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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

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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 16 factors. Get the details about the factors considered.

Factors that raised the rating for KeyBank include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 218 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

218 complaints closed with BBB in last 3 years | 77 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 89
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 117
Total Closed Complaints 218

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.

Complaints are generally related to credit and billing issues or customer service issues. The company is responsive to all issues presented by the BBB and provides a reply to complaints directly to the consumer. However, citing privacy concerns, the specific details of how a complaint is resolved are generally not provided to the BBB.

Customer Reviews Summary Read customer reviews

10 Customer Reviews on KeyBank
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 10

Additional Information

top
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
Industry Tips
Credit Card Offers Financial Planning

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 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 374Cook 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

    scenectady, 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

    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

    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 9Fairview 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

    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 44320-3875

  • 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 StreetSuite 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 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    8160 Montgomery Road

    Cincinnati, OH 45236

  • THIS LOCATION IS NOT BBB ACCREDITED

    8457 Winton Road

    Cincinnati, OH 45231

  • THIS LOCATION IS NOT BBB ACCREDITED

    8545 US Highway 42

    Florence, KY 41042

  • THIS LOCATION IS NOT BBB ACCREDITED

    8601 Beechmont Avenue

    Cincinnati, OH 45255

  • THIS LOCATION IS NOT BBB ACCREDITED

    881 State Route 28

    Milford, OH 45150

  • THIS LOCATION IS NOT BBB ACCREDITED

    9861 Montgomery Road

    Cincinnati, OH 45242

  • 1 S Fountain Ave

    Springfield, OH 45502

  • 10 W Second St

    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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    Dayton, OH 45432

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    Springfield, OH 45505

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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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    Elkhart, IN 46516-3123

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    Elkhart, IN 46516-4743

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    Elkhart, IN 46515-0460

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    Sturgis, MI 49091

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    Grand Rapids, MI 49503

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    Jacksonville, FL 32256

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    Adrian, MI 49221-4307

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    Monroe, MI 48162

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    Toledo, OH 43681

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    Bowling Green, OH 43402-3009

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    Perrysburg, OH 43551-2340

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    Toledo, OH 43699-0099

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    Holland, OH 43528-9584

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    Toledo, OH 43610-1453

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    Toledo, OH 43614-5104

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    Oregon, OH 43616-3310

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    Toledo, OH 43605-2038

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    Toledo, OH 43609-3240

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    Sylvania, OH 43560-1928

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    Port Clinton, OH 43452

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    Maumee, OH 43537-3359

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    Pemberville, OH 43450

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    Fostoria, OH 44830-2338

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    Bowling Green, OH 43402-1346

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    Toledo, OH 43613-1806

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    Lambertville, MI 48144-9767

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    Youngstown, OH 44505

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    Youngstown, OH 44503

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    8757 Red Oak Blvd Ste 250

    Charlotte, NC 28217-3977

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    .

    Mount Juliet, TN 37122

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    15 S. LaSalle Dept. 8151

    Chicago, IL 60674-0001

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    Westmont, IL 60559-5557

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    Kansas City, MO 64105

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    Madison, WI 53707

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    Colorado Springs, CO 80920-2110

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    Colorado Springs, CO 80907-3597

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    Colorado Springs, CO 80905-1923

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    Colorado Springs, CO 80918-3843

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    Loveland, CO 80537-4701

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    Fort Collins, CO 80522-2182

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    Fort Collins, CO 80522-2182

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    Fort Collins, CO 80521-2704

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    Fort Collins, CO 80521-2704

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    Fort Collins, CO 80521-2704

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    Fort Morgan, CO 80701-2110

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    Fort Morgan, CO 80701-2110

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    Fort Collins, CO 80521-2704

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    Fort Collins, CO 80521-2704

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    Fort Collins, CO 80521-2704

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    Denver, CO 80203

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    Littleton, CO 80124

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    Golden, CO 80401

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    Lakewood, CO 80401

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    15590 W. 64th Ave.

    Arvada, CO 80007

  • 1675 Broadway Ste 500

    Denver, CO 80202-4692

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    Lakewood, CO 80226

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    Denver, CO 80203

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    Centennial, CO 80015

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    Denver, CO 80222

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    Longmont, CO 80503

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    Boulder, CO 80302

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    Denver, CO 80211

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    Aurora, CO 80014

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    Denver, CO 80206

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    Lakewood, CO 80226

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    Thornton, CO 80233

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    Denver, CO 80237

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    Highlands Ranch, CO 80126

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    Denver, CO 80239

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    Aurora, CO 80014

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    Castle Rock, CO 80104

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    Denver, CO 80222

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    Littleton, CO 80121

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    Denver, CO 80212

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    Greenwood Village, CO 80111

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    Commerce City, CO 80022

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    Arvada, CO 80005

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    Littleton, CO 80122

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    Highlands Ranch, CO 80126

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    Broomfield, CO 80020

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    Parker, CO 80138

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    Englewood, CO 80112

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    9900 W. Belleview Ave.

    Littleton, CO 80123

  • 3270 N. Eagle Rd.

    Meridian, ID 83642

  • 15 N Ash

    Blackfoot, ID 83221

  • 501 Broadway

    Idaho Falls, ID 83402

  • 2655 East 17th Street

    Idaho Falls, ID 83406

  • PO Box 1507

    Idaho Falls, ID 83403

  • 1625 Northgate Mile

    Idaho Falls, ID 83401

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    Pocatello, ID 83201

  • 290 Idaho St.

    American Falls, ID 83211

  • PO Box 299

    American Falls, ID 83211

  • 4750 Yellowstone

    Chubbuck, ID 83202

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    Pocatello, ID 83202

  • 105 N Arthur

    Pocatello, ID 83204

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    Paul, ID 83347

  • PO Box 900

    Paul, ID 83347

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    Rexburg, ID 83440

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    Burley, ID 83318

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    Saint Anthony, ID 83445

  • PO Box 247

    Saint Anthony, ID 83445

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    Driggs, ID 83422

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    Ashton, ID 83420

  • PO Box 650

    Ashton, ID 83420

  • 103 Main Ave. East

    Twin Falls, ID 83301

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    Meridian, ID 83642

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    Eagle, ID 83616

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    Boise, ID 83702

  • P.O. Box 2557

    Boise, ID 83701

  • 1650 E. Fairview Ave.

    Meridian, ID 83642

  • 8157 Fairview Ave.

    Boise, ID 83704

  • 6700 W. State St.

    Boise, ID 83703

  • 4920 Overland Rd.

    Boise, ID 83705

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    Nampa, ID 83651

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    Nampa, ID 83651

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    Boise, ID 83706

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    Boise, ID 83706

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    Emmett, ID 83617

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    Boise, ID 83704

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    Fruitland, ID 83619

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    Twin Falls, ID 83301

  • 309 S. 9th St.

    Caldwell, ID 83605

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    102 S Wenatchee Ave

    Wenatchee, WA 98801

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    305 E. Second

    Grandview, WA 98930

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    6717 W. Canal Dr.

    Kennewick, WA 99336

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    314 E 3rd Ave Fl 1

    Moses Lake, WA 98837

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    23 W Kennewick Ave

    Kennewick, WA 99336

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    10928 Eagle River Rd

    Eagle River, AK 99577

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Complaint Detail(s)

10/22/2014 Problems with Product/Service
10/17/2014 Billing/Collection Issues | Complaint Details Unavailable
10/17/2014 Billing/Collection Issues | Complaint Details Unavailable
10/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I took out a $30,000 Home Equity Line Of Credit (HELOC) in March, 2002 with Key Bank. In March of 2003 we sold our house in ******** ** for $250,000 which was just enough to pay off the balance of the first mortgage with **** ***. I asked Key Bank if they would release their interest in the house so the sale could go through, if I agreed to take on the HELOC as an unsecured debt and agreed to make all the payments on time. In November 2004 I asked Key Bank to transfer the HELOC to the fixed-rate option, but they did not for reasons unknown to me. I again asked for the fixed-rate option to be exercised in May (?) of 2005, and this time they did, but at a much higher rate of 9.5%.It has now come to my attention that Key Bank policies do not allow for a fixed-rate option on unsecured lines of credit and it should not have been moved to a 9.5% fixed rate loan. Key Bank failed to properly code my HELOC in their system as unsecured and went ahead and moved it to the fixed-rate option costing me thousands of dollars. After a title search on my old house turned up for an unrelated issue with the current owners, Key Bank apparently discovered their error and switched my loan back to a variable rate loan without my knowledge or contacting me in any way. I also believe they were purposely hiding this information from me because they knew I had been overcharged for years.I believe I have been incorrectly overcharged on this loan for 9 years and have tried to get this resolved with Key Bank to no avail. I am asking for your assistance to get my approximately $10,000 of overpaid interest credited to my account.Thank you very much for your assistance with this matter.

Desired Settlement: According to Key Bank's own policies, my HELOC should have been properly moved to unsecured status and the interest rate should have remained variable at 4%. I calculate the difference in payments from 4% to the 9.5% that I have been paying on a $30,000 loan for the past 11 years to be approximately $10,000.

Business Response:

October 1, 2014
 
 
******* *****
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 *** *********’s concerns. 
 
The dispute was resolved to both parties satisfaction.
 
Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.
 
KeyBank considers this matter closed.
 
Sincerely,
 
******** *****
Executive Client Relations
Office of the President
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2014 Problems with Product/Service
9/26/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were on a reage program with Key Bank. They said this payment plan would not affect our credit, and it did. Within the last 30 days they reported another late to our credit, for 2/14. They continue to add lates to our credit without explanation. We have lates reported for: 2/14 1/14 12/13 11/13 10/13 9/13 4/13. We have tried working with them to understand what is going on, but no resolution has been offered. We need help because this is affecting us very negatively and our negotiations and conversations are not getting us anywhere. We sent payments, etc. and they must be being applied late because we have not sent them late.

Desired Settlement: We would like these taken off our credit asap.

Business Response:

KeyBank

4910 Tiedeman Road

Brooklyn, OH 44144


September 2, 2014


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

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

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


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

Line of Credit No. Ending in **** (the “Line”)



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


Your concerns, addressed with the Better Business 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”), we regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose. Please be assured that KeyBank is committed to providing you with excellent service.


I have reviewed your concerns and would like to offer the following:


Our records indicate you entered a verbal arrangement to re-age the Line on September 16, 2013. Please know that an arrangement to re-age is only a repayment plan that is approved once a trial period involving three (3) payments is successfully completed. This period provides proof of your willingness and ability to make at least one (1) monthly payment. Additionally, during this trial E period, credit reporting continues to report all monthly delinquency, as mentioned in the agreement signed by you at origination (copy enclosed).


Our records indicate that the three (3) trial payments were applied to the Line on September 23, 2013, October 21, 2013 and November 18, 2013, in the amounts of $120.00, $242.37 and $275.56, respectively.


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, the Line has been reported accurately, with the most recent reported delinquency dated for December 2013, and there has not been an error on the part of KeyBank. Therefore, we regret that we are unable to honor your request to change the credit bureau reporting on the Line.

We appreciate the opportunity to respond to your concerns with quality and integrity. Please feel free to contact me at ***** ********. if you have any further questions or concerns, and it will be my pleasure to assist you.


Sincerely,


***** *****

Department Manager II, Collections


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/2/2014 Problems with Product/Service | Complaint Details Unavailable
8/30/2014 Problems with Product/Service | Complaint Details Unavailable
8/28/2014 Billing/Collection Issues | Complaint Details Unavailable
8/26/2014 Billing/Collection Issues | Complaint Details Unavailable
8/8/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/4/2014 Billing/Collection Issues | Complaint Details Unavailable
7/31/2014 Problems with Product/Service | Complaint Details Unavailable
7/30/2014 Billing/Collection Issues | Complaint Details Unavailable
7/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I HAD THIS BANK FOR MY STUDENT LOANS NOW FOR OVER 8 YEARS. SINCE I HAD GRADUATED MY FATHER HAS BEEN PAYING THE LOAN OUT OF HIS PRMOISE FOR MY EDUCATION AND CONTINUED TO RELEIVE THE FINACIAL HARDSHIP ON MYSLEF. HE PASSED AWAY THIS PAST FEBRUARY... CONTACTED THEM TO MAKE THEM AWARE OF HIS PASSING AND THAT THEY WOULD GET PAID IN FULL ONCE HIS ESTATE CLEARED ABOUT 3 MONTHS TIME I TOLD THEM. SOON AFTER I RECEIVED COLLECTION CALL AND BEING HARRASSED MULTIPLE TIMES A DAY EVEN ON WEEKENDS @ ALL HOURS. EVERY SINGLE TIME I ANSWERED AND RETOLD THEM THE ENTIRE STORY THEY SAID THEY MADE NOTES ON THE ACCOUNT. I MADE THEM AWARE "I" COULD NOT PAY BUT WE WOULD BE SETTLING THE ESATE SOON AND IT WOULD BE PAID IN FULL. THE CALLS DID NOT STOP AND THE HARRASING CONVERSATIONS DDINT END. I MADE THEM AWARE EACH TIME AND PROVIDED DEATH CERTIFICATES AND DOCUMENTS THEY REQUESTED FOR THIS MATTER. SEEMED EVERY DAY I SPOKE WITH SOMEONE THEY WERE UNAWARE OF THE SITUATION AND SAID WE ARE SORRY WE WILL MAKE A NOTE...HOW MANY NOTES LATER NO ONE SEEMED TO READ IT AND CONSTANTLY UPDATING MY ACCOUNT. THE HARDSHIP OF LOSING MY FATHER WAS BAD ENOUGH AND THIS CUT THROAT BANK SEEMDED TO HAVE NO UNDERSTANDING OR SYMPATHY FOR THE SITUATION...BAD BUSINESS...AND NOT I HAD JUST RECEIVED A LETTER OF THEM DEMANDING PAYMENT IN FULL WITHING 10 DAYS...REALLY??

Desired Settlement: THIS BANK SHOULD NOT BE A HOLDER FOR STUDENT LOAN ACCOUNTS OR ANY FOR THAT MATTER, NO BANKING SHOULD BE DONE THROUGH THEM CONDTIONS, CUSTOMER SERVICE ARE AMONGST THE WORST I HAVE EVER SEEN...EVEN WORSE THEN CREDIT CARD COMPANYS!!! WOULD LIKE TO SPEAK WITH A TOP EXECUTIVE OR SUPERIOR THAT COULD MAKE THIS RIGHT SINCE UNDOUBTABLY HURT MY CREDIT FOR ALL THIS UNDERSTANDING.

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

July 17, 2014

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

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 *** **********’s concerns. Upon speaking with *** ********** please be advised of the following:


*** ********** was advised his concerns were addressed internally. KeyBank found no bank error  and was in accordance with Collections guidelines. *** ********** was not reported to the credit reporting agencies by KeyBank however, the client was advised to reach out to the servicer, ***** ***** and inquire if they had reported anything.  If they had, the client was advised he would need to dispute with them.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called key bank 1-800 number on June 15th to tell them that i needed to stop payment on a bill that was going to be processed on June 16th at midnight the lady i spoke to told me she could help me so that i would avoid any overdraft fees i had $184 in my account i beleive at the moment and she said that i would not be charged the $327 that would be coming out by direct TV and that i would have to pay $34 dollars for them to process this i said that was fine, On June 16th i called my account and the balance was $154 i got $50 in gas that day and that would of left me with 104 dollars i called my account today and i am now Negitive $ 223 dollars and this does not included the over draft fees i will accure. i am highly upset not only was i told that direct would not be drafted out of my account for 6 months after i set it up that i was charged anyways after paying $34 and trying to avoid this whole situation all together. i am not behind on all my bills and can not pay my car payment.

Desired Settlement: I would like to get my all my money back the $104 i already had in my account plus all the over draft fees and $233 dollars taken care of.

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

July 18, 2014

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

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 *** ******’s concerns.

Upon speaking with *** ****** please be advised of the following:

Pursuant to *** ******’s concerns with regards to the Direct TV debit for $327.63; on July 2, 2014, KeyBank Debit Card Dispute area sent a dispute form to the client which *** ****** states she has not received. *** ****** has been advised to visit her local branch to complete a dispute form for the Direct TV debit which in turn the branch will fax directly to the Debit Card Dispute area for review and research. *** ****** will work with KeyBank Debit Card Dispute Area for resolution with regards to Direct TV.

 

Subsequently, on June 19, 2014, KeyBank refunded $34.00 for the Stop Payment fee and on July 16, 2014, KeyBank has refunded an additional $77.00 in overdraft related service charges which will be reflected on *** ******’s next statement. 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Repeatedly, I have requested that KeyBank please send my written confirmation that we have entered into a repayment agreement and that Keybank has received payments toward that agreement. KeyBank has never provided this information. Furthermore, KeyBank sent me a letter confirming that they have received payments toward the agreement that I detailed yet KeyBank wrote, "As of today, there is not a valid repayment plan set up for these loans." This letter from KeyBank is the sole reason that the ** ***** Bar Committee on Moral Character is delaying my certification. According to the Staff Attorney the Committee needs proof that I have come to an agreement with the lender and have followed the agreement for a few payments. I must provide the Committee with the information as soon as possible. Evidence of the cashed payment checks is insufficient. I have paid KeyBank according to the terms of my repayment agreement in a timely manner for the months of December, January, February, March, and April. I plan to continue doing so. I have continuously paid KeyBank. Please provide the letter.This delay is stressful. Therefore, this has been affecting my mental health and well being.

Desired Settlement: Please send a letter confirming that KeyBank and I have come to a repayment agreement and that I have followed the repayment agreement for the months of December through the present day.This letter should be one that I can share with the ** ***** Bar Committee on Character.

Business Response: We responded to the consumer in writing on April 25, 2014.  We will submit a copy of our response separatley.

Business Response:

KeyBank
4910 Tiedeman Road
Brooklyn, OH 44144
 
April 24, 2014
 
*** **** ******
*** ****** ****** ****
*** ********** ** *****
 
Re: **** ******
*** ********** **
CFPB Case No. *************
BBB Case No. ********
Law Achiever Loans Ending in ***** **** *** **** (the “Loans”)
 
Dear *** ******:
 
Your continued concerns addressed with the Better Business Bureau (“BBB”) and the Executive Of?ce’s Of KeyBank has been forwarded to our attention for review and response. Thank you for taking the time to make us aware of your continued concerns.
 
On behalf of KeyBank National Association (“KeyBank”), I regret any inconvenience you may have experienced and any frustration you may have felt since these continued concerns arose. Please be assured that KeyBank is committed to providing excellent service.
 
We have reviewed your additional concerns and would like to share the following:
 
We responded to your initial concerns ?led with the Consumer Financial Protection Bureau (the “CFPB”) on April 17, 2014, a copy of our response is enclosed for your reference. Since then we have received additional correspondence from you, regarding your continued concern through the BBB and the Executive Offices here at KeyBank. Please be advised that our position remains the same.
 
As of the date of this letter, there is not a formal repayment plan in place. As such we decline your request to provide you with a letter, stating that we have agreed to a payment plan and that you have been paying as per the terms of the payment arrangement as we advised you in our April 17, 2014 response. Due to the Cease and Desist order on your account, which was established pursuant to your request, we are unable to call you to negotiate such a plan. If you would like to establish a repayment plan, you will need to contact our Internal Recovery Group at ***** ********.
 
We appreciate the opportunity to respond to your concerns. KeyBank values your feedback and the opportunity to address your concerns with quality and integrity. Please contact me if you have any questions or if we may be of further assistance at 866-********.
 
Sincerely,
 
 
*** *****
Department Manager
Enclosures
 
 

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.

May 7, 2014


Via Electronic Mail


Attn: ******* *****

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

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


Re: Complaint Number ********


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


I am grateful for your organization. Please help!


** requires proof that I have arranged to cure the defaults.

The ** Board of Bar Examiners Committee on Character requires satisfactory proof of arrangements to cure defaults according to ** *****. Key Bank (KB) Loans **** and **** are defaults. KB must provide proof of the arrangement.


KB evades responsibility and impedes my relocation to a place with a lower cost of living. My family experiences economic prosperity in **--my brother bought a home, and my parents retired with bene?ts from government jobs. I need retirement and health insurance.


Based on my experience, two potential ** govt employers encouraged me to apply for employment. l passed the ** bar exam. The Committee withholds certification based on my failure to provide KB’s letter of proof. KB’s actions re?ect poorly on my character.


KB breached the Promissory Note; and the implied covenant of good faith and fair dealing.

Upon admission, my law school recommended KB’s customer service and loan application process. KB advertised: women’s achievement through education, ?exible loan payments, and payments deferred through graduation. I signed the note. AES Graduate Services works on behalf of KB.


While attending classes, KB put my loans into repayment status. KB sent past due notices and threatened to send negative credit reports. KB required economic hardship forbearance based on “unemployment.”


KB practiced self-dealing. 

The day Loan **** dispersed KB transferred my loan to an owner in the KB family and later used this transfer to deny forbearance. After graduation in 2008, the economy crashed and I could barely survive on my income of $4,239. KB refused my requests for consolidation and an income sensitive repayment option. In 2009, I found was laid off and used forbearance.  Over the phone, KB provided misinformation. On paper, KB denied forbearance. 


KB advertised options and then continuously refused to provide them.

KB loans were underwritten poorly and expected high default rates due to high unemployment, and high consumer debt. I submitted my expenses and loan obligations. Despite low earnings, I sent partial payments in good faith. KB denied receipt and insisted on more money. Repeatedly, KB denied requests for modi?cation.


KB sent con?icting info re delinquency.

ln March 2010. KB sent notice of 2 days delinquent. (120 days of delinquency would be July

13, 2010.) KB misreported my delinquency or forbearance, and threatened default. KB put my account into collections and instructed me to pay a different collector—****** *************, ***, C******** *********** ********** **********, ***, *** ******* *****, and M********* ********** ******.


KB exploits marginalized groups.

KB targeted students who applying for assistance understanding contract law; targeting traditionally marginalized groups such as women, low income earners and African Americans. KB used lures of affordability, ?exibility, and options. KB impedes the Community Reinvestment Act goal of assisting low and middle income persons.


KB’s agreement was unconscionable.

The print on the promissory note was designed NOT to be read. KB had sophisticated knowledge of consumer loans and unequal bargaining power. KB made illusory promises and refused to apply payments as directed, modify the payments, or accept partial payments. KB used the Califomia market, but insisted on applying Ohio law. KB applied the Libor index which was purposefully manipulated by financial institutions for illegal gains. Most importantly, KB disregarded my gross annual income.


KB is Fraudulent.

Despite notice, KB induced me to obtain Loan **** and KB refused consolidation. KB’s transfer of Loan **** denied me options. KB lied about forbearance/deferment time and reduced rates. KB refused to provide evidence of oral promises. KB’s response omitted the label of late fees detailed in previous print outs. KB averted the duty to review historical records relating to the accuracy or integrity of their reporting.


KB should not have charged off Loan **** and Loan 700l. My payments were not re?ected in my balance. KB failed to substantiate the accuracy of the charge off claim.


With oversight, KB refuses to provide proof.

KB offers excuses rather than an arrangement. KB violates the law and abuses consumers. KB abuses credit reporting authority. This directly affects my ability to move on with my life and undermines my con?dence in the US banking system. I fear predatory lenders.


My brother passed the bar examination. KB ruined my dreams of being sworn in together in May 2014. KB leads ** to question my character. Please help!

 

Thank you,


**** ****** 

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

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






 

 

 

Business Response:

June 16, 2014
 
*** **** ******
*** ****** ****** ****
*** ********** ** *****
 
Re: **** ******
*** ********** **
CFPB Case No. *************
BBB Case No. ********
Law Achiever Loans Ending in ***** **** *** **** (the “Loans”)
 
Dear *** ******:
 
Your latest correspondence dated June 4, 2014, has been forwarded to my attention for review and response.
 
As we stated in our last correspondence, dated June 4, 2014; “I would like to confirm that while there is no formal payment arrangement in place, our records show that there have been payments of $50 made on Loans ending 7001 and 7003 since December 2013. Please be advised that a ‘charge off’ is an internal accounting function of KeyBank that does not alter your continuing obligation to pay this debt. Since a charged off account is due in full, the only way to hold a loan from collection activity is to arrange a repayment plan with your account manager.” (Enclosed is another copy of the June 4, 2014 correspondence for your reference.)
 
You will need to contact our ******** ******** ***** at (866) ******** to establish an acceptable repayment plan. Your Account Manager is ****** **********. You may contact her directly at 1-866-******** (ext. ****). In addition, you may speak with any Recovery representative if *** ********** is unavailable. Please be advised, KeyBank will periodically review your plan to determine if the minimum monthly payment amount is still an acceptable plan. Our goal is to set repayment plans that will eventually payoff or settle your outstanding debt.
 
Enclosed with your June 4, 2014 letter, were two checks. Check No. **** in the amount of $100.00 and Check No. **** in the amount of $24.63. Check No. **** has been applied to the Loans pursuant to your instructions. Because Loan ending in **** is being serviced by *** **** ******** *******, as noted on the payment coupon you provided, we were unable to apply Check No. **** per your instructions. We have mailed this check to *** with your allocation instructions.
 
Going forward all payments for Loan ending in 7002 should be mailed directly to ***. Any payments made for this Loan that are sent to KeyBank will be directed to *** which may cause a delay in the processing of your payment. In order to avoid any processing delays, please mail your payment directly to the following address:
 
*** **** ********
**** * *** ******* *** *****
*********** ** *****
 
In closing, we have responded to your concerns through our Executive Office, the Consumer Financial Protection Bureau and the BBB since October 29, 2013. Each time we advised you to contact us in order to initiate a formal payment arrangement. Until this is done, we have no additional information to provide with regard to this matter.
 
Please contact me if you have any questions or if we may be of further assistance at 866-********.
 
Sincerely,
 
***** *****
Department Manager II
 

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.

 Continuously, KeyBank's General Counsel violates a professional responsibility to respond to my correspondence regarding charge offs at issue.  KeyBank intentionally, wilfully and knowingly refuses to acknowledge that the reason I send my payments directly to them is because KEyBank's servicer misallocates my funds.  This is what caused the charge offs in the first place. The charge offs never should have occurred. KeyBank intentionally, wilfully and knowingly refuses to correct an error which is directly impacting my life, liberty and the pursuit of happiness.  KeyBank intentionally, wilfully, and knowingly responds to each of my letters with superficial and duplicative responses which refuse to address the issue of correcting the charge offs.


Repeatedly, KeyBank commits fraud. KeyBank intentionally, wilfully and knowingly denies the existence of the repayment plan which has been paid since December.  Over the phone, KeyBank intentionally, wilfully and knowingly acknowledges that my repayment agreement began in February yet refuses to affirm the same in writing.  Similarly, KeyBank once again intentionally, wilfully and knowingly denies the existence of any repayment agreement in this letter.

 

KeyBank must be prosecuted to the fullest extent of the law for using the mail/internet to perpetuate a  fraudulent predatory lending scheme.  KeyBank intentionally, wilfully, and knowingly violates the order to cease and desist with phone calls.   Please help!

 

Regards,

**** ******

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/30/2014 Problems with Product/Service | Complaint Details Unavailable
6/26/2014 Problems with Product/Service | Complaint Details Unavailable
6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a credit card with KeyBank. A few weeks ago I was sent convenience checks in the mail to use with a 0% interest rate for the next 15 months. Before I could use the checks my card was stolen and fraudulent charges were made with the card. The bank notified me of the charges and closed my card number and issued me a replacement card with a new number. I informed the representative that I will be using the checks for a service I already ordered and was to pay upon completion. They informed me new checks will be issued with the same promotion. After I received the card I was informed that I could get checks again but will not be given the 0% interest rate because I have a new card number even though I still have the same credit card account.

Desired Settlement: I would like KeyBank to honor the rate that was offered to me with my account of 0% interest for the checks used by June 30th, 2014 for the next 15 months. I still have the original checks with the offer letter.

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

June 16, 2014

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

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 *** ******’s concerns. Upon speaking with *** ****** on June 13, 2014 please be advised of the following which was presented to *** ******:

The new checks which were issued after the client’s credit card was reported lost/stolen do not carry the promotional rate. Our review found no bank error; however, as a gesture of goodwill and a one time courtesy, KeyBank will be sending *** ****** an Official Bank Check in the amount of $ 6, 755.00 made payable to him. The amount was provided to KeyBank by *** ****** to pay his contractor.  This will be at 0% for 15 months and a 3% balance transfer fee will be assessed. *** ****** has agreed to the terms.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Problems with Product/Service | Complaint Details Unavailable
6/19/2014 Problems with Product/Service | Complaint Details Unavailable
6/14/2014 Billing/Collection Issues | Complaint Details Unavailable
6/12/2014 Billing/Collection Issues | Complaint Details Unavailable
6/12/2014 Billing/Collection Issues | Complaint Details Unavailable
6/7/2014 Billing/Collection Issues | Complaint Details Unavailable
6/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened a checking account online with promo code ******** using $50 initial deposit from another bank. A week later, they closed my account without any notification. I called CS, and was given another number to call to talk to *****, who is in charge of my online account; told me there was a problem with the initial deposit. She can't tell me if I had entered the wrong account information, so I have no idea if it was my fault, my bank's fault, or Key. She told me to just go ahead and open another account. I did and funded it with my credit card instead to avoid a repeat of the problem. A week later, they closed my account again without any notification. I called,and was told to call the fraud dept, who told me that I had a negative relationship due to the earlier initial deposit problem so they closed my account. Why didn't they give me a chance to remedy the first problem before they close my account, or let me know about the negative relationship issue so I can remedy it before applying the second time?

Desired Settlement: Remove the negative relationship so I can open my account without them closing it and apply for my promo code ******** for $200 account bonus which expires on 5/2/2014.

Business Response:


KeyBank National Association
Executive Offices
127 Public Square
Cleveland, OH 44114


May 19, 2014

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 assured that KeyBank is committed to providing excellent service.  We regret any inconvenience or frustration that *** *** may have experienced as a result of this matter.

After careful review of *** ***’s concerns, I would like to offer you the following:

The criteria for qualifying for the $200 Cash Reward promotion 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 (copy enclosed), in order to receive the $200.00 Cash Reward premium, the following must be met:

Establish a new checking account between March 1, 2014 and May 2, 2014, online, 
Make at least one (1) Direct Deposit, in the amount of $500.00 or more, by July 4, 2014, 

Please be advised that direct deposit transactions are limited to Payroll, Social Security, pension and Government Benefits.  Additionally, with regard to *** **i’s concerns regarding the closure of his account, please refer to Section 16 of the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement”), which is provided to all clients at account opening and states, in part, “We reserve the right to close any or all of your accounts at any time for any reason whatsoever.”  

However, in an effort to amicably resolve the concerns of our client, *** *** has been verbally advised that, as of May 19, 2014, his account is now open.  *** *** will need to fund his new account and make the required direct deposit, in the amount of $500.00 or more, within 60 (sixty) days of the account opening date.  Please also note that if the aforementioned qualifying criteria is met, *** *** will receive his $200.00 Cash Reward premium within 90 days of qualification. 
 
Thank you for your consideration in this matter.  If I can be of any further assistance regarding this matter, please feel free to contact me at 1-800-******** and it will be my pleasure to assist you.

Sincerely,

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

Enclosures
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Complaint Details Unavailable
5/27/2014 Billing/Collection Issues | Complaint Details Unavailable
5/21/2014 Problems with Product/Service | Complaint Details Unavailable
5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: July of 2013 we purchased a Class A RV from ********* ** in ********* **. The dealer had our loan being processed through KeyBank out of ********* **. We have had nothing but issues with KeyBank with in regards to getting our RV registered through ******** ******. We were first being told by the Branch Manager, *** ******, that ******** ****** rejected the first paperwork due to us signing the Power of Attorney (POW) incorrectly. This was not told to us until I tried to go in and register our RV from the temp tags to plates. Once we found out about this, we contacted ******** ****** DMV and was told that the POW had expired and that KeyBank did not submit enough taxes and this was the reason it was rejected. We also found out that *** had lied to use (which I have emails to back up this) and submitted our paperwork later than he told me about. My husband contacted *** and asked to speak to his boss and he refused, he said that he was the person "We Get To Work With". *** told us that we would have to sign a open ended POW in order to get this registered correctly. We refused to sign an open ended POW and we were not given any other options through ***. We finally found the number to his boss, ***** ****** (sp?), and she looked into the cased. She asked if we could do a 6 month POW and to mail it to her. I want to point out that it took over a month for her to contact us, look over everything, and finally get us her address, after we had to leave her several voice mails in order to get any answer from her. We mailed the updated POW to her and as of today, March 12, 2014, the paperwork has not been submitted to ******** ******. This has taken close to a year to get resovled and we have been unable to use a camper we purchased but are still paying on. If this does not get resolved, we are thinking of parking the RV on their lawn and let them take care of it, or we will shop our loan so that KeyBank will not received another dime of our money.

Desired Settlement: I want KeyBank to get this resolved ASAP (for we have a grandson being born this weekend and we want to drive our RV down to *******). We are requesting someone from the ******** branch to meet us at the ******** ****** DMV in person so that we know that everything is there and that the DMV has accepted the paperwork and KeyBank to pay all fines and a year worth of registration for this is unexceptable business practice.

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

April 9, 2014

  ******* *****

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 **** *****’s concerns. 

I apologize for the extended amount of time it has taken to make contact with the Better Business Bureau, and want to take this opportunity to assure you that we are thoroughly researching the client's concerns.  Once the research is complete, KeyBank will mail our findings to you.

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2014 Billing/Collection Issues | Complaint Details Unavailable
4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am trying to get a lein release off my title. i have called 8/20/13, 9/20/13,11/19/13, 1/7/14 and 2/5/14 and faxed five (5) copies of my title.the car is a 1990, it has been paid for. i cannot find my paperwork on this vehicle. i've talked with at least 6 people. i get nowhere. all i need is a letter stating that the loan has been paid. i cannot junk this car until the lein is off of the title. Ref ******.

Desired Settlement: I need a letter from the key bank to take the lein off the title. i cannot junk or sell this car with the lein on it.

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

April 9, 2014

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

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 *** *******’s concerns.

Please be advised our office has attempted to make contact with *** ****** via telephone and email. To date we have not received a response from *** *******.  We advised ********** via email, additional information is required to thoroughly research his concerns and request. Due to no response; at this time, KeyBank will consider 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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2014 Problems with Product/Service | Complaint Details Unavailable
4/10/2014 Problems with Product/Service | Complaint Details Unavailable
4/2/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Billing/Collection Issues | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Prior to Thanksgiving I was overlooking my student loan that I have through KeyBank and is serviced by ***** ************** ********. I realized that my minimum payment would not meet my contractual terms of 15 years for my variable rate loan. My payments began in 2003. This is not the first time I have completed this review. Approximately 2-3 years ago I contacted ***** ***** for the same issue and was told not to worry about it because my interest would be less as the loan continues and my terms would be met. When I began my current discussion with ***** ***** I realized this was not true. Throughout my multiple discussions with ***** ***** and Key Bank, each organization was pointing the finger at the other regarding overseeing my account. I have been told that my account was assessed annually and I also have heard quarterly. Each organization was providing differ assessment time frames. Either way why am I behind now needing an increase?During my discussions I found out that due to the fact I had been paid ahead for majority of the loan a choice was made not to change my payment when their were increases in interest. If I have been paid ahead how is that now 10 years later I am behind with my account? The last I knew I was paid ahead of approximately 211.00. As of todays date amount paid ahead in no longer available and my payment date was changed from the 25th to the 6th each month. Why? I am unclear!Also with my conversation with Rhonda Sorensen she made a statement regarding if only had a year left she would feel sorry for me but now they have time to make changes. After my conversation with her I was sent to the Executive Office and spoke with ****** ***** and I was not satisfied with the results.Now my loan has increased 67.37 for the remainder of loan due to poor management of my account. This is not due to an increase in my current interest rate. I strongly feel that I would not of had a significant increase now if my account was properly manage

Desired Settlement: I would like Key Bank to take responsibility for their lack of oversight of ***** ***** over my account. I expect that my balance owed should be two thirds of my original amount as I am two thirds of the way through my loan. If my loans where properly managed I would have had increases and decreases in my monthly payments over the past 10 years. Not a large spike at the end to ensure their mistake was corrected.

Business Response:

KeyBank National Association

4910 Tiedeman Rd.
Brooklyn, OH 44144

January 22, 2014

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

RE: Key Alternative Loan No’s. Ending in ***** ***** **** * **** (the “Loans”)
Better Business Bureau Case No. *******

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

Your continued concerns, addressed with the Better Business Bureau, have been reviewed. Thank you for taking the time to make us aware of your continued concerns regarding the Loans.

On behalf of KeyBank, we regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose. Please be assured that KeyBank is committed to providing you with excellent service.

Our records show that KeyBank previously responded to your concerns in our December 30, 2013 letter to you, which was mailed to the above address. l have enclosed another copy for your review. With regard to your concerns surrounding your payment due date, please be advised that the payment due date for the Loans changed from the 25th day of each month to the 6th day of each month as a result of your November 26, 2013 request with the servicer of the Loans, ***** *****, to have a new payment schedule created. However, please be advised that our review Found that on January 3, 2014, and pursuant to your request, the monthly due date has been changed to the 25th of each month.

Thank you for allowing us the opportunity to respond to your concerns with quality and integrity. Please feel free to contact me at (216) ******** if you have any questions or additional concerns, and it would be my pleasure to assist you.

Sincerely, 

****** ********
Risk/Compliance Analyst, Key Education Resources
Enclosures
cc: ****** *****, Executive Client Relations, Office of the President
Better Business Bureau

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.

I do not agree with Key Banks response.  I have received and reviewed their previous report and a second copy is not needed.  KeyBank still did not address the lack of follow through with reviewing my loan to ensure that I was on track. The author of the response provided by Key Bank is the individual that made the comment referring to we have time to make changes and our loan is guaranteed. I also did not request a payment date change in my November conversation with the loan representative.  If my loan was properly managed and assessed annual as Key bank stated or quarterly as ***** ***** stated my account would not be behind and I would not require a payment increase. I am not going to except anything other than my 231.53 payment for the remainder of the loan and be terminated on its original date.  

Regards,

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

 

 

Business Response:

KeyBank National Association

4910 Tiedeman Rd.
Brooklyn, OH 44144

January 31, 2014

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

RE: Key Alternative Loan No’s. Ending in ***** ***** **** * **** (the “Loans")
Better Business Bureau Case No. *******

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

Your most recent correspondence. addressed with the Better Business Bureau. has been reviewed. Please be assured that KeyBank National Association (“KeyBank") is committed to providing excellent service. We regret any inconvenience or frustration that you may have experienced as a result of this matter.

KeyBank has thoroughly reviewed your concerns, addressed with our Executive Officcs on December 10, 2013, as well as January 14, 2013. Please be advised that our review has found no error on the part of KeyBank or with the servicer of the Loans, ***** *****. At this time, KeyBank has provided final resolution and our decision remains the same. l have enclosed a copy of our previous responses for your review.

We regret that we will be unable to grant your request that your loan payment be lowered to its previous amount. Please be advised that if you submit payment for less than you scheduled amount, your account will fall delinquent and may suffer negative consequences.

KeyBank values your feedback and the opportunity to address your concerns with quality and integrity. Please feel free to contact me at (216) ******** if you have any questions or additional concerns, and it would be my pleasure to assist you.

Sincerely,

****** ********
Risk/Compliance Analyst, Key Education Resources
Enclosures
Cc: ****** *****, Executive Client Relations. Office of the President
Better Business Bureau

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 disagree that a thorough investigation was completed reviewing my claim.  If my account was managed appropriately I would not be in the rears in my account and  I would not require an increase in payment at this current time . The interest rate has remained between 3.12% percent and 3.48% since 7/1/2009.  You failed to adjust my payment appropriately when the interest rate at the highest of 9.48% back in 9/25/2000, 8.29% in 7/1/2006, and 7.78 in 1/1/2008. That is just a few.  I can provide more dates if you would like!  You had told me my payment did not change due to I was paid ahead on my account and was paid ahead over $1,000.00. I was told that my over payment covered the increase in interest that is why I was my payment did not change.  If my over payment covered the increase in interest rate at those times an increase in payment is not justified.   It very clearly shows in the dates shown on the interest rate page on the information provide again on 1/22/2014 letter  that my account was looked at quarterly.  If my account was properly managed quarterly we would not be where we are today as 2/10/2014.  My interest rate has only fluctuated .36% over the past four years.  I know I am not a banker or a mathematician, (but in your eyes a college educated idiot)  a $67.37 increase does not equate to  a fluctuation of .36% over the past four years with. As of 10/1/2013 the interest rate is the lowest it has been of 3.12%.  I should have had a more gradual increase and decrease between 9/25/2000 and 4/1/2009.  You had 8 years and 7 months to make changes and you chose not to.   I will not agree to a change when you had almost 9 years to make a change to keep me on target.  It funny that it took phone call from me to begin a review of my account.  I do not wish to have further contact from ****** ******** regarding this matter.  As I stated previously she had made a comment previously to me regarding if I had a shorter time left on my account she would feel sorry for me and would make a change, but their money is guaranteed and they have four and half years to change it.  I feel that due to me being proactive and being a responsible account holder I feel I am be punished as I have unveiled a corporate defect and they do not feel they need to take responsibility.  It is very clear that **** ******** has no intention of resolving this issue.  Due to her inabilities to resolve this in the past I was sent to the Executive Branch and wish to continue at that level. Their is no need to continuously send me a copy of the documents. I have them and they very clearly demonstrates the neglect of KeyBank and Great Lakes for appropriately managing my account.

Regards,

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

 

 

Business Response:

Executive_Inquiry_Mailbox@keybank.com
1:32 PM 

 

In regards to your request for additional documentation and/or information relating to a case which was submitted to our office, the client can visit http://www.consumerfinance.gov/. KeyBank appreciates the partnership with the Better Business Bureau, but we consider this matter resolved.

Thank you, and please let me know if you need anything additional from me.

****** *****
Executive Client Relations
Office of the President
Phone: 1-800-********
Fax: 1-800-********

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/25/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a credit account with **** bank for several years. About two years ago **** bank contact me and told me they are going to sell my account to Key Bank and they assured me that key bank agreed to keep all terms and conditions (rate, awards, and ...) as it was. I agreed to have an account with key bank if terms and conditions stay the same. But after that I realized that key bank did not keep the terms and conditions the same.(the rewards is not the same and they charge me for daily balance, While **** didn't)

Desired Settlement: I would like key bank to give me the rewards that **** used to give me( for every 5000 they gave me $100 on a plane ticket) and do not charge me for daily balance and refund me the money they charged me so far.

Business Response: Date Sent: 3/13/2014 12:38:32 PM
 
KeyBank National Association
Executive Offices
127 Public Square
Cleveland, OH 44114
 
March 11, 2014
 
*** ******* *****
Better Business Bureau
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 *** ******** received a Welcome Letter from KeyBank regarding her former **** card.  Included with the letter was the new Cardmember Agreement which outlined how the interest charges are calculated.  I have enclosed both the Welcome Letter and the new Cardmember Agreement.
 
In reference to the Rewards Program, the client was automatically enrolled in the KeyBank Credit Card Rewards Program and the accumulated **** Reward Points were transferred into the new program on September 19, 2012.  Additionally, in the Welcome Letter and the CardMember Agreement, it does not indicate that the Rewards Program would remain the same with KeyBank. 
 
