Consumer complaint received 2025-05-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: KEYCORP
State: FL

Complaint narrative:
My brother, XXXX XXXX XXXX, passed away on XX/XX/XXXX. At the time of his death, he owed an outstanding balance of {$3800.00} on an auto loan with KeyBank. Shortly after his passing, I notified KeyBank of his death and conveyed the estate 's intention to settle the loan and acquire his vehicle upon my appointment as the estate executor. I informed KeyBank that a probate petition had been filed with the XXXX Connecticut XXXX XXXX, and we were awaiting the court 's decision. 

KeyBank contacted me several times about the probate status between my brothers death and XX/XX/XXXX. Each time, I informed them we were awaiting the court 's decision on my appointment as executor and intended to take possession of the vehicle once appointed. ( Note : My attorney also confirmed the proceedings with KeyBank see attached ). KeyBank 's customer service representatives consistently said that no actions could be taken until my appointment was finalized. 

Notably, at no time during multiple phone conversations did a KeyBank customer service representative inform me of the possibility of repossession. This, together with KeyBank 's recognition that a probate petition had been filed, led me to believe they understood the situation and were prepared to await the courts decision regarding my appointment as executor. 

On XX/XX/XXXX, KeyBank unexpectedly repossessed my brother 's vehicle without any prior notice. A towing company arrived unannounced at my brothers home and simply took the car along with personal belongings. 

On XX/XX/XXXX, I learned I was formally appointed executor and immediately notified KeyBank. Upon my appointment as executor, locating the whereabouts of the vehicle and assessing its condition became extremely challenging. I learned that KeyBank had outsourced the repossession to XXXX XXXXXXXX XXXX XXXX but failed to authorize them to communicate with me as the executor. 

After contacting KeyBank, they authorized XXXX to communicate with me. Subsequently, XXXX informed me that they had subcontracted the repossession to XXXX XXXX XXXX. Upon reaching XXXX XXXX XXXX, I was told that they had not been authorized to speak with me. Therefore, I had to wait for XXXX XXXX XXXX to receive authorization from KeyBank to engage with me. Several days elapsed between my notification to KeyBank about my appointment as executor and when I was finally able to speak with XXXX XXXX XXXX. 

XXXX XXXX XXXX informed me that the vehicle had been towed to a garage thirty miles from my brother 's home in XXXX, Connecticut. As I reside in Florida, traveling to Connecticut to retrieve the vehicle before it went to auction was not feasible due to personal reasons. Furthermore, without physically inspecting the vehicle, arranging to take possession of the car remotely would not provide any assurances regarding potential towing damage. 

If KeyBank 's representatives had simply communicated their repossession policies, loan payments could have been made to keep the vehicle at my brothers home until I was appointed executor by the court. Once I was appointed executor, I would have been able to settle the loan on behalf of the estate. 

Left unaddressed, XXXX lack of communication regarding their repossession policies will lead to a significant financial loss to my brothers estate. As of XX/XX/XXXX, the vehicles values were : Consumer Reports : {$8400.00} XXXX : {$8800.00} XXXX : {$9400.00} XXXX : {$11000.00} If the estate had been able to sell the vehicle, the potential profit would have ranged between {$4600.00} and {$7100.00} after repaying the loan balance of {$3700.00} ( refer to the attached billing statement which does not mention the repossession ). 

Therefore, I kindly request CFPB 's assistance in recouping the lost profit. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation