$100.00} per month, which is what I could do since working part-time due to illness, XXXX wanted {$500.00} per month. I declared XXXX XXXX Bankruptcy on XX/XX/XXXX which stayed the case until XX/XX/XXXX and to which I have made payments of {$120.00} per month. In the Court case, XXXX claimed I owe : 1st : {$42000.00} plus interest {$40000.00} interest plus XXXX % per annum from XX/XX/XXXX + Atty. Fees ; 2nd : {$42000.00} + interest XXXX % per annum from XX/XX/XXXX ; As to 3rd & 4th Causes of Action : {$42000.00} + interest at the rate of XXXX % per annum from XX/XX/XXXX ; and costs of suit. Yet, to date I have not received a breakdown as to what is actually owed despite numerous requests for the same. My XXXX XXXX XXXX Case Summary states that Status : Deemed Complete ( no Remand from Federal Court ) XX/XX/XXXX ; and I'm not sure exactly what this means. The rate of interest for these loans is calculated as : " The Variable Rate is equal to the Current Index, plus ( a ) XXXX % per annum during the Interim Period, and ( b ) XXXX % per annum during the Repayment Period, but in no event more than the maximum rate allowable under applicable law. The Variable Rate will change quarterly on the first day of each XXXX, XXXX, XXXX and XXXX ( the " Change Dates ( s ) '' ) if the Current Index changes, and at the commencement of the Repayment Period. The " Current Index '' for any ca! endar quarter beginning on a Change Date ( or for any shorter Date ) is the most recent index as of the Change Date. The Index is the average bond equivalent rate of the final auction for 91-day United States Treasury Bills during the prior quarter. ( The bond equivalent rate of the weekly auction average United States Treasury Bill is established by the Federal Reserve Board in Statistical Release H.15 ( 519 ) under the designation 'Auction Average ( investment ) -3 month. ' ) If the Index is no longer available, you will choose a comparable substitute. '' I have attempted to find this rate to make my own accounting but to date I have not been able to find anyone who understands this interest rate as quoted. Please help me. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-11-04

Cleveland, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-11-02

NY

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: Over the past few days I've received {$230.00} in overdraft fees, even after depositing money, but because of the way checks and my paycheck were posted I received even more including on a XXXX cent withdrawal. I did the math beforehand and at this point I should have around {$200.00} in my checking account with deposits, but now I have - {$70.00}. There is no way I can continue to pay bills, if I keep getting slapped with these fees on top of fees. I will never get caught up.
Company Response: Closed with monetary relief

Timely Response

2018-11-02

Hamburg, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-01

Austin, TX

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-11-01

Federal Way, WA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I have been a personal and business customer of Key Bank for over 7 years. In XX/XX/XXXX, my business account became overdrawn. I was unaware of this because in the past, I have received a phone call from Key Bank to alert me of the problem with my personal account if it became overdrawn and it was a quick fix to transfer funds from my other account to bring it current. I received no communication from Key Bank other than a monthly statement. In addition, I had the understanding that my business account would never be overdrawn as when I opened the account I specifically requested that no overdraft protection was applied to that account so I could never be overdrawn with it. Because of that understanding, based on my records, I had a tiny amount in the business account to keep it open. At the end of XXXX, Key Bank paid 2 charges that brought my account negative by {$120.00}. If I had received a phone call or even a letter alerting me of this, I would have been able to transfer money from my personal account to bring it current. Again, I had the understanding that if charges were assessed against the business account and there were no funds to cover, the charges would be denied. When I questioned the Branch Manager why I was not called, he told me its branch prerogative whether or not they call the customer to alert them. When I questioned why the charges were paid when I purposely did not have overdraft protection on that account, the Branch Manager told me that they have never offered the option to opt out of overdraft protection. Key Bank closed my account on XX/XX/XXXX. Without notifying me, they sent the account to collections for the {$120.00} in charges as well as {$110.00} in overdraft fees for a total of {$240.00} and on XX/XX/XXXX, I received a letter from the collection company which was my first notification that there was a problem. On XX/XX/XXXX, I went into the branch to see what happened. When I swiped my business debit card, it somehow was attached to and accessing the companys account that I had previously owned and had sold in XXXX creating what I would understand as a data breach. No notice has been sent to the current owner that this occurred. I have requested multiple times to be provided documentation in writing that I am in no way attached to my previous companys operating account and have not received it. When I expressed my willingness to pay the charges that were assessed against my business account but not the overdraft fees, the branch manager told me there was nothing they could do and I would need to contact the collection company to pay the full amount. When I asked the branch manager to recall the account from the collection company, he said that he could not do that so I contacted the collection company. At that time, I was informed that Key Bank had recalled the charges and I would need to discuss it with them. The collection company gave me the number of Key Banks collection department after I told them the story. When I contacted Key Banks collection department, I was informed that the account had been recalled and referred to a completely different collection company. All of this occurred in less than 20 days. I feel that I have been lied to at least twice. Once when I opened my account and requested no overdraft protection. I was told at the time that they could meet that request. Now Im told that I never had that option. Of course the manager that I originally opened the account with is no longer with the company. The second lie was when I requested that Key Bank recall the charges from the collection company and was told they could not. They did in fact recall the charges from the first collection company only to re assign it to the second collection company and force me to chase the location of the account down. I would be more understanding of the need to close my business account due to overdrafts if I did not have another account open with Key Bank and had not been a long time customer. They made no attempt to call, email or mail me notice that they were turning the account into collections. At this time, they have expressed no willingness to work with me on this and have created a serious problem for my small business.
Company Response: Closed with explanation

Timely Response