In speaking with *** ******** and in the letter dated August 10, 2012, it was explained to her that KeyBank made some changes to the terms of the agreement that governs her credit card account; however, we would not raise any interest rates or fees, and we would not change the way that interest charges would be calculated.  She was also advised that by using her new KeyBank credit card, she agreed to the terms of the Cardmember Agreement.  We included an arbitration agreement with the Cardmember Agreement which gave *** ******** the right to opt out of the arbitration agreement, provided she notified us in writing within 60 days of receiving the agreement.  
 
The Cardmember Agreement states, in part, “Clients continue to earn reward points every time their new KeyBank credit card is used. For clients who participated in an **** Cash-Back Rewards Program, the new KeyBank program offers cash as a redemption option. Membership in the **** Reward Program terminated on September 16, 2012 and as such, clients no longer have access to that rewards program”.
 
Finally, *** ******** was notified that she would be able to review her KeyBank credit card reward points online beginning September 21, 2012 as this is one of the new, exciting benefits of KeyBank’s credit card.  
 
KeyBank has found no bank error; therefore, *** ********’s request for reimbursement of any applicable finance charges has been denied.
 
Please be assured that KeyBank is committed to providing excellent service.  Thank you for your consideration in this matter.
 
 
Sincerely,
 
 
  ******** ******
Executive Client Relations
Office of the President

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2014 Billing/Collection Issues | Complaint Details Unavailable
3/19/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/14/2014 Problems with Product/Service | Complaint Details Unavailable
3/8/2014 Billing/Collection Issues | Complaint Details Unavailable
3/6/2014 Problems with Product/Service | Complaint Details Unavailable
3/5/2014 Problems with Product/Service | Complaint Details Unavailable
3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: been to this bank to seek a loan.dealt with the branch manager.he stated no problem for loan due to my credit history.filled all paperwork first day and was told that i should hear from him the next day. the next day came and was told he needed more documents from me. i came in and produced them to him. a couple days later he told me he needed more documents so i again produced them to him.i waited a couple more days for him to call me, i had to call him at that time he said he needed more documents.i went in and produced more.i waited a week no call from him so i called him,at that time he said he was just going to call me because he needed more documents,at that time 3 weeks later i told him i would go to someone who knows what they are doing. i did and got the loan the next day..he said he would send me my documents i left with him 3 weeks later i am still waiting...no calls no nothing..also called his district manager who said he would contact the manager and get back to me .no call back form him ,going on 4 weeks now.

Desired Settlement: i want my personal documents sent back to me before it gets in the wrong hands, if they haven't already

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

March 4, 2014

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

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 *** ****.

We regret any inconvenience or frustration that our client may have experienced as a result of this matter. All matters have been addressed internally.


Upon speaking with *** **** on March 4, 2014, our client has been advised his documents have been sent certified mail with return receipt to the address on file.


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

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. 

Regards,

 

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/28/2014 Billing/Collection Issues | Complaint Details Unavailable
2/18/2014 Problems with Product/Service | Complaint Details Unavailable
2/4/2014 Problems with Product/Service | Complaint Details Unavailable
1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/31/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Oct.16,2013 my future wife and I went to KeyBank to file a dispute on two UNAUTHORIZED Withdrawals that was taken from my checking account that was connected to my DEBIT CARD ON SEPT.27,2013 and OCT.7,2013 also to Add her to my bank account. After talking to ********* A Key Fraud Rep on Oct.25,2013 around 8:50pm and filing another 2nd dispute{******} FOR 295.00 THAT WAS WITHDRAWN FROM MY ACCOUNT ON OCT.25,2013 FROM THE SAME COMPANY I WAS TOLD THAT THE ACCOUNT WAS NEVER CLOSED, AND SHE SAW WHERE THE SAME COMPANY HAD BEEN TRYING TO DEBIT MY ACCOUNT ONLY TO SEE THAT THE FUNDS WERE NOT AVAILABLE IS WHEN THEY STOPPED TRYING UNTIL OCT.25,2013. After going back to KeyBank on Oct.26,2013 ONLY TO FIND OUT THAT SHE WAS NEVER ADDED TO MY ACCOUNT and THAT my DEBIT CARD WAS NEVER CLOSED. I WAS Sooo UPSET. The transaction On Sept.27,2013 for 100.00 was not authorized. Also on Oct.7,2013 ANOTHER 100.00 was not authorized. The manager **** ****** assured us that the account was closed after those TWO transactions. Only to find out that only 100.00 was disputed. He even took my old debit card and put it in the trash and told me that I did not have to worry. I also have a dispute number that the FRAUD DEPT. for KeyBank gave me after speaking to one of the FRAUD REPS. On Oct.16,2013. THIS IS THE 1st. DISPUTE #********. Here is the 2nd Dispute #******. After going back to KeyBank on Oct.6,2013 The same manager **** ****** called the Key Fraud TO ONLY GIVE US BAD NEWS THAT WE HAD ONLY ONE DISPUTE ON FILE FOR 100.OO I AM SO UPSET. SEAN HOUSEL TOLD ME AND MY FUTURE WIFE THAT IT WAS NOT HIS FAUGHT THAT THE CARD WAS NOT CANCELLED. HE SAID THAT THE FRAUD DEPT. WAS SUPPOSE TO HAVE CLOSED THE ACCOUNT. I DID NOT CARE WHO WAS SUPPOSE TO CLOSED IT. ALL I KNOW IS THAT IF THE ACCOUNT HAD BEEN CLOSED I WOULD NOT BE OUT OF 495.00. PLEASE TELL THE PRESIDENT OF THE COMPANY TO LOOK INTO THIS. I HAVE MANY EMAILS THAT I HAVE SENT TO THE MESSAGE DEPT LOOK UP ALL THESE DISPUTES. {********} {********} {********} {******} HELP ME

Desired Settlement: I WOULD LIKE MY MONEY BACK FROM THE TIME THAT THE DISPUTE WAS FILED. IT WAS THE POOR MANANGEMENT SKILLS FROM KEYBANK AND THE KEYBANK FRAUD DEPT. THAT ALLOWED THAT COMPANY TO TAKE MONEY FROM MY ACCOUNT. I DID ALLOW THE 1st.3 transactions. But after they took 100.00 from me UNAUTHORIZED SEPT 27 AND I SEEN THE BBB REPORT RATED AN "F" I SAID NO MORE. I DID MY PART. I HAVE THE DISPUTE NUMBERS TO PROVE IT. I SENT MANY EMAILS TO KEY ABOUT THIS SITUATION.IF POSSIBLE PLEASE TELL THE CEO TO LOOK ME UP

Consumer Response:

From: ******* ****** ****************************
Date: Thu, Dec 5, 2013 at 11:48 PM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #*******.
To: "info@cleveland.bbb.org" <info@cleveland.bbb.org>


I forgot that I am still disputing 100.00. I never authorized that company to take the 100.00 on Sept. 27,2013. Key Bank did reimburse the 395.00 because I went to the Branch to close my account and the manager's mind was somewhere else and the account was NEVER CLOSED, which allowed ******* to take MORE MONEY from my account  . But KeyBank never reimbursed the 100.00 that the ******* ****** * *********** took from me on Sept.27,2013. I know that I will probably not get the other 300.00 from their company, because I did authorized those transactions at the beginning. Please ask KeyBank to look at ALL the e-mails I sent them starting in Sept.2013 about this company and they will see why I wanted NO MORE DEALINGS WITH ******* ****** * ***********.  I would like my 100.00  PLEASE. Thank You


On Thursday, December 5, 2013 9:55 PM, ******* ****** **************************** wrote:
Just to let you all know that KeyBank did reimburse my money (395.00) that I filed concerning this dispute. Can someone PLEASE HELP me with this situation? I will send you ALL the information I have about this entire situation. I filed a complaint against the company that caused this situation. Here is the complaint ID *******. This is  the BBB  ** ******* ************. The BBB  rep name is ***** *****. The name of the company is ******* ****** * *********** ***. This company rated an F on the BBB scale.  PLEASE HELP ME. I NEED TO FILE MY COMPLAINT WITH THE BBB IN CLEVELAND ABOUT THAT COMPANY. ALL I WANT FROM KEYBANK IS FOR THEM TO NOT LET THAT COMPANY TAKE ANYMORE OF MY MONEY.  If YOU NEED TO MORE INFO, please CALL MY WIFE **** ************ if you cant reach me at ************. My wife is  the one who helps me with All my problems. She is also on my KeyBank account. Thanks for your time and concideration
 

Business Response:

KeyBank N.A.

Executive Offices

<st1:street w:st="on"><st1:address w:st="on">127 Public Square

<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">44114

December 20, 2013

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

Better Business Bureau

<st1:street w:st="on"><st1:address w:st="on">2800 Euclid Avenue, 4th Floor
<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">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 *** ******’s concerns. I have been unable to contact *** ****** to provide to him our resolution; as such KeyBank has responded to *** ******’s concerns in writing. I will forward a copy of our response to you for your file, via email.

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:

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,

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

 

 

Consumer Response:

From: ******* ****** ****************************
Date: Sat, Dec 28, 2013 at 2:59 AM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #*******.
To: "info@cleveland.bbb.org" <info@cleveland.bbb.org>


This message is for ******* *****,
   I am so confused with what is going on. I received a letter on Dec.27, from the Executive Client Relations Office of the President, *** ******* ********. I want to let you know that I am satisfied with KeyBank's response to the BBB Complaint No. *******. I had also filed a complaint with the BBB of Western Pennsylvania against  ******* ****** * ************ ***. Complaint No *******. The BBB rep name was ***** *****. I thought I was responding to that complaint. He was not in my favor.  When I said I did not accept the response, I had no idea that it was KeyBank. If you notice, the complaint numbers are almost the same, and when I seen the message from BBB, I did not focus on which BBB it was since I have been going through so much with this situation. Just make sure you let KeyBank know to tell their managers to stay FOCUS, and PLEASE DON'T LET THAT COMPANY ******** ******, TAKE ANYMORE MONEY FROM MY ACCOUNT. 
          I want to say  Thank you Soooo   Much for your time and consideration
 
From: ******* ****** ****************************
Date: Sun, Dec 29, 2013 at 7:30 PM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #*******.
To: "info@cleveland.bbb.org" <info@cleveland.bbb.org>


Hi **** *****,
I will be sending  ******* ******** a response to the letter I received on Dec.28  He need to now that when **** and I went to KeyBank on Oct. 16 to FILE the Dispute, TO CLOSE THAT ACCOUNT, and to ADD her to my account since I was not able to go to the bank often because of my schedule. None of that Ever HAPPENED Here is that dispute # ********. The ******* *** ****** ******* would have not been able to take any more of my money IF THE ACCOUNT WAS CLOSE THAT DAY, OCT.16th. We found out she was not even added to my account after she went to Key the morning Oct 25 to file the dispute and ***** ********** told her that he could not help her because she was NOT ADDED TO MY ACCOUNT. **** ****** did not work that day.

On Oc.16 The manager **** ****** ASSURED us twice that the account was closed. I talked to the fraud dept. while in the KeyBank office that same day. He even threw away my old debit card and said another one would be issued.

    Well that never happened. After **** noticed that another 295.00 was taken from my account Oct 25, that morning that caused my account to be overdrawn, that is when we called the fraud dept. on Oct. 25 around 830pn and talked to ******** and filed another dispute and that is when SHE closed the account.  Here is the Dispute #  ******.Tell Mr. Richard to look into this matter a little deeper, because I hope this never happen to anyone else. And I am satisfied as of Today. All my money has been returned. Tell *** ******* to PLEASE,,,, DO NOT LET THEM TAKE ANY MORE MONEY FROM ME. Thanks Again

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.

I JUST WANT THIS TO BE KNOWN THAT I AM NOT HAPPY WITH THE WAY KEYBANK HANDLED THIS SITUATION. I AM NOW 482.97 OVERDRAWN ON MY ACCOUNT BECAUSE KEY TOOK THE MONEY OUT THAT WAS REIMBURSED BACK TO ME. I NOW UNDERSTAND WHAT HAPPENED AFTER I TALKED TO THE KEY FRAUD DEPARTMENT A TONIGHT. SO NOW,I AM OVER DRAWN ONCE AGAIN BECAUSE SOMEONE FROM KEYBANK DECIDED TO ADD 495.00 TO MY ACCOUNT A MONTH AGO TO MAKE THINGS BETTER AFTER THE SITUATION I WENT THROUGH WITH KEYBANKS POOR MANAGEMENT SKILLS FOR THE LAST 4 MONTHS. I WISH I HAD BEEN WITH CHASE OR HUNTINGTON BANK. AT LEAST THEY WOULD HAVE INFORMED ME ABOUT THE OVERDRAFT., AND I WOULD HAVE HAD 24HRS TO GET THE MONEYS SITUATION CORRECTED. I AM NOT HAPPY AT ALL WITH KEYBANK. I WILL BE CLOSING TIS ACCOUNT, AND I WILL SEE THAT MY WIFE **** CLOSE ALL HER ACCOUNTS WITH KEYBANK ALSO. THIS IS UNACCEPTABLE.KEYBANK MADE ME FEEL THAT EVERYTHING WAS OVER. I HONESTLY THOUGHT THAT WHEN THEY ADDEDED THAT MONEY TO MY ACCOUNT, THAT THEY WERE GIVING ME THE 300.00 THAT WAS DEDUCTED AT THE BEGINNING FROM THIS FRAUDULENT COMPANY,PLUS 195.00 FOR MY STRESS THAT I WENT THROUGH WITH THIS SITUATION. WELL I SEE NOW, THEY ONLY DID THAT TO GET MORE FEES FROM ME. WELL TELL THEM TO CLOSE THE ACCOUNT AFTER THEY ARE PAID IN FULL BECAUSE I AM NOW FINISH WITH KEYBANK FOR GOOD. I WILL PROBABLY NOT BE AVAILABLE TO TALK ON THE PHONE. SO IF YOU NEED TO TALK TO ME, CALL MY WIFE **** AFTER 2PM ************ SHE IS ON MY ACCOUNT.IF KEY WAS DOING THEIR JOB, THEY WOULD HAVE NEVER ADDED THAT MONEY TO MY ACCOUNT. TELL THEM THAT THE ENTIRE SITUATION WAS UNETHICAL.

Regards,

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

 

 

Business Response:

            KeyBank N.A.

Executive Offices

<st1:street w:st="on"><st1:address w:st="on">127 Public Square

<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">44114

January 22, 2014

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

Better Business Bureau

<st1:street w:st="on"><st1:address w:st="on">2800 Euclid Avenue, 4th Floor
<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">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 *** ******’s concerns. I contacted the residence and spoke with the Co-owner of the Account, who was familiar with *** ******’s concerns. Upon speaking with the Co-owner, I advised that we previously responded to *** ******’s BBB complaint in writing, and were still awaiting the necessary documentation required to review his dispute. It was also advised that the provisional credit issued to the Account has been reversed, and that the clients are now responsible for rectifying any balance owed.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened up an account with key bank about a month ago followed by a advertised promotion for a kindle fire that was advertised online. I entered the promotion code in the system at the time of opening the account. After the account was approved I contacted customer care a couple days later to inquire about that status of my debit card and kindle fire. I learned from the representative that the kindle fire code was on the account but for some reason it was never applied but she can see where i did put the code in there,when she viewed my online application. She told me that she was going to escalate the matter to her supervisor and they will manually place the code on the account. she said it was something that had to be done by a different dept. She also said that she will follow up with me via telephone in a couple days to let me know that it has been added. They never followed up with me at all and still to this day the promotional code have not been added to my account. On 12/31/2013 I made a cash deposit on my account in the amount of 700 dollars,so that i can pay my bills online. I made an attempt to pay my phone bill in the amount of 69 dollars and the card declined. I contacted customer service and was told that 600 dollars wont post until the next buissness day and my available balance is 65 dollars. I told her that im a single mother and on a non contract phone and my phone services expire at midnight. New years is tomorrow,so i have to go without phone services for an additional day because of the holiday and i have 7 children and no way of getting a hold of anyone for emergencies. Also my clear internet bill is due as well. All the rep was able could say to me is there is nothing i can do. In the meanwhile my funds are held up. Now im hoping my child doesn't have a asthma attack. Now im going to be phone less tonight for non payment. I also mentioned to the rep that i cashed my check just so that i can make a cash deposit that is suppose to post the same day.

Desired Settlement: I am open to offers.

Business Response: Date Sent: 1/21/2014 2:31:50 PM
 
KeyBank National Association
Executive Offices
127 Public Square
Cleveland, OH 44114
 
January 21, 2014
 
 
*** ******* *****
Better Business Bureau
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.
 
Upon speaking with *** *******, please be advised the Key Access account *** ******* opened online was not eligible for the 16GB Kindle Fire HD promotion.  As a gesture of goodwill, KeyBank will be sending a $50.00 Key Possibility gift card to the client.
 
The criteria for qualifying for the 16GB Kindle Fire HD promotion 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, in order to receive the promotion reward, the following must be met:
 
Establish a new qualifying checking account between July 7, 2013 and September 20, 2013.
The qualifying checking accounts include the Key Express Checking, Key Coverage, Key Advantage, Key Privilege and the Key Privilege Select Account.
Make one (1) Direct Deposit of $500.00 or more within the first 60 days of account opening.
Direct Deposit transactions are limited to: Payroll, Social Security, pension and government benefits.
 
Please be assured that KeyBank is committed to providing excellent service and the client’s concerns regarding her experience have been addressed internally by all appropriate personnel.
 
Thank you for your consideration in this matter.
 
Sincerely,
 
 
******** ******
Executive Client Relations
Office of the President
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/24/2014 Billing/Collection Issues | Complaint Details Unavailable
1/23/2014 Problems with Product/Service | Complaint Details Unavailable
1/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is regarding Key Bank. They reported late payments for July, August, September, and October of 2013. This is the exact time I set up a payment plan with them, coming out of my ***** **** account. I can send proof of the payments, amounts, ect., upon request. I received a letter from Key Bank, ref. number *****. I am completely unsatisfied with the response. I, in no way, violated our payment agreement, as your company Key Bank did. I was told in June, that setting up these payments would not be negative to my credit, and that anything would NOT be reported to the credit reporting agencies, as we had an agreement/plan.

Desired Settlement: I would like these late payments taken off my credit ASAP. I want a copy of the necessary corrections that were sent to the credit bureaus.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Billing/Collection Issues | Complaint Details Unavailable
1/8/2014 Problems with Product/Service | Complaint Details Unavailable
1/3/2014 Problems with Product/Service | Complaint Details Unavailable
12/26/2013 Billing/Collection Issues | Complaint Details Unavailable
12/21/2013 Problems with Product/Service | Complaint Details Unavailable
12/21/2013 Billing/Collection Issues | Complaint Details Unavailable
11/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Friday Oct. 4, 2013. I called key bank corp. and asked them to not process a debit transaction from ******** ********* as it had already gone through the account.(the payment had already been paid by ACH transaction and it was too late for ******** ********* to cancel the debit transaction)the rep. at key bank assured me the transaction would not go through. On Saturday Oct.5,2013 I checked my balance and saw that the transaction in fact went through,which put my account in overdraft status (the amount of the transaction was 227.22) I called key bank corp. and asked them to reverse the charges and the overdraft fee because that should not have went through per their representative yesterday. Key bank sent the reversal of charges back to ******** ********* and reversed the 33.00 overdraft charge. The rep again assured me that if it came back through again that they would not put it through the account. On Monday Oct.7,2013 I called ******** ********* and asked them to NOT send the transaction back to key bank (just to cover my basis). But ******** ********* did send the transaction back and key bank honored the transaction which put my account again at a negative balance. Tuesday Oct. 9 at 9am I called key bank and asked them the reverse the charges again as that was not supposed to go through, they refused to since ******** ********* sent it back. I called ******** ********* and they said they needed proof that the transaction did in fact clear before they could refund the 227.22 to me. I did a 3-way call with ******** ********* and the bank to resolve this. ******** ********* printed me a check for 227.22 within an hour of that conversation. I took the check to the bank and deposited it which put my account in good standing but not what the balance should have been. At this time there was no overdraft fee charged. My balance should have been 138.00 but it was only 75.36. I sat with the manager at that back for 1 1/2 hour trying to figure out what happened, but never did resolve it.

Desired Settlement: I am requesting $91.00 payment from key bank because of this situation I had to take 4.5 hours off work Tuesday morning to straighten out what key bank representatives assured me twice would not happen. and because of this 5 day fiasco I lost about 18.00 because of the timeline of the transactions going through the bank. On Wed. Oct.9,2013 I called key bank corp because they again charged me overdraft fees, they refunded those back. But this whole situation should not have happened to begin with

Business Response:

            KeyBank N.A.

Executive Offices

<st1:street w:st="on"><st1:address w:st="on">127 Public Square

<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">44114

October 30, 2013

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

Better Business Bureau

<st1:street w:st="on"><st1:address w:st="on">2800 Euclid Avenue, 4th Floor
<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">44115-2408

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

BBB Complaint No. *******

            Key Express Checking Account No Ending in **** (the “Account”)

             

Dear *** *****,

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.

On October 30, 2013 our office spoke with *** ***. Our client was informed that as a courtesy KeyBank refunded a total of $105.50 in appropriately assessed fees between the dates of October 4, 2013 and October 30, 2013. Please note that the $105.50 represents a total refund to the Account.

KeyBank regrets that we are unable to accommodate *** ***’s request for additional financial compensation as our review has found no bank error. At this time, KeyBank will consider this matter closed.

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

Sincerely,

***** *****

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,

******** ***

Business Response:

Date Sent: 11/21/2013 12:18:23 PM
            KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
November 21, 2013
 
 
******* *****
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 our clients concerns. Upon speaking with *** *** she has requested that we respond to the complaint in writing.  Pursuant to her request, I have sent a letter to *** ***.  I will forward a copy of the letter to you, for your review as well.
 
