KEYCORP

2018-10-04

Dryden, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-03

Indianapolis, IN

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-10-03

Columbus, OH

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I opened an account at Key Bank on XX/XX/18 and deposited 3 checks totaling {$960.00}. The account was then blocked and closed on XX/XX/18, the funds have been disbursed to Key Bank, key bank has notated that the checks are counterfeit which I have contacted the banks that issued them and verified they are absolutely not counterfeit checks. Key refuses to release the funds to me because XXXX in Fraud has locked my account and the branch nor anyone else except for XXXX dept can give me any information on this but its an internal dept and I cant talk to them. This is extremely concerning
Company Response: Closed with explanation

Timely Response

2018-10-03

Concord, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-03

Millville, CA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: This bank stole my OWN BILL PAY CHECKS. Put the money into my account and then a hold for unknown amount of time AFTER IT WAS ALREADY IN MY ACCOUNT. THEY ARE CHECKS TO ME, FROM ME, FROM THIS ACCOUNT. They took the money back out of my account and overdrafted my account INTENTIONALLY. THEY DIDN'T EVEN ALERT ME THAT THIS WAS BEING DONE. I was using my debit card and it kept getting declined. As evidence of my story, I do not have overdraft protection on my account. These charges were made today, when I had the money from the bill pay check deposits. My card would have been declined if there was no money in my acvount, then taken back out as I'm saying. They put the money in, then claim they put a hold on my money. Almost 3000 dollars. It isn't a small amount.
Company Response: Closed with explanation

Timely Response

2018-10-03

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-02

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-01

Cheshire, CT

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-10-01

Keyport, WA

Closing on a mortgage

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

Company Response: Closed with explanation

Timely Response

2018-10-01

Avon, IN

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-09-30

Bellevue, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: -Check Date XX/XX/XXXX -Check Amount- {$700.00} -Check made out to- XXXX XXXX -Provided the First XXXX XXXX routing and account number. -I closed out the account on XX/XX/XXXX -Nothing could be found while I was on the phone either time. My account was a XXXX XXXX checking account that was transferred to Key Bank as the companies merged. I've spoken to Key Bank twice providing all my needed contact details-Phone number, Email address, and updated mailing address. 1st phone conversation XXXX, promised a call back with information, no call was made to me. 2nd phone conversation XX/XX/XXXX, did receive a call back, but was advised the same details as the first call, " I'll open a research request to have this reviewed for the check copy ''. I requested the check copy be sent by email as this is needed for a Court Case. I was advised no problem. I was advised that I would be followed up with in 3-4 days by a person from their research department advising of a status. This timeframe has come and gone and no communication by phone, email or mail has been received. This check copy is highly important and is time sensitive to me. I'm in no way confident that any action has been taken place by Key Bank. All details that were given to me, such as follow up have fallen through. I need help to get this matter resolved as it seems I've been forgotten about.
Company Response: Closed with explanation

Timely Response

2018-09-29

Lewiston, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On XX/XX/2018 Trump signed into law exempting certain banks from CFPB regulations. On XX/XX/2018 I got my first fee ... my bank, Key Bank, began charging " maintenance service charge '' of {$18.00} each. They also charged me a " foreign transaction fee, '' and told me it was due to buying something outside the country ... which I have done many times for baking or jewelry supplies. These are fees I have not had on that checking account since opened 10 years ago and nothing has changed with my use of the account. Fees appeared on the following dates : XX/XX/XXXX - {$18.00} - maintenance service charge XX/XX/XXXX - {$18.00} - maintenance service charge XX/XX/XXXX - {$0.00} - foreign transaction fee XX/XX/XXXX - {$18.00} - maintenance service charge Before XX/XX/2018,
Company Response: Closed with explanation

