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Initial Complaint
03/18/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I opened a Key Smart checking account on Nov. 29, 2022 as part of an online bonus offer, which promised $200 if a direct deposit of at least $500 was made within 60 days. A payroll direct deposit of $505.59 occurred on Dec. 16, 2022. The bonus was promised within 90 such deposit. That deadline has passed with no $200. When I called March 14, I received confirmation the $200 offer code was linked to my account and that I had met all requirements, but the call was otherwise a waste of time. It is counterproductive for a bank to offer a bonus to attract new customers when the first thing it does is lie to them.
Business response
04/11/2023
Dear Mr. ********:
This letter is in response to your concern filed with the Better Business Bureau (“BBB”)
regarding the lack of receipt of a $200.00 promotional offer for opening an Account with
KeyBank. We regret the frustrating experience you’ve had and would like to share the results of
our investigation.
A review of our records found the Account was opened with a promotional marketing code
(ONAS1122) on November 29, 2022. A $505.59 deposit fulfilled the necessary requirement to
receive the promotion, posting to the Account December 16, 2022.
Further review of our records determined there was an issue with entering the promotional code
at Account opening. This issue prevented the code from importing to our system which would
automatically approve the offer and provide the funds within the stipulated timeframe after
requirements are met. We were unable to determine if this issue arose when you entered the code
or subsequently thereafter.
As a result of our review, a premium fulfillment exception request was submitted by your branch
of Account, ***** *******, on April 4, 2023. The exception was subsequently approved on April
6, 2023. Your Account will receive a $200.00 credit within 10 to 12 business days. We regret the
frustration the delay in receipt of these funds has caused you.
I was able to review your interaction with our Key2You Customer Service Line while you were
attempting to resolve this matter. I located one recorded call placed March 14, 2023. The agent
with whom you spoke assisted you to the best of her ability. She initially had difficulty locating
the code in our system, which would correlate with the explanation provided above. Thank you
for bringing this to our attention and I truly apologize 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 7pm Eastern 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 President
Customer response
04/18/2023
[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 finally got the bonus April 17.

Regards,

****** ********
Initial Complaint
03/10/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is in regards to my mortgage account # ******** with Keybank. I received the Escrow Account disclosure statement for my mortgage at the end of January 2023 and there was a shortage therefore my mortgage has increased. I called customer service because I make an extra payment towards escrow each month. I informed the representative that I make my payment in person at the Hartford branch and I have my receipts reflecting the extra escrow payments (I attached copies of my receipts). The representative told me that they were all applied to the principal and she can only go back 60 days to make the correction. I asked that the issue be escalated, she spoke with her supervisor who also agreed that they can only go back 60 days and basically told me that nothing else can be done. I also went in-person to the Hartford branch and they were not able to help me and advised me to call customer service. Unfortunately, I feel that's unacceptable and unfair, my receipts clearly state the extra payments to my escrow account instead of the principal and due to Keybank's mistake now there is a shortage in my escrow account and my mortgage has gone up when in actuality I should have had an overage and a potential refund as prior years. I'm sure if the roles were reversed, they would go back as far back as they want to get their money. So why is it that the customer always loses. I am requesting that this be corrected. I have attached my receipt for your review. Unfortunately, I felt that I got nowhere with Keybank branch and by calling customer service therefore I had to turn to the BBB. Thank you and I look forward to hearing that Keybank is going to do the right thing and correct their mistake.
Customer response
04/05/2023
[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. Thank you for your prompt attention to this matter.

Regards,

***** *********** *******

Business response
04/27/2023
Dear Ms. *********** *******:
This letter is in response to your concern filed with the Better Business Bureau (“BBB”) regarding
alleged, misapplied payments to your Account and dissatisfaction with the response received to your
request for correction. We regret the frustrating experience you’ve had and would like to share the results
of our investigation.
A review of our records confirmed the enclosed Escrow Account Disclosure Statement was provided on
January 24, 2023. The Statement indicates an Escrow shortage, resulting in a $54.79 increase to your
monthly payment.
A review of the receipts provided, in conjunction with the information entered into KeyBank’s Teller
system at payment initiation, found additional funds were applied to Escrow accurately for January,
February, March and November 2022. The remaining months of April through October, and December
2022, had additional funds inaccurately applied to principal, despite your receiptsindicating otherwise.
Also, your January and February 2023 payments had additional funds inaccurately applied to principal.
We determined this discrepancy arose when tellers entered your regular monthly payment incorrectly.
When payments were entered as $697.45, your regular monthly payment, the remaining overage was
applied to Escrow as they had indicated. On months the overage was applied to principal, we determined
tellers were entering your payment amount as $700.00, causing our system to apply the additional funds
inaccurately to principal.
Tellers at KeyBank’s ********* branch have been advised of the correct way to enter mortgage payments
when additional funds are provided. It is imperative they enter the exact, regular, monthly payment
amount, after which they can allocate extra funds to principal, Escrow, or both. We can assure you the
matter has been addressed internally with the entire staff of this location.
Further review with the ********* branch was unable to substantiate your bringing this matter to their
attention. They assured they would have escalated the matter had they been alerted.
KeyBank can typically correct payments going back 60 days. In your specific case, a correction request
for an entire year has tax consequences, requiring your approval. I engaged the Manager of the *********
branch to reach out to you on March 21, 2023. She was able to explain our ability to complete the
correction requested; however, a corrected INT-1098 form would generate as a result, causing you to
amend your 2022 taxes, if already filed. She received your verbal consent to have the payments from
April 2022 to current corrected accordingly.
The correction process began on March 22, 2023 and was completed on March 23, 2023. Your payment
received on March 22, 2023 will be applied after the other payment reapplications are completed. A new
Account analysis will be run to determine how your payment will be affected going forward after the
reapplications are completed. Communication will be sent following the completion of the analysis. I
truly apologize for the frustration this matter caused you.
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.
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 President
Initial Complaint
03/04/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Wire transfer 12/21/22-12/22/22 was sent twice I feel the way they handled it after hearing my phone call with the scanner asking me if I was being Scammed. Me saying no not knowing anything about fraud. After the fact they told me this happens all the time, and the did not even ask me what it was for , they never told me the price which would of stopped me immediately! Everything I have read and asked other banks you should pay up front for a wire transfer and what is it for. I receiver a pdf which was from a anti virus company I used saying they were taking an auto payment when I called life lock thing it was them the man said I had to down load the pdf and fill out a form, when doing that he went into my saving put my out money in to checking making it look like I made a degital error. Also when I went into the branch I was very up set,the know me well because I use the branch never do on line transfers, I am a small business person in the area very carful and professional, I feel they used poor judgement that day and did not follow proper procedure. Waiting ninth days they never contact me and when I call all the deferent departments every week I get no information just we are working on it. I died with the FBI and many other agency on my own. The only reason I found out was two days later the receiving bank called me to say you have been scammed and I thought that was a scam looked at my accounts and saw it . I never knew they could get into my savings I was working with my checking, ny husband was very sick in the hospital with his fifth round of kemo we where about to have a snowstorm the next day and they also knew that and could see how upset I was. I feel a bank should have your best interest when they know much more than the customer. My case numbers is ****** **** was the only person I spoke to ************** and after three months she said that I sighed for the wire transfer that was not my complaint!
Business response
04/21/2023
Dear Ms. ******:

This letter is in response to your issue filed with the Better Business Bureau regarding the interaction with
our branch staff and your wire transfer process. We regret the frustrating experience you’ve had and
would like to share the results of our investigation.

Our records confirm on December 21, 2022, you visited the Delaware Hertel branch to complete a
$37,000.00 wire transfer. Again, on December 22, 2022, you visited the same branch, this time for a
$34,000.00 wire transfer. Prior to completing both wire transfers, branch personnel verified your photo
ID, completed due diligence questions with you (including asking the purpose of the wire and if you
knew the person you were sending funds to), and provided the proper forms needed to process the wire
transfers. For your convenience I have enclosed a signed copy of this for your review.

On December 23, 2022, you contacted our Fraud Department regarding a wire transfer scam that you fell
victim to. As stated in the enclosed form “At the bank’s discretion, the bank may use reasonable efforts to
act on my request for cancellation or amendment. However, the bank will in no event be liable for any
loss resulting from the failure to cancel or amend a remittance transfer or federal wire transfer.” As such,
KeyBank is unable to credit you for any funds not recovered. Our review of this matter found the branch
did attempt to determine whether you were the victim of a potential scam and you continued to request
the wires be sent.

Additionally, within the wire transfer disclosures under the section Authorization, it states “I authorize the
bank to withdraw the amount of the funds transfer plus any applicable fees and charges from my
Customer Account.”. Your signature was provided on these documents and states that you received, read,
and understand the Terms of to the Wire Transfer, therefore, we will not be refunding the wire transfer
fees. The wire transfer fee can also be located within your Deposit Account Fees and Disclosures that you
signed at the time of Account opening which I have enclosed for your review.

