Consumer complaint received 2024-04-05 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: KEYCORP
State: CO

Complaint narrative:
I spoke to XXXX from the collections team on XX/XX/year> from the KeyBank recovery department. I have a charged-off credit line that I wanted to start making payments on. XXXX asked me if I received a letter in the mail regarding a 55 % settlement. I hadn't, but XXXX informed me basically that I could take 55 % off of the total and pay in payments for 3 months of {$250.00} or pay a one-time payment at a 45 % reduction of the total. I chose the 55 % and gave XXXX according to my bank statements {$100.00} as an initial down payment. It shows a Direct Withdrawal, Key Bank Payment for {$100.00}, posted on XX/XX/year>. 

Then, XXXX scheduled the other {$100.00} on XX/XX/XXXX and told me to call in before then to pay the {$52.00} to equal {$250.00} for the month of XXXX. I called in and actually had to reschedule the payments ( not cancel the arrangement ) for XX/XX/XXXX for {$150.00} ( to make up for the {$100.00} and {$52.00} that I had to pay on or before XX/XX/XXXX - Also, technically this is before the 30 days that I already had from the time of agreeing on the settlement to make my first payment so it's not like this voided the agreement ). I also had my 2nd payment for end of XXXX in the amount of {$250.00} scheduled already. During that call, XXXX from the recovery team mentioned there was no record of a settlement agreed upon. She tried to say that nothing exists in the notes regarding a settlement. She pulled calls and did her own internal investigation. I called after a week on the XXXX of XXXX  month and spoke to XXXX from recovery. He stated that XXXX is out of office and I need to wait for her return. He said the same thing that he can't be for sure that a settlement was agreed upon. Basically, they have taken a week to pull the original call from when I spoke with XXXX. They've given me the run around and tried to go back on a legally agreed upon settlement and payment amount on a recorded line. 

I agreed on a recorded line that I would be paying the 55 % settlement for {$250.00} for three months and now they are refusing to pull that call and adjust my payments back to what was originally discussed. I told them that I would report through the FTC and make a complaint via CFPB and that's when XXXX mentioned our conversation is over and they can not help me since I " threatened '' with the FTC ( which is my right ). I called back and spoke to XXXX from recovery and she mentioned that everything is in the notes from when I spoke to XXXX to every other conversation that I've had and that she can clearly read that I agreed upon a 55 % settlement with XXXX. She said she will send a note to XXXX and XXXX from recovery and detail the notes to provide an explanation and get a resolution, but nothing happened. She also informed me that I now have to wait for a call from corporate since I mentioned the FTC. 

The corporate office contacted me today ( XX/XX/XXXX ) and basically wasted my time saying that they need to conduct a separate investigation to see if the conversation with XXXX even exists ( XXXX confirmed that it does ). I proceeded to ask them for dates of these conversations and officer ID 's and I'm getting a refusal. They are refusing me information so that I can file a detailed complaint with the CFPB and all I'm asking is for dates for when I've had conversations regarding the debt and officer ID 's of whom I've spoken with since they can not provide full names. The corporate office is stating it will take an additional 30 days to review ( when again, they can just pull a call ) and the KeyBank recovery team is not allowing me to make payments on my debt based on the agreed upon amount. It is absolutely ridiculous that they agreed upon a settlement and are now trying to scam me and charge me a higher amount. 

I apologize, I don't have any documentation. I just have proof of that recorded call with XXXX where I legally agreed upon ( with disclosures and statements ) regarding the settlement. The corporate office has refused to give me information and the recovery team hasn't been of any help so that I can have this properly documented. I just have the phone number to the recovery team if that helps : KeyBank Recovery Department : XXXX ( XXXX ) XXXX KeyBank Executive Department ( corporate ) XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation