[redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service.On December 19, 2016 KeyBank contacted Mr. [redacted] in writing, requesting he contact our office by telephone so that we may further assist him 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]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted]Executive Client RelationsOffice of the President
KeyBank National Association (KeyBank) is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of [redacted]’s concerns.
Please know we truly regret any inconvenience or frustration [redacted] may have experienced or felt since her concerns arose. KeyBank is committed to providing excellent service.
My review of [redacted]’s concerns found that on November 24, 2014, her Cash Reserve Credit (CRC) line of credit was statused for “payments only” at her request, as she was moving and would no longer require her KeyBank account(s). Additionally, please know that her CRC is currently considered to be in good standing, or paid as agreed. Additionally, I had the opportunity to speak with [redacted] and discuss how her payments are applied, as well as the history of the CRC, including interest accrual and how late payments may affect her outstanding balance. I was also able to inform her that she may continue making her payments by mail by utilizing the detachable coupon included on each monthly CRC statement.
We appreciate the opportunity to respond to [redacted]’s concerns. Thank you for your consideration in this matter.
Sincerely,
Jeanette P[redacted]
Jeanette P[redacted]
Executive Client Relations
Office of the President
---------- Forwarded message ----------From: [redacted] <[redacted]@gmail.com>Date: Tue, Aug 16, 2016 at 8:00 PMSubject: Compliant ID: [redacted]To: [redacted]@cleveland.Revdex.com.orgHi [redacted],I have heard back from Keybank and would like to close the complaint.Best,[redacted]
No they feel they can hold any check they want for ten days and if that is unacceptable then oh well. It took a 45 minute phone call then a visit to the bank to get them to take off the 150$ in NSF charges that were accrued after they eighth day the had the check. Their is no further action required. After much trouble I got my money back.
[redacted]
Revdex.com Complaint No. [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 our customers excellent service and the circumstances surrounding [redacted]’s experience have been addressed internally.
Please be advised that KeyBank was able to speak with [redacted] and, after troubleshooting the error(s) encountered while attempting to perform maintenance to his Payee(s) in Online Bill Pay, we have confirmed that he is now able to do so without error. We are confident that [redacted] will be able to utilize Online Bill Pay without encountering this same error going forward.
Thank you for your assistance with this matter and for making us aware of [redacted]’s concerns.
Sincerely,
Richard S[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]
March 17, 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 [redacted]. On...
March 17, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing.
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 letter which includes exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim. 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,
[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 be advised that, on November 16, 2016, KeyBank responded Ms. [redacted]’s in writing, requesting that she contact us by telephone so that we may further assist her. 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 Mrs. [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
KeyBank National Association is in receipt of a complaint filed with your office by Ms. [redacted]. Thank you for making us aware of Ms. [redacted]’s concerns.
Upon speaking with Ms. [redacted] on March 2, 2015, KeyBank found no bank error, and has declined her request for loan forgiveness, and...
fee waivers. There has not been and negative credit bureau reporting related to her concerns. Client has the ability to create her own logon for [redacted] by following the instructions online, or contacting [redacted] at 1-[redacted]. The client had received four separate letters regarding four different balances being owed due to there being four separate loans at KeyBank. Client pays these four loans as one combined payment through [redacted]. For the client’s review, we have sent her copies of the original loan documents, and the Truth in Lending Disclosures.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke to the rep form key bank executive office and I told them that I will fill up the letter sent to me by Margaret C[redacted] to see if I can file a dispute for the $100 check cleared and get fraud department to refund the $100 into my count. But they did not honor this and went ahead to close the case even before I sent the information back in!I want fullr esolution but not partial resolution of this issue.
Regards,
[redacted]
[redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On December 23, 2016, KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally. Our review found that due to an internal processing error, Ms. [redacted]’s loan payments were delayed in processing. Please know that upon discovery of this error, KeyBank immediately took corrective action and backdated the impacted payments to reflect as being effective as of their original dates of receipt. In addition, any late fees assessed as a result of this error have been waived. As a gesture of goodwill we are sending Ms. [redacted] $50.00 in Key Possibilities Cards, which can be used anywhere [redacted]® is accepted. 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 Relations Office of the President
[redacted] Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. On March 1, 2016, KeyBank verbally delivered our resolution to Mr. [redacted]’s concerns. 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. As stated in KeyBank’s advertising literature promoting the offer, in order to receive the promotion reward, the following must be met: Open a qualifying checking account by October 9, 2015 and, within 60 days of Account opening Make one (1) direct deposit, in the amount of $1,000.00 or more and A combination of five (5) debit card and/or bill payments Our review has found that the Account was established on September 21, 2015, and the required combination of five (5) debit card and/or bill payments transactions were completed as of October 19, 2015. However, the required direct deposit, in the amount of $1,000.00 or more, was not made within 60 days of Account opening. Subsequently, the Account did not qualify for the $300.00 Cash Reward premium. Our review found no bank error. Additionally, please know that our review found no record of having advised Mr. [redacted] that the Account met the required qualifications. We appreciate the opportunity to respond to Mr. [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
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 know we truly regret any inconvenience or frustration [redacted] may have experienced or felt since her concerns arose. Please be assured [redacted]’s concerns have been addressed internally by all appropriate parties. KeyBank is committed to providing excellent service.
Please be advised that pursuant to [redacted]’s request, KeyBank mailed copies of her statements dated from October 2012 through December 2012 to the address on file. KeyBank was able to work directly with our client, the matter was resolved and we were able to fulfill the request.
Thank you for your consideration in this matter.
Sincerely,
Jeanette P[redacted]
Executive Client Relations
Office of the President
KeyBank N.A.4910 Tiedeman BoulevardBrooklyn, OH 44144August 4, 2016Mr. [redacted] Count[redacted]Re: [redacted] Prt. [redacted] FLRevdex.com Case Number [redacted]CFPB Case Number [redacted], and [redacted] Installment Loan ending in [redacted] (the...
“Loan”)Dear Mr. [redacted]:Your concerns addressed with Revdex.com and Consumer Financial Protection Bureauhave been forwarded to my attention for review and response. Thank you for taking the time tomake us aware of your concerns.On behalf of KeyBank National Association (“KeyBank”), I regret any inconvenience you haveexperienced and any frustration you may have felt since these concerns arose. Please be assuredthat KeyBank is committed to providing excellent service.Our records reflect that the first short sale request this year began on March 18, 2016. On March18, 2016, the paperwork was faxed to you at (772) 873-0339 per your request, and again onMarch 23, 2016 when you advised that you had not received it. We received the short sale packeton March 24, 2016, however the packet was incomplete. In order to proceed with the short salereview, we required the most recent SSI award letter, three (3) of your most recent consecutivebank statements, and a detailed breakdown of expenses. You called in to discuss this on March31, 2016 in which you advised us that you did not have any bank accounts, and that your wifepays for the expenses with her income. We requested that you provide that statement in writingin lieu of bank statements and updated list of expenses. On April 1, 2016, we received thehardship letter. The enclosed confirmation letter dated April 1, 2016 confirmed that your packetwas officially complete, and under review. The short sale was later approved for $26,000.00 onApril 7, 2016, which remained valid for 90 days. KeyBank received the accepted Short SaleAgreement on April 15, 2016, which was signed by you on April 12, 2016; however we had yetto receive payment. On May 20, 2016 you had advised us that the potential buyer was no longerinterested in the vessel.We understand that you have recently found a new buyer, and initiated a new Short Sale withKeyBank on July 11, 2016. On July 14, 2016 the Short Sale was approved for $23,000.00, andthe Agreement mailed to you for your review. On July 15, 2016, you accepted the Short