KeyBank Reviews 185

Been at this bank for four years tired of some of the newer staff they have working there. Don't want a savings account so why is a banker trying to force it on me? Would love to find another branch. Not happy at all by the way I have been treated here lately.

Unprofessional Service and Poor Management at South Buckley Branch
​I am extremely disappointed with the service I received at the KeyBank on South Buckley in Aurora. I arrived at 5:10 PM, well before the 6:00 PM closing time, intending to open a new account and check an existing one.
​I sat in the lobby for nearly 20 minutes while a staff member walked around the building, seemingly ignoring my presence. When she finally acknowledged me at 5:26 PM, she claimed she could not help me because she was assisting one other person and "it would take a long time," effectively turning me away 35 minutes before the branch closed.
​It is unprofessional and frankly concerning to be told a bank cannot service a customer during posted business hours. Furthermore, seeing only one staff member active while multiple cars were in the lot raises questions about staffing and efficiency. Being told to "make an appointment for tomorrow" or drive to a different location is unacceptable when I am standing in a fully open branch. I expected to be treated with the same priority as any other customer. This experience was dismissive and highly unprofessional.

Terrible rude and aggressive customer service at the Guilderland Branch. Maggie was the teller. She lied to me and said she was the Bank manager. I Tried to cash a check written on a Key Bank account. Nothing but attitude because I do not have a Key Bank Account.
This is why I fired Key Bank 15 years ago as my commercial and personal bank.

poor bank
they have nothing good

I requested a remittance from KeyBank for overpayment of property taxes to my escrow account. I was provided a form to submit to KeyBank in order to receive the remittance. After submitting it, I was unable to get a response from my account manager. I tried calling her, leaving phone messages, sending emails, with no response. I called the general phone number to ask how I could get a response. This person was unable to contact any of the account managers during working hours. Finally, the manager of my account manager contacted me. She was helpful. But, that wasn't the end of it. I was told that my remittance would be prioritized so that it could be processed by the end of the week. Of course, this didn't occur. The following week, I asked for an update by email concerning the remittance, and my account manager (not her manager) simply said it hasn't happened yet. Duh... that is obvious. Not helpful, and even stupid on her part. I'm still awaiting the remittance.

I opened a checking account with the NE Phila branch. I chose Key because there was a promotional offer for new accounts. I went in and set it up in person, explained why I was using them, supplied the promotional codes and fulfilled the posted actions and deposit requirements, but am now told it is not valid due to their error. It cannot be corrected and I can’t open another account to get this benefit, as I am no longer a new customer.
Was told I can just close my accounts and go somewhere else. What a terrible way to run a business.
Save yourself the headache and “go somewhere else”.

If we’re just talking about the branch tellers, 5 stars. The vast majority of them have been wonderful to me over the past decade + of banking with Key. The back office folks? Awful. I’m convinced at this point that you have to take a Customer Service Deprogramming course just to get an office with a door at KeyBank. It’s as if the folks who work every not customer-facing role have forgotten that their account holders are actually customers.

I have 4 business accounts and 3 personal accounts with Key. I would imagine they would eventually stop talking to me like I’m an idiot after a few years, but after a decade it seems that’s just their MO, Additionally, they constantly update their policies and payment standards. So now I am unable to make principal payments on a business loan and can only make regular payments (obviously so they never miss a single cent of interest). I can’t turn several business loans on AutoPay either. So if the payment date falls on a weekend or holiday they will late charge you unless you pay it before the due date. It would be much easier to do that if they didn’t freeze every single deposit that was above $10k also. So even if you deposit a check from a different reputable bank, they will absolutely refuse to clear it for 7 business days and treat you like you’re cashing a bad check whenever they see a number above $7k. It’s almost embarrassing for the folks who work in the branches because you can see they are tired of dealing with the red tape and nonsensical policies that they’re tasked to enforce.

As a woman business owner, you would think the women in higher positions here would be respectful and respect their clients/customers - but they’re somehow worse than the men. I can’t even have a serious conversation with this bank anymore so I just mind my business, grab my change orders, and do my best to not make eye contact with the “can we offer you a credit card? want to open a CD?” folks.

I’m in the process of opening another business and I hope the bank I work with on this endeavor can help me transfer everything out of Key as soon as possible. I can’t bring myself to ever do business with Key again. It’s therapy inducing levels of stressful, patronizing, and chaotic.

