KeyBank NA Credit Card Complaint

KeyBank NA Credit card department,

Customer service / Customer relations Ohio

For weeks now I have been having trouble getting a satisfactory answer from Keybank. I have talked to many representatives both overseas and here. The web of phone lines I have had to go through to get a person to help me is amazing and not in a good way. Here is a brief synopsis of what I have been going through. On - - we bought a car for - I wanted to charge it so we would get our points but the seller did n't take credit cards I remembered convenience checks from years ago and I remembered them being free. They were just sent to me without asking. On - - I called Keybank with questions and got an overseas representative, - I asked her if there were any fees and if I could get my reward points She was very quick to get my information and send me the checks but I kept asking the questions. She


She kept going and asking her supervisor I was not following her very well but thought I was asking the right questions ... over and over again I do remember saying So this is like using my card ... and So do I still get my reward points ... she would quickly answer me in broken English ... Then I get the checks in the mail ... I look it over and do NOT see anything that says Convenient check fee so we use the check Then I look up my online account and see $150.00 charge for Convenient check fee and I received no points ... Looking over the Letter again I see on the back last line that no reward points will be given. Since I have talked to many representatives all saying they can not waive the fee because the representative I talked to, no matter how bad her english was or how fast she talked, DID tell me it was a - % fee or -. They all agreed the original phone call I made to get answers about the convenience checks ( and got an - representative who spoke fast and broken english, and clearly reading things out of a book or checking with her supervisor ) did sound like I was confused and not understanding but the fact that the representative did tell me - % fee covered their butts legally so they will not waive the fee. This fee was worded on the letter but as a " Balance Transfer Fee '' and not a Convenience Check Fee. How was I to know that? We have been good customers of Keybank for over 30 years and yes this was a mistake on my part for not hearing her say the checks have a 4 % fee which in my case is $150.00. But in my defense IF I would have had an english speaking representative help me this whole thing would have never happened. The original representative was - and my case # is # - I can not seem to get to speak with a person that COULD make the decision, in my city, who represents KeyBank. I have talked to - - - - and a few other overseas operator/representatives whose names I did n't write down Thank you, - -