I have maintained and excellent credit report (never missed a payment in my life). I had surgery and sent a letter informing Key Bank that a payment would be late, prior to it actually being late.
In addition to this letter, I called and spoke with a customer service representative that told me that it would be noted on my account and not to worry about it. My account would remain in good standing and that it would NOT be reported late to the credit reporting agencies.
After returning to work, I missed some additional work and had a pile of bills to catch up on. I called them (not aware that I now had one late pay on my credit report) and explained that I would need to defer payment that month and would be back on track the following month. I was again assured that the account would not reflect negatively on my credit profile.
Shortly after this, I found that Key Bank had reported the account late twice - the same time, that I personally contacted them and told them I would need to defer the payment and was told not to worry about it. I sent a letter to the bank president (Meyers) to explain my situation. With that letter, I sent a goodwill gesture to auto-debit the monthly note from my checking account.in addition, I enclosed that months payment.
Several weeks later, I got a leter from a Ms. Struppa that indicated they would not correct the reporting of my account. As I reviewed my check registry, I found that the check had not posted to my account.
I called and spoke with another customer service representative. Explained the entire thing to them and said that the check was in their possession, but I would make a payment to ensure everything was in order. I was told yet again, that the account would not be reported late. I asked the person several times if they were certain of this. She said yes and we got off the phone.
I pulled my credit report again and found that they reported it late again. That's 3 times that I was told that the account was fine and not to worry about the reporting. I sent another letter to the bank president and he passed it back to Struppa who said she had the check and had not posted it my account - an oversight.
To this date, that account history has not been addressed. They want to discuss the account with me on the phone, but I refuse because I have NO recourse should another error be made.
Stay away from Key Bank!!!
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