We have been with Key Bank for 31 years. We went to the local Medford, Oregon, branch to set up our mortgage with Jeremy. We were told we could set up bi-monthly payments in order to pay off our mortgage quicker. We were then charged a subsequent late fee from Key Bank. When we called about the late fees, we were told not to worry about them and that they would be removed. Months later, we received a letter stating we owed over $400 in late fees. When we contacted corporate about the fees, they said they would look into it to work on getting the late fees dropped.

After not making any progress with the local branch, we have since contacted the 800 corporate offices, and we are still getting the runaround. Tony S (they don't give out last names to avoid accountability) said the late fees are being reviewed at the "highest department of escalation," but he continues to not have any answers after six weeks and counting. I get a weekly call from him telling me they are still reviewing the case. This is now Key Bank being evasive. I feel misled by corporate.

Side note: All the Key Bank locations here in Southern Oregon are sparse, with just a few employees at each branch. It's a ghost town when you walk in, completely understaffed. The Ashland location doesn't even have walk-up tellers.

Are they going out of business soon? I think so!

This Bank has gone down hill big time.

THE WORST BANK EVER! You’ll spend hours on the phone trying to close your account but due to a dispute they won’t handle it and will denied the claim. Almost two months later and I’m still dealing with them. I have a new bank and all I want to do is settle this and they refuse because that’s how they hold customers hostage. I can’t wait until I am done with this bank for good.

I submitted the paperwork 3 business days before my current CD was to expire. It is now 4 days from the date of the expiration and my money still hasn't moved. BEWARE!

I am extremely disappointed with KeyBank and how my recent fraud case was handled.

After receiving a fraud alert on my debit card, I immediately contacted customer service. I specifically requested expedited shipping and agreed to pay the $25 rush fee to avoid being without access to my funds. I was assured the replacement card would be sent via express mail.

The express card did arrive. However, when I attempted to activate it, I learned that an additional replacement card had also been issued and sent via regular mail without my knowledge. When I called back, a supervisor informed me that the standard-mail card could take up to three weeks to arrive in South Florida.

As a result, I am now limited to operating on cash only until this situation resolves. That is not a reasonable outcome after paying for expedited service. This disruption was entirely preventable and stems from internal miscommunication.

Because of this experience, I have opened an account with a local bank and will no longer be doing business with KeyBank.

Very disappointing.

First off. The local branch has been great and the personnel there are awesome, however, they emailed corporate for an answer about ee bonds and got an inaccurate response which tells me there corporate staff do not know what they are doing and are not up on the laws these days. It seems I will be waiting for all the estate checks I deposited to clear , stop depositing the rest of the checks i have there, and close the account and move and invest the funds to a bank that actually know what they they are doing. I have zero confidence in this bank with our estate account ! I would advice anyone to look elsewhere

horrible, 3 days in a row called the customer service even at night, no representative so far did answer my call. I waited more than an hour but no luck. Is there any agent for real? Key bank should be sued for their non-responsive service.

Only ranking one star bc ZERO is not available. This system sucks and customer service is worse than no help at all - they have multiple different systems, none of which are identified when you're looking at a screen, and you are transferred multiple times while people ask you questions that you can't answer from the screens. For example - Are you in Connect Direct or RapidConnect? How the hell would I know? Can't answer. Headings in the system mean nothing at all so you can't navigate through menus with any sense. First told me my tenant used credit card, but after he went back to the bank to get a NEW debit card to use and they thought it was credit again, I believe the tenant.