Finally, the fees received for copies was found to have been processed in error and was refunded to your
KeyBank Basic Business Checking Account ending in **** on April 7, 2023. Please be assured that this
has been addressed internally with the appropriate personnel.

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

Sincerely,

Brittany H.
Brittany H.
Enterprise Client Relations
Office of the President
Business response
04/21/2023
Dear Ms. ******:

This letter is in response to your issue filed with the Better Business Bureau regarding the interaction with
our branch staff and your wire transfer process. We regret the frustrating experience you’ve had and
would like to share the results of our investigation.

Our records confirm on December 21, 2022, you visited the Delaware Hertel branch to complete a
$37,000.00 wire transfer. Again, on December 22, 2022, you visited the same branch, this time for a
$34,000.00 wire transfer. Prior to completing both wire transfers, branch personnel verified your photo
ID, completed due diligence questions with you (including asking the purpose of the wire and if you
knew the person you were sending funds to), and provided the proper forms needed to process the wire
transfers. For your convenience I have enclosed a signed copy of this for your review.

On December 23, 2022, you contacted our Fraud Department regarding a wire transfer scam that you fell
victim to. As stated in the enclosed form “At the bank’s discretion, the bank may use reasonable efforts to
act on my request for cancellation or amendment. However, the bank will in no event be liable for any
loss resulting from the failure to cancel or amend a remittance transfer or federal wire transfer.” As such,
KeyBank is unable to credit you for any funds not recovered. Our review of this matter found the branch
did attempt to determine whether you were the victim of a potential scam and you continued to request
the wires be sent.

Additionally, within the wire transfer disclosures under the section Authorization, it states “I authorize the
bank to withdraw the amount of the funds transfer plus any applicable fees and charges from my
Customer Account.”. Your signature was provided on these documents and states that you received, read,
and understand the Terms of to the Wire Transfer, therefore, we will not be refunding the wire transfer
fees. The wire transfer fee can also be located within your Deposit Account Fees and Disclosures that you
signed at the time of Account opening which I have enclosed for your review.

Finally, the fees received for copies was found to have been processed in error and was refunded to your
KeyBank Basic Business Checking Account ending in **** on April 7, 2023. Please be assured that this
has been addressed internally with the appropriate personnel.

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

Sincerely,

Brittany H.
Brittany H.
Enterprise Client Relations
Office of the President
Customer response
04/21/2023
Response received by consumer via email:

Dear Brittany H I went into the ******* ***** branch that day, a day berfore a major snow storm two days before Chistmas,very up set with the scammer on the phone. Was asked if I was being scammed, I said no but she knows me well because I never do on line banking I always go to the bank to do everything. When I take big money out I always use a certified check. That day I was in a rush they new my husband had just come home from his fifth round of kemo I was not myself ,very upset with this scammer. Never sent a wire transfer was not asked for any I D because they know me, was not told the fee which would of made me call him back before the transfer . They did the transfer had my sigh never told me to read it. I am, a Small business person in the area ,never really use much email, my accountant and staff do most for me. I have dealt with many company’s both personal and business, that use people from other countries that sometimes are hard to understand so I thought that was what was happening. He kept apologizing and I was very up set. I never leave that much money in a saving because it does nothing,I had it in there for mu husband medical bill. Also never thinking he could get to my saving ,being not good with online banking . Then he called and said the receiving bank had a problem with the transfer to try this different bank , it was a very bad day with the storm told me he would lose his job. I called on my checking and the money was still there so I sent it again not knowing it came from my saving. Again no questions no word about the fee ,very nice and friendly.My complaint is the bank hides behind the 4a law ,I feel the employees at the representative desk are not trained enough ,they told me this happen all the time(hello) how would I know that I am not in banking. The ID was sent to the scammer because he said the receiving bank need it.You also saw that the girl I am mentoring went into the bank trying to learn about the checking, asked some questions about copies called ,they said there was a fee ,this was at ******** ***** location ,when I went into the bank ,I asked why we were not told that was going to be charged to our account, I was told they do not know how it works the teller showed the person at the desk who took care of her. So again we are the customer counting on our bank to do safe banking, I thought my coworker was going to get sick ,could not calm her down till it was over.I know I used poor judgment that day, I feel so did the bank. Therefore why do I have to take full blame for this wire transfer, I read and asked the procedure for wire transfers and that did not happen in my case Thank you ********
Customer response
04/21/2023
Response received by consumer via email:

