Complaints
This profile includes complaints for KeyBank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 250 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started the merchant service with the Key Bank, but I returned the equipment to the International District branch in ******* ** on June 10th 2023. I have told the merchant service manager Le that I cannot use it because the language and it was too complex for me, so I returned the equipment and hope to end the lease. However, 6months later the equipment is still not returned to the merchant service and the leasing fee is keep charging. Even worse, I was told that Le ([email protected]) is not working at the branch now, so nobody knows where the equipment is, which means I will need to keep paying that fee and maybe other fees in the future.
I had leave ******* and my business is closed, I cannot walk in that branch so I tried to call them directly, but the call is never been answered. I call the customer service and request to transfer the call. It worked on first day, this is how I know Le is not working there any more. But when I do it again to follow up where the equipment is, the call transfer not works any more. It gets disconnected when the representative process the transfer. Every time! The branch may banned my number.
Business Response
Date: 01/23/2024
Dear **** **:
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
experience you’ve had and would like to share the results of our investigation.
On June 2, 2023, you signed the enclosed Merchant Services Agreement. As disclosed in Section 11 of
the enclosed Equipment Lease Agreement:
You agree that all Equipment returns shall be to **** *********** **** ****** ***** *********
**** *****, be done in a manner that can be tracked, and shall have Lease number referenced on
the return packaging. You understand and agree that your failure to return the Equipment in the
manner noted in the preceding sentence will delay our receipt of the return and possibly result in
you being charged $100. If returned Equipment shows excessive wear and tear or is not in good
operating condition (in each case, as determined by us in our reasonable discretion), you will be
charged our cost to restore such Equipment to normal or good operating condition, as
applicable.
Upon the signing of the enclosed Merchant Processing Agreement, on June 9, 2023, Fiserv reached out to
you offering assistance with the equipment. During the call, a translator was made available to you at
your request. During this call, you advised us that you did not need assistance with the equipment and
declined the assistance offered.
The equipment was not returned in the fashion required under the Merchant Services Agreement, and as
such, we are unable to provide compensation for you. Please contact ***** **** ****** ******* at ****
******** to discuss any potential options of exiting the lease. If a decision is made that the equipmentcan be returned, please contact the International District branch at ************ to make arrangements
for the return of the equipment.
Finally, all phone lines at the International District branch are working properly. Although they do their
best to answer incoming calls, that may not always be possible if employees are assisting customers. We
were unable to find any evidence of a voice mail being left for the branch to return your call, but that
option is available if you are unable to reach somebody when you call.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
from 8 a.m. to 7 p.m. Eastern Standard time.
Sincerely,
Vincenza H.
Enterprise Client Relations
Office of the PresidentCustomer Answer
Date: 01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have contacted the *** and they can process the return, but the main point is where is the equipment?
Is this means the branch had find that equipment and the only action I need to do is contact that branch to confirm the return? But the question is I cannot get contact with them: all my called are not answered.
I need someone at that branch contact me!
Regards,
**** **
Business Response
Date: 02/06/2024
Dear **** **:
This letter is in response to your continued concern filed with the Better Business Bureau. For your
convenience, I have enclosed our initial response to you dated January 23, 2024. On January 30, 2024,
KeyBank contacted you and conferenced in a representative from ***** **** ****** ******* (“****”).
During the call, the following options were provided to you if you wanted to end the lease agreement:
• Option one: Return the equipment to **** and pay off the lease, which as of January 30,
2024, was approximately $1,303.54; or
• Option two: Buyout the equipment (no return of equipment needed) and pay off the lease. This
option entails paying approximately $1,458.33.
Please be advised that with both options, the payment would need to be made in full to end the lease
agreement. **** advised they could accept a one-time ACH payment, or you can pay by debit or
credit card. I have enclosed a copy of the lease agreement.
As the equipment is currently at the International District branch, once you have determined what
option you would like to proceed with, please contact ****** in Key Merchant Service at **********
****.She will assist you with the next steps with ****, as well as making any necessary arrangements
for the return of the equipment.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
from 8 a.m. to 6 p.m. Eastern Standard time.Sincerely,
Vincenza H.
Enterprise Client Relations
Office of the PresidentInitial Complaint
Date:12/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a Keybank debit card that was issued to me from ******** ********** ** ********** ******** (****) through Key2Benefits in 2020. The card was never used because I signed up for direct deposits from the state for unemployment benefits. Apparently, the state sent my first unemployment payment of $1844.00 to the card because I was sent a letter late summer of 2023 regarding unclaimed funds. It stated that if I filled out the letter with my information the money would be mailed to me in the form of a check within 90 days. I was unaware of unclaimed funds before the letter was issued and had discarded the card already, so I took the option of filling out the form and mailing it in. After 90 days I still received no check.
