Consumer complaint received 2025-06-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: KEYCORP
State: NY

Complaint narrative:
Before I begin, I want to explain why I did not try to call the bank on this. It is because they are a horrible bank that does not address it's client problems, nothing gets resolved, not at the branches, not online. Everyone is nice to you, but you get screwed and no answer in every turn. Key Bank is woefully under managed! 
In XX/XX/year> I received a $ XXXXXXXX XXXX XXXXXXXX unsecure loan. My payments were set at $ XXXX and I asked the bank to add a separate payment of {$1000.00} against principal, bringing the monthly payment to $ XXXX {$1000.00}. I have over XXXX bank accounts with Key Bank. Being pretty busy seeing the total debt was going down I did not take a close look at the account. That was until I received a Past Due Notice, yesterday. 
Logging into the account I was shocked to find : XXXX. Payment for XXXX separate purposes bundled together casing debts payments to fail even if the source account has more than {$1100.00}. 
XXXX. XXXX details are provided of where the money was coming from ( remember XXXX accounts ) and no information on the amount charged for interest and the XXXX amounts paid for principal. 
XXXX. A statement can not be downloaded, viewed or printed. The only way to print the transactions is using print screen to get a hard copy of the transactions. 
XXXX. The only option to pay late is via a third party ; I declined because last time I tried this for my commercial loan, they messed the payment up bad, so I decided not to pay and wait for XXXX. 
XXXX. For XXXX they did not charge me at all, and I received no late fees or Past Due Notice. 
XXXX. For XXXX, they charged a late fee but never sent a notice on any communication channel available to them. They also collected {$2100.00} on XX/XX/XXXX yet there is no sign that they tried to charge me on time ( every second of the month ). 
XXXX. In XXXX, again, they did not collect on time, charged me a late fee and then sent me the Past Due Notice. 
XXXX. They have never sent me a letter/message about the late fees, making sure I know there is a problem. This fee is always on the XXXX of the month, and I always have money in the account before that. 
XXXX. The account does not allow me to set up alerts. This feature is available for other accounts. 
XXXX. By combining my XXXX separate payment into a single withdrawal, and because on the second of the month I may be a bit short but have enough for the minimum required {$1100.00} they are creating a false delinquency. 
XXXX. Transactions can not be downloaded to XXXX format. 
I have most of the same problems with my commercial loan too. Last time, when I asked my branch manager for help when I was overseas, it took her almost a week to answer and nothing got resolved by her. Even before that, my personal banker XXXX XXXX, at the same bank stopped taking/answering my calls and messages. I am very disappointed with the treatment I was getting so I decided to stop going there, even though they are the closest to my office. 
I decided to try the Mt. XXXX branch with double driving time. On a Friday noon, I was told by the branch manager that I must come back on Monday to open a personal account. I guess we can agree that there was no point in wasting my time with them. 
I finally went back to the XXXX branch where my relationship with the bank started under XXXX XXXX, then the manager. This bank was and still is wonderful, but they can not fix the problems I am having with the bank system.

Most of what I wrote about is way above the head of branches, they can not solve such problems. The bank as a vendor does not seem to care less and this is not my first and probably not my last complaint. 
XXXX weeks ago, when I could not make a XXXX payment under {$1000.00}, online support sent me to the branch. It took XXXX XXXX in the XXXX XXXX XXXX hour on the phone with whomever to unlock my account. A day later, same thing, my account was locked again for XXXX and online support sent me yet again to the branch. I give up! 
This is why I think Key Bank is badly managed and out of control. I had a great start with them a few years ago and since its from one problem to another with little help offered. 
Much of the problems I have with the stated loan I have with my commercial loan number : XXXX XXXX

Company response to consumer: Closed with explanation