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. Key bank allowed a $44 transfer from one account, to the other, which put one account in the negative and started a spiral of overdraft charges. Our account may have been opened with overdraft consent, however through online banking that was changed to not allow overdrafts. This money was stolen because of a banking error, I trusted my bank to nt allow falulty transfers that we didnt even make.
Regards,
[redacted]
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of our client’s concerns.
Please be advised after further review, [redacted]’s request has been denied. [redacted] had been verbally advised of the final resolution on October, 14, 2014; October 23, 2014 and written correspondence mailed to the client on November 4, 2014. A copy of the written correspondence and additional attachments have been foward to the Revdex.com November 24, 2014.
Please be assured that KeyBank is committed to providing our customers excellent service. Thank you for your consideration in this matter.
KeyBank does consider this matter closed.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
May 16, 2016Revdex.com Attn: Ms. Aisha [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408RE: [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. Please know that KeyBank has delivered our resolution to Mr. [redacted]’s concerns verbally.The criteria for qualifying for the $300.00 Cash Reward premium are detailed in KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. The concerns regarding Mr. [redacted]’s experience have been addressed internally by all appropriate personnel. Pursuant to our conversation with Mr. [redacted], and as a gesture of goodwill, a credit in the amount of $300.00 was deposited to his Account on May 16, 2016. We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Jewel J[redacted]Jewel J[redacted]Executive Client RelationsOffice of the President
Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408RE: Mr. [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]. Please be advised KeyBank...
received a similar complaint through the Consumer ProtectionFinancial Bureau (the “[redacted]”) and the [redacted] (the “**”). We understand theimportance of our client’s financial wellness. Please be assured that KeyBank is committed to providingexcellent service. On October 7, 2016, KeyBank responded to the [redacted], the **, and Mr. [redacted]regarding this concern in writing.KeyBank is not in possession of the signed authorization to release information from Mr. [redacted]. If youwould like a copy of the response, we kindly ask that you work with Mr. [redacted].We appreciate the opportunity to respond to Mr. [redacted]’ concerns with quality and integrity. Thank youfor your consideration in this matter.Sincerely,Ashley B[redacted]Ashley B[redacted]Executive Client RelationsOffice of the President
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. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 14, 2016, KeyBank responded to Ms. [redacted]’ concerns in writing. 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]’ concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted] Jeanette P[redacted]Executive Client RelationsOffice of the President
KeyBank National Association is in receipt of a complaint filed with your office by [redacted] [redacted]. Thank you for making us aware of [redacted]'s concern. Please be advised we are working directly with the client to address his immediate concerns.
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
---------- Forwarded message ----------From: [redacted] <[redacted]@outlook.com>Date: Thu, Jun 23, 2016 at 5:21 PMSubject: Complaint [redacted]To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>Good Evening,I recently received a letter from you all stating my case was closed for...
"information purposes only" because I failed to submit a release letter. I have been terribly busy and so had not responded to the request for release. Key bank has responded and they did decide to refund my fees as requested. I would like to have a chance to sign the release so the resolution can be published by Revdex.com and properly explain their business practices. I believe I will still close my account however it will cost to close it right now so I may wait it out the next couple of months. I really don't want to give them any additional money. I still believe their banking practices are terrible.[redacted]Email: [redacted]@outlook.com
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. At Key, we are committed to ensuring the ease of doing business with our clients.
I appreciated the opportunity to speak with Mr. [redacted] over the telephone and advise him that a wire transfer, in the amount of $13,589.78, was remitted to his checking account pursuant to the instruction provided by the Estate in question.
We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
Phillip R[redacted]
Executive Client Relations
Office of the President
KeyBank800 Superior AvenueCleveland, OH 44114September 29, 2016Mr. [redacted]3654 E 113th StreetCleveland, OH 44105-2536RE: Revdex.com Case No: [redacted]Key Express Checking Account No. Ending in [redacted] (the “Account”)Dear Mr. [redacted]:We received your complaint that you filed through the Better Business...
