I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The gentleman I spoke to told me I missed a payment in October but the bill I usually pay is for $and all the letters I received demanding payment was for $Before when I called to find out why this odd amount was due I was told I did not owe any moneyI asked the gentleman to send me a bill but he refusesI told him I would pay this amount but after thinking about the conflicting stories I need to investigate this further with my bookkeeper who will come before May
KeyBank *** *** *** *** *** *** *** *** January 21, 2015 *** ** ** *** *** *** *** *** *** *** *** *** *** ** *** Dear *** ***: Your correspondence received on January 21, 2015, addressed to KeyBank National Association
("KeyBank"), has been reviewedThank you for taking the time to make us aware of your concerns regarding your recent experience. Please be assured that KeyBank is committed to providing excellent service and your concerns regarding your experience have been addressed internallyWe understand the importance of being able to access your online banking profile and regret any inconvenience you may have experienced as a result of this matter. KeyBank has strict standards and procedures designed to prevent unauthorized access to information that we apply to our facilities and online servicesTo ensure protection of your information, online banking users are locked out of online banking if they fail to enter the correct lpassword three (3) timesOn January 13, 2015, our records indicate there were three (3) attempts to log into online banking where the incorrect password was enteredSubsequently, your online banking profile was blocked to prevent unauthorized access to your informationUpon further review, our records reflect that you contacted KeyBank's online banking customer service department on January 13, and were able to successfully log in to online bankingIn the event you experience any difficulty logging into online banking, please contact our online banking specialists by telephone at 1-800-*** and it would be our pleasure to assist you. Thank you for allowing us the opportunity to respond to your concerns with quality and integrityPlease feel free to contact me at 1-***, if you have any questions or additional concerns, and it would be my pleasure to assist you. Sincerely,*** ***Operation Leader Enclosure Cc: *** *** ***, Executive Client Relations, Office of the President
[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.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
KeyBank
Executive Offices
Public Square
Cleveland, OH
May 20,
*** *** ***
Revdex.com
Euclid Avenue, 4th Floor Cleveland, OH 44115-
RE: *** ***
Revdex.com Complaint *** ***
*** *** ***
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** *** ***Please be assured that KeyBank is committed to providing excellent service
After responding to *** ***’s previous concerns on May 6, 2015, *** *** had informed us that he also wished to update his contact information and billing preferences, which were last updated in December 2014. Please know that while KeyBank is the lender of *** ***’s Loans, *** *** *** *** *** (“*** ***”) is the servicer of the LoansSubsequently, we have referred *** *** to contact *** *** to request his contact information be updated. Please know that *** *** may be contacted at 1-800-***, and it will their pleasure to assist *** ***
We appreciate the opportunity to respond to *** ***’s concerns
Sincerely,
*** ***
Executive Client Relations
Office of the President
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
A woman from Key Bank called me and I was in a meeting. I scheduled a time to speak with her but she missed that call then called back but I was again in a meeting and despite her stating she would call again, never has. Key bank then sent me a letter that did not in any way speak to the issue I have with them. My issue was not with their online security procedures (as their letter indicates) it was with the unprofessionalism and outright nastiness of the customer service personnel in their offices who deliberately made accessing my account uncessarily difficult and painful. I expect an answer from Key Bank as to how they are going to address this situation, not a form letter from a person that can't make appointments she sets with customers
