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Key Bank USA

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Key Bank and the oh so expensive Paper Statement.
Posted by on
Rating: 1/51
I've been a Key Bank "customer" most of my adult life. Truth be told, the account I had there was not my primary checking account, but rather my extra account I used for specific purchases related to my job. While making one such purchase one night, I checked my last statement to see what my balance was. I don't use the account very often, so that was a normal practice. To my surprise, I noticed that there was a $2.00 fee taken from account for sending me a Paper Statement in the mail. EXCUSE ME? Two dollars to send me a piece of paper in the mail? I don't think so. I started going through my previous statements, and sure enough there were fees going all the way back to September, in all about 12 or 14 dollars worth.

The next morning, I took the statement to the local branch, wanting answers and a solution. I was calm and collected, but inside I was fuming. The teller couldn't help me, so I had to wait for the manager....for an hour. I explained my frustration when I was finally acknowledged. My frustration and dissatisfaction was met with "Well sir, it is Key Bank's policy that customers are responsible for looking at their statements. They ARE providing you with a service after all. That service costs money, and like it or not sir, all banks are instituting these fees."

Jerry Springer was talking me down in my head. Remaining as calm as I could, I cracked a smile and politely said, "You've got to be kidding me. Ma'am, that's ridiculous. I signed up for a free checking account for a reason. I understand that it's not you, at this level (the branch), and that this decision comes from the top of the company, but where's the loyalty? It's not the amount of money, it's the principle of the situation. I'd appreciate you refunding my money and cashing out my account."

She replied with "Since you're closing your account, I'm not authorized to refund you more than one fee. If you were to choose our online option and keep the account open, I could refund all of them."

"Nope. No thank you. Give me my money and close the account." By this time I was starting to become visibly perturbed. Her keen senses picking up on this, she said, "Well, I can manually credit up to 60 days worth of fees, so I can give you an extra 2.00 fee back."

Whatever. Just get it done.

As she was running the transaction, she messed something up with the computer, to my advantage, giving me another extra 2.00 back, but forcing me to digitally sign for money twice. Her response to this was "hey, at least there's no paper or ink to keep track of." I was so put off that all I could do was chuckle. I said "Yep, and now you understand why I didn't want to rely solely on your online option. Thanks a lot."

After doing some research around my local area, I found that the local credit union doesn't charge people for any of that stuff. No hidden fees, no minimum checking balance and absolutely no plans to do so at any point in the future. All I have to do is use the account once a year and keep at least five dollars in a connected savings account. No problem. Moral of the story: Banks suck. Go local. Use your credit union.
     
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clutzycook on 2012-03-31:
A lot of banks and other companies are starting to charge for paper bills/statements. But they should have notified you beforehand.
trmn8r on 2012-03-31:
You should check, so to speak, further. This is becoming more common.

Think about why it is happening. Think of all the customers that they have who rarely use an account. It costs money to maintain that account, whether it is obvious or not. Now in addition, the company has to send out statements. Those cost money. Postage, envelope, labor. I wouldn't be surprised if it costs over $1 to send a statement. It is most definitely to the company's advantage to do it electronically, IF the customer agrees.

A few things come to mind. Changes like these are always mentioned in correspondence from the bank. You should have received such a notice. Also, checking your statement with a quick glance can avoid this going on for months. Companies don't have to refund fees going back more than a month or two because the assumption is the customer was aware they had been charged.

Assuming the bank gave notice, I honestly feel it was a bit generous in offering to refund all the fees if you changed to online billing. After all, their assumption would be that you would want to remain a customer, either by continuing as is or changing to online statements. What they did is instead of granting you that foregiveness as a customer, cut you off and wished you well with your new bank.
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An absolutely horrible mortgage experience
Posted by on
CLEVELAND, OHIO -- Every week there were new forms to be signed and new documents to be provided - new hoops to jump through. They provide a website to track the status of your loan - what documents you still need to get to them and what they still need to do before you can close. I applied for the loan 7 weeks prior to the date I wanted to close. I provided all requested documents promptly. Four weeks after I had first applied and three weeks before I was supposed to close I called to inquire about the numerous red flags still showing up on the website. Many of these flags were items I had provided weeks ago; others didn't make any sense; still others they had never even asked for. The agent in their mortgage "service" center assured me that that would all get taken care of soon. The loan should come out of processing any day now and when that happened the flags would all get cleared up. He seemed quite irritated that I had even called to ask. Two days before I was supposed to close I called him because I still didn't have final numbers. He said it should be done "today". One day before closing he called me to request yet another document and - in passing - mentioned a "small" issue with the home owner's association. But, still it should be done "today". 3 hours after I was supposed to close the local mortgage specialist called me to tell me that there was an issue with the HOA and they needed a letter that the HOA was not providing to them. Both she and the agent in their central mortgage service center were actively hostile when I put the blame on Key for the loan not closing on time - they had had 7+ weeks to get it done. Both blamed the HOA, my Realtor, and the seller's Realtor for the delays. I was especially upset at their refusal to take any of the blame because every time I spoke with them I was assured that everything was fine and they always made it clear that I shouldn't have been bothering them with these concerns - the loan would close on time.

The issue with the HOA that was revealed 3 hours after the closing should have happened was with the delinquency rate on HOA fees; it required an exception through Fannie Mae to get the loan approved and that would cost me $200. In addition to costing an extra $200, it was also going to take at least a week to get the exception. I was very upset about this because every time I asked about the status of the loan I was assured everything was on track - right until the closing time came and went without closing! She informed me that I didn't have to go for the exception; of course if I didn't the loan was declined. In my mind that's really not a choice. Just like when your computer crashes and says I've lost your data, press OK. No, it's not OK, but I don't have any other choice!! She refused to acknowledge that the "choice" she was giving me was really no choice at all. The only good thing I have to say about Key comes here - the exception got approved very quickly. They turned it around in less than 1 business day! But, from what I've seen of their business practices at the last possible moment is the only way they do things so I guess they've gotten quite good at it!

I could go on and on and list the numerous other things that they got wrong throughout the process, but I hope by now I've convinced you to take your business elsewhere. Their fees were lower than other lenders, but you get what you pay for. And many of the fees they advertised at the start of the process ended up being much higher in the end (those are the numerous other things I could go on and on about; suffice it to say the "surprises" added up to about $700 in extra fees by the end). I'll never get another mortgage through them; not even if they paid me!
     
