Consumer complaint received 2024-12-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: KEYCORP
State: AZ

Complaint narrative:
Overview : On or around XX/XX/XXXX, I initiated discussions with XXXX XXXX, XXXX regarding the installation of a XXXX XXXX XXXX system on my home located at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. 

Despite accepting their proposal on XX/XX/XXXX ( Exhibit A attached ), and entering into a financing agreement with KeyBank on XX/XX/XXXX ( Exhibit B attached ), the installation remains incomplete due to XXXX XXXX negligence, fraudulent practices, and subsequent bankruptcy. 

Furthermore, KeyBank violated terms of the XXXX Loan and Security Agreement dated XX/XX/XXXX ( Exhibit B ) in disbursing the principal amount to XXXX XXXX, XXXX prior to performing its duty to verify the Collateral and its Installation ( Exhibit B, pg. 2 'Principal Amount of Loan ' paragraph. ). 

KeyBank has yet to address my many attempts at resolution of the matter for several years due to XXXX XXXX XXXX bankruptcy. In XXXX of XXXX KeyBank provided me with information to have another XXXX provider complete the installation ( Exhibit C attached ) however no provider that could be located that would provide the warranty of the original purchase agreement with XXXX XXXX including assumption of the warranties of the original agreement ( see Exhibit A sec. XXXX ) nor do I qualify for the tax credits that were part of the decision process to proceed with the XXXX purchase in the first place. 

On XX/XX/XXXX I mailed and emailed a certified letter to KeyBank ( see Exhibit D attached ) demanding proper resolution to the matter outlining their failure to verify the installation was complete and proper before disbursing the funds to the now defunct XXXX XXXX. KeyBank 's only response ( Exhibit E ) to that demand was received over two months later and failed to address or engage any of the points made in my letter, instead simply reiterating that I owed the full balance and the next payment would be due within 30 days. 

Despite repeated calls to KeyBank 's XXXX resolution team ( XXXX ) and requesting a call back from a representative with access to the loan documents, I have only received calls and letters from KeyBank 's 'Hardship department ' offering to restructure the debt. ( The number at the bottom of Exhibit E is for the hardship department ). 

In Summary, the now defunct XXXX XXXX illegally XXXX XXXX XXXX on my roof at XXXX XXXX XXXX XXXX without an approved plan by XXXX XXXX XXXX ( required ) nor did XXXX XXXXXXXX obtain the necessary permits to do so ( absolutely required ). KeyBank failed to do the most basic of verification steps required by the loan document ( Exhibit B ) to ensure the installation was complete and proper before disbursing the funds ; at the very least they could have done an online search to verify that permits were never obtained. KeyBank failed to protect me as a consumer by disbursing the funds prior to confirming verification of the permits and proper installation. I have requested KeyBank arrange for the collateral still mounted to my roof to be collected with no response or engagement around the request, their failure to engage in a discussion is preventing me from performing important maintenance tasks as well. 

I have tried numerous paths to resolution for this matter but KeyBank refuses to put me in contact with anyone who can discuss the facts and pertinent sections of their loan agreement. 

I'm really hoping you can help and greatly appreciate your attention to this matter.

Company response to consumer: Closed with non-monetary relief