ComplaintsforKeyBank

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank has been the most uncooperative business I have ever dealt with. A credit card account was made by my wife but I was not added as a co-creditor. The account procured air miles with money spent. My wife passed away 10 years ago and the bank has refused to allow me to transfer the air miles or give me ANY information on the account. HOWEVER, the bank has both been sending me a monthly bill as well as a new credit card (in my name) since her death. So, I am saddled with a debt, I am being given the chance to charge more as new credit cards keep coming but I cannot add myself to the account, get any information on the account, or transfer miles from my dead wife to myself. I have spoken to numerous employees and all have been uncooperative stating that I am not on the account. When I told them of my wife's passing they referred me to some draconian hidden part of their website which lacked information as to what to do in a situation like this. If you want any sort of customer service -- this is one bank to AVOID!

  Customer response

  11/22/2021

  
  Dear Mr. ******:
  This letter is in response to your issue filed with the BBB. We regret the frustrating experience you’ve
  had and would like to share the results of our investigation.
  After review, it was confirmed by KeyBank’s Credit Card Operations and Rewards Departments your
  account was part of a conversion from Elan in 2013, thus this account was not originally with KeyBank.
  Please note, at the time of conversion, you were the only borrower listed on the account. KeyBank does
  not offer credit cards with air miles, only rewards points. KeyBank also does not allow the functionality
  to transfer rewards points from one card to another card. Therefore, there were no bank errors and no air
  miles can or will be added to your card.
  As of November 4, 2021, your rewards point balance is 44,957. It’s been determined that your KeyBank
  Rewards Points are good for four years from the date that they are earned and in November 2021, 11,016
  points will expire by the end of the month if they are not redeemed. If you wish to redeem any rewards
  points and obtain rewards information, you can contact KeyBank’s Relationship Rewards Team at 1-888-
  333-7780 Monday through Friday 9am to 9pm ET and Saturday to Sunday 10am to 7pm ET.
  Our review also found that because of the conversion from Elan, KeyBank does not have your Social
  Security Number on file because it was never obtained from Elan. This can be fixed by contacting Key’s
  Customer Service Department at 1-800-Key2You (1-800-539-2968) any time to have your Social
  Security Number added on file. This will help in allowing KeyBank to be able to verify your identity so
  that we can provide you with information on your account when you call in.
  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, 
  
  Mike F.
  Enterprise Client Relations
  Office of the President 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I HAVE A CHECKING ACCOUNT WITH KEYBANK. My account number is ************. My account has been frozen after i deposited my benefit Check. The check has cleared and still this bank is holding my money. im a disabled veteran on a wheelchair and dont have a vehicle to get to a branch. Im also isolating due to covid restrictions. They just remove to make it easy for me to identify myself. Those funds are my lifeline and i need them. I dont know why they froze my account and make it so hard for me being disable on a wheelchair with both legs amputated while serving in the army. Please unfreeze my account and stop making it for a disable veteran to access his funds. Thanks

  

  Business response

  11/16/2021

  
  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.
  Our review found that there are two restrictions on your Key Smart Checking account ending in ****.
  The first restriction on your account is due to potentially fraudulent activity. There is an active case with
  Key’s Fraud Department, Case # ***************** which is still under investigation. Therefore, we
  are unable to provide details of that investigation in writing currently. For details of the investigation,
  please contact KeyBank’s Fraud Hotline at 1-800-433-0124 from 9am to 8pm EST Monday through
  Thursday, 9am to 9pm EST Friday, or 9am to 5pm EST Saturday. You may also visit any KeyBank
  branch to obtain information. Your Klamath Falls, OR branch does not have a drive through but is
  fully accessible. The fraud restriction on your account will not be removed until the completion of the
  investigation by Key’s Fraud Department.
  The second restriction on your account is with Key’s Customer Identification Unit due to the Patriot
  Act. To have this restriction removed, KeyBank needs documentation verifying your date of birth.
  According to Key’s Customer Identification Unit, acceptable documents that will suffice as evidence of
  your date of birth are a copy of your birth certificate or a valid federal or state issued ID card. Proof of
  your date of birth can be emailed to [email protected]. If you have questions, please call
  Key’s Customer Identification Unit at 1-877-539-4068. A letter that was sent to you dated October 19,
  2021, regarding this has been attached for your reference.
  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, 
  
  Mike F.
  Enterprise Client Relations
  Office of the President
  Attachments
  CIU Letter – DOB Verification Needed 

• Initial Complaint

  10/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The withdrawal from **** was initiated on 10/22 from the shared checking. The instant transfer from my personal checking to the shared checking should have posted immediately and was made in 10/22 as well. There’s no reason why the instant transfer should not have posted immediately. The deposit is being held and the transaction is going through to cause an overdraft. This is predatory and should not be common practice