Saleterms. At this point, KeyBank is waiting for the payment, in which you have 90 days from July15, 2016 to provide to us before a new Short Sale packet will need to be completed. Paymentscan be mailed to; KeyBankException Payment ProcessingMC: OH-01-51-05594910 Tiedeman RdBrooklyn, OH 44144If you are interested in wiring the funds to KeyBank, please utilize the following information;ABA # 041001039Credit: KeyBankAccount: 5555Attention: Exception Payment ProcessingPlease include the borrower’s name and account number*For questions please call the Wire Desk at 800-447-3817Please be advised that it may take a maximum of 90 days from the date of the payment beingreceived for the lien to be released, however this is commonly completed within 30 days. Pleasebe assured that upon receipt of funds, KeyBank will be happy to expedite the lien release. Weunderstand that the potential buyer of the vessel would like the title as soon as possible so thatthey may use the boat. While the buyer is waiting for the title to be transferred, they may obtaina bill of sale. For further questions and concerns regarding this, we suggest you reach out to theState of Florida Tax Collector at (941) 861-8300.In closing, please know that KeyBank values your feedback and the opportunity to address yourconcerns. We appreciate your business and look forward to continuing to work with you. Pleasefeel free to contact us at (866) 325-4765 (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,Karen O[redacted]Department Manager & VPKeyBank N.A.Enclosurescc: Consumer Financial Protection BureauLisa Bove, Executive Client Relations, 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]
[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. The criteria for qualifying for the $300.00 Cash Reward promotion are detailed in the 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 promoting the offer (copy enclosed), in order to receive the promotion reward, eligible clients must make one (1) direct deposit, in the amount of $500.00 or more, within 60 days after Account opening. Our review has found that Ms. [redacted]’s account was established on March 23, 2016. However, the required direct deposit, in the amount of $500.00 or more, was not completed within 60 days of account opening. Subsequently, the Account did not qualify for the $300.00 Cash Reward premium. While our review found no bank error, and as a gesture of good will, KeyBank is allowing an additional 60 days, to complete the required direct deposit. Please know that this information was disclosed to Ms. [redacted] via telephone on May 23, 2016, and she is aware that the new deadline to meet the requirements is July 22, 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] Executive Client Relations Office of the President
KeyBank127 Public SquareCleveland, OH 44144 April 14, 2016 Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408 RE: Revdex.com Case No. [redacted] Dear Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a...
complaint filed with your office by Mr.[redacted]. We understand the importance of our client’s financial wellness. Please be assuredthat, on April 14, 2016, KeyBank verbally responded to Mr. [redacted]’s concerns. Our review determined that the overdraft-related service charges assessed to Mr. [redacted]’s CheckingAccount were in accordance with the KeyBank Deposit Account Agreement and Funds Availabilitypolicy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the “Disclosures”),which are provided to all clients at account opening. Our review found no bank error. However, as agesture of goodwill, KeyBank refunded $39.00 to the Account on April 5, 2016, and as an additionalgesture of goodwill, KeyBank refunded an additional $117.00 to the Account on April 6, 2016. We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank youfor your consideration in this matter. Sincerely,Ashley B[redacted]Executive Client RelationsOffice of the President
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 February 7, 2017 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 January 19, 2017, KeyBank responded to Ms. [redacted]’s concerns in writing and provided her with a copy of her payment history, pursuant to her request. Please note that Ms. [redacted] has been encouraged to review the Payment History forwarded to us and, if she determines any discrepancies, has been encourage to provide us any supporting documentation. Please also note that the $100.00 Key Possibilities Card issued to Ms. [redacted] is forthcoming and is anticipated to be received in the mail shortly. 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 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.
This $100 charge was posted the same day as a $450 deposit to the account. Key Bank CHOSE to present the $100 debit before the $450 credit. The $39 charge IS the responsibility of Key Bank as they try to pin it on the local branch and everyone else besides themselves. They are refusing to refund the amount which is fine because they will be losing a customer because of it.