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 July 6, 2016 Revdex.com Attn: Ms. [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: [redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 1, 2016, KeyBank responded to you in writing regarding our response to Ms [redacted]’s concerns. We have reviewed Ms [redacted]’s additional concerns and our position remains the same. We appreciate the opportunity to respond to Ms. [redacted]s’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jewel J[redacted] Jewel J[redacted] Executive Client Relations Office of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I stated before, this domino effect of overdraft charges was the result of Key Bank's fraudulent posting of my debits/credits (please refer back to my original complaint) and the lack of any communication regarding my so-called negative balance, which was never negative per the company's Key Bank iPhone app, which I check daily. As I stated in a 1:1 email with [redacted], I would be more than happy to submit my cellular phone records, which will show that no overdraft text notification was sent to my phone, and my email records which show that no overdraft email was sent to me to notify me that these overdrafts were happening. Now, after the fact, I'm sure they've altered the records to show that those notices were sent, but I assure that I received nothing during this period in question. I always get a text if my account falls below $10.00 and I always get an email the next day, if I have an overdraft notice....except somehow mysteriously during these transactions. The only text notifications I received were notifications of the deposits I made to my account the previous days. It boils down to big banks version of the story vs. the small customer's accurate depiction of what happened and we all know that the big bank is not going to admit any wrongdoing. That's how they make their money and how they have SO much of that money. They steal it from their "valued" customers. I will not accept anything less than a $225 credit to my account. Please let me know what other documentation you would like to see and I'd be happy to provide that for you. If the Revdex.com cannot resolve this, I will escalate the situation and retain legal counsel to go after them for my measly $225.00. Seems ridiculous to do have to do so for such a small amount to them (to me, it's a matter of being able to have electricity or food), but I cannot allow them to get away with this. Regards,
[redacted]
[redacted]to me KeyBankExecutive Offices127 Public SquareCleveland, OH 44144February 13, 2017Revdex.comAttn: Ms. Nichole [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408RE: Rochelle [redacted]Revdex.com Case No. [redacted]Dear...
Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office and the Consumer Financial Protection Bureau (the “CFPB”) by Ms. Rochelle [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On February 13, 2017, KeyBank responded to the CFPB and Ms. [redacted] regarding her concerns in writing. Attached for your review is a copy of our response. Please be advised that KeyBank’s position remains the same.We appreciate the opportunity to respond to Ms. [redacted]s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Richard [redacted]Executive Client RelationsOffice of the President[redacted] [redacted] [redacted]KeyBank N.A.31000 Lakeshore Boulevard Willowick, OH 44094February 13, 2017Ms. Rochelle [redacted]Re: Johnson, [redacted]Cleveland, OHCFPB Case No. [redacted]Key Business Saver Account No. Ending in [redacted] (the "Account")Dear Ms. [redacted]:We received the complaint that you filed through the Consumer Financial Protection Bureau in regards to your questions and concerns about the banking service KeyBank National Association ("KeyBank") provides.I would like to take this opportunity to apologize on behalf of KeyBank for any inconvenience you experienced and for the frustration you felt as a result of this matter. We at KeyBank strive to provide great service that helps you make confident financial decisions. Speaking for KeyBank, 1 sincerely regret that our service did not meet your needs. We have addressed the situation with all appropriate personnel.1 have reviewed your concerns and would like to offer the following:Pursuant to Part H; Section 7 of KeyBank's Deposit Account Agreement and Funds Availability Policy (copy enclosed):7. Special Rules for New Accounts. ifyou are a new customer, the following special rules may apply, at our discretion, during the first 30 days your account is open instead of the rules described above.Funds from electronic direct deposits to your account will be available on the business day that the fiords are due to you. Funds from deposits of cash, wire transfers, and the first 55,000 of a day's total deposits of cashier's, certified, teller's, traveler's, and federal, state and local government checks will be available on the first business day after the day of your deposit if the deposit meets certain conditions. For example, the checks must be payable to you (and you may have to use a special deposit slip). The excess over 55.000 will be available no later than the ninth business day after the day of your deposit. If your deposit of these checks (other than a U.S. Treasury check) is not made in person to one of our employees, the first 55,000 will not be available until the second business day after the day of your deposit.Funds held from all other check deposits will be available on the ninth business day after the day of your deposit.Please know this complaint was reviewed with the Southgate branch and it was confirmed that you were told incorrect information regarding the time frame in which KeyBank considers an account as new. We apologize for any confusion this may have caused.