Consumer complaint received 2021-06-04
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Fee problem
Company: KEYCORP (PA)

I've have had a commercial loan account with KeyBank since XXXX. The user interface for KeyBank 's website was very confusing. I would initiate a transfer from my external account into my KeyBank account, check my KeyBank account a couple days later, and it would show in bright green words that a deposit was made. There was no mention of the word " Pending '' or any other words, symbols, or indicators that would imply that there was a transfer of funds pending, but not yet finalized. However, the fact of the matter, is that the funds were NOT deposited, and were in fact in a pending stage. Believing everything to be in good standing, I turned my attention away from the account. This is when the FIRST major issue with KeyBank occurred in the year XXXX. That incident took a lot of time and phone calls to resolve, but the then XXXX at the KeyBank XXXX Indiana branch was able to get everything straightened-out and offered an apology for the lack of transparency. 
In XX/XX/XXXX, a similar incident occurred. In this incident, I took partial responsibility because I should have remembered that KeyBanks online user interface is deceptive. A fee of {$25.00} was placed on my account for late-payment. This is where another fundamental issue happens and the reason why I am making this claim. After speaking with a KeyBank representative at the XXXX Indiana branch about the {$25.00} late-fee placed on my account, said representative stated something along the lines of : " Mr. XXXX I see that you have been a long-time member with KeyBank, so I'm going to waive this {$25.00} fee for you. '' I responded by saying thank you and concluded the call. Once again I took my attention way from the account and made my regular payment each month, however it turned out that the {$25.00} fee was NEVER removed from my account. On XX/XX/XXXX I called the KeyBank XXXX branch and spoke with a representative named XXXX. I explained to him the situation, and how I was told by a representative ( who I now believe was XXXX, himself ) that the {$25.00} fee would me removed. XXXX told me that he was the only person on site, with the authority to make such claims. I told XXXX that I would send him the call-recording of the conversation in question. XXXX provided me with an email address to send the call-recording to. After reviewing my records for the call recording, I could not locate it. I called the branch, back to speak with XXXX, and explained that whether I found the call-recording or not, I should not have to make a case to KeyBank why they should honor their promises. I explained to him that as a financial institution that I invest in, I should be able to have a level of trust in their word. XXXX said that he would see what he could do. In a later call, XXXX confirmed that the {$25.00} fee would not be removed from my account. After-which, I removed all funds that I have in my KeyBank account, and promised that I would not be giving any of my money to KeyBank until they met their obligation. Some time later, I checked my account via the KeyBank website ( which is VERY information lacking to begin with ) and saw that the {$25.00} fee was no longer visible on my account. On XX/XX/XXXX, XXXX In a recorded-call, a representative by the name of XXXX told me that he didn't see a {$25.00} fee on my account. Today, XX/XX/XXXX, XXXX I called KeyBank XXXX Branch and spoke to XXXX, who confirmed that the {$25.00} charge was actually still on my account. I thanked him, ended the call, and went to the FTC website to make a claim/complaint. I was directed to the Consumer Finance Government website, where I am submitting my claim/complaint.

*In XXXX I switched to a new phone, and my previous call-records were not backed-up. But I still have all records from then after.