Date Received: 2023-03-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Key Bank opened duplicate checking and savings accounts in my name in XXXX of 2022 as well as incentivized me to open the accounts with a promise of {$300.00} if I set up direct deposit. To date the {$300.00} incentive has not been received and only the duplicate checking account was deleted. I still have XXXX active savings accounts despite bringing this to the attention of XXXX customer service associates and the bank branch manager. I have been requesting and following up on the status of my {$300.00} marketing incentive that was due to me no later than XXXX. It is now XXXX and the bank branch was initially unresponsive until I contacted their corporate headquarters. I now have a Supervisor with corporate following up as of last week however, as of this week my {$300.00} incentive has still not been deposited to my account. In addition to these errors, my accounts were opened with a misspelling of my name and wrong birthdate used resulting in a fraud alert freezing my account. These errors were resolved after XXXX in-person trips to the bank branch, multiple emails and phone calls. Lastly, I wrote a check in XXXX that was made out for {$950.00}. Rather than release {$950.00} from my account, my check was only cashed for {$150.00}. Well over a month passed before this error was identified and my account was randomly overdrawn for the difference of {$800.00} with no communication with me as to why this error was made and how they intended to correct it which I believe violates some sort of regulation with timely corrections to erroneous withdrawals.
Company Response:
State: CO
Zip: 80130
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I had put in a application for a personal loan of {$5000.00} on XX/XX/2023 and I spoke to multiple people about it. I was told that I was going to get a call back within XXXX hours and I still havent heard anything. I have called everyday to speak back to them and everytime I call the person is always busy during different times of the day. I have some information written down for the person I was suppose to speak with but its been going on for XXXX weeks now and nobody has said anything else to me about it since.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: For 10+ years my XXXX XXXX came out of KeyBank CC. The XXXX account is 2nd of the month to the 2nd so when I originally started I would have been charged/set up on the 2nd. CC statement is 13th of the month, so I would have received my CC bill with the new charge on THAT month 's statement. Let 's just say for a moment the first bill did NOT hit in time, they would have received the 2nd bill from XXXX before my next due date with Key and I would have paid double to catch up. I have always paid on time. XX/XX/2023 I cancelled my XXXX account. The last bill that XXXX shows they sent Key was XX/XX/XXXX and on-line it shows XXXX balance, Key paid on the 12th and I paid Key, and they reflect that on the 28th. I get a bill from Key in XXXX for my normal payment. If XXXX didn't send them a bill, what am I reimbursing?? I asked Key to send me PROOF that they received a bill and if I'm wrong I will pay., They keep telling me I am paying for previous month which makes NO sense as XXXX bills in advance. I could be 100 % wrong about owing and if I am I have no problems paying, I just want proof and do not trust big banks to be honest at all. Once a Company ( and they have with me ) or person has lied, when can you believe they are truthful. So that I have no glitches on my credit I did pay bill but if in fact I am right and they are wrong, how much money are they making illegitimately on 10 's of thousand of people doing what I did? Unfortunately I'm using common sense that says if they received no bill, I should not receive one either
Company Response:
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Hello, the amount of XXXX dollars was stolen on XX/XX/XXXX, from my Key2Benefits Prepaid Debit Card. I reported to the bank right away about those unauthorized transactions. On XX/XX/XXXX I received a physical letters that it was confirmed, the money was stollen according to them and the money will be returned on my account, I just have to wait for a new card for two weeks ( I have those letters on my hand ), in the end Customer Support told me that the card was not even sent and then they said that the account was closed by XXXX. I contacted the XXXX they told me that account was closed because of scam activity and I have to receive refunds from Key Bank by check or direct deposit. Then I called again to Customer Service and they said that the check was sent on XX/XX/XXXX and I have to receive it in 10 business days, but I didnt received any letters .Then I called again and they said that the check was not even send, my question was when its gon na be send? Nobody cant answer me on this question already for tree months .Today is XX/XX/XXXX, I was contacted the supervisor of Key2Benefits Bank again, and the lady XXXX told me, that since I updated my physical address, which I did on NDOL on XX/XX/XXXX they still can not see my new address on file and that's why they can not issue a new check, witch is ridicules because I conformed with XXXX five times that they have my new address on file. I asked to send the check on previous address or where I got the latter from KeyBank on XX/XX/XXXX or make a direct deposit but they told me that they can not. As well I send them the proof of the new address on email and fax, and I have all confirmations that they recived it. I just wan na get those fands back. I was speaking to supervisors every day and they cant solve my problem and give me some answers. Can somebody help me what I have to do in this situation? Best regards. XXXX
