ComplaintsforKeyBank

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was illegally charged 5 insufficient fees when I put my account into good standing during business hours. I don’t have overdraft protection turned on. Charges are suppose to be declined. They weren’t and I still put money in there to cover when I was negative and was still charge 192.50. I did everything i was supposed to do to avoid the overdraft fees. I called the bank to have them reversed and they refused to reverse fees even though i brought my account to current both times when it went into a negative standing. I’m a single mother of 3 children in a financial hardship. I have all the supporting documents showing my statements of charges when i was negative. I attached the 3 insufficient fees showing the dates for 09/13. I also attached the deposits i made to put me in good standing. I haven’t received the 09/14 yet. I’m also now going to be charged another fee as i have a pending 9.99 charge, which i had enough find to cover, but don’t know because of the excessive insufficient fees.

  

  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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a flyer in the mail from Key Bank stating that if I opened a new checking account that I would receive $400. I opened a new checking account and never received the promotions credit. When I contacted them, they said they had no record of a flyer being mailed to me and there was nothing they could do about it since I did not qualify for the promotion because they did not send the flyer to me. I did not keep the flyer but have a screen shot from USPS Informed Delivery showing that I did indeed receive a flyer from Key Bank on May 12th. I feel like this is false advertising and was at least very deceptive.

  

  Business response

  10/06/2022

  
  Dear Ms. ****:

  
  This letter is in response to your issue filed with the Better Business Bureau regarding the recent
  promotional offer for your Account. We sincerely regret the frustration and inconvenience this has caused
  you. 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.
  Due to an inadvertent error, the promotional offer in question was not added to your Account as
  requested. Please be advised that we handled this error internally with the appropriate personnel. In
  review of your Account, we found that you met all the requirements to receive the promotional offer and
  as such, you will be provided with the offer. Please allow 10-12 business days for the credit to be applied
  to your Account.
  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

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Key Bank is holding me liable for fraudulent transactions. My card was stolen between 6/17/22 and 6/18/22. The thief used my card to make $2,383.05 of purchases without my permission, authorization, or consent. I was advised by Key Bank that they have a 0% Fraud Liability policy and I was advised on the recorded phone call that I would not be held liable for these transactions. On 8/3/22, Key Bank contacted me via mail to advise that they found "conflicting information and have reason to believe the transactions were authorized". I contacted them as soon as I received the letter and they said that they show I logged in to my Key Application on July 5, 3033 to issue a transfer between accounts. I advised that when I log in, it does not show me transaction history unless I specifically go into *** ********, then ****** ****, then ****** **** Checking. When I logged in on 7/5 to transfer funds to cover a check, the application only showed me my Key Checking and Key Active Saver accounts. I clicked on "More", then "Transfer", then selected the from account and the to account to issue the transfer. It did not show me my transaction history, so I had no reason to believe anything was wrong. I also logged in on 7/25 to deposit checks, but again, this is done without displaying transaction history. It wasn't until I logged in on 7/28 to confirm the checks deposited that I realized there were unauthorized transactions on the account. Key Bank was advised and I was told I would not be held liable, but now they are holding me liable for $2,383.05, despite historically having rarely used the card. There are less than 50 debit card transactions from the opening of the account to June 18, and all were repetitive charges at our distribution points, and all equate less than the transactions that occurred in just over 30 days. This points to clear fraud! This is a DEVASTATING impact to a newly founded small business such as myself. This needs to be remedied!

  Customer response

  08/30/2022

  Additional information received via email

   

  My card was stolen between 6/17-6/18 and used at NUMEROUS places.  In less than 40 days (June 18-July 26, 2022), someone used my card to make $2,383.05 worth of purchases at places I do not do business with.  I’m very frustrated by the fact that Key Bank did not flag this as fraud considering the fact that between April 5, 2022 and June 16, 2022 (a total of 437 days), my debit card was used to make only $962.85 in purchases.  For a spending average of $2.20 per day from April 5 to June 16 to increase to a spending average of $62.71 per day is a 280% increase in spending.  This should have been a major red flag. 
  
   
  
  I already contacted the Fraud Department and that card was closed.  A dispute was entered in against those charges.  I received documentation on August 3, 2022 and August 5, 2022 indicating that the Fraud Department “reviewed the information you provided to us regarding the disputed transactions. Based on the results of our investigation, we have found conflicting information and have reason to believe that the transaction(s) in question were in fact authorized.  Consequently, no credit will be issued to your account and we not consider this matter closed.”
  
   
  
  After speaking on the phone with an agent, they informed me that they show me logging in to my account during that period, and they feel that this is conflicting information.  During the period my card was stolen, I logged in twice – once to transfer $600 from my personal checking to my business checking on July 07, 2022.  The procedure to do this is:
  
   
  
  Log in to Key Application
  “Good Afternoon, S” is displayed with two boxes:  1 box for “Key Checking” and 1 box for “Key Active Saver”. 
  I click on “Key Checking”
  I click on “More”
  I click on “Transfer”
  I update the “To Account” to reflect the business checking account.  It shows the balance, but does not show the transaction history.
  I enter in the amount details and submit the transfer. 
  Transfer is complete.
   
  
  At no point in time do I review the transaction history of the account, so I had no idea that my card was being used.  My reflected balance almost never reflects what my invoice system reflects because of posting dates versus effective dates. 
  
   
  
  The second time I logged in to the Key Bank Application, it was to deposit checks.  It was at this point that I saw the fraud and contacted Key Bank to put a stop to it.  I do not understand why I am being held liable for charges that are clearly fraud.  When I look through my transaction history from before June 18, 2022, the mass majority of my transactions are with very small businesses – aptly – my distribution clients.  Those who advertise with me I will do business with on a regular basis.  I typically do not spend money at larger businesses.  All of the transactions from June 18-July 27 are large businesses/corporations!  Every single one of them! 
  
   
  
  I have contacted the Fraud Department numerous times and the only assurance they provide me is that they will notate what I’ve said.  I do not receive any kind of follow up and nothing has been done to reverse these charges.  This case needs to be reopened immediately and reevaluated. 
  
   
  
  I can assure you this – if I am held liable for these fraudulent transactions, I will be taking my business elsewhere. 

  Customer response

  09/28/2022

  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 reject this response.  In your documentation you state,

  “You will have ‘Zero Liability’ for unauthorized use of your Card only if the following conditions are met: (i) you have exercised reasonable care in safeguarding your Card from the risk of loss, theft, or
  ‘unauthorized use’ and (ii) upon becoming aware of such loss, theft, or unauthorized use of the Card you promptly report the loss, theft, or unauthorized use to us.”

  I became aware of the fraud the day I contacted Key Bank.  I could not have contacted any sooner because I was not aware of the fraud until that time.  This was established during the phone calls to Key Bank numerous times.  I had no prior knowledge of the fraud until the day I called in to Key Bank to terminate that card and have a new card issued and dispute the charges.

  During the time frame my card was stolen and utilized for fraudulent activity, I had bariatric surgery.  I had the gastric sleeve version of said surgery, in which the surgeon removes 75% of your stomach through 10 incisions in my chest.  I was placed on a liquid pain medication for several weeks due to the excruciating levels of pain without it.  The pain medication is very strong - so strong in fact that you are forbidden from driving and you are required to have someone with you 24/7 for at least two weeks.  I also had a complication with the surgery, in which they had to go back in and repair a leak in my remaining stomach.  At that time, I stayed with my parents until I was able to be completely off the pain medication.  My parents live in the middle of the country, where the only form of internet is satellite internet, and it is extremely spotty and unreliable.  Not only did I have limited access to my online Key Accounts, I did not have my laptop with me.  The only method by which I could access the Key Bank accounts was via the Key Application on my mobile phone (When it was willing to work).  The only thing I ever do on my Key Bank Application is deposit checks and transfer funds with Zelle.  I have almost never reviewed my transactional history through the application, as it is difficult for me to make heads or tails of when I am in good physical condition.  At that time, I was heavily medicated and recuperating from surgery.  I did not have all of my faculties June, July, or the beginning of August even. 

  Upon discovering the fraud, I immediately contacted Key Bank in an absolute panic.  My business is relatively new and I simply cannot afford to lose money like this.  The fact remains that my spending history reflects that I do not shop at "big box stores", yet there were VERY large transactions at Target and Walmart.  My spending history also reflects that when I spend, I spend very little.  For several large transactions to go by without being flagged as potential fraud, that is highly concerning.  My business credit card had never been used like that before, nor has it been used like that since.  These transactions were fraud.  You were notified AS SOON AS I WAS AWARE.  I was UNABLE to look closely at my transaction history prior because (1) I was heavily medicated and likely wouldn't even have realized - I had trouble finding my own toothbrush for a few weeks despite it sitting next to the bathroom sink every day - and (2) I don't check transaction history using the mobile application because I am only familiar with the transaction history layout on the website. 