  

  Business response

  12/13/2021

  
  Dear Ms. *******:

  This letter is in response to your concerns filed with the Better Business Bureau (“BBB”) regarding
  overdraft charges assessed to your account. We regret the frustrating experience you’ve had and would
  like to share the results of our investigation along with tips for preventing future overdrafts.
  Please note, transfers made within online banking are subject to cutoff times as detailed in the Online
  Banking Service Agreement and Disclosure you agreed to when enrolling in online banking. As detailed
  in Section 19 (KeyBank Hours of Operation; Cutoff Times), transactions made on a Saturday or Sunday
  are considered Monday transactions, and any transactions conducted after the cutoff time will be posted
  the next business day. For funds transfers, the cutoff time is 7:00 p.m. local time, Monday through Friday.
  On October 22, 2021, the beginning day balance in the Account was $0.89; subsequently, one transaction
  for **** was deducted for $21.98, causing a negative balance of -$21.09. One associated overdraft fee of
  $38.50 brought the Account balance to -$59.59. An internet transfer of $22.00 was completed on Friday,
  October 22, 2021 at 9:06pm, after the 7pm cutoff time; this transaction did not post to the Account until
  October 25, 2021.
  Similarly, on October 29, 2021, the beginning day balance in the Account was $0.91; one transaction for
  ******* was deducted for $13.99, causing a negative balance of -$13.08. One associated overdraft fee of
  $38.50 brought the Account balance to -$51.58. An internet transfer of $470.00 was completed on
  Saturday, October 30, 2021 at 10:03am, after the 7pm cutoff time; this transaction did not post to the
  Account until November 1, 2021.
  For your review, I have enclosed copies of the Overdraft Notices that will detail the order in which items
  post to the Account. Additionally, please review Section 6 of the enclosed Deposit Account Agreement
  and Funds Availability Policy for further detail on the posting order, and Section 19 of the enclosed
  Online Banking Service Agreement and Disclosure for further detail on cutoff times. 
  Our records indicate that one charge of $38.50 was refunded to the Account on October 25, 2021 as a
  gesture of good will. Unfortunately, we are unable to refund any additional charges.
  Below are some actions you may consider taking to prevent recurrence depending upon your specific
  situation:
  ? Verify you have sufficient available funds in your account to cover outstanding debits, i.e.,
  written checks, automatic recurring debits, online bill payments, etc. before making debit card
  purchases, writing checks, or initiating other debits.
  ? Review and/or change your overdraft consent option. Please see the enclosed Overdraft Q & A.
  ? Schedule a Financial Wellness review at the branch of your choosing so that we may better
  understand your situation and determine if other account types or products may be more suitable
  for you. You may schedule this review by calling 1-800-539-2968 or by visiting your local
  branch.
  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,
  Olivia W.
  Enterprise Client Relations
  Office of the President
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 12, 2021 KeyBank sent a debit card by FedEx to my address at a men's shelter and FedEx gave the package to the security personnel because I wasn't present at the time. The security personnel accessed my personal information and activated the debit card and withdrew 1,480.00 from my account on November 14, 2021. I notified KeyBank explained what happened and filed a claim to have the funds credited back to my account, but KeyBank denied my claim they said I authorized the transaction. I appealed KeyBank denial and submitted numerous documents to prove that I didn't authorize the transaction and that I was in the hospital at the time the funds was withdrawn from my account, yet KeyBank still refuse to reimburse me for the unauthorized funds that was withdraw from my account. In fact they closed my account after I appealed their decision.

  

  Business response

  11/18/2021

  
  Dear Mr. *******:
  This letter is in response to your issue filed with the BBB. We regret the frustrating experience you’ve
  had and would like to share the results of our investigation.
  After review, we have credited your Key2Benefits card account ending in **** on October 15, 2021 for
  the disputed transaction in the amount of $1,486.00. Per your request, KeyBank has also processed a
  check as of October 25, 2021 in the amount of $1,527.98, that will be mailed directly to your home
  address currently listed at 1186 Union Avenue Bronx, NY 10459. If you have any additional questions or
  concerns regarding your Key2Benfits Card account, please contact our Key2Benefits team at 866-295-
  2955.
  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,
  Alex B.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  09/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/28/2021 I went to the local Key Bank branch to open an account after receiving a flyer in the mail A matching 500 deposit with a 500 deposit. **** ***** was the personal banker I dealt with. I had begun the account application online at home as instructed, then went into the branch to finalize. She took my 500 check. At 45 days, with no matching 500 I called her. She verified info was correct and said to give it the 90 days. At 96 days online to Chat at Key Bank. While the rep was checking I read the fine print. A DD from payroll etc was needed. I went to the branch & spoke with the Manager Amanda I admit to not reading fully She asked for 10 days At 20 I called left msg no response. Twice. I called CS 2 times. First CS did not call back. Second left a msg. at Branch and Blake called me Mon. said he would call back. **** called Tues denied 2xs she opened account & no match avail. NOT ONCE DID **** MENTION A DD WAS REQUIRED FOR THE OFFER TO BE VALID AT ACCT OPENING.

