KEYCORP

2018-09-23

Seattle, WA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/2018 I attempted to deposit {$1200.00} into my Keybank checking account via XXXX XXXX. XXXX XXXX. The money was never deposited despite the fact that XXXX XXXX claims to have received a confirmation from Keybank that the money was deposited into my account. It has been two months now and every time I call either party, I just get a runaround. Nobody has been able to find my money, it is not in my account, I have spent a collective sixty two hours on the phone between Keybank and XXXX XXXX attempting to get a resolution to no avail. I have no idea what else to do. Somebody from Keybank needs to call XXXX XXXX at XXXX XXXX at XXXX and find my money.
Company Response: Closed with explanation

Timely Response

2018-09-21

Braddock Hills, PA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2018-09-21

Roswell, NM

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-09-20

Tucson, AZ

Closing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2018-09-20

White Plains, NY

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with renewal
Company Response: Closed with explanation

Timely Response

2018-09-20

Great Neck, NY

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/2018 XXXX/XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX NY XXXX - XXXX-XXXX-XXXX as contact number on report ) requested my credit report. On XX/XX/2018 XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX, XXXX-XXXX-XXXX-XXXX ) requested my credit report again without any authorization or explanation.
Company Response: Closed with explanation

Timely Response

2018-09-20

Henderson, NY

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2018-09-19

Royal Oak, MI

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-09-19

Hamburg, NY

Getting a credit card

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

Application denied
Complaint: To whom it may concern, I am filing a complaint against KeyBank which discriminated against my nationality during a credit card application. I visited KeyBank on XX/XX/2018 at a local KeyBank branch on XXXX XXXX in XXXX NY and a banker opened a checking account for me and also submitted my credit card application. The only information shared with me about the credit card application at that time was that a credit history check will be done and the credit card will arrive in 5-7 days. On XX/XX/XXXX, I received a letter in the mail from KayBank demanding additional document : a copy of permanent resident card, and an explanation of address discrepancy. The letter also states, " If we do not receive this information by XX/XX/2018, we will regrettably be unable to give further consideration to your request and any pending title and appraisal orders will be cancelled ''. On XX/XX/XXXX, I called both KayBank customer service and the local branch, and asked what should I do if I am legally working in the US but do not have a permanent resident card and what other documents can I provide instead. The answer given to me by both the customer service and local branch banker was, " if you do not have a permanent resident card, we can not issue the credit card. '' I asked the banker why he did not bring this up during the credit card application. And he said he just assumed I had the permanent resident card. Frankly if he would have told me about this policy of theirs, I would not have applied for KeyBank credit card and I would have canceled my KeyBank checking account immediately because I prefer not to work with a bank that discriminates against my nationality. I have lived in the US legally for 11 years and have had many credit cards from major US banks, such as XXXX, XXXX, XXXX XXXX, XXXX, but never had I been discriminated because of my nationality and never had I been rejected due to not having a permanent resident card. I asked for clarification but the answer KeyBank gave me again was - it was the KeyBank policy and you would have to have a permanent resident card to be issued a credit card. While this is offensive, it is also against the law. The federal law, Equal Credit Opportunity Act, clearly prohibits discrimination in any part of most credit transactions, including applications for credit, credit evaluations, restriction in granting credit, credit terms, and etc. The ECOA law also deems it unlawful for any creditor to discriminate against any applicant with respect to any aspect of a credit transaction because of race, color, national origin, sex, and etc. The KeyBank policy that only permanent resident card holders or US citizens can be granted KeyBank credit cards clearly violates this law. Second, they were not transparent about the conditions for credit card application and all documents required. Thirdly, the way KeyBank handled customer relation after this problem came up was simply saying to me that this is KeyBank policy there is nothing they can do. Putting these all together makes me wonder what makes KeyBank and its employees think it is okay to discriminate in such a blatant way. As a customer, I would like to speak up and hope CFPB could help make this right. Thank you!
Company Response: Closed with explanation

Timely Response

2018-09-19

Rochester, OH

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/2018 I received a letter from Key Bank regarding my recent application for a Key Bank Home Equity Loan. In the letter is references my XXXX score dated XX/XX/2018. I never spoke to anyone at Key Bank authorizing them to run a credit score or to refinance my current mortgage with them. They had called my cell phone numerous times prior to the credit pull, but I never returned their call or spoke to anyone. It is illegal for them to pull a credit report without my authorization and now my credit was dinged for an unauthorized pull.
Company Response: Closed with explanation