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
 

Business Response:

KeyBank


November 20, 2013

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

Re: ******** ***
************* **
BBB Case N0. *******
Key Express Checking Account No. Ending in **** (the “Account“)

Dear *** ***:

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

Please be aware that as per 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. Our  records indicate that on August 23, 2013, you revoked your consent to overdraft services pursuant to Reg E, thereby not authorizing KeyBank to assess overdraft fees in the event that an item is presented to the Account against insufficient funds.

Please be aware that clients may change your election at any time by calling l-888-********, 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 CAM, OH-**********, KeyBank, P.O. Box 6000, Cleveland, OH 44101. Please note that changes 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.

l have reviewed the Account and determined that the $103.00 in fees that posted to the Account between the dates of October 4, 2013 and October 30, 2013 were in accordance with the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement") and Personal Checking Account Fees and Disclosures (the “Disclosures”), which were given to you at Account opening. Enclosed are copies of the Agreement and the Disclosures for your review. ln an effort to amicably resolve this matter, KeyBank refunded a total of $105 .50 in fees as a good will gesture. Please note that the $105.50 represents a total refund to the Account of fees.

The Account was assessed a Regional ATM Inquiry Fee of $2.50 and $1.50 Excess Employee Assisted Telephone Inquiry Charge on October 23, 2013. These fees were refunded to the Account as an additional courtesy on October 24, 2013 and October 30, 2013. While reviewing the refunds, it was Found that KeyBank credited the Account an additional $2.50 in error, however, KeyBank has made the decision not to debit the Account to prevent further confusion. You can view all of the re?rnds online or by reviewing your October. and soon to be processed, November Statement.

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.

Please keep in mind that KeyBank does not know what transactions are scheduled to occur on the Account, as we would not have 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 I-800-Key2You to place a Stop Payment order.

We are empathetic to the fact that unforeseen circumstances can result in either an overdra? 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 ?-ee client representative support and Online Banking (“OLB").

KeyBank also offers overdraft protection to those applicants that meet our quali?cation criteria. in addition, KeyBank now offers checking accounts with lower overdraft related service charges. l would also like to take the opportunity to explain why these fees were assessed to the Account:

Please be advised that KeyBank processes transactions from highest dollar amount to lowest dollar amount within certain categories. Please refer to Section 6 in the Agreement as it is relevant to paying items on an account in which there may be insuf?cient funds, as well as payment of associated service charges. Also, authorizing items into overdraw when the Account has insufficient funds is discussed in Section 2 of the Agreement.

For additional clari?cation, 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 than 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 keep in mind that we do not know what outstanding checks you have written that will be presented to KeyBank prior to your next deposit. If funds are not available and the checks are submitted for payment, you will be assessed fees.

Our records show the beginning balance on the Account for processing items on October 4, 2013 was $27525. The Previous Day's Activity was processed ?rst. ******** ******** in the amount of $6.08 posted, leaving a balance of $269.17. Under the Current Day Activity, there was a pending transaction from ****** ******* in the amount of $6.97 and then another pending transaction in the amount of $227.22 for ******** *********. Please note pending items are not subject to overdraft fees; however, they do impact the Account‘s available balance. The available balance remaining on the Account after these pending transactions was $34.98. Also under the Current Day Activity it shows that an online payment was automatically deducted in the amount of $227.22 to ******** ********* making the Account balance (-) $192.24. As a result of this online payment, the Account was appropriately assessed a $33.00 Overdraft Item Charge. Our records do show that the $33.00 Overdra? Item Charge was waived as a courtesy on October 7, 2013, the following business day.

Please refer to the Account Detail table on the following page as it illustrates how the Account became overdrawn on October 4, 2013.

Please see enclosed chart.


Please refer to the enclosed Notices of Insufficient Funds and Charges to Your Account (‘Notices“). As an additional avenue of communication, these Notices are provided to KeyBank clients to make them aware that KeyBank declined or paid an item due to insufficient funds in the account. This is done as a courtesy and is not a requirement of KeyBank.

Please be advised that effective November 15, 2013, KeyBank changed the order in which we post items to the Account to better re?ect the order in which the transaction occurred within prior day and cunent day posting categories. KeyBank also noti?ed you of these changes on the September 24, 2013 Account statement (copy enclosed). As this matter occurred prior to November 15, 2013, l have enclosed the effective Agreement and the Agreement that was in effect prior to the change.

KeyBank is unable to honor your request for additional ?nancial compensation as our review has found no bank error. Please be advised, KeyBank considers this matter closed.

KeyBank values the opportunity to address your concerns with quality and integrity. Please contact us if you have any questions or if we may be of further assistance at ***** ********.

Sincerely,
 
****** ******* 
Operations Leaders

cc: Better Business Bureau, inc.
***** ****l, Executive Client Relations. Of?cc of the President
Enclosures


 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Problems with Product/Service | Complaint Details Unavailable
11/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Radio ad indicating if a customer opened a new checking account and met certain qualifications that the bank would deposit $200 into the new account. I opened the new account online and afterwards contacted a local branch to find out when I could expect the $200. It was explained to me that I needed to enter a "promo" code and without that code, I would not get the $200 bonus. They told me that I could call the online customer service number to see if they could add the promo code to the already opened account. I was told no that was not possible. The radio ad did not indicate that a promo code was needed, just simply open a qualifying checking account (which I did), have $500 direct deposited within 60 days of opening (did this too) and the $200 bonus would be given.

From day one, opening the account was a hassle. I opened the account online then proceeded to fund my account in a local branch. The local branch was clueless as to how to open the account, a teller told me that I had to come back to the branch later that day with joint account holder to complete signature cards and order debit cards though I could deposit funds but account was not open until signature cards could be completed. I came back latr in the day with the joint account holder and were told by another bank employee that we would receive signature cards in the mail within 5-7 business days and that debit cards would be ordered once we signed forms. Wasted over an hour of time going to branch twice. Finally received forms in the mail after 12 business days. Went to local branch again with joint account holder to drop off signature forms and cash paycheck. Teller informed us that we needed to speak with a banker to complete opening of account and order debit cards which would take another 30 minutes. We were on our lunch hour and were not able to talk to banker. Another hour wasted. Deposited 2 checks within a week and both were returned unfortunately. Amounts were charged back to account. Attempted to deposit another paycheck on 8/9/13 and was told that funds would be available the next day by teller. Attempted to use debit card on 8/10/13 and it was declined as "unable to use". Called local branch and was told that debit cards were closed as of 8/7/13. Online review of account indicated that $153.71 was available in account. Local branch then informed me that cards were closed due to "fraud" and that they would have to contact their fraud department on Monday (8/12/13) before funds were available and would call me Monday morning. I attempted to close account on Monday and I called the branch on Monday afternoon as I had not been called. I was told that account was flagged and could not be closed until Friday (8/16/13) and no funds were available until Friday.

Desired Settlement: I would like the $200 I was promised in the advertisement. Local branches need training on handling online accounts and Customer Service skills.

Business Response: Date Sent: 10/1/2013 2:55:34 PM
 
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
 
October 1, 2013
 
******* *****
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 our client’s concerns.
 
KeyBank has not been able to make contact with *** ***** to discuss the client’s concerns. The number *** ***** has listed on the BBB complaint is no longer in working order.
 
Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.
 
Regards,
 
******** ******
Executive Client Relations
Office of the President

Business Response:

KeyBank

KeyBank Nlational Association

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

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


October 2, 2013


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

**** *** ***

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


RE: Key Express Checking Account No. Ending in **** (the “Account")

Better Business Bureau Case No. ******* .


Dear *** ****l:


Your concems addressed to the Better Business Bureau have been forwarded to my attention for review and response. We appreciate you making us aware of your concerns regarding the recent Cash Reward promotion associated with the Account.


On behalf of KeyBank National Association (“KeyBank”), we regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose. Please be assured that KeyBank is committed to providing you with excellent service and the circumstances surrounding your concems have been addressed internally.


l have reviewed your concerns and would like to offer the following information:


The criteria for qualifying for the $200.00 Cash Reward promotion are detailed in KeyBank’s marketing materials promoting the offer (copy enclosed). Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. In order to receive the $200.00 Cash Reward premium, the following quali?cations must be met:


-Open a quali?ed checking account online, between June 3, 2013 and September 20, 2013, and enter the offer code ********, AND

- Make a Direct Deposit of $500.00 or more within the ?rst 60 days after opening the Account.


Pursuant to the enclosed marketing ?ier, accounts overdrawn or closed at the time of gi? ful?llment are not eligible for this offer.


Our records show that the Account was opened on July 10, 2013. However, the Account was closed by KeyBank on August 16, 2013 as stated in the enclosed letter, dated August 7, 2013. We regret that we are unable to honor your request for the $200.00 Cash Reward premium.


KeyBank values your feedback and the opportunity to address 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,


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

Operations Manager


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 opened the account in July and made a direct deposit of more than $500 by July 31st.  The advertisement that I heard on the radio never indicated a promo code was needed nor were there any other stipulations indicated on the advertisement or any flyers that I was given by one of the local branches at a later date.  KeyBank did not close my account, I did.  I was so unhappy with how me and my husband were treated that I asked to close the account the first part of August but was not able to as your fraud department froze the account.  It took another 2 weeks of getting multiple stories regarding bank policies from local branch employees before we were able to finally close the account.  We made a mistake by causing our account to become overdrawn however, we took care of it.  I think it is only right that we get the $200 promo that was the reason for opening the account in the first place.

 

Regards,

 

****** *****

 

 

Business Response:

KeyBank National Association

November 14, 2013
*** ****** ** *****
**** *** ***
********* ***** ** **********

RE: Key Express Checking Account No. Ending in **** (the “Account”)
Better Business Bureau Case No. *******

Dear *** *****:

Your concerns addressed with the Better Business Bureau have been forwarded to my attention for review and response. Thank you for taking the time to make us aware of your continued concerns regarding the $200.00 Cash Reward promotion associated with the Account.

With regard to your concerns surrounding the amount of information disclosed by KeyBank's radio advertisement promoting the offer, please note that the radio advertisement states, “Visit key.com/upgrade for full details." Please note that the webpage to which prospective clients were directed disclosed that the appropriate Promo Code of ******** was required,to be entered in order for their respective accounts to be considered for the Cash Reward premium.

Please note that while our review found that the appropriate Promo Code was not entered at Account opening, the Account was also disquali?ed from qualifying for the Cash Reward premium as it was closed on August 16, 2013, by KeyBank’s Fraud Detection and Risk Analysis (FDRA) department. For your review, I have enclosed a copy of the KeyBank FDRA department's August 7, 2013 letter, mailed to the above address, which noti?ed you of our decision to close the Account due to activity that was not in accordance with the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement”, copy enclosed), which is provided to all clients at the time of Account opening. Please note that Section I6 of the Agreement states, in part, “We reserve the right to close any or all of your Accounts at any time for any reason whatsoever...”

Please note that KeyBank decided to close the Account a?er it was discovered that on August 1. 2013, you deposited a check, in the amount of $250.00, to the Account. lt was discovered that the aforementioned check was drawn off of a closed account, in your name, with a third-party ?nancial institution. Subsequently, due to this activity and in accordance with the Agreement, KeyBank closed the Account. 

Additionally, I have also enclosed a copy of KeyBank’s October 2, 2013 signed response to your concerns, in which we disclose we unable to honor your request for fulfillment of the $200.00 Cash Reward premium. Please note that our decision remains the same. KeyBank does consider this matter closed. 

Sincerely, 

****** ******
Operations Manager.



 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/22/2013 Problems with Product/Service | Complaint Details Unavailable
11/22/2013 Problems with Product/Service | Complaint Details Unavailable
11/9/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/8/2013 Billing/Collection Issues | Complaint Details Unavailable
10/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: KeyBank will not let me close my account. I had an account with this bank from the time I turned 18, almost 20 years ago. I moved to a location without any local branch, and switched to a different bank. Because my account was charged a fee for inactivity, I decided I wanted it closed. The Key national customer service told me that they were unable to close it while I had either a positive or negative balance (it was positive at my first call, but fell below zero as the fees piled up) and that I would have to go to a branch. I took a day off and went to the closest branch, where I settled the balance and they assured me that my account was closed. Two months later I received an email that my account was still active, I had new fees, and an overdraft charge. Key customer service directed me to call the branch, they were not helpful. Neither the national customer service nor the local branch can successfully terminate my relationship with this bank. It seems that I have no option but to continue with Key, filling the account with money for the purpose of paying an inactive use fee indefinitely. At no point did I ever consider that closing an account would be out of reach, I assumed that it would be trivial.

Desired Settlement: I would like my account balance settled to 0, the account permanently closed, and a written document confirming the complete and total dissolution of my relationship with the bank (i.e. some proof that my account is really closed beyond the verbal guarantee of the teller).

Business Response:
KeyBank

October 30,2013

*** ***** ******
*** *** **** *****t
******* ** *****

RE: Key Express Checking Account No. Ending in **** (the “Account”)
Better Business Bureau Complaint No. ********

Dear *** ******:

Your correspondence, received on October 22, 2013, and addressed to the Better Business Bureau ("BBB"), has been forwarded to my attention for review and response. Thank you for taking the time to make us aware of your concerns regarding the Account.

On behalf of KeyBank National Association (“KeyBank”), we regret any inconvenience you may have experienced or frustration you may have felt as a result of your concerns. Please be assured that KeyBank is committed to providing excellent service and your concems regarding your experience have been addressed internally.

Our records show that due to an internal processing error, your request to have the Account closed with a zero balance on July 25, 2013 was not completed. As a result, the Account remained open and incurred $34.00 in service charges. Please know that upon discovery of this error, KeyBank immediately took corrective action and, as of September 20, 2013, the Account has been closed with a zero balance. Additionally, please ?nd enclosed Of?cial Bank Check No. *********, in the amount of $34.00, representing reimbursement of the incorrectly assessed service charges referenced above.

Effective September 20, 2013 the Account has been closed at a zero balance per your request. On behalf of KeyBank, we truly regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose.

We appreciate the opportunity to respond to your concems with quality and integrity. Please feel free to contact me at ************** if you have any questions or additional concerns, and it would be my pleasure to assist you.

Sincerely,

***** * *****
Operations Leader 

 

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,

 

David Bulkin

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/26/2013 Problems with Product/Service | Complaint Details Unavailable
10/25/2013 Problems with Product/Service | Complaint Details Unavailable
10/17/2013 Billing/Collection Issues | Complaint Details Unavailable
10/16/2013 Billing/Collection Issues | Complaint Details Unavailable
10/16/2013 Billing/Collection Issues | Complaint Details Unavailable
10/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Keybank's appraisal management system deceived me into proceeding with an application to refinance my home, only to find out that the numbers were terribly skewed. Instead of owning up to and addressing their internal errors, they automatically withdrew funds out of my bank account without any advanced notice. Their practices are deceptive and shady to say the least, and from a consumer perspective, I've never seen such unethical business practices. I've reached out to them on multiple occasions to amicably resolve the issue, but unfortunately, they've been unwilling to cooperate.

Desired Settlement: I'd like a refund of the application charges by Keybank, which was in the amount of $500.

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

September 19, 2013


******* *****
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 our client’s concerns.

Our office has been unsuccessful in reaching **** ******* for additional information which we require in order to thoroughly research her concerns.

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

Regards,

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

Business Response:

KeyBank NA.
Executive O?ices
127 Public Square
Cleveland, OH 44114

September 27, 2013

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

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

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

Your concerns addressed to the Better Business Bureau have been forwarded to my attention for review and response. Thank you for taking the time to express your concerns.

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

I have reviewed your concerns and can con?rm that we responded to the issues you addressed with the Better Business Bureau via mail correspondence on August 9, 2013. We have enclosed this document for your reference. Management has thoroughly reviewed your ?le and the decision remains. Unfortunately, we cannot agree to your request to refund the cancellation fee.

We thank you for your patience and understanding in this matter. This will be our ?nal response
regarding this mortgage application. We know you have a choice of ?nancial services, and we truly appreciate you allowing KeyBank the opportunity to service your banking needs. Please feel free to contact me at (866) ********, ext. *****, if you should have any questions or additional concerns, and it will be my pleasure to assist you.

Sincerely, 

****** ********
Of?ee of the President
Enclosure
cc: ******** ** ******, Executive Client Relations, Of?ce of the President, KeyBank



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2013 Problems with Product/Service | Complaint Details Unavailable
10/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 23 Aug 2013 I closed my checking account and signed saying that my account was closed and no further action was needed. However I come to find that the Bank never actually closed the account and left it open and was still granting charges (such as automatic withdrawls) these charges should have never been authorized and yet they were and then the Bank decided to charge multiple overdraft fees. Upon bringing this issue to the bank manager **** on ***** **. he treated me and my wife subhuman. He treated us like we were stupid and made it very apparent that he did not care about us. His actions towards me and my wife were unacceptable to treat any customer, current or not.

Desired Settlement: I did everything I could, I was operating under the assumption my account was closed. And that no further charges would be granted. Because i signed a document stating that my accounts were now closed. All of the fees associated were bank errors and would like them removed. I would also like action taken against dave and a report to be filed for treating customers in a way unbecoming of a Key Bank Manager.

Business Response: Date Sent: 10/3/2013 12:45:10 PM
 
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
 
October 3, 2013
 
******* *****
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 our client’s concerns.
 
KeyBank spoke with *** ******** on October 1, 2013 regarding his complaint. We advised *** ******** we will contact him upon resolution within 48 business hours. We have resolution to present to our client; however, our phone and email attempts to make contact with *** ******** to provide resolution have been unsuccessful.  
 
Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.
 
Regards,
 
******** ******
Executive Client Relations
Office of the President
 
 

Consumer Response: I did talk with someone from the office.  And all concerns have been addressed. Thank you!

-******** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/8/2013 Problems with Product/Service | Complaint Details Unavailable
9/30/2013 Billing/Collection Issues | Complaint Details Unavailable
9/27/2013 Problems with Product/Service | Complaint Details Unavailable
9/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Key Bank STOLE money from my checking account by charging us a litigation fee that was done in error. The state of ********** mistakenly had Key take out $800 dollars from our account for some judgement that was levied against someone else. ********** immediately realized their mistake and returned the money the very next day. But Key refuses to refund their litigation fee of $75, even though they admitted it was based on a simple mistake. DO NOT DO BUSINESS WITH THIS BANK!! Go local, especially in ******, go to ******** ****** ***** or *** ***** ****** *****, they are awesome!

Desired Settlement: I demand that Key return the $75 they stole from us. They can not justify this charge and refuse to provide an explanation to me. I even had employees from two separate ****** Key branches reach out on my behalf, and they were not given an explanation either.

Business Response: Date Sent: 9/9/2013 6:44:38 AM

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

September 9, 2013


******* *****
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 our client’s concerns.

KeyBank spoke with *** ****** on September 5, 2013 regarding his complaint. We regret any inconvenience or frustration that *** ****** may have experienced as a result of this matter.

Although our review found no bank error; as a gesture of goodwill, on September 4, 2013, KeyBank refunded $75.00 for the Litigation fee. This refund will reflect on *** ******’s next statement  

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



Regards,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2013 Problems with Product/Service | Complaint Details Unavailable
9/5/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/3/2013 Problems with Product/Service | Complaint Details Unavailable
9/3/2013 Problems with Product/Service | Complaint Details Unavailable
8/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our mortgage loan was started in November of 2012 by a gentleman who two weeks later went to another company and took our loan with us without informing us of that. We then had the mortgage application returned to Key Bank and was being handled by a wonderful loan officer **** ******. Throughout the months that we were in contact with him, we never had one complaint about his professionalism, helpfulness and desire to get our mortgage closed. Besides Eric, our entire experience with Key Bank was a nightmare. Due to the major problems in the underwriting department, we lost our original rate, was able to get it back with the help and determination of **** ******, and almost lost our rate a second time when our ten day extension almost expired. Our loan officer was not able to relay updates to us because the process moved so slow that no progress was being made. Even with mistakes made by all parties, underwriting, supervisors and management at Key Bank mortgage could not accomplish anything even with looming deadlines. Our house was completed on June 7th, lost our housing contract and got early occupancy on June 22nd and did not close until July 18th. Seven weeks after the completion of the house, even with mistakes made by all parties is not acceptable. We accrued over $3000 in extra fees, expenses and rent because of this fiasco created by Key Bank. They failed to communicate their needs to us, caused us to sign additional affidavits email them while we were on vacation, and last minute runs to have baby sitters lined up "just in case." Although it was repeatedly stated that "we don't need anything from you at this point. You have done everything we've asked you to do," Key Bank still struggled to get us closed on time. Our county clerk's closes at 4:00 and at 3:50 of our last day of our 10 day extension, we finally closed. If there is a glimmer of hope in this company, it is the loan officer, **** ******, who fought tooth and nail to get us closed in time.

Desired Settlement: With receipts and cancelled checks, we'd like reimbursement for the ridiculous money spent on additional fees, rent and interest because of Key Bank's inability to close in a timely manner. If there were things they needed, we got them to Key almost immediately. We even had to pay a babysitter because she was on "standby" for our first closing date. None of this was our fault, yet we lost thousands of dollars because of Key.

Business Response: August 16, 2013

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

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

Loan No. ********** (“The Loan”)
BBB Case No. *******

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

Your concerns addressed to the Better Business Bureau have been forwarded to my attention for review and response. Thank you for taking the time to express your concerns.

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

I have reviewed your concerns and would like to share the following;

We can confirm that your loan request was registered for processing on December 5, 2012. Unfortunately, ***** ******, the Loan Officer who initially assisted you with your application is no longer employed with KeyBank. As a result, we are unable to provide any additional information regarding the conversation between you and we can also confirm that your new Loan Officer, **** ******, then took over your loan

We try to gather as much information as possible during the initial pre-approval process we then make a lending decision based on that information and condition for its verification during the processing of the loan application. Occasionally, the verification documents we collect do not match the verbal information provided or can lead to additional­ questions. This has more to do with the specifics of our lending guidelines than with incorrect information gathered or provided. We appreciate your compliance in providing the required documentation.

