BBB Accredited Business since

KeyBank

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Phone: (216) 813-5850 Fax: (216) 357-6248 View Additional Phone Numbers 127 Public Square. OH 01 27 5601, Cleveland, OH 44114 http://www.key.com View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that KeyBank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for KeyBank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 214 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

214 complaints closed with BBB in last 3 years | 85 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 82
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 116
Total Closed Complaints 214

Additional Complaint Information

The 127 Public Square location in Cleveland, Ohio is the national headquarters for Key Corporation. Any matter of complaint received by a BBB across the country will be forwarded to the Cleveland BBB for resolution. This report is based on compiled complaint activity for Key Bank nationally.

Customer Reviews Summary Read customer reviews

20 Customer Reviews on KeyBank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 20
Total Customer Reviews 20

Additional Information

BBB file opened: January 01, 1933 Business started: 01/01/1929 in NY Business started locally: 01/01/1994 Business incorporated 12/31/1958 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

U.S. Comptroller of the Currency
250 E Street SW, Washington DC 20219
http://www.occ.treas.gov
Phone Number: (202) 874-5000
customer.assistance@occ.treas.gov

Federal Deposit Insurance Corporation (FDIC) - Chicago Regional Office
500 West Monroe Street, Suite 3300, Chicago IL 60661-3697
http://www.fdic.gov
Phone Number: (312) 382-6000
Fax Number: 312-382-6901

Type of Entity

Corporation

Business Management
Ms. Laura Karter, Client Relations, Manager, VP Ms. Beth E. Mooney, CEO Mr. Thomas C. Stevens, Vice Chairman and CAO Ms. Kathy McCrone, Executive Client Relations Ms. Jeanette Piatek, Executive Client Relations
Contact Information
Customer Contact: Client Relations Department
Principal: Ms. Laura Karter, Client Relations, Manager, VP
Principal: Ms. Beth E. Mooney, CEO
Principal: Mr. Thomas C. Stevens, Vice Chairman and CAO
Business Category

Banks Credit Cards & Plans Investment Advisory Service

Alternate Business Names
Ameritrust Ameritrust Co. Ameritrust Company N.A. Investment Management & Trust Services K M I Mortgage Key Direct Key Equipment Finance Key Home Equity Services Key Home Improvement Services Key Investment Services Key Recovery Key Services Corp KeyBank Home Equity Services KeyBank National Association KeyCorp Merchant Services Society Mortgage
Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Superintendent of Banks 77 S High St, Columbus OH 43266-0549 Phone Number: (614) 466-2932

Federal Reserve Bank of Cleveland P.O. Box 6387, Cleveland OH 44101 Phone Number: (216) 579-2000 Fax Number: (216) 579-2932 http://www.clevelandfed.org

Industry Tips
Credit Card Offers Financial Planning

Customer Review Rating plus BBB Rating Summary

KeyBank has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 127 Public Square

    Cleveland, OH 44114 (216) 813-5850

  • 127 Public Square. OH 01 27 5601

    Cleveland, OH 44114

  • 4269 Fulton Rd

    Cleveland , OH 44114

  • 800 Superior Ave. OH 01 02 0325

    Cleveland, OH 44114 (216) 813-5850

  • P.O. Box 5311

    Cleveland , OH 44101

  • PO Box 6000

    Cleveland, OH 44101

  • PO Box 94968

    Cleveland, OH 44101

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 West Main St.

    Ripley, NY 14775

  • THIS LOCATION IS NOT BBB ACCREDITED

    103 Main St.

    Cooperstown, NY 13326

  • THIS LOCATION IS NOT BBB ACCREDITED

    106 West Main St.

    Johnstown, NY 12095

  • THIS LOCATION IS NOT BBB ACCREDITED

    1080 McKinley Mall

    Hamburg, NY 14219

  • THIS LOCATION IS NOT BBB ACCREDITED

    1166 Route 374
    Cook Street

    Dannemora, NY 12929

  • THIS LOCATION IS NOT BBB ACCREDITED

    118 Main St.

    Whitehay, NY 12887

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Bausch & Lomb Pl.

    Rochester, NY 14604

  • THIS LOCATION IS NOT BBB ACCREDITED

    1210 Route 146

    Clifton Park, NY 12065

  • THIS LOCATION IS NOT BBB ACCREDITED

    1219 French Rd.

    Depew, NY 14043

  • THIS LOCATION IS NOT BBB ACCREDITED

    125 Main St.

    Sherman, NY 14781

  • THIS LOCATION IS NOT BBB ACCREDITED

    1295 Central Avenue

    Albany, NY 12205

  • THIS LOCATION IS NOT BBB ACCREDITED

    130 Fourth St.

    Troy, NY 12180

  • THIS LOCATION IS NOT BBB ACCREDITED

    13235 US Rt 11

    Adams Center, NY 13606

  • THIS LOCATION IS NOT BBB ACCREDITED

    133 Main St.

    Dansville, NY 14437

  • THIS LOCATION IS NOT BBB ACCREDITED

    135 Main St.
    Golden Triangle Plaza

    Lockport, NY 14094

  • THIS LOCATION IS NOT BBB ACCREDITED

    135 South Pearl Street

    Albany, NY 12202

  • THIS LOCATION IS NOT BBB ACCREDITED

    14 Main St.

    Hoosick Falls, NY 12090

  • THIS LOCATION IS NOT BBB ACCREDITED

    146 Columbia Turnpike

    Rensselaer, NY 12144

  • THIS LOCATION IS NOT BBB ACCREDITED

    1500 Ridge Rd. West

    Rochester, NY 14615

  • THIS LOCATION IS NOT BBB ACCREDITED

    1541 Crescent Road

    Clifton Park, NY 12065

  • THIS LOCATION IS NOT BBB ACCREDITED

    16 Second Ave

    Rensselaer, NY 12144

  • THIS LOCATION IS NOT BBB ACCREDITED

    1610 Eastern Parkway

    Schenectady, NY 12309

  • THIS LOCATION IS NOT BBB ACCREDITED

    17-19 West Main St.

    Cuba, NY 14727

  • THIS LOCATION IS NOT BBB ACCREDITED

    1817 Columbia Turnpike

    Castleton, NY 12033

  • THIS LOCATION IS NOT BBB ACCREDITED

    19 Corporate Woods Blvd.

    Albany, NY 12211

  • THIS LOCATION IS NOT BBB ACCREDITED

    1930 Niagara Falls Blvd.

    Tonawanda, NY 14150

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Brinkerhoff Street

    Dannemora, NY 12929

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Washington Avenue

    Albany, NY 12210

  • THIS LOCATION IS NOT BBB ACCREDITED

    200-204 North Main St.

    Jamestown, NY 14701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2000 Walden Ave.,Suite B 216

    Cheektowaga, NY 14225

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 S Warren Street

    Syracuse, NY 13202

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 S. Warren St.

    Syracuse, NY 13202

  • THIS LOCATION IS NOT BBB ACCREDITED

    202 Main St.

    Oneonta, NY 13820

  • THIS LOCATION IS NOT BBB ACCREDITED

    2030 Sheridan Dr.

    Tonawanda, NY 14223

  • THIS LOCATION IS NOT BBB ACCREDITED

    2066 George Urban Blvd.

    Depew, NY 14043

  • THIS LOCATION IS NOT BBB ACCREDITED

    210 Fluvanna Ave.

    Jamestown, NY 14701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2157 Seneca St.

    Buffalo, NY 14210

  • THIS LOCATION IS NOT BBB ACCREDITED

    219 East Main St.

    Batavia, NY 14020

  • THIS LOCATION IS NOT BBB ACCREDITED

    2255 E. Ridge Rd.

    Rochester, NY 14622

  • THIS LOCATION IS NOT BBB ACCREDITED

    23 North Main St.

    Groversville, NY 12078

  • THIS LOCATION IS NOT BBB ACCREDITED

    2318 Delaware Ave.

    Buffalo, NY 14216

  • THIS LOCATION IS NOT BBB ACCREDITED

    2429 Military Rd.

    Niagara Falls, NY 14304

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 E. Main St.

    Rochester, NY 14614

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 Main St.

    Hamburg, NY 14075

  • THIS LOCATION IS NOT BBB ACCREDITED

    2513 W. State

    Olean, NY 14760

  • THIS LOCATION IS NOT BBB ACCREDITED

    274 Elmwood Ave.

    Buffalo, NY 14222

  • THIS LOCATION IS NOT BBB ACCREDITED

    280 Broadway

    Albany, NY 12204

  • THIS LOCATION IS NOT BBB ACCREDITED

    2858 Delaware Ave.

    Kenmore, NY 14217

  • THIS LOCATION IS NOT BBB ACCREDITED

    2875 Union Rd., Suite 33

    Cheektowaga, NY 14227

  • THIS LOCATION IS NOT BBB ACCREDITED

    2929 Union Rd.

    Cheektowaga, NY 14227

  • THIS LOCATION IS NOT BBB ACCREDITED

    308 Ushers Road

    Ballston Lake, NY 12019

  • THIS LOCATION IS NOT BBB ACCREDITED

    3134 Bailey Ave.

    Buffalo, NY 14215

  • THIS LOCATION IS NOT BBB ACCREDITED

    3171 Sheridan Dr.

    Amherst, NY 14226

  • THIS LOCATION IS NOT BBB ACCREDITED

    32 Saranac Ave.

    Lake Placid, NY 12946

  • THIS LOCATION IS NOT BBB ACCREDITED

    3333 Consaul Rd.

    Schenectady, NY 12305

  • THIS LOCATION IS NOT BBB ACCREDITED

    3333 W. Henrietta Rd.

    Rochester, NY 14623

  • THIS LOCATION IS NOT BBB ACCREDITED

    3333 West Henrietta Rd

    Rochester, NY 14623

  • THIS LOCATION IS NOT BBB ACCREDITED

    3349 Monroe Ave.

    Rochester, NY 14618

  • THIS LOCATION IS NOT BBB ACCREDITED

    37 West Main St.

    Fredonia, NY 14063

  • THIS LOCATION IS NOT BBB ACCREDITED

    3707 Mt. Read Blvd.

    Rochester, NY 14616

  • THIS LOCATION IS NOT BBB ACCREDITED

    378 Fairmount Ave.

    Lakewood, NY 14750

  • THIS LOCATION IS NOT BBB ACCREDITED

    38 South Main St.

    Andover, NY 14806

  • THIS LOCATION IS NOT BBB ACCREDITED

    3890 Sheridan Dr.

    Amherst, NY 14226

  • THIS LOCATION IS NOT BBB ACCREDITED

    39 North Main St.

    Alfred, NY 14802

  • THIS LOCATION IS NOT BBB ACCREDITED

    390 Main Place

    Buffalo, NY 14202

  • THIS LOCATION IS NOT BBB ACCREDITED

    3900 Main St.

    Amherst, NY 14226

  • THIS LOCATION IS NOT BBB ACCREDITED

    3920 Main Street

    Amherst, NY 14226

  • THIS LOCATION IS NOT BBB ACCREDITED

    3980 Maple Rd.

    Amherst, NY 14226

  • THIS LOCATION IS NOT BBB ACCREDITED

    405 Delaware Avenue

    Albany, NY 12209

  • THIS LOCATION IS NOT BBB ACCREDITED

    4050 Seneca St.

    West Seneca, NY 14224

  • THIS LOCATION IS NOT BBB ACCREDITED

    4077 West Main St.

    Williamson, NY 14589

  • THIS LOCATION IS NOT BBB ACCREDITED

    4239 N. Buffalo St.

    Orchard Park, NY 14127

  • THIS LOCATION IS NOT BBB ACCREDITED

    4248 Delaware Ave

    Tonawanda, NY 14150

  • THIS LOCATION IS NOT BBB ACCREDITED

    426 Chestnut St.

    Oneonta, NY 13820

  • THIS LOCATION IS NOT BBB ACCREDITED

    43 New Scotland Avenue

    Albany, NY 12208

  • THIS LOCATION IS NOT BBB ACCREDITED

    43 Quaker Rd.

    Queensbury, NY 12804

  • THIS LOCATION IS NOT BBB ACCREDITED

    436 State Street

    Schenectady, NY 12305

  • THIS LOCATION IS NOT BBB ACCREDITED

    4401 Transit Rd.

    Williamsville, NY 14221

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 North Union St.

    Olean, NY 14760

  • THIS LOCATION IS NOT BBB ACCREDITED

    482 Route 3

    Plattsburgh, NY 12901

  • THIS LOCATION IS NOT BBB ACCREDITED

    492 Center St.

    Lewiston, NY 14092

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Grove St.

    Cobleskill, NY 12043

  • THIS LOCATION IS NOT BBB ACCREDITED

    50 East Main St.

    Westfield, NY 14787

  • THIS LOCATION IS NOT BBB ACCREDITED

    50 Fountain Plaza

    Buffalo, NY 14202

  • THIS LOCATION IS NOT BBB ACCREDITED

    50 Fountain Plaza

    Buffalo, NY 14202

  • THIS LOCATION IS NOT BBB ACCREDITED

    501 New Karner Road

    Albany, NY 12205

  • THIS LOCATION IS NOT BBB ACCREDITED

    507 Route 67 Malta

    Ballston Spa, NY 12020

  • THIS LOCATION IS NOT BBB ACCREDITED

    5084 Route 11

    Champlain, NY 12919

  • THIS LOCATION IS NOT BBB ACCREDITED

    51 East Fourth St.

    Dunkirk, NY 14048

  • THIS LOCATION IS NOT BBB ACCREDITED

    5173 Sheridan Dr.

    Williamsville, NY 14221

  • THIS LOCATION IS NOT BBB ACCREDITED

    52 Amherst St.

    Buffalo, NY 14207

  • THIS LOCATION IS NOT BBB ACCREDITED

    5200 Main St.

    Williamsville, NY 14221

  • THIS LOCATION IS NOT BBB ACCREDITED

    5318 West Genesee St.

    Camillus, NY 13031

  • THIS LOCATION IS NOT BBB ACCREDITED

    54 State St., 3rd. Floor

    Albany, NY 12207

  • THIS LOCATION IS NOT BBB ACCREDITED

    544 Warren St.

    Hudson, NY 12534

  • THIS LOCATION IS NOT BBB ACCREDITED

    55 Douglas Ave.

    East Aurora, NY 14052

  • THIS LOCATION IS NOT BBB ACCREDITED

    55 E. Main St.

    Webster, NY 14450

  • THIS LOCATION IS NOT BBB ACCREDITED

    5510 Camp Rd.

    Hamburg, NY 14075

  • THIS LOCATION IS NOT BBB ACCREDITED

    56 United States Ave.

    Plattsburgh, NY 12901

  • THIS LOCATION IS NOT BBB ACCREDITED

    561 New Scotland Avenue

    Albany, NY 12208

  • THIS LOCATION IS NOT BBB ACCREDITED

    5688 South Transit Rd.

    Lockport, NY 14094

  • THIS LOCATION IS NOT BBB ACCREDITED

    570 Dick Rd.

    Depew, NY 14043

  • THIS LOCATION IS NOT BBB ACCREDITED

    581 Central Avenue

    Albany, NY 12206

  • THIS LOCATION IS NOT BBB ACCREDITED

    5th Street

    Jamestown, NY 14701

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 Market St.

    Amsterdam, NY 12010

  • THIS LOCATION IS NOT BBB ACCREDITED

    60 State Street

    Albany, NY 12207

  • THIS LOCATION IS NOT BBB ACCREDITED

    66 Main St.

    Geneseo, NY 14454

  • THIS LOCATION IS NOT BBB ACCREDITED

    66 South Pearl St.

    Albany, NY 12207

  • THIS LOCATION IS NOT BBB ACCREDITED

    6716 Pittsford Palmyra Rd.

    Fairport, NY 14450

  • THIS LOCATION IS NOT BBB ACCREDITED

    69 Main St.

    Worchester, NY 12197

  • THIS LOCATION IS NOT BBB ACCREDITED

    6932 Erie Rd.

    Derby, NY 14047

  • THIS LOCATION IS NOT BBB ACCREDITED

    70 Main St.

    Unadilla, NY 13849

  • THIS LOCATION IS NOT BBB ACCREDITED

    720 Hoosick Rd

    Troy, NY 12180

  • THIS LOCATION IS NOT BBB ACCREDITED

    720 Hoosick Rd.

    Troy, NY 12180

  • THIS LOCATION IS NOT BBB ACCREDITED

    730 Foote Ave.

    Jamestown, NY 14701

  • THIS LOCATION IS NOT BBB ACCREDITED

    7301 Seneca Rd., N.

    Hornell, NY 14843

  • THIS LOCATION IS NOT BBB ACCREDITED

    7301 Seneca Road North

    Hornell, NY 14843

  • THIS LOCATION IS NOT BBB ACCREDITED

    74 Broad St

    Waterford, NY 12188

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 Main St.

    Niagara Falls, NY 14301

  • THIS LOCATION IS NOT BBB ACCREDITED

    807 Elmwood Ave.

    Buffalo, NY 14222

  • THIS LOCATION IS NOT BBB ACCREDITED

    851 New Loudon Rd.

    Latham, NY 12110

  • THIS LOCATION IS NOT BBB ACCREDITED

    8899 Main St.

    Williamsville, NY 14221

  • THIS LOCATION IS NOT BBB ACCREDITED

    911 Central Avenue

    Albany, NY 12206

  • THIS LOCATION IS NOT BBB ACCREDITED

    99 North Main St.

    Wellsville, NY 14895

  • THIS LOCATION IS NOT BBB ACCREDITED

    999 Broadway

    Buffalo, NY 14212

  • THIS LOCATION IS NOT BBB ACCREDITED

    Broadway at Westinghouse Place

    Schenectady, NY 12306

  • THIS LOCATION IS NOT BBB ACCREDITED

    Delaware & Kenmore Aves.

    Delmar, NY 12054

  • THIS LOCATION IS NOT BBB ACCREDITED

    Delaware Plaza Shopping Center

    Delmar, NY 12054

  • THIS LOCATION IS NOT BBB ACCREDITED

    East Main St.

    Clymer, NY 14724

  • THIS LOCATION IS NOT BBB ACCREDITED

    Grand Concourse

    Albany, NY 12220

  • THIS LOCATION IS NOT BBB ACCREDITED

    Johnstown Shopping Plaza

    Johnstown, NY 12095

  • THIS LOCATION IS NOT BBB ACCREDITED

    Lake at Pratt Street

    Rouses Point, NY 12979

  • THIS LOCATION IS NOT BBB ACCREDITED

    Latham Farms

    Latham, NY 12110

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main at Broad Street

    Fultonville, NY 12072

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main St

    Copsake, NY 12516

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main St.

    Au Sable Forks, NY 12912

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main St.

    North Creek, NY 12853

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main St.

    Philmont, NY 12565

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main St.

    Tannersville, NY 12485

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main St.

    Windham, NY 12496

  • THIS LOCATION IS NOT BBB ACCREDITED

    Memorial Drive

    Watertown, NY 13603

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Metro Park Drive

    Albany, NY 12205

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 22114

    Albany, NY 12201

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 499

    Plattsburgh, NY 12901

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 15144

    Albany, NY 12212

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 655

    Albany, NY 12201

  • THIS LOCATION IS NOT BBB ACCREDITED

    P10760

    Watertown , NY 13603

  • THIS LOCATION IS NOT BBB ACCREDITED

    Parkway Plaza

    Canandaigua, NY 14424

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 068

    Buffalo, NY 14240

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1300

    Buffalo, NY 14240

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 22114

    Albany, NY 12201

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 708

    Buffalo, NY 14240

  • THIS LOCATION IS NOT BBB ACCREDITED

    Rensselaer County Plaza

    Rensselaer, NY 12144

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 28

    Indian Lake, NY 12842

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 28N

    Newcomb, NY 12852

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 30

    Long Lake, NY 12847

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 30 at Collins Corners Rd

    Amsterdam, NY 12010

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 50 & Weibel Ave.

    Saratoga, NY 12866

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 60, N. Main St.

    Cassadaga, NY 14718

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 85A, West of Route 155

    Albany, NY 12159

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 9
    Fairview Plaza

    Hudson, NY 12534

  • THIS LOCATION IS NOT BBB ACCREDITED

    Routes 43 & 150

    West Sand Lake, NY 12196

  • THIS LOCATION IS NOT BBB ACCREDITED

    Shop & Save Plaza

    East Greenbush, NY 12061

  • THIS LOCATION IS NOT BBB ACCREDITED

    Union Turnpike at Graham Ave.

    Hudson, NY 12534

  • THIS LOCATION IS NOT BBB ACCREDITED

    Washington Ave at Lark St.

    Albany, NY 12210

  • THIS LOCATION IS NOT BBB ACCREDITED

    Washington Ave. at Colvin Ave.

    Albany, NY 12206

  • THIS LOCATION IS NOT BBB ACCREDITED

    Western Ave. at Tryon St.