When I called Keybank about the situation on December 14, they stated that my account was closed on September 17, the check had been mailed out in September 24 and I had not reached the 90 day limit yet which would be December 15. Already this makes no sense because it does not take 90 days for mail to reach my house. So I called back December 15 after not receiving the check and they stated they couldn't do anything about it and the unemployment dept were responsible for it.
When I spoke to the Illinois unemployment office they stated that once the money is issued to a Keybank card, they have no access to it anymore and that I had to speak to Keybank about the issue. I've spoken to several Keybank agents, none of which were helpful or had an answer for my issue (some even refusing to help and hanging up on me) until I get to an agent that claims my account was closed December 15 and that the check will take another 90 days to be issued. This completely contradicts what I was told the week before and now they are asking me to wait another 90 days for MY money that should have arrived over the summer. This is unacceptable and I want the matter escalated and expedited. There is no reason why I should not have received my check already.Business Response
Date: 01/25/2024
Dear ****** *******:
This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding the lack of receipt of
funds owed from an allegedly closed Key2Benefits Account. We regret the frustrating experience you’ve had and would
like to share the results of our investigation.Review of our records confirms the ******** ********** ** ********** ******** (“****”) posted $1,844.00 to your
Key2Benefits Account on May 20, 2020. Due to lack of activity dating back to May 26, 2020, the notification you
acknowledged receiving was mailed regarding the funds remaining in the Account to prevent their escheatment to the
State of *******.I’ve confirmed receipt of your returned form, was advised the funds were debited from the Account on August 21, 2023,
followed by Account closure. Subsequently, the funds were placed in a General Ledger awaiting ****’ approval to wire
the funds to them. Approval was received on January 12, 2024. As of January 17, 2024, **** confirmed receipt of the
funds; therefore, it is now their responsibility to contact you and remit a $1,844.00 check for the balance owed. If you
have not heard from ****, or received your funds upon receipt of this letter, please contact them directly for an update.
Interactions with Key2Benefits Customer Service were reviewed. We found inaccurate information was provided to you
during a call on December 14, 2023, regarding a check sent to you. The agent provided this information as the result of an
incorrect note placed on the Account. I assure you the inadvertent error was addressed internally with the appropriate
personnel. We were unable to substantiate your claim of being hung up on during our review of recorded calls; however,
I truly regret our customer service did not meet your expectations.If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 6pm Eastern time.Sincerely,
Eileen K.
Enterprise Client RelationsCustomer Answer
Date: 01/26/2024
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 called **** and multiple employees there have stated that once the money is issued to Keybank **** has no access to it. Furthermore, they have no record of any approval being given on January 12, 2024 or funds being received on January 17, 2024. They explicitly stated that they do not receive funds back from Keybank. So I cannot accept the written response from Keybank as true and I still demand my missing funds be found and issued immediately.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** *******
Initial Complaint
Date:11/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Aug 2023, my husband received a text from KeyBank flagging a ***** ****** transaction as possible fraud. I immediately checked our acct & noticed tons of fraudulent transactions nearing 1K or more. I didn't recognize any of the merchants--all were in & around *******, ***-a state we've never been. We live in ** & haven't traveled out of state (sans **) in at least 11 yrs. We've been Key acct holders for nearly as long, so this should be evident in our acct history. We pointed out every fraudulent transaction w/ a Key rep & received provisional credits next day. These became permanent as Key found them to be fraud thru their investigation. Now, Key has decided some transactions were NOT fraud & will be withdrawing that $ from our acct. They claim: "Your physical card was present when the transaction occurred, "the card was in your possession," &, "we have found conflicting info from your card & recent banking activity." I called & begged them to explain to me HOW my husband swiped his card @ a shop in ** AND a restaurant in ** on the same day? PLEASE tell me how my husband was "present" @ the time of these transactions. Did he drive there? Did he fly? Where are the purchases for gas across multiple states if he drove? Where is the transaction for airfare if he flew? We know not a single soul in **, so where did he stay? My husband would need a body double to be in *******, of all places, while also working 10hr shifts in ** where we live. I asked which "investigators" we could send our ********* activity, punch cards, pay stubs, statements from our bosses & fam members. Her answer was that we can't. Interesting. The Key rep was able to 're-dispute" our case, after saying she couldn't, but can't guarantee the $ won't be taken from our acct on 11/17. I have 0 faith Key will do the right thing. We will be closing our acct regardless. If forced to pay for a scammer's shopping spree states away, we will be filing a complaint with the CFPB as well.Business Response
