ComplaintsforKeyBank

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/24/2023 through 11/27/2023, my identity was hacked by a malicious actor who made several fraudulent charges through various money transfer applications such as *****, ***** *****, ******** and *** *** ****. The malicious actor wired the money to a ***** ***** account and some went to a foreign bank account. The hacker, through 7 charges through *** *** ****, six of them on the same date, stole $9,808 from my Key Bank debit account. I immediately called the Bank to dispute the charges and they opened an investigation. To support my claim of fraudulent charges, I provided them with a written e-mail transaction with *** *** **** customer support that confirmed that the charges were fraudulent. Additionally, I provided the police report that stated that there was an ongoing investigation of theft that the ********* ** Police Department is conducting. Key Bank, initially gave me a provisional credit of the amount that was stolen. However, after concluding their investigation they determined that it was me who made those charges and reversed the provisional credit from my account on 02/01/2024. I immediately appealed the case and offered to provide any additional form of proof or documentation or anything else that they may require to prove that my account was hacked. They denied my case again. I would like to reiterate that 6 high amount charges were made from the account in the same period without any form of verification or safety mechanism to make sure that these charges were legitimate from Key Bank. I was able to get the rest of the money back that was stolen from my ** **** account whose fraud department was able to determine the proof of my case and returned my money. If you require more proof that my account was hacked I am willing to provide that.

  

  Business response

  06/14/2024

  Dear ******** *******:

  This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding your
  displeasure with the outcome of a dispute. We regret the frustrating experience you’ve had and would like
  to share the results of our investigation.

  Upon review, you notified KeyBank’s Fraud Hotline regarding alleged, unauthorized transactions on
  November 26, 2023, relative to your Account ending in 1678. As a result, three disputes were
  immediately opened. All correspondence pertaining to the disputes referenced below is enclosed.

  Dispute ************ pertained to ***** transactions totaling $6,000.00 posting to the Account between
  November 20, 2023, and November 26, 2023. Confirmation of the dispute was mailed on November 26,
  2023, and listed two pending transactions which would be added to the dispute should they post. A notice,
  dated November 28, 2023, was mailed to confirm the addition of two transactions following their posting
  to the Account. Provisional credit in the amount of $6,000.00 was issued on November 29, 2023, with
  notification sent that day. The provisional credit became permanent on December 12, 2023, with notice
  mailed that day.

  Dispute ************ pertained to four Automated Clearing House (“ACH”) transactions totaling
  $8,055.98 posting to the Account on November 21, and 22, 2023. Confirmation of the dispute was mailed
  on November 26, 2023. Notification was sent regarding the merchant, ******** Inc., providing $1,502.99
  credit for one of the transactions on December 4, 2023. Provisional credit in the amount of $6,552.99 was
  issued for the remaining three disputed transactions on December 4, 2023, with notification sent that day.
  Provisional credit in the amount of $5,000.00 became permanent December 4, 2023, with the remaining
  $1,552.99 becoming permanent December 9, 2023. Notices were mailed on each of those days.

  With regard to dispute ************, confirmation was mailed on November 26, 2023, regarding your
  dispute of six transactions totaling $8,848.00 with the merchant ****** **** ** ***. which posted to the
  Account on November 21, and 24, 2023. An additional $960.00 transaction with the same merchant was
  added to the dispute after it posted to the Account on November 27, 2023, with notification mailed on
  November 28, 2023. Provisional credit in the amount of $9,808.00 was issued on December 7, 2023, with
  notice sent that day. Notification was mailed on January 24, 2024, regarding the denial of the dispute. 

  The denial was the result of our review of merchant documentation received during our investigation which
  denotes your use of the merchant’s services. Information contained in the enclosed merchant documents
  was used to substantiate your participation in the transactions, leading to the denial outcome.

  We received a request to reopen dispute ************ on March 29, 2024, with confirmation mailed
  that day. Denial of the dispute was mailed on April 1, 2024. This determination was made following our
  review of all documentation submitted. If you have additional documentation not yet provided, which you
  feel supports your claim, please submit them to *******************************.

  As a result of the alleged fraud, our records confirm a Key Select Checking Account ending in **** was
  opened on November 27, 2023. The affected Account was subsequently closed on December 15, 2023.
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8 a.m. to 6 p.m. Eastern Standard time.

  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.