  As for safeguarding my card from risk of loss, theft, or unauthorized use.  I do not store my PIN number with my card.  I would wager that NONE of these transactions were done with my PIN because I am the ONLY person that knows my PIN.  Furthermore, I never let ANYONE other than myself use my business card.  I always keep it in my wallet, and the only time my wallet left my side was during surgery.  So someone stole my card at the hospital or someone stole my card while they were in my home.  I would wager it occurred at the hospital. 

  Your expectations are unrealistic.  Not everyone checks their balances daily - especially those who do not utilize their card often or at all.  They wouldn't expect there to be charges.  The main usage on my account has always been depositing checks, writing checks, and ACH Bill Pay to my business credit cards.  There was a brief period of time in which I used my Key Bank card simply because it was required to avoid the monthly service charge and I was waiting on a replacement business credit card due to mine expiring at the time.  Other than that, the only transactions were at distribution points for my local publication - NEVER "big box stores". 

  My concern still stands, and I will continue to report this to the Better Business Bureau, Federal Trade Commission, Department of Consumer Affairs, and the ******* State Attorney General until this matter is resolved appropriately.  I will also be sharing this experience and all of my documentation with each and every business that I do business with.  Considering my profession is to advertise for other businesses in Dekalb, Steuben, Noble, Whitley, and Kosciusko Counties (and more), business interactions is what I do every day, and I know exactly how word-of-mouth affects small business's feelings toward doing business with other companies that have abused a fellow small business like myself. 

  Your failure to comply with your own terms and conditions are your own problem.  You've also made it my problem.  I don't respond kindly to that, and I certainly will not tolerate it.  This was fraud and you should treat it as such. 
  
  Regards,
  
  * ****** ********
  
  
  
  
   

  

  Business response

  09/28/2022

  Dear Mr. ********:

  
  This letter is in response to your concern filed with the Better Business Bureau (“BBB”) regarding a debit card dispute
  filed on the Account that has been denied. We would like to share the results of our review.

  
  We determined you contacted Customer Service over the phone on July 25, 2022, where it was stated the debit card linked
  to the Account was either lost or stolen over thirty days prior, and a claim was filed at that time for several unauthorized
  transactions that had been conducted during the timeframe in which the card was missing. The interactions with Customer
  Service were reviewed, and we were unable to substantiate your assertion of having been informed you would not be held
  liable for the disputed transactions. On August 3 and August 5, the enclosed letters were mailed to the address on file for
  the Account which notified you that due to conflicting information the claim had been denied. Additionally, Section 1 of
  the enclosed Agreement for Small Business Debit Card and Electronic Funds Transfer Services you received at the time
  of opening the Account states, “You will have ‘Zero Liability’ for unauthorized use of your Card only if the following
  conditions are met: (i) you have exercised reasonable care in safeguarding your Card from the risk of loss, theft, or
  ‘unauthorized use’ and (ii) upon becoming aware of such loss, theft, or unauthorized use of the Card you promptly report
  the loss, theft, or unauthorized use to us.” KeyBank did not receive prompt notification of the loss of your Card, and
  therefore have made the conclusion that the decision to deny the claim stands. We now consider the matter closed.

  
  Thank you for allowing us the opportunity to review and address your concern. 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.

  

  Business response

  10/04/2022

  
  Dear Mr. ********:

  
  This letter is in response to your continued issue filed with the Better Business Bureau (“BBB”) regarding your
  displeasure with KeyBank’s decisioning of a dispute. We regret the frustrating experience you’ve had and would like to
  share the results of our investigation.
  KeyBank reviewed this matter and determined the decision to deny the claim continues to stand for the reasons advised in
  the previous response dated September 15, 2022. I’ve enclosed a copy of the response and enclosures for your reference.
  Additionally, a review of your Account’s Online Banking Audit Log for the period of June 8, through June 28, 2022,
  shows viewing of both balances and transactions during this time, refuting the assertion of only having the ability to view
  balances. As such, we’ve confirmed our conclusion of not receiving prompt notification of the loss of the debit card
  associated with your Account. Lacking bank error, KeyBank considersthe matter closed.
  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

  10/04/2022

  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 did not see the transaction history on my app. I'm not even sure I know how to open that feature of my account.  As stated in prior conversations with Key Bank, I only log in to access the Deposit function and Transfer functions on the application.  The website is the only way I can search transaction history.  As stated numerous times as well, I was recuperating from MAJOR surgery, I was under HEAVY narcotics, and was STILL experiencing the effects of full anesthesia during the time these transactions took place.  It was not physically possible for me to make these purchases.  I have a surgical record to verify this beyond a shadow of doubt and I would love to see this go in front of an administrative law judge and for you to tell the judge so adamantly that I went on a shopping spree while I was bedridden from a major surgery in my stomach that left me unable to get out of bed for two weeks and barely able to move for the month after, only to go BACK to surgery to fix a leak in my stomach and be bedridden again.  If you think for one moment the judge isn't going to laugh you out of the court room and find in my favor with emotional damages and recompense for the time I have had to invest in this fraud claim for you to do your job, you are sadly SADLY mistaken.  I will be sharing this with all of social media as well.  This will be a wonderful WONDERFUL way to advertise the ineptitude of Key Bank.  