Bureau in regards to your questions andconcerns about the banking service KeyBank National Association (“KeyBank”) provides to you.I would like to take this opportunity to apologize on behalf of KeyBank for any inconvenience youexperienced and for the frustration you felt as a result of this matter. We at KeyBank strive to provide greatservice that helps you make confident financial decisions.KeyBank proudly strives to offer clients a number of convenient ways to manage their banking. Please feelfree to enjoy the convenience and time-saving benefits of KeyBank’s extensive ATM and Branch network,Online Banking at Key.com, or our award winning Mobile App, which allows many of the same functionsclients may access via Online Banking from the convenience of their mobile device.I have reviewed the Account and determined that the $67.50 in overdraft-related service charges assessed tothe Account since June 3, 2016 were in accordance with the KeyBank Deposit Account Agreement and FundsAvailability policy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the“Disclosures”), which were provided to you at Account opening, as well as your having “opted in” overdraftconsent pursuant to Regulation E. I have enclosed the most recent copies of the Agreement and Disclosures foryour review.Our review found no bank error. However as a gesture of goodwill, KeyBank refunded $67.50 to the Accounton September 22, 2016. This fee waiver will be reflected on your next statement. We regret that we are unableto honor additional requests for reimbursement of appropriately assessed service charges.Please be aware that as per Electronic Fund Transfers Regulation E (“Reg E”), clients must consent to “opt in”if they want their bank to allow them to overdraw their account for ATM and everyday debit card transactions.Please note that only ATM and everyday debit card transactions are affected by Reg E. “Everyday” debit cardtransactions are typical transactions most people make with their debit card in daily shopping. “Recurring”debit card transactions, such as automatic withdrawals authorized on accounts using a debit card, are notaffected by Reg E.Please note that only ATM and everyday debit card transactions are affected by Electronic Fund TransfersRegulation E (“Reg E). “Everyday” debit card transactions are typical transactions most people make withtheir debit card in daily shopping. “Recurring” debit card transactions, such as automatic withdrawalsauthorized on accounts using a debit card, are not affected by Reg E. Our records indicate that on April 28,2016, you consented to overdraft services pursuant to Reg E, thereby authorizing KeyBank to assess overdraftfees in the event that an ATM or Everyday debit transaction is presented to the Account against insufficientfunds. This does not, however, prevent all fees from being assessed to the Account. If a check or electronicwithdrawal is presented to the Account against insufficient funds, a Returned Item Charge will be assessed.Enclosed is a copy of the confirmation letter that was mailed to the address on the Account.You may change your election at any time by calling 1-888-725-7606, signing on to Online Banking andselecting the Overdraft Services Options link on the Self Service tab, or by visiting any KeyBank branch.Please note that your change will not be effective until the next business day after KeyBank receives it. Foradditional information concerning this regulatory requirement please visit www.key.com/ODinfo.I would like to take the opportunity to explain why these fees were assessed to the Account:KeyBank posts items to the Account within prior-day and current-day posting categories. Within thesecategories, we post ATM and debit card transactions based on the authorization date and time, and if theauthorization date and time is not available we use settlement date and time. We post checks in check numberorder. For all other types of items within each posting category we post items from lowest dollar amount tohighest dollar amount.In assisting you in understanding KeyBank’s pending transactions activity, I would like to explain that until atransaction authorization is requested by the merchant, to whom clients provide their debit card information,KeyBank has no knowledge of the purchase. KeyBank has no control over when a merchant requests atransaction authorization. When the transaction authorization is requested, a pending transaction is placed onthe Account. When the actual charge is received from the merchant, the transaction is removed from thepending activity and the actual charge is posted to the Account. That is the reason it is necessary for the fundsto be in the Account prior to making the purchase.For additional clarification, note that weekend transactions will be posted prior to posting the activityconducted during normal business hours on Monday. For example, on Monday night, any deposits madeduring the weekend will post before