ComplaintsforKeyBank

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about 02/29/2024, I filed a dispute regarding charges totaling $720.00 that were withdrawn from my KeyBank checking account via ******. Unfortunately, I was a victim of a scam and was taken advantage of because I am fully disabled with autism. Expecting KeyBank to support me, I filed a "Chargeback" with them, as situations like this are typically covered under FDIC protection, and I am also fully disabled under the ADA. KeyBank refunded my money in early March, and I thought everything was resolved. However, in April, I received a letter stating that they had completed their investigation and did not believe it was a scam or fraud. What? As a result, my account was overdrawn when they withdrew the $720, and they started charging me overdraft fees on the money they had initially refunded! How does that make any sense? I contacted their fraud department multiple times, only to receive the runaround. I was told that a review would be conducted, but I never received a callback—just radio silence. They informed me that ****** had told KeyBank that my "IP address" matched the location where the money was sent. Obviously, it's a scam! I was taken advantage of over the phone, and my aide wasn't there to help me because I don't know how to think for myself, and I was extorted. Now, my KeyBank account is closed, and I'm receiving collections notices and negative impacts on my credit. I'm considering consulting a lawyer and contacting the news about this situation. The incompetence of KeyBank is mind-blowing, and all the grief this has caused me is overwhelming. Is your money not FDIC-secured at KeyBank? Does KeyBank not care about people with disabilities?

  

  Business response

  09/03/2024

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

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

  On March 5, 2024, you filed a dispute claim for three (3) ****** ************ transactions that
  occurred January 22, 2024, for $150.00, February 20, 2024, for $300.00 and February 26, 2024, for
  $270.00. At that time, you were provided provisional credit. On April 26, 2024, the case was completed,
  and the enclosed dispute letter was sent to you advising there was reason to believe the transactions were
  authorized based on merchant documents, enclosed, reflecting information that matches your current
  account information. It was also advised that the provisional credit would be reversed on May 6, 2024,
  which it was. We were unable to find any error in the denial of your dispute. For your convenience, please
  see the enclosed correspondence sent to you related to the disputes.

  On May 6, 2024, when the provisional credit was reversed, it caused the Account balance to go negative.

  On May 7, 2024, the overdraft notice, enclosed, was sent to you advising the Account’s balance was
  negative, that no fee was assessed at that time, but a recurring overdraft fee would be assessed if the
  Account remained negative for five (5) or more business days. The Account was not brought positive
  resulting in a $20.00 recurring overdraft fee being assessed on May 10, 2024. The balance was not
  brought positive for more than sixty (60) days and as a result, on July 8, 2024, the Account was closed
  with a balance owed of $740.00 and on July 10, 2024, the enclosed charge off notice was sent to you
  advising such. If you have any questions related to the charged off account or if you would like to discuss
  payment options, please contact our Recovery department at **************.

  Additionally, we reviewed your interactions while you were attempting to resolve this matter and
  discovered your request to provide the documents relied on in the dispute decision was not completed. I
  can assure you any opportunities discovered have been addressed internally with the appropriate
  personnel. We regret any frustration or inconvenience this may have caused you. We use client feedback,
  both positive and negative, to reinforce or improve our delivery and servicing of client Accounts. We
  appreciate you bringing this to our attention. Please note, the documentation you requested is enclosed
  with this response.

  Lastly, regarding your inquiry concerning whether KeyBank being FDIC insured has any bearing on the
  return of your funds, please note that FDIC insurance does not cover fraud and disputes. For additional
  information about FDIC deposit insurance as well as coverage of specific types of accounts, please visit
  ******************** or call **************.

  If I can be of further assistance, please contact me, citing the case number above, at **************. For
  clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
  p.m. Eastern Standard Time.

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 1st I was trying to get an emergency loan and fell for a scam. Fake loan company deposited 2 phony verification checks into my account that I was supposed to pay back before receiving my loan. KeyBank immediately restricted my account and emailed me that the restriction would be until August 7th. Now that time has passed and they're telling it'll take 10 more days while they investigate. Meanwhile I am homeless & without food or money and they're taking their time resolving the issue

  

  Business response

  09/10/2024

  Dear ***** *****,

  
  This letter is in response to your concern 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.
  Your concern was previously filed under KeyBank case number ****** on August 1, 2024. While
  investigating that concern, we received your BBB concern on August 27, 2024.

  
  On July 31, 2024, you deposited two (2) checks via mobile deposit into the Account. One check was in
  the amount of $497.80 and the other was in the amount of $495.20. Following the mobile deposits, two
  (2) notices were sent to the address on file dated August 1, 2024, and August 2, 2024, informing you that
  the availability of funds was being delayed. You were advised that the funds would be made available on
  August 7, 2024. Additionally, a notice informing you of a temporary restriction that was placed on the
  Account was sent dated August 1, 2024. On August 6, 2024, both checks charged back, and a letter was
  sent to notify you of this. The charge back took place as the accounts on the checks were unable to be
  located. Enclosed, please find all correspondence related to the funds deposited into your Account for
  your convenience.