  These charges are fraud.  Period.  If this matter isn't taken care of, I will share this across social media and review every Key Bank within ******* and the surrounding states through ****** ********.  I will also finish hiring an attorney and I will see my money back. 
  
  Regards,
  
  * ****** ********
  
  
  
  
   

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have several accounts with Key Bank and have been a customer for over 20 years. I am doing a small project at home and decided to get an interest free credit card to defer the payments. The card came with checks so I decided to use one of those but I could have easily just used the credit card to pay for the project. I have included the checks as well as the slip that they were included on, there is nowhere where it mentions a 4% "convenience Fee". You can only find that listed if you dig a little deeper into the paperwork. When I got my first statement I noticed that I was billed a $600 convenience fee. I called the guy at my branch who took my application and told him that I could repay the $15,000 for the check in full right now but I was told that there is nothing they can do. I would like to have the fee refunded and I am happy to pay back the money immediately, $600 is a big penilty for writing a check instead of using a card.

  Customer response

  08/17/2022

  I went into the branch asking for an interest free credit card to defer some of the expenses from a home renovation. I never asked for a "cash Advance" or "Balance Transfer". When the card came it came with 3 checks that said "Use these checks to get 0% apr for 15 billing cycles" (I have included a pic of these checks). I went ahead and paid the contractor $15,000 using one of these checks, I could have just as easily paid him with the credit card. When my first statement came I discovered that using the checks causes a 4% "Convenience Fee" which in my case is $600. I called immediately to see if I could pay it off 100% to get the fee waived and was told that I could not. $600 is a massive penalty for not reading the small print and I feel like the picture of the checks that I included is deceptive advertising. It mentions that the APR after 15 billing cycles is 17.74% but makes no mention of the 4% fee for using the checks. I have several accounts with Key Bank and have been a customer for over 20 years I would hope that they would realize that it was an honest mistake on my part and that the way they explain these checks is very misleading. I would like to have the $600 fee refunded, I am happy to pay off the card 100%

  

  Business response

  09/06/2022

  Dear Mr. *******:

  
  This letter is in response to your issue filed with the Better Business Bureau regarding a
  convenience check fee assessed to your Account without your knowledge. We regret the
  frustrating experience you’ve had and would like to share the results of our investigation.
  A thorough review of our records found your original,signed credit card application was
  submitted on June 6, 2022. Upon approval, you received a welcome kit containing the credit card
  terms(Cardmember Agreement), disclosures, and three convenience checks. I’ve enclosed copies
  of both the terms and the disclosures for your reference.
  The Cardmember Agreement discusses the use of convenience checks in Section 1. Additionally,
  the Credit Card Disclosures notate the cost associated with the use of convenience checks. The
  representative who processed your application is no longer employed by KeyBank; therefore, we
  were unable to verify what was discussed at the time of opening. I truly regret if convenience
  checks were not thoroughly explained so that you could make an informed decision with regards
  to using them.
  With regards to the $600.00 fee, our review found it was assessed accurately according to the
  terms and conditions specified.
  Upon learning of the fee, I was able to confirm and review an interaction you had with the branch
  manager at our Anderson Township location regarding a request for the fee to be refunded. At the
  time, he was unaware of his ability to waive this fee as a courtesy. We’ve provided coaching
  regarding the procedure for refunding this type of fee. A $600.00 refund request was submitted
  on August 30, 2022 as a goodwill gesture. Once posted, the credit will be reflected on your next
  Account statement.
  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