We understand your frustration over the length of time it took to process your loan request your loan registered for processing on December 5, 201.2, and in order to comply with guidelines, we were pending the completion of your home being built throughout the beginning of the process. On May 22, 2013 you emailed your Loan Officer and Loan Processor stating that the home should be completed by May 29, 2013, pending a list' of items and hoped to close by mid June.

We were then informed that a portion of the funds used for the down payment was for the land that you previously purchased, which was not stated in the initial purchase contract. Furthermore, we were then notified that you deeded the land over to the builders but it had not been recorded with **** County. This changed the dynamics of your loan request due to the land deed reflecting that you were still the owners. Purchase transactions will not allow you to buy land if you already own it. The attorney then needed to record the deed and update the title showing that you were no longer the owners. Upon completion of the updated title and purchase contract, your loan then needed to be reviewed by a Credit Risk Specialist to verify that your loan complied with guidelines. Your rate expired by this time and KeyBank was able to approve a rate extension to keep rate of 3.650%. This was to prevent you from being subject to a much higher market rate. Management has thoroughly reviewed your request for reimbursement, and has concluded that it is not warranted.

On behalf of KeyBank, we would like to apologize that your mortgage experience was not a positive one. We have strived to develop a system tailor made for our clientele to ensure a smooth and easy process. We thank you for your patience and understanding in this matter. We know you have a choice of financial services and we truly appreciate you allowing KeyBank the opportunity to continue servicing your banking needs. Please feel to Contact me at (866) ******** ext. *****, if you should have any questions or additional concerns, and it will be my pleasure to assist you.

Sincerely,

****** ********
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.

I feel that much of this problem could have been avoided had the underwriting department of Key Bank been more vigilant in working on our mortgage.  Guarantees should not have been verbally made, fees should not have occurred in order to accept waivers made by the company and had the underwriting department looked at the mortgage as a whole rather than requesting one piece of information at a time, we may have not encountered the problems we did.  In response to their letter, they received notification at the end of May to start closing.  They needed over 7 weeks then to process our mortgage.  That timeline is ridiculous and we should be compensated for being strung along the entire time let alone the fees we accrued and had to pay.  I believe that there are wiser choices than to do business with a bank that shows little compassion, understanding and empathy for the customer.  Key Bank ranks VERY low in this regard. 

Regards,

***** ****

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/15/2013 Billing/Collection Issues
8/9/2013 Problems with Product/Service | Complaint Details Unavailable
8/8/2013 Billing/Collection Issues | Complaint Details Unavailable
8/8/2013 Billing/Collection Issues | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: RECENTLY NEW TO KEY BANK, MADE AN ERROR IN MATH, THIS WAS MY FIRST OVERDRAFT TO THE ACCOUNT THAT WAS WITHDRAWN FROM THE ACCOUNT. I HAVE IT SET UP ON MY CELL PHONE TO RECEIVE WHEN THE ACCOUNT GOES BELOW A CERTAIN THRESHOLD. I IMMEDIATELY WENT TO THE BANK WITH CASH TO DEPOSIT BEFORE THE DEBTS WERE POSTED AS ONLY PENDING. WITHIN A FEW DAYS AFTER THE DEPOSIT AND THE DEBTS THE BANK OVER-DRAFTED THE ACCOUNT THREE TIMES, I CALLED THE BANK TO ASK THEM BECAUSE I IMMEDIATELY CORRECTED THE ACCOUNT WITH CASH IF THEY COULD REMOVE THE THREE OVERDRAFTS. THE BANK STATED NO DUE TO THE DEBTS WERE PENDING BEFORE THE CASH WAS DEPOSITED, EVEN IF NOT POSTED, THE DEBTS POSTED BEFORE THE DEPOSIT AS THE DEPOSIT WAS MADE AFTER, WHICH I WAS WELL AWARE OF. I TOLD THEM ONLINE WHEN VIEWING IT WAS NOT OVER-DRAFTED UNTIL A FEW DAYS LATER. CUSTOMER SERVICE WOULD NOT COMMENT. I CONTACTED KEY BANK ONLINE IN WHICH WAS TOLD THE SAME, HOWEVER RESPONDED SAME TO KEY AS IN THIS COMPLAINT BEING FILED THAT BECAUSE I IMMEDIATELY CORRECTED WITH CASH IF THE OVER DRAFTS COULD NOT BE REMOVED AS THE DEBTS WERE NOT POSTED TO THE ACCOUNT, BUT WERE PENDING, AND THE ACCOUNT WAS NOT FACTUALLY OVER-DRAFTED UNTIL DAYS LATER AS TO WHAT WAS NOT DISCLOSED TO ME AS TO WHY THE ACCOUNT WAS IN GOOD STANDING WITH NO OVER-DRAFT CHARGES UNTIL DAYS LATER, AND THEN DAYS LATER OVER-DRAFTED. I ALSO MENTIONED THAT SOME BANKS HAVE TOLD ME THAT IF IMMEDIATELY CORRECTED THEY WILL NOT OVERDRAFT, BUT KEY WOULD NOT COMMENT, AND WOULD NOT WORK WITH ME AS A CUSTOMER WHOM I ALSO TOLD THEM I DEPOSITED JUST ENOUGH CASH TO BRING THE ACCOUNT TO GOOD STANDING BUT WITH THE OVERDRAFTS I HAD TO GO TO A CASH ADVANCE WHICH PUT ME IN MORE DEBT BECAUSE OF THEIR LACK OF BUILDING A CLIENT RELATIONSHIP WHEN IMMEDIATELY CORRECTED WITH CASH.

Desired Settlement: THE THREE OVER-DRAFTS CREDITED BACK TO THE ACCOUNT WITH THE TOTAL BEING $51, AND THE CASH ADVANCE FEES PAID OF $25 DUE TO THEIR LACK OF BUILDING A GOOD CUSTOMER RELATIONSHIP WITH A REASONABLE REQUEST TO CREDIT THE THREE OVERDRAFTS OR THE ACCOUNT WOULD OVERDRAFT AGAIN DUE TO ONLY ENOUGH CASH TO COVER THE MATH ERROR THAT WAS CORRECTED THE SAME DAY WITH A CASH DEPOSIT BEFORE THE DEBTS WERE POSTED AS IT WAS ONLY PENDING.

Business Response:

Date Sent: 7/24/2013 1:33:56 PM
 

 

 
 

KeyBank N.A.
 
Executive Offices
 
127 Public Square
 
Cleveland, OH 44114
 
 
 
July 24, 2013
 
 
 

 

 

 

 

******* *****
 
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 Rose Mullet. Thank you for making us aware of our client’s concerns.

 
 
On July 24, 2013 our office made contact with *** ****** via phone. It was explained to *** ****** how the account overdrew and how to prevent this in the future. Although KeyBank found no bank errors, as a courtesy, we have refunded $54.00 to the account on July 24, 2013 which represents 100% of the fee refunds.

 
 
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:

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,

 

 

**** ****** 

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/20/2013 Problems with Product/Service | Complaint Details Unavailable
7/11/2013 Billing/Collection Issues | Complaint Details Unavailable
7/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I haven't received a monthly statement from this bank for a very long time. When I tell them exactly that, nothing happens. I look for the email, I ask for a paper statement of my account; I've asked them to document my calls about this problem. The error is on their end. My frustration is the price I'm paying in many ways. I'm a risk, I'm in collections, I'm in default of my loan. All other mailings from Key find this address, but no monthly statement. No one there will help me. How do I resolve this?

Desired Settlement: I'm unable to draw anyones attention to my issue. Are you able? This weight; other than the debt, must be shifted to the people responsible for this neglect. I would like to clear my name, my wife inclusive; in this matter. All the late charges and whatever and or whoever was added to my home loan will need to be modified.

Business Response: Date Sent: 6/12/2013 2:10:38 PM

 

KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

 

June 12, 2013

 
    

******* *****
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 our client’s concerns.

 
KeyBank has been unable to make contact with the client to discuss his concerns. Calls have been placed to the phone number provided in the BBB complaint on June 10th and 11th, 2013.

 
Additionally, on June 11, 2013 an email was sent to the client’s email address which was provided in the complaint.   

 
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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Billing/Collection Issues | Complaint Details Unavailable
6/19/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, Thank you for your quick response on my email. Yes I would like BBB contact the company on my behalf. They the Bank should have notified me well in advance of the requirement (like 2/3 months ahead), only that I found out when I call the bank for the current CD rates and at the point when the rates were too low I requested the bank to close my account on mature date and send back my money. They the bank is refusing to do just that. If the bank needs to verify who I am than send your people, I will be glad to identify myself at any given time. To me truly customer is not number 1 with this company.(BANK)

Desired Settlement: When CD mature on May 28, 2013, just send funds back!!!

Business Response: Key Bank

May 23, 2013

*** * **** ******* *****
**** ** ***** **.
****** ** **********

RE: Key “Certificate of Deposit Account No. Ending in **** (the “CD”)

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

Thank you for taking the time to contact the Executive Offices of KeyBank National Association (“KeyBank“). We value your feed back and have reviewed your concerns regarding the closure of the CD.

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.

To ensure that the CD is closed property, we require a notarized letter of instruction signed by both of you as the co-trustees. In order to expedite the process, you can fax your request to l-216-********. Please be sure to advise us if you would still like the check mailed back with a return receipt.

Thank you for allowing us the opportunity to respond to your concerns with quality and integrity.

Please feel free to contact me at ***** ******** if you have any questions or additional concerns, and it would be my pleasure to assist you.

Sincerely,

***** *********
QA Manager

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

Business Response: Date Sent: 6/14/2013 3:20:04 PM



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

 

June 14, 2013

 
 

******* *****
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 our client’s continued concerns.

On May 28, 2013 a letter was sent to the client addressing his concerns advising the client of our requirements in order to close his KeyDirect Certificate of Deposit (CD). At this time our position remains the same.

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

 

 

 

                                                                                                                                                                                                                                        © 2013 KeyCorp
   

 

Consumer Response: From: ******* ***** ****************************
Date: Tue, Jun 18, 2013 at 10:54 PM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #*******.
To: info@cleveland.bbb.org
Cc: ******* ***** ****************************

Hello,

    Thank you for your assistance on this matter. First I like to update my new phone number ************ has been changed and the new number is ************.  Yes I did receive the letter from the bank but that does not iron out my compliant. The bank just sent the letter so the bank will look good. My complaint remains unsolved. When I first received the maturity letter it did not mentioned about the certified letter request, so the bank clearly failed to inform me as a client that a certified letter will be required. Just when I mentioned over the phone to close the account on maturity date than they the bank started this process. The right thing is to release my own money right away and send the funds to me. (Congressional will be my next step if this is not resolved in few days)

 

Thank you,
******* *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/18/2013 Billing/Collection Issues | Complaint Details Unavailable
6/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I found out that my account was in negative standing when my check was rejected at a store. After contacting Telechecks, I immediately contacted Key Bank to find out more about the debt of $89.12. Although I was never contacted to collect the debt by phone or mail, I requested documentation to understand the negative balance. This account was primarily used to pay child care. I still have not been provided the requested information. Furthermore, I paid the debt off the following business day after learning about the debt to reinstate my check-writing privilges. Key processed the transaction on 11/6/12. I was told that Key would notify the necessary parties after I settled the matter with them, just as they had done to report it. I have spoken with 3-4 Key representatives (Fred Body, Kristin, *******...) on separate occassions since Oct, 2012, with no resolution. I have faxed a dispute to Key "credit research" as requested last year with no resolution. Key has also not followed through on the promise to send me record of settling this debt. It has been over 6 months that Key has had the payment that I would have gladly paid if notified; however, I still do not have check-writing privileges, which Key controls. I have made numerous time-consuming calls, being passed around, between Key, Telechecks, and Chexsystems with no resolve. The last call was April 15, 2013, at which time I spoke to *******, who referred my matter to the management line. When I asked, she indicated that she was unsure when, or exactly from who, I should expect a call. Nevertheless, she agreed that a week was more than reasonable timeframe. To date, I have not received a call. I have never had an issue with a bank, and have done my part. What responsibility did Key have to notify me prior to reporting to Chexsystems, and why doesn't Key have a responsibility to update their reporting now?

Desired Settlement: 1)Review the appropriateness of the Chexsystems reporting 2)Update the reporting to any and all creditors such as Telechecks, Chexsystems,etc. 3)Provide me with the requested documentation for my records

Business Response: Date Sent: 6/4/2013 1:51:09 PM
 

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

 

June 4, 2013

   

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

 

 

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

BBB Complaint No. *******

 

Dear *** *****:

 

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

Our office has spoken with *** ********* and she was advised that on December 11, 2012 a Paid in Full letter had been sent to the address on file with KeyBank. On May 28, 2013 KeyBank sent another Paid in Full letter advising the client all appropriate credit bureau agencies have been notified. *** ********* acknowledged she received the letter dated May 28, 2013.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Billing/Collection Issues | Complaint Details Unavailable
5/31/2013 Problems with Product/Service | Complaint Details Unavailable
5/17/2013 Billing/Collection Issues | Complaint Details Unavailable
5/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a deposit with this bank and the clerk changed my deposit slip and shorted my deposit of $133. I use the drive thru banking as I am disabled, so could not watch her. There were no other cars in the parking lot, however it took her about 15 minutes to take care of my transaction. I counted my cash of $117.00 which it should have been, with a $250 deposit for a total of $367 the amount of the check. Since the cash was correct, I did not even look at the deposit slip. I realized upon checking my bank account online that the deposit was credited only for the amount of $117, When I requested a copy of the deposit slip it is NOT my writing. and the amounts had been reversed to read $250 cash and $117 deposit which is opposite of what I had written, but when I talked to the branch manager he told me if I had bothered to go inside that there are cameras on all tellers and that the teller who waited on me had balanced out, so I was the one that was wrong, and that I must have put the extra money in a different pocket.

Desired Settlement: I want the money back that was not in the amount of $133 and an apology from the teller, *******, because she made me look like a liar.

Business Response:

 

<v:path o:extrusionok="f" gradientshapeok="t" o:connecttype="rect"><o:lock v:ext="edit" aspectratio="t"> 

KeyBank N.A. 

Executive Offices 

<st1:Street w:st="on"><st1:address w:st="on">127 Public Square 

<st1:place w:st="on"><st1:City w:st="on">Cleveland, <st1:State w:st="on">OH <st1:PostalCode w:st="on">44114 

 

April 29, 2013 

 

******* ***** 

Better Business Bureau  

<st1:Street w:st="on"><st1:address w:st="on">2800 Euclid Avenue, 4th Floor
<st1:place w:st="on"><st1:City w:st="on">Cleveland, <st1:State w:st="on">OH <st1:PostalCode w:st="on">44115-2408 

 

 

RE:                   * **** *****

BBB Complaint No. *******

 

 

Dear *** *****: 

 

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

 

The client’s concerns have been thoroughly researched and after further review, KeyBank found no bank error but due to the frustration the client experienced and to resolve this amicably KeyBank has credited *** ****** account $133.00 on April 26, 2013. *** ***** was verbally notified today. 

 

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 

 

 

 

                                                                                                                                                                                                                                        ©KeyCorp 

                                                                                                                                                                                                                                         2013   

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2013 Billing/Collection Issues | Complaint Details Unavailable
4/30/2013 Problems with Product/Service | Complaint Details Unavailable
4/24/2013 Billing/Collection Issues | Complaint Details Unavailable
4/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Key bank charged me 6-8 38.50 overage charges for no reason.I had the money in my account before the charges posted my account but because the money wasnt there when the charges first came threw key bank decided to sock me with over 300.00 in overage charges for no reason.I don't feel that they have the right to charge me these charges and its not fair.Im closing my account first thing Monday moring and going to a bank that dosent charge useless overage charges because I don't have money that I can't just throw away and basicly let bank steel from me.

Desired Settlement: I would like a refund of my overage charges because I don't feel I should have had to pay them the money was in my account before the charges posted my account.I have talked to key bank they don't seem to care about fixing this problem it seem they like steeling there customers hard in money not literally just hipertheicaly with there practices they use.

Business Response:

KeyBank N.A.
50 Fountain Plaza
Buffalo, NY 14202
April 11, 2013

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

RE: Key Business Reward Checking Account No. Ending in **** (the “Account”)
Better Business Bureau Case No. *******

Dear *** ****:

Your concerns addressed with the Better Business Bureau have been forwarded to my attention for review and response. Thank you for taking the time to make KeyBank National Association (“KeyBank") aware of your concerns regarding the Account.

On behalf of KeyBank, we regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose. Please be assured that we are committed to providing you with excellent service.

Please be aware that as per Regulation E (“Reg E”), personal banking 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, however, that this requirement of Reg E does not pertain to business banking clients.

I have reviewed the Account and determined that the $366.00 in overdraft-related service charges assessed to the Account since March 20, 2013, were in accordance with the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement”) and the Small Business Checking Account Fees and Disclosures (the “Disclosures”), which were given to you at Account opening. I have enclosed the most recent copies of the Agreement and the Disclosures for your review. Our review found no bank error. However, on April 10, 2013, and as a gesture of goodwill, KeyBank refunded $182.50 to the Account. This fee waiver will be reflected on the next Account statement. We regret that we are unable to honor additional requests for reimbursement of appropriately assessed service charges.

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 (“OLB”). KeyBank also offers overdraft protection to those applicants that meet our qualification criteria. Please visit www.key.com'business/lines-of-credit/business-banking-loans-lines to view accounts that may suit your needs.

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.

Please be advised that KeyBank processes transactions from highest dollar amount to lowest dollar amount within certain categories. Please refer to Section 6 in the Agreement as it is relevant to paying items on an account in which there may be insufficient funds, as well as payment of associated service charges. Also, authorizing items into overdraft when the Account has insufficient funds is discussed in Section 2 of the Agreement.

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 keep in mind that KeyBank does not know what transactions are scheduled to occur on the Account, as we would not have 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 I-888-KEY4BIZ to place a Stop Payment order.

Our records show that on March 20, 20l3, the beginning available balance in the Account was $7.13. An automatic deduction from ********, in the amount of $45.44, was presented to the Account and paid into overdraft. Subsequently, the Account was assessed a $34.00 Overdraft Item Charge, resulting in an end of day Account balance of(-$72.31).

Please refer to the Account Detail table below, as it illustrates how the Account became overdrawn on March 20, 2013:

Account Detail
‘Items are processed to the account from previous day first (deposits. then withdrawals), followed by current day (deposits, then withdrawls).

See attached chart.       
          
Additionally, please note that on March 28, 2013, because the Account was overdrawn for five (5) consecutive business days, and in accordance with the Disclosures, the Account was assessed a $28.50 Recurring Overdraft Service Charge.

For your review, I have also enclosed copies of the Notices of Insufficient Funds and Charges to Your Account, which KeyBank made available to you since March 21, 20l3 and illustrate how the Account incurred overdraft-related service charges since March 20, 2013.

Please be advised that as of April l1, 2013, the Account has a negative balance owing KeyBank of (-$358.09). If you would like to make the arrangements to reconcile the Account, you may contact us at 1-800-877-2860, and we will he pleased to assist you. If the amount owed to KeyBank remains delinquent, the Account will be closed by KeyBank and the negative balance will be referred to a collection agency. In addition, the Account may then be reported to ChexSystems.

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

Sincerely,

****** ********
District Operations Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2013 Problems with Product/Service | Complaint Details Unavailable
4/19/2013 Billing/Collection Issues | Complaint Details Unavailable
4/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2007, my wife and I filed for bankruptcy due to medical problems. At that time, we requested to reaffirm on our mortgage agreement with KeyBank and for the past 6 years they have sent me a monthly statement for my payment. We have paid this every month like clockwork.Two years ago,when the interest rates started to fall, we felt that we should refinance our house. We found that KeyBank was not reporting our mortgage payment to the Credit bureau, instead, KeyBank was reporting our mortgage as a write-off included in our Bankruptcy. In correspondence, they said that the mortgage was being reported correctly and that a reaffirmation was never on file. They admitted that somehow they had let it fall through the cracks. KeyBank is reporting this as a write-off, but yet still sending me a monthly mortgage bill, that we have paid continually. The bank doesn't seem to want to correct their mistake and my wife and I suffer because of it. How can KeyBank file this as a write-off with the IRS and still bill me for the last six years? Does this not constitute TAX FRAUD on their part? All we are trying to do, is refinance our home.There is such a thing as THE FAIR CREDIT REPORTING ACT, I believe that KeyBank is in breach of this act. KeyBAnk has not returned any of our calls and we were told that the department that handles such things would not even talk to us.

Desired Settlement: This whole matter could be settled by KeyBank issuing A REAFFIRMATION LETTER and reporting our payments as paid on time as agreed, to the CREDIT Bureau. Then, my wife and I could refinance.A litigation procedure could be avoided. All KeyBank has to do, to rectify their admitted failure, is to send us the reaffirmation letter in the first place. Please help!!

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

March 18, 2013

******* *****
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 our client’s concerns.

KeyBank  is currently reviewing the concerns which have been brought to our attention, and will be responding in writing to the client. KeyBank will forward a signed copy of the letter to the Better Business Bureau.