Regards,
[redacted]
[redacted]KeyBankExecutive Offices4910 Tiedeman Rd.Brooklyn, OH 44144April 26, 2017Mr. Amir [redacted]
[redacted]Dear Mr. [redacted]Thank you for taking the time to contact the Executive Offices of KeyBank National Association...
(“KeyBank”) with your questions and concerns about the banking service we provide to you.Please be advised that on May 18, 2016, the Accounts were closed as permitted under the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement”, copy enclosed) that you received at the time of Account opening. As stated in Section 16 of the Agreement, “We reserve the right to close any or all of your Accounts at any time for any reason.”Please be advised KeyBank takes discrimination claims seriously. I want to assure you that KeyBank complies with all Federal and State anti-discrimination law in addition to our own internal policies regarding discrimination. KeyBank does not discriminate against customers on the basis of age, race, color, religion, national origin, sex, sexual orientation, veteran status, disability, marital status, familial status (family size or childbearing intentions), and receipt of income from public assistance, or exercise of rights under the Consumer Credit Protection Act.In reviewing your concerns KeyBank determined that due to an internal processing error your statements were not changed from online access to paper statements. Upon becoming aware of this issue, KeyBank has corrected this and future statements will be forwarded to the above address. Subsequently, KeyBank has waived fees and interest incurred since May 2016. Please be advised that KeyBank is in the process of updating the credit bureau reporting from May 2016 to the date reflected above. This process can take over 30 days to complete.If you have additional questions regarding this letter, you may contact us at 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients).Sincerely,Elizabeth [redacted]Department Manager, OperationsCc: Betty [redacted], Executive Client
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144 December 19, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service.On December 19, 2016 KeyBank contacted Mr. [redacted] in writing, requesting he contact our office by telephone so that we may further assist him 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]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jeanette P[redacted]Executive Client RelationsOffice of the President
KeyBank
Executive Offices
127 Public Square
Cleveland, OH 44114
August 11, 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]. Thank you for making us aware of [redacted]’s concerns.
Please know we truly regret any inconvenience or frustration [redacted] may have experienced or felt since her concerns arose. KeyBank is committed to providing excellent service.
My review of [redacted]’s concerns found that on November 24, 2014, her Cash Reserve Credit (CRC) line of credit was statused for “payments only” at her request, as she was moving and would no longer require her KeyBank account(s). Additionally, please know that her CRC is currently considered to be in good standing, or paid as agreed. Additionally, I had the opportunity to speak with [redacted] and discuss how her payments are applied, as well as the history of the CRC, including interest accrual and how late payments may affect her outstanding balance. I was also able to inform her that she may continue making her payments by mail by utilizing the detachable coupon included on each monthly CRC statement.
We appreciate the opportunity to respond to [redacted]’s concerns. Thank you for your consideration in this matter.
Sincerely,
Jeanette P[redacted]
Jeanette P[redacted]
Executive Client Relations
Office of the President
---------- Forwarded message ----------From: [redacted] <[redacted]@gmail.com>Date: Tue, Aug 16, 2016 at 8:00 PMSubject: Compliant ID: [redacted]To: [redacted]@cleveland.Revdex.com.orgHi [redacted],I have heard back from Keybank and would like to close the complaint.Best,[redacted]
No they feel they can hold any check they want for ten days and if that is unacceptable then oh well. It took a 45 minute phone call then a visit to the bank to get them to take off the 150$ in NSF charges that were accrued after they eighth day the had the check. Their is no further action required. After much trouble I got my money back.
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44144
September 3, 2015
Revdex.com
Attn: [redacted]
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: ...
[redacted]
Revdex.com Complaint No. [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 our customers excellent service and the circumstances surrounding [redacted]’s experience have been addressed internally.
Please be advised that KeyBank was able to speak with [redacted] and, after troubleshooting the error(s) encountered while attempting to perform maintenance to his Payee(s) in Online Bill Pay, we have confirmed that he is now able to do so without error. We are confident that [redacted] will be able to utilize Online Bill Pay without encountering this same error going forward.