  

  Business response

  10/18/2021

  
  Dear Mr. *****:
  This letter is in response to your issue filed with the BBB. We regret the frustrating experience you’ve
  had and would like to share the results of our investigation.
  Our review found your account was opened online. You made a deposit at the branch and went through a
  financial wellness review. After you did not receive the $500.00 premium you reached out to the branch.
  After further researching your concern, it was determined a direct deposit was required to meet the
  premium. Unfortunately, you have not met any requirement for a single direct deposit within the first
  sixty days of account opening.
  Additionally, we found record of returned calls to you from the Branch with regard to your concerns
  surrounding this matter. It was expressed to you during your contact with the branch that a premium
  fulfillment can take up to ninety days but we were unable to substantiate your claim as to you being told
  you have received the premium fulfillment and it will take ninety days to process.
  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,
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I didn’t use my card anymore after August 15th, until September 10th when I used it again, I found that there was only US$42.7 in it. I called the bank and they said that my card was hacked. I called the customer service They told me i need called the dispute department but I called many times. Every time I waited for an hour but no one answered.

  

  Business response

  12/14/2021

  
  Dear **** **:

  
  This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding alleged,
  unauthorized transactions on your Account. We regret the frustrating experience you’ve had and would
  like to share the results of our investigation.
  Our records indicate two claims (*********** and **********) were opened following a call you
  placed to the Key2Benefits Customer Service Line on October 14, 2021. Provisional credit was
  subsequently provided for both claims while the disputes were being investigated. Letters dated October
  24, 2021 and October 25, 2021 (enclosed) were mailed to you advising the provisional credit totaling
  $4,235.60 was now permanent, as our investigation concluded an error occurred.
  Regarding any issue you encountered while attempting to submit the aforementioned disputes, I can
  assure you all opportunities have been addressed internally. I truly regret our customer service did not live
  up to your expectations.
  If we can be of further assistance, please contact Customer Service by calling 1-866-295-2955, for clients
  using a TDD/TTY device, please call 1-800-539-8336.

  
  Sincerely,

  
  Eileen K.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 16, 2021, I went to ***** *******, for vacation. On July 17th, I used my KeyBank debit card for a $4.24 transaction at ****** ******. Sunday, July 18th, I approved a $25 Starbucks reload transaction (about 8am). After that purchase, I went to the beach where my purse was stolen. My KeyBank card was in the purse and used to make 10 transactions I didn’t approve of. I called KeyBank and reported the card stolen and disputed the charges made, but since THEIR system doesn’t show any transactions made over the weekend until Monday morning, they claim I was lying about the charges and refused to re-reverse the disputes which left me in the hole. I provided the police report and the case number in relation to it proving what I was saying is to be true and they still closed the case and refuse to make it right.

  

  Business response

  12/09/2021

  
  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.
  On July 23, 2021, you contacted KeyBank to dispute 10 transactions, occurring on July 19, 2021 and July 20, 2021, for a total of
  $371.55 that you alleged to be unauthorized. On the same day, you received provisional credit for 9 out of 10 of these transactions for
  a total of $363.00.
   On August 5, 2021, you received the first of two letters that stated that the dispute on the transaction for $8.55 was being denied as a
  result of conflicting information (letter enclosed). Please be advised that KeyBank never issued provisional credit to the Account for
  this transaction.
  Subsequently, on August 13, 2021, you received the second letter that indicated conflicting information was identified, and KeyBank
  has reason to believe the transactions were in fact authorized (letter enclosed). This letter further stated that the provisional credit of
  $363.00 would be reversed on August 20, 2021.
  For additional detail on the denial, please know that the $8.55 was a PIN transaction, meaning in order to complete the transaction, the
  PIN would have to be known by the user. Because this transaction occurred between the other 9 alleged fraudulent transactions, it
  appears the card did not leave your possession.
  As a result of the provisional credit reversal, the Account remained negative through October 20, 2021, at which point the Account
  charged off in the amount of $329.75. Please be advised that this debt is valid. If you wish to make a payment on the amount owed,
  please contact Capital Management, a third-party collections agency, at 1- 866-843-7574.
  Thank you for allowing KeyBank the opportunity to review and respond to your concerns. Please be advised that this matter has been
  thoroughly investigated, and we now consider it closed.
  Sincerely,
  Olivia W.
  Enterprise Client Relations
  Office of the President
  Attachments
  August 5, 2021 Letter
  August 13, 2021 Letter

