Consumer complaint received 2015-09-02
Company: KEYCORP
State: WA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
Keybank contacted me by phone and informed me and informed me that I had, " missed a payment a year ago and that I needed to pay that payment from one year ago and also that they had been charging me overdraft fees for that missed payment each month for the last year. '' I explained that as I had no knowledge of this missed payment and that the overdraft fees that they had continued taking out without my knowledge would more than sufficiently cover the amount of the payment that if they reversed all overdraft fees charged to my account during the last year regarding my auto payment I would be more than happy the pay the payment I had supposably missed a year ago. They agreed and said, " we are so sorry for the hassle. All of you 're other auto payment have been on time so we will reverse all of those late fees. We will be sending you some paperwork. '' I was relieved that they had handled the situation so effectively. A few days later I recieved another phone call from the same Keybank corporation telling me the complete opposite of what they had just told me. They stated, " you have a late payment from a year ago that needs to be paid or we are going to continue charging you late fees indefinitely. '' I told him of the previous conversation that I had had and what Keybank had promised to do the first time I talked to them. The Keybank employee then told me, " I 'm sorry but we do not have any power to reverse late fees. You will have to contact you 're local Keybank branch because they are the only ones with the power to reverse late fees. '' So I called my local Keybank immediately and explained the situation to them. They told me the opposite of what the Keybank corporation had just told me. My local branch said, " we have no power to reverse late fees. Only the Keybank corporation has that power. You will have to contact them. '' I informed her that I had just gotten off of the phone with them and that they had told me the exact opposite. My local Keybank told me again to contact the Keybank corporation. So I immediately called the corporation back yet again and explained to them what had just occurred. They again told me the same story, " we have no power to reverse the late fees you have to contact you 're local branch. '' I contacted my local branch again and told them what had happened. They both continued directing me back to each other and refused to help me in any way or to even get their stories straight. Now I have been receiving phone calls from the corporation just about every day since telling me I need to pay the missed payment from one year ago that I was unaware of until just now. I continue trying to reason with them but it is unfortunately impossible it seems. Each time I call my local branch and ask to speak to the manager she is supposably, " busy. '' After doing some research I decided to contact you as Keybank either avoids me or does not give me a straight answer and I need this issue resolved as it is getting out of hand. Thank you.

Company response to consumer: Closed with monetary relief