[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 know KeyBank has been unsuccessful in our attempts to reach [redacted] by telephone. As a result, I regret that we have been unable to determine what specific issues he may be experiencing with KeyBank’s Online Bill Pay system, as our records show no internal errors or audit events that would prohibit his access.
Please know that KeyBank did respond to [redacted] is a separate letter which contains some possible alternate solutions for the issue he is experiencing. If [redacted] continues to experience this issue we ask that he contact a member of KeyBank’s Online Banking Technical Support Team. The specific contact name and phone information is supplied in our letter to [redacted].
We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
Richard S[redacted]
Executive Client Relations
Office of the President
March 30, 2016 Revdex.com Attn: [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: [redacted]Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a rebuttal filed with your office by [redacted] on March 22, 2016. On March 30, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing. Please be advised that KeyBank is not requesting that Ms. [redacted] provide proof of her address. In order to reopen the investigation into her ID Theft Claim, KeyBank requested exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim and who her allegation is against. KeyBank has responded to the consumer’s claims in several responses. A copy of the loan agreement was previously provided and will be sent to the consumer again per her additional request. Please be advised that the phone number for KeyBank’s Executive Offices is (800) 625-3256. Please be advised that our review found no new information has been provided by the consumer to substantiate her claim of fraud as she has not provided the requested documentation as instructed in KeyBank’s previous response letters. Therefore, KeyBank’s position regarding the consumer’s claim remains the same; the consumer remains liable for the loan referenced in her complaint. The consumer’s cooperation in providing the information we have requested is essential for resolving her claims. Should the consumer desire to further pursue her claim, KeyBank will reopen the investigation upon receipt of the requested documentation. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Rhonda S[redacted]Risk/QC Analyst, Key Education Resources
[redacted] Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. [redacted] on December 31, 2015. KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally on January 13, 2016. We understand the importance of our client’s financial wellness. We explained that Great Lakes is the student loan servicer while KeyBank is the owner of the loan and each entity has very specific responsibilities. Great Lakes are accountable for the Graduated Repayment Program while KeyBank controls the Forbearance program. On December 28, 2015, our notes indicate that Ms. [redacted] contacted Great Lakes to discuss the option of a Graduated Repayment plan, in an effort to reduce her monthly payment. At this time, Ms. [redacted] was advised that she was no longer eligible for a reduced payment option and she was provided the phone number to contact KeyBank to discuss the possibility of postponing her payments under the Forbearance program. When Ms. [redacted] contacted KeyBank she asked for a reduced payment again instead of a postponement and/or forbearance; thus she was transferred back to Great Lakes. After further clarification and upon her call returning back to KeyBank, Ms. [redacted] was advised that she was eligible for forbearance on her loans and the agent submitted the request for her. Ms. [redacted] was further advised that upon receipt of the completed paperwork, two of her loans will be placed into forbearance pursuant to her request. Ms. [redacted] was also advised that she can make payments on her loans while they are in forbearance and that the payments would be made to Great Lakes. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Lisa B[redacted] Executive Client Relations Office of the President
You have asked for a copy of a contract.I was not a party to the contract. The contract was made between KeyBank and their customer who previously owned my house, but they should not have granted the loan because the house was listed for sale. This was in violation of their own underwriting procedures according to their personnel, and also a violation of good common sense. It resulted in my buying a house with a $50,000 mortgage on it, and a very severe risk to their own bottom line.There is no purchase contract that I would be a party to which would reference this loan.Asking me for detail on the loan contracts, when you know that I do not have them is a straw-man situation.I suspect you must be taking the part of Key Bank and not really trying to understand the mistakes and misjudgements, and errors of omissions by KeyBank and their customer, and how it negatively impacted me. Simple expedition, honesty, and communication are all that was required on their part.Please let me know what relevant document you think I would possibly have that would shed some light on the situation.KeyBank has already refused to provide because they say I "was not a party to their contract". So why would I have a copy then?TS
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 know KeyBank has been unsuccessful in our continued attempts to reach [redacted] by telephone. As stated in our October 5, 2015 response to the Revdex.com, we regret that we have been unable to determine what specific issues he may be experiencing with KeyBank’s Online Bill Pay system, as our records show no internal errors or audit events that would prohibit his access.