  
  Sincerely,
  Eileen K.
  Enterprise Client Relations
  Office of the Presiden

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In summer 2022 I've asked ********** ******, manager of *******, ** Key Bank branch about Home Equity Line of Credit for my primary residential property. At the time of my inquiry I've had an existed line of credit for $632,000, originated at the same Key Bank branch about 5 year prior. At the initial meeting the manager acknowledged of being fully aware of the existed line of credit details. The property value increased considerably and I was thinking about getting new HELOC for about $800,000. I've made very clear, that I am not interested in new HELOC, unless it is "0" out of pocket expenses. It was accepted and confirmed by the manager. After several weeks, ********** presented me an offer of new HELOC for $500,000. Considering my existed Key Bank HELOC for $632,000, this offer sounded a bit crazy. I've told ********** ******, that I'd rather cancel my request, because I now have doubts about quality of service. However, she insisted on keeping the process going and assured me, that the amount can be increased. Finally she presented me an offer for $735,00, which I've accepted. In time of signing she told me that shown charges will be reimbursed, however, the first Account Statement showed the charge for $1,102.52 plus $2.05 of interest, totaled $1,104.57 . When I confronted ********** about the charges and requested the full refund, she promised me to clarify the issue. I also mentioned, that I am willing to cancel the HELOC, because Key Bank charged me over $1000 for increasing the existed HELOC for about $100,000 and that is completely contradict with my initial request and her promises. Since than ********** ****** dragged the case for months, and multiple times promised to find the solution. I can't trust her or Key Bank anymore. Would very much appreciate if BBB can assist with the resolution. Thank you.

  

  Business response

  05/08/2024

  Dear Ms. *****:

  KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by
  ********* ********. KeyBank is committed to providing ease, value, and expertise to our clients. On
  May 8, 2024, KeyBank responded to ********* ********’s concerns in writing. I have enclosed a copy
  for your review.

  KeyBank values their feedback and the opportunity to address their concerns with quality and integrity. If
  I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 7pm Eastern time.

   

  Dear ********* ********:

  This letter is in response to your concerns filed with the Better Business Bureau related to your Home
  Equity Line of Credit. We regret the frustrating experience you have had and would like to share the
  results of our investigation.

  We determined that you applied for the Home Equity Line of Credit and agreed to the enclosed Key
  Equity Options Agreement (“Agreement”) on September 2, 2022. Section 20 of the Agreement disclosed
  the Annual Membership Fee in the amount of $50.00, which is assessed during the draw period, and
  Section 22 disclosed the additional charge related to the title in the amount of $848.00. The Home Equity
  Line of Credit paid off the balance of your former Home Equity Line of Credit Ending in 7737 in the
  amount of $204.52. In addition to the disclosed charges of $848.00 and $50.00, as well as an interest
  charge in the amount of $2.05, the total new balance amount for the Home Equity Line of Credit on its
  first statement dated September 22, 2022 (enclosed), was $1,104.57.

  Review of your interactions with the ******* Branch determined that they did attempt to assist you, but
  they were unable to reimburse any of the Home Equity Line of Credit’s balance as all the charges were
  disclosed within the Agreement. We regret any frustration and inconvenience this has caused you. Thank
  you for bringing this to our attention, and please be assured that we are continuing to investigate this
  matter internally with the appropriate personnel.

  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 6pm Eastern time.

  Sincerely,
  
  Teneisha D.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Key Bank sent me a promotion in the mail. I wanted to take advantage of the promotion because they said they would give me $500 if I opened a checking account and deposited at least $1,000 from direct deposit by a certain date in which I did that x 2 deposits by the deadline. I called before I opened the account and then I called Key Bank twice after opening an account to make sure everyone was telling me the truth: that I qualify. I was told I qualified and that if I received the promotion with my name on it then I qualify. I had closed a Key Bank checking account in end of Feb or beginning of March of 2023 and I asked Key Bank employees if I qualify regardless. I was assured and reassured that I qualified and that I needed to just wait until the end of the promotion is over for the deposit since I met the requirements. I spent money and time and part of my payroll to be direct deposited when I called Key Bank yet again, Friday, MARCH 22 and was told by a supervisor that I did not qualify. I told her that I had called and was told I did multiple times. I am asking for Key Bank to follow through on their promise and what they told me as a customer that I would “definitely” be getting my $500 from the promotion.

  

  Business response

  04/15/2024

  Dear ***** ********:

  
  This letter is in response to your issue filed with the Better Business Bureau regarding an account opening
  promotion. We regret the frustrating experience you’ve had and would like to share the results of our
  investigation.

  
  Our records confirm that you previously held a Former Checking Account with KeyBank which was
  closed on March 16, 2023, as reflected on its enclosed monthly statement dated April 5, 2023. On
  February 1, 2024, you opened a New Checking Account online with a promotional offer to receive a gift
  deposit of $500.00 after making a single direct deposit of $1,000.00 or more within sixty (60) days of
  opening. Although you met the direct deposit requirement on February 14, 2024, your New Checking
  Account was ineligible for the promotion because it stipulated that it was not available to any individuals
  that had a KeyBank checking account in the last twelve (12) months.

  
  On March 1, 2024, you contacted Customer Service by telephone to inquire on your qualification for the
  promotional offer, and the representative requested that you call back with a copy of the offer you
  received as they could not locate it on your profile. On your next call with Customer Service on March 2,
  2024, you were misinformed by the representative that your New Checking Account had qualified for the
  promotion and to wait up to sixty (60) days for the gift deposit. Additionally, we confirmed that due to a
  system issue, you were mailed this promotional offer in error although you were ineligible. Therefore, we
  have determined KeyBank will be honoring the promotion. submitted a premium exception request on
  your behalf. Please allow internal processing for up to one statement cycle for the credit of $500.00 to be
  applied to your New Checking Account.

  
  We sincerely regret any frustration and inconvenience this has caused you. Please be assured we have
  addressed it internally with the appropriate personnel. We use client feedback, both positive and negative,
  to reinforce or improve our delivery and servicing of client accounts. Thank you for bringing this to our
  attention, and please accept our apologies for not delivering the simple and clear banking solutions you
  deserve.

  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 6pm Eastern time.

  
  Sincerely,
  Cheryl **** *
  Enterprise Client Relations
  Office of the President

  Customer response

  04/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

   

  I want to personally thank Key Bank for making this right! I will now be a very happy customer and offer many recommendations to people to become customers of Key Bank! Key Bank, thank you! You are now my top bank  for all my banking needs!
  
  Regards,
  
  ***** ********
  
  

  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother has dementia and I have been POA on all of her financial accounts for several years. She has several accounts at KeyBank which I am POA on and have provided POA documents to the bank. I recently discovered a new account that she had and requested the Bank to add me as POA. Since I was POA and they had my paperwork already I assumed this to be a simple process. After working with he local branch manager I was informed that I would need to provide another copy of the POA. I did so. After about a week of delays I was told that I would need a letter from my mothers doctor stating that the POA was still valid and that she was unable to make financial decisions herself. I provided that. After another week or so I was told I would need to sign a "certification of effectiveness" and have it notarized. I did so. It has been over 7 WEEKS and the bank has still not added me to the account. I keep getting "it will be resolved soon" but it never does. This is keeping me from managing my mothers money effectively and opening up the account to fraud since I am unable to see or manage any activity within it.

  

  Business response

  03/19/2024

  Dear Better Business Bureau:

  KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office and the
  Consumer Financial Protection Bureau by **** ********. KeyBank is committed to providing ease,
  value, and expertise to our clients. Upon completion of our investigation, KeyBank will provide a
  response to the Consumer Financial Protection Bureau in writing.

  KeyBank values their feedback and the opportunity to address their concerns with quality and integrity. If
  I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 7pm Eastern time.

  Sincerely,
  
  Teneisha D.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 19, 2024 I returned products to a retail store totaling to $88.38. I waited the 3-5 business days for the refund to show up in my account, however, over a month later and I am still waiting. Over the past few weeks I have been in contact with the customer service department from the retailer as well as KeyBank. The only response that I’ve gotten from KeyBank is that they can not find the refund. However, the retailer has provided proof that the refund was processed successfully on January 20, 2024. I relayed the information of proof to KeyBank and I was told they could not do anything for me. I have trusted KeyBank with my money for years and now they are showing they do not care about me or my money. I want my refund of $88.38.

  

  Business response

  03/20/2024

  Dear ******** ********:

  This letter is in response to your issue filed with the Better Business Bureau about a missing refund on
  your Account. We regret the frustrating experience you have had and would like to share the results of
  our investigation.