weekend debits, and then any credits made during Monday business hourswill post before debits from Monday business hours. Clients are responsible for having the funds available tocover a transaction both when the authorization is made and when it posts to the Account; however, anoverdraft-related fee is not assessed twice for the same transaction.Please refer to Section 6 in the Agreement as it is relevant to paying items on an account in which there may beinsufficient funds, as well as payment of associated service charges. The chart in Section 6 illustrates howKeyBank processes transactions, effective November 15, 2013. Authorizing items into overdraft when theAccount has insufficient funds is also discussed in Section 2 of the Agreement.We are empathetic to the fact that unforeseen circumstances can result in either an overdraft situation or areturned item. As such, KeyBank provides several resources to assist clients in balancing their account. Thisincludes statements, automated telephone service, toll-free client representative support and Online Banking.KeyBank also offers overdraft protection to those applicants that meet our qualification criteria.Our records show that, on June 3, 2016, the beginning available balance in the Account was $42.57, which wasincreased to $44.57 by a $2.00 deposit at a branch. The available balance was then reduced to (-$.0.42) by anautomatic deduction by New York Life Insurance, in the amount of $44.99. Subsequently, that same day, theAccount was assessed a $39.00 Overdraft Item Charge resulting in a negative end-of-day balance of (-$39.42).For your review, I have also included copies of the Notices of Insufficient Funds and Charges to the Account,which were made available to you since June 6, 2016, and illustrate how the Account incurred overdraft-related service charges since June 3, 2016.As of September 29, 2016, the Account has a negative balance owing KeyBank of (-$15.31). As explainedabove, the remaining balance is a result of transactions that posted to the Account. Please refer to Section 16of the Agreement as it states, in part, “We reserve the right to close any or all of your Accounts at any time forany reason, whatsoever, including, but not limited to, because you have an excessive number or amount ofoverdrafts or your account is overdrawn for more than 10 days.” If you would like to make arrangements toreconcile the Account, you may contact us at 1-800-877-2860. If the amount owed to KeyBank remainsdelinquent, the Account will be closed by KeyBank and the negative balance will be referred to a collectionagency. In addition, the Account may then be reported to ChexSystems.Thank you for allowing us the opportunity to respond to your concerns with quality and integrity. Please feelfree to contact me at (216) 828-8696 if you have any questions or additional concerns, and it would be mypleasure to assist you.Sincerely,Clozette T. H[redacted]Operations LeaderEnclosurescc: Jeanette P[redacted], Executive Client Relations, Office of the President
KeyBank National Association is in receipt of a complaint filed with your office by Ms. [redacted]. Thank you for making us aware of our client’s concerns.
Please be advised that KeyBank was able to contact Ms. [redacted] and we have sent her documentation for an extension on her loan. The client has been advised she will need to meet the requirements in order to be approved for the extension.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Levi [redacted]
IRevdex.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.
Regards,
[redacted]
The issue was not resolve as Keybank stated. It was just back forth smart comment made to me from the employee. I stated will be writing President of Keybank and any other agency that will listen.
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.
Please be assured that KeyBank is committed to providing excellent service. We regret any inconvenience or frustration that [redacted] may have experienced as a result of this matter.
After careful review of [redacted]’s concerns, I would like to offer you the following:
The criteria for qualifying for the $150.00 Cash Reward promotion are detailed in KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. As stated in KeyBank’s advertising literature, in order to receive the promotion reward, the following must be met:
Open a qualifying account between June 2, 2014 and October 3, 2014 and
Make at least $1,000.00 in cumulative direct deposits within the first 60 days of account opening
Our records show that the Account was opened online on May 30, 2014, prior to the qualifying dates and without the Promotion Code for the $150.00 Cash Reward promotion. However, as a gesture of goodwill, KeyBank has honored [redacted]’s request for participation in the Cash Reward promotion. The $150.00 Cash Reward premium has been credited to the Account On October 9, 2014.
Thank you for your consideration in this matter.