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/13/22 I noticed a charge to my checking account for 63.72 from ************** *********** ** ***. I have not had a ******** **** account in years. It was then I noticed another charge from ********* **** for 10.79 for the month of July. I checked my other statements and sure enough there was a charge for every month back to January for $10.79. I called Keybank to let them know I had been improperly charged for the 63.79 and then the monthly charges that never stopped after I had cancelled them. I had checked to make sure they were no longer charging my checking account when I cancelled, and all appeared to be taken care of. Little did I know that I had to stay on top of this, but more on that later. I checked keybank's policy on fradulent charges and was relieved to find that keybank has a "Mastercard Zero Liability fraud protection". This turned out to be a lie. It turns out that a little item by the name of "Regulation E" is an important factor in liability and I never knew that. such an entity existed but it does and it does not help the affected consumer. There is alot of legal jargon and repetative statements but there has been case studies and recommentations written about it. It is quite the regulation I must say. In a nutshell, the bank only has to go back two (2) months or sixty (60) days to recoup the fradulent charges. This gets even wierder. Because of Reg E Keybank only has to go back 60 days and out of a full year of charging this fee they only have to give you three of the charges of $10.79. For the months of April, May and June. The month of July is moot because of Regulation E. I can't even recover the charge of 63.72 because it fell in the blanket aspect of Regulation E. I was able to recoup 3 months of 10.79, that's all. I should have been checking every month since cancelling mem- bership service charge to make sure that ********* doesn't start charging me again out of the blue..

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17701889, 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,
  
  Michelle *******
  
  Although I disagree with KeyBank's responses, I find myself at the end of my resources to continue.  It is important to note that KeyBank still maintains a 100% protection against

  fradulent activity.  I thank the BBB for all the excellent assistance I received during my complaint adventure.  Case can be closed.
  
  
   

  

  Business response

  09/29/2022

  
  Dear Ms. *******
  This letter is in response to your issue filed with the Better Business Bureau (BBB). We regret the
  frustrating experience you’ve had and would like to share the results of our investigation.
  As disclosed in Section 13 of the enclosed Disclosure Statement and Terms and Conditions for Electronic
  Funds Transfer that you received at account opening, you are required to notify us within 60 days after we
  send the first statement containing the problem or error that appeared. If we do not hear from you within those
  60 days, we are only liable for the first 60 days of unauthorized transactions.
  You filed a dispute for unauthorized transactions related to ********* **** on July 17, 2022. When you
  filed this initial dispute, you stated that the unauthorized transaction started with the April 2, 2022 charge.
  However, our agent noticed that there were charges dating back to January and you confirmed that
  cancelled your subscription in February. Unfortunately, due to an error, our agent entered the dispute as
  the unauthored charges began in April and not with the March transaction. Please be advised that we have
  handled this internally with the appropriate personnel. Additionally, we re-reviewed your case and had the
  dispute been filed correctly by the agent, you would have received credit for three months’ worth of
  $10.79 credit (for March, April, and May), but would have been denied for all other transactions.
  Therefore, as you would have been refunded the same amount of money as you already have been, we
  will not be making any adjustments to the dispute credit.
  As you did not notify us within the first 60 days of the unauthorized transaction occurring, we are unable
  to provide any other credit for you for the transactions. This includes the $63.72 charge you received on
  July 13, 2022. We sincerely regret any frustration and inconvenience this has caused you. 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 so that we can address this internally, 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.
  Sincerely,
  Brad P.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not receive my credit card statement in April 2022, then received a bill for 2 months. I mailed out the payment 17 days before the due date but they apparently didn't get it. I was then contacted by KeyBank, informing me of this, so I paid the bill over the phone, with the understanding only one payment would be applied. Well, they applied both payments [over $600.00}, and put me in collection, gravely harming my credit score. I am presently trying to buy a new car and can't with my damaged credit report. I am asking you to help restore my good credit rating

  Customer response

  09/15/2022

  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,
  
  **** *****
  
  I am not satisfied by keybanks response because I never received  a statement from them, no call no warning, they simply threw me into collection, destroying my credit score. Law is based upon reason and what they did was irresponsible. I ask that my credit be restored, that is all. Thank You **** W ***** 
  
  
   

  

  Business response

  09/16/2022

  Dear Mr. *****,

  This letter is in response to your issue filed with the Better Business Bureau (BBB).

  We regret the frustrating experience you’ve had and would like to share the results of our investigation. In review of the Account, we found no errors with regard to the credit reporting. For your review I have enclosed your Account statements for February through April 2022. No payment was receieved for the month of March, and in April, the payment was receieved late. As a result of the late payment, the account was in collections and reported to the credit bureaus as past due in April. As payments have been made since the account is now reporting to the credit bureaus as current and is no longer in collections. Please be advised, KeyBank monitors issuance of monthly statements and did not find any errors with the month for which you did not receive your statement. KeyBank has no control over delays in mail delivery once statements leave our facility. To avoid mail delays in the future, please visit our website www.key.com to enroll in online banking to receive your statements electronically. If you need assistance with enrollment, please call our Online Banking support line at 800- 539-1539. They can be reached Monday through Friday 7AM-12AM, Saturday, Sunday 8AM-9PM Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act (FCRA), which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable cause to believe is inaccurate to a consumer reporting agency. 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,