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/13/2013 Problems with Product/Service | Complaint Details Unavailable
4/6/2013 Billing/Collection Issues | Complaint Details Unavailable
4/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a student loan from KeyBank which I paid off back in 2009. I have not heard anything about a balance from this company for over 2 years. About 6 months ago I started receiving calls that I owed a balance of ****. I immediately asked for proof of this balance. The first response I received was a letter with an amount -- nothing to verify how they achieved this balance. I called again. The response to this call was another letter with a list of payments that I made from 2007-2009 -- with no balances listed. Again, I called and requested a statement that showed what was due and what payments I made to verify that I still owed this balance. I heard nothing back. Yesterday, I received a collection notice. I'm trying to resolve this issue with no proof from KeyBank and they sent it to collections. I spoke with the collections company and they marked it as a dispute but I'm sending a formal complaint in writing to KeyBank, the Better Business Bureau and the *** Attorney General's office. I found out that this has been sitting on my credit report (and my mother's as co-signer) for over 2 years without any notice from KeyBank. I don't understand how a company can just show up 2 years later and say you owe a balance and not give any kind of proof as to how they resulted in that amount.

Desired Settlement: I wish for this "balance" to be deleted from my credit report and closed. I do not owe this balance and it's hurting my credit.

Business Response:

 

<v:path o:extrusionok="f" gradientshapeok="t" o:connecttype="rect"><o:lock v:ext="edit" aspectratio="t"> 

KeyBank N.A. 

Executive Offices 

<st1:Street w:st="on"><st1:address w:st="on">127 Public Square 

<st1:place w:st="on"><st1:City w:st="on">Cleveland, <st1:State w:st="on">OH <st1:PostalCode w:st="on">44114 

 

March 14, 2013 

 

******* ***** 

Better Business Bureau  

<st1:Street w:st="on"><st1:address w:st="on">2800 Euclid Avenue, 4th Floor
<st1:place w:st="on"><st1:City w:st="on">Cleveland, <st1:State w:st="on">OH <st1:PostalCode w:st="on">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 our client’s concerns.  

 

*** ******* has filed this complaint with the Attorney General’s Office and KeyBank will be responding in writing to the client and the Attorney General.  

 

Please be advised KeyBank will send the final written response to the Better Business Bureau.  

 

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 

 

 

 

                                                                                                                                                                                                                                        © 2013 KeyCorp 

 

 

 

 

Business Response: KeyBank
4910 Tiedeman Road
Brooklyn, OH 44114

March 27, 2013

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

Re:******** *******
******** **
AG File No. ************
Key Alternative Loans Ending in **** and **** (the “Loans”)

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

Your concerns addressed with the ***** ** *** **** Office of the Attorney General have been forwarded to our 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”), we 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.

We have reviewed your complaint and would like to address your specific concerns:

Our records show that you have two (2) Key Alternative Loans. Both Loans were one hundred eighty (180) days past due in payments when they charged off on ******** *** ****, in accordance with KeyBank’s Credit Policy. Loan ending in **** charged off in the amount of ******* and Loan ending **** charged off in the amount of *******. Please be advised that “charge-off’ is an internal accounting function by KeyBank and that you are still obligated for payment of this debt plus interest.

Prior to KeyBank receiving formal notification of your bankruptcy filing effective ******** ** ****, KeyBank sent you demand letters for both Loans on ******* *** **** demanding the entire balance be paid in full for both Loans. Enclosed is a copy of both letters. Because of the bankruptcy filing, by law, KeyBank had no further contact with you. On******* *** ****, KeyBank’s records reflect the bankruptcy was discharged; however, these Loans were considered non-dischargeable.

Your letter asks, “How can a debt go over 2 years without some kind of statement or notice?” As stated above, once you filed for bankruptcy, KeyBank stopped all correspondence with you. It was your responsibility to contact KeyBank to make payment arrangements on your Loans. As a result of non-payment, both Loans charged off. Once a loan charges off no statements are generated since the full amount is due and owing at the time of charge off.

Enclosed is a copy of ***** ****** payment history prior to charge-off which includes the payment history for both Loans. The breakdown from ***** ***** is not available for each disbursement; however, the history includes the total payments on both disbursements. In addition to the payment history, enclosed is a quick reference guide explaining how to read a ***** ***** payment history. The last transaction on the payment history with a reference code of AX indicates the transition from ***** ***** to KeyBank as a result of the charge off Please note there have been no payments received after the charge-off on Loan ending ****. Also enclosed for your reference is a copy of the Note and Truth in Lending.

The payoff letter dated ******** *** ****, that you reference in your complaint does have a clerical error and the Loan number referenced is incorrect. We apologize for this oversight. The correct Loan number for the information quoted in that letter should be for Loan ending ****. Please note the information quoted was correct as of the date of that letter; however, the balance has since increased due to additional interest that has continued to accrue in accordance with the Note.

KeyBank received a payment of ****** on ******** *** ****. Loan ending **** had ****** applied to it and Loan ending **** had ****** applied. Please be advised that ****** was the last payment received by KeyBank on Loan ending **** prior to and post charge off. As a courtesy, KeyBank has stopped all interest from accruing on this Loan. The pay off amount owed on Loan ending **** is *******.

Servicing comments on these Loans show that on ***** *** **** you confirmed with an agent that you had set up a payment arrangement to pay off Loan ending ****. You further stated that you would make payment arrangements for Loan ending **** once Loan ending **** had been paid.

As promised, a payment to Loan ending **** was received on ***** ** ****, in the amount of *******. This payment satisfied the remaining balance on Loan ending ****; however, our records do not reflect that any other payment arrangements were made by you to satisfy the Loan ending ****.

Your letter requests an explanation of a billing statement for Loan ending in **** showing that you owe *******. The billing statement was generated for you on ******** *** ****, pursuant to your request. The statement shows at that time the balance of *******, the ******* payment that was due on ****** *** **** and the last payment of ****** that was applied to the Loan on ******** *** ****.

When a payment is received, it is posted to the charged off Loan once we have received confirmation that the payment has cleared. The payment is then backdated to the date the payment was received. Payments that have been posted to the charged off Loan are then applied in the following order: the outstanding principal balance is paid first, once the principal balance has been satisfied, we then apply the payments to any fees that were incurred throughout the life of the Loan and throughout the charge off process. When the fees have been paid, the payments will then be applied to the outstanding interest.

Please be advised that Loan ending in **** is in the process of being recalled from ********* *********** ********** ********** and will be serviced in-house by KeyBank. Please contact KeyBank’s Internal Recovery Department at (866) ******** to make payment arrangements.

We have reviewed our reporting of your Loans to the credit bureau reporting agencies. The information available to us shows that the credit bureau agencies are reporting both Loans as Chapter 7 Bankruptcy. We did not see any evidence that the Loans are showing as charged off by KeyBank. If you believe this is not accurate, please contact us.

As a goodwill gesture, KeyBank is willing to accept ******* as settlement in the remaining Loan ending in ****. If this resolution is acceptable to you, please call KeyBank’s Internal Recovery Department at (866) ******** to discuss this option. If we do not hear back from you by April 28, 2013, KeyBank will rescind this offer and the current payoff balance of******* will be due and payable.

Please be aware that KeyBank complies with the provisions of 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. Please be advised that the Loans have been reported to the consumer reporting agencies.

KeyBank values the opportunity to address your concerns with quality and integrity. Please contact us if you have any questions or if we may be of further assistance at (866) ********.

Sincerely,

****** ********
Compliance and Quality Control Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2013 Billing/Collection Issues | Complaint Details Unavailable
3/28/2013 Problems with Product/Service | Complaint Details Unavailable
3/16/2013 Problems with Product/Service | Complaint Details Unavailable
3/15/2013 Problems with Product/Service | Complaint Details Unavailable
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3/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Description of the complaintAugust 2012: Contacted **** ***** at Key Bank for jumbo loan in ***** for new home August 2012: **** ***** confirmed his bank could provide loan. We confirmed and asked him to check if this was possible and he said yes. Sept-Oct 2012: Documents sent to ****. **** confirmed with email that initial underwriting was going well and was going to finalize application. Nov 2012: Multiple emails, phone messages were not returned by **** ***** for followup Dec 2012: We contacted **** *****'s boss (***** *******) to find out status. ***** ******* states that Key Bank does not provide loans and our application was removed on Nov 6th. Dec 2012: ***** ******* said he would find out what happened and get back to us. We contacted him in the 3rd and 4th week of December and he informed us that he would have an answer after the New Year. *** 2013: We did not hear back from ***** ******* after several emails and messages. We contacted his boss (******* ******) who said ***** ******* left that division and moved within the company. He stated there was nothing he could do. *** 2013: We contacted excecutive inquiry (*****) at Key Bank and they stated a $200 gift certificate is all they could do. We were not allowed to speak with anyone else but that department.

Desired Settlement: How complaint can be satisfactorily addressed?1. We were duped by a financial institution. The institution has our confidential documents and misled us into possibly obtaining a jumbo loan. We were told our loan was possible and when the bank realized that they could not provide us with a loan, no action was taken. 2. This is unacceptable, unethical, and violates privacy laws. 3. We believe our time was wasted (five months) and we had to find another lender within a week because of false information from Key Bank. As such, some form of compensation is reasonable.

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

February 8, 2013

******* *****
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 our client’s concerns.

***** **** has also filed this complaint with the CFPB; therefore, KeyBank will be responding in writing to the client and the CFPB. KeyBank will forward a signed copy of the letter to the Better Business Bureau.

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: From: **** **** *************************
Sent: Monday, February 11, 2013 6:50 PM
To: *********************
Cc: **** ****
Subject: Key Bank Complaint

 

Dear ***:

 

Thank you for taking the time to speak with us today. We are not satisfied with ***** ******** response. We have outlined in a detailed manner the sequence of events that took place from August 2012 to January 2013 in our initial complaint. Our concerns have not been addressed. Additionally, we were put in a situation of finding a lender within a short amount of time specifically because of KeyBank's negligence in the handling of our application. Furthermore, KeyBank falsely stated that they could provide a loan on multiple occasions as stated by **** *****.

 

As a financial institution, KeyBank cannot falsely lead clients to believe a loan is possible, accept original and confidential statements and other documents supporting a loan, then not return calls or emails,  and ultimately refuse to return our original application. This is in addition to the lack of professionalism exhibited by **** ***** and his supervisor which is absolutely unacceptable. We have yet to ever hear from **** ***** throughout this whole ordeal.

 

As such, we seek a solution that compensates us for KeyBank's negligence in this issue. Specifically, being falsely led that a loan was possible, our time accumulating necessary information for our application, time awaiting a response from **** *****, time and stress to find a loan within a week, and overall inconsistencies within the loan department. The $200 gift card does not suffice.

 

Thank you,

 

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

Business Response: February 19, 2013

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

Re:     ***** ****
         ******** *****
         CFPB Case No. *************
         BBB Case No. *******
         KeyBank Jumbo Loan Application (the “Application")

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

Your respective concerns addressed with the Consumer Financial Protection Bureau and Better Business 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.

I have reviewed your concerns of your request for credit and would like to offer the following:

In accordance to KeyBank Mortgage Credit Policy (“KBM”), KBM loan officers cannot initiate mortgage loan applications in Texas. At the time, ***** ***** worked as a loan officer in Washington State.

Based on our research, the loan officer did not enter the mortgage loan lead until he received the address of the property to be purchased in early November. After a disclosure review, the mortgage lead was flagged as “out of compliance” and immediately cancelled. Out of compliance in this context means that KBM does not offer residential mortgage loans in Texas and therefore did not have a product to offer to you. **** ***** should have communicated the reason for the cancellation to you.

KeyBank‘s Office of the President, Executive Client Relations, first received notification of your concerns regarding your request for credit on January 8, 20l3. This communication was from your spouse, *** **** ****. KeyBank responded in a letter dated January 10, 2013. A $200.00 Key Possibilities card was included as a token of our appreciation for your joint time and experience. A copy of the letter is enclosed.

Our records indicate *** **** **** reached out to Executive Client Relations a second time on or about January 23, 2013, regarding the return of documents submitted to **** ***** at which time the dissatisfaction of the events of your joint request for credit was reiterated. During that conversation, receipt of the January 10, 2013 letter and Key Possibilities card was acknowledged.

In response to your privacy concerns, documentation which was in KeyBank’s possession was returned to your spouse. KeyBank has either returned or destroyed any paper documentation associated with your request for credit.

In response to your privacy concerns, your documentation was returned to you as requested.

I would like to take this opportunity to assure you the circumstances surrounding your request for credit the timeframe, information communication, and your customer service experience has been reviewed and addressed internally.

As a result of our prior written response and your interaction with Executive Client Relations, KeyBank considers this matter fully addressed and no additional compensation will be given.

We appreciate the opportunity to respond to your concerns. KeyBank values your feedback and the opportunity to address your concerns with quality and integrity. Please contact me if you have any questions or if I may be of further assistance at **************

Sincerely,

******* ** ******
Regional Sales Manager

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.

The letter was from ******* ******, whom we spoke with prior to speaking with Executive Client Relations. He made absolutely no effort to assist us in resolving our matter. Rather, he stated, "No compensation will be given." That was why we escalated our grievance to Executive Client Relations. His summary of the events is incomplete and does not address anything from August to November 2012. We were in email and telephone contact with **** ***** about our loan. **** ******* decision to submit the application in November was his choice and had nothing to do with us. We cannot be responsible for his actions. Additionally, we still seek compensation that is appropriate for our time and effort, as well as KeyBanks' negligence in this matter.


Thank you in advance. 

Regards,

***** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/2/2013 Problems with Product/Service | Complaint Details Unavailable
3/2/2013 Billing/Collection Issues | Complaint Details Unavailable
3/1/2013 Billing/Collection Issues | Complaint Details Unavailable
2/28/2013 Billing/Collection Issues | Complaint Details Unavailable
2/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2001, application for a student loan for aviation training was applied for, with KeyBank. At the time i was notified that the loan required a cosigner in order for the application to be approved. Part of the marketing and documentation supplied to myself and the cosigner indicated that after 48 months of good repayment status, the cosigner will be removed. In 2007 after two years of repayment with good status, I applied for the cosigner to be removed. Request was denied by KeyBank because it had not been 48 months. At this time I requested KeyBank remove the cosigner, and they have refused to do so. They indicate that the program is no longer available. They say that even though that information was supplied To myself and the cosigner, they not include it in the promissory note. They indicate because of not including it in the promissory note, they are not legally bound to uphold their end of our agreement. This loan was marketed and proposed with the ability for the cosigner be removed, and they are refusing to do so. They are operating under very shady business practices, and I am requesting the assistance of the Better Business Bureau to resolve this matter.

Desired Settlement: I am only asking that the cosigner be removed from the loan, as indicated by the documentation provided by KeyBank at the time of application.

Business Response:

 KeyBank N.A.Executive Offices127 Public SquareCleveland, OH 44114 February 4, 2013 
******* *****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 our client’s concerns.  *** ****** had also filed this complaint with the CFPB; therefore, KeyBank has responded to *** ****** in writing dated January 29, 2013 and also to the CFPB. A copy of the signed has been forwarded to the Better Business Bureau. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, ******** ******Executive Client RelationsOffice of the President                                                                                                                                                                                                                                           © 2013 KeyCorp
 
 
  

Business Response: January 29, 2013

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

Re: ***** *****
       ******** **
       CFPB Case No. ********** ***
       Key Alternative Loan Ending in **** (the “Loan”)

Dear *** *****:

Your concerns addressed with the 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 may have experienced and any frustration you may have felt since these concerns arose. Please be assured that KeyBank is committed to providing excellent service.

I have reviewed your concerns thoroughly and would like to offer the following:

The Key Alternative Loan was a private, unsecured student loan designed to bridge the gap between college costs and other financial aid such as Federal education loans, grants and scholarships. From September 1999 until September 2008, the Key Alternative Loan Program (the “Program”) included a cosigner release option that allowed a borrower to apply for release of the cosigner. The cosigner release option was a borrower benefit and was not a provision of your Loan contract. I have included a copy of your contract for your review. I do not have any Program literature to send you since this Program discontinued more than four years ago.

In your Loan history I see that you requested the release of your cosigner in April 2007 but your request was denied as you had only been in repayment for nineteen (19) months. Your Loan came into repayment on September 10, 2005.

At the time the Program was discontinued in September 2008, the minimum requirements for release of the cosigner were forty-eight (48) months of on-time, consecutive payments and credit qualification of the primary borrower. Unfortunately, you had only been in repayment for thirty-six (36) months.

In order to release your cosigner, you will need to qualify with another lender. As we discussed on the telephone, KeyBank exited all private education lending in 2008. Regrettably, we have no loan programs to offer.

We appreciate the opportunity to respond to your concerns. KeyBank values your feedback and the opportunity to address your concerns with quality and integrity. Please contact me if you have any questions or if l may be of further assistance at 216-*********

Sincerely,

****** ********
Risk/Compliance Analyst

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.

As you can see from their response, canceling a program after it is offered with a product, would be no different than I deciding that I'm not going to pay anymore. I am sure how this is legal, or how the BBB sees this as good bussiness. 

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/21/2013 Problems with Product/Service | Complaint Details Unavailable
2/19/2013 Billing/Collection Issues | Complaint Details Unavailable
2/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Key Bank has reported settled in full which is an adverse mark on my credit report. My daughter did a foreberannce on this account and this account has been paid in full. To no avail, i am still getting no where with Key bank working with me on this issue.

Desired Settlement: Correction on the account to reflect in the positive which is should have always been

Consumer Response: Key Bank is reporting this account as a charged off and closed account on April 2012.  Key Bank is sending a 1099 Misc. for the balance that was allged charge off.  This account is a student loan UNDER MY Daughter not me.   This account was deffered and has never been in deliquent status.  Key Bank said they would delted this from my credit report and before they did that, they would report this account as Settled in Full.  To this day, they have not done what was said.  Key Bank has me in ******* ***** and I have never lived in ****** *****.  This account has numerous accounting errors and this is causing issues for me when i try to refinance my home. the account is settled in full

Business Response: From: KeyBank Online Banking Customer Service [mailto:KeyBank_Online_Banking_Customer_Service@keybank.com]
Sent: Tuesday, January 22, 2013 9:12 AM
To: *************************
Subject: COMPLAINT ID ******* **********************

January 22, 2013
******* *****
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 *** *****' concerns. Please be advised we are currently completing our response to *** ***** and will be responding to her in writing.

Please be assured that KeyBank is committed to providing our customers excellent service.

Thank you for your consideration in the matter.

Sincerely,
**** *********
KeyBank

Business Response: KeyBank N.A.
4910 Tiedeman Rd.
Brooklyn, OH 44144

January 31, 2013

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

RE: Better Business Bureau Complaint No. *******
Loan No. Ending in **** (the “Loan”)

Dear *** *****:

Your concerns, addressed to the Better Business Bureau, in your correspondence dated December 31, 2012, have been reviewed. Thank you for taking the time to make KeyBank National Association (“KeyBank”) aware of your concerns regarding the Loan.

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.

We have reviewed your concerns and would like to offer the following:

Our records show you entered into a financial agreement for the Loan with KeyBank as of September 14, 2004. The first disbursement made on the Loan was September 22, 2004. Enclosed is a copy of the Promissory Note and Truth in Lending Disclosures you received. The Loan came into repayment as of December 23, 2008.

In your complaint you state that the Loan has been paid in full and was never in a delinquent status. As of January 30, 2013, fifteen (15) payments have posted to the Loan since January 15, 2009. Please note our records indicate we have not received a payment to the Loan since March 21, 2011.

KeyBank entered into a Forbearance agreement as of May 24, 2011, at which time the Loan was sixty (60) days past due. The Forbearance term ended as of August 30, 2011 and the Loan was billed in the amount 0f ******* on September 3, 2011 with a payment due date of September 23, 2011.

As of April 20, 2012, the Loan charged off due to the delinquency of the Loan. Enclosed is a payment history for your review. Pleased be advised that “charge off” is an internal accounting function by KeyBank and you are still obligated for payment of the Loan plus any applicable interest and fees.

Our records show KeyBank sent four (4) delinquency notices (copies enclosed) to you at **** ******** ** ******* ** *****. Please note the ******* ** address was the address we had on file for you at the time of the notices. Please be advised of the following as it relates to client information, as disclosed in the Notices section of the Promissory Note (copy enclosed):

“I must immediately notify the Lender in writing after any of the following occurs: 1) a change in my address. ”

Please note as of January l0, 2013, our records show your address as: *** *** **** ***** ******* ** *****.

In your complaint you state that KeyBank advised you the Loan would be deleted from your credit report and change the report to Settled in Full. Please be advised we have been unable to locate any credit bureau disputes filed by you, or documentation that KeyBank would change the credit bureau reporting; however, our records reflect we spoke to your authorized agent, **** ****** of ******* and ****** (copy of authorization letter enclosed), on September l9, 20l 2. We negotiated a settlement for the Loan in the amount of $10,500.00, but did not receive the agreed upon settlement, nor does the Loan reflect any further payments to it.

It states in the complaint that the Loan is under your daughter’s name, and not yourself. Please refer to the Promissory Note under the Notice to Cosigner, which states in part, the borrower doesn’t pay the debt, you will have to. "Additionally, please note the Notice additionally states in part the following as it relates to credit bureau reporting,..  “ if this debt is ever delinquent, that fact may became part of your credit record. "

Please be aware that KeyBank complies with the provisions of 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, the Loan has been reported accurately and there has not been an error on the part of KeyBank. KeyBank is correctly reporting the Loan as “Charged Off” on your credit bureau. Please note, the notation “Written Off’ appearing on the Equifax Credit Bureau Report provided to KeyBank is not a notation reported by KeyBank. Any concerns regarding the notation must be addressed directly with Equifax.

As of January 30, 2013, the current balance owed to the Loan is $26,235.95. To make payments or discuss possible payment arrangements, you may contact KeyBank at (866) ********.

Thank you for allowing us the opportunity to respond to your concerns with quality and integrity. Please feel free to contact us at (866) ******** if you have any questions or additional concerns and it will be our pleasure to assist you.

