KeyBank Reviews 185

tldr: It's a wanna be big bank that's somehow even worse than the big banks.

I opened a checking account on the website using a offer code, and it said that my application has to go through manual review. I wait about a week, and no email, no texts, no calls. I call the number and they tell me that my account has been approved. I say how do I set up online banking since I haven't received anything? They tell me that to get my account number I have to go into a branch to get my account number and that they don't really know why I haven't received any communications from them. I go to the branch and get my account number and ask about the offer for a $400 bonus. I get told that it's a targeted offer and they're not really sure why the system let me apply through that link in the first place. But they are not going to honor it. I'm closing this account once 180 days is up because there is a $25 fee if you close it within 180 days of opening it. 🤦‍♂️

Husband received offer code for $400 bonus with new account. Signed up online with offer code. Followed all directions for bonus, linking new account to our other bank and creating paycheck direct deposit. Was immediately locked out and sent a letter thanking us for reporting fraud. What? Rec'd letter accusing us of fraud, threatened with collection. Collection of what, his own paycheck? Visited actual branch twice to clear it up and after waiting through an hour of phone calls was told there was nothing he could do and no one he could talk to, he was being "investigated," as he sat there in front of them with 2 legit forms of id. They closed the account after holding up paycheck deposit for 2 weeks. Sent us a check for account balance with a very nice letter saying they were sorry he chose to close his account, please come back (after the bonus offer had expired). Come back? I wouldn't park in the same shopping center as this bank.

KeyBank Mortgage Loan Servicing. With automatic bill payer set up to pay our home loan each month our escrow amount changes without us knowing. The loan payment goes up by $300 and yet we keep paying the original amount. Because we are now not sending the full amount the system does not apply the money sent to the home loan and just holds it, begins charging late fees, AND starts sending credit agencies notifications that we are delinquent in payment. The best part is when KeyBank files to foreclose and sends threatening letters . . . this is the first notification we received regarding this matter.

Calling the Keybank Mortgage Loan Servicing folks . . . we are told it is completely our fault . . . KeyBank did it all "by the book."

This is a 300k loan secured by a 2.3 million dollar house. As usual KeyBank is a total joke. Don't do business with this company if you can help it.

I have been a customer for many years and have always had great service. It is easy for me to move and transfer money from one account to another. The bill payment function is rather slow- 3 to 5 business days. The bank hours are good and the tellers always efficient and friendly.

Don't trust their bill pay. For several years I have used their software to pay my mortgage. This year it didn't adjust because I didn't know to use their new autopay. Long story short I have 50 dollars in late fees a 32 day late payment and customer service reps saying too bad. I don't make late payments and really don't like the condescension from the service reps. Looking for a new bank

I had a car loan with Keybank. My car was totaled by a collision with a deer. My insurance company paid the balance of the loan. A subsequent payment was deducted. I attempted to have this payment repaid to me. I was on the phone for over an hour, with long lapses between any conversation with the agent. She finally told me that there was no evidence of the final payment, and that I had no way of retrieving it. I could not fathom the incompetence and/or indifference shown to a customer. Don't use this bank!

The worst banking service I have ever experienced. I do not comment regularly but when someone is charging money for nothing and does not notify you about it, it really speaks volume. Every time I was contacting customer service, I got a different answer. Every time I asked for instructions, some additional fee was not disclosed. If you had ever used any other bank, you would consider all the non-sensical payments charged by this bank inconceivable.

As other reviews have stated, the mysterious "back office" is the cause for my issues and apparently no one has access to my funds or to remove a hold...??? Deposited a check from my husbands account to mine on a Tuesday for bills I needed to pay by Saturday. (ENTIRE reason for this deposit in the first place). Teller lady told me I would have access to $100, then the rest of my funds would be available to me the next day. I then received a notice that my funds will held until the FOLLOWING Tuesday! (A WEEK when it says up to 5 days online) Since I was told it would only be a day for my funds, I scheduled payments for my bills. Well this issue has resulted in my account being overdrawn more than once, and now it will be overdrawn multiple more times this weekend. I will have to pay $100 in overdraft fees! The reason I was given over email was that my husband's account was "suspicious" and it is unsure if the money would be paid...Well the money was already taken out of his account so now neither of us have access to it for a week!!! Not to mention I've deposited checks from this account before! As other reviewers have stated, Iive chat, phone customer service, AND the branch itself were all unable to help me and just gave me the runaround saying its the mysterious "BACK OFFICE" and there's no way for anyone, including them, to contact them... So no one has access to my money or has the ability to remove a hold??? I've been with Keybank for years but as soon as my funds are given to me and the overdraft fees are refunded I will immediately be closing all my accounts and switching to another bank!!