  Brad P. Enterprise Client Relations Office of the President Enclosure Statements February 2022- April 2022

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 20, 2022 myself and ***** *. went online to check my Keybank account report. We found out my bank account was hacked. We then met with Steve ***** on my hacked banking account ************* Investigation Fraud Unit was called to this number 1-800-433-0124. Steve opened up a whole new account with myself and ***** *. present. The new account opened number was ************. You can contact Steve at 518-271-0324. Since that point on, myself and ***** had to meet with a elderly 60 year old, 5'6, white, lady with glasses in the 3rd cubical business desk area in Keybank. She had very poor business skills where she closed out all my accounts. I did not get back the $34.00 from being hacked by **********. Also ****** ******** at *** ******* *** ** ***** ** shows through their computer data, that $841 got deposited into the Keybank Account for August 2022 and the lady I described refused to give me my SSI funds. A (Renters Account) of mine also had funds as well. I do not know the exact $$$ amount of funds because she refused to tell me, and rushed ***** and I out of the KeyBank at ** *** *** ***** ** *****. I have alot of documents and witnesses to prove this bank owes me a refund. My 1st witness is ***** *. (************).

  

  Business response

  09/06/2022

  Please see attached.

  

  Business response

  09/07/2022

  September 6, 2022
  Ms. ***** ******
  *** ******* ***** **** **
  ******* ** **********
  RE: KeyBank Accounts Ending in ***** ***** ***** * **** (the “Accounts”)
   BBB Case No* ********
   Key Case No. ********
  Dear Ms. ******:

  
  This letter is in response to your issue filed with the Better Business Bureau (the “BBB”). We regret the
  frustrating experience you’ve had and would like to share the results of our investigation.
  Our records confirmed that you contacted KeyBank’s fraud team on July 13, 2022, to report fraudulent
  activity occurring through your online banking. As a result, your Account and Online Banking were
  appropriately restricted. On July 20, 2022, you visited your local ******** KeyBank branch and worked
  with personal banker, Steve *****, regarding this issue. After contacting KeyBank’s Fraud Team, Steve
  was able to assist you in opening the Key Smart Checking Account ending in **** and Key Active Saver
  Account ending in **** and reenrolling you with KeyBank’s Online Banking. Your Account ending in
  **** was officially closed by KeyBank’s Fraud Team on July 25, 2022, because of what was reported.
  On July 25, 2022, KeyBank’s Fraud Team restricted your newly opened Accounts due to unverifiable
  information received. A letter informing you of this was sent to you on July 25, 2022, and is enclosed for
  your review. On August 3, 2022, you visited your local branch and spoke with branch manager Kristyn
  ****** who assisted you with your concerns. Due to the Fraud restrictions, Kristyn contacted KeyBank’s
  Fraud Team regarding your new Accounts and was advised the accounts will need to be closed and the
  relationship exited due to the unverifiable information. At the time of the closures for your Accounts
  ending in **** and ***** you were given the remaining funds of $186.26 and $10.00 respectively. We
  are unable to substantiate your claims that information was withheld from you regarding your KeyBank
  Escrow Account ending in **** or that you were rushed out of the building by a KeyBank staff member.
  We have confirmed that you were provided all account information in which you were entitled to.
  On July 29, 2022, you contacted KeyBank’s Disputes Team to dispute two transactions for $33.00 and
  $1.00 with ********** that occurred on July 7, 2022, and June 23, 2022, respectively. You were
  sent the appropriate notification letter on August 9, 2022, advising that since your Account was closed,
  we could not provide you with provisional credit and that the completion of the inquiry could take up to
  ninety (90) days. This letter is attached for your reference. It was advised by KeyBank’s Disputes Team
  that if your claims are decided in your favor, an official bank check will be sent to you for the appropriate
  amount. There were no bank errors or coaching opportunities found in relation to your complaint, we
  apologize for any misunderstandings. 
  