  
  On August 8, 2024, you reached out to our Fraud Client Service Center to advise that you believed the
  checks that were deposited were part of a scam. You inquired when the restriction would be removed
  from the Account, and you were advised that it would be removed once the investigation was completed.
  As of August 15, 2024, the restriction was removed from the Account, and you re-enrolled in Online
  Banking as your log in information was all that was compromised. The fraud case is now closed;
  however, if you were interested in submitting a sworn statement, please send it to:
  *************************************. We would be happy to review the documentation. For your
  convenience, please find all correspondence related to your fraud case enclosed.
  Furthermore, we were unable to substantiate that there have been any issues with our online banking.
  However, we encourage you to reach out to us at **************** if you experience any issues so we
  can assist with your banking needs efficiently.

  
  If I can be of further assistance, please contact me, citing the case number above, at **************. For
  clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
  p.m. Eastern Standard Time.
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/26/2024, I opened a new checking acct with Keybank b/c my main checking acct doesn't allow mobile deposits > $500/day. Once opened, I immediately deposited 2 checks which I assumed would be available within a couple of days. However, I received a notification that my checks would be put on hold for 7 business days and be released on 8/2 because they looked "suspect?" I called the CS center to find out why and the agent wasn't able to give me an answer and told me that he was unable to do anything to help me. I set up my external checking acct so I could set up a transfer of my money on 8/2. I try to log on to my acct on 8/2 only to find out my acct has been restricted and I need to call the fraud dpt. They said I needed to go into my local bank to show them my ID, thats it. I did it that same day. The clerk that helped me emailed a copy of my ID to the fraud dpt and informed me that my acct would be unlocked and my money available on 8/5. I checked all day on 8/5 and my acct was still locked. I called the local branch, left a VM and didn't receive a call back. I called the CS center and the agent said it can take up to 10 days to complete the investigation. I asked what investigation and he asked if i submitted a fraud claim, of which i did not. He said he would look into it and call me the next day, which he did. He told me that the fraud dpt would send an email to my local branch to have them unlock my acct and that I needed to follow up with the branch. I called them on 8/6 and spoke with someone who told me she couldn't help me b/c my acct was restricted and I would need to come in to verify my identity. I told her I already did that. She said she would have the lady who helped me call me back later the same day to discuss b/c she couldnt see any updates on my acct. Never received a call back and I'm late on my bills and getting late fees b/c theyre holding my money hostage for no reason. I've never been late paying my bills! I just want my money back!

  

  Business response

  09/03/2024

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

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

  Our review found that the Account was opened online on July 26, 2024. Our records indicate that you
  made two mobile check deposits on the same day the Account was opened, for $1,454.53 and $1,776.24.
  On July 27, 2024, the enclosed hold notices were sent to the address on file to advise you that the funds
  from these deposits were being held due to concerns identified during the deposit monitoring process. The
  notices stated that the funds would be available on August 2, 2024.

  We found that the holds were placed in accordance with the enclosed KeyBank Deposit Account
  Agreement and Funds Availability Policy provided to you at Account opening. Generally, KeyBank
  allows you to withdraw funds deposited no later than the next business day. However, in some cases we
  may delay your availability to withdraw funds and provide notification to you as outlined in the enclosed
  Policy.

  A letter dated August 1, 2024, was mailed to you to inform you that due to suspected fraudulent activity,
  a temporary restriction was placed on the Account, so that our dedicated fraud team could investigate the
  situation. On August 1, 2024, online Banking was also deactivated. An automatic external transfer was set
  up for August 2, 2024, to a **** savings account.

  On August 2, 2024, you contacted KeyBank, and you were directed to visit a local KeyBank branch
  location. Our review further found that on August 2, 2024, you visited the **** **** branch and provided
  a copy of your license which was then emailed to our fraud department. We were unable to substantiate
  your claims that the branch employee advised you that the restriction would be removed from the
  Account. Additionally, your allegations that your calls were not returned were unfounded as the branch
  employee returned your call on August 5, 2024.

  Upon review of the Account, activity/information was identified that was not in accordance with
  KeyBank’s Deposit Account Agreement and Funds Availability Policy currently in effect. As a result, the
  Account was closed on August 19, 2024, and an Official Bank Check for the full balance of the Account,

  $3,230.77, was issued and mailed to the address on file. A copy of the closure notice along with the
  Deposit Account Agreement and Funds Availability Policy is enclosed.

  Our review found that the account was closed prior to the closure letter being mailed to you. Please be
  assured that this has been addressed internally with the appropriate personnel. We sincerely regret any
  frustration and inconvenience this may have caused you. We use client feedback, both positive and
  negative, to reinforce or improve our delivery and servicing of client Accounts. We appreciate you
  bringing this to our attention.

  If you would like to have your relationship re-reviewed or would like to establish a new account with
  KeyBank, please provide a bank statement showing ownership of the external transfer account. We will
  review the documentation and determine if a new account can be established.

  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8 a.m. to 6
  p.m. Eastern Standard Time.

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

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am disputing the solar loan provided by KeyBank for products installed by ****** ***** **** as reported on my credit profile. ****** ***** *** has failed to meet the terms of our agreement, resulting in an incomplete and nonfunctional solar panel system. ****** ***** installed panels without prior city approval, causing only one unit of my duplex to be partially activated. This breach exposed me to potential legal and regulatory issues due to the lack of permits. Additionally, the installation caused significant property damage, including a roof leak. According to our agreement, I was not liable for the solar loan until the system was fully operational. Despite this, the loan was reported to my credit before city approval or project completion. The loan is secured, yet ****** ***** *** has not fulfilled their contractual obligations. ****** ***** *** has since filed for Chapter 7 bankruptcy, demonstrating their inability to fulfill obligations to creditors and customers, with numerous legal actions against them for consumer fraud and other allegations. Given these circumstances, the financial burden of the loan for a nonfunctional and incomplete solar system unjustly impacts my credit standing. I am not legally responsible for this loan due to ****** ***** ***'s failure to deliver the agreed-upon goods and services.

  

  Business response

  06/05/2024

  
  Dear ****** *******

  
  This letter is in response to your concern filed with the Better Business Bureau regarding your Loan. We
  regret the frustrating experience you’ve had and would like to share the results of our investigation.
  On June 3, 2021, you signed the enclosed Certificate of Completion acknowledging that all products had
  been received and installation was completed to your satisfaction. Our records reflect the installer, ******
  ***** ***, covered the Loan’s payments until permission to operate was received on January 20, 2023.
  As ****** ***** *** filed for bankruptcy on December 28, 2023, we recommend you contact *** *****,
  as they should be able to assist you with locating the contact information for the manufacturer. *** *****
  may be reached at 1*************.

  
  For your convenience, I have enclosed copies of the Solar Loan and Security Agreement as well as the
  Solar Loan Summary. Per these terms, your obligation to repay the Loan is independent of the
  performance of your solar system. You remain responsible for the Loan’s repayment, and it will continue
  to be reported to the credit bureaus.

  
  Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act, which
  prohibits furnishing any information to a credit reporting agency related to a consumer that KeyBank
  knows or has reasonable cause to believe is inaccurate. We were unable to find any errors with the
  information we have furnished to the credit reporting agencies, and as a result, we are unable to make any
  updates to that information.

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

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21712424, 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,
  
  ****** ******
  
  
  
  
   

  

  Business response

  06/21/2024

   

  
  Dear ****** *******

  
  This letter is in response to your follow up on the concern you filed with the Better Business Bureau for
  which we previously issued a written response. I have enclosed a copy of the previous response for your
  convenience. We regret the frustrating experience you’ve had and would like to share the results of our
  investigation.

  
  Although our overall response to your concern remains the same, we can further advise that the
  Certificate of Completion signed on June 3, 2021, stated, “Please note that this Certificate of Completion
  only applies to the purchase and installation of your Improvements. Certain solar PV Improvements may
  require “Permission to Operate” from your utility company, which typically occurs after Improvements
  have been installed.”

  
  The project received permission to operate on January 20, 2023, and ****** ***** *** filed for
  bankruptcy on December 28, 2023. *** ***** is unable to address your concern directly, but we kindly
  recommend continuing to work with the manufacturer using the contact information they provided. You
  remain responsible for repayment of the Loan, and we are unable to update or remove the appropriate
  information we are furnishing to the credit reporting agencies.
  Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act, which
  prohibits furnishing any information to a credit reporting agency related to a consumer that KeyBank
  knows or has reasonable cause to believe is inaccurate.
  If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
  clients using a TTY/TRS device, Dial 711. We are available Monday through Friday from 8a.m. to 6p.m.
  Eastern Standard Time.

  
  Sincerely,
  Tara F.
  Enterprise Client Relations
  Office of the President

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  06/14/2024

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

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

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

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

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

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

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

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

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

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

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  05/08/2024

  Dear Ms. *****:

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

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

   

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

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

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

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

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

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  

  Business response

  04/15/2024

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

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

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

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

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

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

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

  Customer response

  04/15/2024

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

   

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

  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/19/2024

  Dear Better Business Bureau:

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

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

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/20/2024

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

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

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

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

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

  Customer response

  03/29/2024

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/29/2024

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

*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. ↩