    Albany, NY 12203

  • THIS LOCATION IS NOT BBB ACCREDITED

    Western Avenue at State Farm Road

    Albany, NY 12203

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Gatehill Dr

    Parsippany, NJ 07054

  • THIS LOCATION IS NOT BBB ACCREDITED

    119 Public Square

    Medina, OH 44256

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 East Main Street

    Kent, OH 44240

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 West Streetsboro Road

    Hudson, OH 44236

  • THIS LOCATION IS NOT BBB ACCREDITED

    145 Ghent Road

    Akron, OH 44333

  • THIS LOCATION IS NOT BBB ACCREDITED

    145 North Chestnut Street

    Ravenna, OH 44266

  • THIS LOCATION IS NOT BBB ACCREDITED

    157 South Main St.

    Akron, OH 44308

  • THIS LOCATION IS NOT BBB ACCREDITED

    1908 State Road

    Cuyahoga Falls, OH 44223

  • THIS LOCATION IS NOT BBB ACCREDITED

    219 S Main St

    Akron, OH 44308

  • THIS LOCATION IS NOT BBB ACCREDITED

    2288 Romig Rd

    Akron, OH 44320

  • THIS LOCATION IS NOT BBB ACCREDITED

    3700 Massillon Road

    Uniontown, OH 44685

  • THIS LOCATION IS NOT BBB ACCREDITED

    3983 Medina Road

    Akron, OH 44333

  • THIS LOCATION IS NOT BBB ACCREDITED

    404 East Waterloo Road

    Akron, OH 44319

  • THIS LOCATION IS NOT BBB ACCREDITED

    4111 State Route 44

    Rootstown, OH 44272

  • THIS LOCATION IS NOT BBB ACCREDITED

    4626 Darrow Road

    Stow, OH 44224

  • THIS LOCATION IS NOT BBB ACCREDITED

    510 Wooster Road West

    Barberton, OH 44203

  • THIS LOCATION IS NOT BBB ACCREDITED

    548 Canton Road

    Akron, OH 44312

  • THIS LOCATION IS NOT BBB ACCREDITED

    714 West Market Street

    Akron, OH 44303

  • THIS LOCATION IS NOT BBB ACCREDITED

    76 Tallmadge Circle

    Tallmadge, OH 44278

  • THIS LOCATION IS NOT BBB ACCREDITED

    875 East Market Street

    Akron, OH 44305

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 CENTRAL PLZ N

    CANTON, OH 44702

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO BOX 9950

    CANTON, OH 44711

  • THIS LOCATION IS NOT BBB ACCREDITED

    932 N Main St

    North Canton, OH 44720

  • THIS LOCATION IS NOT BBB ACCREDITED

    1115 30th St NW

    Canton, OH 44709

  • THIS LOCATION IS NOT BBB ACCREDITED

    10600 Harrison Avenue

    Harrison, OH 45030

  • THIS LOCATION IS NOT BBB ACCREDITED

    11221 Reed Hartman Highway

    Cincinnati, OH 45241

  • THIS LOCATION IS NOT BBB ACCREDITED

    11355 Princeton Road

    Cincinnati, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    1492 Main Street

    Hamilton, OH 45013

  • THIS LOCATION IS NOT BBB ACCREDITED

    18 W Main Street

    Amelia, OH 45102

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 W Plane Street

    Bethel, OH 45106

  • THIS LOCATION IS NOT BBB ACCREDITED

    2202 Beechmont Avenue

    Cincinnati, OH 45230

  • THIS LOCATION IS NOT BBB ACCREDITED

    2635 Alexandria Pike

    Highland Heights, KY 41076

  • THIS LOCATION IS NOT BBB ACCREDITED

    2652 Erie Avenue

    Cincinnati, OH 45208

  • THIS LOCATION IS NOT BBB ACCREDITED

    2847 Woodburn Avenue

    Cincinnati, OH 45206

  • THIS LOCATION IS NOT BBB ACCREDITED

    303 Broadway St # 1700

    Cincinnati, OH 45202

  • THIS LOCATION IS NOT BBB ACCREDITED

    303 Broadway Street
    Suite 1700

    Cincinnati, OH 45202

  • THIS LOCATION IS NOT BBB ACCREDITED

    3425 Valley Plaza Parkway

    Fort Wright, KY 41011

  • THIS LOCATION IS NOT BBB ACCREDITED

    3515 Springdale Road

    Cincinnati, OH 45251

  • THIS LOCATION IS NOT BBB ACCREDITED

    3621 W Fork Rd

    Cincinnati, OH 45247

  • THIS LOCATION IS NOT BBB ACCREDITED

    3621 West Fork Road

    Cincinnati, OH 45247

  • THIS LOCATION IS NOT BBB ACCREDITED

    4565 Eastgate Blvd.

    Cincinnati, OH 45245

  • THIS LOCATION IS NOT BBB ACCREDITED

    4741 Tylersville Road

    Hamilton, OH 45011

  • THIS LOCATION IS NOT BBB ACCREDITED

    4790 Houston Road

    Florence, KY 41042

  • THIS LOCATION IS NOT BBB ACCREDITED

    4980 Delhi Pike

    Cincinnati, OH 45238

  • THIS LOCATION IS NOT BBB ACCREDITED

    5000 Dixie Highway

    Fairfield, OH 45014

  • THIS LOCATION IS NOT BBB ACCREDITED

    525 VINE ST

    CINCINNATI, OH 45202

  • THIS LOCATION IS NOT BBB ACCREDITED

    53 E 4th Street

    Cincinnati, OH 45202

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 S Second Street

    Hamilton, OH 45011

  • THIS LOCATION IS NOT BBB ACCREDITED

    6018 Glenway Avenue

    Cincinnati, OH 45211

  • THIS LOCATION IS NOT BBB ACCREDITED

    6643 Western Row Road

    Mason, OH 45040

  • THIS LOCATION IS NOT BBB ACCREDITED

    7825 Reading Road

    Cincinnati, OH 45237

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    Cincinnati, OH 45236

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    Cincinnati, OH 45231

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    8545 US Highway 42

    Florence, KY 41042

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    Cincinnati, OH 45255

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    881 State Route 28

    Milford, OH 45150

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    9861 Montgomery Road

    Cincinnati, OH 45242

  • 1 S Fountain Ave

    Springfield, OH 45502

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    Dayton, OH 45402

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    Xenia, OH 45385

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    Springfield, OH 45504

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    Bellbrook, OH 45305

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    Dayton, OH 45459

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    Vandalia, OH 45377

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    Dayton, OH 45404

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    Dayton, OH 45459

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    Dayton, OH 45406

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    Moraine, OH 45439

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    Trotwood, OH 45426

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    Beavercreek, OH 45431

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    Moraine, OH 45439

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    Dayton, OH 45432

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    Dayton, OH 45429

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    Dayton, OH 45414

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    New Lebanon, OH 45345

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    Dayton, OH 45405

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    Huber Heights, OH 45424

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    Englewood, OH 45322

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    Springboro, OH 45066

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    Dayton, OH 45419

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    Brighton, MI 48116

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    202 South Michigan St.
    13th Floor

    South Bend, IN 46601

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    PO Box 926

    Columbia City, IN 46725

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    100 N Elkhart St

    Wakarusa, IN 46573

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    Elkhart, IN 46516

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    Bristol, IN 46507

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    Elkhart, IN 46516

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    Nappanee, IN 46550

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    Elkhart, IN 46514

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    Elkhart, IN 46514

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    Angola, IN 46703

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    Goshen, IN 46526

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    Elkhart, IN 46517

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    Elkhart, IN 46514

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    Elkhart, IN 46517

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    New Paris, IN 46553

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    Goshen, IN 46526

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    Elkhart, IN 46515

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    205 E Chicago Rd

    Sturgis, MI 49091

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    250 Pearl St NW

    Grand Rapids, MI 49503

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    5201 Gate Parkway

    Jacksonville, FL 32256

  • 1352 S Main St

    Adrian, MI 49221

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    Monroe, MI 48162

  • P.O. Box 810012

    Toledo, OH 43681

  • 300 S Main St

    Bowling Green, OH 43402

  • 1088 Louisiana Ave

    Perrysburg, OH 43551

  • PO Box 10099

    Toledo, OH 43699

  • Three SeaGate

    Toledo, OH 43699

  • 6811 Airport Hwy

    Holland, OH 43528

  • PO Box 310

    Holland, OH 43528

  • 3031 Collingwood Blvd

    Toledo, OH 43610

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    Toledo, OH 43614

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    Oregon, OH 43616

  • 324 Main St

    Toledo, OH 43605

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    Toledo, OH 43609

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    Toledo, OH 43608

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    Sylvania, OH 43560

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    Toledo, OH 43615

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    Toledo, OH 43623

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    Toledo, OH 43617

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    Toledo, OH 43611

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    Toledo, OH 43614

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    Swanton, OH 43558

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    Toledo, OH 43615

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    Toledo, OH 43612

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    Ottawa Hills, OH 43606

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    Waterville, OH 43566

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    Toledo, OH 43604

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    Port Clinton, OH 43452

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    Maumee, OH 43537

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    Pemberville, OH 43450

  • PO Box 268

    Wayne, OH 43466

  • 133 W Tiffin St

    Fostoria, OH 44830

  • 601 N Countyline St

    Fostoria, OH 44830

  • 1098 N Main St

    Bowling Green, OH 43402

  • 3204 Tremainsville Rd

    Toledo, OH 43613

  • 8031 Summerfield Rd

    Lambertville, MI 48144

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    100 S Main St

    Poland, OH 44514

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    Austintown, OH 44515

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    315 E State St

    Salem, OH 44460

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    3198 Belmont Avenue

    Youngstown, OH 44505

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    4030 Boardman Canfield Rd

    Canfield, OH 44406

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    50 Federal Plaza East

    Youngstown, OH 44503

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    5712 Market St

    Youngstown, OH 44512

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    8757 Red Oak Blvd Ste 250

    Charlotte, NC 28217

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    .

    Mount Juliet, TN 37122

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    15 S. LaSalle Dept. 8151

    Chicago, IL 60674

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    601 Oakmont Lane, #110

    Westmont, IL 60559

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    P O Box 4746

    Oak Brook, IL 60522

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    470 N Kenilworth

    Glen Ellyn, IL 60137

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    911 Main Ste 1500

    Kansas City, MO 64105

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    2401 International
    P.O. Box 7859

    Madison, WI 53707

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    3605 Hartsel Dr

    Colo Spgs, CO 80920

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    1115 Elkton Dr #101

    Colorado Springs, CO 80907

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    1521 S 8th St

    Colorado Springs, CO 80905

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    3085 S Academy Blvd

    Colorado Spgs, CO 80916

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    3605 Hartsel Dr

    Colorado Springs, CO 80920

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    5725 N Academy Blvd

    Colorado Springs, CO 80918

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    5725 N Academy Blvd #A

    Colo Spgs, CO 80918

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    125 E 7th St

    Loveland, CO 80537

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    PO Box 2182

    Fort Collins, CO 80522

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    300 W Oak St

    Fort Collins, CO 80521

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    100 E Platte Ave

    Fort Morgan, CO 80701

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    300 W Oak St

    Fort Collins, CO 80521

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    822 14th St

    Greeley, CO 80631

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    115 N 3rd Street

    Sterling, CO 80751

  • 100 Broadway

    Denver, CO 80203

  • 10470 Park Meadows Dr.

    Littleton, CO 80124

  • 1222 Arapahoe

    Golden, CO 80401

  • 1420 Denver West Blvd.

    Lakewood, CO 80401

  • 15590 W. 64th Ave.

    Arvada, CO 80007

  • 1675 Broadway Ste 500

    Denver, CO 80202

  • 1858 S. Wadsworth Blvd.

    Lakewood, CO 80226

  • 200 Broadway

    Denver, CO 80203

  • 20290 E. Smoky Hill Rd.

    Centennial, CO 80015

  • 2305 S. Colorado Blvd.

    Denver, CO 80222

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    Longmont, CO 80503

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    Boulder, CO 80302

  • 2776 N. Speer Blvd.

    Denver, CO 80211

  • 3000 S. Peoria St.

    Aurora, CO 80014

  • 3300 E. 1st Ave.
    mail code CO-02-CC-0104

    Denver, CO 80206

  • 333 S. Allison Pkwy.

    Lakewood, CO 80226

  • 3505 E. 104th Ave.

    Thornton, CO 80233

  • 3600 S. Yosemite St.

    Denver, CO 80237

  • 3626 Highlands Ranch Pkwy.,
    #210

    Highlands Ranch, CO 80126

  • 4005 Chambers Rd.

    Denver, CO 80239

  • 4090 S. Parker Rd.

    Aurora, CO 80014

  • 4535 Milestone Ln.

    Castle Rock, CO 80104

  • 5250 Leetsdale Dr.

    Denver, CO 80222

  • 5501 S. Broadway

    Littleton, CO 80121

  • 5901 W. 44th Ave.

    Denver, CO 80212

  • 5950 S. Willow Dr.

    Greenwood Village, CO 80111

  • 6565 E. 73rd Ave.

    Commerce City, CO 80022

  • 7878 W. 80th Pl.

    Arvada, CO 80005

  • 7940 S. Broadway

    Littleton, CO 80122

  • 8677 S. Quebec, Ste. B

    Highlands Ranch, CO 80126

  • 88 Lamar St #100

    Broomfield, CO 80020

  • 9185 Crown Crest Blvd.

    Parker, CO 80138

  • 9250 E. Arapahoe Rd.

    Englewood, CO 80112

  • 9900 W. Belleview Ave.

    Littleton, CO 80123

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    600 Travis, Suite 1300

    Houston, TX 77002

  • PO Box 1507

    Idaho Falls, ID 83403

  • PO Box 299

    American Falls, ID 83211

  • P.O. Box 5603

    Pocatello, ID 83202

  • 108 East Ellis

    Paul, ID 83347

  • PO Box 900

    Paul, ID 83347

  • 30 W Main

    Saint Anthony, ID 83445

  • PO Box 247

    Saint Anthony, ID 83445

  • PO Box 650

    Ashton, ID 83420

  • 103 Main Ave. East

    Twin Falls, ID 83301

  • 3055 E. Overland Rd.

    Meridian, ID 83642

  • 3314 E. Chinden Blvd.

    Eagle, ID 83616

  • 1111 Broadway Ave.

    Boise, ID 83706

  • 3149 N. Cole Rd.

    Boise, ID 83704

  • 16th & Whitley

    Fruitland, ID 83619

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    305 E. Second

    Grandview, WA 98930

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    102 S Wenatchee Ave

    Wenatchee, WA 98801

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    305 E 2nd St

    Grandview, WA 98930

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    6717 W. Canal Dr.

    Kennewick, WA 99336

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    10928 Eagle River Rd

    Eagle River, AK 99577

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    100 Cushman St

    Fairbanks, AK 99701

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    1002 15th St SW

    Auburn, WA 98001

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    101 W Benson Blvd

    Anchorage, AK 99503

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    10439 Gravelly Lake Dr SW

    Lakewood, WA 98499

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    10888 SE Main St

    Milwaukie, OR 97222

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    10928 Eagle River Rd # 110

    Eagle River, AK 99577

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    1101 Pacific Ave 4th Fl

    Tacoma, WA 98411

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    1211 SW 5th Ave Ste 300

    Portland, OR 97204

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    1217 Crater Lake Ave

    Medford, OR 97504

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    1221 N State St # 2

    Bellingham, WA 98225

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    1329 4th Ave

    Seattle, WA 98101

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    1401 SE 164th Ave

    Vancouver, WA 98683

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    1425 E 72nd St

    Tacoma, WA 98404

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    17601 Pacific Ave S

    Spanaway, WA 98387

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    17818 1st Ave S
    Normandy Park Keycenter

    Burien, WA 98148

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    18215 NW West Union Rd

    Portland, OR 97229

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    2707 Colby Ave Ste 425

    Everett, WA 98201

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    3004 Auburn Way S

    Auburn, WA 98092

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    310 S 3rd St

    Harrisburg, OR 97446

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    321 15th Ave E

    Seattle, WA 98112

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    340 Cleveland Ave SE

    Tumwater, WA 98501

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    353 NE Northgate Way

    Seattle, WA 98125

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    390 NW Burnside Rd

    Gresham, OR 97030

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    3902 110th St SE

    Everett, WA 98208

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    487 Salmon Way Ste 101

    Dutch Harbor, AK 99692

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    601 108th Ave Ne # 260

    Bellevue, WA 98004

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    612 Gaffney Rd

    Fairbanks, AK 99701

  • THIS LOCATION IS NOT BBB ACCREDITED

    6726 Evergreen Way

    Everett, WA 98203

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    750 Lancaster Dr NE

    Salem, OR 97301

  • 1020 N. Caldwell Blvd.

    Nampa, ID 83651

  • 1024 S. Washington Ave.

    Emmett, ID 83617

  • 105 N Arthur

    Pocatello, ID 83204

  • 110 East Main

    Rexburg, ID 83440

  • 1301 Overland

    Burley, ID 83318

  • 15 N Ash

    Blackfoot, ID 83221

  • 15 N Main

    Driggs, ID 83422

  • 1515 N. Whitley

    Fruitland, ID 83619

  • 1625 Northgate Mile

    Idaho Falls, ID 83401

  • 1650 E. Fairview Ave.

    Meridian, ID 83642

  • 1665 Blue Lakes Blvd. N.

    Twin Falls, ID 83301

  • 24 S 5th

    Ashton, ID 83420

  • 2655 East 17th Street

    Idaho Falls, ID 83406

  • 290 Idaho St.

    American Falls, ID 83211

  • 309 S. 9th St.

    Caldwell, ID 83605

  • 3144 E. State St.

    Eagle, ID 83616

  • 324 12th Ave. S.

    Nampa, ID 83651

  • 3270 N. Eagle Rd.

    Meridian, ID 83642

  • 4750 Yellowstone

    Chubbuck, ID 83202

  • 4920 Overland Rd.

    Boise, ID 83705

  • 501 Broadway

    Idaho Falls, ID 83402

  • 6700 W. State St.

    Boise, ID 83703

  • 702 W. Idaho St.

    Boise, ID 83702

  • 8157 Fairview Ave.

    Boise, ID 83704

  • 875 E. Parkcenter Blvd.

    Boise, ID 83706

  • 910 Yellowstone

    Pocatello, ID 83201

  • P.O. Box 2557

    Boise, ID 83701

  • THIS LOCATION IS NOT BBB ACCREDITED

    314 E 3rd Ave Fl 1

    Moses Lake, WA 98837

  • THIS LOCATION IS NOT BBB ACCREDITED

    23 W Kennewick Ave

    Kennewick, WA 99336

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/27/2016 Problems with Product/Service
9/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i was charged a overdraft for no reason

Desired Settlement: i am being charged a overdraft for no reason all my transaction were made after my disability was deposited key said my transactions were made beford the check was deposited i checked on 09/14/2016 my disability was there and i made transaction after it key has done this before and even changed my account so i would get a overdraft fee i am on disabilty and dont think this is right

Consumer Response:

Per e-mail from consumer:

---------- Forwarded message ----------
From: ****** ******** <********@yahoo.com>
Date: Fri, Sep 23, 2016 at 2:22 PM
Subject: Re: Fwd: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
To: ***** ******* <*****@cleveland.bbb.org>


yes this was taken care of yesterday thank you


9/15/2016 Billing/Collection Issues
9/9/2016 Billing/Collection Issues
9/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Continue being charge overdraft fee when direct deposit came in from 7/28/16-08/01/16, and the branch staff could even explain the situation.

Desired Settlement: Refund of overdraft fees

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

August 11, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   Ms. ****** ******

BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ****** ******.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On August 5, 2016, KeyBank delivered our resolution to Ms. ****** ******’s concerns verbally.

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Ms. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

 

Consumer Response: IBetter 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.

Regards,

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

The issue was not resolve as Keybank stated.  It was just back forth smart comment made to me from the employee.  I stated will be writing President  of  Keybank and any other agency that will listen.   
 

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

 

August 30, 2016

 

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                        Ms. ****** ******

               BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ****** ******.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. Please also know that, on August 5, 2016, KeyBank responded to Ms. ******’s concerns verbally.

 

With regard to Ms. ******’s concerns, our review has found that the $117.00 in overdraft-related service charges, assessed to her Account since on July 27, 2016, were in accordance with KeyBank’s Deposit Account Agreement and Funds Availability Policy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the “Disclosures”), which are provided to all clients at account opening, as well as Ms. ****** having ‘opted in’ to overdraft consent pursuant to Regulation E.

 

Our review found no bank error. Therefore, we regret that we were unable to honor additional requests for reimbursement of appropriately assessed service charges.

 

Please be aware that as per Electronic Fund Transfers Regulation E (“Reg E”), clients must consent to “opt in” if they want their bank to allow them to overdraw their account for ATM and everyday debit card transactions.  Please note that only ATM and everyday debit card transactions are affected by Reg E.  “Everyday” debit card transactions are typical transactions most people make with their debit card in daily shopping.  “Recurring” debit card transactions, such as automatic withdrawals authorized on accounts using a debit card, are not affected by Reg E. 