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Fufu487 on 2011-10-16:
yea it really sounds like they weren't doing their part. shame. there should be time limitations on banks for things like this.
traceylynn on 2011-10-17:
were they correct about the HOA fee's being behind? If they were yes, the loan can not be closed until those are paid because there is a lein against the title of the home
lolly748 on 2012-02-21:
OMG they purchased our mortgage and it has been nothing but hell for the last four years. STAY AWAY from KEYBANK
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Clearing A Check And Then Bouncing The Same Check, Huh?
Posted by on
TAYLORSVILLE, UTAH -- Big Bank Vs the Little People

Alright here’s the scenario. You live a modest life and generally budget yourself paycheck to paycheck. This isn’t because you choose to be this way but your current financial situation demands it. So there you are, it’s the end of the month and once again time to pay the bills. Now have you ever seen the cartoon of the poor family that puts all their bills on little pieces of paper and put them in a hat? Well in the cartoon drawing the parents allow the kids to draw from the hat to see what bills get paid and in what order that month.

I used to not get the joke either, but seeing as I am still very early in my career and paying the penalties of past poverties, I truly understand that cartoon now. Anyway back to the point, there you are balancing your checkbook and deciding what bills to pay with what you have. The obvious and most immediate bill that must be paid is your rent or mortgage. So simple enough you write a check for $492.00 to pay your rent.

OK fine that’s over with. Now you read the threatening letters and realize you are a month behind on your insurance. The letter reads “Pay now to avoid cancellation”. Now that’s fine and dandy but since you are behind a month the insurance company insists you pay the full amount due of $330.00. Wow, now you have a problem because you have exactly $137.34 left over, which would have covered your insurance just fine normally but again you must pay 2 months to stay insured. So what to do… Well previous experience has taught you that your rent check clears within 1-4 days. So you wait a few days and then mail out a check for the $330.00 and cross your fingers. The hope is that the bank clears the check and nails you with an already high overdraft fee of $36.50. A few days later your roommate calls you to tell you that the rent check hit and went through just fine. Just to be sure you look online at your online statement. And read what’s below. I have even copied the statement information as best as I can without a column format. The statement reads.

11/10/2008..... Check............. Check#218................ $492.00............$137.34

Perfect, the rents clear, no problem right?

OK, so later that day your insurance hits. So what happens? Well again here is a cut copy of the way that looks on your statement.

11/10/2008...Serv Charge..Tier3 Overdraft Item Charge...$36.50.........$-229.16

11/10/2008...Check......Check #184................................$330.00........$-192.66

11/10/2008...Check......Check #218................................$492.00........$137.66

.............................................................................................................$629.34


Alright, perfect, things worked out. And you get paid again in a few days so that negative 229.16 won’t be a problem. You’re OK this month. All that ramen eating and careful budgeting of your gas has paid off…!

Well maybe not..

One week later you come home late from work to find a “3 days to pay or vacate” notice. “Wait a minute! WHAT? I know my rent check went through. I better double checked to be sure.” You think in your head about the math and what your statement read. (629.34- 492.00= 137.34) Yup I remember. There must be mistake right? So what do you do? Well you go back to the source right…. ? So you log in online and look at your statement. It still says the same things as above, but there’s more… Here’s another cut copy of this very same statement.


11/12/2008..Serv Chg....RETURN CHG: CHK 218 AMT 492.00.......36.50.......519.84

11/12/2008..Serv Chg....RETURN CHG: CHK 184 AMT 330.00.......36.50.......556.34

11/12/2008..Reversal.....REVERSE CHECK.....................................330.00......592.84

11/12/2008..Reversal.....REVERSE CHECK.....................................492.00.......262.84

11/10/2008..Serv Chg..TIER 3 OVERDRAFT ITEM CHARGE..36.50.................-229.16

11/10/2008..Check.......CHECK # 184................................330.00...............-192.66

11/10/2008..Check.......CHECK # 218................................492.00..................137.34

.......................................................................................................................629.34


OK now are you as confused as I am? Yea you read it right. The bank bounced both checks. Now how can they do that? AHH WELCOME TO KEY BANK!

Now, for some more math. The apartment complex has assessed some late fees and penalties that you must pay 45.00 dollars for non-sufficient funds, 50.00 dollar late fee and since it’s now the 7th 5.00 dollars a day fee since the 5th ($60.00). Totaling =155.00 dollars. Now the bank also has to have their piece of this. 36.50 For each check “overdraft fee as they call it and 36.50 for return check fee as the call it. Yes, you heard me correct. Key bank not only bounces you when you do have money but charges you for overdraft and return. The terms themselves contradict. I mean which is it? Did you overdraft me or return my check?

Alright so let’s assess the damage. 155.00 (for the apartment) + 140.00 (for the bank 36.50*4) total= 295.00 dollars in fees. Grand total for rent in November = 787.00 Oh and don’t forget to pay within 3 days or be thrown out☺. Not to mention your insurance company is a whole other problem.

Now I will admit fault in being short on my insurance, I took a chance and figured I would face the consequence with progressive. Never did I imaging this though. It makes no sense what so ever. WHY? HOW? HUH? WTF?

So I made some phone calls. This is not the first time I have been screwed by key bank and this was not going to taken lightly. So I call 1-800-Key-2-You and spoke with a very pleasant woman named Valarie. She looked over my account for a few minutes and then of course I had to ask… “How?” How did this happen? I half expected a standard crazy answer about how the tellers have a completely different view of my account and on her screen it makes absolute sense. (Believe it or not this is the traditional answer and true even. What you see on your online statement is not reality! The tellers have an entirely different order to the way checks or debits come out of your account, thus explaining the reason why I got fees for nothing some time ago according to my online statement anyway.. Total Bullshi@# but anyway) To my surprise she put me on hold to get her supervisor to explain this one to her. She even had the supervisors’ supervisor look at it, just to be sure. So would you like to hear the brilliant KEY Bank response to my dilemma? “We have no idea how” Which of course brings you to another question.. “HUH?”

So okay, fair enough. The bank made a mistake. Again! (Did I mention that if you put Cash in a Key Bank ATM after 3pm on Friday and try to spend anything more than 100.00 dollars on Monday night after 9 pm you will be charged severely! Yep, you heard me right Key Bank takes 4 days to clear cash. And don’t be fooled by your ATM receipt that says you have the funds available. That’s how they getcha!) So where was I? Oh yea the mistake. So the Bank call center headquarters out of Washington admits they have no idea how this happened. Apparently the branch where you opened your account reserves the right to refuse payment to any check they deem necessary. And the Taylorsville branch apparently has a blind check approval agent, cause other than that, not even the call center office can explain the error. They even explained to me that the bank actually did clear these checks and the branch reversed them. Which explains why your online statement when you click on the check description says the following about both checks. (Notice the part where it says date check cleared? Umm… HUH?)