[Ms. Rochelle [redacted] February 13, 2017 Page 2]Our records show the Account was closed on February 2, 2017. Additionally, our records show a $25.00 Early Closure Penalty was assessed on February 2, 2017. Pursuant to KeyBank's Small Business Savings Account Fees and Disclosures (the "Disclosures'; copy enclosed), a $25.00 charge will be assessed if an account is closed within 180 days after opening. Our review determined the $25.00 Early Closure Penalty was assessed in accordance with the Disclosures. However, KeyBank has mailed an official bank check in the amount of $25.00 in a separate mailing to the address on file as reimbursement of this charge. Thank you for allowing us the opportunity to respond to your concerns. Please feel free to contact me at 1-800-539-1539 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) if you have any questions or additional concerns. I will be glad to assist you Sincerely, Colleen [redacted] Operations Leader KeyBank N.A. Enclosures cc: Consumer Financial Protection Bureau Richard [redacted], Executive Client Relations, KeyBank
[redacted]September 12, 2017Mr. Levi [redacted]Dear Mr. [redacted]:Thank you for taking the time to contact the Executive Offices of KeyBank National Association (“KeyBank”). Your feedback is important to us and your concerns have been reviewed.I have consulted with colleagues here about your situation.Please be assured that KeyBank is committed to providing excellent service and your concerns regarding your experience have been addressed internally.Our records reflect that the late fee that was assessed on July 3, 2017 was not a result of a bank error; however, as a courtesy KeyBank waived the $14.00 late fee on September 1, 2017.In reviewing this matter it was determined the late fee was assessed as a result of the June 27, 2017 due date not being satisfied on time. The June 2017 payment was satisfied in full on July 14, 2017 and applied as follows: $0.30 interest and $13.75 in fees. This caused a late fee to be incurred in the amount of $14.00. The August 2017 statement reflects the late charge assessed as it was assessed to the account on July 3, 2017, the start of the statement cycle. The fee has been waived and the reimbursement will be reflected on your statement generated September 2, 2017.Our records reflect account ending in 0622 is paid current and the next payment is due September 27, 2017 in the amount of $50.00.In closing, please know that KeyBank values your feedback and the opportunity to address your concerns. We appreciate your business and look forward to continuing to work with you. Please feel free to contact us at 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) if you have any questions or additional concerns. We will be glad to assist you.Sincerely,Elizabeth [redacted]Department Manager, Operations
KeyBank 127 Public SquareCleveland, OH 44144 November 23, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: Revdex.com Case No....
[redacted] [redacted] Dear Ms. Ibrahim: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service and his concerns regarding his experience have been addressed internally. On November 3, 2016, KeyBank verbally responded to Mr. [redacted]’s concerns. Our review determined that the Late Fee assessed to Mr. [redacted]’s line of credit on October 8, 2016, was in accordance with the Preferred Credit Line Agreement Disclosure, which are provided to all clients at account opening. Our review found no bank error. However, as a gesture of goodwill, on November 3, 2016 KeyBank refunded $35.00. Additionally, please know that our review found that Mr. [redacted] accessed his Online Banking account, and had the opportunity to review his electronic monthly statement, prior to the assessment of the Late Fee. Mr. [redacted] may un-enroll from electronic statements via Online Banking, by visiting his local branch or by contacting us at 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted]Executive Client Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11952387, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]They took almost week to review my account and while they admitted that I had reached the highest level of keybank in terms of voicing my complaint, they still decided that I was not worth any more credits to the account. Although they did help me with credit for fees before in the past, it was not unfortunately sufficient for me and the fees waived occurred prior to my complaint and ask almost irrelevant. As there were prior issues addressed which the credits were warranted. I would like to continue working with key bank and give them a chance but it seems they do not value my business
Regards,
Jason [redacted]
As required under the Financial Industry Regulatory Authority (“FINRA”) rules, Key Investment Services (“KIS”) is required to respond to all KIS customer complaints. Ms. [redacted]'s concerns have been forwarded to the appropriate parties within KIS and they will handle this matter going...
forward in accordance with industry rules. KIS will reply directly to Ms. [redacted]upon completion of their review.
