Consumer complaint received 2021-01-26
Company: KEYCORP
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
This complaint is against : KeyBank / Key Corp XXXX XXXX XXXX, XXXX, OH XXXX www.key.com Respected CFPB Officer, I want to file a complaint against Key Bank for discrimination, retaliation, unlawful delay in closing account, unethical and excessive fees. In addition I want to file report that Key Bank is potentially violating the State of CT Governor 's moratorium and federal guidelines on fees during the Coronavirus pandemic. 

Details and timeline Personal bankers from XXXX XXXX XXXX  came to my home in XXXX and took signatures to open at least 3 different accounts under explicit promise of No fees whatsoever for the life of accounts and one of them is a Commercial Line of Credit account. 

XXXX XXXX XXXX  was acquired by Key bank and now it became Key Bank sometime in XXXX. 

In XXXX of XXXX, I received fees of {$150.00} for the first time on this commercial line of credit account. 

I immediately contacted my Key Bank banker XXXX XXXX to waive these fees as it was a breach of promise and closed the commercial line of credit account immediately. Attached here my written email request as evidence. Mr. XXXX responded that he will update me but I never heard from him again until today. 

On XX/XX/XXXX, I called customer service to close this commercial line of credit account and waiver of {$150.00} fees which the customer service associate sent me form for ( attached here as evidence XXXX and mentioned to write in form requesting waiver in closure form and fax it. 

On XX/XX/XXXX, I was charged another {$150.00} fees. 

On XX/XX/XXXX, I filled out the form and FAXED as requested by the customer service associate, attached here original faxed form and successful fax transmission receipt. 

On XX/XX/XXXX, I was charged additional {$300.00} fees with the future date of XX/XX/XXXX!!! This is the first time I saw in my life future dated fees and clear retaliation to not close my account. 

On XX/XX/XXXX, I followed up again with customer service and gave reference number XXXX after talking to customer service associate Ms. XXXX XXXX and gave 3 business days to close this account. 

Today on XX/XX/XXXX, I saw an account not closed yet so I called customer service with a given reference number who said it will take another 2 business days. Also the customer service associate gave me personal banker XXXX XXXX 's phone number. I called XXXX XXXX who informed me he is no longer part of retail and works in merchant services so can not help me and gave me XXXX XXXX 's branch name and branch number. XXXX gave me information on XXXX XXXX who is copied here. 

I have spent at least 8 hours on chasing Key Bank to close my account which was never used. 

Please note I have not used a single dollar from this commercial line of credit in all these years. 

I hope that this complaint will raise awareness with the government and regulators which will result in overall betterment and stop unlawful and unethical practises. Please feel free to contact me if I can provide additional details or information. 

Sincerely,

Company response to consumer: Closed with monetary relief