KEY EXPRESS CHECKING........................... Account ######
Check Number..............................................................218
Check Amount.......................................................$492.00
Date Check Cleared.........................................11/10/2008



KEY EXPRESS CHECKING........................... Account ######
Check Number..............................................................184
Check Amount.......................................................$330.00
Date Check Cleared.........................................11/10/2008



So what’s the result of that call? Well Since the call center that is created for solving problems with your account can not do exactly that. You are going to have to wait. Valerie, being the pro-motivated person she is, calls your branch and your apartment for you the next day. Cross your fingers, cause this going to go no where. The next day you get a call from Valerie, who seams a bit frustrated. Apparently your branch has basically told her to butt out and pack sand in her a@$. They inform her that the branch certainly made no such mistake and will look into it, but even Valerie knows that means she will do nothing of the sort. (Some customer oriented service huh?) And for all the fees. well you’re told you will need to probably sue the bank to see those again.

So what can you do now? To be honest I have to give the same answer Valerie first gave me. “I have no idea” But I feel something needs to be said. Of course I have set up a Credit Union Account where hopefully I never run into this again. BTW their overdraft fee is 18.00 and it only is charged once. I asked.. And yes I called the Key Bank Executive Client Requisition office to report some of my many problems with Key Bank. But what else? Well that is why I am writing this letter. Hopefully to warn off those thinking about joining a new Bank. I warn you. Learn from my mistake. And if my words are not enough then listen to some of the hundreds of others with similar problems. Listed on this website


Best of luck,

Another Rape Victim of Key Bank

     
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Anonymous on 2008-11-18:
So, the short version is that you spent more than what you had available...floated a check or two, then crossed your fingers that everything would work out, and it didn't?
Anonymous on 2008-11-18:
justcuz nailed it on the head. You tried to play the beat the bank game, and you lost.


Anonymous on 2008-11-18:
You're probably lucky you didn't get charged for writing bad checks. You gambled, you lost, hopefully you learned.
yoke on 2008-11-19:
According to what you have posted there are about 34 more checks out there. How many of those posted during that time?
Principissa on 2008-11-19:
So you wrote a check knowing you were going to OD your account and now you're mad at the bank. You do know that what you did is a felony in some states right?
hubbard53 on 2008-11-19:
I think the point was that only ONE should have bounced, right? The rent check cleared at first but then it didn't when it hit the branch. Banks are there to make money and they do so in questionable ways . . like clearing checks in whatever order results in the most bounced checks.
Davenport on 2008-11-19:
Couple of things:

1. You floated checks. That's a felony. Be happy that the money is the only thing you're probably going to lose.

2. You didn't get "raped". You were an idiot. Using the word "rape" implies that you're a victim of some kind. The only thing you're a victim of is slightly unfair business practices. Don't like what they did, don't bank with them.

Next time you need to do something like this, you're probably better off going to one of those Check/Cash places and getting money from them.
Anonymous on 2008-11-19:
Ooof! I quit reading beyond the 'paying $492 for rent'. Dang, don't I wish.

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Key Bank Fraud
Posted by on
Rating: 1/51
I received a call on my cell phone. It was an automated message stating that my Key Bank debit card had been locked for security purposes. As I do not have a Key Bank debit card, I assumed it was a mistake. The automated voice instructed me to press “1” to have my card unlocked or “2” to disconnect. Wanting to speak with someone, I pressed “1”. I was then prompted to enter my 16 digit debit card number followed by the “#” sign. Believing this to be a scam, I hung up. When I called the number back, an automated voice said “no one is available to take your call” and hung up. I looked up the phone number on the internet and found that it is a number associated with a mortgage scam. As I do have a student loan with Key Bank, I feared that my information might be compromised. I called Key Bank and explained what had happened. The “customer service” representative requested my full Social Security number. I told him that I was calling to report a phone scam and asked what my social security number had to do with anything. He told me that he could not take my report unless I would provide him with my social security number. Frustrated, I asked to speak with a supervisor. After reaching a supervisor, I again explained what had happened. He asked me for my phone number. I gave him my phone number and he stated that I didn’t have a debit card with Key Bank. Again, I explained that I did not have a debit card with Key Bank, only a student loan, and that is how I knew it was a scam. At this point he pulls up my student loan account and asks me if I’d ever filed bankruptcy! I explained to this idiot that I had indeed filed bankruptcy following my divorce, but asked him what that possibly had to do with someone running a phone scam, pretending to be Key Bank. Then he asked me if I had spoken with their legal department regarding my bankruptcy.

Disgusted, I requested that he just transfer me over to the fraud department so that I could make a report. He did transfer me and after 15 minutes on hold, I hung up.
     
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jktshff1 on 2013-03-10:
Good review thanks
AlsoReceivedCall on 2013-06-16:
June 16, 2013 - I just received this exact call at 1:30AM. What Fraud Department anywhere is working in the middle of night? Thinking a call like this from KeyBank tipped me off that it has to be a scam. I also do not have a Debit MC there. I did not press 1, I just hung up. Please beware.
Judy on 2013-06-18:
We called KeyBank to let them know four of our family members got calls like the one described above. The customer service rep. told me that I could ask my phone company to block the number.

I'm wondering why KeyBank isn't bothering to warn their customers of this fraudulent activity? Many customers have phone apps. or we've given our email for monthly account updates.
Allen on 2013-11-21:
I did not receive my regular bill from Key for my 2nd mortgage loan which I had been getting for 12 years. I finally called after waiting 2 extra weeks to ask why and what my loan payment was for this month. They transferred me 4 times until I got a supervisor who said Key bank had changed their policy and anyone who had a bankruptcy in the past would not receive bills any more. (mine was in 2004 but Key had reinstated it because it was not a chapter 7.) I received bills since that time every month. suddenly a policy change with no warning or written explanation. Like they were hoping I would default so they could foreclose. Fraud.
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First Bank Experience with Key Bank=Back to the Credit Union
Posted by on
I am 18 years old. I opened my first checking account with Key Bank in July of 2010. It is October so it has been 3 months. In these 3 months I have never been so pissed. They charge me with overdraft fees every chance they get and hold MY checks as if it is theirs. When I withdraw money from my account it seems every time my check is on hold and they charge me with more over draft fees. I called customer service and explain to them multiple problems I have been having and he said he would call my back to take a hold off one of my recent checks. He called me back at work saying that I would be able to access my funds that day. I withdraw $300 and use my debit card at Walgreens. They still charged me $116 in over draft fees even when a representative from Key Bank told me it was alright to access my funds. I\'m paying my fees tomorrow and I am canceling my debit card. I am never putting my money anywhere near Key Bank again. I am going back to my credit union, wher
e I never had any problems. But I am not what so ever done with fighting Key Bank. I know other banks are doing it too. Please join my Facebook page \"Throw away the key\" to make notice of these unfair actions banks are doing to Americans
everyday.
     