  A thorough review found no record of the refund in the amount of $88.38 from ********. We confirmed
  during a review of your interactions with Customer Service that you paid with cash for the merchandise
  for which you are expecting the refund. Therefore, we kindly recommend that you continue to work with
  the merchant for a resolution. Unfortunately, we cannot file a claim for missing refunds on cash
  purchases.

  If I can be of further help, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 6pm Eastern time.

  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
  Sincerely,
  
  Teneisha D.
  Enterprise Client Relations
  Office of the President

  Customer response

  03/29/2024

  I am not satisfied because I have trusted this bank with my money and this situation just goes to show they do not care about me and my money. I do not understand this. Companies have budgets for situations just like this, but they clearly do not care. I will just close my account in the near future and find a bank that actually cares.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm 73 years old. I'm not a computer savy person. Last year 2023 I was in an out of the hospital with different health issues from heart problems, diabetic complications and other health issues. On my last stay I told my oldest daughter to please check the bank statement since I was having so many issues and I really didn't know what was going to be the outcome. She checked and as soon as she saw charges called me and asked me about them. there were about 4K of charges and None of them were mine. She called the bank and right away cancelled my card and disputed the charges that range for almost the year. I received the money back provisionally, but today I noticed it was taken back. I found out that after 60 days, even if I prove that I was really ill and in the hospital, I won't get my money back. The bank is supposed to keep your money safe, at least that is what I thought. They don't. I didn't even get one call regarding charges made on my account, not one call, not one letter questioning the transactions. Anything that would have suggested something isn't right with my charges. It is very disappointing that KEY bank doesn't care about their customers. I have very little income and I would like my money back.

  

  Business response

  02/29/2024

  Dear ****** ******: 
   
  This letter is in response to your concern filed with the Better Business Bureau related to your dispute 
  claim. We regret the frustrating experience you’ve had and would like to share the results of our 
  investigation. 
   
  On November 13, 2023, our records confirm you contacted KeyBank to file a dispute totaling $3,298.16, 
  for transactions dating back to January 3, 2023. As stated in Section 13 of the enclosed Disclosure 
  Statement and Terms and Conditions for Electronic Fund Transfer Transactions, “Telephone or write us 
  using the address and telephone number provided in Section 2 of this Disclosure and Terms as soon as 
  you can, if you think your statement or receipt is wrong or if you need more information about a transfer 
  listed on the statement, or receipt. We must hear from you no later than 60 days after we sent you the first 
  statement in which the problem or error appeared.” Our review found the statement containing the first 
  reported transaction was issued on January 9, 2023. 
   
  KeyBank provided permanent credit for the first reported error and any other errors within 60 days of the 
  statement date containing the first reported transaction. The remaining transactions in the dispute have 
  been denied. A number of transactions, totaling $88.66, were credited back to your account by the 
  merchants. I have enclosed all applicable dispute communications sent regarding this claim for your 
  convenience, including the final resolution letter sent on January 10, 2024. Moving forward, if you wish 
  to provide further documented proof supporting dates you were in the hospital, you can e-mail 
  *******************************, and we will review accordingly. 
   
  Lastly, our review has found that these transactions aligned with the normal transaction activity found on 
  your Account previously, and therefore did not trigger a fraud alert. We apologize for any inconvenience 
  or frustration this matter may have caused. We recommend all clients review their transactions closely to 
  ensure no errors occur.  
   
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For 
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday 
  from 8 a.m. to 6 p.m. Eastern Standard time. 
   
  Sincerely, 
   
  
    
  Colin C. 
  Enterprise Client Relations 
  Office of the President 
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a keybank account. That account includes fraud protection. In the summer, I returned a dress to a business and they never refunded me my money. The location of the business closed therefore the store claimed they never received the return. This was an outright lie as the dress never physically left the store. The business made us wait until the wrong dress was delivered and we went to the physical location to perform the return, never even taking possession. We were told they issue a mailed check which never arrived. I had correspondence with the business which ended when they closed. The parent business refused a refund and keybank refused my claims and took almost $800.00 from my account. Since, I have poured every dime I have into digging out the account but they keep charging me fees as I cannot control the automatic charges that come out and they have been charging astronomical fees as a result of me being overdrawn. Prior to this point, there was never an issue with my account.

