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KeyBankExecutive Offices 127 Public SquareCleveland, OH 44144January 5, 2017Revdex.com Attn: [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408RE:                   [redacted]...

[redacted]Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by [redacted].  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On December 30, 2016, KeyBank delivered our resolution to [redacted]’s concerns verbally. Our review found [redacted]’s Bill Pay items cited in her complaint were rejected due to having provided inaccurate Payee information. We have since recommended that she set up her Payee information manually. Additionally, as a gesture of goodwill, KeyBank is sending [redacted] a $50.00 Key Possibilities Card, which can be used anywhere MasterCard® is accepted. Please note that KeyBank does not provide tax advice.  We advise clients to consult their personal tax adviser should they have questions on how this Key Possibilities Card may be reported for tax purposes. We appreciate the opportunity to respond to [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.  Sincerely, Jewel J[redacted] Jewel J[redacted]Executive Client RelationsOffice of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
PS Although I accept the response regarding receiving the statements, part of their response is not true. They didn't just become aware of my bankruptcy as I received a letter from them in 2013 regarding my bankruptcy. I don't understand their statement that they couldn't try to collect because of my bankruptcy because they were not a part of it.

KeyBankExecutive Offices127 Public SquareCleveland, OH 44144 October 20, 2016 Revdex.comAttn: Ms. [redacted]2800 Euclid Avenue, 4th FloorCleveland, 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.Baker. We understand the importance of our client’s financial wellness. Please be assured that KeyBankis committed to providing excellent service. On September 30, 2016, October 12, 2016 and again on October 20, 2016,KeyBank responded to Ms. [redacted]’s concerns in writing.Our review found that due to privacy we are not able to discuss her father’s account with her andtherefore, we consider this matter closed.We appreciate the opportunity to respond to Ms. [redacted]’s’ concerns with quality and integrity. Thank youfor your consideration in this matter. Sincerely, Jewel J[redacted] Jewel J[redacted]Executive Client RelationsOffice of the President

Please see attachments.

[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]

KeyBankExecutive Offices [redacted]Cleveland, OH 44144  January 23, 2018  Revdex.com Attn: Mr. [redacted] Cleveland, OH 44115-2408  RE: ...

                 Mr. [redacted]Revdex.com Case No. [redacted] Dear Mr. T[redacted] KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted]  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On January 23, 2018, KeyBank responded to Mr. [redacted] concerns in writing.   Please be advised, in order for KeyBank to provide any additional information to the Revdex.com, KeyBank would need for you to provide us with the Release Authorization Form.  We appreciate the opportunity to respond to Mr.[redacted] concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely,  Jewel J[redacted]Executive Client Relations Office of the President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I spoke only Yesterday with Executive client services ( Jewell ) and not on the 27'th as written. At this point, they claim that this is resolved, and though I haven't yet recieved documentation other than the phone call to back this up, I can only assume this is the case.  I did recieve a letter on behalf of KEY bank to present in case I needed to apply for a loan stating Bank error was applied against my CREDIT , and it was explained that I could show this to the loan provider. Still inconvenient.  All in all this process was an extremely botched mess taking over 5 months to complete with the worst customer service I have ever in 45 years come to deal with. Repeated calls from collections during my work hours, No help from said collections when I called back repeatedly to explain my situation to them, Denial of prior discussions in the notes when speaking with a different collector, letters and calls of collection that went as far as to ask my Physical address and if the vehicle was present there, suggesting a possible re-posession, and other frustrations stemming from my 20 calls ( At Least ) to them expecting a resolution. Keeping in mind that I had Never missed or been late with payment on this loan ( or any others ), phone statements from Key bank itself telling me what a Mess the transition of the [redacted] loans to them was, the SEVERAL complaints on the Revdex.com website stating this in plain view for them to read, and their awareness that this was an issue, yet no one was willing to resolve this until I called the Highest possible entitiy that a client could call. To say I am unsatisfied with Key banks handling of this would be a gross understatement, and it has permanently affected my future plans to deal with them or reccomend to others, should that opportunity ever arise.  My father managed 2 KEY bank locations when I was growing up, and I actually lived in the building above the business. He would not have allowed this treatment of ANY consumer, and it's a poor showing on Key Bank's behalf to see that this is the new business model.  In closing, I am Dissapointed in the handling of this overall, but Accept that Key bank has finally taken steps to correct the initial complaint. 
Regards,
Scott [redacted]

[redacted] <[redacted]@gmail.com>8:36 PM to me Hi! In regards to complaint ID #[redacted], the matter has been resolved. I received a call from Kay Bank & they agreed to refund my money.Thank you for your time & assistance,[redacted]