KeyBank considers this matter closed.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
(`'KeyBank") is in receipt of a complaint filed with your office by Ms. [redacted]. On January 4, 2016, KeyBank delivered our resolution to Ms. [redacted]'s concerns verbally. We understand the importance of our client's financial wellness. Please be aware that MasterCard requires a signed statement from the client before KeyBank may contact a merchant on their behalf. Therefore, when a dispute on any Debit Card transaction is reported, KeyBank sends a notice acknowledging that the dispute has been recorded, along with a Dispute Form to be completed and returned to us. Our records indicate that on June 24, 2015, a dispute was filed for a transaction in the amount of $249.00 from SafeCart that was debited from the account on June 15, 2015. On June 26, 2015, a letter was mailed to Ms. [redacted] at the address on file, offering provisional credit while this dispute was being researched. KeyBank received her response to our letter and issued a provisional credit in the amount of $249.00 to the Account. Pursuant to KeyBank's Disclosure Statement and Terms and Conditions for Electronic Fund Transfer Transactions, which is provided to all clients at account opening, KeyBank has a total of ninety (90) calendar days from the date we received the required information to research a dispute resulting from a POS transaction. Please be aware that the credit to the Account is provisional, pending the outcome of our investigation. On August 25, 2015, a letter was sent to Ms. [redacted] advising her that KeyBank was unable to complete the investigation, since the Dispute Form was not returned. We further explained that unless we received the Dispute Form, the Provisional Credit would be reversed on September 1, 2015. On September 3, 2015, a letter was sent to Ms. [redacted] verifying that we received her completed Dispute Form. Subsequently, the provisional credit in the amount of $249.00 was credited back to her account while we completed our investigation. On October 28, 2015, we sent a letter requesting additional information, based on the documentation we received from the merchant, no later than November 12, 2015. On November 12, 2015, due to having not received a response and the information that the merchant provided to us, KeyBank mailed Ms. [redacted] advising that we were unable to continue with this investigation and that the Provisional Credit would be removed from the account on November 19, 2015. With regard to Ms. [redacted] stating in her complaint that she moved and did not receive the aforementioned mailings, please be advised that in accordance with Section 24 of KeyBank's Deposit Account Agreement and Funds Availability Policy (the "Agreement"), which is provided to all clients at account opening, it is her responsibility for making sure that KeyBank is in possession of a current address for the Account. As KeyBank was not made aware of Ms. [redacted]'s change of address, we have found no evidence of a bank error. Please also note that Section 24 of the Agreement states, in part: "You agree that if we need to contact you or send you any written (paper-based) information (such as notices, Account statements, checks payable to you, or other communications), we can do so by mail addressed to any of you at the Postal Service address in our records or, at our option, by electronic communication(s) either authorized by you or permitted by law and transmitted by us to your e-mail address in our records. ... You must notify us promptly in writing, or by e-mail with written confirmation mailed within five (5) days, ifyou change your Postal Service or e-mail address or ifyour e-mail service provider is no longer providing e-mail service for you. In no event shall we have any responsibility, and you hereby release us from all claims and liabilities, for any actions or omissions by you or your e-mail service provider in handling e-mail to or from you...- We appreciate the opportunity to respond to Ms. [redacted]'s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[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.
Regards,
[redacted] See they keep saying the matter is closed and it is not closed. they closed my account because of the complaints. if you haven't oticed they keep sending the same responses over and over again. they refuse to do anything regarding this matter except side with the bank and the lies that are told and close my account to try to keep this quiet.
Per e-mail from consumer:---------- Forwarded message ----------From: [redacted] <[redacted]@yahoo.com>Date: Fri, Sep 23, 2016 at 2:22 PMSubject: Re: Fwd: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted]...
<[redacted]@cleveland.Revdex.com.org>yes this was taken care of yesterday thank you
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. Please be assured that KeyBank is committed to providing excellent service.
Please be advised that KeyBank verbally advised [redacted] that he had been receiving delinquency notifications from KeyBank for his Loans because the October 20, 2014 payment, in the amount of $288.75, was never received. While our review found no record of payment, KeyBank has also advised [redacted] that we would be happy to review any supporting documentation that reflects this payment being remitted. [redacted] has confirmed that he intends to bring the Loans current later this month.
Please know 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, it has been determined that the Loans are reporting accurately and we are unable to honor [redacted]’s request to update the credit bureau reporting for the Loans.
We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
Mr. [redacted] Revdex.com Case No. [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. On August 19, 2016, Mr. [redacted] confirmed receipt of KeyBank's response to his concerns. 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, Jeanette P[redacted] Jeanette P[redacted] Executive Client Relations Office of the President
Revdex.com:
Getting to actually speak with someone that could make a decision was difficult and time consuming. I was told the fees would be reversed on more than one occasion before being told that the fees would not be reversed. I believe the service I received was extremely poor. I did however FINALLY get the refund I was promised. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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. Key bank allowed a $44 transfer from one account, to the other, which put one account in the negative and started a spiral of overdraft charges. Our account may have been opened with overdraft consent, however through online banking that was changed to not allow overdrafts. This money was stolen because of a banking error, I trusted my bank to nt allow falulty transfers that we didnt even make.
Regards,
[redacted]
127 Public Square
Cleveland, OH 44114
November 24, 2014
Revdex.com
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: ...
[redacted]
Revdex.com Complaint No. [redacted]
Dear Revdex.com,
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of our client’s concerns.