Dear Brittany H I went into the ******* ***** branch that day, a day berfore a major snow storm two days before Chistmas,very up set with the scammer on the phone. Was asked if I was being scammed, I said no but she knows me well because I never do on line banking I always go to the bank to do everything. When I take big money out I always use a certified check. That day I was in a rush they new my husband had just come home from his fifth round of kemo I was not myself ,very upset with this scammer. Never sent a wire transfer was not asked for any I D because they know me, was not told the fee which would of made me call him back before the transfer . They did the transfer had my sigh never told me to read it. I am, a Small business person in the area ,never really use much email, my accountant and staff do most for me. I have dealt with many company’s both personal and business, that use people from other countries that sometimes are hard to understand so I thought that was what was happening. He kept apologizing and I was very up set. I never leave that much money in a saving because it does nothing,I had it in there for mu husband medical bill. Also never thinking he could get to my saving ,being not good with online banking . Then he called and said the receiving bank had a problem with the transfer to try this different bank , it was a very bad day with the storm told me he would lose his job. I called on my checking and the money was still there so I sent it again not knowing it came from my saving. Again no questions no word about the fee ,very nice and friendly.My complaint is the bank hides behind the 4a law ,I feel the employees at the representative desk are not trained enough ,they told me this happen all the time(hello) how would I know that I am not in banking. The ID was sent to the scammer because he said the receiving bank need it.You also saw that the girl I am mentoring went into the bank trying to learn about the checking, asked some questions about copies called ,they said there was a fee ,this was at ******** ***** location ,when I went into the bank ,I asked why we were not told that was going to be charged to our account, I was told they do not know how it works the teller showed the person at the desk who took care of her. So again we are the customer counting on our bank to do safe banking, I thought my coworker was going to get sick ,could not calm her down till it was over.I know I used poor judgment that day, I feel so did the bank. Therefore why do I have to take full blame for this wire transfer, I read and asked the procedure for wire transfers and that did not happen in my case Thank you ********
Business response
05/01/2023
Dear Ms. ******:

This letter is in response to your issue filed with the Better Business Bureau regarding the interaction with our branch staff and your wire transfer process. We regret the frustrating experience you've had and would like to share the results of our investigation.

Our review confirmed that we previously responded to your concerns on April 20, 2023. Further review shows that our response remains the same. Our branch attempted to determine if this was a scam and you continued to request the wires be sent. Please note, there is also a fraud questionnaire within the signed wire form as well as signage in our branches alerting clients to potential wire scams and the type of red flags they may encounter. I have enclosed a copy of our previous response for your review.

We sincerely apologize for any inconvenience that you may have experienced and for any frustration you felt as a result of this matter. Please be assured that KeyBank is committed to providing you with excellent service. We appreciate that you contacted us to attempt to resolve your concerns, and we truly regret if our service did not meet your expectations.

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,

Brittany H. Enterprise Client Relations Office of the President

Business response
05/01/2023
Dear Ms. ******:

This letter is in response to your issue filed with the Better Business Bureau regarding the interaction with our branch staff and your wire transfer process. We regret the frustrating experience you've had and would like to share the results of our investigation.

Our review confirmed that we previously responded to your concerns on April 20, 2023. Further review shows that our response remains the same. Our branch attempted to determine if this was a scam and you continued to request the wires be sent. Please note, there is also a fraud questionnaire within the signed wire form as well as signage in our branches alerting clients to potential wire scams and the type of red flags they may encounter. I have enclosed a copy of our previous response for your review.

We sincerely apologize for any inconvenience that you may have experienced and for any frustration you felt as a result of this matter. Please be assured that KeyBank is committed to providing you with excellent service. We appreciate that you contacted us to attempt to resolve your concerns, and we truly regret if our service did not meet your expectations.

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,

Brittany H. Enterprise Client Relations Office of the President

Customer response
05/01/2023
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** ******

Yes we have been over this before, as I said I was not asked to read anything she said I need to print it for you to sigh period! Also my complaint is how I was handle if the bank thought there was a small chance that I was being scammed, I did not know I was as I said before,but was told immediately after, this happens all the time. Therefore you should of talked to me about how it happens again I never used a wire transfer was not told the cost or asked for ID. I take responsibility that I sighted ,the bank will not admit that they did not do proper formate for the wire transfers.Yhis is not an inconvenience, and I am not frustrated ,I feel violated by the bank I trusted to know their business is done securely and professionally. How can you in good conscience do this every day and millions of people have this happen, don’t you feel the system can be better.My only expectations where that my bank handled these thing properly and take some ownership if something was done wrong. Not once did anyone from the bank notify me when it happened or after every time I tried to ask about it I was told we are working on it and could not tell me anything more.