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yoke on 2010-10-08:
It is common for banks to put hold on checks being deposited into new accounts, credit unions do it also. When you made the deposit the deposit slip would have told you when the funds would be available. If the check is on hold it means the funds are not available to use and if you use the funds and you overdraft your account you will be charged. After you withdrew $300 from your account what was your balance, was it less than your walgreen purchase? It sounds to me as if the OP had no idea how much was in the account and kept spending.
CrazyRedHead on 2010-10-08:
It's a shame that high schools don't teach there students how to balance a checking account. It would also be a good requirement that freshmen college students get the same class. High schools don't prepare students for the real world and the problems that comes with it. They should at least explain some of the consequences that can occur you don't know how to balance your life.
yoke on 2010-10-08:
crazy, my kids hs has a class called personal finance. My oldest took it JR year and my other son is taking it now. It is an awesome class. They learn not only how to balance a checkbook but how to file taxes, mortgages, financing, credit cards, etc. My oldest said it is the best class and the only one that he needs for the outside world, lol. The son taking it now loves it. This teacher also makes sure the kids get it. I wish this class was mandatory. Our school system wants it to be, but with budget cuts guess which one gets cut.
FlShopper on 2010-10-08:
I taught my kids how to handle a checking account; I taught them how to balance it, check it online, etc. I made sure they understood the perils of "floating", the fees that they might have to pay if they are irresponsible, and I taught them to make sure they write down each transaction in their register. They each handle their accounts responsibly.
Anonymous on 2010-10-08:
Yoke, that class should be a requirement for graduation - everywhere.
yoke on 2010-10-08:
andrea, agree. In my house I make sure the kids get signed up for the class. My daughter will also take it before she graduates. The class is one that fills up fast. It took both my boys 2 semesters on a waiting list to finally get it. The teacher also is wonderful. She makes sure the kids get it and all get A's.
Skye on 2010-10-08:

I was taught personal finance in HS, and the first thing we learned was how to balance a checkbook. Do they even teach this anymore in schools, because this is such an important thing to know.

OP, since you are cancelling your account with Key Bank, try a credit union next time, but make sure you read and understand everything they provide you with, regarding your account. Don't just sign away, and hope for the best. It will help you learn the ways they do their banking. Sorry you had problems with your first checking account.
Anonymous on 2010-10-08:
Funny, my credit union has never held a check, but I guess it's different for some banks. It sounds to me like no matter what you did, it was a loss-lose situation. I think you are wise to find a more compatible place for your money.
yoke on 2010-10-08:
sing, when the OP first opens up his account at a credit union they will hold checks. Once you have accounts for a while check holds aren't as long or there may not even be any hold. The OP is a risk at this point.
Anonymous on 2010-10-08:
yoke, our funds were never held from day one. I really didn't even know this was done any more. My daughter just opened up an account and deposited a check (from out of state) and there was no hold whatsoever--and that was last week. I am sure our credit union couldn't be the only one on earth like that.
yoke on 2010-10-08:
sing, your credit union is pretty good then. Our credit union will hold checks if it is a new account. This OP is a risk and that is why checks are being held. Who are these checks from and when are they deposited. If they are deposited after the cut off time the OP does not have access to the funds. If it was done via ATM the funds may not be available until the next day.
The op needs to read the papers he signed when he opened the account to find out when funds are available. Sounds like the op assumes that as soon as the check is deposited the funds are available.
Obsfucation on 2010-10-08:
My Dad always said that no one should be allowed to graduate from high school until they could prove that they could balance a checking account, and change a tire. I think it's still pretty valid.

OP, these problems will follow you to a credit union unless you sit down with someone and learn how a checking account works. Your fees may not be as high, but you'll get just as many of them.
CrazyRedHead on 2010-10-09:
There was no class like this offered in my high school and my oldest, who is in college now, didn't have any kind of personal finance class. Since she is on her own now, I had to sit her down and have her read some of the banking complaints and explained the basic problem with most of them. I also made sure she understood what happens when you can't balance and the cost and trouble that comes with it. I think she quite understands now, I hope. She has no checking account yet and I told her to come see me if she has any questions, but I'm not here to bail her out.

I have been with BOA for 20+ years and haven't had a problem that wasn't my own doing. The first 10 years all of the complaint on here about banks and overdraft fees sounded like me, it wasn't until the last 10 or so years that I learned about balancing and haven't had a problem yet. I'm actually kind of OCD about my checking register and keeping it straight. BOA doesn't hold any check, unless it is over $5,000.00, and as long as I keep sufficient funds in my account it doesn't matter how they order the transactions. I have no monthly fees or hidden fees due to DD. If my balance gets to low they cancel my Keep the change transfer. (Knock on wood)
Kcouth on 2010-10-10:
Thank you everyone for your feedback. Haha I did know nothing about balancing a checking account. however I think the lady that set me up should informed me . Every inexperienced person like me should get a beginners packet or brochure or something to prevent from getting screwed. I do not make enough money to learn this way. But the customer service rep told me to go ahead and access my funds because the hold was lifted. They had every call that I made to key bank recorded but not the one that was when he called telling me everything was okay. I have the exact time and date in my cell phones call history. That has nothing to do with my balancing skills.
CrazyRedHead on 2010-10-10:
I do agree that the teller shouldn't have told you the wrong thing. You are given a beginners packet when you open your account, everyone is. It contains the booklet that explains withdrawals and deposits and generally all of the policies and procedures of the bank. It explains how the banks work and all the fees and charges and how they work.
yoke on 2010-10-10:
When the hold was lifted how much was your balance? If it was under what you spent then it is not the tellers fault.
It is not the job of the person opening up the account for you to hold your hand and show you how to balance a checkbook.
ActionJack on 2013-01-07:
I AGREE with this Topic!!!! I've had nothing but "where can I legitimately steal this guys money" from banks (especially KEY Bank) and this was my last bank experience...... Hold On Credit Unions here I come!!!!! more to come on what my experiences with this knuckle-head company had in store for me....and it sure wasn't "Customer First".....Thanks for listening.....and this has nothing to do with math, but more like the opposite of someone going to rob a bank but Backwards......KEY SUCKS....Freekin' thieves (that oughtta be arrested!!!
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Poor Online Banking Service
Posted by on
Rating: 2/51
BURLINGTON, VERMONT -- I opened an account with Key bank about 6 months ago. I am used to paying my bills online, so I started online bill pay with Key. My former bank’s online bill pay was very fast and reliable. NOT so with Key Bank. In August, I sent out a credit card payment that was due in 2 weeks. It showed up LATE. Key bank had two weeks to get the payment out. I was charged a $25 late fee by my credit card company. I paid online again In September with no issues. October rolled around and the problem got worse. I sent out two payments that were due in 3 weeks. I sent them out around October 5th, and my credit card company had not posted the payments as received by the 22nd of October! I called Key Bank, waited a long time, only to find out that when they do an “online payment” they actually mail a paper check to the credit card company. BOTH payments were lost in the mail (or never sent?). Again, they did not get there on time and my credit card company charged me. Luckily, I got those fees reversed by telling them about how slow Key Bank is. If I had known that I would have written a check myself! Speaking of checks, they charge almost $50 for a book of checks if you don’t have free checking! I am not too happy with Key Bank, have changed my method of payment.
     