[redacted]September 12, 2017Mr. Levi [redacted]Dear Mr. [redacted]:Thank you for taking the time to contact the Executive Offices of KeyBank National Association (“KeyBank”).  Your feedback is important to us and your concerns have been reviewed.I have consulted with colleagues here about your situation.Please be assured that KeyBank is committed to providing excellent service and your concerns regarding your experience have been addressed internally.Our records reflect that the late fee that was assessed on July 3, 2017 was not a result of a bank error; however, as a courtesy KeyBank waived the $14.00 late fee on September 1, 2017.In reviewing this matter it was determined the late fee was assessed as a result of the June 27, 2017 due date not being satisfied on time. The June 2017 payment was satisfied in full on July 14, 2017 and applied as follows: $0.30 interest and $13.75 in fees. This caused a late fee to be incurred in the amount of $14.00. The August 2017 statement reflects the late charge assessed as it was assessed to the account on July 3, 2017, the start of the statement cycle. The fee has been waived and the reimbursement will be reflected on your statement generated September 2, 2017.Our records reflect account ending in 0622 is paid current and the next payment is due September 27, 2017 in the amount of $50.00.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 1-800-539-2968 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) if you have any questions or additional concerns. We will be glad to assist you.Sincerely,Elizabeth [redacted]Department Manager, Operations

[redacted]August 3, 2017Revdex.comAttn: Mr. Lou [redacted]2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408RE: [redacted] LeviRevdex.com Case No. [redacted]Dear Mr. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with...

your office by Ms. Levi [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On July 26, 2017, KeyBank responded to Ms. [redacted]’s concerns in writing and requested that she contact our office. 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,Betty [redacted]Betty [redacted]Executive Client RelationsOffice of the President

(The following was copy/paste by Revdex.com staff - [redacted]August 17, 2017Mr. [redacted]RE: Key Express Checking Account No. Ending in [redacted] (the “Account”)Dear Mr. [redacted]:Thank you for taking the time to contact the Revdex.com regarding the...

concerns about the banking service provided to you by KeyBank National Association ("KeyBank").Our team has reviewed your concerns regarding a promotional offer you enrolled in at account opening.  We regret any inconvenience or frustration that you may have experienced since your concerns arose.The criteria for qualifying for the EVAS0217 promotion are detailed in the KeyBank’s marketing materials promoting the offer. Banking is a highly regulated industry and KeyBank’s marketing strictly adheres to these regulations. As stated in KeyBank’s advertising literature promoting the offer (copy enclosed), inorder to receive the promotion reward, the following must be met: * Open a qualifying checking account by March 24, 2017 and, within 60 days of Account opening: * Make one (1) direct deposit, in the amount of $500.00 or more * Accounts overdrawn at time of fulfillment are not eligible for the giftOur review found that the Account was established on March 23, 2017; however, the Account did not meet the direct deposit requirements. The Account did not qualify for the EVAS0217 premium. Our review found no bank error. We regret that we are unable to honor your request for fulfilment of the premium reward.Please feel free to contact me at ([redacted] if you have any questions or additional concerns. I will be glad to assist you.Regards,Ethel S[redacted]Market Operations LeaderCC: Jeanette P[redacted], Executive Client Relations, Office of the President

KeyBank Executive Offices 127 Public Square Cleveland, OH 44144     July 6, 2017     Revdex.com Attn: [redacted]  2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408     RE:                        [redacted] Revdex.com Case No. [redacted]
* Dear Mr. [redacted]:   KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by Mr. [redacted].  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On June 23, 2017, KeyBank delivered our resolution to Mr. [redacted]’s concerns verbally.   Please know that, pursuant to the Personal Checking Account Fees and Disclosures, which are given to all clients at account opening, the Account in question needs to have deposits totaling $500.00 or more during a monthly statement cycle or eight (8) transactions or more during a monthly statement cycle in order to avoid incurring a $7.00 monthly Maintenance Service Charge.  Deposits include ACH transfers including wire transfers to the account, ATM deposits, branch deposits, and direct deposits.  Examples of transactions include a deposit, a withdrawal, a check clearing, an online bill payment, an internal or external transfer, an ACH, a Debit Card or ATM transaction.   Our review determined that the monthly Maintenance Service Charges assessed to Mr. [redacted]’s Account were in accordance with the Disclosures, as the minimum transaction requirements were not met during the monthly statement cycles in which the charges were assessed.  Our review found no bank error. However, as a gesture of goodwill, KeyBank has refunded a total of $21.00 in monthly Maintenance Service Charges to the Account since June 15, 2017.   We appreciate the opportunity to respond to Mr. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter.   Sincerely,   Jeanette P[redacted]   Jeanette P[redacted] Executive Client Relations Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

KeyBank Executive Offices 127 Public Square Cleveland, OH 44144     February 14, 2017     Revdex.com Attn: Ms. Aisha [redacted] 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408     RE: ...

                 Ms. Jeana [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. Jeana [redacted].  We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On February 7, 2017, KeyBank responded to Ms. [redacted]’s concerns in writing.   Our review found that on January 12, 2017, Ms. [redacted] paid-off and closed her Home Equity Line of Credit (the “HELOC”). However, due to an internal processing error, her normally scheduled automatic payment to the HELOC was twice presented to her checking account against insufficient funds.  This resulted in the checking account being overdrawn by a total of (-$92.49), as there was an available balance of $4.01 in the checking account prior to the attempted deductions. Please be assured that upon discovery of this error, KeyBank immediately took corrective action and, on February 2, 2017, an Official Bank Check, in the amount of $4.01, was mailed to Ms. [redacted].  On February 6, 2017, pursuant Ms. [redacted]’s request, the checking account was closed with a zero balance and no amount owed to KeyBank.   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 [redacted] Jewel [redacted] Executive Client Relations Office of the President

[redacted]to me KeyBankExecutive Offices127 Public SquareCleveland, OH 44144February 13, 2017Revdex.comAttn: Ms. Nichole [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408RE: Rochelle [redacted]Revdex.com Case No. [redacted]Dear...

Ms. [redacted]:KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office and the Consumer Financial Protection Bureau (the “CFPB”) by Ms. Rochelle [redacted]. We understand the importance of our client’s financial wellness. Please be assured that KeyBank is committed to providing excellent service. On February 13, 2017, KeyBank responded to the CFPB and Ms. [redacted] regarding her concerns in writing. Attached for your review is a copy of our response. Please be advised that KeyBank’s position remains the same.We appreciate the opportunity to respond to Ms. [redacted]s concerns with quality and integrity. Thank you for your consideration in this matter.Sincerely,Richard [redacted]Executive Client RelationsOffice of the President[redacted] [redacted] [redacted]KeyBank N.A.31000 Lakeshore Boulevard Willowick, OH 44094February 13, 2017Ms. Rochelle [redacted]Re: Johnson, [redacted]Cleveland, OHCFPB Case No. [redacted]Key Business Saver Account No. Ending in [redacted] (the "Account")Dear Ms. [redacted]:We received the complaint that you filed through the Consumer Financial Protection Bureau in regards to your questions and concerns about the banking service KeyBank National Association ("KeyBank") provides.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. Speaking for KeyBank, 1 sincerely regret that our service did not meet your needs. We have addressed the situation with all appropriate personnel.1 have reviewed your concerns and would like to offer the following:Pursuant to Part H; Section 7 of KeyBank's Deposit Account Agreement and Funds Availability Policy (copy enclosed):7. Special Rules for New Accounts. ifyou are a new customer, the following special rules may apply, at our discretion, during the first 30 days your account is open instead of the rules described above.Funds from electronic direct deposits to your account will be available on the business day that the fiords are due to you. Funds from deposits of cash, wire transfers, and the first 55,000 of a day's total deposits of cashier's, certified, teller's, traveler's, and federal, state and local government checks will be available on the first business day after the day of your deposit if the deposit meets certain conditions. For example, the checks must be payable to you (and you may have to use a special deposit slip). The excess over 55.000 will be available no later than the ninth business day after the day of your deposit. If your deposit of these checks (other than a U.S. Treasury check) is not made in person to one of our employees, the first 55,000 will not be available until the second business day after the day of your deposit.Funds held from all other check deposits will be available on the ninth business day after the day of your deposit.Please know this complaint was reviewed with the Southgate branch and it was confirmed that you were told incorrect information regarding the time frame in which KeyBank considers an account as new. We apologize for any confusion this may have caused.[Ms. Rochelle [redacted] February 13, 2017 Page 2]Our records show the Account was closed on February 2, 2017. Additionally, our records show a $25.00 Early Closure Penalty was assessed on February 2, 2017. Pursuant to KeyBank's Small Business Savings Account Fees and Disclosures (the "Disclosures'; copy enclosed), a $25.00 charge will be assessed if an account is closed within 180 days after opening. Our review determined the $25.00 Early Closure Penalty was assessed in accordance with the Disclosures. However, KeyBank has mailed an official bank check in the amount of $25.00 in a separate mailing to the address on file as reimbursement of this charge. Thank you for allowing us the opportunity to respond to your concerns. Please feel free to contact me at 1-800-539-1539 (TTY/TDD 1-800-539-8336 for our hearing impaired clients) if you have any questions or additional concerns. I will be glad to assist you Sincerely, Colleen [redacted] Operations Leader KeyBank N.A. Enclosures cc: Consumer Financial Protection Bureau Richard [redacted], Executive Client Relations, KeyBank