Customer response
05/01/2023
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** ******

Yes we have been over this before, as I said I was not asked to read anything she said I need to print it for you to sigh period! Also my complaint is how I was handle if the bank thought there was a small chance that I was being scammed, I did not know I was as I said before,but was told immediately after, this happens all the time. Therefore you should of talked to me about how it happens again I never used a wire transfer was not told the cost or asked for ID. I take responsibility that I sighted ,the bank will not admit that they did not do proper formate for the wire transfers.Yhis is not an inconvenience, and I am not frustrated ,I feel violated by the bank I trusted to know their business is done securely and professionally. How can you in good conscience do this every day and millions of people have this happen, don’t you feel the system can be better.My only expectations where that my bank handled these thing properly and take some ownership if something was done wrong. Not once did anyone from the bank notify me when it happened or after every time I tried to ask about it I was told we are working on it and could not tell me anything more.
Initial Complaint
01/14/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a commercial mortgage with Key. In Feb. of 2022, due to bookkeeper error in my company, we missed a payment. We made up the amount in full plus late fee, along with current amount due, the next month. Ever since then, though we regularly pay on time and in full, Key assesses late fees, requiring me to spend up to two hours on the phone seeking a reversal. In addition, I see completely incomprehensible "account details" on my online banking page that neither Key employees nor bankers from other institutions are able to fathom. Just one example from my latest online "Account details" page: Dec. 02: Late Fee, $28.61. Dec. 20: Late charge pmt, 28.61. Dec. 22: Curtailment pmt., $28.61. Dec. 22: Late chg pmt. rvrsl, $28.61. The Invoice, a separate doc, lists an unscheduled principal payment of $28.61 AND unpaid late fee of $28.61. During my regular monthly attempt to resolve the issue, I was referred to a local branch. The person I spoke to told me that since we made Billpay payments, it was obvious that the checks were held up in the mail, and Key could charge those fees. I investigated and confirmed with Billpay that these are electronic, not mailed, payments. I went back to the branch, and dealt with the branch manager, telling her that I was very angry after 11 months of runaround and monthly erroneous late fees. I showed her the latest example, the "unscheduled principal payment" and the unresolved late fee in the identical amount, as well as an additional late fee (applied when my payment was 11 days early.) I asked her for an explanation. She would not explain, and told me it was not her job to explain statements to angry customers. She "escalated" my case (this has been done more than once before, never with actual resolution.) I do not yet know if Key has been reporting me as a chronic late payer, but will pay for a credit report to find out.
Business response
02/07/2023
Dear Mr. *****:

This letter is in response to your issue filed with the Consumer Financial Protection Bureau and the ***
**** ***** Attorney General regarding late fees being assessed to your Commercial Mortgage Account.
We regret the frustrating experience you’ve had and would like to share the results of our investigation.
Per your Loan Agreement it states that interest is to be paid up to the date of payment. Therefore, when
your payments to the Account are made early, not all interest has been assessed during the period and the
remaining amount is applied to principal rather than paying the interest amount due. This causes the
payment to apply as if you did not satisfy the amount due, causing a late fee to be assessed. This is
corrected manually after the payment is made; however, in review of your Account we did find an error
and have adjusted your Account accordingly. All late fees have been waived. The two late fees paid by
you on December 20, 2022 for $28.61 and January 11, 2023 for $36.77 were reapplied to the principal
balance.

On January 6, 2023 you provided a signed agreement to set up Automatic Payments on the account.
Having the automatic payments set up will automatically make a payment to the loan on the due date,
avoiding future fees being assessed. Additionally, we did not find any negative reporting associated with
the Account.

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

Sincerely,

Brittany H.
Enterprise Client Relations
Office of the President
Initial Complaint
11/07/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/22/22 I made a $5000 deposit to open an online acct. I was immediately denied access to the acct and was told the acct was closed due to suspected fraud. I went into my local branch on ******* Dr. In ********** ** to try to resolve the issue and was told they are still working on it and thinking it would be resolved deposited two other checks for a grand total of $101,900. I was later told the acct will not be allowed they are now holding my money even though the checks have cleared.
Business response
12/07/2022

Dear Mr. ****,
This letter is in response to your issue 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 30, 2022, we closed your Initial Checking Account as we were unable to verify your identity as
required. The enclosed notice, dated June 30, 2022, was sent to you regarding the closure of the Initial
Checking Account.
Later, you opened the Newly Opened Checking Account. Once again, we were unable to verify your
identity as required. As a result of that inability to verify your identity, a restriction was placed on your
Newly Opened Checking Account. Notification of this restriction was sent to you on September 15, 2022;
a copy of which is enclosed. Our records indicate that you met with the branch and provided the
documentation requested. As a result, the documentation has been received and the restriction was lifted
effective December 6, 2022.
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.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Paula S

Enterprise Client Relations
Office of the President
Customer response
12/08/2022
[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.