Please be advised after further review, [redacted]’s request has been denied. [redacted] had been verbally advised of the final resolution on October, 14, 2014; October 23, 2014 and written correspondence mailed to the client on November 4, 2014. A copy of the written correspondence and additional attachments have been foward to the Revdex.com November 24, 2014.
Please be assured that KeyBank is committed to providing our customers excellent service. Thank you for your consideration in this matter.
KeyBank does consider this matter closed.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
May 16, 2016Revdex.com Attn: Ms. Aisha [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408RE: [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. Please know that KeyBank has delivered our resolution to Mr. [redacted]’s concerns verbally.The criteria for qualifying for the $300.00 Cash Reward premium are detailed in KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. The concerns regarding Mr. [redacted]’s experience have been addressed internally by all appropriate personnel. Pursuant to our conversation with Mr. [redacted], and as a gesture of goodwill, a credit in the amount of $300.00 was deposited to his Account on May 16, 2016. We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Jewel J[redacted]Jewel J[redacted]Executive Client RelationsOffice of the President
Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408RE: Mr. [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]. Please be advised KeyBank...
received a similar complaint through the Consumer ProtectionFinancial Bureau (the “[redacted]”) and the [redacted] (the “**”). We understand theimportance of our client’s financial wellness. Please be assured that KeyBank is committed to providingexcellent service. On October 7, 2016, KeyBank responded to the [redacted], the **, and Mr. [redacted]regarding this concern in writing.KeyBank is not in possession of the signed authorization to release information from Mr. [redacted]. If youwould like a copy of the response, we kindly ask that you work with Mr. [redacted].We appreciate the opportunity to respond to Mr. [redacted]’ concerns with quality and integrity. Thank youfor your consideration in this matter.Sincerely,Ashley B[redacted]Ashley B[redacted]Executive Client RelationsOffice of the President
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144 July 14, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, 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. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 14, 2016, KeyBank responded to Ms. [redacted]’ concerns in writing. 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]’ concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted] Jeanette P[redacted]Executive Client RelationsOffice of the President
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
March 27, 2015
[redacted]
Revdex.com
2800 Euclid Avenue, 4th Floor Cleveland, OH...
44115-2408
RE: [redacted]
Revdex.com Complaint No. [redacted]
[redacted]:
KeyBank National Association is in receipt of a complaint filed with your office by [redacted] [redacted]. Thank you for making us aware of [redacted]'s concern. Please be advised we are working directly with the client to address his immediate concerns.
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
---------- Forwarded message ----------From: [redacted] <[redacted]@outlook.com>Date: Thu, Jun 23, 2016 at 5:21 PMSubject: Complaint [redacted]To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>Good Evening,I recently received a letter from you all stating my case was closed for...
"information purposes only" because I failed to submit a release letter. I have been terribly busy and so had not responded to the request for release. Key bank has responded and they did decide to refund my fees as requested. I would like to have a chance to sign the release so the resolution can be published by Revdex.com and properly explain their business practices. I believe I will still close my account however it will cost to close it right now so I may wait it out the next couple of months. I really don't want to give them any additional money. I still believe their banking practices are terrible.[redacted]Email: [redacted]@outlook.com
KeyBank
Executive Offices
127 Public Square
Cleveland, OH 44114
June 10, 2015
Revdex.com
Attn: Ms. [redacted]
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: ...
[redacted]
Revdex.com Complaint No. [redacted]
Dear Ms. [redacted]:
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. At Key, we are committed to ensuring the ease of doing business with our clients.
I appreciated the opportunity to speak with Mr. [redacted] over the telephone and advise him that a wire transfer, in the amount of $13,589.78, was remitted to his checking account pursuant to the instruction provided by the Estate in question.
We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
Phillip R[redacted]
Executive Client Relations
Office of the President
KeyBank800 Superior AvenueCleveland, OH 44114September 29, 2016Mr. [redacted]3654 E 113th StreetCleveland, OH 44105-2536RE: Revdex.com Case No: [redacted]Key Express Checking Account No. Ending in [redacted] (the “Account”)Dear Mr. [redacted]:We received your complaint that you filed through the Better Business...