Timely Response

2018-09-28

CT

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Morning, I opened a checking account as a new customer with Key Bank in XXXX, CT last month. Key Bank was offering {$400.00} for every new account opened with two direct deposits and payable within 60 days from the opening of an account. I have been working from home on a recommendation from a XXXX. I went to go deposit a check from my dad for {$180.00}. and this bank has two slots, one for cash, and one for checks which I didn't realize. Upon trying to deposit the check, I must have hit cash and could not exit out of the transaction at the ATM. I tried a {$1.00} bill, an envelope, nothing worked, so I put in a blank check from an old bank just to get the transaction finished so I could actually deposit the {$180.00}. The second time I tried depositing it, it was successful. Then the next day, based on an email from a friend, I signed up for a second job as a XXXX person. A bank check, appeared to be a bank check, arrived and I deposited it for {$2300.00}. After sleeping on this deposit, it seemed weird they never asked for a Ssn for tax purposes, etc. I called Key Bank and a gentlemen told me to just watch my account. That didn't sit right with me, so I reported it as a fraudulent check the next evening. I've gone to my local police, submitted any and all paperwork to KeyBank, was forced to close my account and told KeyBank will not open a new one with me! Mind you this is days before they should pay out the {$400.00}. I haven't switched banks in a long time, and have never had such a horrible experience. The guy upon opening my account at KeyBank was asking about jobs at my company, and what his friends in XXXX could do to apply as well. Now they won't open a new account-which is fine at this point-but they also mentioned absolutely nothing about the promo deposit of {$400.00}. I have never worked with such an unprofessional bank or heard of refusing to open another account. I would like someone to look into this and explain why they are refusing to accept customers and negating their promo.
Company Response: Closed with explanation

Timely Response

2018-09-28

Milford, CT

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-09-28

Springfield, OR

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-28

Maywood Park, OR

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-09-28

Alta, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: I had a consumer Boat loan that I have had at this bank since XXXX. I contacted them in XX/XX/XXXX to request a Payoff as I was selling the Boat. I was provided a payoff with a timeframe ( 10 Days ) as usual. I was provided the information on where to send the payment. I had the Buyer of the Boat XXXX the Check to the Bank. We had it Tracked It was received and signed for by the Bank official. Upon follow up, the Bank claimed they could not find the Check. They investigated and 4 weeks later could still not find the Check. In the mean time they charged me a {$30.00} Late Charge. Hours of phone calls and communication with the bank, which I Have documented, We finally stopped payment on the Check and had the Buyer Wire Transfer the Money to the Bank. The Payoff was {$10000.00}. The Check from the Buyer was for {$12000.00}. ( sale price agreed to with buyer and contracted by a bill of sale based on the Payoff Amount ) I received a Documented eMail confirmation of the Payoff received by the Bank. After One month had gone by waiting for the Titles and Refund of the difference, I received another statement from the Bank Stating my Payments are still due. Contacting the Bank again, they said the balance was {$14000.00} and was not paid off. As I continued to try to get to someone with authority, I contacted the bank several more times. The automated phone system said there was a payoff balance of {$9.00}. When speaking with the Agent they stated that was wrong and they could not tell me the payoff over the phone and would have to send it via mail or fax it. I communicated that I already paid the loan off based on the payoff provided and that I have documented confirmation of the payoff, and that it was {$2000.00} more than I was quoted. Bottom line, This is an unacceptable behavior and actions by a bank that has Fiscal responsibility for consumers money. This includes lost checks, wrong payoffs, misrepresentations, false late charges.
Company Response: Closed with explanation