Regards,

**** ****
Initial Complaint
10/21/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filed a dispute against 2 charges on my card with the bank I received provisional credit while the claim was on going . They said they would send me documents in the mail or have someone contact me , I never received any letter or documents in the mail regarding this claim or they asking for additional information for the claim . Today October 21.2022 I look at my account and they reversed the provisional credit with notifying me or even trying to contact me in regards to this claim . They took my bill money off my card without notifying me . I contacted the bank and spoke to a fraud supervisor who was not trying to assist me in anyway but saying they will send a email by the end of the day . I asked if the provisional credit can be reversed until I receive the documents they are requesting from me because they took out money that I was not informed about or aware that would be taken off my card which was bill money . They stated they could not I’m filing a complaint against this bank due to not filing proper proper procedures for this claim and taking money off my account without my knowledge or me being notified .
Business response
11/08/2022
Dear Ms. ********:
This letter is in response to your issue filed with the Better Business Bureau regarding alleged lack of
notification pertaining to the reversal of provisional credit provided as the result of disputed transactions.
We regret the frustrating experience you’ve had and would like to share the results of our investigation.
A review of our records indicates you submitted disputes for two **** *** transactions on September 19,
2022 alleging merchandise not received. The first item posted to your Account on September 1, 2022,
while the other posted on September 16, 2022. Both transactions were in the amount of $250.00.
Further review of our records found you were sent notification of provisional credit being issued to your
Account on September 20, 2022. Subsequently, correspondence was mailed requesting additional
information to research the dispute on September 29, 2022. The letter advised provisional credit would be
reversed if the information requested was not received by October 21, 2022. As a result of KeyBank
failing to receive the needed information, provisional credit was accurately reversed on the date specified.
I’ve enclosed a copy of both letters for your review.
Upon provisional credit reversal, you contacted KeyBank and we were able to email you a copy of the
correspondence from September 29, 2022. KeyBank received the information requested on October 26,
2022. As a result, the dispute was reopened, provisional credit was provided that same day, and a letter
advising of the provisional credit (enclosed) was mailed. Communication will be sent regarding the
outcome of the dispute upon finalization, which may take up to 90 days. The letter will include a date for
provisional credit reversal, should the dispute be denied.
Interactions during calls with our Key2You Customer Service and Fraud Hotline representatives were
reviewed. I can assure you any opportunities found have been addressed internally. We use client
feedback, both positive and negative, to reinforce or improve our delivery and servicing of client
accounts. So, 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 7pm Eastern time.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Eileen K.
Enterprise Client Relations
Business response
11/08/2022
Dear Ms. ********:
This letter is in response to your issue filed with the Better Business Bureau regarding alleged lack of
notification pertaining to the reversal of provisional credit provided as the result of disputed transactions.
We regret the frustrating experience you’ve had and would like to share the results of our investigation.
A review of our records indicates you submitted disputes for two **** *** transactions on September 19,
2022 alleging merchandise not received. The first item posted to your Account on September 1, 2022,
while the other posted on September 16, 2022. Both transactions were in the amount of $250.00.
Further review of our records found you were sent notification of provisional credit being issued to your
Account on September 20, 2022. Subsequently, correspondence was mailed requesting additional
information to research the dispute on September 29, 2022. The letter advised provisional credit would be
reversed if the information requested was not received by October 21, 2022. As a result of KeyBank
failing to receive the needed information, provisional credit was accurately reversed on the date specified.
I’ve enclosed a copy of both letters for your review.
Upon provisional credit reversal, you contacted KeyBank and we were able to email you a copy of the
correspondence from September 29, 2022. KeyBank received the information requested on October 26,
2022. As a result, the dispute was reopened, provisional credit was provided that same day, and a letter
advising of the provisional credit (enclosed) was mailed. Communication will be sent regarding the
outcome of the dispute upon finalization, which may take up to 90 days. The letter will include a date for
provisional credit reversal, should the dispute be denied.
Interactions during calls with our Key2You Customer Service and Fraud Hotline representatives were
reviewed. I can assure you any opportunities found have been addressed internally. We use client
feedback, both positive and negative, to reinforce or improve our delivery and servicing of client
accounts. So, 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 7pm Eastern time.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Eileen K.
Enterprise Client Relations
Business response
11/08/2022
Dear Ms. ********:
This letter is in response to your issue filed with the Better Business Bureau regarding alleged lack of
notification pertaining to the reversal of provisional credit provided as the result of disputed transactions.
We regret the frustrating experience you’ve had and would like to share the results of our investigation.
A review of our records indicates you submitted disputes for two **** *** transactions on September 19,
2022 alleging merchandise not received. The first item posted to your Account on September 1, 2022,
while the other posted on September 16, 2022. Both transactions were in the amount of $250.00.
Further review of our records found you were sent notification of provisional credit being issued to your
Account on September 20, 2022. Subsequently, correspondence was mailed requesting additional
information to research the dispute on September 29, 2022. The letter advised provisional credit would be
reversed if the information requested was not received by October 21, 2022. As a result of KeyBank
failing to receive the needed information, provisional credit was accurately reversed on the date specified.
I’ve enclosed a copy of both letters for your review.
Upon provisional credit reversal, you contacted KeyBank and we were able to email you a copy of the
correspondence from September 29, 2022. KeyBank received the information requested on October 26,
2022. As a result, the dispute was reopened, provisional credit was provided that same day, and a letter
advising of the provisional credit (enclosed) was mailed. Communication will be sent regarding the
outcome of the dispute upon finalization, which may take up to 90 days. The letter will include a date for
provisional credit reversal, should the dispute be denied.
Interactions during calls with our Key2You Customer Service and Fraud Hotline representatives were
reviewed. I can assure you any opportunities found have been addressed internally. We use client
feedback, both positive and negative, to reinforce or improve our delivery and servicing of client
accounts. So, 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 7pm Eastern time.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Eileen K.
Enterprise Client Relations
Initial Complaint
09/26/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
5/13/2022: KeyBank filed a General Warranty Deed and Deed of Trust with an INCORRECT Legal Description which has created a cloud on my clients' property title. I have faxed(9/7/2022) and mailed over 35 pages of supporting documents requesting the correction be made. As of 9/26/2022 the INCORRECT Legal Description still exist in the County Records. On 9/19/2022, I was told by ****** ( CSR) that ********* of the Specialized Mortgage Team had requested from Title Company the issue be corrected by 9/19/2022: However, as of 9/26/2022 that correction has NOT been made and KEYBANK has refused to provide any updates to when the correction will be made. This action is VERY Questionable at this point, deemed as stonewalling or avoidance. The Property Owners of the incorrect legal description used are preparing to file a DEED FRAUD complaint.
Business response
10/14/2022
Dear Ms. *******:

