[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
[redacted], [redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. Please know that KeyBank has also received Mr. [redacted]’ concerns via the Consumer Financial Protection Bureau, and will be responding to him 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 Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Betty V[redacted] Betty V[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 November 30, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing. KeyBank posted two (2) payments for Ms. [redacted]’s October 26, 2016 payment due, each in the amount of $289.36, on November 2, 2016 and November 7, 2016, respectively. The first of these payments had been remitted to KeyBank by a third-party financial institution, while the latter was schedule with KeyBank via telephone. On November 10, 2016 Ms. [redacted] requested KeyBank to have the second payment reversed. However, due to an internal processing delay, the funds from this payment were not mailed to her until November 29, 2016. Please be assured that KeyBank has since addressed the circumstances of Ms. [redacted]’s experience internally. We sincerely apologize for any frustration the client may felt as a result of her experience. Additionally, please be assured that Ms. [redacted] did not incur any fees and no negative credit bureau reporting have occurred as a result of this matter. As a token of our appreciation, in a separate mailing, KeyBank provided to Ms. [redacted] Key Possibilities Gift Cards®, totaling $100.00, which may be used anywhere MasterCard® is accepted. KeyBank does not provide tax advice. We advise clients to consult their personal tax adviser should they have questions on how these Key Possibilities Cards may be reported for tax purposes. 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
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] I will respond in saying the only thing they did not do that they said they were going to do was to issue a gift card 0f $100. That promise was not met and the loan payment issue is still a hot mess! Thank You[redacted]
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 August 8, 2016, KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Ms. [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
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted]KeyBank [redacted]
[redacted] May 23, 2017 Jeffrey L. [redacted]
[redacted]
[redacted] Re: Jeffrey L. [redacted] Elma, NY Revdex.com Case # [redacted] Key Equity Options Account Ending in [redacted] (the...
"Loan") Dear Mr. [redacted]: We received your complaint that you filed through the [redacted] and the Revdex.com serving Greater Cleveland in regards to your questions and concerns about the banking service KeyBank National Association ("KeyBank") provides to you. I would like to take this opportunity to apologize on behalf of KeyBank for any inconvenience you experienced and for the frustration you felt as a result of this matter. We at KeyBank strive to provide great service that helps you make confident financial decisions. I have reviewed your concerns and would like to offer the following: Our review of the Loan found that the Loan Agreement (the Agreement) was signed on May 3, 2013 (copy enclosed). Section Thirty Four (34) states the following: "If the initial credit limit shown at the beginning of this agreement is $15,000 or more and you cancel your account within four years afier the date we open it, you must reimburse us for any appraisal fee, search fee, mortgage recording fee, mortgage tax or flood certification fee shown at the beginning of this agreement. " The total amount of the fees paid on your behalf as indicated on page one (1) of the Agreement and subject to early termination was $526. Our review found that while the Agreement was signed on May 3, 2013 the date that the loan was fully funded and opened was May 10, 2013 and as such the early termination period per the signed Agreement would correctly expire four (4) years after that date. KeyBank received a payment in the amount of $31,068.83 on May 4, 2017, directed to KeyBank from [redacted]. Our records show that a document sent to KeyBank along with payment from [redacted] was missing the required signatures (copy enclosed) to close the Loan, and a letter indicating this was mailed to you on May 6, 2017 (copy enclosed). In order to close the Loan and release anyiall liens on the property that is collateralized by it, we need signed authorization. We have since received the signed authorization and have closed the loan, back dated the closure to May 4, 2017 and sent the lien release for the property. As a gesture of goodwill, we have waived the early termination fee. Our review found that the payment made to the Loan resulted in an over payment, we have credited your Key Advantage Checking Account ending in # [redacted] a total of $563.25. The credits) will be viewable on your next deposit statement. In closing, please know that KeyBank values your feedback and the opportunity to address your concerns. We appreciate your business and look forward to continuing to work with you. Please feel free to contact us at (800) 625-3256 (TTYITDD for the Hearing Impaired: 1-800-539-8336) if you have any questions or additional concerns. We will be glad to assist you. Sincerely, Elizabeth [redacted] Department Manager, Operations Enclosure(s) cc: [redacted] Revdex.com serving Greater Cleveland Kevin [redacted], Executive Client Relations, Office of the President, KeyBank
[redacted]12:50 PM to me Hi [redacted]! My complaint with Key Bank has been resolved. As a result of contacting you I was able to finally get some responses from them. BUT I do still want this complaint filed as they were terribly wrong on their end. They incorrectly reported the credit bureaus...
regarding my payment history even after proving to them over and over that they were wrong. What they did was unacceptable and people need to know that. I would really appreciate if this report could still be on record against their company. Thank you so much for everything! Have a wonder holiday season! Kindly,[redacted]
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of Mrs. [redacted]’s concerns. We are committed to providing our customers excellent service.
In addition to the Revdex.com, Mrs.[redacted] has filed a...
complaint with our regulators, the Consumer Financial Protection Bureau, as well. KeyBank has addressed Mrs. [redacted]’s concerns in writing. A copy of our response to her concerns has been forward to you for your review.