Timely Response

2018-09-28

Walden, CO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-09-27

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

2018-09-27

CO

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: The same exact issue that I submitted a formal complaint about in XXXX has occurred again. Key Bank refuses to apply the payments on this account appropriately and therefore they end up reporting late payments that are not late. Right now XX/XX/2018 is showing a 30 day late, yet there are 2 payments posted. This account has been paid as agreed for the past 6 years. The online payment system doesn't delineate where these payments are going ( principal, interest, pre-payment for the next month, etc ). The 3 options for payment include a past payment amount, the full balance, or the current amount. However, none of these options outline what that means. The past payment amount, is that for past amount due or just the payment you made last time? Is the full balance up to date for that days interest or from the prior statement balance? These are questions I tried to get answers to the last time this happened and they refused to give me that information nor tell me where I could find that information. For example a typical monthly payment is {$300.00}, yet there is an option to pay around {$1000.00} and one could assume this could be applied as 3 months worth of payments or it could be applied as one month of payments and the rest toward principal. The problem is that the system doesn't tell you what it's doing with any money above and beyond the current bill. Key Bank admitted that they just applied it to principal rather than clarifying where we would like the money to go, this was part of the last dispute, and they have yet to correct the issue. And here we go again, they're doing the same thing. From the last dispute, when they admitted they were applying payments however they saw fit, I requested a paper bill to be able to determine what the current payment amounts were and where any additional monies may be going and the paper bill they sent ( after MONTHS of requesting, it took about 6 months to get them to send a paper bill ) is even more worthless than the online statements. It merely states the dollar amount and the total balance of the loan. Again ZERO details, no way to decipher what they're doing with my payments, no calculations of interest or anything. It's a worthless statement. Unsurprisingly, Key has managed to mess up the payments again. Not only have they not accounted for an entire month of payment and reported a 30 day late, they have now taken 2 payments in addition ( one for {$700.00}, another for over {$1000.00} ) which were not authorized. The {$700.00} payment was not made by anyone in my household, not authorized. But they took that {$700.00} and their system showed that we still somehow owed over {$1000.00}, which I paid assuming I'd correct their errors after the fact. Now Key Bank is saying that the system was showing the {$1000.00} due because it hadn't applied the {$700.00} payment yet and therefore BOTH payments subsequently went through. The best part is that after going over this with them, sending screen shots of their ridiculous banking system and the fact that because of their convoluted system it has now drafted {$1700.00} for a monthly payment that is usually {$300.00} they STILL continue to claim their system is just fine and they've committed no errors?!? What planet are we on?! This joke of a company has now tanked my credit score over 100 points by their errors here and they are essentially telling me to go pound sand and won't correct anything. They won't even refund the payment of {$700.00} that was taken without ANY authorization?! Also this interaction and communication was with one of the executive members of the bank, not just a branch worker! XXXX in the executive department denies any responsibility for this and refuses to do a single thing to make the situation right. As a business owner myself I have dealt with dozens of banks and this is honestly the worst bank I have ever dealt with. I will be moving this account as soon as possible and will NEVER deal with Key Bank again. I have attempted to dispute this with XXXX and XXXX will not let me dispute the item again?! They consider it an extension of the original issue. XXXX is just as guilty of reporting fraudulent information on my credit report but each entity wants to point the finger at the other. Key bank says they can't fix the credit report because that's a violation of fair reporting, even though it is THEIR ERROR. And XXXX says they can't open another dispute. So what is a consumer supposed to do here? When are these companies going to be held responsible for this, their errors are affecting a home purchase for my family. This is absolutely unacceptable.
Company Response: Closed with explanation