Please know that KeyBank has mailed an additional copy of our October 5, 2015 letter to [redacted], which contains some possible alternate solutions for the issue he is experiencing. We are again advising at this time that [redacted] contact a member of KeyBank’s Online Banking Technical Support Team. The specific contact name and phone information has been supplied to [redacted] in both our October 5, 2015 letter, and the letter mailed to him today.
We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
Richard S[redacted]
Executive Client Relations
Office of the President
[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]. Please be assured that KeyBank is committed to providing excellent service and Mr. [redacted]’s concerns regarding his experience have been addressed internally. We regret any inconvenience or frustration that Mr. [redacted] may have experienced as a result of this matter. Our records indicate that on September 30, 2015, Mr. [redacted]’s Loan was paid in-full. On October 2, 2015, and pursuant to Mr. [redacted]’s authorization, KeyBank mailed the Title to the collateral by which the Loan was secured to a designated third-party. Our records also indicate that on October 3, 2015, a request was placed to send a Paid In-Full letter to Mr. [redacted] to his address on file. However, due to an internal processing error, the requested Paid in Full letter was not mailed at that time. Please be assured that upon discovery of this error, KeyBank immediately took corrective action and, on December 28, 2015, a Paid in Full letter was mailed to Mr. [redacted] at the address on file, in [redacted]. Please also note that we were unable to locate any record of Mr. [redacted] having attempted to contact us by telephone between December 28, 2015 and the date of his complaints, January 5, 2016. With regard to Mr. [redacted]’s statement that he was residing at a different address at this time, please be advised that KeyBank was not made aware of this alternate address until receipt of his Revdex.com complaint. Additionally, please note that Section 24 of KeyBank’s Deposit Account Agreement and Funds Availability Policy, which is provided to all clients at account opening, advises, in part, “You must notify us promptly in writing, or by e-mail with written confirmation mailed within five (5) days, if you change your Postal Service or e-mail address…” Please be assured that upon speaking with Mr. [redacted] on January 15, 2016 and delivering the aforementioned information, a Paid in Full letter was mailed to Mr. [redacted]’s requested address in [redacted], via Federal Express (Tracking No. [redacted]), which was received by Mr. [redacted] on January 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, Jeanette P[redacted] Jeanette P[redacted] Executive Client Relations Office 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. Key Bank called me one time and left a message. I return that call and never heard back from them. I don't mean any more resolution. This is been a problem for over a year. I talked to Key Bank a month ago and they were going to look into it and fix it. It still is not fixed. I even checked this morning.
Regards,
[redacted]
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of [redacted] continued concern. Please be advised that our records confirm that we have previously responded to his concerns in a written response dated January 23, 2015. This information has also been verbally provided to [redacted].
Please be advised that KeyBank considers this matter closed.
Please be assured that KeyBank is committed to providing our customers excellent service. Thank you for your consideration in this matter.