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Dukemom on 2012-11-02:
I'll admit that I've never used my banks online payment service but it seems to me, the best way to avoid being late is to go to your cc's site and pay directly. Works for me anyway.
trmn8r on 2012-11-03:
You have to understand each feature of your institution/account. What you describe sounds like "online bill pay", and it works the same at my checking bank. I've never used it - when I want to send a check I do it myself. I don't trust my bank, for reasons I can't explain, to put a check in the mail.

I pay my credit cards by "pulling" the payment from the credit card side. It is *flawless*. The best feature by far is I make the "payment date" the due date. Chase marks my bill paid on the due date, and takes the payment in 1 or 2 days.

I just looked and see Dukemom uses the same approach for CCs.
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Customer service
Posted by on
OLYMPIA, WASHINGTON -- Key bank charged my daughter account inactivity fees without our consent. We have this Key Bank checking account for over 3 years. My daughter uses this account to get cash for the minor expense. My daughter hardly took money out because she does not need to. There are no account inactivity fee until around April of 2009. The Key bank kept charging monthly us inactivity fees since April except last two months(because we have account activities)
They said they sent the disclosure statement for fee structures and monthly statements. We did not receive the statements or disclosure statement for fee change. Somehow the Key Bank mailing system screw up and they did not send us any communication or statement. Until today, we still not receive the statements.
So I went to Olympia, WA branch talked to my concerns around 12/27/09, the customer service manager told me nothing she could do about. I talked to her since she did not able to help me. I requested her branch manager. She said he is on vacation and will ask him to call me 1/12/10. I waited for his phone call. I did not get the call. So I went to the Olympia bank and she still intimidated me and went around not going to refund the inactivity fees.

My analysis and conclusion:
1.They are not interesting to learn why the customer did not receive the statement and correct. If I am a Key Bank employee, my take will be how to correct this problem(not getting statement) from the customer, so I can report it to the system office to correct. In the end Key Bank will solve future problems like this.
2. They are instructed not to refund any fees.
3. The customer service manager does not know every details. She gave me wrong information and kept explaining to me dormant fee which is totally different. I told her to pull the fee. the paper has no inactivity fees.
4. They don't follow up (manager never call me back as they promised).
5. Robbing money from the student account. I have no problem with charging fee. but you have to disclosure what you going to charge. Do not assume everyone will receive the letter. This is stealing or robbing without consent. I am not sure other banks also.
6. After I raised the issue, it seems like they want me to close the account.


I hope Key Bank CEO or customer service read this review.
I am very unhappy that they rob our money.
I am very sad that the reputable company will do such a thing and not care for the customers.
I don't have power to fight except to close the account.
     
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Anonymous on 2010-01-15:
Unless you have moved, they mailed a statement to the correct address. Odds are 99.9% that it was delivered. If it is returned to the bank they know that and flag the account. There is no way they can control what happens after they mail ir, nor can they make you open it and read it. On the slight chance that it didn't make it to you, no one noticed that your bank statement was missing? You have to be responsible about this, if you don't the account becomes dormant, and is then turned over to the state. That's the law, they have no options.
Fufu487 on 2010-01-16:
Your mailing probably DID go out in the mail, and didn't make it from point A to point B. We all know that mail can get lost. The bank does not need your consent to charge your daughters account. So what, you can say 'no, I don't consent to the charges'? if only the world was that easy...

The manager probably doesn't have the time to deal with a customer complaining about an inactivity charge. It's a standard charge all customers are getting now.
yoke on 2010-01-16:
How did you not realize that you were not getting banking statements?
If they had asked you you consent to take money from your inactive account would you have consented?
grandma005 on 2010-01-16:
Even Navy Federal Credit Union is going to start charge inactivity fees starting March 1. $5.00 a month.
so what on 2013-04-04:
So what if they mailed a letter. If I mail you a letter and rob your home does that it make OK if you never bothered to read the letter? No, they need to be clear up front about what charges and fees there are. I bet when person opened acct the bank person told them the only thing necessary was to keep acct above minimum.
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Stolen Key Bank Master Card
Posted by on
I have been a faithful customer with Key bank for over 20 years and have NEVER reported a stolen card. Wednesday my wallet was taken and I found out immediately when I went to purchase an item. I jumped into a cab and within 40 minutes I was home called Keybank and had my credit card closed. The representative from the Key Bank site said that the three items purchased after 9:30pm Nov 11 when the wallet was taken(over $1300) would be credited back to my account and I could see on line that they were. Three days later I notice on my account summary that those charges are back on my account and that the dates of their purchase were changed as well!! I received no notice from Key and had been feeling secure having talked with the representative and reading on line the "0 % liability clause on their web site for theft of cards once reported"
BEWARE this is NOT TRUE EVERYONE!!
I next spoke to a manager on the Keybank site who said that the funds were under dispute and it would take 10 days to know what the outcome was. I asked if I would have been told about this if I had not noticed on my online statement? I pointed out that no such procedure for theft of cards or disputes of theft(nor email addresses for such an agency) was articulated on the key website. He didn't seem to think that that was odd. He gave me the email address of the dispute center and told me to tell them the amounts and dates everything that they could easily see on my account summary. It never seemed like anyone would have ever contacted me! I would not have done any of this had I not called and talked at length to a Manager in charge. Long story short .. I had my card stolen, I learned that with Key Bank I have no rights nor is there any written procedures as to how to proceed beyond word of mouth. Key bank needs to become transparent with such policies and given my experience folks would wisely choose to ask these tough questions before they choose to bank with Key.
     