Sincerely,
 
****** ********
Division Manager, Collections

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2013 Problems with Product/Service | Complaint Details Unavailable
1/13/2013 Problems with Product/Service | Complaint Details Unavailable
1/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 26th I received a charge of $*****, the next day I went to the bank to get more info on the transaction. I was told it wasnt one of my checks and it wasn't under my name or signature. Since then I have gone to the branch a few times and called a few times and told that the person handling my account is going to call me, but no call. I've been banking with keybank for a few years and the first time I have a problem it talks a few weeks to resolve. Now I'm getting charged overdraft fees.

Desired Settlement: I would like to have the overdraft fees removed, the checking account cancelled and the check mailed out yo me

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114

November 23, 2012

  

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

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 Hector Vega. Thank you for making us aware of *** ****** concerns. Please be advised KeyBank has responded to the complaint in writing.  I have sent a letter to *** ****.  I will forward a copy of the letter to you, for your review as well. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, ****** *********Executive Client RelationsOffice of the President


November 21, 2012

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

RE: Key Express Checking Account No. Ending in **** (the “Account”)  
Better Business Bureau Complaint ID No. *******  

Dear *** ****:

Your continued concerns addressed to the Better Business Bureau have been forwarded to my attention for review and response. Thank you for taking the time to make KeyBank National Association (“KeyBank") 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, and your concerns regarding your experience have been addressed internally.

I have researched your concerns and would like to offer the following:

Our records show that on October 26, 2012, Check No. ******5 in the amount of $***** and made payable to ********, posted to the Account. On October 27, 2012, KeyBank was made aware of your dispute regarding this transaction and, pursuant to your request, our ***** branch arranged for you to obtain the required Affidavit of Fraudulent Transactions (the “Affidavit”) at our ** ****** branch. On November 1, 2012, KeyBank received the completed Affidavit and began researching the disputed transaction.

On November 2, 2012, KeyBank completed its review of your dispute and, as it was deemed valid, and the Account was credited in the *****. On November 13, 2012, pursuant to your request, the Account was closed with a balance of $****. Additionally, on November 13, 2012, KeyBank mailed Official Bank Check in the amount of $***** to the above address, representing the closing balance in the Account, as well as reimbursement for the two (2) overdraft Item Charges assessed to the Account since October 29, 2012, totaling $*****, and were the result of the fraudulent transaction.

We appreciate the opportunity to respond to your concerns with quality and integrity. We also know that you have a choice with your financial needs, and we hope you will think of KeyBank for your future banking needs. Please feel seen me at (**** ******** if you have any questions or additional concerns, and it would be my pleasure to assist you.

Sincerely,

***** *****
District Operations Manager
cc: **** *********, 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.

 

-------- Original Message --------
Subject: Complaint ID 9291837
From: ****** **** ******************
Date: Wed, December 05, 2012 1:23 pm
To: info@cleveland.bbb.org

Complaint ID *******
Hi I have a claim that was just closed today but I have not received a refund that was suppose of been mailed on Nov. 13. I called the bank and was told that the check wasn't mailed out. I would like to know if we can reopen the complaint or do i have to file a new one?
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/4/2013 Billing/Collection Issues | Complaint Details Unavailable
12/31/2012 Problems with Product/Service | Complaint Details Unavailable
12/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My business checking account has been charged dozens of overdraft fees for POS debit transactions that were allowed by their system against a negative account balance. KeyBank's online policy statement regarding overdrafts clearly states that these types of transactions are not allowed when sufficient funds do not exist. An unexpected charge to the account from a car rental company caused the expected balance to be lower than anticipated. While the charge was valid, it caused subsequent debit purchases to bring the account into overdraft, with a $39 fee for each. These transactions were permitted, although the account had a negative balance after the first overdraft occurred. Discussing this matter with the KeyBank Business Center, as well as the local branch manager, did not produce a resolution. It was explained to each party the nature of KeyBank's own overdraft services guidelines, but the removal of the overdrafts for the debit charges was repeatedly denied. This is in direct violation of their own policy.

Desired Settlement: The overdrafts incurred will be refunded in their entirety; as the transactions should have been denied according to Keybank's own banking policies, which are freely available online. At that time, any actual overdraft amount will be paid to bring the account current.

Business Response:

KeyBank N.A.Executive Offices127 Public SquareCleveland, OH 44114 

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

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 ******* ************* concerns.  *** *********** has since filed a complaint with the CFPB; at this time KeyBank will address *** ***********’s concerns in writing to the CFPB and *** ***********. KeyBank will then forward a copy of the written response to the Better Business Bureau upon completion. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  

Sincerely,

 

  ******** ******Executive Client RelationsOffice of the President                                                                                                                                                                                                                                           © 2012 KeyCorp
 
 
  

Business Response: December 7,  2012

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

RE:  KeyBank Basic Business Checking Account No. Ending in **** (the “Account“)
BBB Case No. *******

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

Your concerns, addressed with the Better Business Bureau, have been forwarded to my attention for review and response. Thank you for taking the time to make KeyBank Association ("KeyBank") aware of your concerns regarding the Account.

On behalf of KeyBank we truly regret any inconvenience that you may have experienced and any frustration you felt since your concerns arose. Please be assured that we are committed to providing you with excellent service.

I have completed my review of your concerns, but have been unable to reach you by telephone; therefore. I would like to offer you the following:

I have reviewed the Account and determined that the $757.50 in overdraft-related service charges assessed since November 8, 20l2 were in accordance with the KeyBank Deposit Account Agreement and Funds Availability Policy (the "Agreement") and the Small Business Checking Account Fees and Disclosures (the “Disclosures"), which were given to you at Account opening. I have enclosed the most recent copies of the agreement and the Disclosures for your review. As a gesture of goodwill, KeyBank refunded $39.00 to the Account on November 14, 2012. Our review found no bank error.  However, on December 6. 2012, and as an additional gesture of goodwill, KeyBank refunded an additional $195.00 to the Account. This fee waiver will be reflected on the next Account statement. We regret that we are unable to honor additional requests for reimbursement of appropriately assessed service charges.

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.

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 ("OLB"). KeyBank also offers overdraft protection to those applicants that meet our qualification criteria. Please
https://www/key.com/business/lines-of-credit/business-banking-loans-lines to view accounts that may suit your needs.

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

Please be advised that KeyBank processes transactions from highest dollar amount to lowest dollar amount within certain categories. Please refer to Section 6 in the Agreement as it is relevant to paying items on an account in which there may be insufficient funds, as well as payment of associated service charges. Also, authorizing items into overdraft when the Account has insufficient funds is discussed in Section 2 of the Agreement.

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 also refer to the Disclosures, as they disclose the daily and monthly cap for Overdraft Item and Return Item Charges. The Disclosures state, in part:

"Daily Overdraft Item (OD) and Return Item (NSF) Charge Cup:
There is a daily cap of 5 OD and NSF charges per account. Examples:  10 items (e.g. check or ATM withdrawal) are paid against insufficient funds overdrawing your account during one day, you will only be assessed OD charges for 5 items that day. If 4 items are paid against insufficient funds overdrawing your account and 4 items are returned, you will only be charged for 5 items. If you have a line of credit such as Business Cash Reserve Line of Credit linked to your account for overdraft protection and your line of credit does not have sufficient funds to cover items presented for payment and OD or NSF charges are assessed, the daily cap on OD and NSF charges will apply.

Monthly Overdraft Item (OD) Charge Cup:
There is a monthly cap of 40 OD charges per account per service charge cycle. Once the monthly cap of 40 OD item charges has been reached during the service charge cycle, items will not he paid if there are insufficient funds in your account for the remainder of the service charge cycle. They will be returned and you may be charged a Return Item (NSF) charge. If you have a line of credit such as Business Cash Reserve Line of Credit linked to your Account for overdraft protection, the monthly cap on OD charges will not apply. "

Please keep in mind that KeyBank does not know what transactions are scheduled to occur on the Account, as we would not have 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 I-888-Key4Biz to place a Stop Payment order.

Our records show that on November 7, 2012, the beginning available balance in the Account was $103.28, which was reduced to $59.97 by five (5) pending debit card purchases totaling $43.31. Eight (8) debit card purchases, totaling $80.88, were then presented to the Account, live (5) of which were paid into overdraft, resulting a negative end of day Account balance of (-$20.91). Subsequently, the Account was assessed five (5) Overdraft Item Charges, totaling $183.00, on the following business day, November 8, 2012.

Please refer to the Account Detail table on the following page, as it illustrates how the Account became overdrawn on November 7. 2012:

Account Detail:

‘Items are processed to the account from previous day first (deposits, then withdrawals), followed by current day (deposits, then withdrawals)

Current Day Activity

See Enclosed Chart

On November 15, 2012, because the Account balance remained overdrawn for five (5) consecutive business days, and in accordance with the Disclosures, the Account was assessed a $28.50 Recurring Overdraft Service Charge.

For your review, l have also enclosed copies of the Notices of Insufficient Funds and Charges to Your Account., which KeyBank made available to you since November 8, 2012., the date the Account first incurred overdraft-related service charges.

As of December 7, 20 12, the Account has a negative balance owing KeyBank of $686.68, Please refer to Section 16 of the Agreement as it states, in part, “We reserve the right to close any or all your Accounts at any time for any reason, whatsoever, including, but not limited, because you have an excessive number of amounts of
Overdrafts or your account is overdrawn for more than 10 days." If you would like to make the arrangements to reconcile the Account, you may contact us at 1-************, and we will be pleased to assist you. If the amount owed to KeyBank remains delinquent, the Account will be closed by KeyBank and the negative balance will be referred to a collection agency. In addition, the Account may then be reported to ChexSystems.

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

Sincerely,

***** ******
District Operations Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2012 Billing/Collection Issues | Complaint Details Unavailable
12/25/2012 Problems with Product/Service | Complaint Details Unavailable
12/21/2012 Billing/Collection Issues | Complaint Details Unavailable
11/28/2012 Billing/Collection Issues | Complaint Details Unavailable
11/27/2012 Problems with Product/Service | Complaint Details Unavailable
11/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Have been a Key customer for 15 years. Have had many positive dealings with Key during that time. Applied for a mortgage loan with them back in June. My credit is "golden" and have good amount of money in bank. Been with same employer for 22 years. There are no obstacles in my being approved for loan. Average open and close of loan at other banking institutions is 60 days.....Here is my complaint. 1 business day until closing and Key is still requiring paperwork. Ive had 7 different Loan Processors during the past several months. Ive placed many calls to compliant department and just talked to the VP of Mortgage Services. And guess what? He found another document that they need. 1 business day until closing and this process is still continuing. People running around like they have never done this before. Lack of a smooth,thorough process is the problem. The saying at Key Mortgage is they strive to make this a smooth transitions. That couldn't be further from the truth. I can expect a few problems along the way, but this should be an embarrassment to all involved. I wouldn't recommend key for a mortgage loan.

Desired Settlement: Request 1 days pay in the amount of $300.00 due to the fact i had to take a day off work without pay to get the requested documents and to hold their hand thru the close of this loan. I work in a printing plant without access to phone or computer, and i work 10+ hour shifts during normal business hours. So i have no way of providing needed paperwork with only 1 day left until closing.

Business Response:

 KeyBank N.A.Executive Offices127 Public SquareCleveland, OH 44114 
******* *****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 *** ***** concerns. KeyBank will be responding in writing to *** *** and will also forward a copy of the letter to the Better Business Bureau upon completion.  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                                                                                                                                                                                                                                           © 2012 KeyCorp
 
 
  

Business Response: November 16, 2012

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

Re: Loan No. Ending **** (“Loan”)

Dear *** ***:

Your correspondence received on November S, 2012, addressed to KeyBank National Association ("KeyBank"), has been reviewed. Thank you for taking the time to make us aware of your concerns regarding your mortgage loan process.

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

On August 6, 2012, you registered an application for a purchase mortgage loan for the aforementioned property. The original closing date was October 31, 2012. At your request, the closing date was accelerated two weeks and the Loan closed on October 15, 2012, seventy days after registration.

During loan processing, KeyBank must request various types of supporting documentation for loan descisioning. KeyBank requests documentation from all its customers. KeyBank must also ensure all financial documents are dated within 30 days of review - outdated documents cannot he submitted for review. On October 11, KeyBank requested an updated pay stub and financial statement because the documents were older than 30 days. It was also discovered that ********* ***, the co-applicant, had accepted a new job so not only did KeyBank need an updated pay stub but a new verification of employment had to be sent to the new employer and was received right before the loan was submitted for review, causing a slight delay in loan processing. All the required documents were received on October 12, 2012, the Loan was approved the same day and, at that time, the Loan closing was scheduled for October 15, 2012.

Your original Loan Processor was assigned to a new position and you were given at new Loan Processor who ultimately closed the loan. There was a short gap when a loan processor was not assignment to your application- During the transition period, records show you spoke to a third Loan Processor who answered questions and explained the $2100 credit you would receive for basement repairs. Loan Processors have the ability to assist any customer during the loan processing whenever needed but records notate only two loan processors were assigned to your Loan.

While it is regrettable your work schedule does not allow adequate time to submit documentation, KeyBank is not responsible for any unpaid time to do so. KeyBank cannot approve your request for a S300 reimbursement.

We appreciate the opportunity to respond to your concerns with quality and integrity. Please feel free to contact me at (866) 946-4317, extension ***** if you have any questions or additional concerns, and it would be my pleasure to assist you.

Sincerely,

****** ** *******
Office of the President

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2012 Problems with Product/Service | Complaint Details Unavailable
11/17/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I first contacted Key bank about the way my loan payment statements were sent (no payment due) on 19 Oct 2007. After calling again 5 Nov 07, 7 Nov 07, and 21 Nov 07 I was told to keep making regular payments monthly, that it was fine. I continued to make monthly payments since then! In Aug of 2012, when in the process of refinancing my home, I inquired about the payoff of this loan. My statement at this time had a principal payment of 15,223.16. I was then told the payoff was 22,037.02! I contacted customer service starting Aug 2012. I was told that there was something wrong with the way I was being billed, interest was not being paid, and it had to be sent to 2nd level support to be investigated. I asked if they could contact me and explain this to me, I was told they could not. After a month, I hadn't heard back with an answer. (One lady did call to tell me that it was still being looked at and could take a few weeks.) I called talked to a supervisor (*******) who could not get me an answer. She said she would check into it and call me back. Although she did not. I then called Sept 7, 2012 and talked to another supervisor, *******. He said that it would be corrected and we will see what happens on my Oct bill because he could not see my bill. Since then, I haven't heard back from anyone. I have emailed key bank customer service and got no response. The only phone number I can find is this customer service number I continue to call and get no results. I received a statement Oct 10th, first time ever, with a monthly payment due. I paid this. And just received my Nov statement which states that only 1.39 was applied to principal payment and 234.48 to interest! I have been a customer and made payments, on time, every month to this bank for over 6 years and I can't even get a phone call to help me understand what is going on with this loan!

Desired Settlement: I would like for someone who can explain this to me to call, preferably someone more qualified than a supervisor at the customer service call center.

Business Response:

 KeyBank N.A.Executive Offices127 Public SquareCleveland, OH 44114 
******* *****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 *** ****** concerns. Upon speaking with *** *****, KeyBank advised the client that her Loan billing error has been corrected and her concerns regarding the customer service had been addressed internally. The client was satisfied with the verbal resolution and declined written confirmation. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, 

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

Executive Client RelationsOffice of the President                                                                                                                                                                                                                                           © 2012 KeyCorp
 
 
  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/23/12 I received my paycheck direct deposit putting a total of $273.72 in my account. Over the next three days I spent the following amounts : $200.00, 26.50, 14.99, 18.43, and 9.68; a total of $269.60. The day the last amount (9.68) was withdrawn an overdraft fee of $38.50 was taken out for insufficient funds. By all accounts, except the bank's word, I had $13.80 in the account- more than enough to cover the purchase amount. The bank is saying that the problem is the 14.99 purchase had yet to be taken out of the account when the account was at 13.80; resulting in the overdraft fee: the same overdraft fee that over-drafted the account in the first place. This of course resulted in an additional fee once the 9.68 was used. This makes no sense as the only way to reach a 13.80 balance is if the 14.99 had already been taken out. Furthermore the bank confirms that there was no double charge. Anyway you look at it, in any order, I only spent 269.60 out of 273.72. A leftover balance of 4.12 should be in the account. The overdraft fee makes no sense. The bank is refusing to refund the money claiming that I am at fault and that they've already made an allowance for me in the past. I've gone over this in every possible way; there is no way I spent more money than I had. On a side note the manager only called back once the branch was closed leaving me no other recourse than to wait til the morning. Their customer service is severely lacking as well, very rude and insistent no mistake was made on their behalf. I am enclosing a print screen of the account information for those dates to better clarify the issue.

Desired Settlement: I want a complete refund of the money taken. I will be taking action to close this account most likely before any result can be obtained from this complaint; a check refund would be most acceptable.

Business Response:

<v:path o:connecttype="rect" gradientshapeok="t" o:extrusionok="f"><v:imagedata o:title="KeyBank-logo-stack-CMYK" src="file:///C:\DOCUME~1\PIATEJE\LOCALS~1\Temp\msohtml1\01\clip_image001.jpg">

KeyBank N.A.

Executive Offices

<st1:street w:st="on"><st1:address w:st="on">127 Public Square

<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">44114

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

Better Business Bureau

<st1:street w:st="on"><st1:address w:st="on">2800 Euclid Avenue, 4th Floor
<st1:place w:st="on"><st1:city w:st="on">Cleveland, <st1:state w:st="on">OH <st1:postalcode w:st="on">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 *** ********’s concerns. Our office will be responding in writing and will follow up with a copy of the written response to the Better Business Bureau.

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

                                                                                                                                                                                                                                        © 2012 KeyCorp

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have An arrangement with Keybank for them to take a payment out of my account at the end of every month. They took an extra payment out in October and overdrew my account. I called them on October the 2nd. They said it was their fault and said the problem would be corrected in 48 hours, it is now October the 15th.I am still waiting for a refund, they say that they will call me back and never do. The transaction was supposed to happen electronically. They can't tell me where the money is and when I call they give me the runaround.

Desired Settlement: I would like for them to give me the money due me. I want the payment and the overdraft they said they would put back in my account. I would also like for them to apologize for the way they have treated me and to not do it to me or anyone else.

Business Response:

KeyBank N.A.Executive Offices127 Public SquareCleveland, OH 44114

 

******* *****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 our client’s concerns. Upon speaking with *** ****** on October 24, 2012 she stated she received a check from KeyBank for $217.00. Please be advised the $217.00 check is a result of an internal processing error.   *** ****** requested reimbursement for overdraft fees that she incurred with her financial institution as a result of this. KeyBank requested supporting documentation and provided our contact information to *** ******. Upon receipt of the documentation, KeyBank will review and respond directly to the client. Please note as of the date of this letter, our office has not received the necessary documentation.  Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, ******** ****** Executive Client RelationsOffice of the President  
  
© 2012 KeyCorp
  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Multiple phone calls were made to customer service 866-325-9674 regarding options of payment deferement due to health issues. Customer service representatives were rude and quick to state they could not assist. Multiple occasions, unit that customer service had to ask for deferment clearance was closed during normal business hours and customer service representatives were unsure why they were closed. Company would rather consumer be delinquent in payment that assist for a more favorable outcome. Consumer was hung up on multiple times without provoking. This company lacks customer service and compassion/empathy for hard working Americans!

Desired Settlement: I was told by their company that no assistance can be retreived. I want clarification that the BBB would rather I not pay the bill due to lack of financial means rather than deferring payments until finances are more stable in the home. I would love an apology from customer representative John for his lack of professionalism. This issues has caused undue stress to myself and unborn child which I do not appreciate!

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114October 5, 2012  ******* *****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 *** ********* concerns.  Upon speaking with *** ******* on October 5, 2012, KeyBank advised the client that our research found she used all of her forbearance and graduated repayment periods that were deemed allowable on the student loans. We regret that are unable to honor the clients requests for an additional time frame at reduced payments. The client is aware that her payment will remain $365.69. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, ******* ********Executive Client RelationsOffice 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.

There was no mention of the actions of the customer service representatives, or if they were notified that their words were depicted as negative and unempathetic. I acknowledge that a graduated payment plan was agreed upon in 2007. There was no documentation provided that displayed when forberhence had been taken, or why no other options are available to make the debt accessible to pay.

Regards,

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

 

 

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114October 22, 2012  ******* *****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 *** ********* concerns.  Upon speaking with *** ******* on October 5, 2012, KeyBank advised that her concerns regarding our customer service was addressed internally. Additionally, I advised the client that our research found she used all of her forbearance and graduated repayment periods that were deemed allowable on the student loans. We regret that are unable to honor the clients requests for an additional time frame at reduced payments. The client is aware that her payment will remain $365.69. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, 

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

Executive Client RelationsOffice of the President  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/27/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started an account with this company and immediatelyChecked that I would NOT AUTHORIZE CONSENTS FOR OVERDRAFTS. This past month they charged me nearly 800. In overdrafts!They insist I gave consent and I have a witness that I did not. I've emailed them they said the branch gave consent then I spoke with the branch they saidI did. They basically called me a liar on the phone. Then said they would refund one overdraft there were 20 and not even that many purchases. I still should have no overdrafts because I did not consent. I had a problem with their website prior to these overdrafts so possible there was a glitch in the system. The page I clicked went blank and then I could not get online. I know I would never consent for overdrafts. They acted quite rude with me on the phone and emails treating me as if I were unintelligent. I believe someone at bank or an online glitch caused this issue. I would like to be refunded my money as I did not authorize this.

Desired Settlement: Refunded all overdrafts charged to my account.

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114October 10, 2012   

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

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 *** ********’s concerns. Our office has made several attempts to make contact with *** ********, via phone and email which have been unsuccessful. Our office will respond in writing to *** ******** and at that time will provide a copy of the letter to the Better Business Bureau. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Regards, ******** ******Executive Client RelationsOffice of the President   

Business Response: October 17, 2012

RE:    Key Express Checking Account No. Ending In **** (the “Account”)

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

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

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

Please be aware that as per 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.  Our records indicate that on July 30, 2012, you consented to overdraft services pursuant to Reg E, thereby authorizing KeyBank to assess overdraft fees in the event that an item 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.  