Bureau in regards to your questions andconcerns about the banking service KeyBank National Association (“KeyBank”) provides to you.I would like to take this opportunity to apologize on behalf of KeyBank for any inconvenience youexperienced and for the frustration you felt as a result of this matter. We at KeyBank strive to provide greatservice that helps you make confident financial decisions.KeyBank proudly strives to offer clients a number of convenient ways to manage their banking. Please feelfree to enjoy the convenience and time-saving benefits of KeyBank’s extensive ATM and Branch network,Online Banking at Key.com, or our award winning Mobile App, which allows many of the same functionsclients may access via Online Banking from the convenience of their mobile device.I have reviewed the Account and determined that the $67.50 in overdraft-related service charges assessed tothe Account since June 3, 2016 were in accordance with the KeyBank Deposit Account Agreement and FundsAvailability policy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the“Disclosures”), which were provided to you at Account opening, as well as your having “opted in” overdraftconsent pursuant to Regulation E. I have enclosed the most recent copies of the Agreement and Disclosures foryour review.Our review found no bank error. However as a gesture of goodwill, KeyBank refunded $67.50 to the Accounton September 22, 2016. This fee waiver will be reflected on your next statement. We regret that we are unableto honor additional requests for reimbursement of appropriately assessed service charges.Please be aware that as per Electronic Fund Transfers Regulation E (“Reg E”), clients must consent to “opt in”if they want their bank to allow them to overdraw their account for ATM and everyday debit card transactions.Please note that only ATM and everyday debit card transactions are affected by Reg E. “Everyday” debit cardtransactions are typical transactions most people make with their debit card in daily shopping. “Recurring”debit card transactions, such as automatic withdrawals authorized on accounts using a debit card, are notaffected by Reg E.Please note that only ATM and everyday debit card transactions are affected by Electronic Fund TransfersRegulation E (“Reg E). “Everyday” debit card transactions are typical transactions most people make withtheir debit card in daily shopping. “Recurring” debit card transactions, such as automatic withdrawalsauthorized on accounts using a debit card, are not affected by Reg E. Our records indicate that on April 28,2016, you consented to overdraft services pursuant to Reg E, thereby authorizing KeyBank to assess overdraftfees in the event that an ATM or Everyday debit transaction is presented to the Account against insufficientfunds. This does not, however, prevent all fees from being assessed to the Account. If a check or electronicwithdrawal is presented to the Account against insufficient funds, a Returned Item Charge will be assessed.Enclosed is a copy of the confirmation letter that was mailed to the address on the Account.You may change your election at any time by calling 1-888-725-7606, signing on to Online Banking andselecting the Overdraft Services Options link on the Self Service tab, or by visiting any KeyBank branch.Please note that your change will not be effective until the next business day after KeyBank receives it. Foradditional information concerning this regulatory requirement please visit www.key.com/ODinfo.I would like to take the opportunity to explain why these fees were assessed to the Account:KeyBank posts items to the Account within prior-day and current-day posting categories. Within thesecategories, we post ATM and debit card transactions based on the authorization date and time, and if theauthorization date and time is not available we use settlement date and time. We post checks in check numberorder. For all other types of items within each posting category we post items from lowest dollar amount tohighest dollar amount.In assisting you in understanding KeyBank’s pending transactions activity, I would like to explain that until atransaction authorization is requested by the merchant, to whom clients provide their debit card information,KeyBank has no knowledge of the purchase. KeyBank has no control over when a merchant requests atransaction authorization. When the transaction authorization is requested, a pending transaction is placed onthe Account. When the actual charge is received from the merchant, the transaction is removed from thepending activity and the actual charge is posted to the Account. That is the reason it is necessary for the fundsto be in the Account prior to making the purchase.For additional clarification, note that weekend transactions will be posted prior to posting the activityconducted during normal business hours on Monday. For example, on Monday night, any deposits madeduring the weekend will post before weekend debits, and then any credits made during Monday business hourswill post before debits from Monday business hours. Clients are responsible for having the funds available tocover a transaction both when the authorization is made and when it posts to the Account; however, anoverdraft-related fee is not assessed twice for the same transaction.Please refer to Section 6 in the Agreement as it is relevant to paying items on an account in which there may beinsufficient funds, as well as payment of associated service charges. The chart in Section 6 illustrates howKeyBank processes transactions, effective November 15, 2013. Authorizing items into overdraft when theAccount has insufficient funds is also discussed in Section 2 of the Agreement.We are empathetic to the fact that unforeseen circumstances can result in either an overdraft situation or areturned item. As such, KeyBank provides several resources to assist clients in balancing their account. Thisincludes statements, automated telephone service, toll-free client representative support and Online Banking.KeyBank also offers overdraft protection to those applicants that meet our qualification criteria.Our records show that, on June 3, 2016, the beginning available balance in the Account was $42.57, which wasincreased to $44.57 by a $2.00 deposit at a branch. The available balance was then reduced to (-$.0.42) by anautomatic deduction by New York Life Insurance, in the amount of $44.99. Subsequently, that same day, theAccount was assessed a $39.00 Overdraft Item Charge resulting in a negative end-of-day balance of (-$39.42).For your review, I have also included copies of the Notices of Insufficient Funds and Charges to the Account,which were made available to you since June 6, 2016, and illustrate how the Account incurred overdraft-related service charges since June 3, 2016.As of September 29, 2016, the Account has a negative balance owing KeyBank of (-$15.31). As explainedabove, the remaining balance is a result of transactions that posted to the Account. Please refer to Section 16of the Agreement as it states, in part, “We reserve the right to close any or all of your Accounts at any time forany reason, whatsoever, including, but not limited to, because you have an excessive number or amount ofoverdrafts or your account is overdrawn for more than 10 days.” If you would like to make arrangements toreconcile the Account, you may contact us at 1-800-877-2860. If the amount owed to KeyBank remainsdelinquent, the Account will be closed by KeyBank and the negative balance will be referred to a collectionagency. In addition, the Account may then be reported to ChexSystems.Thank you for allowing us the opportunity to respond to your concerns with quality and integrity. Please feelfree to contact me at (216) 828-8696 if you have any questions or additional concerns, and it would be mypleasure to assist you.Sincerely,Clozette T. H[redacted]Operations LeaderEnclosurescc: Jeanette P[redacted], Executive Client Relations, Office of the President
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
February 10, 2015
[redacted]
Revdex.com
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: ...
[redacted]
Revdex.com Complaint No. [redacted]
Dear Ms. [redacted],
KeyBank National Association is in receipt of a complaint filed with your office by Ms. [redacted]. Thank you for making us aware of our client’s concerns.
Please be advised that KeyBank was able to contact Ms. [redacted] and we have sent her documentation for an extension on her loan. The client has been advised she will need to meet the requirements in order to be approved for the extension.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Levi [redacted]
IRevdex.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.
Regards,
[redacted]
The issue was not resolve as Keybank stated. It was just back forth smart comment made to me from the employee. I stated will be writing President of Keybank and any other agency that will listen.
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
October 9, 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.
Please be assured that KeyBank is committed to providing excellent service. We regret any inconvenience or frustration that [redacted] may have experienced as a result of this matter.
After careful review of [redacted]’s concerns, I would like to offer you the following:
The criteria for qualifying for the $150.00 Cash Reward promotion are detailed in KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. As stated in KeyBank’s advertising literature, in order to receive the promotion reward, the following must be met:
Open a qualifying account between June 2, 2014 and October 3, 2014 and
Make at least $1,000.00 in cumulative direct deposits within the first 60 days of account opening
Our records show that the Account was opened online on May 30, 2014, prior to the qualifying dates and without the Promotion Code for the $150.00 Cash Reward promotion. However, as a gesture of goodwill, KeyBank has honored [redacted]’s request for participation in the Cash Reward promotion. The $150.00 Cash Reward premium has been credited to the Account On October 9, 2014.
Thank you for your consideration in this matter.
KeyBank considers this matter closed.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
KeyBank 127 Public Square Cleveland, OHJanuary 19, 2016 Revdex.com Attn: [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: [redacted] Revdex.com Complaint No. [redacted] Dear [redacted]: KeyBank National Association...