Sincerely,
[redacted]
[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,
[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]
[redacted]Revdex.com Complaint No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. On March 23, 2016, KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally. On December 10, 2015, Ms. [redacted] reached out to KeyBank’s fraud department alleging a $100 check had been stolen from her. Ms. [redacted] did not provide the information necessary for KeyBank to complete the investigation, however, so the investigation was closed. As a courtesy to Ms. [redacted], KeyBank has waived the balance owed as a result of this check and will stop correspondence related to this balance. Please be advised that KeyBank considers this matter closed. 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] Jeanette P[redacted]Executive Client RelationsOffice of the President
RE: Ms. [redacted] Revdex.com Case No. [redacted] Dear Ms. Ibrahim: 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 be advised that, on November 8, 2016, KeyBank responded to Ms. [redacted]’s in writing, requesting that she contact us so that we may assist with her concerns. Upon review of the client’s concerns, we found that the $40.00 Relationship Reward fee had been returned by Customer Service due to the client calling on November 1, 2016. The client has not made contact with our office since the mailing of our letter requesting she contact us. With regard to the client’s dispute, on December 7, 2016, two charges from The [redacted] Company were charged to her account in the amounts of $31.53 and $79.95. The charges caused the client’s account to be overdrawn and subsequently, fees were charged. As a result of the investigation, the client has received full provisional credit for the transactions and all overdraft fees have been waived as of December 20, 2016. Fraud has mailed the required paperwork to Ms. [redacted] regarding the claim which has to be signed and returned to us. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Cadeau K[redacted] 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 [redacted]. I spoke only Yesterday with Executive client services ( Jewell ) and not on the 27'th as written. At this point, they claim that this is resolved, and though I haven't yet recieved documentation other than the phone call to back this up, I can only assume this is the case. I did recieve a letter on behalf of KEY bank to present in case I needed to apply for a loan stating Bank error was applied against my CREDIT , and it was explained that I could show this to the loan provider. Still inconvenient. All in all this process was an extremely botched mess taking over 5 months to complete with the worst customer service I have ever in 45 years come to deal with. Repeated calls from collections during my work hours, No help from said collections when I called back repeatedly to explain my situation to them, Denial of prior discussions in the notes when speaking with a different collector, letters and calls of collection that went as far as to ask my Physical address and if the vehicle was present there, suggesting a possible re-posession, and other frustrations stemming from my 20 calls ( At Least ) to them expecting a resolution. Keeping in mind that I had Never missed or been late with payment on this loan ( or any others ), phone statements from Key bank itself telling me what a Mess the transition of the [redacted] loans to them was, the SEVERAL complaints on the Revdex.com website stating this in plain view for them to read, and their awareness that this was an issue, yet no one was willing to resolve this until I called the Highest possible entitiy that a client could call. To say I am unsatisfied with Key banks handling of this would be a gross understatement, and it has permanently affected my future plans to deal with them or reccomend to others, should that opportunity ever arise. My father managed 2 KEY bank locations when I was growing up, and I actually lived in the building above the business. He would not have allowed this treatment of ANY consumer, and it's a poor showing on Key Bank's behalf to see that this is the new business model. In closing, I am Dissapointed in the handling of this overall, but Accept that Key bank has finally taken steps to correct the initial complaint.
Regards,
Scott [redacted]
[redacted]
Revdex.com Complaint No. [redacted]
Dear [redacted]:
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. In addition to the Revdex.com complaint, Mr. [redacted] has filed a complaint with the Consumer Financial Protection Bureau (“CFPB”). On December 28, 2015, KeyBank responded to Mr. [redacted]’s concerns in writing and a copy of our response was also submitted to the CFPB.
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.
Please be assured that KeyBank is committed to providing our customers excellent service. Please feel free to contact me at (800) 625-3256 (TTY/TDD for the Hearing Impaired: 1-800-539-8336) if you have any questions or additional concerns. I will be glad to assist you.
Sincerely,
Richard S[redacted]
Executive Client Relations
Office of the President, KeyBank
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]
PS Although I accept the response regarding receiving the statements, part of their response is not true. They didn't just become aware of my bankruptcy as I received a letter from them in 2013 regarding my bankruptcy. I don't understand their statement that they couldn't try to collect because of my bankruptcy because they were not a part of it.
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of [redacted]’s concerns.
Upon speaking with [redacted] on November 19, 2014 please be advised of the following:
[redacted] was advised the Accounts in question were closed. KeyBank has forwarded the check with the remaining balance to the address listed on correspondence as of November 25, 2014.
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:
[redacted]Nov 26 to me Hi Ms. [redacted],Jenny from Keybank called and informed me my loan payment was reapplied correctly and any late fees waived. A letter will be sent out to me Keybank was at fault and apologize for any inconvenience this may have caused. I thank you and the Revdex.com for all your help and you amazing. It it weren't for the Revdex.com I would have in an even deeper mess. What do I need to do to close this case.Sincerely[redacted]Sent from my [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.I have provided Key Bank with a copy of my domicile which provides my address for almost 20 years with my signature. I had no affiliation with the address in which they indicated that they sent documents to. Also, it is my understanding that my daughter has contacted the company informing them that I was totally unaware of any loan.It is unbelievable to me that this organization would hold me liable for. their neglect and improperly verify identity, therefore issuing any credit to someone without contacting me to confirm. I have a fraud alert on all of my credit reports which also has my contact info. If my daughter is responsible, she should be liable but your company has not taken any responsibility for your part in this matter. I am exhausted mentally and healthwise and if I can't get this removed as I am not responsible, I have to seek legal representation. Also, when I discovered this debt, this company has has this on my credit since, 2006, they have had this on my credit report approximately 10 years, which on that alone, it should be deleted but even more so holding me accountable for a situation in which I hold or bare any responsibility for.