This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding an
alleged, inaccurate legal description for a property, resulting in an invalid cloud on the property’s title.
Upon review, we confirmed that an incorrect legal description for a property wasrecorded on a General
Warranty Deed, as well as the Deed of Trust for your clients. Corrections to the Deed and the Deed of
Trust were completed September 30, 2022, and accurately recorded on October 3, 2022. Copies of the
corrected documents are enclosed.
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,

Eileen K.
Enterprise Client Relations
Office of the President
Initial Complaint
09/21/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up for a new account with KeyBank after seeing an online advertisement for a $200 upon setting up a new account with direct deposit. I set everything up as required, but did not receive my $200 bonus. I tried resolving this with a rep at my local bank, [email protected], and he said I should receive the $200 in 60 days if I completed the steps. I never received the $200 despite completing the steps
Business response
10/13/2022
Dear Ms. *****:

This letter is in response to your issue filed with the Better Business Bureau regarding a recent
promotional offer for your Account. We regret the frustrating experience you’ve had and would like to
share the results of our investigation.
The terms and conditions of the promotional offer (see enclosed) requires a single direct deposit of
$500.00 or more be made within 60 days of Account opening. The Account was opened on December 1,
2021, and a direct deposit of at least $500.00 was not received until March 1, 2022. As this was not
completed within 60 days of opening, the requirements for the promotional offer were not met and as a
result, you were not eligible for the $200.00.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness. 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,

Brittany H.

Enterprise Client Relations
Office of the President
Customer response
10/14/2022
Better Business Bureau:

I set up direct deposit as soon as I opened the account. However since it was through ****, they took longer to link it to my account.