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have attached a screen shot from my bank account after they "updated" the system and a running balance is shown.  It was explained that the withdrawl for $1465.00 started the massive amounts of late fees being applied, in the screen shot you can see that after $1465.00 was deducted there was an available balance of $34.17, and the an overdraft fee was applied for $38.50 on September 5, 2017 causing the balance to then go to $-4.33.  The only reason the balance went negative was because fees were applied before the balance was negative.  I do not feel this is right or a good business practice.  Not only was 12 overdraft fees in total applied to my account for a total of $462.00, this bank is not willing to even compromise on this issue as overdraft fees where the only reason the account went negative.  I find that for a bank to charge $462.00 in overdraft fees for a period of 9 days is absurdly outragous and unfair.  The running balance of the account had money in it to not only cover the charges but the majority of all the overdraft fees only going negative after 9 charges were applied.  The explanation given to me is to not rely on my transaction balance because on the banks end everything is not applied but as I look at my account every day I see charges on the account as they happen and am always aware of any transaction from check or ACH that I have authorize.  I had a balance and a direct deposit in the account when all the overdraft fees started to apply, again deposits into the account did cover most of the fees that were applied.  If the account was negative and the overdraft fees were correct, the negative balance would have been well over the fees of $462.00 and then all charges made in that time.  The account only showed a negative balance after 9 fees applied and the negative balance was only around $-64.00.  I am completely unsatisfied and disappointed in a bank as big as Key Bank not valuing a customer and so grossly taking advantage of the situation with policies and proceedures that cover the bank legally but does not  cover a consumer.  To have a bank account and keep track off all transaction and deposits and then be told by the bank that what I see in my account activity is not what I can rely on makes me extremely uncomfortable having every dollar to may name with this bank.  I would appricate a resolution on this matter, even a compromise to the large amount of money I am being told I have lost and will not get back.  Again I don't think the charges are correct and I do not think even in a correct situation the amount of $462 in a 9 day period is fair or good banking. Regards,
[redacted]

March 30, 2016 Revdex.com Attn: [redacted]2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE:       [redacted]Revdex.com Case No. [redacted] Dear [redacted]: KeyBank National Association (“KeyBank”) is in receipt of a rebuttal filed with your office by [redacted] on March 22, 2016.  On March 30, 2016, KeyBank responded to Ms. [redacted]’s concerns in writing.   Please be advised that KeyBank is not requesting that Ms. [redacted] provide proof of her address.  In order to reopen the investigation into her ID Theft Claim, KeyBank requested exemplar signatures from the 2007 timeframe and a police report detailing the specifics regarding her claim and who her allegation is against.  KeyBank has responded to the consumer’s claims in several responses.  A copy of the loan agreement was previously provided and will be sent to the consumer again per her additional request.  Please be advised that the phone number for KeyBank’s Executive Offices is (800) 625-3256. Please be advised that our review found no new information has been provided by the consumer to substantiate her claim of fraud as she has not provided the requested documentation as instructed in KeyBank’s previous response letters. Therefore, KeyBank’s position regarding the consumer’s claim remains the same; the consumer remains liable for the loan referenced in her complaint.   The consumer’s cooperation in providing the information we have requested is essential for resolving her claims.  Should the consumer desire to further pursue her claim, KeyBank will reopen the investigation upon receipt of the requested documentation.   We appreciate the opportunity to respond to Ms. [redacted]’s concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Rhonda S[redacted]Risk/QC Analyst, Key Education Resources

[redacted]
[redacted]April 16, 2018 Revdex.com [redacted]
[redacted]
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RE: [redacted]
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[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 April 12, 2017, KeyBank delivered our resolution to [redacted] concerns verbally. Our review found as [redacted] is not an owner of the Safety Deposit Box, we are unable to accept the key to the box without the proper legal documentation. Please be assured that Key has strict standards and procedures designed to prevent unauthorized access to information. We apply these standards and procedures to our facilities and online services. We train our employees on the importance of confidentiality and the proper way to handle information. Only those employees with a business reason to access information are authorized to do so. If employees do not follow our standards and procedures, we take appropriate disciplinary action. We appreciate the opportunity to respond to [redacted] concerns with quality and integrity. Thank you for your consideration in this matter. Sincerely, Jennifer [redacted]
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