Regards,
[redacted]
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 May 19, 2016, KeyBank responded to Ms. [redacted]’s 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]’s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Jewel J[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 December 2, 2016, KeyBank delivered our resolution to Ms. [redacted]s concerns verbally. Ms. [redacted]’s October 2016 interest check from her account was returned to KeyBank undeliverable. Subsequently, a letter was mailed to confirm the status of her account, to which KeyBank did not receive a response, resulting in the account being marked on KeyBank’s systems as Escheatable. Please be advised that State law requires us to transfer the balance in all accounts to a state agency after a certain period of no withdrawals, deposits or other activity. When Ms. [redacted] contacted KeyBank regarding her account, KeyBank placed the account in an active status. Additionally, on November 29, 2016, a Stop Payment was placed on Ms. [redacted]’s October 2016 interest check and a replacement check was issued. Ms. [redacted] was also advised that her next interest check will be generated on December 18, 2016. We appreciate the opportunity to respond to Ms. [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 [LS1]Sent to wrong address, too?
KeyBank
Executive Offices
127 Public Square
Cleveland, OH 44114
October 5, 2015
Revdex.com
Attn: [redacted]
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: [redacted]
Revdex.com Complaint No. [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 know KeyBank has been unsuccessful in our attempts to reach [redacted] by telephone. As a result, I regret that we have been unable to determine what specific issues he may be experiencing with KeyBank’s Online Bill Pay system, as our records show no internal errors or audit events that would prohibit his access.
Please know that KeyBank did respond to [redacted] is a separate letter which contains some possible alternate solutions for the issue he is experiencing. If [redacted] continues to experience this issue we ask that he contact a member of KeyBank’s Online Banking Technical Support Team. The specific contact name and phone information is supplied in our letter to [redacted].
We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
Richard S[redacted]
Executive Client Relations
Office of the President
March 30, 2016 Revdex.com Attn: [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: [redacted]Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a rebuttal filed with your office by [redacted] on March 22, 2016. On March 30, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing. Please be advised that KeyBank is not requesting that Ms. [redacted] provide proof of her address. In order to reopen the investigation into her ID Theft Claim, KeyBank requested exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim and who her allegation is against. KeyBank has responded to the consumer’s claims in several responses. A copy of the loan agreement was previously provided and will be sent to the consumer again per her additional request. Please be advised that the phone number for KeyBank’s Executive Offices is (800) 625-3256. Please be advised that our review found no new information has been provided by the consumer to substantiate her claim of fraud as she has not provided the requested documentation as instructed in KeyBank’s previous response letters. Therefore, KeyBank’s position regarding the consumer’s claim remains the same; the consumer remains liable for the loan referenced in her complaint. The consumer’s cooperation in providing the information we have requested is essential for resolving her claims. Should the consumer desire to further pursue her claim, KeyBank will reopen the investigation upon receipt of the requested documentation. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Rhonda S[redacted]Risk/QC Analyst, Key Education Resources
KeyBank 127 Public Square Cleveland, OH 44144 January 15, 2016 Revdex.com Attn: [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted] Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. [redacted] on December 31, 2015. KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally on January 13, 2016. We understand the importance of our client’s financial wellness. We explained that Great Lakes is the student loan servicer while KeyBank is the owner of the loan and each entity has very specific responsibilities. Great Lakes are accountable for the Graduated Repayment Program while KeyBank controls the Forbearance program. On December 28, 2015, our notes indicate that Ms. [redacted] contacted Great Lakes to discuss the option of a Graduated Repayment plan, in an effort to reduce her monthly payment. At this time, Ms. [redacted] was advised that she was no longer eligible for a reduced payment option and she was provided the phone number to contact KeyBank to discuss the possibility of postponing her payments under the Forbearance program. When Ms. [redacted] contacted KeyBank she asked for a reduced payment again instead of a postponement and/or forbearance; thus she was transferred back to Great Lakes. After further clarification and upon her call returning back to KeyBank, Ms. [redacted] was advised that she was eligible for forbearance on her loans and the agent submitted the request for her. Ms. [redacted] was further advised that upon receipt of the completed paperwork, two of her loans will be placed into forbearance pursuant to her request. Ms. [redacted] was also advised that she can make payments on her loans while they are in forbearance and that the payments would be made to Great Lakes. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Lisa B[redacted] Executive Client Relations Office of the President
You have asked for a copy of a contract.I was not a party to the contract. The contract was made between KeyBank and their customer who previously owned my house, but they should not have granted the loan because the house was listed for sale. This was in violation of their own underwriting procedures according to their personnel, and also a violation of good common sense. It resulted in my buying a house with a $50,000 mortgage on it, and a very severe risk to their own bottom line.There is no purchase contract that I would be a party to which would reference this loan.Asking me for detail on the loan contracts, when you know that I do not have them is a straw-man situation.I suspect you must be taking the part of Key Bank and not really trying to understand the mistakes and misjudgements, and errors of omissions by KeyBank and their customer, and how it negatively impacted me. Simple expedition, honesty, and communication are all that was required on their part.Please let me know what relevant document you think I would possibly have that would shed some light on the situation.KeyBank has already refused to provide because they say I "was not a party to their contract". So why would I have a copy then?TS
KeyBank
Executive Offices
127 Public Square
Cleveland, OH 44114
October 22, 2015
Revdex.com
[redacted]
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: [redacted]
Revdex.com Complaint No. [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 know KeyBank has been unsuccessful in our continued attempts to reach [redacted] by telephone. As stated in our October 5, 2015 response to the Revdex.com, we regret that we have been unable to determine what specific issues he may be experiencing with KeyBank’s Online Bill Pay system, as our records show no internal errors or audit events that would prohibit his access.
Please know that KeyBank has mailed an additional copy of our October 5, 2015 letter to [redacted], which contains some possible alternate solutions for the issue he is experiencing. We are again advising at this time that [redacted] contact a member of KeyBank’s Online Banking Technical Support Team. The specific contact name and phone information has been supplied to [redacted] in both our October 5, 2015 letter, and the letter mailed to him today.
We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.
Sincerely,
Richard S[redacted]
Executive Client Relations
Office of the President
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 January 25, 2016 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]. Please be assured that KeyBank is committed to providing excellent service and Mr. [redacted]’s concerns regarding his experience have been addressed internally. We regret any inconvenience or frustration that Mr. [redacted] may have experienced as a result of this matter. Our records indicate that on September 30, 2015, Mr. [redacted]’s Loan was paid in-full. On October 2, 2015, and pursuant to Mr. [redacted]’s authorization, KeyBank mailed the Title to the collateral by which the Loan was secured to a designated third-party. Our records also indicate that on October 3, 2015, a request was placed to send a Paid In-Full letter to Mr. [redacted] to his address on file. However, due to an internal processing error, the requested Paid in Full letter was not mailed at that time. Please be assured that upon discovery of this error, KeyBank immediately took corrective action and, on December 28, 2015, a Paid in Full letter was mailed to Mr. [redacted] at the address on file, in [redacted]. Please also note that we were unable to locate any record of Mr. [redacted] having attempted to contact us by telephone between December 28, 2015 and the date of his complaints, January 5, 2016. With regard to Mr. [redacted]’s statement that he was residing at a different address at this time, please be advised that KeyBank was not made aware of this alternate address until receipt of his Revdex.com complaint. Additionally, please note that Section 24 of KeyBank’s Deposit Account Agreement and Funds Availability Policy, which is provided to all clients at account opening, advises, in part, “You must notify us promptly in writing, or by e-mail with written confirmation mailed within five (5) days, if you change your Postal Service or e-mail address…” Please be assured that upon speaking with Mr. [redacted] on January 15, 2016 and delivering the aforementioned information, a Paid in Full letter was mailed to Mr. [redacted]’s requested address in [redacted], via Federal Express (Tracking No. [redacted]), which was received by Mr. [redacted] on January 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, Jeanette P[redacted] Jeanette P[redacted] Executive Client Relations Office 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. Key Bank called me one time and left a message. I return that call and never heard back from them. I don't mean any more resolution. This is been a problem for over a year. I talked to Key Bank a month ago and they were going to look into it and fix it. It still is not fixed. I even checked this morning.