Mr. Scott [redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Scott [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On February 28, 2017, KeyBank delivered our resolution to Mr. [redacted] concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Mr. [redacted] concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jewel [redacted] Jewel [redacted] Executive Client Relations Office of the President
KeyBankExecutive Offices127 Public SquareCleveland, OH 44144 October 20, 2016 Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408 RE: Ms. [redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms.Baker. We understand the importance of our client’s financial wellness. Please be assured that KeyBankis committed to providing excellent service. On September 30, 2016, October 12, 2016 and again on October 20, 2016,KeyBank responded to Ms. [redacted]’s concerns in writing.Our review found that due to privacy we are not able to discuss her father’s account with her andtherefore, we consider this matter closed.We appreciate the opportunity to respond to Ms. [redacted]’s’ concerns with quality and integrity. Thank youfor your consideration in this matter. Sincerely, Jewel J[redacted] Jewel J[redacted]Executive Client RelationsOffice of the President
[redacted] <[redacted]@gmail.com>8:36 PM to me Hi! In regards to complaint ID #[redacted], the matter has been resolved. I received a call from Kay Bank & they agreed to refund my money.Thank you for your time & assistance,[redacted]
[redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 28, 2016, KeyBank delivered our resolution to Mr. [redacted]’s concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Ms. Morris’ concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted] Jeanette P[redacted] Executive Client Relations Office of the President
KeyBank 127 Public SquareCleveland, OH 44144 March 29, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: Revdex.com Case No. [redacted]Dear Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of...
a complaint filed with your office by Ms. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that, on March 29, 2016, KeyBank responded to Ms. [redacted] concerns in writing.Our review determined that the overdraft-related service charges assessed to Ms. [redacted]’s checking account, as well as her checking account’s subsequent charge off, were in accordance with the KeyBank Deposit Account Agreement and Funds Availability policy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the “Disclosures”), which are provided to all clients at account opening. Our review found no bank error. Subsequently, we regret that KeyBank is unable to honor Ms. [redacted]’s request for reimbursement of appropriately assessed overdraft-related service charges. Additionally, with regard to Ms. [redacted]’s statement regarding a transaction that took place on January 15, 2016, please be advised that we were unable to locate any evidence of said transaction. However, Ms. [redacted] has been advised that if she has any documentation reflecting such a transaction, she may forward it to my attention for further review. Lastly, our review also determined that the monthly maintenance service charges assessed to Ms. [redacted]’s savings account were in accordance with the Personal Savings Account Fees and Disclosures, which were also provided to her at account opening. Our review found no bank error. However, as a gesture of goodwill, KeyBank refunded $24.00 in monthly maintenance service charges to the savings account on March 22, 2016.We appreciate the opportunity to respond to Ms. [redacted]’ concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Lisa B[redacted]Executive Client RelationsOffice of the President
[redacted]August 3, 2017Revdex.comAttn: Mr. Lou [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408RE: [redacted] LeviRevdex.com Case No. [redacted]Dear Mr. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with...