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moneybags on 2009-11-14:
Quit acting like a fool! Did you report the wallet stolen to the Police? Get a copy of the police report as you will have to send it to Key Bank's fraud department as well as fill out and sign an affidavit as to the theft BEFORE you get these charges wiped out. Remember that the stolen card charges may be held in "dispute" until the matter is resolved. Do what You're supposed to - Key Bank didn't loose or steal your wallet/card!
kenfar on 2009-11-15:
I did exactly as I was supposed to do even if I was not prompted by Key bank. I never was told of any procedure when I called and reported the theft. This is what I am responding to. Key bank does have a 0% liability clause on their website which does not even state that the above info is necessary. I would not be complaining if the money contested was kept in the pending activity section instead of deducted from my checking account.Do you understand my frustration?
Anonymous on 2009-11-15:
They may have a zero percent liability policy but you still need to follow the proper steps to be covered by that. You should have called them immediately instead of wasting 40 minutes until you got home. Thieves will always to try immediately use a stolen card before its reported as stolen. You need a police report.
kenfar on 2009-11-15:
I live in China not that easy.I had to get on Skype
Anonymous on 2009-11-15:
That does anwer my question, sorry.
bcd on 2009-11-15:
File the police report and wait the ten days.
kenfar on 2009-11-24:
the saga continues...I have just heard hat it really takes 3 months not ten days to know the outcome.
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Watch Out
Posted by on
If you have a Key Bank account and use online banking watch your account like a hawk. First problems with Key's online billpay service is the fact there is a huge delay when payments are actually sent. Even though Key claims they will send a payment, they actually wait 5 days before its sent but they take out the money the second you schedule the payment. So for 5 days your money sents in their accounts collecting interest, then they electronical send the payment. FRAUD FRAUD FRAUD. The most serious problem I have with them is they have been caught red handed back dating cleared items. It started back in April when they deliberately failed to credit a direct deposit, They claimed they never received it, when they were presented with actually direct deposit receipt, rather than researching the payment and giving up the nearly 27 overdrafts at 39 a pop, they decided to return the money to the sender. They actually claimed no such account, even though they had been accepting them every week for 3 years. Called the executive office and faxed them the info and representative confirmed fax was received and the representative said she would get right on this. Two weeks later now in May, noticed another new trick. Back dating posted items. I use online banking daily, so I was shocked to start seeing items which apparently posted on the 5th not actually show up as posted items until the 9th or the 10th. When you have two debit cards and do not always know what was spent by your wife online banking is a must to balance your check book. What was classic was on the 11th went to make sure direct deposit had cleared and poof 5 overdrafts. On Friday night, there was not pending activity, and a balance of $29.30. According to Key's records there had been 5 items charged on my wife's debit card for a totally of $39.25. Three of these charges showed posting on the 7th and 2 on the 8th. About noon I went the branch for a explanation. The branch manager told me that these payments were done which I was not going to dispute. I asked here point blank how accurate is the online side, she told me it was very accurate and is updated constantly. Fine with me, so I whipped out the printed account summary for the every day for the last week and said then explain how charges posted to the account on the 7th and 8th but did not reflect as posted items until today the 11th. Please explain why there are 4 overdrafts when actually only one of the charges overdrew the account, Please explain how you were charging overdrafts when the account was positive. Obviously it was a bank error she said. OK cool 4 overdrafts waived. On Wednesday I receive the overdraft notices in the mail. They do no match the ones directly printed from the website. Even the overdraft items are different. I ignored it because they had been refunded. June 1st rolls around. Everything is fine until the weekend, when a whole bunch of overdrafts show up, this time from the 1st. They claim that the posted items came in before the direct deposit. These items were are normal payments like mortgage, car payments etc which are all paid through their bill pay service. They claimed that these payments were scheduled before they received the direct deposit. I absolutely lost it with the agent. I told her this was BS and something wrong. I went online and filed a complaint with Comptroller of Currency on June 6th. On June 24th, I received a call from someone who claimed to be in their legal department. She politely told me that matter was no longer something that they would discuss, and if I called back about it they would terminate our accounts. I decided to change banks, but due to processing time of changing over direct deposit, the first direct deposit into the new account would be July 6th. OK done. So I pay all my bills has usually July 1st through Key. According the online statement, I have exactly $319 left in the account as of July 2th. I am going to transfer the money directly to the new account. Come Monday the 11th I write the last check from key and deposit it at the new bank. July 14th, get a notice from new bank saying my deposit was returned. Call key bank, I am politely told that the account was closed on July 1st. They tell me I have a check at the branch for 1487.25. I said that is not right, the available balance was 319 as of the July 11th. These dirty rotten scum eaters had stopped all payments in the billpay systen. On top of that I now have 5 returned check fees from the creditors plus a missing $197.68 from an debit card refund.
     
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Suusan B. on 2009-07-22:
Wow. No matter what any bank says, never rely on on-line banking. The key (no pun intended) to avoiding overdraft fees is to maintain an accurate paper check register. Wow again - - I just can't imagine spending over $1,200 on overdraft fees without figuring out a better system between you and your wife to maintain a sufficient balance.
yoke on 2009-07-22:
Why did you spend money before you knew the DD was in your account?

Even if the debits were backdated it should not matter. Either the money was in the account or not.
tnchuck100 on 2009-07-22:
This is about the worst treatment I have heard of by a bank toward a customer. Some of the issues could have probably been avoided by using a check register. But the deposit issues appear to be inept handling by the bank. Back dating cleared deposits can really cost you more money. This is a technique many banks are using to increase revenue.

You definitely did they right thing in dumping these bozos.
Soaring Consumer on 2009-07-22:
Even though a few errors were on the part of the OP, it seems that the bank did quite a few things to intentionally cause problems here, such as refusing the direct deposit for no reason to cause overdrafts, delaying the posting of the direct deposit to cause overdrafts, threatening to close his accounts if he contacted the Office of the Comptroller of the Currency again and refusing to resolve the issue, and canceling his automatic bill pay in retaliation for contacting the Office of the Comptroller of the Currency and refusing to return some of the money in the account.

OP you need to contact the Office of the Comptroller of the Currency again. What this bank did is unacceptable in any circumstance.
Principissa on 2009-07-22:
You'd best believe that I'd be on the phone again with the comptroller with names and dates and times regarding this. Threatening you and purposely messing up your account in retaliation is childish and unprofessional. Don't let them bully you, pick up that phone and get the ball rolling.
Anonymous on 2009-07-22:
You need to sit down with someone and ask them to explain to you how debit cards work, or better yet, cut them up and stick to checks and cash.
yoke on 2009-07-22:
Yes the bank made an error with the DD, BUT the OP also spent the money BEFORE the DD was there. Before the OP made the 27 transactions they should have checked to see if the DD was in the account, which they did not. I know I check on payday to see that the DD has posted before I make any transactions.
Anonymous on 2009-07-22:
Ugh... yet again... doesn't matter if you know you have a DD coming in; don't spend money that isn't there. Your bank account is not a credit card. You can't spend money that isn't there and expect not to get hit with fees. It doesn't work that way... it *never* works that way. Never ever rely on online banking to be your source to tell you what's in your bank account. If you know you've paid the bill, even if it's not showing up on your online statement, be rest assured if you spend money anyway, when that bill posts finally, you'll get fees.
You've got to make sure the money is in there first before spending.
PepperElf on 2009-07-22:
BearKatKitten - Too many people just don't realize that...

I read countless complaints about overdrafts and fees etc... all by people who refuse to acknowledge that they were spending money they didn't have.