Regards,
[redacted]
Executive Offices
127 Public Square
Cleveland, OH 44114
February 13, 2015
[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] continued concern. Please be advised that our records confirm that we have previously responded to his concerns in a written response dated January 23, 2015. This information has also been verbally provided to [redacted].
Please be advised that KeyBank considers this matter closed.
Please be assured that KeyBank is committed to providing our customers excellent service. Thank you for your consideration in this matter.
Sincerely,
[redacted]
[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,
[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]
KeyBank 127 Public SquareCleveland, OH 44144 March 25, 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 [redacted]. On March 23, 2016, KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally. On December 10, 2015, Ms. [redacted] reached out to KeyBank’s fraud department alleging a $100 check had been stolen from her. Ms. [redacted] did not provide the information necessary for KeyBank to complete the investigation, however, so the investigation was closed. As a courtesy to Ms. [redacted], KeyBank has waived the balance owed as a result of this check and will stop correspondence related to this balance. Please be advised that KeyBank considers this matter closed. 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] Jeanette P[redacted]Executive Client RelationsOffice of the President
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 December 23, 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. Ibrahim: 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 be advised that, on November 8, 2016, KeyBank responded to Ms. [redacted]’s in writing, requesting that she contact us so that we may assist with her concerns. Upon review of the client’s concerns, we found that the $40.00 Relationship Reward fee had been returned by Customer Service due to the client calling on November 1, 2016. The client has not made contact with our office since the mailing of our letter requesting she contact us. With regard to the client’s dispute, on December 7, 2016, two charges from The [redacted] Company were charged to her account in the amounts of $31.53 and $79.95. The charges caused the client’s account to be overdrawn and subsequently, fees were charged. As a result of the investigation, the client has received full provisional credit for the transactions and all overdraft fees have been waived as of December 20, 2016. Fraud has mailed the required paperwork to Ms. [redacted] regarding the claim which has to be signed and returned to us. We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Cadeau K[redacted] 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 [redacted]. I spoke only Yesterday with Executive client services ( Jewell ) and not on the 27'th as written. At this point, they claim that this is resolved, and though I haven't yet recieved documentation other than the phone call to back this up, I can only assume this is the case. I did recieve a letter on behalf of KEY bank to present in case I needed to apply for a loan stating Bank error was applied against my CREDIT , and it was explained that I could show this to the loan provider. Still inconvenient. All in all this process was an extremely botched mess taking over 5 months to complete with the worst customer service I have ever in 45 years come to deal with. Repeated calls from collections during my work hours, No help from said collections when I called back repeatedly to explain my situation to them, Denial of prior discussions in the notes when speaking with a different collector, letters and calls of collection that went as far as to ask my Physical address and if the vehicle was present there, suggesting a possible re-posession, and other frustrations stemming from my 20 calls ( At Least ) to them expecting a resolution. Keeping in mind that I had Never missed or been late with payment on this loan ( or any others ), phone statements from Key bank itself telling me what a Mess the transition of the [redacted] loans to them was, the SEVERAL complaints on the Revdex.com website stating this in plain view for them to read, and their awareness that this was an issue, yet no one was willing to resolve this until I called the Highest possible entitiy that a client could call. To say I am unsatisfied with Key banks handling of this would be a gross understatement, and it has permanently affected my future plans to deal with them or reccomend to others, should that opportunity ever arise. My father managed 2 KEY bank locations when I was growing up, and I actually lived in the building above the business. He would not have allowed this treatment of ANY consumer, and it's a poor showing on Key Bank's behalf to see that this is the new business model. In closing, I am Dissapointed in the handling of this overall, but Accept that Key bank has finally taken steps to correct the initial complaint.