  Customer response

  12/10/2021

  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’m not understanding how a pin was used when my card was stolen on July 18th (a Sunday). KeyBank doesn’t show any transactions made over the weekend until the next business day and it shows as if that transaction is made on that business day. There’s NO WAY a pin was used when I have a police report proving it was stolen. I don’t know much much more proof I can give when I’ve given everything I have. I refuse to pay something I didn’t do. At this point, who else can I contact?matter of fact, is there a way I can get proof that a pin was used? I ready to go to court over this. I’ve been patient on getting a resolution but now I’m getting frustrated. 
  
  Regards,
  
  ***** *****
  
  
  
  
   

  

  Business response

  12/30/2021

  
  Dear Ms. *****:

  
  This letter is in response to your issue filed with the BBB. We regret the frustrating experience you’ve
  had and would like to share the results of our investigation.
  After review, we discovered an error in the decisioning of your claim. Please be assured we have
  addressed this matter internally with all necessary personnel. As a result, we have reversed our original
  decision and provided you credit for the fraudulent transactions. This credit was placed into the Key
  Active Saver account ending in 0158 in the amount of $371.61 on December 16, 2021.
  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,

  
  Alex B.

  
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  08/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a complaint against KeyBank child support Services I began requesting a replacement card on July 29,2021. My address had changed therefore I contacted my local DHR (****** ****** ********** ** ***** ********* ** ******* **) and had my address updated. They mailed me a Replacement Card verification letter to send to KEy Bank services. I emailed a copy of the letter and other required documentation to ******************************* beginning on Aug. 17, 2021. My request has been denied four times with the same response for me to send the documentation that I have been sending. This company is withholding over $700.00 in child support from me. They continue to tell me to have my state change my address , which has already been completed. I want a card with the entire amount of my child support mailed to me immediately.

  

  Business response

  09/24/2021

  
  Dear **** ******:
  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.
  KeyBank may not change the address of a card holder without that card holder contacting their Program
  Manager and changing their address with them first. At that point, the Program Manager will inform
  KeyBank of the address change and we will change the address of the account. At this point, we have not
  been informed of any address change from your Program Manager (******* Child Support). In order to
  have your address updated, please contact them at **************.
  Meanwhile, you may have the option to receive your child support payments via direct deposit. In order
  to request this option, please contact the Program Manager directly.
  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,
  Cheryl **** R.
  

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My mother passed away this year and I needed to close out her bank account at Key Bank. The process was and has been a nightmare. First I attempted to reach the Manhattan, NY branch of Key Bank to complete the process because it was the closest branch to me. After a month of calling, I could not get anyone at this branch to answer the phone or call me back. I had to engage the New Rochelle, NY branch to get the account closed and received a check for the funds in the account. However, I've been requesting printouts of the last few months of balance statements on my my mother's accounts since May 2021 so that I can verify that I was sent a check for the correct amount and also to ensure that I have complete records of the close out. I am the executrix on the account and responsible for keeping an account of everything. The banker I was dealing with said he would send me the records, but it's August now and I've received nothing. The banker stopped responding in May.

  

  Business response

  09/17/2021

  September 2, 2021
  Ms. **** *****
  *** ***** **** **
  ********* ** *****
  RE: Key Saver and Key Express Checking Accounts Ending in **** and ****
  BBB Case No. ********
  Key Case No. *******
  Dear Ms. *****:
  This letter is in response to your issue filed with the BBB We regret the frustrating experience you’ve had
  and would like to share the results of our investigation.
  After review, it was determined that a request was placed for account statements for the Key Saver
  Account ending in **** and the Key Express Checking Account ending in **** for the period from
  January to April of 2021. It was alleged that these documents were sent, but I have been unable to locate
  any evidence that these documents were in fact provided to you. As a result, the documents that you have
  requested are attached to this letter.
  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,
  Alex B.
  Enterprise Client Relations
  Office of the President
  *********** *** ******* ******** **** ********* ********* *** ******* ******** **** ********* ********* *** ******* ******** **** ********* ********* *** ******* ******** **** ********* ********* *** ***** **** ********* ********* *** ***** **** ********** *********

  Customer response

  09/17/2021

  [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.

  
  
  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. ↩