Date: 01/05/2024
Dear Mrs. *******:
This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding the partial
denial of a dispute that was filed on the Account. We regret the frustrating experience you’ve had and
would like to share the results of our investigation.On August 15, 2023, unauthorized transactions posted or pending on the Account were reported over the
telephone, and a dispute claim was filed for a total of fifteen (15) transactions. Your Account was
provisionally credited while we conducted our review.On November 9, 2023, we informed you in writing (enclosed) of our findings for a total of five
transactions filed within your dispute claim, “We have found conflicting information with your claim from
our review of your card information and recent banking activity. It is our determination the disputed
transaction(s) were authorized.” The letter advised on November 17, 2023, the previously issued
provisional credit in the amount of $81.90 would be reversed from your Account. The remaining
provisional credit of $1,035.90 was finalized on November 11, 2023 when the remaining transactions in
the claim were approved (see enclosed letter).Upon review of the information provided in your filing with the BBB, as well as your interactions with
Customer Service, we determined an error occurred when the claim was filed in which two transactions
were included that were not reported as unauthorized. We sincerely regret any frustration and
inconvenience this may have caused you. We use client feedback, both positive and negative, to reinforce
or improve our delivery and servicing of client Accounts. We appreciate you bringing this to our
attention, and please be assured it has been addressed internally with the appropriate personnel. On
January 2, 2023, we removed the two transactions in the amounts of $20.00 and $9.00 from your claim
and reopened it. Enclosed is the letter that was mailed on that date as confirmation. Once the new
investigation into the three remaining transactions totaling an amount of $52.90 is complete, you will be
notified by letter of the outcome at a future date once the case has officially concluded.If I can be of further assistance, please contact me, citing the case number above, at **************. For
clients using a TDD/TTY device, please call **************. We are available Monday through Friday
from 8am to 7pm Eastern time.Thank you for allowing us to serve your banking needs and contribute to your financial wellness.
Sincerely,
Jessica B.
Enterprise Client RelationsInitial Complaint
Date:10/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Case is as below: (this is an urgency situation)
My sister wire transferred $80,000 (40,000+30,000+10,000) from her ***** **** account to my KeyBank account for the investment of gold index (******), the KeyBank froze the money and didn't send it out to my ****** account. The investigation department of KeyBank started review and investigation from Sep. 14, 2023, it took almost three weeks for nothing progress, when we requested update, they told us we need to offer the notarized resources documents, we provided the documents upon request on OCT13, 2023.
We heard nothing updated from beginning until today, every time when I called the KeyBank, or the department, they told me to visit the branch bank, but when I visited Branch Bank they told me they never received any update even they requested, our money looks like drop into a black hole,
there are 53 days past, I have only received the words: "we are reviewing now",
Also they closed my account and caused me lost to receive the airline ticket refund.
We urge KeyBank deliveries our money as soon as possible without delayBusiness Response
Date: 12/22/2023
Dear ********* **,
This letter is in response to your issue filed with the Better Business Bureau. We regret the frustrating experience you’ve had and would like to share the results of our investigation. Review of the Account found on September 11, 2023, a wire transfer in the amount of $10,000.00 was deposited into the Account. Subsequently, you sent a wire transfer in the amount of $10,000.00 on September 12, 2023. However, on September 13, 2023, the wire transfer was returned in an amount of $9,996.00 with the reasoning received by KeyBank that the transfer was sent to a closed account. Also on September 13, 2023, two wire transfer deposits were received in amounts of $30,000.00 and $40,000.00. On September 14, 2023, the enclosed notice was sent to your address on file to advise KeyBank was placing a hold on the Account as we had identified potential suspicious activity, and on September 15, 2023, the enclosed notice was mailed to advise we intended to sever our business relationship. Per Section 16 of the enclosed Deposit Account Agreement and Funds Availability Policy you received at Account opening, “We reserve the right to close any or all of your Accounts at any time for any reason whatsoever.” We removed the funds from the Account that were received from the wire transfer deposits, an amount of $79,940.82, on September 19, 2023. The Account was closed on September 28, 2023. Please be advised KeyBank is currently following our internal process for returning the funds to the financial institution from which the wires transfers originated. Your concern pertaining to the timeframe involved to investigate the wire deposits was reviewed, and it was found no delay occurred. We also reviewed your interactions with Customer Service and your local branch, and found proper procedure was followed. If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern time.
