KEYCORP

2019-08-14

Katonah, NY

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with renewal
Company Response: Closed with explanation

Timely Response

2019-08-14

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-09

Aberdeen, WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I deposited a mobile check yesterday and once again, the bank first subtracts the amount from my account ( putting it in negative territory ), then they put a hold on the check. How's that fair? If I deposit a check for XXXX, they first withdraw that amount and keep my account negative until their own hold of the XXXX is released. They are treating me different than other folks and this issue was previously resolved when I had a Key bank account in XXXX XXXX, XXXX a few years ago. I filed a CFPB complaint and Key agreed to allow me to open an account and remove all red flags as this was due to their own error. Now, I open an account in XXXX State and find that the red flags are still there and they have limited my account and take drastic measures when there's a deposit. Secondly, when I opened this account, I responded to a banner ad for a {$300.00} bonus for opening a checking account. But when I went to do this online, it said I only qualified for a basic account and no bonus even though my credit score is XXXX. I should have gotten the bonus. I know that I qualify for a deluxe account because I just had one in XXXX XXXX. Key needs to get its systems talking from both Coasts. They agreed to restore my account and remove red flags - they have gone back on their word.
Company Response: Closed with explanation

Timely Response

2019-08-08

Cleveland, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-08-07

Monroe, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-07

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-07

Lake Mohegan, NY

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-08-06

Sandy Hook, CT

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Last year my student loans held by Key Bank were changed from being serviced through XXXX XXXX to XXXX. Yesterday, XX/XX/2019, I received a letter from XXXX informing me that one of my Key Bank loans had been moved to collections and I need to pay them a little more than {$21000.00}. Today, XX/XX/2019, I called Key Bank. They told me that one of my accounts with them had been cashed out back in XXXX due to lack of payment. This makes no sense as I've been making my monthly payments. Key Bank went on to tell me that they have records of attempting to contact me on the phone. I have received calls from them in the past, however, these were all automated calls regarding various times that I have occasionally been a little late with my payment. On all of these occurrences I made the appropriate payments via the XXXX website I was instructed to use and then the automated calls stopped. I have not received any other notices that I had any accounts in delinquency. In fact, both XXXX and Key Bank simply stopped sending me bills for the problematic account and it does not show up at all on the website I use for payments. I went on to call XXXX following my conversation with Key Bank as Key Bank instructed me to. They said that I had stopped paying that one account last XXXX. I asked them how that was possible since all my other accounts are up to date and they take a single payment from me to pay all of them. I was told that I'd need to speak to a supervisor about that, but they'd have to call me back because they're too busy. I'm currently waiting for their call back.
Company Response: Closed with explanation

Timely Response

2019-08-06

Portland, OR

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-08-06

Delray Beach, FL

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-08-05

Plattekill, NY

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-08-05

NY

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On Friday, XX/XX/2019 I made my car payment online via KeyBank bill pay. I noticed over the weekend that I had 3 security alert emails, stating an 'online banking account transfer was initiated ' from KeyBank and to call if I had not requested the transfer. I was afraid that they would try to run this payment 3 times so, on Sunday, XX/XX/XXXX I called Key to ask why I had received these alerts. I was informed that there was a glitch in the system and I received the emails in error. I asked if this meant that my payment was being initiated 3 different times and the call rep stated that my payment would not be processed more than 1 time. I unequivocally stated that I did not authorize any more than 1 payment. On Monday, XX/XX/XXXX, I checked my account and noticed that the authorized payment of {$750.00} had processed but they had also transferred {$720.00} overdrawing my account. When I called, I spoke to 'XXXX XXXX and she said verified that the information I had received on the XX/XX/XXXX was incorrect. She said that I would have to wait until Wednesday for the payment to post to my account before they could attempt to reverse it. I did nothing wrong, I did not authorize any more than the one, {$750.00}, transaction, they fraudulently took {$720.00}, overdrawing my account and leaving me with a {$35.00} overdraft fee, then told me that I had to wait for their system to post my payment in another 2 days before I could attempt to get my money back.
Company Response: Closed with explanation

Timely Response

2019-08-05

Northbush, NY

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with monetary relief

Timely Response

2019-08-05

Amherst, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-04

Murray, UT

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I received an offer in the mail to open a Key Bank checking account and make ONE single deposit of {$500.00} or more. I used the offer code XXXX and reservation numbner XXXX. They also provided a special link, which was : XXXX. I used this link instead of their regular website. I opened the Key Bank checking account on on XX/XX/19. We made a deposit of {$500.00} on XX/XX/19. We have also made more {$500.00} direct deposits. The terms were : You must open a Key Express Checking Account ( this is the basic banking account in NY ) Key Advantage Checking Account, Key Privilege, or Key Privilege Checking Account by the expiration date and make ONE single KeyBank deposit of {$500.00} or more within 60 days after account opening to get {$400.00}. The value of your gift will be reported on Form 1099 and deposited into your account within 90 days of meeting the requirement. We follow all the terms, but we did not receive our {$400.00}. We had to jump through hoops after the account was opened, such as : going to the bank with to prove our identity with IDs, we are not on the OFAC list see treasury.gov ( we waited at the bank over 1.5 to just shave them review our id ), we got a letter in the mail that said if we don't sign this signature card in 15 business days we will close your account. In addition, after all of this I waited for the money to be deposited in the account. This never happened. I sent an email to Key Bank, and I was advised to call the call center, because they said I did not put the offer code and reservation number in. I disputed this through email, and I was advised again to call the call center, I spoke to a rep there and they said I do not know why they told you to call us. There was nothing she could do. I asked to speak to a supervisor, and explained the situation. I advised I did put the code and reservation number in. She asked me for the codes, and she confirmed they were legit. She confirmed I followed the terms, but there was a disagreement on whether I put the codes in, I asked her if there could be a situation where systems don't work properly, and it is possible when I put the codes in the system the system did not take them. She said yes, yet she advised, I could not get the offer. I asked has anyone got the offer after the fact? She said she could not confirm or deny. I asked why not? She said the is specific information about someones account. I disagreed at this was more general. I asked is there any one else I could speak to help me get the offer. The supervisor said, no and something to effect this is high as this is going to go. I do not know if other customers have experience this, but this should be looked into. I opened this account as a trail run to see if I would bring my business over, but I am really disappointed in Key Bank. I would really like them to credit my account with the {$400.00}.
Company Response: Closed with monetary relief

Timely Response

2019-08-03

Lafayette Hl, PA

Incorrect information on your report

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

Account status incorrect
Complaint: I have an autoloan that is open and in good standing now reporting closed. At first it was just 1 credit bureau, now its reporting this way to all credit bureaus. I called the credit bureaus and submitted disputes, but it is my loan company reporting incorrectly. I've called 3 times over a month and the bank tells me my account is open, in good standing, and not even late. There was also a comment about on my account about returning to active military, but I'm not even in the military! Noone at the bank can give me a reason as to how or why this is reporting this way, therefore they haven't fixed it. Im looking into getting a mortgage and this is a huge setback!
Company Response: Closed with explanation

Timely Response

2019-07-30

Hartford, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2019-07-30

Keyport, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-07-30

Rochester, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-29

Manlius, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-07-29

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-07-26

Chicago, IL

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: This past month I noticed that my credit score had decreased significantly via XXXX XXXX ( it was XXXX in XXXX and is now XXXX. I looked into this further today via my credit report and saw that I had a private loan from XXXX XXXX that was past due. I called XXXX XXXX and learned that my loan went from from XXXX XXXX ( servicer ; XXXX ) to Key Bank ( lender ; XXXX ) to collections. The initial person I spoke with from XXXX XXXX said it was over 120 past due ( started in XX/XX/2019 ). He said I could call Key Bank and it would either be handled as a rehabilitated loan or as a default ( paid off so that it no longer affects my credit ). Then I called Key Bank and they said I could pay the full balance ( {$21000.00} ) or {$14000.00} as a settlement, or that I could make monthly payments until I could pay off the balance. I told the represenatative I did not have the money to do this and inquired about other options and he said there was nothing they could do. I then called back to inquire about the forebearance/deferment status of my loan considering I had just XXXX as a XXXX XXXX XXXX XXXX in XX/XX/2019. The woman told me to call back XXXX XXXX to ask these questions. I called XXXX XXXX and spoke with XXXX who looked into this to tell me that the XXXX XXXX was not updated by my school ( XXXX University ) about my student status ( forebearance/deferrment as I was a XXXX XXXX XXXX until end of XX/XX/2019 ) until XXXX ( a month after graduation ). XXXX XXXX is going to contact Keybank to see if the loan can be reinstated and backdated ( loan and credit ). They told me to check back in 1 to 2 weeks. I feel this is unfair as I didnt receive any letters or call notifications ( my parents contact address and phone was in their records ). In addition, my school didnt update the XXXX XXXX regarding my status and in XXXX ( when the loan was expected to start receiving payments from me ) I was defending my XXXX dissertation.
Company Response: Closed with monetary relief

Timely Response

2019-07-26

Hartford, CT

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

2019-07-25

Dayton, OH

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I deposit a check into my checking account on XX/XX/2019 on XX/XX/XXXX i went inside Key Bank they explain to that the check was not signed right and that they were going to take care of this and that the check was cleared and the funds will be available on XX/XX/2019 well the XXXX came and there was still an issue with the check they frozen my account so i went to the bank with the same issue ask the manager to close my account she told me that she did and took my debit card i check my moblie account the account is still open she never honor my wishes
Company Response: Closed with explanation

Timely Response

2019-07-24

CA

Charged fees or interest you didn't expect

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

Complaint: I have an approved funding from XXXX XXXX which is to be funded by Key Bank - New York Branch. Over a period of several months, I have made several fee payments to a number of various individuals as called for by XXXX XXXX, Key bank Manager, a Mr. XXXX, Bank General Manager and XXXX XXXX ( XXXX XXXX Loan manager ). I was required to make several payments to various people, and which over the course added up to over {$25000.00}. For the last several fee payments ( at least 5 ) I was told by bank manager XXXX XXXX and Bank General Manager that each of these payment would be THE LAST FEE PAYMENT and would result in the funding of my account as approved by XXXX XXXX for {$95000.00}. There has never been a deposit to my account and there is always another fee to be paid. Some of the fees ( PPI insurance ) has been paid at least two times and this manager is calling for yet another payment. The payments and fees never end and has never been the last payment. Currently, there is another fee being called for for insurance before funding my account. History of this operation has shown that as long as I make a payment, there will always be one more last payment.
Company Response: Closed with explanation

Timely Response