DO NOT USE THIS BANK. Key Bank is the worst bank I've ever used in my entire life. The people at the branch and customer service are friendly and as helpful as they can be, but the problem is that they are at the mercy of a mysterious "BACK OFFICE". Key Bank as a whole is the issue... I deposited a check, and they said that there would be a 1-day hold and it would be made available the next day... no problem, that's standard practice. So the check is made available, and I used my account to schedule multiple payments for the following day, but then the "BACK OFFICE" puts a 5-DAY HOLD on my check and yanks my funds after the payments had been submitted. Had they told me from the beginning that there would be a 5-day hold, I would have understood and would not have scheduled payments... but they didn't, they added it AFTER the fact. I never would have deposited the check into this account had I known upon my initial deposit! Even the branch found out AFTER I did! How ridiculous is that? So, I complain to the branch, and they were actually able to remove the hold and my payments processed. Wow, great customer service, right? But then... the "BACK OFFICE" puts a SECOND HOLD of 5 business days on my account, yanks my funds out and causes me to go into the negative since my payments went through! The best part? The check is from a family member and I know that it has cleared their account. It seems that the "BACK OFFICE" wants to play with my deposit in a money market for 5 days before they make the funds available to me. The branch is helpless to the "BACK OFFICE" and tells me to call an 800 number. The 800 number is helpless to the "BACK OFFICE" and says only the branch can help. Thus begins the feedback loop. Both the branch and 800 number said that this is ridiculous and understand my frustration. But... the "BACK OFFICE"... This bank cannot and will not help you access YOUR money. I have never had this issue with any other bank before. I get it... sometimes there are holds on transactions. But that's not the issue here. The issue is that Key Bank operates in bad faith and decides to make funds available, only to change their mind and place unnecessary holds after the fact, and leave you to clean up the mess with all of your accounts affected by their shady business practices. Isn't it funny? Banks will always take your money out immediately, but then they are slow as molasses when you want to put your money in... I will be filing a formal complaint with the Consumer Financial Protection Bureau and closing this account once this fiasco is over.

Terrible manager, neither he nor his staff know what they are doing except if you wish to start an account. (don't). I needed to close a safe box but they didn't know how to look it up. He kicked me out and said they were closing soon (but the closing was 3 hours away) and they couldn't help me. I had to make a return trip for something that should be easy. Also he promised to refund the rent pro-rata but that hasn't been done either, again probably because he doesn't know how. It's been nearly a month so to me that makes him a liar and a thief. I called the customer service department and they said someone would call me back but that hasn't happened either. Terrible. Go somewhere else!!

I was a 30+ year customer of Key Bank. They closed my only account with them due to suspicious activity. It was a transfer from a family member. They did not call, email, or try to reach out in any way. They then sent the balance of the account to an incorrect address. I spent hours on the phone with fraud department, supervisors, and my local branch. No one could give me a direct answer on why or how this happened. Stay far far away from Key Bank.

If I could give zero stars, I would.
Every step of the experience with KeyBank has been miserable.
They delayed the closing of our home purchase. We showed up at the closing with our lawyer and they didn't show.
They rejected a credit card application because my wife showed a different address on her credit report, despite holding a joint mortgage with them at the address we were trying to validate.
Their website is down and I can't transfer money.
I highly recommend you look for a different bank.
This experience has been a nightmare.

KeyBank, and its PrePaid Card division, is apparently a magnet for fraud all across the country. Got a letter out of the blue that a card intended for me years ago was used a year ago in a far away state. Advice...bring in outside agencies to deal with this problem company.

One of the absolute worst banking for and overdraft fee (that I infact did not meet the required criteria for) then things start picking up. I made a purchase at harbor freight. About 2 days later my card was charged 75% of my payment. I called in asked them to fix the issue it took them 5 days to resolve the issue and an addition 4 to decide to ship my new card because they closed my card. A week later I go to use the ATM to pull cash out because I am basically living paycheck to paycheck in today's economy. As soon as I enter my card the ATM takes it and does not return it. I call in the next day and they say they are canceling "everyone's" card and issuing new cards. Which is another kick in the ass. So I'm given an ATM card. 3 days later my entire f'n savings account is emptied and there is no record of any transactions or fees since Nov 1. I get the same uncaring response from the bank when I call and they take their f'n time when processing an issue. Mind you I live in a town with 8 banks and 4k people it's not like I live in a densely populated city. In the past 5 months they have taken over 600$ in "fees" that I owe And when I bring up my records they say there is nothing they can do about it. I strongly recommend you choose anything but this company.