 

Please note that only ATM and everyday debit card transactions are affected by Electronic Fund Transfers Regulation E (“Reg E).  “Everyday” debit card transactions are typical transactions most people make with their debit card in daily shopping.  “Recurring” debit card transactions, such as automatic withdrawals authorized on accounts using a debit card, are not affected by Reg E.  Our records indicate that on April 21, 2014, Ms. ****** consented to overdraft services pursuant to Reg E, thereby authorizing KeyBank to assess overdraft fees in the event that an ATM or Everyday debit transaction is presented to the Account against insufficient funds. 

 

I would like to take the opportunity to explain why these fees were assessed to the Account:

KeyBank posts items to the Account within prior-day and current-day posting categories.  Within these categories, we post ATM and debit card transactions based on the authorization date and time, and if the authorization date and time is not available we use settlement date and time.  We post checks in check number order.  For all other types of items within each posting category we post items from lowest dollar amount to highest dollar amount.

 

In assisting you in understanding KeyBank’s pending transactions activity, I would like to explain that until a transaction authorization is requested by the merchant, to whom clients provide their debit card information, KeyBank has no knowledge of the purchase.  KeyBank has no control over when a merchant requests a transaction authorization.  When the transaction authorization is requested, a pending transaction is placed on the Account.  When the actual charge is received from the merchant, the transaction is removed from the pending activity and the actual charge is posted to the Account.  That is the reason it is necessary for the funds to be in the Account prior to making the purchase.

 

For additional clarification, note that weekend transactions will be posted prior to posting the activity conducted during normal business hours on Monday.  For example, on Monday night, any deposits made during the weekend will post before weekend debits, and then any credits made during Monday business hours will post before debits from Monday business hours.  Clients are responsible for having the funds available to cover a transaction both when the authorization is made and when it posts to the Account; however, an overdraft-related fee is not assessed twice for the same transaction. Authorizing items into overdraft when the Account has insufficient funds is also discussed in Section 2 of the Agreement. 

 

We are empathetic to the fact that unforeseen circumstances can result in either an overdraft situation or a returned item.  As such, KeyBank provides several resources to assist clients in balancing their account.  This includes statements, automated telephone service, toll-free client representative support and Online Banking.  KeyBank also offers overdraft protection to those applicants that meet our qualification criteria. 

 

Our records show that, on July 27, 2016, the beginning available balance in the Account was $59.29, which was reduced to $49.29 by a pending signed purchase, in the amount of $10.00. Two current day deposits, totaling $120.00, then brought the available Account balance to $169.29, as these funds were immediately available.  Electronic Check No. 1110, in the amount of $10.00 and made payable to Macy’s, then reduced the available balance to $159.29. Two automatic deductions from *********, in the amounts of $68.38 and $99.37, respectively, were then presented to the Account, the latter of which was paid into overdraft.  Subsequently, the Account was assessed a $39.00 Overdraft Item Charge, resulting in a negative end-of-day balance of (-$47.46).

 

For your review, I have also included copies of the Notices of Insufficient Funds and Charges to the Account, which were made available to Ms. ****** since July 28, 2016, and illustrate how the Account incurred overdraft-related service charges since July 27, 2016.

 

We appreciate the opportunity to respond to Ms. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

 

Sincerely,

 

 

Jeanette P*****

Executive Client Relations

Office of the President

 

Enclosures

 

9/3/2016 Problems with Product/Service
8/31/2016 Problems with Product/Service
8/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Key Bank charged my account an overdraft fee on 7/9/2016 going against everything I was told in person at the local branch and over the telephone on past occasions. They repeatedly tell me that they will not charge an overdraft fee as long as the money is put in the bank within 24 hours of the charge and in this case it was done by direct deposit less than 8 hours after the charge occurred. Therefore they charged my account going against everything I was told. They are liars and have different banking policies for every account. This needs to be investigated very closely. They should not handle different accounts differently than any other account they have. They are choosing who to charge and what to charge to who. It should be one fee for everyone and it isn't. I have overdraft on this account and they have broken their word.

Desired Settlement: my overdraft fee refunded and the banking practices of this firm re evaluated and fixed

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

July 15, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   Mr. ******* ****

BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. ******* ****.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 14, 2016, KeyBank responded to Mr. ****’ concerns in writing.

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Mr. ****’concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

Business Response:

5510 Camp Rd
Hamburg, NY 14075

August 11, 2016

Mr. ******* ** ****
*** ******* ****
************ ** **********

Re: ******* ****
************ **
 BBB No. ID ********
 Key Express Checking Account No. Ending in ****

Dear Mr. ****:

We received your complaint filed through the Better Business Bureau in regards to your continued questions and
concerns about the banking services KeyBank National Association (“KeyBank”) provides you.

Our review shows that KeyBank has previously responded to BBB Case No. ******** and the complaint filed through
the Office of the Comptroller of the Currency (the “OCC”) Case No. ********. Copies of these responses are
enclosed.

KeyBank does consider this matter closed. If you have any questions about this decision, please contact me at 716-
843-4451 or TTY/TDD for the Hearing Impaired at 1-800-539-8336.

Sincerely,

Lisa A. B****
Operations Leader
Assistant Vice President
Enclosures
cc: Office of the Comptroller of the Currency
**** *******, Executive Client Relations, Office of the President 

Consumer Response: 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.

Regards,

******* ****
See they keep saying the matter is closed and it is not closed. they closed my account because of the complaints. if you haven't oticed they keep sending the same responses over and over again. they refuse to do anything regarding this matter except side with the bank and the lies that are told and close my account to try to keep this quiet.

8/26/2016 Advertising/Sales Issues
8/26/2016 Billing/Collection Issues
8/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to open an account online, but received a letter that my identity could not be confirmed and so account was closed. The letter stated that a check is enclosed for any balance in the account. However, no check was enclosed. When I had opened the account I had electronically deposited $50 which was not returned to me.

Desired Settlement: Refund of my $50

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

August 19, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   Mr. ***** *********

           BBB Case No. ********

 

Dear Ms. Ibrahim:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. ***** *********.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On August 19, 2016, Mr. ********* confirmed receipt of KeyBank's response to his concerns.

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Mr. *********’ concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

 

Consumer Response: 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,

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


8/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I set up the online account using promo code ********, which should award me $300 sign up bonus if I met all the conditions within 60 days. I made my initial deposit at a local branch within the set time frame. When I called the headquarter a couple days later asked for additional steps I needed to take, I was told that the promo code was not applied at the application and no bonus will be awarded. I'm certain I entered the code while I was filling out the application.

Desired Settlement: Provide me with a copy of my online application to show that the code was not applied due to my negligence. If not, they must not charge the $25 early termination and refund me the deposit of $500

Consumer Response: ---------- Forwarded message ----------
From: ****** **** <********@gmail.com>
Date: Tue, Aug 16, 2016 at 8:00 PM
Subject: Compliant ID: ********
To: *****@cleveland.bbb.org


Hi *****,

I have heard back from Keybank and would like to close the complaint.

Best,

******


8/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have a boat a **** that we are trying to sell through a broker, Key Bank lost the first sale by taking over 30 days to approve a short sale on the boat. Now we have another interested party, the bank says if we sell the boat they will take upto 90 days to release the bill of sale. WE call and never get a person who knows what we are taking about. We are senior and just lost our farm and we cannot make payments on the boat. My husband cannot see out of one eye, we need help with this bank, no one is in the department when you call. They said they cut back staff, well ok but when a payment is due the constantly call for that. We don't know who to contact with this problem. This just not right, loose one sale and will loose this sale, if the broker sends the money in and then take 90 days to get the title and have no one to call. The number I gave, maybe will get you to a dept. what dept. I have no idea, This bank has made us nuts, no one knows what they are talking about, they sent a Short Sale agreement, but it is so small, you can barely read it and with my husband with one bad eye it is impossible. Please help up, otherwise we give the boat back to bank and we loose, there is no money coming to us. We would like Key Bank to own up and make a wrong right, we are old and to fight with a large bank, we are not up to it. This bank should take a look at its self and see what a messed up bank they are, you cannot get intouch with them if you do they say that's not my department my husband today was transferred to 3 different dept. on hold for 22 minutes. Something is very wrong with this picture, I would go to who ever the banks answer to, but have no idea who to contact. Please help

Desired Settlement: To get the Bill of Sale when the person sends the money the bill of sale will be sent in 10 days or less and would like the bank to make a formal apology for losing the first sale, since it took them 30 days to finally get back to us. Since then the first sale was 28000. now it is 23000. Since March that stupid bank who you cannot get intouch with and transferred from one dept to another. Thank you for your time

Business Response:

KeyBank N.A.
4910 Tiedeman Boulevard
Brooklyn, OH 44144

August 4, 2016

Mr. ****** ******
*** ** *** ****** Count
******* ****** ** **********

Re: ****** ******
 Prt. *** ****** FL
BBB Case Number ********
CFPB Case Number *************, and *************
 Installment Loan ending in **** (the “Loan”)

Dear Mr. ******:

Your concerns addressed with Better Business Bureau and Consumer Financial Protection Bureau
have been forwarded to my attention for review and response. Thank you for taking the time to
make us aware of your concerns.

On behalf of KeyBank National Association (“KeyBank”), I regret any inconvenience you have
experienced and any frustration you may have felt since these concerns arose. Please be assured
that KeyBank is committed to providing excellent service.

Our records reflect that the first short sale request this year began on March 18, 2016. On March
18, 2016, the paperwork was faxed to you at (772) 873-0339 per your request, and again on
March 23, 2016 when you advised that you had not received it. We received the short sale packet
on March 24, 2016, however the packet was incomplete. In order to proceed with the short sale
review, we required the most recent SSI award letter, three (3) of your most recent consecutive
bank statements, and a detailed breakdown of expenses. You called in to discuss this on March
31, 2016 in which you advised us that you did not have any bank accounts, and that your wife
pays for the expenses with her income. We requested that you provide that statement in writing
in lieu of bank statements and updated list of expenses. On April 1, 2016, we received the
hardship letter. The enclosed confirmation letter dated April 1, 2016 confirmed that your packet
was officially complete, and under review. The short sale was later approved for $26,000.00 on
April 7, 2016, which remained valid for 90 days. KeyBank received the accepted Short Sale
Agreement on April 15, 2016, which was signed by you on April 12, 2016; however we had yet
to receive payment. On May 20, 2016 you had advised us that the potential buyer was no longer
interested in the vessel.

We understand that you have recently found a new buyer, and initiated a new Short Sale with
KeyBank on July 11, 2016. On July 14, 2016 the Short Sale was approved for $23,000.00, and
the Agreement mailed to you for your review. On July 15, 2016, you accepted the Short Sale
terms. At this point, KeyBank is waiting for the payment, in which you have 90 days from July
15, 2016 to provide to us before a new Short Sale packet will need to be completed. Payments
can be mailed to;
 
KeyBank
Exception Payment Processing
MC: OH-01-51-0559
4910 Tiedeman Rd
Brooklyn, OH 44144

If you are interested in wiring the funds to KeyBank, please utilize the following information;
ABA # 041001039
Credit: KeyBank
Account: 5555
Attention: Exception Payment Processing
Please include the borrower’s name and account number
*For questions please call the Wire Desk at 800-447-3817

Please be advised that it may take a maximum of 90 days from the date of the payment being
received for the lien to be released, however this is commonly completed within 30 days. Please
be assured that upon receipt of funds, KeyBank will be happy to expedite the lien release. We
understand that the potential buyer of the vessel would like the title as soon as possible so that
they may use the boat. While the buyer is waiting for the title to be transferred, they may obtain
a bill of sale. For further questions and concerns regarding this, we suggest you reach out to the
State of Florida Tax Collector at (941) 861-8300.

In closing, please know that KeyBank values your feedback and the opportunity to address your
concerns. We appreciate your business and look forward to continuing to work with you. Please
feel free to contact us at (866) 325-4765 (TTY/TDD for the Hearing Impaired: 1-800-539-8336)
if you have any questions or additional concerns. I will be glad to assist you.

Sincerely,
Karen O****
Department Manager & VP
KeyBank N.A.
Enclosures
cc: Consumer Financial Protection Bureau
Lisa Bove, Executive Client Relations, KeyBank

8/11/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Key Bank Customer service rep # 1002141 in Buffalo refused to assist me in tracking money order 013282297. He told me any retailer would need to know the Key bank from which the money order was issued to track the money order and the info is not part of the number on the money order. Since that is an unreasonable amount of information for any retailer to have access to I asked to speak to a supervisor to verify his explanation. He says he has no supervisor there period. FIX IT!!! or my company will no longer accept ANY money orders or personal checks from Key Bank at any of our properties located across the US or anywhere else! Ever!

Desired Settlement: I want Key Bank to track the money order and resolve the issue by either re-issuning said money order, verifying if it was cashed or confirming which account it was deposited into.

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

August 10, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   Ms. **** *****

BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. **** *****.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On August 8, 2016, KeyBank delivered our resolution to Ms. **** *****’s concerns verbally.

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Ms. *****’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

Consumer Response: 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,

**** *****


8/11/2016 Problems with Product/Service
8/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Key bank has made a policy change for mobile deposits without notifying it's customers our household has 3 accounts and one is for business use. They only stated the change in the statement which we have not received yet and they will not provide any alternative solution. I mean we can deposit the said checks in the atm and have the $100 instant availability but no longer with the mobile deposit. If we knew about this change the checks would not have been mobile deposited as we have employees to pay. A change like this is not a small deal. E-mails should have been sent, phone calls should have been made, a direct policy change letter should have been sent through the mail or something of that sort. This is just simply very bad business practice as in business 101 you learn that things like this are unacceptable and bad for business, once the funds are available all 3 accounts will be leaving Key not to mention my entire family as we all use mobile deposit for this very reason.

Desired Settlement: I will be incurring a $25 fee for not being able to pay each employee on time as per contracts and those fees need to be reimbursed to me by Key for the failure to notify of changes.

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

August 4, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   ***** ******

BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. ***** ******.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 28, 2016, KeyBank delivered our resolution to Mr. ***** ******’s concerns verbally.

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Ms. Morris’ concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

 

Consumer Response:
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,

***** ******


8/2/2016 Billing/Collection Issues
7/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was charged a $39.00 overdraft fee and my pay check was pending deposit and I did resolve the overdraft as soon as it occurred

Desired Settlement: I would appreciated if the $39.00 fee was forgiven.

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

July 14, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   Ms. ******* **********

BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ******* **********.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 14, 2016, KeyBank responded to Ms. **********’ concerns in writing.

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Ms. **********’ concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

 

7/15/2016 Billing/Collection Issues
7/8/2016 Problems with Product/Service
7/7/2016 Problems with Product/Service
7/1/2016 Problems with Product/Service
7/1/2016 Problems with Product/Service
6/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This bank is continuously charging me overdraft fees even after my account was current. I had 1 transaction that sent my balance to -$5. In less than 24 hrs I corrected it with a $40 deposit. The following day after I also had my income direct deposit post to my account. Since then Key Bank has charged me an increasingly higher overdraft fee for every transaction since that one. I was informed by branch manager that they have no grace period. I said fine I will accept the one fee but what of the concurrent ones following my account being current. I had 2 minor transactions the day of my direct deposit that was less than $20 on May 27th. Key Bank says that although they acknowledged my direct deposit at midnight and the transactions occurred later that day.. The way they post transactions they charged me they ended up charging me 3 overdraft fees. The branch manager says that even if transactions happen on same day as deposits they post debits and fees before credits. Based on this logic Key Bank has literally charged me ~$300 in overdraft fees (Total of 8 overdraft fees) within 1 week. They have charged a higher fee for every transaction since that initial -$5.00 despite my account having been current. The branch manager was extremely rude and cut me off as I was speaking to try to understand. She kept giving me answers that didn't make sense when finally she had to tell the truth on how the banks post transactions. I am apalled they would scam hard working Americans. They intentionally post transactions in a way to maximize overdraft fees. The thought that they are scamming customers like this literally gave me a panic attack. I feel like I was robbed.

Desired Settlement: I would like a refund of at least 7 of the overdraft fees and my account to be closed.

Consumer Response: ---------- Forwarded message ----------
From: ******* ****** <*************@outlook.com>
Date: Thu, Jun 23, 2016 at 5:21 PM
Subject: Complaint ********
To: "*****@cleveland.bbb.org" <*****@cleveland.bbb.org>


Good Evening,


I recently received a letter from you all stating my case was closed for "information purposes only" because I failed to submit a release letter.  I have been terribly busy and so had not responded to the request for release.  Key bank has responded and they did decide to refund my fees as requested.  I would like to have a chance to sign the release so the resolution can be published by BBB and properly explain their business practices.  


I believe I will still close my account however it will cost to close it right now so I may wait it out the next couple of months. I really don't want to give them any additional money.  I still believe their banking practices are terrible.


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

Email: *************@outlook.com

6/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the primary account holder on a KeyBank certificate of deposit worth $932, originally created jointly with my grandmother. KeyCorp issued a letter saying that the funds in the account (maturity date 5/09/2017) would be 'confiscated' in five days (on 6/13/2016). This is the first, last, and only warning. Upon calling to close the CD, I was informed that I have no rights to this CD (in-spite of being the primary account holder), cannot close it, and that the first letter is correct, if no activity (i.e. it is not withdrawn or increased, neither of which I can do) occurs on the CD it will be confiscated. In layman's terms: 'you gave us your money, it's ours now, you can't have it back, ha ha'...

Desired Settlement: Closing of CD and return of current value to myself or my grandmother.

Business Response: KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

June 20, 2016

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

RE: Mr. ****** ****** ******

BBB Case No. ********

Dear Ms. *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr.

****** ****** ******. On June 13, 2016, KeyBank delivered our resolution to Mr. ******’ concerns

verbally.

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank

would need for you to provide us with the Release Authorization Form.

We appreciate the opportunity to respond to Mr. ******’s concerns with quality and integrity. Thank you

for your consideration in this matter.

Sincerely,

Jeanette P*****

Jeanette P*****

Executive Client Relations

Office of the President

Consumer Response: I would like to inform the BBB that I was contacted by KeyCorp and the dispute has been resolved favorably. The money was withdrawn in full, a representative (Jenny) from KeyBank Executive offices contacted me and agreed that the form letter mailed to me, which said that no action need be taken in order for a CD to auto-renew, was misleading without language stipulating that there are a limited number of automatic renewals before the account is declared inactive. They stated that it will remain their policy that persons declared minors will remain permanently minors unless KeyBank is notified in person via a local branch…I suppose to prove that one has actually aged? In any event, KeyBank’s response has been satisfactory.

6/23/2016 Problems with Product/Service
6/15/2016 Billing/Collection Issues
6/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In less than 1 year, Key Bank has charged $90.00 in fees to my husband's HSA. These include a $25.00 set-up fee, $5.00 monthly maintenance service charge, $10.00 annual service charge, and a $10.00 "mistaken distribution charge". The mistaken distribution was a $30.87 refund due to a hospital billing error. These fees are excessive and predatory on an account with less than $1,000 in it.

Desired Settlement: Please reverse fees and discontinue monthly maintenance service charge.

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

June 8, 2016

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   ******** ** ******

BBB Case No. ********

 

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ******** *. ******.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On June 7, 2016, KeyBank responded to Mr. ******’s concerns in writing. 

 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

 

We appreciate the opportunity to respond to Mr. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Jewel J******

 

Jewel J******

Executive Client Relations

Office of the President

6/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened a new checking account online, and spoke with a representative. The promotional code was for $300.00 if you opened a new account make a deposit of $500 within 60 days, but I have not seen the $300.00 promotional fee added to my account. Now, I have to add that a representative opened this account over the phone for me, and made no stipulations of any other requirement, except $500 had to be deposited into the account within 60 days, and that was done. I also had a problem with Key bank sending my initial ATM card that took over month, and it took them a long time to establish the account, but they DID CASH THE $50 fee to open the account immediately. They cashed the check before I even had an account number, and I had to wait over a month to get my initial signature card and ATM card. I don't know if this is a SCAM, but I have no trust in this bank, and I am ready to close, because it seems like they want your money, but do not want to stand behind any promotional offers that they are offering to open these accounts

Desired Settlement: I want the promotional fee of $300 to be deposited to my account ASAP, because they have had plenty of activity on this account over $500.00

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

 

 

 

June 6, 2016

 

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                        ******* ******

BBB Case No. ********

 

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ******* ******.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service.

 

The criteria for qualifying for the $300.00 Cash Reward promotion are detailed in the KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. As stated in KeyBank’s advertising literature promoting the offer (copy enclosed), in order to receive the promotion reward, eligible clients must make one (1) direct deposit, in the amount of $500.00 or more, within 60 days after Account opening.

 

Our review has found that Ms. ******’s account was established on March 23, 2016.  However, the required direct deposit, in the amount of $500.00 or more, was not completed within 60 days of account opening.  Subsequently, the Account did not qualify for the $300.00 Cash Reward premium.  While our review found no bank error, and as a gesture of good will, KeyBank is allowing an additional 60 days, to complete the required direct deposit.  Please know that this information was disclosed to Ms. ****** via telephone on May 23, 2016, and she is aware that the new deadline to meet the requirements is July 22, 2016.

 

We appreciate the opportunity to respond to Ms. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

 

Sincerely,

 

 

Jewel J******

Executive Client Relations

Office of the President

Consumer Response: 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,

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


6/3/2016 Problems with Product/Service
6/3/2016 Billing/Collection Issues
6/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They have a habitual habit of charging unnecessary NSF fees for items that they falsely claim are posted on days that are convenient for them. I received a Non ATM fee a month after I used the atm , which resulted in my account being overdrawn and they charged an NSF Fee of over $30.00 for a negative balance of 52 cents. They should not be allowed to charge fees months later with no notice or description of the charge on my account. All it said is non ATM fee but I did not know why at this point because it was a month later. And this is not the first time that they have "pending" charges on one day when my account is current and I have the money in the account to cover it but they post it on a different day that when I made the purchase and it has resulted in more NSF fees. This is unethical and should be against the consumer laws.

Desired Settlement: I would like a refund of the NSF fees that will be charged to my account resulting from this.

Consumer Response: My name is ******* ****** and I had a complaint against key bank. I would like to cancel it. It has been resolved. Thanks


5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern: I want to complain an improper behavior from Keybank. (https://www.key.com/personal/index.jsp?key=com) On Dec 27, 2015, I opened a checking account, called Hassle-Free account, in Keybank. There was a promotion at that time that was one can get $300 open account bonus after ***** open a new Hassle-Free account and do at least $500 direct deposit. When opened the account, the banker did tell me any direct deposit is fine. So I simply did an ACH push per their request. Later I called customer service (phone #: 800-539-2968) to make sure, the rep did not say the ACH is not fine. I wanted to make a double check, so I went to the Keybank branch in Tallmadge (76 Tallmadge Cir, Tallmadge, OH 44278) to ask, and a banker (I didn’t remember her name now) told me the same result. Two different bankers in Keybank made me believe that I did the right thing. So I just wait for the bonus to appear. However 3 months later, a banker (Matthew J. D*****, phone #: 330-752-7432) told me the ACH push I did is not eligible for the bonus and I cannot make another direct deposit to get the bonus because the promotion is expired. I WAS SO CONFUSED!!! How could they give me totally opposite answers when I asked the same question? It is bankers’ responsibility to figure out all the things about their rules, their products, the ways they work. It is bankers’ obligation to guide their clients to do the right thing, especially when their clients ask how to deal with it. Besides, if they could have told me earlier, like when I called in to check, I can have enough time to fix the problem. But now it’s too late. Key Bank is even not willing to compensate me for the mistake because of the poor knowledge of their phone reps and bankers. I AM REALLY REALLY DISAPPOINTED!!! How can they do like this to their clients? Their behavior is not deserved as qualified bankers!!! Clients never ever take the bad outcomes because of bankers’ mistake!!! All in all, please take a look at my case and do some search. I would like to provide any additional information you need during the investigation. All I need is a fair explanation. Thank you very much. Best regards, ****** ***** April 27th 2016 Keybank account number: ************ Phone number: 330-217-7014 Email: ***********@hotmail.com Address: **** **** *** *** **** ******** ****** ***** ******

Desired Settlement: give me the credit as appeared in the promotion when opening the new account

Business Response:

May 16, 2016

Better Business Bureau

Attn: Ms. Aisha *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                   ****** *****

BBB Case No. ********

Dear Ms. *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ****** *****.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. Please know that KeyBank has delivered our resolution to Mr. *****’s concerns verbally.

The criteria for qualifying for the $300.00 Cash Reward premium are detailed in KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations.

The concerns regarding Mr. *****’s experience have been addressed internally by all appropriate personnel. Pursuant to our conversation with Mr. *****, and as a gesture of goodwill, a credit in the amount of $300.00 was deposited to his Account on May 16, 2016.  

We appreciate the opportunity to respond to Mr. *****’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Jewel J******

Jewel J******

Executive Client Relations

Office of the President

5/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Constant failure to pay auto pay's from my account. I have numerous auto pay's set up via my checking account which I have held at Key bank for several years. I also have had direct deposit for several years. My deposits are consistent and I check my balances daily to ensure funds are available, what balances are etc. Nearly every single time I have auto pay' ***** my account it somehow dose not go through resulting in companies contacting me and charging me late fees stating auto pay would not go through. I immediately provide them with debit card info (SAME ACCOUNT) and it clears instantly! Meaning... THE MONEY IS IN THEIR THE ENTIRE TIME. Yet I half to pay the late fees! This is ridiculous!

Desired Settlement: I want my auto pays to go through and I want compensation for all the late fees I keep having to pay every single time! Rent a center specifically tried to run an auto pay this Saturday was denied and yet I had over 100 dollars in the account the auto pay was for 72 dollars and some change. Auto pay was declined. Resulting in them auto debiting my account today for now over 80 dollars thanks to LATE FEES I acquired because of them (KEY BANK) failure!

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

May 20, 2016

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                   ****** ******

BBB Case No. ********

Dear Ms. *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ****** ******.  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On May 19, 2016, KeyBank responded to Ms. ******’s concerns in writing. 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

We appreciate the opportunity to respond to Ms. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Jewel J******

Executive Client Relations

Office of the President

Consumer Response: 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,

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

5/19/2016 Billing/Collection Issues
5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I have had a checking account with Key for 25 years. A number of years ago, the branch manager in Hudson convinced us to switch to a different type of checking account. If we deposited a minimum of $5,000 every month we would not be charged any fees and we would get interest on the money in the account. In November, 2015 I noticed that we were charged a $50 Maintenance Service Charge. We received the same charge for the next few months. I talked with a Key rep and she fixed the issue so we would not get charged the fee in future months. It turns out that we have been charged the $50 Maintenance Service Charge for over 2 years, even though we have met the deposit requirements ever since switching to the new checking account. After talking with the branch manager, we received a refund for 5 months of fees. Both the account manager and the branch manager mentioned that the Key bank policy was only to correct errors when the customer notices the problem and contacts the bank to get the error fixed. They said the Key policy was only to refund 2 months of incorrect charges once they were discovered. However, as our account manager reviewed to notes in her file, bank personnel had noticed the error many, many months ago and failed to contact either me or my wife. Although I may have been remiss in not closely inspecting my bank statements every month (I rarely review them because I trust the bank) their argument is that by sending statements they did in fact notify me. However this happened they charged us $50 a month for years that they had no right to charge based on the agreement my wife and I had with the bank.

Desired Settlement: I would like the bank to go back and find out when they started charging us the $50 Maintenance Service Charge and refund all the fees that they were not, based on the terms of our checking account, authorized to charge. I have records going back two years to document the charge and can possibly dig up more, but they should have full electronic access to records going back more than two years.

5/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a mobile deposit on 3/29/16 for the amount of $630.44 bringing my balance to $638.65. Keybank returned a check for the amount of $61.06 on 3/30/16 and charged me $39 for the transaction. Later that day they cleared a charge for $40 and then charged me $39 for returning the charge. I called Keybank and they refused to help me get the charges back and then told me that a supervisor would call me back and never did.

Desired Settlement: I want the two charges refunded to my account. The fees totaled $78.

Business Response:

KeyBank
219 South Main Street
Akron, OH 44308. 

April 13, 2016 

Mr. **** ****
**** ****** ** ****
*********** ** **********

RE: Key Advantage Money Market Account No, Ending in **** (the-"Account") *****
Complaint No. ********

Dear Mr. ****:

KeyBank National Association ("Key.Bank") is in receipt of your-complaint filed with the Better Business Bureau. Thank you for taking the time to make us aware of your concerns regarding the Account. 
Please be assured that KeyBank is committed to providing excellent service. We regret any inconvenience or frustration that you may have experienced as a result of this matter. I have reviewed the Account and determined that the $78.00 in service Charges assessed to the Account since March 30, 2016, were in accordance with KeyBank'S Deposit Account Agreement and Funds Availability Policy (the "Agreement") and the Personal Checking Account Fees and Disclosures (the "Disclosures"), which are provided to all clients at account opening, as well as your having opted in to overdraft consent pursuant to Regulation.  I have enclosed the most recent copies of the Agreement and the Disclosures for your review. Our review found no bank error.  We regret that we are unable to honor additional requests for reimbursement of appropriately assessed service charges.

Please be aware that as per Electronic Fund Transfers Regulation E ("Reg E"), Clients must consent to "opt in" if they want their bank to allow them to overdraw' their account for ATM and everyday debit card transactions. Please note that only ATM and everyday debit card transactions are affected by Reg E. "Everyday" debit card transactions are typical transactions most people make with their debit card in daily shopping. "Recurring" debit card transactions, 'such as automatic withdrawals authorized on accounts using 'a debiteard, are not affected.by Reg. E. 


Please note that only ATM and everyday debit card transactions are affected by Electronic Fund Transfers Regulation E ("Reg E). "Everyday" debit card transactions are typical transactions most people make with their debit card in daily shopping. "Recurring" debit card transactions such as automatic withdrawals authorized on accounts using, a debit card, are not affected by Reg.E. Our records indicate that on July 7, 2014. you consented to overdraft services pursuant to Reg.E, thereby authorizing KeyBank to assess overdraft fees in the event that an ATM or Everyday debit transaction is presented to the Account against insufficient funds. Enclosed is a 'copy of the confirmation letter that was mailed to the address on the Account. 

Please be aware that you may change your election at any time by calling 1-888-725-7606, signing on to Online Banking and selecting the Overdraft Services. Options link on the Self Service tab, visiting any KeyBank branch Or by completing the online form and mailing it to **** **************, KeyBank, P. 0, Box 6000, Cleveland, OH 44101. Please note that your change will not be effective until the next business day after KeyBank receives it. For additional information concerning this regulatory requirement please visit www.key.com/ODinfo. 

I would like to take the opportunity to explain why these fees were assessed to the Account:


KeyBank posts items to your Account within prior-day and current-day posting, categories. Within these categories, we post ATM and debit card transactions based on the authorization date and time, and if the authorization date and time is not available we use settlement date and time. We post checks in check number order. For all other types of items within each posting category we post items from lowest dollar amount to highest dollar amount.

In assisting you in understanding KeyBank's pending transactions activity, I would like to explain that until a transaction authorization is requested by the merchant, to whom you provide your debit card information, KeyBank has no knowledge, of your purchase. KeyBank has no control over when a merchant requests a transaction authorization. When the transaction authorization is requested, a pending transaction is placed on the Account. When the actual charge is received from the merchant, the transaction is removed from the pending activity and the actual charge is posted to the Account. That is the reason it is necessary for the funds to be in the Account prior to making the purchase. 

For additional clarification, note that weekend transactions will be posted prior to posting the activity conducted during normal business hours on Monday. For example, on Monday night, any deposits made during the weekend will post before weekend debits, and then any credits made during Monday business hours will post before debits from Monday business hours. You are responsible for having the funds available to cover a transaction both when the authorization is made and when it posts to the Account; however, an overdraft-related fee is not assessed twice for the same transaction.


Please refer to Section 6 in the Agreement as it is relevant to paying kerns on an account in which there may be insufficient funds, as well as payment of associated service charges. The chart in Section. 6 illustrates how KeyBank processes transactions, effective November 15, 2013. Authorizing items into overdraft when the Account has insufficient funds is also discussed in Section 2 of the Agreement. 

We are empathetic to the fact that unforeseen circumstances can result in either an overdraft situation or returned item. As such, KeyBank provides several resources to assist clients in balancing their account. This includes statements, automated telephone service, toll-free client representative support Online Banking. KeyBank also offers overdraft protection to those applicants that meet our qualification criteria. In addition, KeyBank now offers checking accounts with lower overdraft. related service charges. Please visit to view accounts that may meet your needs. 

Please see Part 11 of the Agreement as it pertains to KeyBank's Funds Availability Policy which indicates that direct deposits of electronic payments, such as Social Security benefits and payroll direct deposits, are available on the business day that the funds are due to you. For example, if your payroll check is directly deposited to the Account, it will be entirely available on the day of deposit. For checks not drawn on KeyBank, the first $100.00 Of total deposits is available to you as a courtesy on the business day of deposit, with the remaining funds available on the next business day. Regulation CC holds May be placed pursuant to applicable law. 

Please be advised that mobile deposits made through KeyBank's mobile application are subject to an 11:00 PM. (ET) cut-off time. Subsequently, the first $100.00 of total mobile deposits made by 11:00 P.M. (ET) on any business day will be available on that day. The remaining deposited funds will be available the following business day. Mobile deposits made after 11:00 P.M (ET) on a business day will be considered received the next business day. Therefore, the first $100.00 of total mobile deposits made after 11:00 P.M (ET) will be available on the following business day, with the remaining deposited funds made available on the following day. 

Please keep in mind that KeyBank does not know what transactions are scheduled to occur on the Account, as we would have no knowledge of your agreements with merchants or third parties. in the future, if you are unable to work directly with the Payee to have the payment postponed or stopped, you can visit your local branch, visit www,key,com or call 1-800-Key2You to place a Stop Payment order. 

We are empathetic to the fact that unforeseen circumstances can result in either an overdraft situation or a returned item. As such, KeyBank provides several resources to assist clients in balancing their account. This includes statements, automated telephone service, toll-free client representative support and Online Banking. KeyBank also offers overdraft protection to those applicants that meet our qualification criteria, In addition, KeyBank now offers checking accounts with lower overdraft related service charges. Please visit w-ww.ke=0 to view accounts that may suit your needs. 

My review found that on March 29, 2016, the beginning available balance in the Account was at zero, which was reduced to (-$7.28) by a prior day debit from ******, in the amount of $7.28. The Account balance was further reduced to (-$22.82) by two (2) prior day debits, totaling $15.54. Check No. ***, in the amount of $61,06, was then presented to the Account for payment, and returned unpaid due to insufficient funds. Subsequently, the Account was assessed a $39,00 Returned Item. Charge on the following business day, March 30, 2016. 

Please be advised that the Mobile Deposit completed on March 29, 2016, in the amount of $630.44, was done at 1:22 P.M. (EST), or after the cut-off time as disclosed in the Agreement. Subsequently, this transaction was part of the following day's activity on March 30, 2016, 

For your.review, I have enclosed copies of the Notices. of Insufficient Funds and Charges to Your Account, which KeyBank made available to you since March 30, 2016, and illustrate how the Account incurred overdraft-related service charges since March 29, 2016. 

In closing, please know that KeyBank values your feedback anti the opportunity to address your concerns. We appreciate your business and look forward to continuing to work with you. Please feel free to contact me at (330) 258-4086 (TTY/TDD for the Hearing Impaired: 1400539-8336) if you have any questions or additional concerns. I will be glad to assist you. 

Sincerely, 
Debra. L. K**** Operations Leader 
Enclosures 
cc: Jeanette P****, Executive Client Relations, Office of the President 
C2016 

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1. I opened a Safe Deposit Box at the Key Bank branch located at 1055 Bellevue Way NE, Bellevue, WA 98004 on February 26, 2015 and paid the $78 yearly rental fee plus a $5 set-up fee. 2. On February 24, 2016, two-days prior to the renewal date of my Safe Deposit Box, I went to the aforementioned branch to close-out my Safe Deposit Box. I was assisted by "Gary," and emptied the contents of my Safe Deposit Box, turned in the two keys issued with the box and signed a "close-out" form. 3. On March 16, 2016, I was sent a "Past Due" letter from Key Bank for $83 ($78 renewal fee plus a $5 "late" fee) for the Safe Deposit box, which I had closed on February 24, 2016. 4. Upon receipt of the letter, I called the Key Bank branch and spoke to "Maria" and told her that I received a past due letter for my Safe Deposit Box that I closed two-days prior to the renewal date with "Gary." She informed that "Gary" is no longer employed with the branch and that she will need a couple days to perform "research" on the matter. 5. On March 25, 2016, I spoke again with "Maria" and she told me that she found the signature card and the keys for my safe deposit box and told me I will not be accessed a fee. I told her that I wanted a written confirmation of that fact, and she said that they do not provide any written confirmation for closing out a Safe Deposit Box. I then subsequently spoke to Tasha M****, the Branch Manager, and told her what had happened and that I will be leaving the country for two weeks on business and wanted this matter resolved in writing. Ms. M**** told me she will look into if she can send me something in writing and get back to me by the end of the day. One hour later, Ms. M**** called me back and asked for my e-mail address and said that she would send me an e-mail resolving the the safe deposit box issue, but since it was close to close of business, she said the e-mail would be sent on Monday, March 28th. 6. To date, I never received an e-mail or anything in writing regarding the matter as Ms. M**** promised. Upon my return to the country, I called Ms. M**** on the morning of April 14th regarding the matter and was told by a branch associate that she was "busy" and would return my call. Ms. M**** failed to return my call. 7. Despite the fact that I went into the branch to close-out my Safe Deposit Box on February 24, 2016 by emptying the box's contents, returning the keys and signing the close-out form, clearly the branch did not properly close-out the safe deposit box from an internal, administrative standpoint, which I have absolutely no control over. Moreover, upon informing the branch of this fact due to my receiving the "past due" notice from the bank, the branch's management has failed to provide a resolution of this matter in writing.

Desired Settlement: I want to be provided in writing by the bank that the past due notice in the amount of $83 was in error and that the matter is now closed.

Consumer Response: 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,

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

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September 2015 I was at Key Bank at 710 N 10th St, Renton, WA 98057. The reason for my visit there was to sign paper work related to a home equity loan I and my wife had received from Key Bank. After we completed the paper work, I was offered to open a personal bank account. The employee disclosed that if I met certain conditions within three months of opening the accound, I would receive $300 credit from Key Bank. I agreed to open an account. In the following three months I met all the conditions required by Key Bank to receive $300 credit. As of Feb 19, 2016 I still have not received the $300 Key Bank had promised to pay if I had met their requirements. I have spoken numerous times with the employee who opened the account, and with the branch manager Troy F**. They are telling me that I have fulfilled the requirements to receive the $300 but for some reason the bank hasn't transferred the money yet, and they are looking into it.

Desired Settlement: Receive the $300 Key Bank promised to pay if I opened a personal bank account, and met their conditions. Which I did. Thank you.

Business Response:

KeyBank

127 Public Square

Cleveland, OH 44144

March 3, 2016

Better Business Bureau

Attn: ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                          ***** ******

BBB Case No. ********

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ***** ******.  On March 1, 2016, KeyBank verbally delivered our resolution to Mr. ******’s concerns.

The criteria for qualifying for the $300.00 Cash Reward premium are detailed in KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. As stated in KeyBank’s advertising literature promoting the offer, in order to receive the promotion reward, the following must be met:

  • Open a qualifying checking account by October 9, 2015 and, within 60 days of Account opening
  • Make one (1) direct deposit, in the amount of $1,000.00 or more and
  • A combination of five (5) debit card and/or bill payments

Our review has found that the Account was established on September 21, 2015, and the required combination of five (5) debit card and/or bill payments transactions were completed as of October 19, 2015. However, the required direct deposit, in the amount of $1,000.00 or more, was not made within 60 days of Account opening. Subsequently, the Account did not qualify for the $300.00 Cash Reward premium. Our review found no bank error.  Additionally, please know that our review found no record of having advised Mr. ****** that the Account met the required qualifications.

We appreciate the opportunity to respond to Mr. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Lisa B***

Executive Client Relations

Office of the President

Consumer Response:

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.

Regards,

***** ******

Attached are copies of the agreement and the direct deposit I have made to Keybank. According to the agreement, and what Nedim L****** and the manager Troy F** told me, I had to make $1000 within 60 days from direct deposit in transactions from: payroll, social security, or pension government benefits, and 5 debit card transactions to get $300. They also started that the the deposit of $1000 did not have to be made at 1 time. 

The above attachment shows that I did direct deposit $1000 within 60 days of opening the account. 

4/19/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service
4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our mortgage agreement with keybank is they pay our home owners insurance through our escrow account. In early 2014 a pipe burst under our house, we had to file a claim with our home owners insurance, only to find out they had not paid our premium. I conferences called with the bank and the insurance company, I found out when they sent payment the correct information was not on the payment, so the insurance company did not know whose account to apply the payment. Key bank was able to resend the payment with the correct information and get our homeowners insurance reinstated. In early 2016 we receive a letter saying we have not had c***rage since January of 2015. I called the bank and they said they had never received the renewal policy from the homeowners insurance company. We conference called with insurance company who verified they had sent the renewal out in December 2014 for 2015 c***rage with the correct address for the bank. The homeowners insurance would not reinstate our policy because this had happens before and because the policy had been inactive for a year. The new rate they offered us was double the previous policy. The reason it was doubled was because we had a year laps in c***rage. They said we can reapply in six moths and get a lower rate because we will no longer be in a laps of c***rage. When I talked with the bank about this situation not being acceptable since we had done our part and had diligently paid each and every one of our mortgage payments ***r the last year, they needed to do right by us and c***r the extra cost because it was their mistake not fulfilling their agreement they had made with us. I also asked them where the money had gone for the previous year of them not paying our insurance. The bank was unresponsive and said they do not owe us any money even though they didn't pay what they agreed to. Now our mortgage payments increased to pay for their mistake.

Desired Settlement: Key bank would reimburse us the money that should have been paid for our 2015 homeowners insurance that they did not pay. They also need to pay the extra amount for the double home owners insurance policy until we are able to reapply and get a lower rate when we are no longer having a lapse in c***rage.

Business Response:

KeyBank
127 Public Square
Cleveland, OH 44144

April 4, 2016

Better Business Bureau
Attn: ***** *******
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:    Ms. ******* *****
BBB Complaint No. ********

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ******* *****.  On April 1, 2016, KeyBank responded to Ms. *****’s concerns in writing. 

Upon receipt of the complaint, we initiated a thorough review of your account.  We confirmed that Ms. ***** called our Hazard Insurance Processing Center on March 11, 2014 because of her receipt of a cancellation notice for non-payment of her homeowner’s insurance.  Records reflect that on January 27, 2014, a check in the amount of $514.00 was sent to Homesite Insurance to c***r the cost of her annual premium payment.  The check was returned on February 28, 2014 because the voucher was missing.   A conference call was then held on March 19, 2014, at which time Ms. ***** authorized a second disbursement since the returned check had not been received yet.  An ***rnight payment was processed in the amount of $514.00 to reinstate the policy with no lapse in c***rage.  The returned check was subsequently received on March 21, 2014 and the funds were applied back to the client’s escrow account.

In January 2015, during our annual escrow review, an escrow account ***rage was identified and a check was sent to Ms. ***** for $252.78.

On January 21, 2016, a call was again made to Homesite Insurance for the renewal information and was advised that the policy was canceled, effective on January 30, 2015.  On the same day, a letter was sent to notify the client of the cancellation and to request proof of preferred insurance c***rage.  A second notice requesting proof of preferred insurance c***rage was sent February 22, 2016.  On February 23, 2016, we received a call from Ms. ***** regarding the cancellation notice.  It was disc***red that because of an error in disbursement of the insurance renewal from the escrow account, the policy had lapsed for non-payment of the premium and could not be reinstated.  The insurance company placed new c***rage on the property, but with a higher premium than what the client was able to obtain in the past.  On February 29, 2016, we received the new policy, policy #381009120991301, with effective dates from February 24, 2015 through February 24, 2016.  Despite the lapse in c***rage from January 30, 2015 through February 24, 2015, we confirmed that the client was not billed for the period of the lapse. 

Further review of the account reflects that on March 1, 2016, we received a policy for the period February 24, 2016 through February 24, 2017.  The Lender-Placed insurance was rem***d, effective on February 24, 2016.  As a gesture of goodwill and demonstration of our appreciation for Ms. *****’s business, a reimbursement in the amount of $421.00 was applied to the escrow account.  This is the difference between the current annual premium of $969.00 and the previous premium in the amount of $548.00.

We appreciate the opportunity to respond to Ms. *****’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Lisa B***
Executive Client Relations
Office of the President

4/8/2016 Billing/Collection Issues
4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm enrolled in on line banking with Key bank. When I try to go on line to get my lone of credit statement I get the message that my statement is undergoing technical difficulties this month. It also says I'll be receiving a paper copy in the mail in a few days. That was 2/10/16 & I still don't have the statement. I've called three times. Each time I end up talking to 3 different people because they all tell me that I'm not talking to the right person & they transfer me to someone else. This last time I was told that there were others who's account had the same problem & that I would be getting a paper copy just as the message said in a few days. It has been 22 days. I don't consider that a few days.

Desired Settlement: An explanation of what the technical issues with my account was/is & a copy of my 2/10/16 statement.

Business Response:

KeyBank

Executive Offices

April 1, 2016

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

RE:                   ***** ******

                        BBB Case No. ********

                        Re: the “Loan”

Dear Ms. *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ***** ******. On March 11, 2016, KeyBank verbally responded to Ms. ******’s concerns. We understand the importance of our client’s financial wellness.

In regard to Ms. ****** not being able to view her statements online, we offer the following:

KeyBank was recently made aware of bankruptcy that was discharged July 22, 2013. Per bankruptcy regulations KeyBank is required to cease all attempts to collect on the debt for the Loan. Please know that we have received the written and signed consent from Ms. ****** to have the statements reinstated.  The February and March statements have been sent to Ms. ****** via FedEx.  Ms. ****** will once again begin receiving statements electronically with the April statement.

We appreciate the opportunity to respond to Ms. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Karen O****

VP & Department Manager

CC: Jeanette P*****, Executive Client relations, Office of the President

Consumer Response: 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,

***** ******

PS Although I accept the response regarding receiving the statements, part of their response is not true. They didn't just become aware of my bankruptcy as I received a letter from them in 2013 regarding my bankruptcy. I don't understand their statement that they couldn't try to collect because of my bankruptcy because they were not a part of it.

4/6/2016 Billing/Collection Issues
4/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was astounded 3 or 4 years ago contacting the company with a debt from an education loan in which I never authorized or signed for. I immediately contacted the number on my credit reports and they indicated I was a co-signer for a loan for my daughter. I informed them I never signed for a loan. I even informed them the time frame in which they spoke of, I was heavily involved in my only son's as well as my spouse's healthcare with their battle with cancer in which I unfortunately loss them. I never knew about a loan. I also inquired about my address in which they claim they sent documents in which they claimed they were not returned. I informed them, I do not know anything about any documents as the address in which they have, wasn't my address. I informed them of my two addresses which was **** ** ***** *** current and my prior address which was **** ****** ***** **, which is also easily verifiable. I also sent them a copy of my domicile in which I have been here, my pri**** residence since 2004. I also informed them, that I have fraud alerts, which have been on my credit reports for 15 or 16 years. Why didn't they contact me? I have been back and forth with this company, if my daughter is liable that is who they need to hold responsible.

Desired Settlement: I am asking for this debt to be immediately removed from my credit reports. I am also requesting contact information from the CEO organization as I have requested before as I feel that the company needs to be more careful in verifying identity.

Business Response:

March 17, 2016


Better Business Bureau
Attn: ***** *******
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE: **** ****
BBB Case No. ********

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by **** ****. On March 17, 2016, KeyBank responded to Ms. ****’s concerns in writing.

Our review found no new information has been provided by the consumer to substantiate her claim of fraud as she has not provided the requested documentation as instructed in KeyBank’s previous response letter which includes exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim. Therefore, KeyBank’s position regarding the consumer’s claim remains the same; the consumer remains liable for the loan referenced in her complaint. The consumer’s cooperation in providing the information we have requested is essential for resolving her claims. Should the consumer desire to further pursue her claim, KeyBank will reopen the investigation upon receipt of the requested documentation.

We appreciate the opportunity to respond to Ms. ****’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,


Rhonda S*******
Risk/QC Analyst, Key Education Resources

Business Response:

March 30, 2016

 

Better Business Bureau

Attn: ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

RE:       **** ****

BBB Case No. ********

 

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

 

KeyBank National Association (“KeyBank”) is in receipt of a rebuttal filed with your office by **** **** on March 22, 2016.  On March 30, 2016, KeyBank responded to Ms. ****’s concerns in writing. 

 

Please be advised that KeyBank is not requesting that Ms. **** provide proof of her address.  In order to reopen the investigation into her ID Theft Claim, KeyBank requested exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim and who her allegation is against.  KeyBank has responded to the consumer’s claims in several responses.  A copy of the loan agreement was previously provided and will be sent to the consumer again per her additional request.  Please be advised that the phone number for KeyBank’s Executive Offices is (800) 625-3256.

 

Please be advised that our review found no new information has been provided by the consumer to substantiate her claim of fraud as she has not provided the requested documentation as instructed in KeyBank’s previous response letters. Therefore, KeyBank’s position regarding the consumer’s claim remains the same; the consumer remains liable for the loan referenced in her complaint. 

 

The consumer’s cooperation in providing the information we have requested is essential for resolving her claims.  Should the consumer desire to further pursue her claim, KeyBank will reopen the investigation upon receipt of the requested documentation. 

 

We appreciate the opportunity to respond to Ms. ****’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

Rhonda S*******

Risk/QC Analyst, Key Education Resources

Consumer Response: 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 provided Key Bank with a copy of my domicile which provides my address for almost 20 years with my signature. I had no affiliation with the address in which they indicated that they sent documents to. Also, it is my understanding that my daughter has contacted the company informing them that I was totally unaware of any loan.

It is unbelievable to me that this organization would hold me liable for.  their neglect and improperly verify identity, therefore issuing any credit to someone without contacting me to confirm.  I have a fraud alert on all of my credit reports which also has my contact info. If my daughter is responsible, she should be liable but your company has not taken any responsibility for your part in this matter. I am exhausted mentally and healthwise and if I can't get this removed as I am not responsible, I have to seek legal representation. Also, when I discovered this debt, this company has has this on my credit since, 2006, they have had this on my credit report approximately 10 years, which on that alone, it should be deleted but even more so holding me accountable for a situation in which I hold or bare any responsibility for.


Regards,

**** **** 

3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: KeyBank is keeping a $970 check on hold for no reason. I have phone the main number and the local branch and even provided fax of my accounts for which the money is coming from. We wrote a check to move money from one account to KeyBank and they are putting it on hold for 11 days. This, I could have taken the cash out but with all of the information on KeyBanks website, it clearly says $100 will be available right away (which it was) and then the rest available the next business day (NOT 11 DAYS). I have 2 sons from a previous marriage that I only see once a month and now I have taken 3 days off work, and I cannot afford the gas to go get them or see the, because of this ridiculousness.

Desired Settlement: I am looking for the $970 check to be available right away, it has already been 7 days and now I am being told next Wednesday - 11 days later. I am looking for my 3 days off work compensated, that is an additional $600 I am also looking for the compensation of $20,000 for the emotional cause and effect that KeyBank has put on my family, my 3 year old and 6 year old son who will not see their father because of KeyBanks decision to hold nearly $1000 dollors for no reason. That is $21,570 in compensation and I expect to hear from KeyBank immediately before this goes public and legal.

Business Response:

KeyBank
Executive Offices
127 Public Square
Cleveland, OH 44144

March 17, 2016

Better Business Bureau
Attn: Ms. ***** *******
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:  ****** *****
  BBB Case No. 11132215

Dear Ms. Ibrahim:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. ****** *****. On March 16, 2016, KeyBank verbally responded to Mr. *****’s concerns. We understand the importance of our client’s financial wellness.

In regard to the extended holds which may be placed on a deposited check, our general policy is to allow clients to withdraw the funds deposited no later than the business day after the day of your deposit; however, in some cases we may delay their availability to withdraw those funds.  KeyBank’s Deposit Account Agreement and Funds Availability Policy (the “Agreement”, copy enclosed), which is given to all account holders upon account opening, details this policy. 

KeyBank’s Policy complies with Regulation CC, or the Funds Availability Act. Regulation CC provides direction to banks on holding funds from checks.  This information is described in Part II, Section 6 of the Agreement.  For more information, please visit:
http://www.helpwithmybank.gov/get-answers/bank-accounts/funds-availability/bank-accounts-funds-avail-quesindx.html

Our records show that Mr. ***** made a mobile deposit on February 5, 2016, which included a check, in the amount of $970.00 (copy enclosed).  In accordance with Regulation CC and the Agreement, the deposit was subject to an Exception Hold, as described in the Agreement shown above.  On February 8, 2016, a Hold Notice (copy enclosed) was mailed to the address on file, advising that the amount of $970.00 was held until February 17, 2016.  Our records show that the funds from this deposit became fully available on February 17, 2016. Please be advised that our review found no bank error.  Subsequently, KeyBank is unable to honor Mr. *****’s request for monetary compensation.  Additionally, please know that I had the opportunity to deliver this information to Mr. ***** by telephone on March 16, 2016.

We appreciate the opportunity to respond to Mr. *****’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

 

Ashley B****
Executive Client Relations
Office of the President

Enclosures

3/18/2016 Problems with Product/Service
3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I noticed fraudulent activity on my Key Bank debit card in early October 2015. I immediately called Key Bank to report that six transactions on my account were unauthorized and the representative said she would mail paperwork for me to sign and return. I mailed the paperwork back in October and after a couple weeks called to check the status of my case. I was told the paperwork was never received so the rep sent it again. I completed the paperwork again, mailed it, and called a couple weeks later as I had not heard anything back from the fraud department. I was told a second time that my paperwork was never received, so I asked for an email address to send the documents to. I emailed the documents December 31, 2015, and waited for a response. I finally called Key Bank again and was told my attached documents had been stripped from the email. I emailed the documents a final time January 25, 2016, and when I called to check the status, was told it had not been 10 business days since my fraud report had been received and to wait. I called Key Bank a final time yesterday, February 10, and was told it had been too long since the fraudulent activity occurred and the bank would not refund any of the charges, totaling $152.94. Please help resolve this situation as there seems to be nothing more I can do.

Desired Settlement: I would like to be refunded for all of the fraudulent charges made on my debit card totaling $152.94. The transaction dates and amounts are as follows: 7/31/15, $28.99 8/02/15, $21.99 8/28/15, $28.99 8/30/15, $21.99 9/25/15, $28.99 9/27/15, $21.99 Thank you for researching this matter.

Business Response:

KeyBank

127 Public Square

Cleveland, OH 44144

 

 

March 3, 2016

 

 

Better Business Bureau

Attn: ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                   ****** **********

BBB Complaint No. ********

 

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

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ****** **********.  On March 3, 2015, KeyBank responded to Mr. **********’s concerns in writing. 

 

Our review found that MasterCard requires a signed statement from the client before KeyBank may contact a merchant on their behalf.  Therefore, when a dispute on any Debit Card transaction is reported, KeyBank sends a notice acknowledging that the dispute has been recorded, along with a Dispute Form to be completed and returned to us. 

 

Our review found that a notice, along with a Dispute Form, was mailed to Mr. ********** at his address on file on October 9th 2015. However, our records indicate that KeyBank has not received the completed and signed Dispute Form.  We understand that according to client’s claim, he made multiple attempts to send a completed Dispute Form to KeyBank.  As a one-time gesture of goodwill, KeyBank has credited his Account on February 25th 2016 as reimbursement for the $154.32 in disputed transactions.  A separate confirmation letter of the approved dispute, dated February 26, 2016, was sent to the client’s address on file.  Client has also been advised that going forward, debit card transactions need to be disputed within 60 of days, and the necessary Dispute Form completed and returned in a timely manner.

 

We appreciate the opportunity to respond to Mr. **********’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

 

Lisa B***

Executive Client Relations

Office of the President

 

3/16/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was given a credit in lieu of a dispute against a fraudulent business of $500 bank in November. It is now February and they deceive to take my money for no given reason when the dispute center is closed. It should be a simple act to reverse a bank transfers. Now I only have $3 in my account.

Desired Settlement: I need my money back ASAP!

2/10/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service | Complaint Details Unavailable
2/3/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
2/3/2016 Billing/Collection Issues
2/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 29, 2015 I attempted to open a free-no hassle checking account online with KeyBank. Online the account was approved and required a deposit. I selected the option to fund the account from another bank account. I entered my routing and checking number into Keybank's system. On October 30, 2015 Keybank pulled $500.00 out of my checking account. It said it would be available in up to 48 hours. When the funds were not available in 48 hours. I called Keybank and they informed me that the account that had successfully opened is being closed by FDRA, which I was never informed until I personally called in. So then I asked them when would I receive my $500.00 back into my bank account and they said 7-10 business days. It is now December 16, 2015 and I still have not received my money back from Keybank. I have called several times attempting to get my money the branch gives me a number and tells me to call their fulfillment department, I call the fulfillment department and they tell me to call the branch.

Desired Settlement: I would like my $500.00 back right away. It took them one day to take it out of my account it should not have taken them this long to send it back. They should pay interest on it as they have had it for almost two months and it has put me behind on my monthly bills.

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

January 21, 2016

Better Business Bureau

Attn: Ms. Aisha *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                   ******* *****

BBB Complaint No. ********

Dear Ms. *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ******* *****.  We understand the importance of our client’s financial wellness.

To ensure compliance with the Electronic Funds Transfer Act (Regulation E), ACH returns must be processed by the Receiving Bank, in this case KeyBank, within 24 hours of settlement.  When an ACH transaction has not been completed, as in your case due to the Account closure, the consumer has sixty (60) days, upon notification, to file a dispute with their Originating Bank. 

Please be advised that after the expiration of 60 days and non-release of the funds, KeyBank released the funds and returned them back to the originating bank. This prevents the consumer from benefiting from both the originating bank and KeyBank.  Our records show that $500.00 was returned to the originating bank on December 28, 2015. This process typically takes 3-5 business days for the funds to post back to a client’s account.   Please know that KeyBank also responded to Ms. *****’s concerns in writing on December 24, 2015.

We appreciate the opportunity to respond to Ms. *****’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Jewel J******

Executive Client Relations

Office of the President

2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am trying to refinance my house. I discovered that Key Bank signed a mortgage with the sellers while the house was listed for sale and status was sale pending, and the mortgage was filed 5 days before we closed. Claiming the privacy of their client they refused to work with me to explain what happened or what I needed to do. The sellers have now paid the mortgage and given me receipts but Key Bank, citing their privacy policy, refuses to discuss with me when the lien will be removed from my house, refused to expedite the process, or assist in any way, including even providing contact information for the mortgage or titling departments so that I could give that info to the title agency for the mortgage company where I applied. They told me it could take 60 days and they would not communicate or help to move it along. My lock period on my loan app expires at end of month and I am stressed and afraid I will lose opportunity, rate, and application costs because of Key Bank's privacy and incomplete underwriting process where they granted a mortgage to an applicant that had the subject real estate under contract for sale to me. I believe they are using the cover of the privacy policy to screen the problem they have created for me, when a simple bit of extra effort on their part could resolve it.

Desired Settlement: I believe Key Bank should expedite the processing of the paperwork to close the referenced mortgage and expedite the paperwork to the ***** ****** Courthouse to lift the lien on my property. They have no reason to withhold communication with me or my mortgage company's title agency.

Business Response:

KeyBank N.A.

127 Public Square

Cleveland, OH 44144

December 28, 2015

Better Business Bureau

Attn: ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                  *********, *****

            BBB Complaint No. ********

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. ***** *********.  In addition to the Better Business Bureau complaint, Mr. ********* has filed a complaint with the Consumer Financial Protection Bureau (“CFPB”).  On December 28, 2015, KeyBank responded to Mr. *********’s concerns in writing and a copy of our response was also submitted to the CFPB. 

Please be advised, in order for KeyBank to provide any additional information to the BBB, KeyBank would need for you to provide us with the Release Authorization Form.

Please be assured that KeyBank is committed to providing our customers excellent service.  Please feel free to contact me at (800) 625-3256 (TTY/TDD for the Hearing Impaired: 1-800-539-8336) if you have any questions or additional concerns. I will be glad to assist you.

Sincerely,

Richard S*******

Executive Client Relations

Office of the President, KeyBank

Consumer Response:

You have asked for a copy of a contract.

I was not a party to the contract. The contract was made between KeyBank and their customer who previously owned my house, but they should not have granted the loan because the house was listed for sale. This was in violation of their own underwriting procedures according to their personnel, and also a violation of good common sense. It resulted in my buying a house with a $50,000 mortgage on it, and a very severe risk to their own bottom line.

There is no purchase contract that I would be a party to which would reference this loan.

Asking me for detail on the loan contracts, when you know that I do not have them is a straw-man situation.

I suspect you must be taking the part of Key Bank and not really trying to understand the mistakes and misjudgements, and errors of omissions by KeyBank and their customer, and how it negatively impacted me. Simple expedition, honesty, and communication are all that was required on their part.

Please let me know what relevant document you think I would possibly have that would shed some light on the situation.

KeyBank has already refused to provide because they say I "was not a party to their contract". So why would I have a copy then?

TS


Business Response:

December 28, 2015 

Mr. ***** ****** ********* *** ***** ***** **** ***** *** ***** 

Re: *********. ***** ****** **** ***** ** **** **** *** *************

Dear Mr. *********: 

Thank you for taking the time to contact the Consumer Financial Protection Bureau with your questions and concerns about the banking service KeyBank National Association ("KeyBank") provides to the prior owner of the property you have purchased or intend to purchase. On behalf of KeyBank, we truly regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose. 
KeyBank has strict standards and procedures designed to prevent unauthorized access to information. We apply these standards and procedures in our facilities and online services. Our safeguards meet or exceed federal standards for protecting customer information. Federal

Privacy Regulations prohibit KeyBank from providing account information to a third party without legal authority to do so in writing. 
Currently, we have no legal documentation demonstrating that you are authorized to access information pertaining to the account in question. For further information, we kindly ask that you continue to work with your title company or the seller of the property in question. 

Thank you for allowing us the opportunity to respond to your concerns. We appreciate your business and look forward to continuing to work with you. Please feel free to contact me if you have any questions or additional concerns. I will be glad to assist you. 

Sincerely,

Tammie L**** AVP Manager Loan Client Services, 

cc: Consumer Financial Protection Bureau 
Richard S*******, Executive Client Relations, KeyBank

1/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened a home equity line of credit in 2009. I charged $885 against the account in December of that year and paid off the balance of $885 within 21 days. Today I discovered that KeyBank charged the account $2.08 interest on the loan, in January 2010, but never notified me of the interest charge. There were no statements, no hits on my credit report and no notifications in my email. They attached a lien on my home for the $2.08 and never notified me of this additional development. I went to close the open account on 1/13/16, just to find out that I owed an additional $28 for the lien charge. There were no explanations, apologies, or responsibility owned by the bank. I hope this story makes additional bank customers beware of Key Banks poor business practices and lack of regard for their customers.

Desired Settlement: reimbursement of the lien fee of $28

Business Response:

 

January 29, 2016

 

 

Better Business Bureau

Attn: ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                         Ms. ***** *********

                                BBB Complaint No. ********

 

 

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

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ***** ********* on January 14, 2016. Please be advised on January 15, 2016, Ms. ********* also filed the same complaint with the ******** ********* ********** ****** (the “****”).

 

Our records show Ms. ********* paid her line of credit down to a zero balance in December, 2010. This payment was a principal only payment. After the principal only payment was processed there was still a small amount of interest that needed to be satisfied.

 

In January, 2016 Ms. ********* came into the branch to pay off the line of credit. At that time the small amount of interest was paid, a reconveyance fee was assessed, and the line was closed. Please know the reconveyance fee is a fee that the county charges to have the lien released.

 

KeyBank has begun processing the lien release to the county and a paid in full letter has been mailed out to Ms. *********.

 

As a good faith gesture, KeyBank waived the small amount of interest paid along with the reconveyance fee and Ms. ********* will be sent an official bank check for those amounts.

 

On January 26, 2016 KeyBank responded to the **** and Mr. ********* in writing.  If you would like to see a copy of that letter, we kindly ask that you work with Ms. ********* to obtain a copy.

 

We appreciate the opportunity to respond to Ms. *********’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

 

 

Richard S*******

Executive Client Relations

Office of the President

 

Consumer Response: 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,

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


1/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealings with this same complaint for about 6 months or so now. It first started when I filled a fraud report with key from a fake insurance company that didn't exist. They took $250 from my bank account. I got my frist disput refunded. The companies number they called from was non existent when we tried to call back for information as well, so we couldn't get ahold of the individuals. So I thought this was over, then in May I got my dispute reversed, and the money taken again, because apparently I didn't fill out the right paperwork. So to fix the problem I physically went into key bank, sat with a representative, and filed and finished the nessasarh paperwork, which was sent in and I got my money back again. Now, I am currently dealing with the SAME situation of my dispute being reversed, and lost my money again. Mind you this is because apparently the paperwork wasn't filed correctly again which is ridiculous because I thought the employees took care of it and it was settled when I went in last. I recently moved, and didn't change my address at key, so they claim they sent my paperwork for the dispute to that address. I never received it obviously, nor did I get a call from any representative informing me that the dispute was an issue again, and only found out by my bank statement. I am really trying to understand how this is my fault like they claim, but I cannot. I would appreciate the help because I really need my money and shouldn't be punished for mistakes out of my control. Thank you.

Desired Settlement: To simply get my money back and be done with this dispute finally.

Business Response:

KeyBank 127 Public Square Cleveland, OH

January 19, 2016 

Better Business Bureau
Attn: ***** *******
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408 

RE: ******* ****** BBB
      Complaint No. ******** 

Dear ***** *******: 

KeyBank National Association (`'KeyBank") is in receipt of a complaint filed with your office by Ms. ******* ******. On January 4, 2016, KeyBank delivered our resolution to Ms. ******* ******'s concerns verbally. We understand the importance of our client's financial wellness. 

Please be aware that MasterCard requires a signed statement from the client before KeyBank may contact a merchant on their behalf. Therefore, when a dispute on any Debit Card transaction is reported, KeyBank sends a notice acknowledging that the dispute has been recorded, along with a Dispute Form to be completed and returned to us. 

Our records indicate that on June 24, 2015, a dispute was filed for a transaction in the amount of $249.00 from SafeCart that was debited from the account on June 15, 2015. On June 26, 2015, a letter was mailed to Ms. ****** at the address on file, offering provisional credit while this dispute was being researched. KeyBank received her response to our letter and issued a provisional credit in the amount of $249.00 to the Account. 

Pursuant to KeyBank's Disclosure Statement and Terms and Conditions for Electronic Fund Transfer Transactions, which is provided to all clients at account opening, KeyBank has a total of ninety (90) calendar days from the date we received the required information to research a dispute resulting from a POS transaction. Please be aware that the credit to the Account is provisional, pending the outcome of our investigation. 

On August 25, 2015, a letter was sent to Ms. ****** advising her that KeyBank was unable to complete the investigation, since the Dispute Form was not returned. We further explained that unless we received the Dispute Form, the Provisional Credit would be reversed on September 1, 2015. On September 3, 2015, a letter was sent to Ms. ****** verifying that we received her completed Dispute Form. Subsequently, the provisional credit in the amount of $249.00 was credited back to her account while we completed our investigation. On October 28, 2015, we sent a letter requesting additional information, based on the documentation we received from the merchant, no later than November 12, 2015. On November 12, 2015, due to having not received a response and the information that the merchant provided to us, KeyBank mailed Ms. ****** advising that we were unable to continue with this investigation and that the Provisional Credit would be removed from the account on November 19, 2015. 

With regard to Ms. ****** stating in her complaint that she moved and did not receive the aforementioned mailings, please be advised that in accordance with Section 24 of KeyBank's Deposit Account Agreement and Funds Availability Policy (the "Agreement"), which is provided to all clients at account opening, it is her responsibility for making sure that KeyBank is in possession of a current address for the Account. As KeyBank was not made aware of Ms. ******'s change of address, we have found no evidence of a bank error. Please also note that Section 24 of the Agreement states, in part: 

"You agree that if we need to contact you or send you any written (paper-based) information (such as notices, Account statements, checks payable to you, or other communications), we can do so by mail addressed to any of you at the Postal Service address in our records or, at our option, by electronic communication(s) either authorized by you or permitted by law and transmitted by us to your e-mail address in our records. ... You must notify us promptly in writing, or by e-mail with written confirmation mailed within five (5) days, ifyou change your Postal Service or e-mail address or ifyour e-mail service provider is no longer providing e-mail service for you. In no event shall we have any responsibility, and you hereby release us from all claims and liabilities, for any actions or omissions by you or your e-mail service provider in handling e-mail to or from you...- 

We appreciate the opportunity to respond to Ms. ******'s concerns with quality and integrity. Thank you for your consideration in this matter. 

Sincerely, 

Jeanette P***** Executive Client Relations Office of the President 

1/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Paid off a loan on a motorhome in OCT, requested document and confirmation showing loan paid and the payoff amounts and interest, was told it would be 3 to 4 weeks, it is now Jan 1016 and I have not received, I have called several times and am told they would send out right away. Also I tried calling today 6 timed and when the message says connecting they hang up.

Desired Settlement: receive payoff documents.

Business Response: Our office is in the process of drafting a response for the BBB

Business Response:

good key

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44144

January 25, 2016

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                   *********, ****

                        BBB Complaint No. ********

Dear Ms. *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. **** *********.  Please be assured that KeyBank is committed to providing excellent service and Mr. *********’s concerns regarding his experience have been addressed internally.  We regret any inconvenience or frustration that Mr. ********* may have experienced as a result of this matter.

Our records indicate that on September 30, 2015, Mr. *********’s Loan was paid in-full. On October 2, 2015, and pursuant to Mr. *********’s authorization, KeyBank mailed the Title to the collateral by which the Loan was secured to a designated third-party. Our records also indicate that on October 3, 2015, a request was placed to send a Paid In-Full letter to Mr. ********* to his address on file. However, due to an internal processing error, the requested Paid in Full letter was not mailed at that time. Please be assured that upon discovery of this error, KeyBank immediately took corrective action and, on December 28, 2015, a Paid in Full letter was mailed to Mr. ********* at the address on file, in **** ******** **. Please also note that we were unable to locate any record of Mr. ********* having attempted to contact us by telephone between December 28, 2015 and the date of his complaints, January 5, 2016.

With regard to Mr. *********’s statement that he was residing at a different address at this time, please be advised that KeyBank was not made aware of this alternate address until receipt of his BBB complaint.  Additionally, please note that Section 24 of KeyBank’s Deposit Account Agreement and Funds Availability Policy, which is provided to all clients at account opening, advises, in part, “You must notify us promptly in writing, or by e-mail with written confirmation mailed within five (5) days, if you change your Postal Service or e-mail address…”

Please be assured that upon speaking with Mr. ********* on January 15, 2016 and delivering the aforementioned information, a Paid in Full letter was mailed to Mr. *********’s requested address in **********, via Federal Express (Tracking No. ************), which was received by Mr. ********* on January 16, 2016. 

We appreciate the opportunity to respond to Mr. *********’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Jeanette P*****

Jeanette P*****

Executive Client Relations

Office of the President

1/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have now spent 2 days trying to get key bank to lower my private student loan payments because I cannot afford to make that large of a payment. After spending hours on the phone being transferred between Key Bank and Great Lakes loan servicing representative I still could not get a straight answer. Each company has told me that the other is responsible for making a decision to lower my payments. The only thing I was able to do was enter into a forbearance which I did not want to do but have no other choice. Basically I can either make their full payment or no payment at all. I have never experienced such horrible customer service from a company. I am struggling to make payments and trying to do the right thing instead of ignoring it. It has been extremely frustrating.

Desired Settlement: To have my student loan payment lowered to an amount that I am able to pay.

Business Response:

KeyBank

127 Public Square

Cleveland, OH 44144

January 15, 2016

Better Business Bureau

Attn: ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                          ***** ******

BBB Case No. ********

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. ***** ****** on December 31, 2015. KeyBank delivered our resolution to Ms. ******’s concerns verbally on January 13, 2016. We understand the importance of our client’s financial wellness.

We explained that Great Lakes is the student loan servicer while KeyBank is the owner of the loan and each entity has very specific responsibilities.  Great Lakes are accountable for the Graduated Repayment Program while KeyBank controls the Forbearance program.

On December 28, 2015, our notes indicate that Ms. ****** contacted Great Lakes to discuss the option of a Graduated Repayment plan, in an effort to reduce her monthly payment.    At this time, Ms. ****** was advised that she was no longer eligible for a reduced payment option and she was provided the phone number to contact KeyBank to discuss the possibility of postponing her payments under the Forbearance program. When Ms. ****** contacted KeyBank she asked for a reduced payment again instead of a postponement and/or forbearance; thus she was transferred back to Great Lakes.

After further clarification and upon her call returning back to KeyBank, Ms. ****** was advised that she was eligible for forbearance on her loans and the agent submitted the request for her.  Ms. ****** was further advised that upon receipt of the completed paperwork, two of her loans will be placed into forbearance pursuant to her request.

Ms. ****** was also advised that she can make payments on her loans while they are in forbearance and that the payments would be made to Great Lakes.

We appreciate the opportunity to respond to Ms. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Lisa B***

Executive Client Relations

Office of the President

1/7/2016 Billing/Collection Issues | Complaint Details Unavailable
1/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received in May 2015 an advertisement from KeyBank offering me $250 to open an account, There were some terms that had to be met in order to receive the $250. One of them is you had to have the account open for so many days and you had to deposit $500 within a probationary period (which was 60 days). I called two weeks ago to ask where my money was. I talked to a lady in new accounts and she explained that she really handled the opening of new accounts and might not be able to help me. She stated that as far as she could tell, that since my deposit wasn't a one-tiem deposit of $500 or more that I was disqualified from receiving the $250. I told her that I felt that was pretty tricky of Key because the advertisement did not say a one-time deposit (which it does on their online promo). I deposited more than $500 during the promotional period, but I didn't deposit more than $500 at one time during the promotional period. The lady I spoke to suggested I talk to a branch manager at a local branch, to see if ***** could "override" the promotion since I had clearly met the requirements. I spoke to Mario P********* more than 2 weeks ago. He said that he would have to speak to his operations manager, but that I must not have read the fine print. He stated that he wasn't famikliar with the direct mailers, but that the online account clearly said a one time deposit of $500. I think he is assuming that because I opened my account on line that I fell under that promotion. I didn't. I got the mail piece and followed the instructions. The only reason I opened the account online is I was given the option. However, I was never told that if I pursued opening the account online (as opposed to going into a branch) that I would be subject to another promotion than the one I received in the mail. I told Mr. P********* that I did read the fine print and it never said a one-time deposit. I am not an unintelligent person; had the writing specified a one-time deposit as opposed to "deposit $500" I would have deposited $500 at once instead of over time. I believe their writing was intentionally misleading so as to disqualify people from this incentive. I continue to deposit money into KeyBank. I would like my incentive of $250 since I met the requirements of the advertisement.

Desired Settlement: I want the $250 incentive that KeyBank offered in their promotion.

Business Response:

 

KeyBank
Executive Offices

127 Public Square

Cleveland, OH 44114

December 23, 2015

Better Business Bureau

Attn: *** ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                          ***** *******

                    BBB Complaint No. ********

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

                 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ******* ****. On December 22, 2015, KeyBank delivered our resolution to *** ****’s concerns verbally.

The criteria for qualifying for the $250.00 Cash Reward promotion are detailed in the KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. As stated in KeyBank’s advertising literature promoting the offer (copy enclosed), in order to receive the promotion reward, new clients must open a qualifying checking account by June 26, 2015 and make one (1) deposit, in the amount of $500.00 or more, within  the first 60 days after account opening to get the $250.00 Cash Reward premium.

Our review found that *** **** opened a qualifying account on May 20, 2015.  However, because the required deposit, in the amount of $500.00 or more, was not made within the first 60 days of account opening, the account did not qualify for the Cash Reward premium.  Subsequently, KeyBank is unable to honor *** ****’s request for fulfilment of the $250.00 Cash Reward premium.

We appreciate the opportunity to respond to *** ****’s concerns with quality and integrity.  Thank you for your consideration in this matter.

Sincerely,

Lisa B***

Executive Client Relations

Office of the President

Enclosure

Consumer Response: 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.

Regards,

******* ****




 

1/6/2016 Problems with Product/Service
12/29/2015 Problems with Product/Service
12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/25/2015 Billing/Collection Issues | Complaint Details Unavailable
12/25/2015 Billing/Collection Issues | Complaint Details Unavailable
12/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a disabled retired senior who had to have direct deposit. Key bank is ripping me off with all the fees. For example, I purchased accidental through Keybank, they were to take the $8 payment on the first of the month. I was on the phone with them regarding the non sufficient funds they had charged me. Well anyway, my daughter noticed on 10/5/15, then tried to take out the $8, five times and charged a non sufficient funds fee five times. So for one day, they charged me $200. I am on a fixed income and can't afford that. I will like to know if they have been dong it previous months and I did not catch it. They also told me they can charge me the 38.50 everyday. What!. Also the told me when the holiday fall on a weekend and the money is available that Friday, then they can charge you a fee for accessing it before the date. I feel they are ripping off a lot of seniors and disabled people. Please help me and please look into their business practices.

Business Response:


KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114


December 16, 2015


Better Business Bureau
Attn: *** ***** ********
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408


RE:                  ***** ******
                       BBB Complaint No. ********                       

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ***** ******.  Thank you for making us aware of *** ******’s concerns.

Please be advised that our review determined that the overdraft-related service charges assessed to *** ******’ account were in accordance with KeyBank’s Deposit Account Agreement and Funds Availability Policy and Personal Checking Account Fees and Disclosures, which are provided to all clients at account opening. 

Additionally, our records confirm that the Accidental Death & Dismemberment Insurance Premiums that were withdrawn from the account by ****** * ******* were authorized by *** ******. Our review found no bank error. However, as a gesture of goodwill, KeyBank has refunded ****** in appropriately assessed service charges to the account.  This credit will be reflected on *** ******’ next monthly statement. Please be advised that any attempts to reach *** ****** by telephone have been unsuccessful.  Subsequently, KeyBank responded to her concerns in writing on December 16, 2015.

We appreciate the opportunity to respond to *** ******’ concerns with quality and integrity. Thank you for your consideration in this matter.


Sincerely,

Cheryl R*****
Executive Client Relations
Office of the President

12/16/2015 Problems with Product/Service | Complaint Details Unavailable
12/16/2015 Problems with Product/Service
12/4/2015 Billing/Collection Issues | Complaint Details Unavailable
12/2/2015 Problems with Product/Service | Complaint Details Unavailable
11/28/2015 Billing/Collection Issues
11/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal customer of Key Bank for years. I have never been late or delinquent on payments with Key. I filed for bankruptcy but did not include Key Bank on a list of debtors. Key Bank without warning or provocation shut down my account and my ability to pay my bill by shutting me out of the web site. I have not received any statement from them. I informed the executive office about my dilemma and the woman named Jeannette P***** sent me a letter telling me to call her because "I would be pleased to assist you with a resolution." I had told Jeannette that I had no intention of placing Key Bank on a debtors list and wanted to continue with key bank and that once the bankruptcy had been discharged that there was no way I could file for another seven years and reminded her I had been a loyal customer. I am most insulted by her letter to me telling me "I would be pleased to assist you with a resolution" when in fact when I called her the only thing the bank was willing to do was shut down my account and offer no resolution. Why would you send me a letter leading me to believe one thing while you had no intention of resolving anything. If you wanted to discontinue any relationship you could simply say that in the letter. You have also put me in a negative situation by denying me the ability to pay my bill further creating negative credit history. I cannot log into the Key Bank website to make payments and so far I have received no paper statements. You have also, without cause, terminated my credit with you. I never missed any payments with you and paid off my account many times in the past.

Desired Settlement: You need to re-establish my ability to pay my bill and keep my credit account open. I have never done anything to deserve my account to be closed and have done nothing to deserve non-access to my account in order to pay my bill. In this day when banks have been bailed out by the government it is absurd that a person is shut off for no reason. I also want an apology from Jeanette P***** for the false letter she sent me. I had also asked to speak to her supervisor and was denied and when I asked her was she the CEO of Key Bank she did not answer. Everyone has a supervisor. For her to not refer me to someone is absurd as well. Very insulting!!

Business Response:

 KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

October 23, 2015

Better Business Bureau

Attn: *** ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                   BBB Complaint No. ********

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

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

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ******** *******.


Please know that KeyBank is committed to providing excellent customer service. We truly regret any inconvenience or frustration *** ******* may have experienced or felt since these concerns arose.


We have reviewed *** *******’s continued concerns regarding the closing of his Credit Card Account and have shared the following information with him verbally:

Our review found that *** ******* filed for Chapter 7 Bankruptcy in August 2015, resulting in the discharge of all of his debts. Additionally, KeyBank does not offer Reaffirmation Agreements on unsecured debts, as many Judges and bankruptcy courts do not permit such agreements.  We understand that the Bankruptcy process can be very complex, and have therefore recommended that *** ******* confer with his bankruptcy attorney to clarify the bankruptcy process and how it affects his debts and assets.

With regard to *** *******’s access to the Credit Card Account online, the Account is now considered closed as a result of the Bankruptcy and, subsequently, is unavailable for viewing online.  However, *** ******* is welcome to continue making payments toward the balance remaining on his Credit Card Account by telephone at 1-866********* or by mail to:


KeyBank – Recovery

Exception Payment Processing

OH-01-51-0559

4910 Tiedeman Rd.

Brooklyn, OH 44144

Lastly, while we regret that *** ******* was dissatisfied with the resolution provided, we have advised him that he is welcome to apply for a new Credit Card Account once his Bankruptcy is discharged.


Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

Sincerely,

 

Karen ** O****

Department Manager II, Operations

cc:        Jeanette P*****, Executive Client Relations, Office of the President

Consumer Response:

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.

From: *** ******* **********************
Date: Mon, Nov 9, 2015 at 1:16 PM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
To: ***** ******* *************************


My rebuttal is...

I restate my original objection to their actions. Their actions have nothing to do with my relationship with them. They had no history of my missing any payments or being delinquent on my account. In point of fact while other companies had reason to close my accounts Key Bank did not. I made a significant payment in August 2015. I have no Key Bank branches in my area that I can go into to make payments. The other damage Key Bank has done to me is because of their unwarranted actions they have damaged further my credit reputation. To illustrate plainly... Key Bank closed my account without merit. They report to the credit reporting agencies I am a bad risk but they created their part of that with their own actions. Seems like arrogance in a big way on their part.

Regards,


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




 

11/24/2015 Billing/Collection Issues | Complaint Details Unavailable
11/13/2015 Problems with Product/Service | Complaint Details Unavailable
11/12/2015 Billing/Collection Issues
11/10/2015 Billing/Collection Issues | Complaint Details Unavailable
11/7/2015 Problems with Product/Service | Complaint Details Unavailable
11/2/2015 Problems with Product/Service
10/24/2015 Problems with Product/Service
10/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For over a year, my Key Bill Pay has been messed up - the full site not the mobile app. When I called last year, they told me they were fixing it. Last week, I called again. I was assured that a supervisor was fixing it and would call me after the fix - 24 to 48 hours. No fix and no call. Yesterday, I called again. I was assured a supervisor was fixing it and by the end of the day, it would be fixed. No fix and no call. Today, I called again. I was again assured a supervisor was fixing it and I would get a call within 24-48 hours. This is ridiculous! Because the mobile app isn't advanced enough to change or delete bill payments, I can't modify any of payments. I am paying people (on automatic) they I don't even owe money to. I pay them through Key and wait for the business to issue me refund check. INSANE! I asked the rep today if I could add a new payee over the phone and she said we can't do that. So, how I'm supposed to pay my bills? Key Bank's mobile presence has always been joke but this is ridiculous. I have been a Key Bank customer for 26 years but actually thinking of changing banks so I can ACTUALLY PAY MY BILLS!