I swear, it's as if people feel they're entitled to unlimited free cash from the bank, and that any bank that doesn't pony up is evil.
i_am_canadian on 2009-07-22:
Some people clearly don't understand that concept.
Anonymous on 2009-07-22:
PepperElf -- as many complaints of OD fees and what not, as I've read here... yes, many people don't understand that. They expect the banks to babysit them, whether it be to control their spending habits or other stupid problems that can be avoided by many ways.
And then I see... "go to credit unions...." Credit unions charge fees too if you spend money you don't have. Doesn't matter where you go... you're going to get fees. You could go to some hole in the wall, warehouse looking bank... and they charge OD fees.
CrazyRedHead on 2009-07-22:
It shouldn't matter when a transaction dates or backdates, if you were keeping a checking register it's gone when you write it down. It shouldn't matter in which order the transactions post if you have adequate funds in it in the first place. This is why I will not keep a joint account with my husband, I need to know, at all times, the going ons in my account. We both keep a accurate check register but we don't see each other very often to balance with each other on a daily basis.
BokiBean on 2009-07-22:
VH Principissa and chuck.
tnchuck100 on 2009-07-22:
Crazy, "It shouldn't matter when a transaction dates or backdates". That is true if there are NO overdrafts. But the backdating and/or reordering can turn ONE legitimate overdraft into MANY. That is the unfair concept many of you are simply too thick-headed to understand.
madconsumer on 2009-07-22:
so many best answers, and, SO MANY bad answers!!
Anonymous on 2009-07-22:
Yoke, anyone can make a mistake, and possibly the bank did,but I can tell you that 99.5% of the time, the mistake is made by the sender, not the bank. Basically what the bank receives is just a large file with an account number, a dollar amount, and the date to post it. The bank just applies the file. If the data in it is invalid, the transaction will kick out, and the bank returns it to the sender to be corrected.

Here's a case where credit unions have a clear advantage. Because they are smaller, and dealing with a more reasonable number of items, someone can sit and try to figure out where the deposit should have gone, and possibly correct it without having to send it back.
CrazyRedHead on 2009-07-23:
Tnchuck, if they were keeping an accurate check register in the first place and not spending more than they have then overdrafts wouldn't have happened. Also, you constantly bashing banks is getting old. I understand you had a bad time with them but not all of us are. Going to a CU is fine but if the person continues there bad habit of spending more than they have they are still going to be charged fees. Maybe not as fast as a bank but eventually there bad habits are going to catch up to them. Now don't go harping on the evils of banks, and maybe I'm just one of the lucky few, but I haven't had a lick of trouble from my bank that wasn't my own doing.
Eloise on 2009-07-23:
Best answer Crazy Redhead!
Nohandle on 2009-07-23:
Come on folks, let's not argue among ourselves. I have always kept a check register and can tell you to the penny what I have in an account. I've never had an overdraft but I've also never dealt with a bank or credit union that plays games with deposits or the order checks are honored and we keep hearing more and more of these stories. I'm almost to the point I feel many need to keep a nice, fat cushion in their accounts if they choose to continue doing business with some of these characters.
tnchuck100 on 2009-07-23:
Crazy, "I understand you had a bad time with them ...", you have no such understanding. I, personally, have never had banking issues. I am not living paycheck-to-paycheck as many of the families are that are being caught by these unscrupulous, greedy banking institutions. But I know people who have and I see and understand what these banks are doing to their customers.

What is getting old is you and many others who continue to condemn those who have become victimized by these unethical banking practices!
skelly39 on 2009-07-23:
tnchuck-I agree that bank charges are outlandish. BUT...these "victims" allow themselves to be victimized by spending more than they have. They know what the penalties will be, yet they continue, over and over again, to give the bank their money, then cry poor. I have said it a few times-I don't like banks. I don't like giving them my money. I do give them my money on occasion, but I know how much and why, as should anybody with a bank account. If you don't want to lose your money to the bank, don't make it easy for them!!! Don't spend what you don't have!!
CrazyRedHead on 2009-07-24:
I may not 'understand' what you went though TN but you sure haven't been shy in telling us all about your dislike for banks.
madconsumer on 2009-07-24:
so many more best answers!!
madconsumer on 2009-07-24:
atta girl crazyredhead!! best thread advise!!!!
BokiBean on 2009-07-24:
Crazy..correct me if I'm wrong, but we're HERE to comment. And that is what chuck is doing.

You may not like his comments, but he's certainly got a right to them, and no less a right than the people who always diss on the OP about overdrafting...
madconsumer on 2009-07-24:
pooki, remember this when chucky is doing the same thing to me or other bank supporters.
Anonymous on 2009-07-24:
Take one off the BA list mad
BokiBean on 2009-07-24:
In fact, now that we all know that chuck is coming from a perspective where he HASN'T had overdrafts and problems, his opinion is even more valuable.

And just to clear the air, I haven't had overdrafts either...I'm just able to see that this is a lucrative practice that SOME banks employ at the expense of their customers who are living hand to mouth. In other words, the ones who can least afford it.
madconsumer on 2009-07-24:
I have had zero nsf fees and or late payment fees, but my opnions don't count?
BokiBean on 2009-07-24:
Count in what way? You've already stated your opinion. If you agree with it, its BA!!! If you don't, you're being attacked. Its been noticed.

Anonymous on 2009-07-24:
I personally know nothing about chuck, and would never value an anonymous poster's opinion, much less their freaking word, as gospel.
That's the craziest crap I've ever heard.
DebtorBasher on 2009-07-24:
Chuckie is ALWAYS right...unless he disagrees with me.
BokiBean on 2009-07-24:
Chuck is good people! :D
DebtorBasher on 2009-07-24:
It's time for Princi to join me at the five star table...don't know WHAT she's waitin' on! I have her chair here, all dusted nicely and a ruffled seat pad and a little place-mat with her name on it...and at the Five Star table, she gets to use Grown Up Silverware! No more plastic forks and spoons and Styrofoam plates...no siree, not with five stars!
jktshff1 on 2009-07-24:
First, most of you on this site know my opinion about personal responsibility. What ya'll are not understanding 'bout TNchuck's posting on this subject is that many families are just downright broke, and don't have many options. I for one would and will do anything it took, short of something illegal, to put food on the table and a roof over my families head. These large companies are taking advantage of the situation at the consumer's expense.
Our gubment has spent billions of $$$ bailing out the fried businesses, 'scuse me spent mine and your's tax dollars on these failures.
Tried to get a loan lately??? They ain't doin it.
Yes, they are within their rights to add all the charges they can (that's business)but is it an ethical or moral thing in this current financial situation? He** no. Are business taking advantage of it?? He** yes
The businesses and people are the only things that are going to turn this around.
People in this country are going to remember the business that worked to help the customer get through it. The rest can visit the Devil for all I care. And yes, the American consumer does have a long memory.
sorry for the rant.
Anonymous on 2009-07-24:
After yesterday, I believe it's time for Basher to join Princi at the 4 star table. No need for a 5 star here. No sireee
BokiBean on 2009-07-24:
jkt ******************************
Anonymous on 2009-07-24:
What happened yesterday.?
Anonymous on 2009-07-24:
Jkt's comment:

"I for one would and will do anything it took, short of something illegal, to put food on the table and a roof over my families head. These large companies are taking advantage of the situation at the consumer's expense."
I am 100% in agreement.
Anonymous on 2009-07-24:
jktshff1, far as I'm concerned you can rant all day. I for one, appreciate what you have to say and it makes some of the best sense around here concerning these banking complaints.
same goes for what bokibean and tnchuck post on these complaints.
it aint about whether or not one spends more than they got. bottom line is, we wouldn't be seeing no lawsuits if these banks weren't being unethical.
BokiBean on 2009-07-24:
KJ, thanks a ton! I mean, what's the point if everybody agrees with the banks and slaps the posters areound for being "stupid" and "immature". No point!