  Regarding your claim of an August ****** ******** deposit being made for $841.00, we were unable to
  find any evidence that this amount was deposited into any of your Accounts. Since your account ending
  in **** was closed on July 25, 2022, any direct deposits received after this date would be returned to
  sender. We can only advise that you contact the ****** ******** Administration to ensure that you receive
  any missing income that you are entitled to.
  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,

  
  Mike F.
  Mike F.
  Enterprise Client Relations
  Office of the President
  Attachments
  Disputes Letter from August 9, 2022
  Account Restriction Notice from July 25, 2022 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November of 2019, (while I was a Key Bank checking account holder), I accepted a personal temporary check for selling furniture for $1,000. I had done a mobile check deposit and was never awarded my rightful money after the reasonable and expected holding period. I provided them with a screenshot of the check as it appears within my payer’s mobile banking (Wells Fargo) app because he was happy to show me the proof. The money was well out of his account and in Key Bank’s possession. I provided Key Bank with all of the pertinent details regarding the deposit and his name, contact info, etc. I was told by ***** ******** in the ******** ********** Key Bank branch that I would need (as the payee!) his banking account info (why would I have his checking account personal info?). Then when I told Ms. ******** I didn’t have his account info that there would be a waiting period of 1 year to make sure the check was never reversed. It wasn’t. I followed up In December of 2020. She then changed her story and told me that I would need to have the payer (who I’ve since lost contact with) submit an altered check claim. I reached out to him to no avail. I believe he didn’t return my calls because it was too incredulous to think that I STILL haven’t gotten my rightful compensation. It wasn’t even an altered/forged check as this form seems to imply it would be if I needed such a document. It’ll be 3 years in November since I deposited this legitimate and valid check and Key Bank (*****) has stopped returning my messages. I no longer bank with this nightmarish racket of a bank but I just want my money. All I ask is they reissue me a check for my 1.000 that they essentially stole from me.

  

  Business response

  08/12/2022

  
  Dear Ms. *******:

  
  This letter is in response to your issue filed with the Better Business Bureau (BBB). We regret the
  frustrating experience you’ve had and would like to share the results of our investigation.
  With regards to your concerns with the mobile deposit made November 24, 2019, and the subsequent
  hold on the funds the following was found. Upon review it was found that there were concerns regarding
  the deposited check, and its legitimacy. KeyBank requested for to see the check that was deposited and
  was provided an unclear screenshot of the item. Per the disclosure that would have been shown to you at
  the time of deposit, you agree to hold a copy of the check for at least fourteen business days or until the
  check clears. As alternative the request was the check maker to fill out an affidavit, which was also not
  provided.
  As a gesture of goodwill the $1,000 will be refunded in a check being mailed separate from this letter.
  This will arrive via FedEx with a tracking number of ************.
  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,

  
  Christina T.
  
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is in regards to my account #************** with Keybank. I went through a chapter 13 a couple years ago, it has since been discharged/paid off. Once that was completed, Keybank reached out to me to offer me a settlement in regards to my $10,598.60 Loan balance I had. We agreed on a $5000 settlement, I have documentation on that from Keybank, I started to make monthly payments on that $5000 when my husband and I decided to do a cash out refinance on our home. In doing so, the bank (******** ****) need a payoff amount from Keybank. I called Keybank and requested they send my bank the settlement pay off ($4583.00). They told me they don't have any documentation like that to send and that the only thing they could send was the original loan pay off balance (the $10,598.60). But in reality, with the settlement agreement, I don't owe that much any longer. I called Peoples bank back to tell them about the documentation situation that Keybank had, with not having the ability to send a settlement payoff document to them, so they asked me to call them back and ask if they were to send the full loan amount as a payoff, would Keybank refund me the overage paid (which would be $6015.16). I called Keybank back to ask that question, they offered to "type up a letter" to send to my bank with the settlement payoff balance on it, but in the end, that letter didn't have the appropriate information on it that ******** **** needed in order to submit it to the closing dept. Keybank escalated my phone call to a supervisor 844-539-1212. They told me on the phone that, yes indeed the overage would be sent back to me. Well here we are now, full original loan payoff of $10,598.60 was sent to Keybank and they are now telling me it won't be refunded to me. I reminded them they told me on a "recorded line" that this would be sent back to me. I've called about 6 times since they got the payment from my bank and all they tell me now is, a manager is looking in to it.

  

  Business response

  09/06/2022

   