Thank you for your assistance with this matter and for making us aware of [redacted]’s concerns.
Sincerely,
Richard S[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]
March 17, 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 [redacted]. On...
March 17, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing.
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 letter which includes exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim. 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 Executive Offices 127 Public Square Cleveland, OH 44144 November 16, 2016 Revdex.com Attn: Ms. [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. Please be advised that, on November 16, 2016, KeyBank responded Ms. [redacted]’s in writing, requesting that she contact us by telephone so that we may further assist her. 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 Mrs. [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
KeyBank National Association is in receipt of a complaint filed with your office by Ms. [redacted]. Thank you for making us aware of Ms. [redacted]’s concerns.
Upon speaking with Ms. [redacted] on March 2, 2015, KeyBank found no bank error, and has declined her request for loan forgiveness, and...
fee waivers. There has not been and negative credit bureau reporting related to her concerns. Client has the ability to create her own logon for [redacted] by following the instructions online, or contacting [redacted] at 1-[redacted]. The client had received four separate letters regarding four different balances being owed due to there being four separate loans at KeyBank. Client pays these four loans as one combined payment through [redacted]. For the client’s review, we have sent her copies of the original loan documents, and the Truth in Lending Disclosures.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke to the rep form key bank executive office and I told them that I will fill up the letter sent to me by Margaret C[redacted] to see if I can file a dispute for the $100 check cleared and get fraud department to refund the $100 into my count. But they did not honor this and went ahead to close the case even before I sent the information back in!I want fullr esolution but not partial resolution of this issue.
Regards,
[redacted]
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144 January 10, 2017 Revdex.com Attn: Ms. Nichole Means2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On December 23, 2016, KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally. Our review found that due to an internal processing error, Ms. [redacted]’s loan payments were delayed in processing. Please know that upon discovery of this error, KeyBank immediately took corrective action and backdated the impacted payments to reflect as being effective as of their original dates of receipt. In addition, any late fees assessed as a result of this error have been waived. As a gesture of goodwill we are sending Ms. [redacted] $50.00 in Key Possibilities Cards, which can be used anywhere [redacted]® is accepted. 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 Relations Office of the President
KeyBank 127 Public Square Cleveland, OH 44144 March 3, 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 [redacted]. On March 1, 2016, KeyBank verbally delivered our resolution to Mr. [redacted]’s concerns. 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. As stated in KeyBank’s advertising literature promoting the offer, in order to receive the promotion reward, the following must be met: Open a qualifying checking account by October 9, 2015 and, within 60 days of Account opening Make one (1) direct deposit, in the amount of $1,000.00 or more and A combination of five (5) debit card and/or bill payments Our review has found that the Account was established on September 21, 2015, and the required combination of five (5) debit card and/or bill payments transactions were completed as of October 19, 2015. However, the required direct deposit, in the amount of $1,000.00 or more, was not made within 60 days of Account opening. Subsequently, the Account did not qualify for the $300.00 Cash Reward premium. Our review found no bank error. Additionally, please know that our review found no record of having advised Mr. [redacted] that the Account met the required qualifications. We appreciate the opportunity to respond to Mr. [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
KeyBank N.A.
Executive Offices
127 Public Square
Cleveland, OH 44114
June 25, 2015
[redacted]
Revdex.com
2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408
RE: ...
[redacted]
Revdex.com Complaint [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 know we truly regret any inconvenience or frustration [redacted] may have experienced or felt since her concerns arose. Please be assured [redacted]’s concerns have been addressed internally by all appropriate parties. KeyBank is committed to providing excellent service.
Please be advised that pursuant to [redacted]’s request, KeyBank mailed copies of her statements dated from October 2012 through December 2012 to the address on file. KeyBank was able to work directly with our client, the matter was resolved and we were able to fulfill the request.
Thank you for your consideration in this matter.