Sincerely,
Brad P.
Enterprise Client Relations
Initial Complaint
Date:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a Loyalty checking (ending 3222) which I have had for some time now and I get a good amount of my paycheck directly deposited into this account biweekly. I have contacted this bank THREE times via email AND via the in app message feature since September 2023 with NO reply. This is the worst customer service I’ve ever experienced with a bank. My complaint is regarding overdraft fees - one of which I never should have been charged! On Sept 5, 2023 my account had gone -$14.33. I then received a $20 overdraft fee on 9/5/23 although I’m not supposed to receive an overdraft fee until my end of day balance is MORE than -$20, which I was not!!! The following day an auto payment for $79 went through and I was then charged another $20 overdraft fee. I had originally contacted ****** road to find out why the first fee was charged when I was not more than -$20… and I was also requesting that these fees be waived this one time as a courtesy as I had never received an overdraft fee and most banks kindly waive the first instance. Sadly, I’m I never received ANY response and I know these messages have gone through because l have used the email address as well as the message feature on the app in the past and received responses! I want my $40 back! Honestly, with such terrible service, I mine as well switch the rest of my direct deposit to my other bank account!Business Response
Date: 10/18/2023
Dear **** *******,
This letter is in response to your concerns filed with the Better Business Bureau. We regret the frustrating experience
you’ve had and would like to share the results of our investigation.We found that all charges were assessed in accordance with the ****** Road Deposit Agreement and Funds Availability
Policy as well as the Personal Checking Account Fees and Disclosures provided to you when the Account was opened.
Enclosed, please find the most recent versions for your reference. As a gesture of goodwill, on October 12, 2023, we
refunded overdraft charges of $40.00 to the Account. This refund will be reflected on your next statement.Regarding your concern of the overdraft charge assessed to the Account on September 5, 2023, we found no error was
made. Please refer to the enclosed notice sent on September 6, 2023. As reflected on the notice, the $15.94 ***********
transaction overdrew the account by $14.33, then the $79.00 signed purchase from ******* ******* put the Account
balance to - $93.33. Please be advised pending transactions are included in the available balance. Therefore, an overdraft
item charge was assessed accordingly.Furthermore, we found no messages from you while signed into your online banking. However, ****** Road did receive
emails from you, one of which was sent on October 1, 2023, in which you were requesting overdraft charges to be waived.
Our records confirm on October 2, 2023, an email response was sent asking you to contact the ****** Road Premium Care
Center.Thank you for allowing us to serve your banking needs and contribute to your financial wellness. If I can be of further
assistance, please contact me, citing the case number above, at 1-800-625-3256 For clients using a TDD/TTY device,
please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern time.
Sincerely,
Brad P.
Enterprise Client Relations
Office of the PresidentInitial Complaint
Date:09/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I deposited a $4,798.20 check in my ****** Road checking account on August 7, 2023. I've been a ****** road custom since August 2, 2023. This check was from my insurance company to replace my roof, which had blown off in a storm. The check was endorsed by myself, my wife, and my mortgage company.
****** Road placed a hold on the check, which is fine, but later restricted my entire account due to suspicions around the check. They refuse to review my case and have left me hanging for 11 business days, with my money held hostage in the meantime.
****** Road refuses to release my money and close my account. I'm seeking the money back that I deposited into the bank. They sent me written communication on August 24 stating that they would close my account and mail me the balance, and now, 6 business days later, I've received no check and my account status is still in limbo.
I'm seeking the full balance of my ****** Road checking and my ****** Road savings accounts returned to me. I want nothing further to do with this bank, furthermore, I want them to drop their threat to report these actions to my credit bureau.Business Response
Date: 09/22/2023
Please review, our signed response dated September 22, 2023, and enclosures.
Dear ****** *. *****:
This letter is in response to your concern filed with the Better Business Bureau (BBB) regarding your
Checking Account and Savings Account. We regret the frustrating experience you’ve had and would like
to share the results of our investigation.On August 7, 2023, a mobile deposit in the amount of $4,798.20 was made into the Checking Account.
On August 8, 2023, a hold was placed on the deposit for a reasonable cause to doubt collectability, and
the enclosed notice was mailed to your address on file. As stated on the notice, the funds were available
on August 12, 2023. On August 23, 2023, a restriction was placed on both the Checking Account and
Savings Account, and the enclosed notices were mailed while KeyBank began an internal review.On August 30, 2023, we advised within the enclosed mailed notices that KeyBank intended to close the
Checking Account and Savings Account within no sooner than five business days. These letters also
stated that the closures may be furnished to consumer reporting agencies. However, on September 8,
2023, we were in receipt of the signed and notarized Sworn Statement that you completed. Our internal
review thereafter concluded on September 11, 2023, and the enclosed letters were mailed to advise the
restrictions had been lifted from the Checking Account and Savings Account, and they would no longer
be closed by KeyBank. As our decision to exit our relationship with you was revoked, there was no
furnishment to any consumer reporting agency. However, if you still wish to close the Checking Account
and Savings Account, please contact our ****** Road Customer Service team at 1-833-427-2265. Agents
are available Monday through Friday from 8am to 9pm Eastern Time.Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act (FCRA),
which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable
cause to believe is inaccurate to a consumer reporting agency.Thank you for allowing us the opportunity to review and address your concern. If I can be of further
assistance, please contact me, citing the case number above, at 1-800-625-3256 For clients using a
TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to
7pm Eastern time.Sincerely,
Cheryl Lyne R.
Enterprise Client Relations
Office of the PresidentCustomer Answer
Date: 09/22/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *****Initial Complaint
Date:08/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’m a small business owner from *** ***** **. I have business account with KeyBank. Scammers got access to my account. I notified KeyBank immediately. They was able to stop the money from being taken out of my account but they told me they had to keep the account open to do a trace on the scammers but no money could be taken out of it. I told them that a direct deposit will be made into the account and I would prefer to close it. They told me don’t worry money can be put in but no money can be taken out. Somehow the scammers was able to take out $6800 of an account that had no money in it. Then I had a direct deposit hit the account. I was assured that I would get my deposit back. I waited a few weeks another direct deposit was made into the account. I went to the back to the back to inform them of this deposit. I was told it was nothing they could do. I was responsible for the money that the scammers took out the account and they was keeping my direct deposits!!Business Response
Date: 08/22/2023
Dear Mr. ******:
This letter is in response to your concern filed with the Better Business Bureau regarding the Account. We regret the
frustrating experience you’ve had and would like to share the results of our investigation.We previously responded to this concern when you filed it with the ******** ********* ********** ****** (**** Case
No. ***************). For your convenience, please see our response to that concern enclosed. A review of the case
resulted in our previous response remaining the same. Asthe compromise of your online banking stemmed from a thirdparty obtaining your personal information, we utilized our sole option for recovering the funds from the receiving
financial institution, and this was denied on May 10, 2023.Additionally, and as explained previously, your direct deposit funds were used accurately as KeyBank’s right of set-off
due to the Account’s overdrawn status. Once applied, the Account had an overdrawn balance of $1,523.00. A copy of the
most recent Account statement is enclosed. You may remit the funds owed at any time at a KeyBank branch or have a
payment processed over the phone by calling our Overdraft Recovery Team at 1-866-325-9707.If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For clients using a
TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern time.Sincerely,
Eileen K.
Enterprise Client Relations
Office of the PresidentInitial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened an account with a mailed $400 promotion if I establish direct deposit within a certain amount of time, was very careful to put the promo code in online, established direct deposit as required, and did not get the promotion. I called my local KeyBank branch and they said they didn’t see a promo code in there but that I should have qualified for one and that they would add on a $200 promo code after the fact instead. Nothing happened.Business Response
Date: 01/12/2024
Dear **** *****:
This letter is in response to your issue filed with the Better Business Bureau (“BBB”) regarding a
marketing promotion you did not receive. We regret the frustrating experience you’ve had and would like
to share the results of our investigation.
On March 27, 2023, you opened the Account online. We have no record of any marketing code being
entered during the application process. Additionally, we have no record of mailing you any direct account
opening offers in 2023. In reviewing this matter with your local branch, we were unable to substantiate
your claim that they offered any alternative promotional offer. On August 1, 2023, the Account was
closed at your request. As we have not found any bank error in this matter, we regret that we are unable to
offer you the promotional bonus.
If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
from 8am to 6pm Eastern time.
Sincerely,
Cheryl Lyne R.
Enterprise Client Relations
Office of the PresidentInitial Complaint
Date:07/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent business details to the bank after depositing my business check into my personal account and they want me to bring the check issuer to the branch which is impossible because it’s a corporation. They have done nothing to help resolve the issue and the bank is holding my funds hostage.Business Response
Date: 08/25/2023
Dear Mr. *****,
This letter is in response to your concern filed with the Better Business Bureau. We regret the frustrating
experience you’ve had and would like to share the results of our investigation.Our records confirm a check in the amount of $4,990.49 was deposited into the Account on May 3, 2023.
As a result of the check being payable to a party not listed on the Account, the enclosed hold notice was
mailed to you on May 4, 2023. Furthermore, on May 4, 2023, the Account was restricted due to the
checks not being paid to you (see enclosed notice). On May 18, 2023, the Account was closed in
accordance with the enclosed Agreement. For your records I have enclosed the letter sent to the address
on file.We found that the hold was placed, and funds made available, in accordance with the KeyBank Deposit
Agreement and Funds Availability Policy (“Agreement”) provided to you at account opening. (Most
recent version is attached.) Section 3, Deposits to Accounts, states “All deposits you make are subject to
"proof" by us. This means we reserve the right to review the cash, checks or other items deposited to
confirm the amount of the deposit and that all checks and other items are properly payable… If a check or
other item was not properly payable, we can decline to credit your Account for the amount of the check or
other item.”On May 25, 2023, during your phone call with KeyBank’s Fraud Client Services it was advised the owner
of the business would need to visit a branch with photo ID to have the funds released, and supporting
documentation be provided. On May 30, 2023, documentation was receieved, however, KeyBank deemed
this documentation to be insufficient.Lastly, it was found multiple phone calls were made to KeyBank’s Fraud Client Services including the
phone call made on June 21, 2023. During these calls you were reminded the owner of the business will
need to visit a branch with photo ID for the funds to be released. Ultimately, the funds cannot be released
to you as the checks were not made payable to you.If I can be of further assistance, please contact me, citing the case number above, at 1-800-625-3256. For
clients using a TDD/TTY device, please call 1-800-539-8336. We are available Monday through Friday
from 8am to 7pm Eastern time.Sincerely,
Brad P.
Enterprise Client RelationsInitial Complaint
Date:06/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing in regards to my auto loan with keybank (Account # *************)
In April 2023, I was ready to make the final payment on my vehicle and was given the address to mail the final payment to. My on time check was mailed on 4/18/23 and cashed by keybank on 4/24/23. However, this payment was never applied to my account and after endless calls to keybank I was continuously told to “wait” for the payment to post. My account eventually showed as past due, charged a late fee, and severely impacted my credit (-110 points). After getting nowhere from calling keybank, I made the payment again on June 5th 2023 (this time online).
I have now made the same payment twice, was charged a late fee and have had my credit negatively impacted. I’ve made endless calls to Keybank, submitted a general inquiry on their website which went unanswered, opened a case with their escalation team and emailed ******* ******* whose name is listed on their website as the “Payments and Digital Banking“ contact. I’ve also opened a case with my bank (******** ****).
I’m requesting a refund of the second payment + all fees in addition to correction of my credit score.
Thank you,
*****Business Response
Date: 07/05/2023
Dear ***** ****:
This letter is in response to your issue filed with the Better Business Bureau regarding payment to you
Loan. We regret the frustrating experience you’ve had and would like to share the results of our
investigation.
Our investigation located your check for $1558.87 cashed April 24, 2023. The payment was not applied
correctly due to an inadvertent error. A refund check in the amount of $1558.87 was sent on June 23,
2023.
Additionally, the payoff received June 5, 2023, has been reapplied as received April 24, 2023. This
corrected the credit reporting, interest accrued, and late fees charged between April 24, 2023, and June 5,
2023. As a result, you will receive an additional refund check in the amount of $18.81, which will be sent
July 3, 2023.
Please be advised that KeyBank complies with the provisions of the Fair Credit Reporting Act (FCRA),
which prohibits furnishing any information related to a consumer that KeyBank knows or has reasonable
cause to believe is inaccurate to a consumer reporting agency.
Thank you for allowing us to investigate this matter on your behalf. If I can be of further assistance,
please contact me, citing the case number above, at 1-800-625-3256. For clients using a TDD/TTY
device, please call 1-800-539-8336. We are available Monday through Friday from 8am to 7pm Eastern
time.
Sincerely,
Joann **
Enterprise Client RelationsCustomer Answer
Date: 07/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ****
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