If people want a place where everyone agrees..try the Moonies! And avoid the koolaid!

There are two sides to EVERY story. And I voted your comment helpful..it was.
tnchuck100 on 2009-07-24:
Congratulations to BokiBean, KingJames, jktshff1, MissMarple, DebtorBasher, PaleRider. The few. The proud. This elite group truly understands how the banks are screwing their clientele.
jktshff1 on 2009-07-24:
Well just be sure to do a helpful.....I'm wondering where my 4th star is. LOL!!!
BokiBean on 2009-07-24:
You're overdue a star just based on my votes alone! Something's fishy in Denmark... :D
DebtorBasher on 2009-07-24:
After working for Chase....well, y'all know THAT story!
Thanks Chuckie!
madconsumer on 2009-07-24:
"This elite group ...."
PepperElf on 2009-07-25:
Families that are broke... have even a bigger reason to be responsible for their money then.

It costs *nothing* to maintain a balance-book detailing what you have and what you spend.

But still many people who should be doing this are refusing to do so
madconsumer on 2009-07-25:
best answer pepperelf!

walmart will cash most employeer checks for a small fee.
CrazyRedHead on 2009-07-25:
I'm not upset at TnChuck, or anyone else for there comments and opinions. Whether I disagree with them or not everyone is allowed their own opinion. My last comment was meant to be said with a little humor, a chuckle and a wink. I was one of these bad bank clientele people at one time but I did learn from my mistakes, and hopefully other people will also.
skelly39 on 2009-07-27:
jktshff1-You have an excellent point. But again, the problem lies with the people that act like these charges came out of the blue and they knew nothing about it and that they are unsuspecting victims. OK, so if you can't avoid bank fees and have to overdraw your account to make ends meet, which happens to me quite frequently, find ways to minimize the damage, and don't complain that you don't know what's going to happen!! That's the problem with most of these posts-not that the OP is just venting on how expensive banks are, but how they had no earthly idea how that happened. So, to this and all future posters on the subject, of which there will be many: know your bank procedures, learn to minimize the damage by trying to stick with cash or checks, expect to be charged, don't act shocked when you get charged, and go punch your pillow.
Anonymous on 2009-07-27:
Well said, Skelly
skelly39 on 2009-07-27:
Thanks, Ken. Now I have to go punch my pillow.
jktshff1 on 2009-07-27:
good points skelly
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Customer Service - Account Closing
Posted by on
FORT DRUM, NEW YORK -- OK, approx Dec 16th I reported my debit card stolen to Key Bank. So far no problem, they sounded like it would take a while, but that I would get my money back. Now, when my debit card was stolen, I was wiped clean, and had to go through a very stressful and LONG process to apply for what they call "provisional credit" just so that I would have money for the Christmas holidays. By the time I finally got the credit, which was the 22nd or 23rd, it was late, but It was a load lifted of my shoulders. Now, all I needed was my debit card, so I called and inquired as to a tracking number or something to see if it was possible to get to me before Christmas. I finally asked them where they sent the debit card. This part really frustrates me, when I filed the complaint I requested the new debit card be sent to a specific TX address, I have told them this literally via phone, in person at the branch, and email, all of which were acknowledged and no problem. OK back to the story, so they of course sent it to my NY address that I would not be at for Christmas leave, so I call and complain, they actually do the right thing and rush me a new card with next day service.

So here is where everything gets worse, I get my card right before Christmas, and I activate my account, and I really thought this ordeal was just about over. Oh no it has just started. I proceed to an ATM to make a withdrawal, DENIED, then I call up the bank and ask them if there was a block, they said yes because I was in TX not NY. I don't understand why they did that b/c they SENT IT TO TX not NY. Perhaps this is an automatic thing, but no big deal. So they call the branch to remove the block and I was told by Jenna at fort Drum, that the block would be removed later that day. Again frustrating but no problem, So I go out with my friends around 8 pm and again go to the ATM, DENIED. The bank is now closed until after Christmas.

So they have successfully ruined my Christmas. When I was finally able to get a hold of them today, I was shocked. I was told that they could not unlock the account because of the fraud on the card, and nothing could change that, no amount of identification, nothing only me coming in to the branch, and Jenna had no remorse for my ruined Christmas. I asked if they were going to call me and tell me this, and she said she was going to, my only question is when it had been about 4 days since she said my account would be unblocked.

So I give it one last ditch effort and call and complain to her again, a little more desperately now because I have to buy a plane ticket home, she said she will talk to her security adviser and call me back at the end of the day, now they close at 500, I hadn't received a call yet and it was 450 pm. I call back and speak to Jenna who calmly as possible now says that she spoke to the representative at noon (still never called me back like she promised) and they came to the outrageous decision TO CLOSE MY ACCOUNT!!!!!!!!!!!!

I am absolutely stunned, I was told I have 10 days to retrieve my funds, normally I would be upset and want to find out why, because this is just extreme, but I am so angry and fed up with the bank I was going to close my account with them anyway. And of course I cannot close it until I go into the branch when I get back from leave, the first time I would have been able to touch my funds in about a month.

Key Bank,

From the bottom of my heart I sincerely thank you for absolutely ruining my Christmas holiday and proving to me that it meant absolutely nothing to you, It was obviously so routine for you guys to screw the little man, that you just blew me off.

FrustratedInDrum
     
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User Replies:

Anonymous on 2008-12-29:
Can't you just write a check for the balance and open a new account?
FrustratedInDrum on 2008-12-29:
Unfortunately I can't, as my entire account is locked now, not just my debit card
Anonymous on 2008-12-29:
Assuming that there is no fraudulent activity on your account, and that anything you deposited has cleared, they cannot legally hold on to your money. Call them and request that a bank check for the balance of your account be cut and mailed immediately. If they do not comply, call the Office of the Comptroller of the Currency (federal regulators) at 800-613-6743 and they will assist you in filing a complaint against the bank. Banks hate having to deal with them, so you generally get immediate results. Good luck.
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