your office by Ms. Levi [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 26, 2017, KeyBank responded to Ms. [redacted]’s concerns in writing and requested that she contact our office. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Betty [redacted]Betty [redacted]Executive Client RelationsOffice of the President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
From: [redacted]Date: Mon, Nov 9, 2015 at 1:16 PMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted]My rebuttal is...I restate my original objection to their actions. Their actions have nothing to do with my relationship with them. They had no history of my missing any payments or being delinquent on my account. In point of fact while other companies had reason to close my accounts Key Bank did not. I made a significant payment in August 2015. I have no Key Bank branches in my area that I can go into to make payments. The other damage Key Bank has done to me is because of their unwarranted actions they have damaged further my credit reputation. To illustrate plainly... Key Bank closed my account without merit. They report to the credit reporting agencies I am a bad risk but they created their part of that with their own actions. Seems like arrogance in a big way on their part.Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The gentleman I spoke to told me I missed a payment in October but the bill I usually pay is for $and all the letters I received demanding payment was for $Before when I called to find out why this odd amount was due I was told I did not owe any moneyI asked the gentleman to send me a bill but he refusesI told him I would pay this amount but after thinking about the conflicting stories I need to investigate this further with my bookkeeper who will come before May
KeyBank *** *** *** *** *** *** *** *** January 21, 2015 *** ** ** *** *** *** *** *** *** *** *** *** *** ** *** Dear *** ***: Your correspondence received on January 21, 2015, addressed to KeyBank National Association
("KeyBank"), has been reviewedThank you for taking the time to make us aware of your concerns regarding your recent experience. Please be assured that KeyBank is committed to providing excellent service and your concerns regarding your experience have been addressed internallyWe understand the importance of being able to access your online banking profile and regret any inconvenience you may have experienced as a result of this matter. KeyBank has strict standards and procedures designed to prevent unauthorized access to information that we apply to our facilities and online servicesTo ensure protection of your information, online banking users are locked out of online banking if they fail to enter the correct lpassword three (3) timesOn January 13, 2015, our records indicate there were three (3) attempts to log into online banking where the incorrect password was enteredSubsequently, your online banking profile was blocked to prevent unauthorized access to your informationUpon further review, our records reflect that you contacted KeyBank's online banking customer service department on January 13, and were able to successfully log in to online bankingIn the event you experience any difficulty logging into online banking, please contact our online banking specialists by telephone at 1-800-*** and it would be our pleasure to assist you. Thank you for allowing us the opportunity to respond to your concerns with quality and integrityPlease feel free to contact me at 1-***, if you have any questions or additional concerns, and it would be my pleasure to assist you. Sincerely,*** ***Operation Leader Enclosure Cc: *** *** ***, Executive Client Relations, Office of the President
[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.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
KeyBank
Executive Offices
Public Square
Cleveland, OH
May 20,
*** *** ***
Revdex.com
Euclid Avenue, 4th Floor Cleveland, OH 44115-
RE: *** ***
Revdex.com Complaint *** ***
*** *** ***
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by *** *** ***Please be assured that KeyBank is committed to providing excellent service
After responding to *** ***’s previous concerns on May 6, 2015, *** *** had informed us that he also wished to update his contact information and billing preferences, which were last updated in December 2014. Please know that while KeyBank is the lender of *** ***’s Loans, *** *** *** *** *** (“*** ***”) is the servicer of the LoansSubsequently, we have referred *** *** to contact *** *** to request his contact information be updated. Please know that *** *** may be contacted at 1-800-***, and it will their pleasure to assist *** ***
We appreciate the opportunity to respond to *** ***’s concerns
Sincerely,
*** ***
Executive Client Relations
Office of the President
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
A woman from Key Bank called me and I was in a meeting. I scheduled a time to speak with her but she missed that call then called back but I was again in a meeting and despite her stating she would call again, never has. Key bank then sent me a letter that did not in any way speak to the issue I have with them. My issue was not with their online security procedures (as their letter indicates) it was with the unprofessionalism and outright nastiness of the customer service personnel in their offices who deliberately made accessing my account uncessarily difficult and painful. I expect an answer from Key Bank as to how they are going to address this situation, not a form letter from a person that can't make appointments she sets with customers
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 July 6, 2016 Revdex.com Attn: Ms. [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: [redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 1, 2016, KeyBank responded to you in writing regarding our response to Ms [redacted]’s concerns. We have reviewed Ms [redacted]’s additional concerns and our position remains the same. We appreciate the opportunity to respond to Ms. [redacted]s’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jewel J[redacted] Jewel J[redacted] Executive Client Relations Office of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I stated before, this domino effect of overdraft charges was the result of Key Bank's fraudulent posting of my debits/credits (please refer back to my original complaint) and the lack of any communication regarding my so-called negative balance, which was never negative per the company's Key Bank iPhone app, which I check daily. As I stated in a 1:1 email with [redacted], I would be more than happy to submit my cellular phone records, which will show that no overdraft text notification was sent to my phone, and my email records which show that no overdraft email was sent to me to notify me that these overdrafts were happening. Now, after the fact, I'm sure they've altered the records to show that those notices were sent, but I assure that I received nothing during this period in question. I always get a text if my account falls below $10.00 and I always get an email the next day, if I have an overdraft notice....except somehow mysteriously during these transactions. The only text notifications I received were notifications of the deposits I made to my account the previous days. It boils down to big banks version of the story vs. the small customer's accurate depiction of what happened and we all know that the big bank is not going to admit any wrongdoing. That's how they make their money and how they have SO much of that money. They steal it from their "valued" customers. I will not accept anything less than a $225 credit to my account. Please let me know what other documentation you would like to see and I'd be happy to provide that for you. If the Revdex.com cannot resolve this, I will escalate the situation and retain legal counsel to go after them for my measly $225.00. Seems ridiculous to do have to do so for such a small amount to them (to me, it's a matter of being able to have electricity or food), but I cannot allow them to get away with this. Regards,
[redacted]
[redacted]to me KeyBankExecutive Offices127 Public SquareCleveland, OH 44144February 13, 2017Revdex.comAttn: Ms. Nichole [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408RE: Rochelle [redacted]Revdex.com Case No. [redacted]Dear...
Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office and the Consumer Financial Protection Bureau (the “CFPB”) by Ms. Rochelle [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On February 13, 2017, KeyBank responded to the CFPB and Ms. [redacted] regarding her concerns in writing. Attached for your review is a copy of our response. Please be advised that KeyBank’s position remains the same.We appreciate the opportunity to respond to Ms. [redacted]s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Richard [redacted]Executive Client RelationsOffice of the President[redacted] [redacted] [redacted]KeyBank N.A.31000 Lakeshore Boulevard Willowick, OH 44094February 13, 2017Ms. Rochelle [redacted]Re: Johnson, [redacted]Cleveland, OHCFPB Case No. [redacted]Key Business Saver Account No. Ending in [redacted] (the "Account")Dear Ms. [redacted]:We received the complaint that you filed through the Consumer Financial Protection Bureau in regards to your questions and concerns about the banking service KeyBank National Association ("KeyBank") provides.I would like to take this opportunity to apologize on behalf of KeyBank for any inconvenience you experienced and for the frustration you felt as a result of this matter. We at KeyBank strive to provide great service that helps you make confident financial decisions. Speaking for KeyBank, 1 sincerely regret that our service did not meet your needs. We have addressed the situation with all appropriate personnel.1 have reviewed your concerns and would like to offer the following:Pursuant to Part H; Section 7 of KeyBank's Deposit Account Agreement and Funds Availability Policy (copy enclosed):7. Special Rules for New Accounts. ifyou are a new customer, the following special rules may apply, at our discretion, during the first 30 days your account is open instead of the rules described above.Funds from electronic direct deposits to your account will be available on the business day that the fiords are due to you. Funds from deposits of cash, wire transfers, and the first 55,000 of a day's total deposits of cashier's, certified, teller's, traveler's, and federal, state and local government checks will be available on the first business day after the day of your deposit if the deposit meets certain conditions. For example, the checks must be payable to you (and you may have to use a special deposit slip). The excess over 55.000 will be available no later than the ninth business day after the day of your deposit. If your deposit of these checks (other than a U.S. Treasury check) is not made in person to one of our employees, the first 55,000 will not be available until the second business day after the day of your deposit.Funds held from all other check deposits will be available on the ninth business day after the day of your deposit.Please know this complaint was reviewed with the Southgate branch and it was confirmed that you were told incorrect information regarding the time frame in which KeyBank considers an account as new. We apologize for any confusion this may have caused.[Ms. Rochelle [redacted] February 13, 2017 Page 2]Our records show the Account was closed on February 2, 2017. Additionally, our records show a $25.00 Early Closure Penalty was assessed on February 2, 2017. Pursuant to KeyBank's Small Business Savings Account Fees and Disclosures (the "Disclosures'; copy enclosed), a $25.00 charge will be assessed if an account is closed within 180 days after opening. Our review determined the $25.00 Early Closure Penalty was assessed in accordance with the Disclosures. However, KeyBank has mailed an official bank check in the amount of $25.00 in a separate mailing to the address on file as reimbursement of this charge. Thank you for allowing us the opportunity to respond to your concerns. Please feel free to contact me at 1-800-539-1539 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) if you have any questions or additional concerns. I will be glad to assist you Sincerely, Colleen [redacted] Operations Leader KeyBank N.A. Enclosures cc: Consumer Financial Protection Bureau Richard [redacted], Executive Client Relations, KeyBank
[redacted]September 12, 2017Mr. Levi [redacted]Dear Mr. [redacted]:Thank you for taking the time to contact the Executive Offices of KeyBank National Association (“KeyBank”). Your feedback is important to us and your concerns have been reviewed.I have consulted with colleagues here about your situation.Please be assured that KeyBank is committed to providing excellent service and your concerns regarding your experience have been addressed internally.Our records reflect that the late fee that was assessed on July 3, 2017 was not a result of a bank error; however, as a courtesy KeyBank waived the $14.00 late fee on September 1, 2017.In reviewing this matter it was determined the late fee was assessed as a result of the June 27, 2017 due date not being satisfied on time. The June 2017 payment was satisfied in full on July 14, 2017 and applied as follows: $0.30 interest and $13.75 in fees. This caused a late fee to be incurred in the amount of $14.00. The August 2017 statement reflects the late charge assessed as it was assessed to the account on July 3, 2017, the start of the statement cycle. The fee has been waived and the reimbursement will be reflected on your statement generated September 2, 2017.Our records reflect account ending in 0622 is paid current and the next payment is due September 27, 2017 in the amount of $50.00.In closing, please know that KeyBank values your feedback and the opportunity to address your concerns. We appreciate your business and look forward to continuing to work with you. Please feel free to contact us at 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) if you have any questions or additional concerns. We will be glad to assist you.Sincerely,Elizabeth [redacted]Department Manager, Operations
My name is [redacted] and I had a complaint against key bank. I would like to cancel it. It has been resolved. Thanks
KeyBank 127 Public SquareCleveland, OH 44144 November 23, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: Revdex.com Case No....
[redacted] [redacted] Dear Ms. Ibrahim: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service and his concerns regarding his experience have been addressed internally. On November 3, 2016, KeyBank verbally responded to Mr. [redacted]’s concerns. Our review determined that the Late Fee assessed to Mr. [redacted]’s line of credit on October 8, 2016, was in accordance with the Preferred Credit Line Agreement Disclosure, which are provided to all clients at account opening. Our review found no bank error. However, as a gesture of goodwill, on November 3, 2016 KeyBank refunded $35.00. Additionally, please know that our review found that Mr. [redacted] accessed his Online Banking account, and had the opportunity to review his electronic monthly statement, prior to the assessment of the Late Fee. Mr. [redacted] may un-enroll from electronic statements via Online Banking, by visiting his local branch or by contacting us at 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted]Executive Client Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11952387, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]They took almost week to review my account and while they admitted that I had reached the highest level of keybank in terms of voicing my complaint, they still decided that I was not worth any more credits to the account. Although they did help me with credit for fees before in the past, it was not unfortunately sufficient for me and the fees waived occurred prior to my complaint and ask almost irrelevant. As there were prior issues addressed which the credits were warranted. I would like to continue working with key bank and give them a chance but it seems they do not value my business
Regards,
Jason [redacted]
As required under the Financial Industry Regulatory Authority (“FINRA”) rules, Key Investment Services (“KIS”) is required to respond to all KIS customer complaints. Ms. [redacted]'s concerns have been forwarded to the appropriate parties within KIS and they will handle this matter going...
forward in accordance with industry rules. KIS will reply directly to Ms. [redacted]upon completion of their review.
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 February 28, 2017 Revdex.com Attn: [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
Mr. Scott [redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Scott [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On February 28, 2017, KeyBank delivered our resolution to Mr. [redacted] concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Mr. [redacted] concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jewel [redacted] Jewel [redacted] Executive Client Relations Office of the President
KeyBankExecutive Offices127 Public SquareCleveland, OH 44144 October 20, 2016 Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408 RE: Ms. [redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms.Baker. We understand the importance of our client’s financial wellness. Please be assured that KeyBankis committed to providing excellent service. On September 30, 2016, October 12, 2016 and again on October 20, 2016,KeyBank responded to Ms. [redacted]’s concerns in writing.Our review found that due to privacy we are not able to discuss her father’s account with her andtherefore, we consider this matter closed.We appreciate the opportunity to respond to Ms. [redacted]’s’ concerns with quality and integrity. Thank youfor your consideration in this matter. Sincerely, Jewel J[redacted] Jewel J[redacted]Executive Client RelationsOffice of the President
[redacted] <[redacted]@gmail.com>8:36 PM to me Hi! In regards to complaint ID #[redacted], the matter has been resolved. I received a call from Kay Bank & they agreed to refund my money.Thank you for your time & assistance,[redacted]
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 August 4, 2016 Revdex.com Attn: Ms. [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 28, 2016, KeyBank delivered our resolution to Mr. [redacted]’s concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Ms. Morris’ concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted] Jeanette P[redacted] Executive Client Relations Office of the President
KeyBank 127 Public SquareCleveland, OH 44144 March 29, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: Revdex.com Case No. [redacted]Dear Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of...
a complaint filed with your office by Ms. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that, on March 29, 2016, KeyBank responded to Ms. [redacted] concerns in writing.Our review determined that the overdraft-related service charges assessed to Ms. [redacted]’s checking account, as well as her checking account’s subsequent charge off, were in accordance with the KeyBank Deposit Account Agreement and Funds Availability policy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the “Disclosures”), which are provided to all clients at account opening. Our review found no bank error. Subsequently, we regret that KeyBank is unable to honor Ms. [redacted]’s request for reimbursement of appropriately assessed overdraft-related service charges. Additionally, with regard to Ms. [redacted]’s statement regarding a transaction that took place on January 15, 2016, please be advised that we were unable to locate any evidence of said transaction. However, Ms. [redacted] has been advised that if she has any documentation reflecting such a transaction, she may forward it to my attention for further review. Lastly, our review also determined that the monthly maintenance service charges assessed to Ms. [redacted]’s savings account were in accordance with the Personal Savings Account Fees and Disclosures, which were also provided to her at account opening. Our review found no bank error. However, as a gesture of goodwill, KeyBank refunded $24.00 in monthly maintenance service charges to the savings account on March 22, 2016.We appreciate the opportunity to respond to Ms. [redacted]’ concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Lisa B[redacted]Executive Client RelationsOffice of the President
[redacted]August 3, 2017Revdex.comAttn: Mr. Lou [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408RE: [redacted] LeviRevdex.com Case No. [redacted]Dear Mr. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with...
your office by Ms. Levi [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 26, 2017, KeyBank responded to Ms. [redacted]’s concerns in writing and requested that she contact our office. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Betty [redacted]Betty [redacted]Executive Client RelationsOffice of the President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
From: [redacted]Date: Mon, Nov 9, 2015 at 1:16 PMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted]My rebuttal is...I restate my original objection to their actions. Their actions have nothing to do with my relationship with them. They had no history of my missing any payments or being delinquent on my account. In point of fact while other companies had reason to close my accounts Key Bank did not. I made a significant payment in August 2015. I have no Key Bank branches in my area that I can go into to make payments. The other damage Key Bank has done to me is because of their unwarranted actions they have damaged further my credit reputation. To illustrate plainly... Key Bank closed my account without merit. They report to the credit reporting agencies I am a bad risk but they created their part of that with their own actions. Seems like arrogance in a big way on their part.Regards,
[redacted]