Fraud department useless. I had them deducted $545 three times out of my account. Everytime it put my account negative. They never fixed it. Just said sorry. Nothing we can do.

Customer service is the worst. They lack people skills. Carlos the manager at the North Penn location was uncaring and lacked genuine concern. He kept saying he was very busy with other clients and that I should schedule an appointment and come in talk. Since when did it take an appointment to go over getting a replacement Atm card?

My son wanted to open up his first bank account an wanted to bank with someone besides my financial institution for his own independence…so i allowed him to and OH MY GOD….that bank is horrible now the people in the branch are very nice an friendly but the bank it self the customers service on the phone is disgusting they close my sons account with out asking ME they put a hold on his money an froze it during Christmas then when he called they where nasty to him like he was a criminal its his flipping money..we went to McDonald’s to get some food after he got paid 7 hours later an he only had 16 dollars in his account I was pissed he was so embarrassed I called an the women asked me who i was WHAT ????? I said i am his mother the primary on the account she started asking me all these questions an told me it was a hold on his money thats when i lost it totally!!!!!!!!!!!!!!!!!!!!!!!! Do not bank with these people they locked his account without sending him a text or calling me what if it would have been an emergency?????? An he needed his OWN MONEY …they are very unprofessional very unprofessional 3 times 3times 3times this happen to him he is 14…he will now bank with me at TD i have been with them for 15years….his first banking experience ruined by this BS..

Key Bank warned about suspicious phishing emails being sent to customers. Key Bank then sent me a phishing email stating that a lady (who works for U.S. Bank, according to Linkedin) wanted to talk to me about my financial well-being. I assumed the email was a scam and reported it to Key Bank who then said that the phishing email did come from Key Bank. Key Bank is now phishing their own clients! I will always believe that emails sent regarding my banks or banking are bogus, because I thought I opted out of marketing messages from banks.

I have been banking with Key for years and I absolutely LOVE it! The people are fantastic and they are always there to answer any questions. I have never had a problem with anyone here!

Well they've done it again. Back in 3/22 they noticed fraudulent activity on my debit card and warned me about it. I thought they had turned over a new leaf and were better policing themselves. WRONG! When they notified me of the charge they killed my debit card and sent me a new one so no other charges could come thru. WRONG! This was the 5th or 6th time in the last 5 years something like this has happened. I was reassured with the issuance of the new card no further problems. WRONG! I was supposed to go and notify my vendors of my new card info and did most of them. There was one I didn't do cause they only charge every 3 or 4 months. Then on June 9,2022 @ 9am I got a email from Dollar Shave Club saying they were having trouble processing the payment for my next shipment, of course they were they were the 1 I didn't update my card info with. I checked my account balance and saw I had only 15 cents at the time cause all my monthly bills had been paid and I'm on a fixed income and I wanted to avoid any overdrafts. So I didn't update the debit card info yet, I was waiting till I got more money in the account. Then on June 15,2022 @ 9am I got a second notice from DSC saying they tried again to process the payment and that they needed me to update my card info, but I still only had 15 cents in the account so I didn't cause I didn't want to overdraft the account and incur the bank's overdraft fee of $38.50. But latter that evening I got a third email from DSC @ 7:39pm saying it had been processed. Apparently because of some agreement between Mastercard and certain vendors if it is deemed a recurring charge they can force the charge thru without the new and correct info even if there isn't enough funds to cover it so everyone wins, DSC, Mastercard, and Key Bank cause they get to charge you that overdraft fee and another $28 fee if it's not made whole in 5 business days. What a bunch of crap! Now Key Bank wants to kill my new card and send me another new 1 so it most definitely can't happen again. WRONG! Back in March they said with the new card it wouldn't happen again but Mastercard can just force it thru? With all the accounts and cards they process thru the month they know what bank account to force a $17.68 charge thru? So they overdraft my account, cause the balance was only 15 cents, DSC gets their $17.68, and Mastercard gets their %, and Key Bank get $38.50 and another $28 in 5 business days if I can't come up with $59. Maybe I should take up a collection thru my PayPal account cause Key Bank or Mastercard ain't going to make me whole. I don't get my SSI money till the 3rd of the month so I'll probably be charged the additional $28. That will through everything out of wack having to pay the extra $87 or so. It sucks to not have money