  Dear Mrs. *********,

  
  This letter is in response to your issue filed with the BBB. We sincerely regret any frustration and
  inconvenience this has caused you and appreciate your patience while we worked towards resolution.
  Below are the findings of our investigation.
  According to our records on April 14, 2022, an agreement was made to settle the loan balance for less
  than the original amount due. Following this agreement, the enclosed letter was mailed to you as
  confirmation. Included in this letter was the agreed upon payment plan. Due to the missed payment in
  June that agreement was revoked.
  Furthermore, on June 7, 2022, another agreement was made between you and Key Bank to consider the
  loan settled in full if $4,583.00 was paid on or before July 7, 2022. The enclosed Settlement letter dated
  June 7, 2022, was mailed to you. Per your conversations with our collections team, the letter was not
  sufficient for Peoples bank and their closing department, therefore you requested a payoff letter.
  When you contacted our collection team and requested a settlement pay off letter, a payoff was sent
  showing a due balance of $10,598.60. That amount was accurate as it was the amount to pay off the loan.
  Please be aware that a payoff shows the full amount due, while a settlement letter shows the amount we
  agreed to settle the balance for.
  On July 1, 2022, we receieved the payoff in the amount of $10,598.60 from ******** ****. We
  understand that you requested a refund of the difference between the original amount due and the agreed
  upon settlement amount (the difference).
  Ultimately, the settlement agreement acted to modify the payment amount due on the loan for 30 days,
  therefore KeyBank has determined you are due the difference between the amount paid and the settlement
  figure. On August 19, 2022, an Official Bank Check in the amount of $6,015.60 was sent via FedEx to
  the address on file.
  We sincerely regret any frustration and inconvenience this has caused you. 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.
  Sincerely,

  
  Brad P..

  
  Enterprise Client Relations
  Office of the President

  Customer response

  09/07/2022

  [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

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was denied a loan from Keybank for allegedly having $4k per month student loan payments. I requested a copy of that credit report that I am legally entitled but keybank has failed to provide me with it after multiple request. My student loans are still in deferment status.

  

  Business response

  09/13/2022

  
  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.

  
  Our review of your application shows that the application was denied due to excessive obligations in
  relation to your income. I have attached the notification you were sent on April 27, 2022 regarding the
  decision for your records. You can obtain a copy of your credit report from the credit bureau directly or
  through multiple credit reporting agencies.

  
  Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act (FCRA),
  which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable
  cause to believe is inaccurate to a consumer reporting agency.

  
  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,

  
  Paula S.
  Enterprise Client Relations
  Office of the President

  Customer response

  09/16/2022

  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. They promised me a copy of my credit report where their underwrited determined that I owe $4000 a month in student loans.  Neither Key bank or thier underwriter have provided me with proof of that information that also allegedly used to determine my denial

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

  

  Business response

  09/27/2022

  
  Dear Mr. *******,

  
  This letter is in response to your continued issue filed with the Better Business Bureau regarding
  your displeasure with our previous response to your concerns regarding credit decisioning and a
  request for the removal of the inquiry from your credit reporting. We regret the frustrating
  experience you’ve had and would like to share the results of our investigation.
  I apologize if our previous response was in any way unclear, and I hope the explanation that
  follows, in conjunction with the enclosures, clarifies the matter for you.
  Our records indicate you applied for credit on April 22, 2022. I’ve attached a copy of the signed
  and dated application for your reference. The application contains a section on Page 2 entitled
  “Agreement & Acknowledgement” which discloses, that by signing the application, you agreed
  and understood a credit report may be requested.
  Under Regulation V of the Fair Credit Reporting Act (FCRA), KeyBank is obligated to notify
  you of our obtainment of your credit score as part of the application process. The letter (enclosed
  and mailed on April 22, 2022) provides credit score details, as well as instructions for obtaining a
  copy of the credit report used for the decisioning. KeyBank is unable to provide a copy.
  The subsequent denial of credit letter (enclosed and mailed on April 27, 2022) detailed the reason
  for the declination, which in your case was excessive obligations in relation to income. KeyBank
  factors in all debts contained on your credit report, including installment, revolving and mortgage
  credit.
  Our review of the matter found no errors with regards to the credit inquiry requested in order to
  decision your application. Lacking bank error, we are unable to delete an accurate credit inquiry.
  
  Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act
  (FCRA), which prohibits furnishing any information related to a consumer that KeyBank knows
  or has reasonable cause to believe is inaccurate to a consumer reporting agency.
  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,

  Paula S.
  Enterprise Client Relations
  Office of the President

  Customer response

  09/27/2022

  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 copies of emails from Key Bank telling me that their Underwriter reported that I have a $4000 a month payment for my student loans on my credit report. I never asked you to remove it I requested that you show me proof in which you never did even after you promised it to me in an email that I still obtain. Key Bank also promised to reach out to the Underwriter to get me copy of the alleged infraction of payment.  I already know that there is debt to income ratio issues. Where is the proof of the $4000 a month student loan payments since my loans are in deferrment from 2019 to 2025. I was able to obtain a loan from another financial institution the same day as your denial for $2000 in the amount of $70k.  I find your lending practices sketchy and one sided.

  I understamd how credit reporting works and what I signed off on.  Key Bank is being very misleading when they say a denial letter comes with the information as to who to contact to request a copy of a credit report.

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

*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. ↩