  

  Business response

  02/12/2024

  Dear ***** *******:

  
  This letter is in response to your issue filed with the BBB regarding a denied dispute. We regret the
  frustrating experience you’ve had and would like to share the results of our investigation.

  
  Our records indicate that you filed a dispute on August 13, 2023, alleging that you returned merchandise
  purchased in a transaction from ******* ****** in the amount of $798.42 on June 17, 2023, and that the
  merchant failed to provide you a refund. Provisional credit for this transaction was provided the same day.
  After review, we determined that the transaction was valid, and the provisional credit was reversed from
  the Account on November 15, 2023. Then, on November 15, 2023, we received an additional request to
  re-open this dispute. As no additional information was provided, the outcome of this dispute decisioning
  remains the same. Please contact the merchant directly for further resolution. I have enclosed a copy of
  the dispute letters for your review.

  
  Additionally, your Account currently is opted-in to overdraft consent. This selection allows your Account
  to be overdrawn and transactions to process even when the Account may not have available funds.
  Everyday ATM and Debit Card transactions that would normally be declined if the funds were not
  available, would be approved to be deducted from your Account and any applicable fees will be assessed
  appropriately. Please see section 6 of the enclosed Deposit Account Agreement and Funds Availability
  Policy for additional information. To alter your current overdraft consent election, please visit your
  nearest KeyBank branch location or contact our customer service line at 1-800-539-2968. Finally, it was
  determined that we are unable to provide any additional overdraft fee refunds at this time, as you have
  already been refunded $80.00 in overdraft fees on November 24, 2023.

  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8am to 6pm Eastern time.

  
  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.

  
  Sincerely,

  
  Keisha B.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started the merchant service with the Key Bank, but I returned the equipment to the International District branch in ******* ** on June 10th 2023. I have told the merchant service manager Le that I cannot use it because the language and it was too complex for me, so I returned the equipment and hope to end the lease. However, 6months later the equipment is still not returned to the merchant service and the leasing fee is keep charging. Even worse, I was told that Le ([email protected]) is not working at the branch now, so nobody knows where the equipment is, which means I will need to keep paying that fee and maybe other fees in the future. I had leave ******* and my business is closed, I cannot walk in that branch so I tried to call them directly, but the call is never been answered. I call the customer service and request to transfer the call. It worked on first day, this is how I know Le is not working there any more. But when I do it again to follow up where the equipment is, the call transfer not works any more. It gets disconnected when the representative process the transfer. Every time! The branch may banned my number.

  

  Business response

  01/23/2024

  Dear **** **:

  
  This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
  experience you’ve had and would like to share the results of our investigation.
  On June 2, 2023, you signed the enclosed Merchant Services Agreement. As disclosed in Section 11 of
  the enclosed Equipment Lease Agreement:
  You agree that all Equipment returns shall be to **** *********** **** ****** ***** ********* **** *****, be done in a manner that can be tracked, and shall have Lease number referenced on
  the return packaging. You understand and agree that your failure to return the Equipment in the
  manner noted in the preceding sentence will delay our receipt of the return and possibly result in
  you being charged $100. If returned Equipment shows excessive wear and tear or is not in good
  operating condition (in each case, as determined by us in our reasonable discretion), you will be
  charged our cost to restore such Equipment to normal or good operating condition, as
  applicable.

  
  Upon the signing of the enclosed Merchant Processing Agreement, on June 9, 2023, Fiserv reached out to
  you offering assistance with the equipment. During the call, a translator was made available to you at
  your request. During this call, you advised us that you did not need assistance with the equipment and
  declined the assistance offered.

  
  The equipment was not returned in the fashion required under the Merchant Services Agreement, and as
  such, we are unable to provide compensation for you. Please contact ***** **** ****** ******* at **** ********  to discuss any potential options of exiting the lease. If a decision is made that the equipment

  can be returned, please contact the International District branch at ************ to make arrangements
  for the return of the equipment.

  
  Finally, all phone lines at the International District branch are working properly. Although they do their
  best to answer incoming calls, that may not always be possible if employees are assisting customers. We
  were unable to find any evidence of a voice mail being left for the branch to return your call, but that
  option is available if you are unable to reach somebody when you call.
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8 a.m. to 7 p.m. Eastern Standard time.

  
  Sincerely,

  
  Vincenza H.
  