Sincerely,
Jeanette P[redacted]
Executive Client Relations
Office of the President
KeyBank N.A.4910 Tiedeman BoulevardBrooklyn, OH 44144August 4, 2016Mr. [redacted] Count[redacted]Re: [redacted] Prt. [redacted] FLRevdex.com Case Number [redacted]CFPB Case Number [redacted], and [redacted] Installment Loan ending in [redacted] (the...
“Loan”)Dear Mr. [redacted]:Your concerns addressed with Revdex.com and Consumer Financial Protection Bureauhave been forwarded to my attention for review and response. Thank you for taking the time tomake us aware of your concerns.On behalf of KeyBank National Association (“KeyBank”), I regret any inconvenience you haveexperienced and any frustration you may have felt since these concerns arose. Please be assuredthat KeyBank is committed to providing excellent service.Our records reflect that the first short sale request this year began on March 18, 2016. On March18, 2016, the paperwork was faxed to you at (772) 873-0339 per your request, and again onMarch 23, 2016 when you advised that you had not received it. We received the short sale packeton March 24, 2016, however the packet was incomplete. In order to proceed with the short salereview, we required the most recent SSI award letter, three (3) of your most recent consecutivebank statements, and a detailed breakdown of expenses. You called in to discuss this on March31, 2016 in which you advised us that you did not have any bank accounts, and that your wifepays for the expenses with her income. We requested that you provide that statement in writingin lieu of bank statements and updated list of expenses. On April 1, 2016, we received thehardship letter. The enclosed confirmation letter dated April 1, 2016 confirmed that your packetwas officially complete, and under review. The short sale was later approved for $26,000.00 onApril 7, 2016, which remained valid for 90 days. KeyBank received the accepted Short SaleAgreement on April 15, 2016, which was signed by you on April 12, 2016; however we had yetto receive payment. On May 20, 2016 you had advised us that the potential buyer was no longerinterested in the vessel.We understand that you have recently found a new buyer, and initiated a new Short Sale withKeyBank on July 11, 2016. On July 14, 2016 the Short Sale was approved for $23,000.00, andthe Agreement mailed to you for your review. On July 15, 2016, you accepted the Short Saleterms. At this point, KeyBank is waiting for the payment, in which you have 90 days from July15, 2016 to provide to us before a new Short Sale packet will need to be completed. Paymentscan be mailed to; KeyBankException Payment ProcessingMC: OH-01-51-05594910 Tiedeman RdBrooklyn, OH 44144If you are interested in wiring the funds to KeyBank, please utilize the following information;ABA # 041001039Credit: KeyBankAccount: 5555Attention: Exception Payment ProcessingPlease include the borrower’s name and account number*For questions please call the Wire Desk at 800-447-3817Please be advised that it may take a maximum of 90 days from the date of the payment beingreceived for the lien to be released, however this is commonly completed within 30 days. Pleasebe assured that upon receipt of funds, KeyBank will be happy to expedite the lien release. Weunderstand that the potential buyer of the vessel would like the title as soon as possible so thatthey may use the boat. While the buyer is waiting for the title to be transferred, they may obtaina bill of sale. For further questions and concerns regarding this, we suggest you reach out to theState of Florida Tax Collector at (941) 861-8300.In closing, please know that KeyBank values your feedback and the opportunity to address yourconcerns. We appreciate your business and look forward to continuing to work with you. Pleasefeel free to contact us at (866) 325-4765 (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,Karen O[redacted]Department Manager & VPKeyBank N.A.Enclosurescc: Consumer Financial Protection BureauLisa Bove, Executive Client Relations, 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]
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 June 6, 2016 Revdex.com Attn: Ms. [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted] Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Ms. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. The criteria for qualifying for the $300.00 Cash Reward promotion are detailed in the 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 promoting the offer (copy enclosed), in order to receive the promotion reward, eligible clients must make one (1) direct deposit, in the amount of $500.00 or more, within 60 days after Account opening. Our review has found that Ms. [redacted]’s account was established on March 23, 2016. However, the required direct deposit, in the amount of $500.00 or more, was not completed within 60 days of account opening. Subsequently, the Account did not qualify for the $300.00 Cash Reward premium. While our review found no bank error, and as a gesture of good will, KeyBank is allowing an additional 60 days, to complete the required direct deposit. Please know that this information was disclosed to Ms. [redacted] via telephone on May 23, 2016, and she is aware that the new deadline to meet the requirements is July 22, 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] Executive Client Relations Office of the President
KeyBank127 Public SquareCleveland, OH 44144 April 14, 2016 Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408 RE: Revdex.com Case No. [redacted] Dear Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a...
