KeyBank National Association Corporate

Complaint ID: 3500572

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Subissue: Credit card company isn't resolving a dispute about a purchase on your statement

Company: KEYCORP

Complaint: There was a fraudulent charge on my Key Bank Credit Card on XX/XX/2019. I notified the Key Bank the morning of XX/XX/2019 that this was a fraudulent charge of {$1600.00}, less than 8 hours after it was posted to my account. Key Bank informed me that I did not need to do anything else and they would notify XXXX since it was an online order. XXXX XXXX continued shipment which was rerouted to a XXXX facility and picked up by someone who said they were me. I have been denied recovery from this charge by Key Bank because the initial shipment was to my house, which was changed by the thief who ordered using my information. All of this information was not relayed to me until 65 days after the product was ordered so I had no way to stop shipment or notify XXXX to cancel the order. Not only did Key Bank fail to protect my assets they essentially enabled this crime to happen by not acting in a fast an efficient manner, and further more have burdened me with this charge because of their lack of action.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3500395

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue:

Company: KEYCORP

Complaint: My name is XXXX XXXX. This last year my wife and I opened up loan requests to refinance our home. My wife did have a bankruptcy XX/XX/XXXX and foreclosure XX/XX/XXXX and I brought this information to light from the very beginning with Keybank. I told our loan officer XXXX with Keybank in emails that we were not to move forward with any part of the loan if our information and those important dates withheld us from closing shortly and he confirmed via email it was not a problem. Paired with this problem was Keybanks title department XXXX who chose to pursue employment information I had not listed as primary althewhile not including the employment information I had provided as primary. This resulted in our first denial. After getting them to the proper information and at this point we qualify via credit and all other requirements and are anticipating closing documents. Keybank sends us a denial saying my wife 's previously mentioned foreclosure meant we must wait until XX/XX/XXXX for close. So XXXX of Keybank said we will revisit this next XX/XX/XXXX. I find so many part of how this situation being handled as misleading and misrepresenting. If Keybank had said our dates and information were a problem we would never ordered appraisal or signed disclosures with locked rates with Keybank. We could have been working with other banks or keybank to lock in a nice rate in XX/XX/XXXX for a late XX/XX/XXXX close. I believe Keybank is potentially responsible for me enduring a much higher refinance loan as a result of their delays. Their misleading actions will cost me additional months of pmi costs as well. Multiple loan agencies including XXXX, XXXX XXXX, XXXX XXXX I have spoken to are now offering to have all of these things set in place for us by lateXX/XX/XXXX early XX/XX/XXXX. I also requested Keyank to provide this for me and they have not provided anything or any response. I have all emails pertaining to these topics. I am contacting you because I have requested Keybank to simply refund my XXXX appraisal expenses as a result of their actions and to move forward with another company. Keybank has not responded and it has been over a week now.

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3499194

Product: Checking or savings account

Sub-Product: Checking account

Issue: Problem with a lender or other company charging your account

Subissue: Transaction was not authorized

Company: KEYCORP

Complaint: A few weeks prior to XXXX I was looking around for someone to help me with a loan. I finally found a company ( who I thought was legit ) that said I was guaranteed a loan. They advised me that to make sure that I had a valid bank account, they would need to deposit funds into my account and I would just need to take those funds and put them on gift cards and to read it back to them so they can deposit my loan amount to me. I had to do this 3 times- the initial verification, the next day for my credit score and the following day after that. They somehow managed to convince me to send an additional XXXX of my own money but being severely convinced that I was getting this loan, I did what they asked. Bc I didnt receive anything I just gave up and decided I was just going to wait till tax time to just catch up on everything. Monday XX/XX/19, I checked my bank account and at that time I had a positive balance of roughly XXXX. At lunch time I checked my account again and I had a negative balance of XXXX. I immediately contacted key bank. The guy I spoke too stated he saw the transaction but it looks like it was reversed and by XXXX the following morning I would have my funds back into my account however suggested I go to the branch and close that account and reopen another one. The next morning came, tried to look at my account and my account had been frozen. I called and they stated that the fraud department noticed nothing normal activity and I had to go to the branch to verify who I am and they would unlock my account. Went to the bank and I could hear the lady in the fraud department state that they couldnt close my account bc I had a negative balance of roughly XXXX. I asked how bc I didnt make any purchase and no one used my card for anything. At that point o advised the banker of what happened. He told me bc of the amount its considered a federal crime and I would need to file a police report and bring it back so he can send it over to be investigated. I filed a report and brought it back. I didnt hear from anyone however I received printed copies of checks. I went back to the bank and told the banker that I didnt upload those checks and thats not my signature. He told me that fraud stated I did mobile check uploads to my account which I did not. I contacted my cell phone carrier and they sent me a message stating that during the time frame this all happened, there was no mobile check uploads from my phone or my app. I sent that to the banker who said he would send it to the investigator on the case. He also advised that they told him they could see uploads from 3 different states- Texas , Wisconsin and Virginia that was done on my account. I was asked to do an affidavit which I did. I still did not get a call or any update from the fraud department to ask me questions to get more in depth on what happened. No one asked me for the information I had. The website, loan documents from this company, text messages, the gift cards and the receipts from them - nothing. They closed my case and stated I did the uploads and Im responsible for paying the negative balance back. I am not responsible for any of that and did not upload any checks to my account just to pull them back out to be that far in the hole. I wouldnt have gone through all of this if I did indeed do this. I am beyond stressed with this and had to go back to my dr to get put back on XXXX medication bc this has caused that much damage to me. Someone needs to reverse the negative balance and provide me the XXXX that I also filed a fraud case for along with the XXXX posit e dollars I had in my account prior to this mess happening. The only thing Im guilty of is being naive to believe a company was going to help me out so I could get presents for my daughters first XXXX.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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