Desired Settlement: Fix my bill pay and stop LYING that a supervisor is fixing it!

Business Response:

KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44144

September 3, 2015

Better Business Bureau

Attn: *** ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                   ********* *****

BBB Complaint No. ********

**** *** *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ***** ********. Please be assured that KeyBank is committed to providing our customers excellent service and the circumstances surrounding *** ********’s experience have been addressed internally.

Please be advised that KeyBank was able to speak with *** ******** and, after troubleshooting the error(s) encountered while attempting to perform maintenance to his Payee(s) in Online Bill Pay, we have confirmed that he is now able to do so without error. We are confident that *** ******** will be able to utilize Online Bill Pay without encountering this same error going forward.


Thank you for your assistance with this matter and for making us aware of *** ********’s concerns. 

Sincerely,

Richard S*******

Executive Client Relations

Office of the President

 

Consumer Response: 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.

The original problem is solved but I can't still can't access any payment history - as I mentioned to Key when they called. They promised they would look into right away - they haven't.

The original complaint is resolved. I just give up on this problem - it's been two years and they haven't fixed it. Key's website is one of the worst website I have ever used - I guess I can leave with it.
Regards,

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




 

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

October 5, 2015

Better Business Bureau

Attn: *** ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

RE:                  ********* *****

                        BBB Complaint No. ********

             

**** *** *******:

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ***** ********. Please be assured that KeyBank is committed to providing excellent service.

Please know KeyBank has been unsuccessful in our attempts to reach *** ******** by telephone.  As a result, I regret that we have been unable to determine what specific issues he may be experiencing with KeyBank’s Online Bill Pay system, as our records show no internal errors or audit events that would prohibit his access.

Please know that KeyBank did respond to *** ******** is a separate letter which contains some possible alternate solutions for the issue he is experiencing. If *** ******* continues to experience this issue we ask that he contact a member of KeyBank’s Online Banking Technical Support Team. The specific contact name and phone information is supplied in our letter to *** ********.

We appreciate the opportunity to respond to ***********’s concerns with quality and integrity. Thank you for your consideration in this matter.

Sincerely,

Richard S*******

Executive Client Relations

Office of the President

Consumer Response: 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.

 Key Bank called me one time and left a message. I return that call and never heard back from them.  I don't mean any more resolution. This is been a problem for over a year. I talked to Key Bank a month ago and they were going to look into it and fix it. It still is not fixed. I even checked this morning. 

Regards,

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




 

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

 

 

 

October 22, 2015

 

 

 

Better Business Bureau

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

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

RE:                  ********* *****

                        BBB Complaint No. ********

             

**** *** *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ***** ********. Please be assured that KeyBank is committed to providing excellent service.

 

Please know KeyBank has been unsuccessful in our continued attempts to reach *** ******** by telephone.  As stated in our October 5, 2015 response to the BBB, we regret that we have been unable to determine what specific issues he may be experiencing with KeyBank’s Online Bill Pay system, as our records show no internal errors or audit events that would prohibit his access.

 

Please know that KeyBank has mailed an additional copy of our October 5, 2015 letter to *** ********, which contains some possible alternate solutions for the issue he is experiencing. We are again advising at this time that *** ******** contact a member of KeyBank’s Online Banking Technical Support Team. The specific contact name and phone information has been supplied to *** ******** in both our October 5, 2015 letter, and the letter mailed to him today.

 

We appreciate the opportunity to respond to ***********’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

 

 

Richard S*******

Executive Client Relations

Office of the President

10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/1/2015 Billing/Collection Issues | Complaint Details Unavailable
9/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Loan ************** into default as I filed for bankruptcy in 2009. Sold my business in 2013 and hired a company to help settle this loan, Made an agreement for $12,000 and paid in full. I have received no paperwork or title since that time. I have called and requested this paperwork and was informed I would receive it shortly. Still waiting and trying to go through all there different departments nobody is helping me at this time. I need this title.

Desired Settlement: Give me my title.

Business Response:

KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44144
 
September 8, 2015
 
Better Business Bureau
Attn: *** ***** *******
2800 Euclid Avenue, 4th Floor 
Cleveland, OH 44115-2408
 
 
RE:                  ****** ****
BBB Complaint No. ********
 
 
Dear *** *******:
 
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** **** *****. Please be assured that KeyBank is committed to providing our customers excellent service. 
 
Our review has found that the *** *****’s Consumer Loan, which charged off on December 19, 2013 due to non-payment, was settled in-full on April 11, 2014, upon receipt of a payment from *** *****, in the amount of $12,000.00.  However, due to an internal processing error, KeyBank’s lien on the collateral vehicle secured by the Loan was not consequently released. Please be advised that upon discovery of this error, KeyBank immediately took corrective action and, on September 1, 2015, mailed the lien release to the *** *****.
 
Thank you for your assistance with this matter and for making us aware of *** *****’s concerns. 
 
 
Sincerely,
 
 
 
Richard S*******
Executive Client Relations
Office of the President, KeyBank
 
 

9/24/2015 Problems with Product/Service | Complaint Details Unavailable
9/21/2015 Problems with Product/Service
9/10/2015 Problems with Product/Service | Complaint Details Unavailable
9/4/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/1/2015 Billing/Collection Issues | Complaint Details Unavailable
8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Twice a year we have this same problem with Key. We opened our checking account online about 5 years ago. Because we opened our account online and NOT at the branch they stated to us they can't give us the right service we deserve. Which doesn't make any sense. So when there is problems with our account, like being overdrawn or fraud they have no idea. until we complain. They returned a check on our account because we where overdrawn when we were NEVER overdrawn at all. Because our account was online they have no idea what's going on so the checks get returned. This happens 1 to 2 times a year for the past 5 years and it keeps happening. It’s upsetting to us because they tells us it won't happen again but it keeps happen. What I would do is say BRUCE please come in to our branch, let's close your account and OPEN a NEW account at the branch to end this ONLINE checking account ONCE and for all so we can give you better service. BUT they have never offered us this option.

Desired Settlement: We want a refund of $34.00 and we want to CLOSE our checking account because they do this all the time. We have two business checking accounts, 1 with ******** and 1 with Key bank. ******** really takes care of us and we NEVER have any problems at all. We thought the BIG BOYS like ******** would have more problems considering Key is a small bank BUT we are wrong. Returning checks for NO reason is upsetting because the fees are so high when a check gets returned. What's also upsetting is when banks make these mistakes and you are not the cause of the mistake. www.bbb.org PLEASE help us...

Business Response:

KeyBank 

August 20, 2015 

Better Business Bureau. 
Attn: *** ***** ******* 
2800 Euclid Avenue, 4th Floor 

RE: ********* ***** BBB Complaint No. ********

 Dear *** *******: 

KeyBank National Association is in receipt of a complaint filed with your office by *** ***** ** ********. Thank you for making us aware of *** ********'s concerns. 

Please know we regret any inconvenience or frustration *** ******** may have experienced or felt since his concerns arose. KeyBank is committed to providing excellent service. 

My review of *** ********'s concerns found that the $38.50 Return Item Charge assessed to *** ********'s Account No. Ending in **** (the "Account") on July 3, 2015, was in accordance with the Personal Checking Account Fees and Disclosures, (the "Disclosures"), which are provided to all clients at account opening. On July 2, 2015, a direct withdrawal for ******** *********** ********* ******* ****, in the amount of $1,081.52, was presented to the Account against insufficient finds and returned unpaid. Subsequently, the Account was assessed a $38.50 Returned Item Charge on the following business day, July 2, 3015. I regret that we are unable to honor *** ********'s request for reimbursement of any appropriately assessed service charges. Please know that we have had the opportunity to discuss this matter with *** ******** and advised him of KeyBank's decision via telephone. *** ******** and have also discussed several options available to him to prevent service charges on the Account. 

I appreciate the opportunity to respond to *** ********'s concerns. Thank you for your consideration in this matter. 

Sincerely, 

Silvia R******
 Operations Leader- Eastern Region, New York 
cc: Jeanette P*****, Executive Client Relations, Office of the President 

8/26/2015 Problems with Product/Service | Complaint Details Unavailable
8/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I closed checking account due to loss of income and relocation. I have a balance on a cash reserve acct. that has not handled properly.

Desired Settlement: correct improper collections.

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

 

 

 

August 11, 2015

 

 

 

Better Business Bureau

Attn: *** ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                         ******** *****

                                BBB Complaint No. ********

               

**** *** *******:

 

KeyBank National Association (KeyBank) is in receipt of a complaint filed with your office by *** ***** *******.  Thank you for making us aware of *** *******’s concerns.

 

Please know we truly regret any inconvenience or frustration *** ******* may have experienced or felt since her concerns arose. KeyBank is committed to providing excellent service. 

 

My review of *** *******’s concerns found that on November 24, 2014, her Cash Reserve Credit (CRC) line of credit was statused for “payments only” at her request, as she was moving and would no longer require her KeyBank account(s).  Additionally, please know that her CRC is currently considered to be in good standing, or paid as agreed.  Additionally,  I had the opportunity to speak with *** ******* and discuss how her payments are applied, as well as the history of the CRC, including interest accrual and how late payments may affect her outstanding balance. I was also able to inform her that she may continue making her payments by mail by utilizing the detachable coupon included on each monthly CRC statement. 

 

We appreciate the opportunity to respond to *** *******’s concerns. Thank you for your consideration in this matter.

 

 

Sincerely,

 

Jeanette P*****

 

Jeanette P*****

Executive Client Relations

Office of the President

 

 

 

8/21/2015 Problems with Product/Service | Complaint Details Unavailable
8/18/2015 Problems with Product/Service | Complaint Details Unavailable
8/14/2015 Billing/Collection Issues | Complaint Details Unavailable
8/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 3rd a $39 return charge appeared on my account. After calling Key Bank to inquire about the charge they claimed that it was for a $100 bill that was scheduled to be deducted on June 2nd. The balance of my account entering June 3rd was $118.37. More than enough to cover a $100 charge. I was also paid on the 3rd of June for a total of $474.77. Key Bank made sure to post that transaction last on the 3rd, after two debits. The $100 charge is a student loan payment that has been scheduled to come out of the account every other Wednesday since February of this year. I have not once had an issue with this. Until this week. I get paid at the same time every two weeks and I have the same $100 deposit scheduled for the same time every week. I do not understand why this was an issue for Key Bank. I asked for the charge to be refunded on June 5th and was told that I was given a refund in August of 2014. Who cares?! This isnt about August 2014, it's about June 2015! Then the representative claimed that they would ask my branch to reimburse me which is totally the corporate offices way of putting the burden onto the local branches. My local branch didnt charge me-corporate did. I told them that I wanted a phone call on Monday (6/8/15) on what the branches response was. Good thing I wasnt waiting by the phone or else I would've had an extremely boring week. Here it is 6/13 with no response from Key Bank.

Desired Settlement: I want the $39 refunded to my account.

Business Response:

KeyBank

219 South Main Street

Akron, OH 44308

 

July 30, 2015

 

Better Business Bureau

Attn: *** ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                         BBB Complaint No. ********

                                ***** ****

               

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

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** **** ****.  Thank you for making us aware of *** ****’s concerns.

 

Please know that KeyBank is committed to providing excellent service.  We truly regret any inconvenience or frustration *** **** may have experienced or felt since his concerns arose.

 

My review of *** ****’s concerns found that the $39.00 Return Item Charge, assessed to *** ****’s Account No. Ending in **** (the “Account”) on June 3, 2015, was in accordance with the Personal Checking Account Fees and Disclosures (the “Disclosures”), which are provided to all clients at account opening.  Specifically, a direct debit from ******* ********* ******* ****, in the amount of $100.00, was presented for payment from the Account against insufficient funds.  Subsequently, in accordance with the Disclosures, the Account was assessed a $39.00 Return Item Charge on the following business day, June 3, 2015.  KeyBank has also had the opportunity to verbally provide *** **** with this information, and explain that, as the Return Item Charge was not the result of a bank error, we are unable to honor his request for reimbursement.

 

Thank you for your consideration in this matter.

 

 

Sincerely,

 

 

 

Debra ** K****

Operations Leader- East Ohio, Cleveland

 

cc:           ******** ******, Executive Client Relations, Office of the President

 

Consumer Response: 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.

This $100 charge was posted the same day as a $450 deposit to the account. Key Bank CHOSE to present the $100 debit before the $450 credit. The $39 charge IS the responsibility of Key Bank as they try to pin it on the local branch and everyone else besides themselves. They are refusing to refund the amount which is fine because they will be losing a customer because of it. 

Regards,

**** ****




 

8/4/2015 Problems with Product/Service | Complaint Details Unavailable
7/31/2015 Billing/Collection Issues | Complaint Details Unavailable
7/24/2015 Problems with Product/Service | Complaint Details Unavailable
7/15/2015 Problems with Product/Service | Complaint Details Unavailable
7/14/2015 Problems with Product/Service | Complaint Details Unavailable
7/13/2015 Problems with Product/Service | Complaint Details Unavailable
7/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In the fall of 2012 I ended my employment at the time with **** *****. I was banking with Key Bank at the time and had a checking and saving account with them. I usually went into the ********** ** location or banked online with a user name and password - During the month of november 2012 I had received my last check from the **** ***** via direct deposit into my keybank account, i was waiting to receive my benefits payout but soon realized that I had things scheduled to come out that were not going to have available funds to cover. I attempted to stop the payments that were scheduled to come out but a number of them did attempt to be pulled from the keybank account. Without funds to correct the issue I admit that I let the situation slide and ignored the letters that I received from KeyBank during November and December of that year. I did eventually obtain a new job and have been with my current employer since. After the the birth of my daughter at the end of 2013 I started to clean up my past credit history using ***********, mind you in this time period I had not heard anything from keybank since december of 2012 - I realized I also had a credit card with them that had been put in collections and that they did call me regarding at the beginning of 2014 - I settled that card within a couple of months and while on the phone with them I asked about the account. It was then I was told that I owed them $1804.84. I asked for them to please send my a payout ledger so that I can confirm the returned payments and what was actually paid and what was returned without payment. The woman stated that it may be "too late" for that. i explained that I was trying to correct situations caused during my unemployment as they were presented and that I had had a child and a new job so the account had not crossed my mind in a long time nor had they contacted me in regards t to it - she agreed to request a payment ledger be printed and mailed to me - i waited almost two months and called back again in the summer of 2014 to the number she provided me - i was again told a payment ledger would be requested and mailed out - being busy with my daughter i let it go for a while assuming that they were sending me the documentation and i was address it when it arrived. It never arrived - I called again today and spoke with debbie - she advised me that since i did online banking that she could not access my account and that I would have to speak with online services - she transferred me - they told me that since i did not know my user name or password and that the account had been placed in collections that they could not help me - transferred back to debbie - debbie stated maybe customer service could assist - transferred again - they advised that since the accunt was in collections they could not access it either - transferred back to debbie - i explained the situation that i wanted to confirm all debt that they were claiming I owed was actually paid out, particularly a ******** **** bill that was returned in November of 2012 which caused me to be put on a payment plan with them - she could not see anything on the account and suggested that I call the collection agency and settle for less than the amount owed to make me "feel better" about the amount i paid them. I stated i want to pay what i owe and not pay what i don't - she stated that she could not help me further and i thanked her for her time. I still do not know who the collections agency is that has my account as they have never contacted me nor do i know what I'm being held to pay as they will not provide me with this information - i am filing a complaint in hopes that the BBB can be a middle man in getting key bank to release the documentation on what exactly they think i owe them - if I can verify all amounts with all companies that attempted to take money out of my account while it was open then so be it but I would like to be assured that I am not paying for things that they returned and did not pay as i have since resolved all issues with the other companies that had returned items and I do not wish to pay for things twice when keybank did not even pay for them once.

Desired Settlement: keybank to provide me with a payment ledger of the request amount owed to them of $1804.84 so that I may review the accuracy of the charges as well as allow me to rebuttal on these charges should i disagree with them with proof I will provide of the payment not being paid and in fact returned to the company that attempted to receive payment from them.

Business Response:

KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

June 25, 2015

 

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  ******* *******

BBB Complaint *** ********

           

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

 

KeyBank National Association is in receipt of a complaint filed with your office by **** ******* ******.  Thank you for making us aware of **** ******’s concerns.

 

Please know we truly regret any inconvenience or frustration **** ****** may have experienced or felt since her concerns arose.  Please be assured **** ******’s concerns have been addressed internally by all appropriate parties. KeyBank is committed to providing excellent service. 

 

 Please be advised that pursuant to **** ******’s request, KeyBank mailed copies of her statements dated from October 2012 through December 2012 to the address on file. KeyBank was able to work directly with our client, the matter was resolved and we were able to fulfill the request.

 

Thank you for your consideration in this matter.

 

Sincerely,

 

 

Jeanette P*****

Executive Client Relations

Office of the President

 

 

 

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
The matter has been resolved and the debt will be satisfied on July 22nd 2015 as paid. Thank you for your assistance.
Regards,

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


6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased a boat on July 22, 1999 and the contract reads 180 payments of 449.02 the payments started Sept. 5, 1999. Over the course of those 15 years i received 5 PROMOTIONAL letters from Key Bank USA stating i could skip that months payment and it would be added to the end of the loan, now i received 5 of these letters and do not have these letters as they were lost,misplaced or thrown away. I have made 179 payments and Key Bank has notified me that my last payment is due in the amount of Just over 2800.00, there explanation to me is being i skipped those 5 payments at there INVITATION and they are charging me the interest from the time i skipped the payments to the end of the contract term. I note that this was done all by mail i never spoke to any representative of Key Bank in this matter at the time of the skipped payments, maybe if they had explained to me the terms of this contract change i would have made those payments, this is not a verbal or signed approval. I dispute these excess charges. Thank You ******* **********

Desired Settlement: Today 3/12/2015 i am about 55 days late for this final payment of which i believe should be 449.02 plus the almost 2 months late charges. I am willed to make that last payment of 449.02 plus 2 months late fees. Please don't let them reposes my boat.

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

  

 

 

May 1, 2015

 

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  *********** *******

BBB Complaint *** ********

           

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

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ******* **********.  Thank you for making us aware of *** **********’s concerns.  We assure you that KeyBank is committed to providing excellent service. 

 

To show appreciation for their business, KeyBank previously offered clients the option to forgo or “skip” select monthly payments for a small fee. Allowing a client the opportunity to skip a monthly payment gave them the opportunity to catch up on other bills, use the money elsewhere, or save their income, all while ensuring a skipped payment would not impact their credit history.  When a payment is skipped, interest continues to accrue daily on the unpaid principal balance of the loan(s).  Payments made after Skip-A-Pay offers were accepted are applied to the monthly interest that accrued for the current payment month as well as for the skipped month. This results in less being applied to principal. 

 

KeyBank has verbally advised *** ********** of the offer details in an effort to amicably resolve his concerns and is willing to discuss settlement arrangements for the remaining balance on his loan ending in *****.  However, in order to continue the review process, *** ********** must complete and submit a Request for Settlement Approval Package (copy enclosed).  In the event *** ********** has any additional questions regarding the settlement, we kindly request he contact KeyBank’s Workout Department at 1-************.

 

We appreciate the opportunity to respond to *** **********’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

Sincerely,

 

 

 

***** ***** – Department Manager

 

Enclosure

 

cc:        ******** ******, Executive Client Relations, Office of the President

 

 

 

 

 

 

 

 

 

 

 

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My aunt passed away May 2013. Key Bank was her executor. They have failed to honor the terms of her Will, and okwe me $11,000. They paid incorrectly to other parties and now will not correct the error. They admit the mistake, but will not move forward.

Desired Settlement: I wish for them to honor the Will and make immediate payment of the amount due. Complaints have been filed with them, including requests for documentation, but no action is taken.

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

June 10, 2015

 

 

 

Better Business Bureau

Attn: Ms. ***** *******

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  ******* ******* *****

BBB Complaint No. ********

           

             

Dear Ms. *******:

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. ******* ***** ******. At Key, we are committed to ensuring the ease of doing business with our clients.

 

I appreciated the opportunity to speak with Mr. ****** over the telephone and advise him that a wire transfer, in the amount of $13,589.78, was remitted to his checking account pursuant to the instruction provided by the Estate in question.

 

We appreciate the opportunity to respond to Mr. ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

 

Sincerely,

 

 

 

Phillip R******

Executive Client Relations

Office of the President

Consumer Response: 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,

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

6/18/2015 Billing/Collection Issues | Complaint Details Unavailable
6/9/2015 Billing/Collection Issues | Complaint Details Unavailable
6/7/2015 Billing/Collection Issues | Complaint Details Unavailable
5/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Keybank keeps claiming in a series of letters that I owe them $144.39. I have tried calling them but they tell me that I do not owe any money. But every month I receive the same 4 letters 2 to my daughter ******* and 2 to me demanding payment. I believe they have also reported this to the 3 credit bureaus

Desired Settlement: The letter should start with an apology for wasting my energy and a declaration that no money was ever owing on this account and removal of false claims of non payment from both mine and *******'s credit reports and finally a cessation of these constant letters demanding payment for money that was never owed in the first place!

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

 

 

 

May 6, 2015

 

 

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                         ******* ******

BBB Complaint *** ********

               

                 

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

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ****** ******. Please be assured that KeyBank is committed to providing excellent service.

 

Please be advised that KeyBank verbally advised *** ****** that he had been receiving delinquency notifications from KeyBank for his Loans because the October 20, 2014 payment, in the amount of $288.75, was never received.  While our review found no record of payment, KeyBank has also advised *** ****** that we would be happy to review any supporting documentation that reflects this payment being remitted.  *** ****** has confirmed that he intends to bring the Loans current later this month.

 

Please know KeyBank adheres to the guidelines established by the Fair Credit Reporting Act (FCRA).  Pursuant to the FCRA, any entity furnishing information to a consumer reporting agency is prohibited from furnishing any information relating to a consumer if the entity knows or has reasonable cause to believe that the information is inaccurate.  In this instance, it has been determined that the Loans are reporting accurately and we are unable to honor *** ******’s request to update the credit bureau reporting for the Loans.

 

We appreciate the opportunity to respond to *** ******’s concerns with quality and integrity. Thank you for your consideration in this matter.

 

 

Sincerely,

 

 

 

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

Executive Client Relations

Office of the President

 

 

 

 

 

 

 

Consumer Response: 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.

Regards,

****** ****** 

The gentleman I spoke to told me I missed a payment in October but the bill  I usually pay is for $288 and all the letters I received demanding payment was for $144. Before when I called to find out why this odd amount was due  I was told I did not owe any money. I asked the gentleman to send me a bill but he refuses. I told him I would pay this amount but after thinking about the 2 conflicting stories I need to investigate this further with my bookkeeper who will come before May 20




 

Business Response:

KeyBank

Executive Offices

127 Public Square

Cleveland, OH 44114

 

 

May 20, 2015

 

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  ******* ******

BBB Complaint *** ********

           

             

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

 

KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** ****** ******. Please be assured that KeyBank is committed to providing excellent service.

 

After responding to *** ******’s previous concerns on May 6, 2015, *** ****** had informed us that he also wished to update his contact information and billing preferences, which were last updated in December 2014.  Please know that while KeyBank is the lender of *** ******’s Loans, ***** ***** ****** ********* *********** (“***** *****”) is the servicer of the Loans. Subsequently, we have referred *** ****** to contact ***** ***** to request his contact information be updated.  Please know that ***** ***** may be contacted at 1-800-********, and it will their pleasure to assist *** ******.

 

We appreciate the opportunity to respond to *** ******’s concerns.

 

Sincerely,

 

 

 

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

Executive Client Relations

Office of the President

5/15/2015 Problems with Product/Service | Complaint Details Unavailable
5/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/23/2015 Problems with Product/Service | Complaint Details Unavailable
4/22/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Billing/Collection Issues | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Key Bank has listed a current balance on their online website . When you complete a transaction and pay the current balance in full, there is an additional balance added at the end and this basically comes out of thin air. There's no drop down and no available option to select or show a different balance other than the current balance that is shown on there website application. So, to complete any current balance payment, you have to pay multiple times and have multiple transfers made. As far as I know they're the only online banking that's uses this format. This results in you thinking you've paid off your current balance in full that was listed online when in fact there still exists a unknow balance and you don't even know about the balance, unless you go back re-logon and re-select the account that you just paid off the current balance in full. This is an unethical banking practice that needs to be corrected. Payment could laps, incurring fee where you thought your account balance was paid in full, and rightfully should have been. Thank You!

Desired Settlement: Correction of online website application. And, credit to Key bank customers who have been financially take advantage of and charged fees by unethical financial banking practices.

Business Response:

KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

 

March 27, 2015

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  ****** *******

                       BBB Complaint No. ********           

             

**** *** *******:

 

KeyBank National Association is in receipt of a complaint filed with your office by *** ******* *****. Thank you for making us aware of *** *****'s concern. Please be advised we are working directly with the client to address his immediate concerns.

 

 Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

 

Sincerely,

 

 

 

 

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

Executive Client Relations

Office of the President

4/7/2015 Billing/Collection Issues | Complaint Details Unavailable
3/27/2015 Billing/Collection Issues | Complaint Details Unavailable
3/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have co-signed a college loan. I received notice that my daughter was behind on the payment, but I have proof that she she paid in January. Key Bank was hounding me on the phone and when I told her it had been paid, she checked and her records and sure enough they showed receipt of the payment. So why the calls? Then she said that an Oct. 2013 payment had been missed. They could not provide me with an accounting of the payments so date, yet they were all by check or e-payments. I feel they are purposely trying to confuse co-signers so bet additional payments. I'm in NJ and my daughter, the con-signer, is 31 and in CA. Where's the transparency? Adding more confusion, yesterday I received 4 separate emailed letters saying I am late with 4 different amounts! This is not transparency it is confounding the confusion. If Key Bank's written communication doesn't jive with what their telephone people say, how is that Better Business? PS. The phone number provided in the written letters provides NO OPTION to speak with a liver representative.

Desired Settlement: Loan forgiveness. Key Loan to determine the amount for us and for any other victims.

Business Response:

 KeyBank National Association is in receipt of a complaint filed with your office by Ms. ******. Thank you for making us aware of Ms. ******’s concerns.

 

Upon speaking with Ms. ***** on March 2, 2015, KeyBank found no bank error, and has declined her request for loan forgiveness, and fee waivers.  There has not been and negative credit bureau reporting related to her concerns.  Client has the ability to create her own logon for ***** ***** by following the instructions online, or contacting ***** ***** at 1-***-***-****.  The client had received four separate letters regarding four different balances being owed due to there being four separate loans at KeyBank.  Client pays these four loans as one combined payment through ***** *****.  For the client’s review, we have sent her copies of the original loan documents, and the Truth in Lending Disclosures.

 

Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

 

Sincerely,

 

**** ****

Executive Client Relations

Office of the President

 

 

 

 

 

 

3/5/2015 Problems with Product/Service | Complaint Details Unavailable
2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a longtime customer of Key Bank. This complaint involved a business that I own, ****** ** ** **** ***. located at *** ****** ******* ****** ** *****. This company has been a Key Bank customer since 2008. On almost a monthly basis we get locked out of our commercial account access on-line. This morning I was locked out AGAIN and I called customer service. After being asked an inordinant amount of questions to "verify" my account I finally got fed up and asked to speak with a supervisor. The customer service representative then got argumentative with me intially and then placed me on hold for about 10 minutes. I then spent over 20 minutes with a man named ****** ****** is claimed to be a supervisor. He started asking me some of the same questions that his subordinate asked ... he argued continueally about what I and he needed to do ... and as of the writing of this complaint almost 30 minutes later (and having answered over a dozen questions about my and my company's identity correctly) I am still on the phone trying to get access to my account and *** ****** is still doing everything he can delay giving me access.

Desired Settlement: A formal written apology from *** ****** for his and his subordinate's condesending attitude and unprofessionalism. On going access to my account information ... and not to be treated like a criminal when I call customer service. I have four different commercial banking relationships across my multiple companies. Only Key treats me this way .... I pulled my largest business's businss from Key several years ago due to poor customer service and I'm wondering why I don't just close my other half a dozen Key accounts and take my business elsewhere given the ongoing crapy service and attitude I get from Key.

Business Response:

KeyBank 
**** **** ********** ****** ******* ****** **** ***** 

January 21, 2015 

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

Dear *** *****: 

Your correspondence received on January 21, 2015, addressed to KeyBank National Association ("KeyBank"), has been reviewed. Thank you for taking the time to make us aware of your concerns regarding your recent experience. 

Please be assured that KeyBank is committed to providing excellent service and your concerns regarding your experience have been addressed internally. We understand the importance of being able to access your online banking profile and regret any inconvenience you may have experienced as a result of this matter. 

KeyBank has strict standards and procedures designed to prevent unauthorized access to information that we apply to our facilities and online services. To ensure protection of your information, online banking users are locked out of online banking if they fail to enter the correct log-on password three (3) times. On January 13, 2015, our records indicate there were three (3) attempts to log into online banking where the incorrect password was entered. Subsequently, your online banking profile was blocked to prevent unauthorized access to your information. Upon further review, our records reflect that you contacted KeyBank's online banking customer service department on January 13, 2015 and were able to successfully log in to online banking. In the event you experience any difficulty logging into online banking, please contact our online banking specialists by telephone at 1-800-******** and it would be our pleasure to assist you. 

Thank you for allowing us the opportunity to respond to your concerns with quality and integrity. Please feel free to contact me at 1-************, if you have any questions or additional concerns, and it would be my pleasure to assist you. 

Sincerely,

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

Operation Leader Enclosure 

 

Cc: ****** **** ******, Executive Client Relations, Office of the President 

Consumer Response:

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.

Regards,

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

A woman from Key Bank called me and I was in a meeting.  I scheduled a time to speak with her but she missed that call ... then called back but I was again in a meeting and despite her stating she would call again, never has.  Key bank then sent me a letter that did not in any way speak to the issue I have with them.    My issue was not with their online security procedures (as their letter indicates) it was with the unprofessionalism and outright nastiness of the customer service personnel in their offices .... who deliberately made accessing my account uncessarily difficult and painful.

 

I expect an answer from Key Bank as to how they are going to address this situation, not a form letter from a person that can't make appointments she sets with customers. 


 

Business Response:

Executive Offices

127 Public Square

Cleveland, OH 44114

 

 

February 13, 2015

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  ****** *******

BBB Complaint No. ********

           

             

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

 

KeyBank National Association is in receipt of a complaint filed with your office by *** ******* *****. Thank you for making us aware of *** ******* ***** continued concern. Please be advised that our records confirm that we have previously responded to his concerns in a written response dated January 23, 2015.  This information has also been verbally provided to *** *****.

 

Please be advised that KeyBank considers this matter closed.

 

Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

 

Sincerely,

 

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

 

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

Executive Client Relations

Office of the President

 

2/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Key bank on December 24, 2014 to inquire about skip payment on the loan for the month of December. I was offered this some years ago by the bank. I'm have some financial difficulties and I thought about the officer I receives several years ago and call to see if that option was still available. I talked to a representative who assured me I could do this and I would be sent a form to fill out and return to Key bank. In Januar I had not received the form so I called back and was told sorry you were given the wrong information you can't have a skip payment. Because I was given this information the payment for December was gone and I dont have the money to replace it. I talked to a manager and other and was told you know when your payment is due all we can due is waive the late fee. If I woudl have been given the correct information when I called the payment would have been made. This is a critical decision for me that is why I called and confermed that I could do this. I feel my request should be honored. The person I talked to even put notes in the system that I woudl receive the stop payment form to fill out. I was told all they could do was coach the person so he would not give wrong information out anymore. That does not help me because I dont have the money to replace the payment. I sent this information prior but receive a email to fill out online

Desired Settlement: I would like them to honor the skip payment for December. Because I was given this information now I will be behind on my loan payment.

Business Response:

KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

February 10, 2015

 

 

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

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  **************** ******

BBB Complaint No. ********

           

             

Dear Ms. *******,

 

KeyBank National Association is in receipt of a complaint filed with your office by Ms. ****************. Thank you for making us aware of our client’s concerns.

 

Please be advised that KeyBank was able to contact Ms. **************** and we have sent her documentation for an extension on her loan. The client has been advised she will need to meet the requirements in order to be approved for the extension.

 

Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

 

Sincerely,

 

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

Executive Client Relations

Office of the President

Consumer Response: [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,

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

2/18/2015 Billing/Collection Issues | Complaint Details Unavailable
2/7/2015 Problems with Product/Service | Complaint Details Unavailable
1/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was verbally offered a very attractive deal for signing up for a new credit card with Key Bank. While signing up for a new checking account, the banker, **** *******, told me that if I signed up for a personal credit card that I would receive a 0% introductory APR for 12 months on all balance transfers. When I told her that those offers were a dime a dozen and I do not need or want a new credit card, she told me that if I used the balance transfer offer within 3 months of signing up for the account, then KeyBank would waive the 3% upfront fee. I clarified with her that KeyBank would basically give me money for free for 12 months. She confirmed that to be true, so I applied for the card and was approved for a $20,000 limit. A couple weeks later, I went into the branch to deposit the balance transfer check into my checking account. Before making the deposit I asked to speak with the Branch Manager, ***** *******. I was clear in telling him that I was about to deposit this balance transfer check for $18,000 into my account, and that I wanted to confirm that his branch would reimburse me for the 3% fee that **** had verbally offered to me. ***** was visibly frustrated that his banker had made this offer, but said that he and KeyBank would honor the offer and refund the $720 fee that was about to be generated on my credit card account. I then proceeded with depositing the check. The fee appeared on my account a couple weeks later, and I went in to the branch to ask ***** when it would be taken care of and he told me that it would be reimbursed right away and that I had to do nothing more to see that it would happen. On January 5th, 2015, I noticed the fee was still on my account, so I went in to the branch again to inquire. ***** said that he would look into it and call me back. When he called back, he told me that his boss, ****** ******* chose not to honor the offer that the banker gave to me, and that he, the branch manager, confirmed that they would. I would not have applied for this credit card, if not for the balance transfer offer. Furthermore, I would not have utilized the balance transfer offer, if it was not first confirmed to be valid by the Branch Manager. To me, this type of activity is blatant and egregious deceitful sales practices. I was told not once, not twice, but multiple times prior to incurring the $720 fee that KeyBank would reimburse the fee, if I proceeded with the balance transfer. And not by one KeyBank employee, but two; one of which was an employee with sweeping authority. I feel it is my duty to report these nefarious sales practices to the authorities in attempt to save other consumers from encountering similar deceitful sales practices of this bank.

Desired Settlement: KeyBank needs to do the right thing and follow through with the offer they made to me. Refund the $720 fee.

Business Response:

KeyBank National Association is in receipt of a complaint filed with your office by ****** ****. Thank you for making us aware of Mrs. ****’s concerns. We are committed to providing our customers excellent service. 

 

In addition to the Better Business Bureau, Mrs.**** has filed a complaint with our regulators, the Consumer Financial Protection Bureau, as well. KeyBank has addressed Mrs. ****’s concerns in writing. A copy of our response to her concerns has been forward to you for your review. 

 

Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

 

Sincerely,

 

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

Executive Client Relations

Office of the President

 

1/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was incarcerated from mar 18 2014 til aug 28 2014 & my roommate used my debit card not only emptying my account but overdrawing it incurring me hundreds in access fees. I have jumped thru all the hoops Key Bank has asked me too including providing proof I was incarcerated, filing a police report & pursuing charges which have been filed & she has been arrested. key bank refuses to refund my money or any overdraft fees. my money should be protected by my bank. they have given me reference # **********. we are talking a couple thousand dollars here.

Desired Settlement: for key bank to replace my money as they should as my financial institution

Business Response:

127 Public Square

Cleveland, OH 44114

November 24, 2014

 

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                          ************* ******

BBB Complaint No. ********

               

                 

Dear Better Business Bureau,

 

KeyBank National Association is in receipt of a complaint filed with your office by *** ************. Thank you for making us aware of our client’s concerns.

 

Please be advised after further review, *** ************’s request has been denied. *** ************ had been verbally advised of the final resolution on October, 14, 2014; October 23, 2014 and written correspondence mailed to the client on November 4, 2014. A copy of the written correspondence and additional attachments have been foward to the Better Business Bureau November 24, 2014.

 

Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

KeyBank does consider this matter closed.

 

 

Sincerely,

 

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

Executive Client Relations

Office of the President

12/29/2014 Problems with Product/Service
12/27/2014 Billing/Collection Issues | Complaint Details Unavailable
12/27/2014 Billing/Collection Issues | Complaint Details Unavailable
12/24/2014 Billing/Collection Issues | Complaint Details Unavailable
12/19/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service | Complaint Details Unavailable
12/11/2014 Billing/Collection Issues | Complaint Details Unavailable
12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have an **** Account opened in ********* **, several years ago, when Keybank bought the business of **** in ********, our account was transferred to Keybank. Now the local branch in ******** has been closed, and we want to close our keybank account. We called customer service, they said they cannot close account over phone, we have to go to a branch of keybank, but the nearest keybak is in *** **** ****. Or they said I can mail a letter to close my account. I mailed a letter explained my request and all the information. after a month, a didn't get any response. On the other hand my account continues to be charged $20 per month to maintain the account active. I have many bank account including charterone, ***, ** ****, I never heard we cannot close an account over phone.

Desired Settlement: first, explain to me why I cannot close the account over phone or mail request second, refund my money charged by your bank in the past few month thirdly, close my account and mail me a check of all our money.

Business Response:

November 25, 2014

 

Better Business Bureau

2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

 

 

RE:                  **** *******

BBB Complaint No. ********

           

             

Dear Better Business Bureau,

 

KeyBank National Association is in receipt of a complaint filed with your office by *** ***. Thank you for making us aware of *** ***’s concerns.

 

Upon speaking with *** *** on November 19, 2014 please be advised of the following:

 

*** *** was advised the Accounts in question were closed. KeyBank has forwarded the check with the remaining balance to the address listed on correspondence as of November 25, 2014.

 

Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.

 

 

Sincerely,

 

***** *****

Executive Client Relations

Office of the President

11/18/2014 Problems with Product/Service | Complaint Details Unavailable
11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Three months ago KeyBank told me they would refund the $250 on my line of credit. The annual fee has not been refunded.I asked KeyBank if it would inactive my line of credit and refund/stop the annual fee of $250. **** **** at KeyBank, Yosemite branch in ****, research my request and then told me a few days later they could 1)inactivate the account to further advances, 2)would refund and stop the $250 annual fee and, 3)retain the interest only payment option, all as I requested. I accepted. KeyBank has not refunded any part of the $250. Gender discrimination? KeyBank did refund a portion of my husbands fee on his account, but nothing on my account. KeyBank did inactive the LOC, but I was told after the fact that principal and interest payment were now required... contrary to what I was told in advance. For Three months I have received multiple evasive responses such as "we're looking into it", "that person is on vacation", "my area manager will look at it next week", and lately "... if it is approved", "there are internal changes", etc. Desired Outcome Description: I want KeyBank to keep what it promised when I asked to inactivate the account. 1)inactivate the account to further advances, 2)refund and stop the $250 annual fee and, 3)retain the interest only payment option.4)Provide a copy of all credit bureau reports they utilize showing my Keybank account information with no derogatory information.5)A letter of apology.

Desired Settlement: I want KeyBank to keep what it promised when I asked to inactivate the account. 1)inactivate the account to further advances, 2)refund and stop the $250 annual fee and, 3)retain the interest only payment option.4)Provide a copy of all credit bureau reports they utilize showing my Keybank account information with no derogatory information.5)A letter of apology.6)An explanation of what appears to be gender discrimination.

Business Response:

KeyBank National Association

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

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


August 13, 2014


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

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

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

 


Re: ****** ********

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

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

 

Commercial Loan Account No. ********** ********** (the “Loan")

 


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


Your concerns addressed with the Office of Comptroller of the Currency have been Forwarded to my attention for review and response. Thank you for taking the time to make us aware of your concerns.


On behalf of KeyBank National Association (“KeyBank"), I would like to take this opportunity to apologize for the extended time that it took to research and respond to your concerns regarding the Annual Administrative Fee on the Loan. Please be assured that KeyBank is committed to providing you with excellent service, and we apologize that our service did not meet your expectations.

 


The staff members responsible for granting these annual fee waivers were on extended leave at the time the original request was generated internally, which caused a delay i.n processing your request. Your concerns regarding your experience have been addressed internally by all appropriate personnel.


Please be advised KeyBank takes discrimination claims seriously. KeyBank complies with the Federal Equal Credit Opportunity Act and the Federal Fair Housing Act in addition to State anti-discrimination laws and does not discriminate against credit applicants or customers on the basis of age, race, color, religion, national origin, sex, sexual orientation, veteran status, disability, marital status, familial status (family size or childbearing intentions), receipt of income from public assistance,, or exercise of rights under the Consumer Protection Act.

 


I have enclosed a copy of the Note/Welcome Letter that you agreed to in 2006 when the Loan was established. Page 2, no. 2 of the Welcome Letter states: “Tire initial annual administrative fee due when the Account is opened will be waived. The annual fee charged each year thereafter will be billed to your account‘ on its anniversary date as described in the Responsive Line of Credit Agreement. " In addition, please refer to Page 2 Section D-Applicant Agreement in which the Agreement states in pan: "By signing this Application below, Applicant agrees to be bound by the credit agreement, welcome letter and any other supplemental agreements provided to Applicant by KeyBank... "

 

As a courtesy to you and as a result of the lengthy amount of time that it took KeyBank to respond to your request, KeyBank agreed to honor your request to refund this year’s Annual Administrative Fee on the Loan, which is a value of$250.00.