I have reviewed the Account and determined that the $634.50 in overdraft-related service charges assessed to the Account since August 1, 2012 were in accordance with your having “opted in” to the Reg E changes and are considered Everyday transactions.  As a gesture of goodwill, KeyBank refunded $39.00 to the Account on August 29, 2012.  Our review found no bank error.  However, on October 9, 2012, as an additional gesture of goodwill, KeyBank refunded $156.00 in overdraft-related service charges to the Account. This fee waiver will be reflected on your next statement.  We regret that we are unable to honor any additional requests for reimbursement of appropriately assessed service charges.

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.

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 (“OLB”).  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 https://www.key.com/html/checking-accounts-options.html to view accounts that may suit your needs.

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

KeyBank processes transactions from highest dollar amount to lowest dollar amount within certain categories.  Authorizing items into overdraft when the Account has insufficient funds is covered under the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement”), which is given to account holders at the time an account is opened.   I have reviewed the most recent copy of the Agreement for your review.  Please refer to Section 6 in the Agreement as it is relevant to paying items on an account in which there may be insufficient funds, as well as payment of associated service charges.  

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 keep in mind that KeyBank does not know what transactions are scheduled to occur on the Account, as we would not have 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.

Our records show that on July 30, 2012, the beginning available balance in the Account was $105.84, which was reduced to $2.09 by four (4) prior day debits, totaling $103.75.  A debit card purchase from ****** **** ******, in the amount of $18.30, was then paid into overdraft, resulting in a negative balance of (-$16.21).  Subsequently, the Account was assessed a $33.00 Overdraft Item Charge on the following business day, August 1, 2012.

Please refer to the Account Detail Table below, as it illustrates how the Account became overdrawn on July 30, 2012:


Please note that on August 15, 2012, because the Account remained overdrawn for five (5) consecutive business days, and in accordance with the Personal Checking Account Fees and Disclosures (copy enclosed), which were given to you at Account opening, the Account was assessed a $28.50 Recurring Overdraft Charge.

Please also find enclosed copies of the Notices of Insufficient Funds and Charges To Your Account, which KeyBank made available to you since August 1, 2012, and offer detailed explanation of all overdraft-related service charges assessed to the Account since August 1, 2012.

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


Sincerely,

******* ****
Assistant Vice President
District Operations Manager
Eastern OH District

Enclosures

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been overcharged in withdrawals from my past Key Bank checking account showing that I used a lost debit card at ATM machines since 6/11/2012 and resulting in an overdraft of $565.75 according to Key Bank. I cannot find and do not have receipts in hand showing withdarawls of $386.00 since June 11, 2012 and am disputing the amount I would have to pay them. They also said that they are charging me a recurring overdraft fee of $28.50 every five days if not paid. I feel that this charge and the amount owed are in excess and they need to accept my current fraud statement when it arrives as actual amount owed. The account is closed and I don't feel that the recurring overdraft fees are fair to me since I only owe them $179.75. The false withdrawals are as follows: on June 11, 2012- $102.00, 62.00 and $22.00. On 8-15-2012-$100.00 and on 8-21-2012-$100.00. I want the correct amount I owe adjusted to only owe the $179.75 which is the current acurrate amount.

Desired Settlement: Since there are so many false, fraudulent, and untrue withdrawals made while I had this account with Key Bank and opend at1425 ** **** **** ******* ** which is now closed, I would like the issue ended by paying the Key Bank the correct amount I feel I owe on this of $179.75.

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114October 11, 2012  ******* *****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 *** ******* concerns.  The Executive Offices of KeyBank have attempted several times unsuccessfully to make contact with *** *****.  Please be advised that KeyBank’s position remains the same as indicated in correspondence sent to *** ***** as of September 5, 2012 and also verbal communication with the KeyBank Card Fraud Services department as of October 5, 2012. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, **** *********Executive Client RelationsOffice of the President  October 5, 2012

RE: ************* Card Fraud Services
****** *****
**** * *********
******* ** **********

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

Your business is important to us and we are committed to providing you with excellent service. We have received your inquiry regarding the transaction[s] listed on the attached page.

Due to the fact that ****** ***** is a signer on this account ************, these transactions are not considered unauthorized. After pulling video from these transactions, KeyBank determined that these transactions are actually the clients. It is with regret that we inform you that we are unable to provide further assistance, and no adjustments will be made to your account for the transactions.

If you have any questions, or would like to request copies of the documentation we relied upon in making this determination, please feel free to contact us toll—free at 1-888-423-8757, ext *******, Monday through Friday from 8:00 a.m. to 5:00 p.m. PST or email us at Debit_Card_Disputes@Keybank.com.

Best Regards,

***** *
Card Fraud Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/25/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Key Bank has been reporting erroneous information against my husband and I to the 3 major consumer reporting bureaus. We have made numerous attempts at getting these inaccuracies corrected, validated or removed, and Key Bank shows no signs of compliance.

Desired Settlement: Both my husband and I want these items removed immediately, as we have sustained unrepairable damage due to the neglagence of Key Bank.

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114

October 12, 2012

  ******* *****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 *** ******* concerns. Please be advised *** ***** has requested that we respond to the complaint in writing.  Pursuant to her request, I have sent a letter to *** *****.  I will forward a copy of the letter to you, for your review as well. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  

Sincerely, 

**** *********
Executive Client RelationsOffice of the President   

October 12, 2012

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

RE: Better Business Bureau Complaint No. *******

****** **** **** *** ****** ** **** (the "Loan")

Dear **** *****: 

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

Please be assured that KeyBank National Association (“KeyBank“) is committed to providing excellent service. We regret any inconvenience or frustration that you may have experienced as a result of this matter.

Our records indicate that on October l2, 2005, you entered into a financial agreement with KeyBank for the Loan, in the amount of $8,l02.l4. I have enclosed a copy of the September 27, 2012 Student Loan Promissory Note (the "Promissory Note") for your review. Our review also determined that your first monthly payment, in the amount of $79.11, was due on November 16, 2006. However, because payment was not received, KeyBank mailed three (3) Past Due Notifications (copies enclosed), to the address on file, on December l0, 2006, December 25, 2006 and February 25, 2007. Please note that KeyBank also attempted to contact you via telephone on several occasions to discuss the past due amount(s). Please refer to Page 4 of the Promissory Note, as it states, in part:

"Default. To the extent permitted by applicable law, my Loan will be in default if any of the following occur: l) I do not make any payment when it is due; 2) I break any promise made in this Note... "

Our records show that no monthly Loan payments were received by KeyBank. Subsequently, on April 20, 2007, the Loan was charged off due to non payment, with a balance owing KeyBank of $9,l90.31. Please note that Pages 4 and 5 of the Promissory Note also state, in part:

"Lender's Remedies After Default. If a default occurs, then after such notice and right to cure as are required by applicable law, the Lender may declare the entire balance of principal, interest and other charges which I owe under this Loan immediately due and payable without further notice to me.

If I default, than after any waiting periods" or required notices, and as permitted by applicable law, the Lender may also disclose information about my default to one or more national consumer credit reporting agencies, which may adversely affect my ability to obtain other credit. "

Please be advised that “charge off” is an internal accounting function by KeyBank and that you are still obligated for payment of this debt. Our records indicate that you have not paid towards this debt. Once we receive the remaining $l3,676.03 we will consider this debt to be paid in full. If you would like to discuss payment options available to you, please contact our Recovery Department at (866) 325-9680, and one of our customer service representatives will be please to assist you.

With regard to your concerns surrounding KeyBank's credit bureau reporting of the Loan, our review determined that the Loan has been reported accurately, and there was no error on the pan of KeyBank. Therefore, we regret that we are unable to honor your request to remove the reporting from your credit bureau reporting.

Additionally, our records do not reflect a previously submitted credit bureau dispute having been received by our Key Credit Research Department. Please be advised, in order for clients to submit disputes, the Key Credit Research Department requires a copy of a current credit bureau report, with the specific KeyBank account information marked that is in dispute. Credit bureau disputes may be faxed to the Key Credit Research Department at (216) 357-6404, or mailed to:

Key Credit Research Department
P.O. Box 945 I8
Cleveland, OH 4410 l -45l8 

Please be aware that KeyBank adheres to the guidelines established by the Fair Credit Reporting Act (FCRA). The purpose of FCRA is to regulate the consumer reporting industry by requiring that reporting agencies adopt reasonable procedures for providing information in a manner that accurately reflects the history transacted by the consumer. Any entity furnishing information “to a consumer reporting agency is prohibited from reporting inaccurate information if they know or consciously avoid knowing that the information is inaccurate.”

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

Sincerely,

****** ** ********
Risk/Compliance Analyst, Key Education Resources

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Problems with Product/Service | Complaint Details Unavailable
10/8/2012 Problems with Product/Service | Complaint Details Unavailable
10/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently had an issue with identity theft and had gone to the Keybank branch in ******** to place a freeze on my account as well as a fraud alert. I stayed there for almost an hour and found that there were no fraudulent charges on the account, but still asked the branch worker named ***, to put the freeze and alert on the account, until I could close the account. The account had a negative balance of $500 and I had to deposit funds in the account before I could close the account. Two weeks later I went back to the branch to close the account and found that there was no freeze on the account and the account was negative by $1200. They had never placed a freeze on the account and for some reason they let charges go through, and since there was no money in the account I inquired overage fees. None of the additional charges were fraudulent, but because *** never put the alert or freeze on the account, I am out $770 that they will not give back. I have called customer service and have gone to the branch numerous times. They finally gave me the decision of no refund, because they feel it was my fault, even though I took all the proper precautions. Their client worker ***, was neglegent and lead me to believe that the freeze was on the account and that the fraud alert was on the account when I left there that day. Now, Keybank will not help me out even though I have been a faithful customer of theirs and have paid them thousands of dollars in overages during our relationship. They are being completely unreasonable.

Desired Settlement: I would like for them to refund me the $770 in overage fees that I incurred due to the hold not being placed on my account, and them not making me aware of the transactions being added to the account in question.

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114September 26, 2012 ******* *****Better Business Bureau 2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408  

RE:                   ******* *****

                          BBB case no. *******

              Dear *** *****, KeyBank National Association is in receipt of a complaint filed with your office by ******* *****. Thank you for making us aware of *** ******* concerns. KeyBank has refunded $1795.70 via check to the client dated 9/13/2012. KeyBank has also closed the accounts. Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, ******** ******Executive Client RelationsOffice of the President   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2012 Problems with Product/Service | Complaint Details Unavailable
9/29/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear *** ******:The evening of January 17, 2012 I was both horrified and humiliated to be served a Summons of Foreclosure (at my home in********, with two children witnessing), issued by *** ***** ** *** **** ******* *****, ****** ** ********, processed by ***** ** ********* ***. on behalf of ***** * ******* ***, Attorneys for KeyBank National Association. This Foreclosure Summons wrongfully lists me, ... , as a Defendant against KeyBank National Association. *** ******, to protect myself against KeyBanks careless disregard for who the Defendants list should include, I had no logical choice other than to obtain legal counsel at my own cost totaling $1500. Enclosed is documentation proving the wrongful determination and receipt for obtaining legal counsel. As a mother of two teenage children, like others I struggle to fight current economic woes, and having to withdrawal a large sum of money from savings to defend no wrong doing on my part seems unreasonable, excessive and undeserved. It is for those reasons I am requesting your consideration for reimbursement of $1500 (the cost of legal fees included on the enclosed receipt). Please, *** ******, I plead to your generosity, compassion and interest in doing what is right and fair during times of uncertainty for me and others in my position. Thank you for your consideration.

Desired Settlement: I am requesting consideration for reimbursement of $1500 (the cost of legal fees included on the enclosed receipt).

Business Response:

            KeyBank N.A.

Executive Offices127 Public SquareCleveland, OH 44114September 18, 2012  ******* *****Better Business Bureau 2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408  

RE:                   ****** *******

                          BBB case no. *******

              Dear *** *****, KeyBank National Association is in receipt of a complaint filed with your office by ****** *******. Thank you for making us aware of *** ********* concerns.  Upon speaking with *** ******* on September 18, 2012, I have advised the client KeyBank will respond to her concerns in writing.  Please be assured that KeyBank is committed to providing our customers excellent service.  Thank you for your consideration in this matter.  Sincerely, ******** ******Executive Client RelationsOffice of the President   September 19, 2012

*** ****** *******
*** ******* ****
******** ******** *****
Re. KeyBank/********* ****** ********* ***

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

We represent KeyBank National Association in connection with the above-referenced mortgage foreclosure action, and have been asked us to respond to your complaint to the Better Business Bureau.

As you know, we brought a mortgage foreclosure action in *** **** ***** ******* ***** on KeyBank’s behalf against its borrower, Ale****** ****** ********. As is customary practice, we obtained a foreclosure certificate from a title insurance company, in this case ******* ***** ********* ********* *** in ******* *** ****, to identify necessary defendants to the foreclosure (typically, panics with subordinate mortgages or judgment liens). You were named as a defendant because the certificate on which we relied identified you as a necessary defendant on account of a subordinate mortgage held by you.

Your attorney later notified us that your mortgage actually covered a different property owned by ********* ****** ******** than the property we were foreclosing for KeyBank. At our request, the title company confirmed that your attorney was correct. Accordingly, we prepared and filed a stipulation of discontinuance of the action against you, a copy of which is enclosed for your reference.

Your attorney requested reimbursement of your attorney’s fees at the time of the discontinuance. I advised him then that there was no basis for a claim for attorney’s fees. Generally, each party is responsible for its own attorney’s fees, except under certain limited circumstances, none of which are applicable in this situation. Moreover, KeyBank and we acted reasonably and in accordance with long established mortgage foreclosure practice.

Based on the foregoing, KeyBank has declined your request for reimbursement of legal fees.

Thank you for your attention to this matter.

            Very Truly Yours, 

            ***** * ******* *** 

            ****** ** ******


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2012 Billing/Collection Issues | Complaint Details Unavailable
9/14/2012 Problems with Product/Service | Complaint Details Unavailable
9/6/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When Key came into my work there were NO fees for having a key "at work" account. I was told to use this as a "rainy day" type extra account when I said I was "happy with Chase". Don't worry about it, don't look at it, and it will grow. I designated 100. per paycheck to direct deposit to Key under that thought. I come to find over a year in 18. "fees" per month have been deducted to an account in good standing because they changed the terms. They were only willing to reverse the last two 18.00 fees. I received NO notice as it was in my statement. I did not open my statement per what I was told by the Key at work people who came in. No other postcard or special mailing went out. I have learned my lesson not to trust the banks on their word, but, they should really refund the FULL amount as I was told something under a bait and switch tactic and did not make it clear and would have brought this to their attention MUCH sooner. Also there was an issue which just appears corrected in their online banking with me that never allowed me to view it online as Chase did.

Desired Settlement: I want a full refund of the amount they took as it was not made clear and I was a bait and switch customer.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/25/2012 Problems with Product/Service | Complaint Details Unavailable
8/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In about 1997, I was a cosignor with my daughter on a student loan with ***** ***** ****** *********, through our local KeyBank National Association branch. Through the years, we paid on this loan and in approximately Feb., 2008, believed we made our last payment on the loan. We requested a payoff figure, which we never received. In approximately the Fall of 2009, we received another payment booklet from ***** *****, as well as a collection letter from ******** ******** * ***** ********* ** *********, so my wife contacted ***** *****, and was referred to KeyBank. On 9/29/09, my wife had a conversation with a "******" of KeyBank, who stated that there still was a small balance on the loan of $61.48, and that it would be 10 cents a day interest on that balance until paid. On 9/30/09, my wife mailed our check for $62.28 (including 8 days interest to allow for mailing time, and a request for the cancelled loan to be mailed to us - which we never received) to KeyBank, to pay off the account. We then received a letter from KeyBank dated May 20, 2010 that the account was paid in full on 10/6/09. Imagine our surprise when, in June, 2010, my daughter and I each received a letter from KeyBank National Association (dated 6/11/10) stating that the account was past due, and that we should contact a KeyBank representative as soon as possible. We again contacted KeyBank and informed them of the previous payment in October, 2009 which was supposed to pay off the balance and that we had received the letter in May, 2010 stating it was indeed paid in full. We then received a second letter from KeyBank, dated July 17, 2010, stating that the account was paid in full on October 6, 2009. Also received a collection letter on this account from a collection agency for KeyBank in Sept, 2010 - had to straighten out with them. Now we got another letter from Key Bank, dated 7/3/12, stating account is past due. We feel this is harrassment over something that is paid in full and shouldn't be occuring. Please help

Desired Settlement: Would request that you contact KeyBank National Association, and please request them to, once and for all, correct their records - this is probably a bad mark on my credit report, and we always made the payments, unless it was in deferrment, and eventually paid off the loan. We have letters to prove payment in full. We feel like they owe US something for all the wasted time and energy on this matter, though we don't want anything, just for them to correct their records. Thank you.

Business Response: August 22, 2012


******* *****
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 *** ******** concerns. Upon speaking with daughter ****** ****** (borrower) on August 7, 2012, I have advised the client KeyBank sent the necessary corrections to the Credit Bureau(s). A letter dated August 6, 2012 was sent to borrower ****** ****** and co signor Al**** ****** indicating the tradeline was updated.   

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:

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,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2012 Problems with Product/Service | Complaint Details Unavailable
8/3/2012 Problems with Product/Service | Complaint Details Unavailable
8/3/2012 Problems with Product/Service | Complaint Details Unavailable
8/3/2012 Problems with Product/Service | Complaint Details Unavailable
7/31/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 6 years ago, during my sophmore year of college, my mother "helped" me by taking out a loan. I did co-sign for the loan, although at the time I didnt know what those implications were. Regardless, I would give my mother $25 every month for this bill. Around 2009-2010 I received a call attempting to collect the debt. This was my first contact from anyone regarding this and I was shocked. I had just given her $25 about a week before this conversation. Well, the money wasnt going towards my Student Loans. I talked to a gentlemen in the debt collection dept of Key Bank, explained the situation, and how this was my first knowledge there was an issue. I asked what I needed to pay to resume this, as he said my last payment made was 120 days prior. He informed me that I can no longer make payments towards this account. The balance had to be paid in full. At the time I was in my early twenties, and did not have $2700 to give. I was simply trying to make a payment to catch up the four months I was behind, assuming a little more than $100 would be enough. This has gone on for a couple of years now, and Key Bank refused any offer Ive made to satisfy this debt. Ive offered payment plans, begged for a rehabilitation on the loan, and requested a settlement to no avail. The loans delinquency was 90 days, and for this 90 day late, I have paid dearly with my credit score. I was not contacted once during the late period to even be notified, even with my phone number and school address on their records, they only sent letters to the primary (my mother) This debt could have been taken care of by now had someone been willing to assist me in the begining. Yet here I am, filing a complaint, and having to deal with this account being sold to a collection agency. I understand what I signed for now, and I understand the implications of that. This isnt to place blame on Key Bank, this is simply to request some type of assistance in a mutual resolution. Thank You

Desired Settlement: I would like to rehabilitate the PLUS loan in order to establish my credit into the standing it was prior. I am open to any offer/ideas Key Bank has to help me with this resolution. All I have ever wanted was to take care of this, but the action required by Key Bank was impossible, and I was given no alternative.

Business Response:

            KeyBank N.A.

Executive Offices

127 Public Square

Cleveland, OH 44114

June 29, 2012

 

 

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

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 *** ********s concerns.

 

Pursuant to the client’s concerns regarding the Education Loan, KeyBank offers the following:

 

*** ******* is the first signor on the Loan with his mother being cosignor. KeyBank made several attempts to make contact with the signor incuding sending past due letters. The Loan charged off in 2009 and was sold to Square Two Financial in November 2011. All documentation was transferred to the new owner. I have advised *** ******* he will need to work with Square Two to work out any payment arrangements. The phone number for Square Two was provided to *** *******.

 

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:

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.

While I understand the debt has been sold, the correspondance with Key Bank did not even come close to resolving my issue. Honestly, Im more confused and frustrated than before. I have Key Bank on my credit report twice for the same account. I have been told by Key Bank that this isnt true, they only report one account ending in 9001. Ive provided evidence of two accounts and have been referred back to the credit reporting agencies, which send me to the original creditor (Key Bank) I have only been seeking verification, and restoration of the creditworthiness, but to no avail.

During my conversations with Key Bank,  I was never asked about their collection practices. I mentioned that their collection department did make attempts to contact me, but when they did, they requested the balance be paid in full. I was not able to do that and was threatened suit if I did not pay. This action is not only against FDCPA regulations, but very upsetting to me personally. When I discussed my concern with the debt now being reported twice, the Executive from Key Bank told me that she understood, but honestly, this debt was charged off, and they had tried to contact me several times. Basically saying that I shouldnt complain about a duplicate reporting being that I didnt take care of this debt 3 years ago. Two wrongs do not make a right, and just because of a misunderstanding in my past doesnt mean I have to be given the run around.

I want Key Banks reporting removed from all 3 credit reporting agencies. I request reasoning behind their FDCPA violation during their debt collection activities, and I will handle the balance owed with the collection agency.

If the above requests are not met, there is no need in submitting resolution, as I will not accept. Ive tried my best to take care of these issues and will take further action if necessary.

Also, I refuse to further communicate via phone. Ive spoken with the offices via phone for 2 weeks with no resolve. I have the same work hours as their offices, and it is inconvenient for me to do so via phone calls. All further communication can be made via email or mailing to my address.

**** *** ***

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

 

Regards,

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

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/31/2012 Problems with Product/Service | Complaint Details Unavailable
7/28/2012 Billing/Collection Issues | Complaint Details Unavailable
7/28/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: