KeyBank

To whom it may concern: I have some serious complaint about a company that we think need to be addressed immediately before something tragic happens to someone else The issue is with the company Master Cool Specialist, whom we called in May of Our swamp cooler was not working so we called Master Cool Specialist who then sent out an employee by the name of *** [redacted] put in a new motor and got our swamp cooler running againWhen [redacted] finished we were paying him and he asked if my husband was going to live long enough to write the checkI found that to be sarcastic, rude and very unprofessional, especially after I had just told him my husband was going to the hospital the next day to have heart surgery called cabbage heart surgery On July 5, our motor on the swamp cooler stoppedSo my husband and myself bought a new motor and tried to put it in with no luck so we called Master Cool Specialist and again they set out ***, who said we did a good job with what we h

KeyBank N.A Executive Offices Public Square Cleveland, OH July 17, [redacted] Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115- RE: [redacted] Revdex.com Complaint No [redacted] Dear [redacted] KeyBank National Association is in receipt of a complaint filed with your office by [redacted] Thank you for making us aware of [redacted] ’s concernsUpon speaking with [redacted] please be advised of the following: [redacted] was advised his concerns were addressed internallyKeyBank found no bank error and was in accordance with Collections guidelines [redacted] was not reported to the credit reporting agencies by KeyBank however, the client was advised to reach out to the servicer, [redacted] 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, [redacted] Executive Client Relations Office of the President

KeyBank Tiedeman Road Brooklyn, OH September 2, [redacted] RE: Revdex.com Case No [redacted] Line of Credit NoEnding in [redacted] (the “Line”) Dear [redacted] : Your concerns, addressed with the Revdex.com, have been forwarded to my attention for review and responseThank 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 arosePlease 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, 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 completedThis period provides proof of your willingness and ability to make at least one (1) monthly paymentAdditionally, 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, and November 18, 2013, in the amounts of $120.00, $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 inaccurateIn 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 KeyBankTherefore, 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 integrityPlease feel free to contact me at [redacted] if you have any further questions or concerns, and it will be my pleasure to assist you Sincerely, [redacted] Department Manager II, Collections

Initial Business Response /* (1000, 9, 2016/10/21) */
Everything Mr*** stated is true for the most partWe did suggest wiper blade replacement for his vehicle due to the condition in which we found themWe did spend about 20-minutes showing him the video footage while his car was in the
shop and made it evident that we only inspected his wiper blades, (hence the suggestion of new ones), and he was satisfied that we did not damage his wiper blades while in our shopI had asked Mr*** if his vehicle had been garaged the entire time, (which was several days), or had he parked it anywhere elseHe stated that no it had not been inside the entire time as he went to a party and had parked his car in a field for the eveningI articulated to him that it could have been done at that time because due to our footage of the shop it was evident we did not damage his wiper bladesAt this point he stated that when we test drove his vehicle we must have drove down the street and the technician must have gotten out of the vehicle and damaged them at this timeI realized at this time it was a losing battle and Mr*** was continuously using profanityI disengaged from the conversation

October 1,
*** ***
Revdex.com
Euclid Avenue, 4th Floor
Cleveland, OH 44115-
RE: *** ***
Revdex.com 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

KeyBank National Association
*** *** *** ***
*** ** ***
August 13,
*** *** ***
*** *** ***
*** ** ***
Re: *** ***
*** **
*** *** *** ***
Commercial Loan Account No*** ***
(the “Loan")
Dear *** ***:
Your concerns addressed with the Office of Comptroller of the Currency have been Forwarded to my attention for review and responseThank you for taking the time to make us aware of your concerns
On behalf of KeyBank National Association (“KeyBank"), I would like to take this opportunity to apologize for the extended time that it took to research and respond to your concerns regarding the Annual Administrative Fee on the LoanPlease be assured that KeyBank is committed to providing you with excellent service, and we apologize that our service did not meet your expectations
The staff members responsible for granting these annual fee waivers were on extended leave at the time the original request was generated internally, which caused a delay i.n processing your requestYour concerns regarding your experience have been addressed internally by all appropriate personnel
Please be advised KeyBank takes discrimination claims seriouslyKeyBank complies with the Federal Equal Credit Opportunity Act and the Federal Fair Housing Act in addition to State anti-discrimination laws and does not discriminate against credit applicants or customers on the basis of age, race, color, religion, national origin, sex, sexual orientation, veteran status, disability, marital status, familial status (family size or childbearing intentions), receipt of income from public assistance,, or exercise of rights under the Consumer Protection Act
I have enclosed a copy of the Note/Welcome Letter that you agreed to in when the Loan was establishedPage 2, noof the Welcome Letter states: “Tire initial annual administrative fee due when the Account is opened will be waivedThe annual fee charged each year thereafter will be billed to your account‘ on its anniversary date as described in the Responsive Line of Credit Agreement" In addition, please refer to Page Section D-Applicant Agreement in which the Agreement states in pan: "By signing this Application below, Applicant agrees to be bound by the credit agreement, welcome letter and any other supplemental agreements provided to Applicant by KeyBank"
As a courtesy to you and as a result of the lengthy amount of time that it took KeyBank to respond to your request, KeyBank agreed to honor your request to refund this year’s Annual Administrative Fee on the Loan, which is a value of$
The Loan is set up on interest only payments and is blocked from fixture advances as you have requestedAdditionally, please be advised that KeyBank has not reported any derogatory lines to the credit bureau for this account based on a failure to pay the $annual fee
I regret that we are unable to honor your request for additional compensation, as the $was a good will gesture and not a requirement of KeyBank
We appreciate the opportunity to respond to your concernsKeyBank values your feedback and the opportunity to address your concerns with quality and integrityPlease contact me if you have any questions or if l may be of further assistance at ***
Sincerely,
*** ***
Operations Leader
Enclosures
cc: Office of Comptroller of the Currency
*** ***, Executive Client Relations, KeyBank

To whom it may concern:
I have some serious complaint about a company that we think need to be addressed immediately before something tragic happens to someone else
The issue is with the company Master Cool Specialist, whom we called in May of Our swamp cooler was not working so we called Master Cool Specialist who then sent out an employee by the name of *** put in a new motor and got our swamp cooler running againWhen *** finished we were paying him and he asked if my husband was going to live long enough to write the checkI found that to be sarcastic, rude and very unprofessional, especially after I had just told him my husband was going to the hospital the next day to have heart surgery called cabbage heart surgery
On July 5, our motor on the swamp cooler stoppedSo my husband and myself bought a new motor and tried to put it in with no luck so we called Master Cool Specialist and again they set out ***, who said we did a good job with what we h

KeyBank
4910 Tiedeman Road
Brooklyn, OH 44144
September 2, 2014
[redacted]
[redacted]
[redacted]
RE: Revdex.com Case No. [redacted]
Line of Credit No. Ending in [redacted] (the “Line”)
Dear [redacted]:
Your concerns,...

addressed with the Revdex.com, 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 [redacted]. if you have any further questions or concerns, and it will be my pleasure to assist you.
Sincerely,
[redacted]
Department Manager II, Collections

October 30, 2014
To: Revdex.com of Cleveland
From: [redacted]
Re: KeyBank complaint
 
KeyBank's response to the Revdex.com materially misrepresent the issues and their behavior.
 
Fee issue:
KeyBank, from [redacted], informed me in May 2014 the annual fee of $250 would be stopped and refunded. See details in original complaint of 7/30/14. KeyBank's response of August 13 2014 ignores this fact. KeyBank and instead misrepresents the issue to the Revdex.com and The Office of the Comptroller of Currency by pretending that KeyBank had not acted on the May 2014 request. I asked in [redacted] of KeyBank in May 2014, May Hay of KeyBank escalated internally for approval, [redacted] of KeyBank responded back to me soon after and informed me the request to refund and waive fees was approved and the line of credit would be closed to further advances as requested. It's that simple.
 
KeyBank's statement of 8/13/14 “The staff members responsible for granting these annual fee waiver were on extended leave at the time of the original request was generated internally, which caused a delay in processing your request.” misrepresent what actually happened and ignores the approval by [redacted] of KeyBank to waive fees in exchange for surrendering further advances on the line of credit.
 
KeyBank's internal operating difficulties have nothing to do with the promise I received from my May 2014 request. It is deceptive of KeyBank to represent to the Revdex.com and The Office of the Comptroller of Currency that KeyBank had only a processing delay.
 
KeyBank's attempt to distract the issue of keeping their promise by provided pages and pages of documents from 2006 is irrelevant to what transpired in May 2014. What a transparent attempt to cloud and change the subject with the Revdex.com and The Office of the Comptroller of Currency.
 
I reject KeyBank's offer of a “courtesy refund” and the false pretenses described in KeyBank's 8/13/14 response. My requests stated in the original complaint filed with the Revdex.com and The Office of the Comptroller of Currency on 8/1/14 remain unchanged.
 
 
Gender Discrimination:
KeyBank has made no attempt to explain why I, as a female, was later refused a refund and waiver of fees on my line of credit when at the very same time on a separate line of credit belonging to my husband has no such outcome. KeyBank quoted their anti-discrimination policy in their letter to me of 8/13/14 but was silent on their actual illegal behavior towards me. Explain the gender discrimination of KeyBank to me; why was it OK for the man but not OK the woman? I want an answer.
 
 
Conclusion:
I reject KeyBank's offer of a “courtesy refund” and the false pretenses described in KeyBank's 8/13/14 response. My requests stated in the original complaint filed with the Revdex.com and The Office of the Comptroller of Currency on 8/1/14 remain unchanged. Additionally, payments, interest fees, etc on the account need to be reformed or otherwise adjusted to resolve the KeyBank errors.
Explain the gender discrimination of KeyBank to me; why was it OK for the man but not OK the woman? I want an answer.

KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
July 17, 2014
[redacted]
Revdex.com
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
RE: ...

                      [redacted]
Revdex.com Complaint No. [redacted]
              
                
Dear [redacted]
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of [redacted]’s concerns. Upon speaking with [redacted] please be advised of the following:
[redacted] was advised his concerns were addressed internally. KeyBank found no bank error  and was in accordance with Collections guidelines. [redacted] was not reported to the credit reporting agencies by KeyBank however, the client was advised to reach out to the servicer, [redacted] 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,
[redacted]
Executive Client Relations
Office of the President