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Dear Director XXXX : My wife and I have been customers of Key Bank for about 25 years. Since about XXXX our Key Bank products with the exception on a Roth IRA have always been in the name of our trust. Our Atty. told us not to change IRA name to a trust. On or about XX/XX/XXXX we closed a Money Market Account that was in the name of our trust and opened a CD in the name of the trust. I brought in the trust paperwork it was copied and I assume submitted. In XXXX the paperwork I received from Key did not indicate the Trust name on the CD. I called the customer service line and they called my branch while I was waiting. The CSR told me that the branch told him someone was working on the account and I would be called in a few days when it would be fixed. Absent a call I went into the branch and all the officers were busy. I was informed by a teller I would get a call from the bank in forty eight hours. Again no call. Around XXXX XXXX I looked at my bank statement and I saw that I was being charged a service fee for the money market account that I closed. I called the Key Bank toll free line and spoke with a CSR. She asked me if I specified that I wanted to close the account when I opened the CD. I said of course. She removed the fee and informed me that I had to go to the branch to close the account because it was in the name of the trust. Agitated I went to the branch and XXXX XXXX, a visiting officer, closed the MM account and changed the name on the CD to the trust. Finally a banker who offered what Key advertises ; PERSONAL SERVICE ; as opposed to at best impersonal service and at worst prevarication. I thanked XXXX XXXX for helping me. After he changed CD to the name on the trust I told him that if he had not ; I would complain to the CFPB. I thought the matter closed. Today XXXX XXXX told me that the branch wants me to bring my trust paperwork in again. Key Bank certainly believed that I had the same trust documents when they refused to close out a XXXX balance MM account over the phone. Are those documents lost as well? Is there someone who audits existing accounts for documentation?
Company Response:
State: OH
Zip: 43209
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Key Bank Case XXXX for card ending in XXXX I received a letter from KeyBank on Saturday, XX/XX/XXXX warning me that they decided the fraud I reported on my card in XX/XX/XXXX was not fraud. The letter stated the money would be deducted from my account on XX/XX/XXXX. I was given XXXX business days to speak with KeyBank. I called within 10 minutes of getting the letter on XX/XX/XXXX but it was pointless because they didnt have anyone with the right credentials to look at it until Monday XX/XX/XXXX, after the funds were taken. I have account alerts set up, KeyBank has my email address, but I received nothing about this other than the letter. I sent an email to the email address that was on the letter. In the email I told them they do not have authority to deduct these funds from my account. I told them they need to show me proper due diligence by : - Show me the transcripts of the conversation ( s ) KeyBank had with XXXX or access to the recordings of the calls. This will show that KeyBank did proper due diligence. - Proof of IP address where the order was placed from. This will show that KeyBank did proper due diligence. - Documentation of each step of due diligence done by Key, including transcripts and recordings of calls with myself. I also told the timeline of the fraud on my account in case the fraud team I spoke with on the phone messed up what I said. This is a timeline of what happened with fraud on my account. On Saturday XX/XX/XXXX, my husband signed into our KeyBank account and asked me if I bought anything at XXXX for almost {$300.00}. I said no and called Key fraud immediately at XXXX to report the fraudulent transaction. I was told my card would be closed. I went to the park with my family and received a text message from XXXX that items had been delivered to my home. My son was terrified that a burglar was at our house and I was scared too to be honest. We drove home to see what was happening because we did NOT place an order at XXXX. We arrived home and there were 5 bags of toiletries and food that I would never purchase. Like cheap toothbrushes - my family uses electric toothbrushes. And items Id never even heard of even like stuff to clean Covid off of clothes. Ive never had covid and I know it doesn't linger in clothes. I immediately got online and chatted with XXXX. The person I chatted with was XXXX. I told the representative to have someone come pick up the bags that were delivered to my home. She said they will not come to pick them up and I should not return the items to the store. She said to donate the items, keep them, or discard them. I do not want the items and they are sitting in my garage. The representative at XXXX said that they could not refund the money because my bank already stopped it from going through. I have asked XXXX for the transcripts of this chat but there has been no response. Basically there was nothing she could do because my bank was already doing something. When I spoke with the customer service at Key on Saturday, XX/XX/XXXX when I received the letter, she said the documents show Id bought at XXXX before. I told the Key rep and in the email to the company, that I did make a purchase from XXXX on XX/XX/XXXX. It was a special pack of XXXX cards for my sons birthday party favors. I do not remember saving my card details but Ive been told by others that its hard to find the button to opt out of saving card information, so maybe I did. I asked Keybank to look at the history of my account and they would see that I very rarely purchase anything from XXXX. If its once a year Id be shocked. I offered to show KeyBank 5 years of my consumer credit card transactions as well if they didnt believe me. This fraud occurred right before XXXX which was awful for us financially. It took days for our money to be given back to us. Then again this week to be given XXXX notice. {$260.00} may not be much to KeyBank and XXXX, but it is a lot to my family. I reiterated that Ive been a loyal customer since XXXX. I asked them to show me a purchase from XXXX that I did to have it delivered from my local store. There arent any and they did not respond. I believe the fraudster just forgot to change the default address before they had it delivered. KeyBank has not responded to 3 separate attempts to contact them. In my initial email and each time Ive resent it, I told them I will report this to the FTC and the CFPB after Wednesday XX/XX/XXXX at XXXX. I have not received any communication from KeyBank, even to tell me they are looking into it. I also included XXXX in my email and each time I recontacted Key and this is what I wrote to them XXXX : To Whom it May Concern at XXXX : fraudulent order number XXXX Please send me transcripts of the conversations between KeyBank and XXXX regarding this fraudulent claim and any other items related to this case. KeyBank and XXXX can respond to this email address XXXX I have heard from neither company.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I attempted to withdraw money from my checking account, after not being able to, I opened my KeyBank app and found that my account was closed. I called KeyBank customer service and was informed my account was closed for a " regulatory issue '' and that the funds from my account would be coming in a check mailed to me; said check would be at my house by the 2nd week of XX/XX/XXXX. The representative also told me that I was notified of the issues with my account via mail and email in the months of XXXX and XXXX. I had not received any such notices via mail or email. On XX/XX/XXXX I visited my local key bank ( XXXX XXXX XXXX NY ). I spoke to XXXX, a representative there. She could not give me any answers, but told me the check with my.money had been mailed and would be at my house within 7-10 business days. She told me she would reach out to the fraud department to figure out what happened to my account, and would call me back with answers. She also said that I was notified at some point from key bank, but not what I was notified of, or when the letter ( s ) were sent. Later that day, a notice came in the mail informing me that my account had been reviewed and " activity/information has been identified that is not in accordance with Keys Depost Account Agreement and Funds Availabilty Policy currently in effect. As a result, KeyBank intends to discontinue the business relationship ''. The letter also stated that " The remaining balance, if any, will be sent to the account statement address in the form of an official Bank Check ''. This notice was dated XX/XX/XXXX, and stated that my account could be closed no sooner than 5 days after the date of the letter. My account was closed on XX/XX/XXXX, exactly 5 days after the date of the letter and the account was closed 5 days before I had received the letter. The letter included a phone number for the KeyBank fraud department, so I called the number. The representative from the fraud department informed me that the " regulatory issue '' my account was closed for was for depositing third party checks from people who are not authorized users on my account. On XX/XX/XXXX I deposited a check worth just over {$1000.00} written to my girlfriends father via KeyBank mobile deposit. He had signed the back of the check, written " For KeyBank mobile deposit only '' as well as my account number on the back of the check. On XX/XX/XXXX, I deposited a check worth just over {$11000.00} written to my girlfriend and her father at KeyBank. I walked into the bank with my girlfriend, approached a teller and asked to make sure that there would be no issues depositing the check after my credit union had told me they do not cash third party checks. The teller told me there was no issue, they accepted third party checks, and the amount did not matter. My girlfriend and her father both endorsed the back of the check and it was deposited. The checks were not held for a long period of time, nor were there any issues that arose from them. On XX/XX/XXXX, XXXX called me back and told me that my account had been closed due to the third party checks. She explained that third party checks are against KeyBank policy and are not allowed. I told her about the checks i had deposited, and she told me that it wasnt allowed and there was no reason a teller shouldve let me cash them.She explained most of what the fraud agent and letter explained to me, and told me that she wasn't sure when my check would be in. I also visited another keybank branch ( XXXX XXXX XXXX XXXX NY ) to speak to a representative to ensure that the incident of my account closing would not effect my credit. He ensured me that the account closing would not effect my credit, or my ability to open or maintain accounts at other banks that are not keybank. He also mentioned that he had never heard of the policy against third party checks, and that there are regulars at his bank that deposit third party checks often. On XX/XX/XXXX, I reached out to the XXXX XXXX key bank to speak to someone about why my check had not been delivered yet. I spoke to XXXX again and she told me it was odd that my check hadn't been delivered, but that she would call the internal fraud department to see what's going on and give me a call back. After we hung up, I called the KeyBank customer service line and spoke to XXXX. After explaining my situation she informed me that I would have to call the KeyBank fraud department, as they could not see the details of my case. She gave me the phone number, I hung up, and immediately called the fraud department. After being connected with an agent from the fraud department and explaining my dilemma, they told me that they did not control when checks came, so I would have to speak to customer service. I explained that I had just spoken to customer service, and that they sent me to fraud. The fraud agent then reached our to a customer service rep and connected me directly to her. She informed me that she could not figure out why my check had not come, and said she would call Me back within 1-2 business days with an answer. It has been 1 business day and I have not received a call back from her. On XX/XX/XXXX ( the day of writing this ) I received a call back from XXXX at KeyBank. She informed me that the Fraud department had not ever written a check to me with the funds remaining in my account, and that she was unsure when they would or why they hadn't. She gave me the fraud departments phone number ( the same I had called previously ), as well as my case number and told me to call that if I had any further questions. I hung up with her and called the fraud department. After reaching the fraud department, I spoke with a representative named XXXX. After explaining my situation to her, and asking where my check was, she placed me on a brief hold. After coming back, XXXX informed me that I would have to reach out to my local key bank and speak to a branch manager to get more information about my situation. I explained I had just spoken to a rep from my local key bank, and they had sent me to her. She asked for who I had spoke to and the address of the key bank. After being placed on another hold, XXXX came back and had XXXX on the line with her as well. XXXX hung up and I spoke to XXXX, who informed me that she had no idea when or if my check would be written, or why my check had not yet been written. She told me I would have to come in tomorrow XX/XX/XXXX and speak to the branch manager in order to find out more information. Earlier this evening ( XX/XX/XXXX ) I called the key bank customer service line and spoke to a representative. I gave my first and last name and asked if KeyBank would allow me to deposit third party checks into my account. She informed me that she believed they would, and did not see any issue with it. After I asked weather or not the dollar amount made a difference, she said she did not believe it would. As of this moment. I am planning on meeting with the branch manager tomorrow as soon as the bank opens to speak about the situation at hand.
Company Response:
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Previously, I had a KeyPrivledge account with KeyBank. I moved to a different bank and requested that the account was to be closed on XX/XX/2022. Instead, KeyBank decided not to acknowledge my repeated request to close the account. Therefore, they continued to debit {$50.00} per month for XXXX, XXXX, XXXX, and XXXX of this year ( XXXX ), which has cost me a total of {$200.00} in fees. In late XXXX, KeyBank closed the account, charged two service fees of {$50.00} ( XXXX, XXXX ), totaling {$100.00}, and sent the account to XXXX XXXX XXXX for collections. Additionally, I'm sure, to XXXX XXXX and XXXX. This whole thing is a complete absurdity, and Key, you have lost me as a customer for life over this.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/23, I received a letter via mail to my address in regards to overdraft service protection being turned on for an account that I created. I called the bank and their fraud department was closed at that time, so they helped inform me that an account was created using my name, address, birthdate, email, phone number, social, and drivers license. The bank directed me to a location on Monday to go address in person. The bank called the fraud department on my behalf and indicated that the account was created online on XX/XX/23 with my license number. The account was approved with matching information. However, my drivers license information is different from the information that is on the application and I am currently living at. This should have triggered a red flag of inconsistent information. The account did launch live and was able to proceed in set up.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: ive written a letter to XXXX requesting to provide information showing the validity of a derogatory account showing on the report. They were not able to furnish proof and refuse to remove the account from my report after several attempts
Company Response:
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A