  Enterprise Client Relations
  Office of the President

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have contacted the *** and they can process the return, but the main point is where is the equipment?
  
  Is this means the branch had find that equipment and the only action I need to do is contact that branch to confirm the return? But the question is I cannot get contact with them: all my called are not answered.
  I need someone at that branch contact me!
  
  Regards,
  
  **** **
  
  
  
  
   

  

  Business response

  02/06/2024

  Dear **** **:

  
  This letter is in response to your continued concern filed with the Better Business Bureau. For your
  convenience, I have enclosed our initial response to you dated January 23, 2024. On January 30, 2024,
  KeyBank contacted you and conferenced in a representative from ***** **** ****** ******* (“****”).
  During the call, the following options were provided to you if you wanted to end the lease agreement:
  • Option one: Return the equipment to **** and pay off the lease, which as of January 30,
  2024, was approximately $1,303.54; or
  • Option two: Buyout the equipment (no return of equipment needed) and pay off the lease. This
  option entails paying approximately $1,458.33.

  
  Please be advised that with both options, the payment would need to be made in full to end the lease
  agreement. **** advised they could accept a one-time ACH payment, or you can pay by debit or
  credit card. I have enclosed a copy of the lease agreement.

  
  As the equipment is currently at the International District branch, once you have determined what
  option you would like to proceed with, please contact ****** in Key Merchant Service at ********** ****.

  She will assist you with the next steps with ****, as well as making any necessary arrangements
  for the return of the equipment.

  
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
  from 8 a.m. to 6 p.m. Eastern Standard time.

  Sincerely,
  Vincenza H.
  
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a Keybank debit card that was issued to me from ******** ********** ** ********** ******** (****) through Key2Benefits in 2020. The card was never used because I signed up for direct deposits from the state for unemployment benefits. Apparently, the state sent my first unemployment payment of $1844.00 to the card because I was sent a letter late summer of 2023 regarding unclaimed funds. It stated that if I filled out the letter with my information the money would be mailed to me in the form of a check within 90 days. I was unaware of unclaimed funds before the letter was issued and had discarded the card already, so I took the option of filling out the form and mailing it in. After 90 days I still received no check. When I called Keybank about the situation on December 14, they stated that my account was closed on September 17, the check had been mailed out in September 24 and I had not reached the 90 day limit yet which would be December 15. Already this makes no sense because it does not take 90 days for mail to reach my house. So I called back December 15 after not receiving the check and they stated they couldn't do anything about it and the unemployment dept were responsible for it. When I spoke to the Illinois unemployment office they stated that once the money is issued to a Keybank card, they have no access to it anymore and that I had to speak to Keybank about the issue. I've spoken to several Keybank agents, none of which were helpful or had an answer for my issue (some even refusing to help and hanging up on me) until I get to an agent that claims my account was closed December 15 and that the check will take another 90 days to be issued. This completely contradicts what I was told the week before and now they are asking me to wait another 90 days for MY money that should have arrived over the summer. This is unacceptable and I want the matter escalated and expedited. There is no reason why I should not have received my check already.

  

  Business response

  01/25/2024

  Dear ****** *******:

  This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding the lack of receipt of
  funds owed from an allegedly closed Key2Benefits Account. We regret the frustrating experience you’ve had and would
  like to share the results of our investigation.

  Review of our records confirms the ******** ********** ** ********** ******** (“****”) posted $1,844.00 to your
  Key2Benefits Account on May 20, 2020. Due to lack of activity dating back to May 26, 2020, the notification you
  acknowledged receiving was mailed regarding the funds remaining in the Account to prevent their escheatment to the
  State of *******.

  I’ve confirmed receipt of your returned form, was advised the funds were debited from the Account on August 21, 2023,
  followed by Account closure. Subsequently, the funds were placed in a General Ledger awaiting ****’ approval to wire
  the funds to them. Approval was received on January 12, 2024. As of January 17, 2024, **** confirmed receipt of the
  funds; therefore, it is now their responsibility to contact you and remit a $1,844.00 check for the balance owed. If you
  have not heard from ****, or received your funds upon receipt of this letter, please contact them directly for an update.
  Interactions with Key2Benefits Customer Service were reviewed. We found inaccurate information was provided to you
  during a call on December 14, 2023, regarding a check sent to you. The agent provided this information as the result of an
  incorrect note placed on the Account. I assure you the inadvertent error was addressed internally with the appropriate
  personnel. We were unable to substantiate your claim of being hung up on during our review of recorded calls; however,
  I truly regret our customer service did not meet your expectations.