(`'KeyBank") is in receipt of a complaint filed with your office by Ms. [redacted]. On January 4, 2016, KeyBank delivered our resolution to Ms. [redacted]'s concerns verbally. We understand the importance of our client's financial wellness. Please be aware that MasterCard requires a signed statement from the client before KeyBank may contact a merchant on their behalf. Therefore, when a dispute on any Debit Card transaction is reported, KeyBank sends a notice acknowledging that the dispute has been recorded, along with a Dispute Form to be completed and returned to us. Our records indicate that on June 24, 2015, a dispute was filed for a transaction in the amount of $249.00 from SafeCart that was debited from the account on June 15, 2015. On June 26, 2015, a letter was mailed to Ms. [redacted] at the address on file, offering provisional credit while this dispute was being researched. KeyBank received her response to our letter and issued a provisional credit in the amount of $249.00 to the Account. Pursuant to KeyBank's Disclosure Statement and Terms and Conditions for Electronic Fund Transfer Transactions, which is provided to all clients at account opening, KeyBank has a total of ninety (90) calendar days from the date we received the required information to research a dispute resulting from a POS transaction. Please be aware that the credit to the Account is provisional, pending the outcome of our investigation. On August 25, 2015, a letter was sent to Ms. [redacted] advising her that KeyBank was unable to complete the investigation, since the Dispute Form was not returned. We further explained that unless we received the Dispute Form, the Provisional Credit would be reversed on September 1, 2015. On September 3, 2015, a letter was sent to Ms. [redacted] verifying that we received her completed Dispute Form. Subsequently, the provisional credit in the amount of $249.00 was credited back to her account while we completed our investigation. On October 28, 2015, we sent a letter requesting additional information, based on the documentation we received from the merchant, no later than November 12, 2015. On November 12, 2015, due to having not received a response and the information that the merchant provided to us, KeyBank mailed Ms. [redacted] advising that we were unable to continue with this investigation and that the Provisional Credit would be removed from the account on November 19, 2015. With regard to Ms. [redacted] stating in her complaint that she moved and did not receive the aforementioned mailings, please be advised that in accordance with Section 24 of KeyBank's Deposit Account Agreement and Funds Availability Policy (the "Agreement"), which is provided to all clients at account opening, it is her responsibility for making sure that KeyBank is in possession of a current address for the Account. As KeyBank was not made aware of Ms. [redacted]'s change of address, we have found no evidence of a bank error. Please also note that Section 24 of the Agreement states, in part: "You agree that if we need to contact you or send you any written (paper-based) information (such as notices, Account statements, checks payable to you, or other communications), we can do so by mail addressed to any of you at the Postal Service address in our records or, at our option, by electronic communication(s) either authorized by you or permitted by law and transmitted by us to your e-mail address in our records. ... You must notify us promptly in writing, or by e-mail with written confirmation mailed within five (5) days, ifyou change your Postal Service or e-mail address or ifyour e-mail service provider is no longer providing e-mail service for you. In no event shall we have any responsibility, and you hereby release us from all claims and liabilities, for any actions or omissions by you or your e-mail service provider in handling e-mail to or from you...- We appreciate the opportunity to respond to Ms. [redacted]'s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[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.
Regards,
[redacted] See they keep saying the matter is closed and it is not closed. they closed my account because of the complaints. if you haven't oticed they keep sending the same responses over and over again. they refuse to do anything regarding this matter except side with the bank and the lies that are told and close my account to try to keep this quiet.
Per e-mail from consumer:---------- Forwarded message ----------From: [redacted] <[redacted]@yahoo.com>Date: Fri, Sep 23, 2016 at 2:22 PMSubject: Re: Fwd: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted]...
<[redacted]@cleveland.Revdex.com.org>yes this was taken care of yesterday thank you
KeyBank
Executive Offices
127 Public Square
Cleveland, OH 44114
May 6, 2015
[redacted]
Revdex.com
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: ...
[redacted]
Revdex.com Complaint [redacted]
[redacted]
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. Please be assured that KeyBank is committed to providing excellent service.
Please be advised that KeyBank verbally advised [redacted] that he had been receiving delinquency notifications from KeyBank for his Loans because the October 20, 2014 payment, in the amount of $288.75, was never received. While our review found no record of payment, KeyBank has also advised [redacted] that we would be happy to review any supporting documentation that reflects this payment being remitted. [redacted] has confirmed that he intends to bring the Loans current later this month.
Please know 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, it has been determined that the Loans are reporting accurately and we are unable to honor [redacted]’s request to update the credit bureau reporting for the Loans.
We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 August 19, 2016 Revdex.com Attn: Ms. [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
Mr. [redacted] Revdex.com Case No. [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. On August 19, 2016, Mr. [redacted] confirmed receipt of KeyBank's response to his concerns. 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, Jeanette P[redacted] Jeanette P[redacted] Executive Client Relations Office of the President
Revdex.com:
Getting to actually speak with someone that could make a decision was difficult and time consuming. I was told the fees would be reversed on more than one occasion before being told that the fees would not be reversed. I believe the service I received was extremely poor. I did however FINALLY get the refund I was promised. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]