Regards,
Scott [redacted]
KeyBank N.A.
127 Public Square
Cleveland, OH 44144
December 28, 2015
Revdex.com
Attn: [redacted]
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: [redacted],...
[redacted]
Revdex.com Complaint No. [redacted]
Dear [redacted]:
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. In addition to the Revdex.com complaint, Mr. [redacted] has filed a complaint with the Consumer Financial Protection Bureau (“CFPB”). On December 28, 2015, KeyBank responded to Mr. [redacted]’s concerns in writing and a copy of our response was also submitted to the CFPB.
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.
Please be assured that KeyBank is committed to providing our customers excellent service. Please feel free to contact me at (800) 625-3256 (TTY/TDD for the Hearing Impaired: 1-800-539-8336) if you have any questions or additional concerns. I will be glad to assist you.
Sincerely,
Richard S[redacted]
Executive Client Relations
Office of the President, KeyBank
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]
PS Although I accept the response regarding receiving the statements, part of their response is not true. They didn't just become aware of my bankruptcy as I received a letter from them in 2013 regarding my bankruptcy. I don't understand their statement that they couldn't try to collect because of my bankruptcy because they were not a part of it.
November 25, 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 [redacted]’s concerns.
Upon speaking with [redacted] on November 19, 2014 please be advised of the following:
[redacted] was advised the Accounts in question were closed. KeyBank has forwarded the check with the remaining balance to the address listed on correspondence as of November 25, 2014.
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:
[redacted]Nov 26 to me Hi Ms. [redacted],Jenny from Keybank called and informed me my loan payment was reapplied correctly and any late fees waived. A letter will be sent out to me Keybank was at fault and apologize for any inconvenience this may have caused. I thank you and the Revdex.com for all your help and you amazing. It it weren't for the Revdex.com I would have in an even deeper mess. What do I need to do to close this case.Sincerely[redacted]Sent from my [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.I have provided Key Bank with a copy of my domicile which provides my address for almost 20 years with my signature. I had no affiliation with the address in which they indicated that they sent documents to. Also, it is my understanding that my daughter has contacted the company informing them that I was totally unaware of any loan.It is unbelievable to me that this organization would hold me liable for. their neglect and improperly verify identity, therefore issuing any credit to someone without contacting me to confirm. I have a fraud alert on all of my credit reports which also has my contact info. If my daughter is responsible, she should be liable but your company has not taken any responsibility for your part in this matter. I am exhausted mentally and healthwise and if I can't get this removed as I am not responsible, I have to seek legal representation. Also, when I discovered this debt, this company has has this on my credit since, 2006, they have had this on my credit report approximately 10 years, which on that alone, it should be deleted but even more so holding me accountable for a situation in which I hold or bare any responsibility for.
Regards,
[redacted]
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144May 20, 2016Revdex.com Attn: Ms. [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. On May 19, 2016, KeyBank responded to Ms. [redacted]’s 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]’s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Jewel J[redacted]Executive Client RelationsOffice of the President
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144 December 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 December 2, 2016, KeyBank delivered our resolution to Ms. [redacted]s concerns verbally. Ms. [redacted]’s October 2016 interest check from her account was returned to KeyBank undeliverable. Subsequently, a letter was mailed to confirm the status of her account, to which KeyBank did not receive a response, resulting in the account being marked on KeyBank’s systems as Escheatable. Please be advised that State law requires us to transfer the balance in all accounts to a state agency after a certain period of no withdrawals, deposits or other activity. When Ms. [redacted] contacted KeyBank regarding her account, KeyBank placed the account in an active status. Additionally, on November 29, 2016, a Stop Payment was placed on Ms. [redacted]’s October 2016 interest check and a replacement check was issued. Ms. [redacted] was also advised that her next interest check will be generated on December 18, 2016. We appreciate the opportunity to respond to Ms. [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 [LS1]Sent to wrong address, too?