  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
  TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 6pm Eastern time.

  Sincerely,
  Eileen K.
  Enterprise Client Relations

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I called **** and multiple employees there have stated that once the money is issued to Keybank **** has no access to it. Furthermore, they have no record of any approval being given on January 12, 2024 or funds being received on January 17, 2024. They explicitly stated that they do not receive funds back from Keybank. So I cannot accept the written response from Keybank as true and I still demand my missing funds be found and issued immediately.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Aug 2023, my husband received a text from KeyBank flagging a ***** ****** transaction as possible fraud. I immediately checked our acct & noticed tons of fraudulent transactions nearing 1K or more. I didn't recognize any of the merchants--all were in & around *******, ***-a state we've never been. We live in ** & haven't traveled out of state (sans **) in at least 11 yrs. We've been Key acct holders for nearly as long, so this should be evident in our acct history. We pointed out every fraudulent transaction w/ a Key rep & received provisional credits next day. These became permanent as Key found them to be fraud thru their investigation. Now, Key has decided some transactions were NOT fraud & will be withdrawing that $ from our acct. They claim: "Your physical card was present when the transaction occurred, "the card was in your possession," &, "we have found conflicting info from your card & recent banking activity." I called & begged them to explain to me HOW my husband swiped his card @ a shop in ** AND a restaurant in ** on the same day? PLEASE tell me how my husband was "present" @ the time of these transactions. Did he drive there? Did he fly? Where are the purchases for gas across multiple states if he drove? Where is the transaction for airfare if he flew? We know not a single soul in **, so where did he stay? My husband would need a body double to be in *******, of all places, while also working 10hr shifts in ** where we live. I asked which "investigators" we could send our ********* activity, punch cards, pay stubs, statements from our bosses & fam members. Her answer was that we can't. Interesting. The Key rep was able to 're-dispute" our case, after saying she couldn't, but can't guarantee the $ won't be taken from our acct on 11/17. I have 0 faith Key will do the right thing. We will be closing our acct regardless. If forced to pay for a scammer's shopping spree states away, we will be filing a complaint with the CFPB as well.

  

  Business response

  01/05/2024

  Dear Mrs. *******:

  This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding the partial
  denial of a dispute that was filed on the Account. We regret the frustrating experience you’ve had and
  would like to share the results of our investigation.

  On August 15, 2023, unauthorized transactions posted or pending on the Account were reported over the
  telephone, and a dispute claim was filed for a total of fifteen (15) transactions. Your Account was
  provisionally credited while we conducted our review.

  On November 9, 2023, we informed you in writing (enclosed) of our findings for a total of five
  transactions filed within your dispute claim, “We have found conflicting information with your claim from
  our review of your card information and recent banking activity. It is our determination the disputed
  transaction(s) were authorized.” The letter advised on November 17, 2023, the previously issued
  provisional credit in the amount of $81.90 would be reversed from your Account. The remaining
  provisional credit of $1,035.90 was finalized on November 11, 2023 when the remaining transactions in
  the claim were approved (see enclosed letter).

  Upon review of the information provided in your filing with the BBB, as well as your interactions with
  Customer Service, we determined an error occurred when the claim was filed in which two transactions
  were included that were not reported as unauthorized. We sincerely regret any frustration and
  inconvenience this may have caused you. We use client feedback, both positive and negative, to reinforce
  or improve our delivery and servicing of client Accounts. We appreciate you bringing this to our
  attention, and please be assured it has been addressed internally with the appropriate personnel. On
  January 2, 2023, we removed the two transactions in the amounts of $20.00 and $9.00 from your claim
  and reopened it. Enclosed is the letter that was mailed on that date as confirmation. Once the new
  investigation into the three remaining transactions totaling an amount of $52.90 is complete, you will be
  notified by letter of the outcome at a future date once the case has officially concluded.

  If I can be of further assistance, please contact me, citing the case number above, at **************. For
  clients using a TDD/TTY device, please call **************. We are available Monday through Friday
  from 8am to 7pm Eastern time. 

  Thank you for allowing us to serve your banking needs and contribute to your financial wellness.

  Sincerely,
  Jessica B.
  Enterprise Client Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