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****
Initial Complaint
09/18/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Key Bank has wrongfully affiliated my name and account with an account that was opened by my ex-partner 13 years ago. ******* ********* opened an account and had me placed as co-borrower. That relationship dissolved on year later. I settled debt and turned in my card to Key Bank so it could be closed down. ******* did not close the account. In 2022, Key Bank mailed me a credit card that I did not apply for. I called Key Bank asking where this card came from and could it somehow be affiliated with my ex-partners account. They assured that it was not and that it was my card attached to my separate and solo Key Bank account. After several successful purchases on the card, it was suddenly declined. After investigation, it was discovered that this card was in fact linked to *******'s old account and ******* reported these charges as fraud. I ask repeatedly to somehow pay for the charges placed on that card with my Key account – or have the debit amounts transferred to my individual account. I take time off work and visit the bank again to explain the situation. This costs me time at work, and another 2 hours. I am told that my ex-partner – someone who is not particularly motivated to assist me – has to call the bank and advise them that the charges are not fraudulent. In the meantime, chargebacks start occurring, Amazon shuts down my account due to the mislaid charges, and my life freezes due to an inability to satisfy the merchant. I spend 2 and a half hours on Saturday, September 17, speaking to agent after agent at Key Bank to explain the dilemma and somehow act to right the simple fact that Key Bank misinformed me regarding the credit card’s account affiliation, that I cannot even pay what I owe because the now disputed, and outstanding payment amounts are not posted to any card/account legitimately affiliated with me. ((Please see the uploaded attachment as there is more detail to story that could not fit within 2000 characters)) Thank you
Business response
10/06/2022

This letter is in response to your issue filed with the Better Business Bureau regarding the Account. We
regret the frustrating experience you’ve had and would like to share the results of our investigation.
You are listed as the Co-Borrower on the Account opened in 2010. As the Co-Borrower, you agreed to
the Terms and Conditions that apply to the use of the Account and accompanying card. To be removed
from the Account, the Account will need to be completely closed. We did confirm that the fraud case was
cancelled and a payment to the Account can be made as the current balance is an accurate reflection of the
amount owed.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness. 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,
Brittany H.
Enterprise Client Relations
Office of the President
Initial Complaint
09/16/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or about August 22nd, 2022, I contacted KeyBank via telephone to initiate the process of transferring the title of the automobile in which I'm financing through KeyBank, to another state. Essentially, I requested KeyBank transfer the title of the automobile from *** ****** to *******. The KeyBank representative directed me to fax my request to KeyBank, in which I promptly complied. I faxed a form provided to me from the local government which identified what information and documentation would be needed in order to transfer the *** ****** title. I was assured by the KeyBank representative that the request would be processed within 20 days. As the 20 days lapsed, I repeatedly contacted KeyBank via telephone to followup and remind them of my request. Each time the representative advised me that my request was being processed. The reason why I remained persistent is because my *** ****** vehicle registration is due to expire on September 30, 2022. My dilemma is that I will not be able to renew my *** ****** registration as I am now a ******* resident. Furthermore, ******* will not register my vehicle unless it is titled within the State of *******. So as of September 30, 2022, I will have no means of transportation, or risk operating my motor vehicle unregistered. I explained my situation repeatedly to at least a dozen KeyBank representatives but as of this writing nothing has been done by KeyBank. I have also made requests to speak to a supervisor to resolve this issue but my requests have been unsuccessful. Despite KeyBank's failure to assist one of their customers, I am still obligated to make my monthly payments for a vehicle that I will be unable to drive. I desperately need assistance in this matter as my household relies on this vehicle for its only method of transportation. I hope someone in management will read this and contact me.
Business response
10/06/2022

Dear Ms. ********:

This letter is in response to your issue filed with the Better Business Bureau regarding the recent overdraft
fees assessed on your Account. We regret the frustrating experience you’ve had and would like to share
the results of our investigation.
Our review found that all fees were charged in accordance with our Deposit Account Agreement and
Funds Availability Policy. Please note that as of September 16, 2022, there has been a change to our
Deposit Account Agreement and Funds Availability Policy and Overdraft charges. I have provided a copy
of the updated Agreement as well as information regarding our new overdraft charges for your review.
Although no bank error has been identified, and all charges were assessed properly, as a gesture of
goodwill we have refunded an additional portion of the charges with a total credit to the Account in the
amount of $212.50.
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.
Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,

Brittany H.
Enterprise Client Relations
Office of the President
Customer response
10/06/2022
[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.

Regards,

****** ******

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