When mom became paralyzed- I went to her branch to get added to her acct as POA. (I had all required paperwork the lawyer had given me) This literally took 2 hours. Then I said to close safety deposit box but was told I had to call & make appt- this was INSANE! I was in bank- in the two hrs we seen 5 employees & maybe 7 customers. They wouldn’t even make appt-said I had to call! Ok, fine, whatever, I thought all was good-maybe they were just having bad day!
Two days later they call- said I had to go back with all paperwork again because they had been faxed in wrong order- exact words. So, I go back- this was another 1 & 1/2 hrs.
After mom died, I went to close accts so I could put into executive acct at my bank. Again had all necessary paperwork. We walk in- teller asks what can she do-I told her thanks, but I think we need to talk to person at desk. She says no, she can help us close checking & savings acct. After about 10 min- she takes all paperwork to lady at desk after all. So I go to desk lady, only to be told to go sit, they didn’t need me yet! Both women were talking very low & making phone calls-basically it sounded like they didn’t know how to do it. After about 40 min of sitting-I go back to desk-again told to go sit in waiting area- not even at her desk. Finally, she comes over & says here is check for closed savings acct, but she can’t give me check for other acct because of some $160 deposit made to her acct after she died. They would need to mail it & I should have it 7-10 business days. I asked to take all out except for $500- she said I couldn’t do that. My lawyer tells me that was bull- I should have been able to take out whatever I want. So, anyhow, this is about a week before Christmas!
It’s now Feb 10,2026 & I still do not have the check! It’s ridiculous!! I was told acct was closed Jan 6th- this was 3 weeks after I was in bank- why? I’ve made several calls & between getting transferred to different people & put on hold, not a single one of those calls were less than an hour. It’s now over a WEEK since I started calling,
First call from yesterday, I talked to a very nice lady- by end of conversation, she said I could go to bank to get check, but with all the calls & problems, I asked if she could call branch while I waited on hold so she explain what was going on & to minimize any further issues & after 15 min- she says I can go to branch to do paperwork, what paperwork ? I did all paperwork prior to the holiday, & then, after all that, they would still need to MAIL check. Why? Said she didn’t know-then assured me she would call me back today- didn’t happen. I called again today & asked to speak to resolution dept- I was on hold for like 20 min but same person comes back & said SHE talked to them- they have to research where check went & they would call with resolution- I asked WHEN? She didn’t know. Now it’s been EIGHT WEEKS since I was at bank to close account & I STILL DON’T HAVE MY $$$!!!
It’s quite a bit of $$ too. I apologize for length of review- I even left things out. Now, they tell you you’re being recorded when you call- doesn’t anyone ever listen to these calls? There are recordings that can confirm everything I have said.
For date, it’s been 12/18/25 thru who knows when I will receive my $$.
I guess I need to get my lawyer to tell me what options we have because, like I said, it’s been 8 weeks since I went into bank to close acct!!!

If I could give negative 5 I would, I went to take out money with key bank and the machine ate my card and when I went to tell the ladies they laughed in my face and told me they couldn’t get my card out! In aw with how incredibly BAD they handled the situation! Never will i recommend this place! This happened in SWANTON,OH

Opened an acct with them a while ago, (15,000.00).
Last month, I found they started taking a 25.00/month "maintenance fee".
For what ?? I mean, I could understand 3 or 5.00, $25.00 ?
I mean, I would never have opened a bank acct that charged me a fee for me to give them my money, but there it was.
I always used Key bank because they were more of a friendly, hometown kind of bank, but this has really ruined that for me.
I contacted customer service on messaging, but the rep just kept repeating that it was in the disclosures. Not helpful or showing any desire to keep my accts.

I've had always loved Huntington Bank, but there are no offices close to me, but im reconsidering making the trip now.

I spent about 30 minutes using the chat box on key Banks web Site. I asked for a human & the site assured me I was talking to a person not a computer by the name of Brett. I was trying to set right a mistake Key Bank made when they sent me a Business ATM card instead of the personal ATM card. No matter what I wrote about not wanting the Business ATM card & was there anything I needed to do in regards to the unwanted ATM Card. Brett" who I think was actually a computer failed to answer many times my question & wanted to redirect my inquiry to the business dept to get that problem straightened out. No matter te questions I posed my question were never answered. I not sure if this Brett was so over work that he didn't have the time to read my mesages or in realaity even though the Chat box claimed they had connected me to a human they really only connected me to a computer which didn't understand my questions. I've also had many problems with the Key Bank Branch that I use of mix ups requiring me to make repeated request for me to stop by again to take a scan of my Driver's License along with other problems. I'm hopping that these things get figured out eventually as I would like to not deal with changing fromKey Bank. I hope this review leads to better training & support from management. Rick Clauder

Poor customer service.
My husband and I had a appointment with Nancy McDowell, who worked at a Plattsburgh location on rt 3,to discuss a loan. When I asked her a question she yelled" I'm not arguing about this with you". She was impatient and I could tell she couldn't wait for us to leave. Ms. McDowell has no business interacting with people. I am only giving 1 star because 0 is not an option.