complaint filed with your office by Mr.[redacted]. We understand the importance of our client’s financial wellness. Please be assuredthat, on April 14, 2016, KeyBank verbally responded to Mr. [redacted]’s concerns. Our review determined that the overdraft-related service charges assessed to Mr. [redacted]’s CheckingAccount were in accordance with the KeyBank Deposit Account Agreement and Funds Availabilitypolicy (the “Agreement”) and the Personal Checking Account Fees and Disclosures (the “Disclosures”),which are provided to all clients at account opening. Our review found no bank error. However, as agesture of goodwill, KeyBank refunded $39.00 to the Account on April 5, 2016, and as an additionalgesture of goodwill, KeyBank refunded an additional $117.00 to the Account on April 6, 2016. We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank youfor your consideration in this matter. Sincerely,Ashley B[redacted]Executive Client RelationsOffice of the President
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 February 7, 2017 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 January 19, 2017, KeyBank responded to Ms. [redacted]’s concerns in writing and provided her with a copy of her payment history, pursuant to her request. Please note that Ms. [redacted] has been encouraged to review the Payment History forwarded to us and, if she determines any discrepancies, has been encourage to provide us any supporting documentation. Please also note that the $100.00 Key Possibilities Card issued to Ms. [redacted] is forthcoming and is anticipated to be received in the mail shortly. 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 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.
This $100 charge was posted the same day as a $450 deposit to the account. Key Bank CHOSE to present the $100 debit before the $450 credit. The $39 charge IS the responsibility of Key Bank as they try to pin it on the local branch and everyone else besides themselves. They are refusing to refund the amount which is fine because they will be losing a customer because of it.
Regards,
[redacted]
[redacted]KeyBankExecutive Offices4910 Tiedeman Rd.Brooklyn, OH 44144April 26, 2017Mr. Amir [redacted]
[redacted]Dear Mr. [redacted]Thank you for taking the time to contact the Executive Offices of KeyBank National Association...
(“KeyBank”) with your questions and concerns about the banking service we provide to you.Please be advised that on May 18, 2016, the Accounts were closed as permitted under the KeyBank Deposit Account Agreement and Funds Availability Policy (the “Agreement”, copy enclosed) that you received at the time of Account opening. As stated in Section 16 of the Agreement, “We reserve the right to close any or all of your Accounts at any time for any reason.”Please be advised KeyBank takes discrimination claims seriously. I want to assure you that KeyBank complies with all Federal and State anti-discrimination law in addition to our own internal policies regarding discrimination. KeyBank does not discriminate against customers on the basis of age, race, color, religion, national origin, sex, sexual orientation, veteran status, disability, marital status, familial status (family size or childbearing intentions), and receipt of income from public assistance, or exercise of rights under the Consumer Credit Protection Act.In reviewing your concerns KeyBank determined that due to an internal processing error your statements were not changed from online access to paper statements. Upon becoming aware of this issue, KeyBank has corrected this and future statements will be forwarded to the above address. Subsequently, KeyBank has waived fees and interest incurred since May 2016. Please be advised that KeyBank is in the process of updating the credit bureau reporting from May 2016 to the date reflected above. This process can take over 30 days to complete.If you have additional questions regarding this letter, you may contact us at 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients).Sincerely,Elizabeth [redacted]Department Manager, OperationsCc: Betty [redacted], Executive Client