Timely Response

2018-09-27

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-26

Erie, PA

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2018-09-26

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 Attn : XXXX XXXX To : Ohio Attorney General Office From : XXXX & XXXX XXXX Dear Ms./Mrs./Mr. XXXX : We are responding to the complaint against XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX Ohio XXXX In order to satisfy satisfaction and accord and properly resolve our issues with XXXX XXXX, we are asking that Ohio Attorney General Office please look to what Ohio 's revised codes state what affirms Merchants are in fact violating Ohio consumer Laws. 1. XXXX 's used 2 debit cards to hold funiture on XX/XX/2018. Nothing to do with cash refunds 2. XXXX 's explained to XXXX XXXX employees XXXX and Some manager on XX/XX/2018 that XXXX found cheaper furniture elsewhere which also included giving XXXX box spring and matress free along with the exact things XXXX wanted to sell XXXX but for {$1300.00} as oppose to buying XXXX XXXX XXXX for {$2000.00} ( which XXXX also excluded the box spring andd mattress ). In fact, XXXX told hills they could only include box spring and mattress for an additional {$700.00} making the total from XXXX a total of {$2700.00}. By the XXXX XXXX doing business with XXXX XXXX, not only did the XXXX get a free box spring and mattress, the XXXX also saved a total of $ XXXX- $ XXXX= {$710.00} plus XXXX XXXX initially told the XXXX that they would sell the XXXX their box spring and mattress for {$250.00} but after a moment of thought the salesman " XXXX '' out of respectability, good faith and professional discretion told the XXXX if they were willing to buy the bedroom suit he would throw in the box spring and mattress free which XXXX never offered even after the XXXX asked XXXX to please do so. 3. XXXX explained to XXXX that XXXX realized that they had to go with cheaper merchant because the XXXX XXXX financial situation was not as great to finalize furniture with XXXX. XXXX argued, begged and pleading with manager at XXXX to please refund the XXXX XXXX debit funds but XXXX manager kept stating in alike that " weve got your money and even though you came here timely enough to be refunded, we are deliberatley going to steal, scam and take your money yes even despite you have received not 1 piece of furniture from XXXX. Yes even in spite of XXXX having no store postings of refund policy in it's storefront and ORC XXXX ( 1 ), ( 5 ), ( 6 ) and ( 7 ) clearly states in summary under ( 6 ) no merchant is allowed to make a statement of opinion to the consumer 's detriment despite XXXX lacks proper professional discretion in ending it's insistence of scamming the XXXX based on evidence that the XXXX explained to XXXX the XXXX no longer wanted to continue a relationship with XXXX but found favor with XXXX XXXX. 4. The XXXX are not wards of the state or aliens nor illegal immigrants as to be treated like criminals. Ohio is part of the United States of America. America does not have values in which the federal government has allowed merchants to dictate to consumers that consumers may not end a financial relationship prior to receiving goods. XXXX never received furniture from XXXX because XXXX knew or should have known that delivery of furniture after the XXXX had already received delivery fro XXXX XXXX would be the biggest embarrassment for XXXX to risk being filmed in the process of trying to make such an absurd delivery. 5.XXXX are fed up with issue with XXXX and urges Ohio Attorney general Staff to take this time to force XXXX XXXX to do the honorable thing and refund every penny it took from the XXXX. It is a shame that even at this day and age that merchants today such as XXXX are acting as if they have a drug addiction so strong that it insists on holding onto folks money in this case the XXXX as if to ratify that " we ; ve got your money and noone is going to do anything about it. Saleman XXXX know that he told us if we found furniture elsewhere we would receive our debit funds back. Even the paperwork doesn't mentioned anything about restocking but the rude scheming manager even said we could get part of our money back but we would have to pay a {$600.00} restocking fee. then out of anger because the manager was called a sell out to his race and for the owner of XXXX he took offense and said " there's nothing to be refunded ''. But in order to not EVADE this issue 's importance, the XXXX are stating that XXXX will go down in history on the list as among merchants who are so pressed and desparate to steal from tax-payers that they would even go to the extent of trying to keep people 's money even when the buyers ( XXXX ) have purchased elsewhere. 6. The XXXX are asking a plain question. Why is it so important for XXXX to hold onto the XXXX XXXX money? XXXX still have their furniture. The fact is the XXXX did business elsewhere. Ohio Attorney General, do we live in a country in which we are obligated or forced to do business with merchants who say we must do business with them. We have our bedroom funiture from XXXX XXXX. We do not want nor need XXXX XXXX furniture or business and we choose to do our business with our money as we see fit and would appreciate if noone tries to force us to do business with anyone we dont choose to. Simply put. Why are we having to beg for something that legally belongs to us? We never agreed that anyone would have power over us to control our monetary decisions. And never will sign such an agreement. The big question is : WHY HASNT XXXX TOLD OHIO ATTORNEY GENERAL THAT THEY NEVER TOLD THE XXXX THERE WILL NOT BE REFUNDS TO THE XXXX 'S DEBIT CARDS? TRUTH : SALESMAN XXXX TOLD THE XXXX THEY COULD DECLINE PURCHASE IF XXXX FOUND BETTER DEAL. THIS IS THE XXXX STATE OF MIND AND REQUEST OHIO ATTORNEY GENERAL OFFICE TO FORCE XXXX TO REFUND XXXX MONEY ASAP DUE TO TAKING ADVANTAGE OF THE XXXX MENTAL ABILITY. XXXX FAILED TO STATE UPFRONT PRIOR TO TRANSACTION WITH XXXX THERE WILL BE NO REFUNDS ON FURNITURE OTHERWISE XXXX WOULD HAVE DECLINED PUTTING UP ANY MONEY FROM DEBIT CARDS. XXXX Rates XXXX F because XXXX has been overall a Dishonest business and consumers should receive relief. The XXXX are asking that Ohio Attorney General 's Office please get to the bottom of this senseless complaint. Respectully/ XXXX & XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-09-24

Spokane, WA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: I was a victim of identity theft, and there was a bank inquiry from Key Bank on XX/XX/2018. That I'm trying to get removed off my credit report and XXXX file - that caused an incorrect address on my personal file to appear from this Key Bank inquiry. I have tried calling Key Bank branch where the inquiry came from. I called the branch more than one time to try and resolve this as well as the fraud hotline. Nothing has been resolved. I have supplied documentation of what is on my credit file. On XX/XX/18 when I talked with the XXXX XXXX at Key Bank - XXXX, he says there is nothing that they can do on their end. I talked with XXXX XXXX, and XXXX ( Branch Manager ) to resolve this issue at : Key Bank XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX I want this issue resolved, want the inquiry removed off my credit report. I'm more than happy to supply copies of police reports, other documentation to support this. Thank you!
Company Response: Closed with explanation

Timely Response

2018-09-23

Cleveland, OH

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response