Please be assured that KeyBank is committed to providing our customers excellent service. Thank you for your consideration in this matter.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 November 25, 2016, KeyBank delivered our resolution to Mr. [redacted]’s concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to 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
[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 November 10, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[redacted], [redacted]Revdex.com Case No. [redacted] Dear Ms. [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. Please know that KeyBank has also received Mr. [redacted]’ concerns via the Consumer Financial Protection Bureau, and will be responding to him 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 Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Betty V[redacted] Betty V[redacted]Executive Client RelationsOffice of the President
KeyBank Executive Offices 127 Public Square Cleveland, OH 44144 December 28, 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 November 30, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing. KeyBank posted two (2) payments for Ms. [redacted]’s October 26, 2016 payment due, each in the amount of $289.36, on November 2, 2016 and November 7, 2016, respectively. The first of these payments had been remitted to KeyBank by a third-party financial institution, while the latter was schedule with KeyBank via telephone. On November 10, 2016 Ms. [redacted] requested KeyBank to have the second payment reversed. However, due to an internal processing delay, the funds from this payment were not mailed to her until November 29, 2016. Please be assured that KeyBank has since addressed the circumstances of Ms. [redacted]’s experience internally. We sincerely apologize for any frustration the client may felt as a result of her experience. Additionally, please be assured that Ms. [redacted] did not incur any fees and no negative credit bureau reporting have occurred as a result of this matter. As a token of our appreciation, in a separate mailing, KeyBank provided to Ms. [redacted] Key Possibilities Gift Cards®, totaling $100.00, which may be used anywhere MasterCard® is accepted. KeyBank does not provide tax advice. We advise clients to consult their personal tax adviser should they have questions on how these Key Possibilities Cards may be reported for tax purposes. 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
[redacted] <[redacted]@gmail.com>1:27 AM (10 hours ago)to me I was able to resolve the dispute .You may close the dispute.Thank you.
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] I will respond in saying the only thing they did not do that they said they were going to do was to issue a gift card 0f $100. That promise was not met and the loan payment issue is still a hot mess! Thank You[redacted]
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144 August 10, 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 August 8, 2016, KeyBank delivered our resolution to Ms. [redacted]’s concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to Ms. [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
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted]KeyBank [redacted]
[redacted] May 23, 2017 Jeffrey L. [redacted]
[redacted]
[redacted] Re: Jeffrey L. [redacted] Elma, NY Revdex.com Case # [redacted] Key Equity Options Account Ending in [redacted] (the...
"Loan") Dear Mr. [redacted]: We received your complaint that you filed through the [redacted] and the Revdex.com serving Greater Cleveland in regards to your questions and concerns about the banking service KeyBank National Association ("KeyBank") provides to you. I would like to take this opportunity to apologize on behalf of KeyBank for any inconvenience you experienced and for the frustration you felt as a result of this matter. We at KeyBank strive to provide great service that helps you make confident financial decisions. I have reviewed your concerns and would like to offer the following: Our review of the Loan found that the Loan Agreement (the Agreement) was signed on May 3, 2013 (copy enclosed). Section Thirty Four (34) states the following: "If the initial credit limit shown at the beginning of this agreement is $15,000 or more and you cancel your account within four years afier the date we open it, you must reimburse us for any appraisal fee, search fee, mortgage recording fee, mortgage tax or flood certification fee shown at the beginning of this agreement. " The total amount of the fees paid on your behalf as indicated on page one (1) of the Agreement and subject to early termination was $526. Our review found that while the Agreement was signed on May 3, 2013 the date that the loan was fully funded and opened was May 10, 2013 and as such the early termination period per the signed Agreement would correctly expire four (4) years after that date. KeyBank received a payment in the amount of $31,068.83 on May 4, 2017, directed to KeyBank from [redacted]. Our records show that a document sent to KeyBank along with payment from [redacted] was missing the required signatures (copy enclosed) to close the Loan, and a letter indicating this was mailed to you on May 6, 2017 (copy enclosed). In order to close the Loan and release anyiall liens on the property that is collateralized by it, we need signed authorization. We have since received the signed authorization and have closed the loan, back dated the closure to May 4, 2017 and sent the lien release for the property. As a gesture of goodwill, we have waived the early termination fee. Our review found that the payment made to the Loan resulted in an over payment, we have credited your Key Advantage Checking Account ending in # [redacted] a total of $563.25. The credits) will be viewable on your next deposit statement. In closing, please know that KeyBank values your feedback and the opportunity to address your concerns. We appreciate your business and look forward to continuing to work with you. Please feel free to contact us at (800) 625-3256 (TTYITDD for the Hearing Impaired: 1-800-539-8336) if you have any questions or additional concerns. We will be glad to assist you. Sincerely, Elizabeth [redacted] Department Manager, Operations Enclosure(s) cc: [redacted] Revdex.com serving Greater Cleveland Kevin [redacted], Executive Client Relations, Office of the President, KeyBank
[redacted]12:50 PM to me Hi [redacted]! My complaint with Key Bank has been resolved. As a result of contacting you I was able to finally get some responses from them. BUT I do still want this complaint filed as they were terribly wrong on their end. They incorrectly reported the credit bureaus...
regarding my payment history even after proving to them over and over that they were wrong. What they did was unacceptable and people need to know that. I would really appreciate if this report could still be on record against their company. Thank you so much for everything! Have a wonder holiday season! Kindly,[redacted]
KeyBank National Association is in receipt of a complaint filed with your office by [redacted]. Thank you for making us aware of Mrs. [redacted]’s concerns. We are committed to providing our customers excellent service.
In addition to the Revdex.com, Mrs.[redacted] has filed a...
complaint with our regulators, the Consumer Financial Protection Bureau, as well. KeyBank has addressed Mrs. [redacted]’s concerns in writing. A copy of our response to her concerns has been forward to you for your review.
Please be assured that KeyBank is committed to providing our customers excellent service. Thank you for your consideration in this matter.
Sincerely,
[redacted]
Executive Client Relations
Office of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144 November 28, 2016 Revdex.com Attn: Ms. [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: ...
[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 November 25, 2016, KeyBank delivered our resolution to Mr. [redacted]’s concerns verbally. Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form. We appreciate the opportunity to respond to 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