Timely Response

2018-09-18

Bay View, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-09-18

Milford, CT

Unexpected or other fees

Money transfer, virtual currency, or money service: Check cashing service

Company Response: Closed with explanation

Timely Response

2018-09-18

Portland, OR

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

2018-09-18

Superior Township, MI

Managing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2018-09-17

Paul Smiths, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-09-14

Ithaca, NY

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-09-13

Ft Myers, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: This complaint involves the Key Bank organization.Specifically the collections department and an employee Supervisor by the name of XXXX. The circumstances are of a very cruel and vindictive nature. The origin of our calamity begins with the XXXX of our XXXX. My wife discovered our XXXX and now is no longer employed due to full blown XXXX.She applied for Social Security Disability and was awarded SSDI. It took many months and had an award date to accompany a direct deposit into our Key bank checking account. This deposit was for XX/XX/2018. On the XX/XX/XXXX my wife and I contacted Key bank to make sure everything was in order. We were assured everything was in order.On the day of the XXXX we were not able to obtain the funds from the ATM.Call to the customer service # for the Key Bank organization stated that the money was deposited. We then proceeded to speak with customer service of which we were told that our checking account had been closed in XXXX due to a XXXX overdraft fee and no activity for a certain amount of time. We then asked why was the money deposited into a closed checking account and why were we not informed on the XX/XX/2018 that the checking account was closed. Additionally we informed the customer service representative that the money came from Social Security and those funds are not applicable to collection or confiscation. We then requested to speak to the Supervisor. Her name is XXXX in the collections department. She informed us that the money would be sent back to Social Security of which should had taken place in the 1st place. All this communication took place on the XX/XX/2018. Furthermore I would like to add that neither myself or my wife are working and are in severe mourning and grief along with being severely financially strained. Well after 3 weeks we wondered where the funds were so we contacted Social Security and they stated that no money was returned. We were livid. So we then contacted the Key Bank organization.Specifically XXXX. She informed us that there was a technical issue and that was the reason for the money being witheld. To this date we still do not have our Social Security funds. Key bank did this purposefully.
Company Response: Closed with explanation

Timely Response

2018-09-12

Puyallup, WA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-09-12

Copper Center, AK

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-09-12

Cleveland, OH

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2018-09-12

West Newfield, ME

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-09-12

PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a checking account with XXXX XXXX under the terms of a {$300.00} promotional bonus. I completed all the terms of the promo offer but was refused bonus payment. Keybank claimed I had an account in the prior 12 months. They are playing a game of semantics to avoid paying the bonus money. I did apply for an account, they opened it but keybank immediately closed it within days. The account was never used. I have included the correspondence I had via email with Keybank. XXXX Tue XX/XX/2018 XXXX XXXX Inbox To : XXXX ; Greetings! Thanks for reaching replying. It is important to know that our promotions do have strict guidelines that we must abide to. Please know that we are unable to make exceptions when qualifications for a promotion are not met, via email, chat or phone request. If you wish to see if an exception can be made on your account, it would be necessary to contact your local KeyBank branch for further assistance. We can also be reached by dialing XXXX. Specialists are available weekdays XXXX XXXX to midnight and weekends XXXX XXXX - XXXX XXXX, Eastern Time. Sincerely, XXXX XXXX XXXX This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. This communication may contain nonpublic personal information about consumers subject to the restrictions of the Gramm-Leach-Bliley Act. You may not directly or indirectly reuse or re-disclose such information for any purpose other than to provide the services for which you are receiving the information. On XX/XX/2018 XXXX XXXX, XXXX XXXX wrote : That is ridiculous, my account prior was closed by keybank on me within days of opening and never even used. That can't qualify as having an account. If you are unwilling to compensate for the qualifications I met, will file a complaint with the consumer finance protection bureau and close my keybank account that I want to keep open. I would greatly appreciate this be rectified immediately without having to involve the CFPB. Sincerely XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX Sent : Tuesday, XX/XX/2018 XXXX XXXX To : XXXX Subject : Re : Existing Key Account Dear XXXX, Thank you for reaching out! I understand your concern regarding your promotional offer. I have reviewed your account and found that you have not met the requirements for the promotional gift. The qualifications for the {$300.00} are : Offer is available to clients who do not have or haven't had a KeyBank Hassle-Free account or a KeyBank checking account within the last 12 months. Make a single KeyBank direct deposit of at least {$1000.00} 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. Limit one gift per qualifying account. Limit one gift per individual. The gift will be reported on form XXXX The gift will be deposited within 90 days of meeting requirements. Account early closure fee of {$25.00} applies. Other miscellaneous charges may apply. Accounts overdrawn or closed at time of fulfillment are not eligible for the gift. There is no check writing with a KeyBank Hassle-Free account. Normal account service charges and balance requirements apply to the checking accounts. Visit key.ComXXXX for additional details. Member FDIC. I show that you did complete a single {$1000.00} direct deposit, as well as a combination of five debit card and/or bill payments within 60 days. However, because you have had a KeyBank Hassle-Free or KeyBank Checking account within the last 12 months, you did not qualify for this promotion. If you would like further assistance with your personal account, call us at XXXX. Specialists are available weekdays XXXX XXXX to midnight and weekends XXXX XXXX - XXXX XXXX, Eastern Time. Sincerely, XXXX KeyBank ____________________________________________ This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. This communication may contain nonpublic personal information about consumers subject to the restrictions of the Gramm-Leach-Bliley Act. You may not directly or indirectly reuse or re-disclose such information for any purpose other than to provide the services for which you are receiving the information. On XX/XX/2018 XXXX XXXX, XXXX XXXX wrote : > CUSTOMER NAME : XXXX XXXX XXXX > FIRST NAME : XXXX > MI : XXXX > LAST NAME : XXXX > EMAIL ADDRESS : XXXX > PHONE : XXXX > STATE : PA > INFORMATION DESIRED : SVC > COMMENTS : I am inquiring about the status of my promotional bonus for opening my key account. I have fulfilled the requirement and is past 90 days. Thanks > > >
Company Response: Closed with explanation

Timely Response

2018-09-12

Indianapolis, IN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-11

Stilesville, IN

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
Complaint: Key Bank Rewards program is misleading by saying they are giving you XXXX points per XXXX spent. When you go to redeem you can only get {$1.00} for every XXXX points so in effect it is only XXXX point per {$1.00} spent. I have XXXX points with Key Bank. They say that is worth {$110.00}. Last year I had XXXX point with XXXX. They gave me {$500.00}. Key Bank is using rewards points terminology that all other credit card companies use but all other companies actually give you what they say they will. Key Bank is being misleading and dishonest with their rewards points advertising. I have spent too much time looking through Key Bank info for anything that says what the true point value is. It is not until you go to redeem that you find out.
Company Response: Closed with explanation

Timely Response

2018-09-10

Rochester, 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