Consumer Complaints and Reviews
Have been a customer of First Niagara since they moved into Mt. Pleasant Pa. Key Bank froze my account because of supposed fraud. Their idea of fraud is not allowing my password to transfer from F.N. to Key Bank. I used the pin number that I had used for five years and they changed from five digits to four! Nice move not telling anyone.
Went to the Bank and they said they were sorry for the mix up. Teller changed pin number and told me, "You will have no problem." Went across street to use debit card and they declined it! There are several thousand dollars in that account. Went back to the bank again, the story changed when I got there. Said it would take 24 hours to remove hold and said they would call me when removed. Never called me.
Called back to the Country Side Branch today and they said it SHOULD be ok now? What kind of answer is that. Did not get out today to check, better work tomorrow or there will be hell to pay. I also asked them why they held a direct deposit from the SSA for three days? They said they don't, I said, "You did", and she said they do not.
Now I checked online and watched it sit in the pending file for three days. She is basically calling me a liar! This bank has to the end of October to straighten out or they will go the way of the dinosaur. One of the worst banking experiences I have encountered in 63 years on this planet. I also talked to a few retailers in the area and they said everyone is having the same problem. Asked the Manager at the Branch about this and she said I was the only one. My daughter called today and they did the same thing to her, but said she has to come in and fill out forms. My question is why. I swear these people forgot the number one rule of being in business. "The customer is ALWAYS right." My experience is all bad.
This is not the first time I've gone through a bank ownership change. This is the worst. I see there are several poor experiences with other former First Niagara customers listed. I will be joining those leaving this institution. I have signed up to this particular website solely for the purpose of expressing my chagrin at KEY. I work in the banking IT industry, it really is not this difficult to change IT backend without disrupting QoS for the customer, if you can't do this, I don't trust ANYTHING you will do in the future. Goodbye.
I called Key Bank to pay my husband's car loan as I have done every month since he purchased his vehicle. I had all the information needed such as his loan number, his ss#, our bank acct number - everything. I was not asking Key Bank to give me any information about him or his account, I had all that information to give them. I simply wanted to make a payment. I was told they could not accept my payment because I am not listed on his loan. I asked to speak to a manager and after being put on hold for a rather long time was told there wasn't one available. Mark took my number and told me a manager would call me regarding the Key Bank third party policy. No call has been received. My husband's loan payment is now late and Key Bank has another very unhappy customer.
I've recently been forced to migrate banking from First Niagara Bank to Key Bank. This was the worst experience in all of my years of banking. I have not been able to log in to my online accounts or apps for the past week. So I called a few days ago just to be on hold for 2 hrs, finally was connected to a representative and they had no solution to this problem and advise that I stop at a local branch. In which I did on my 30 min lunch break, I was told it would take an hr or more for him to call (as I did) still no resolution. I am definitely shopping for a new bank. This is not even a 1 star bank it's -10 star!!!
I would actually rank First Niagara and Verizon Wireless customer service as better than Key Bank's. I have been trying for five days to log into Key Bank's online service, ever since they took over from First Niagara. Each time I call I am left on ignore for over an hour until I can speak with someone. When I finally get through, I am run through a series of steps that do not resolve the problem. Eventually the rep realized they are not capable of fixing the problem and my case is escalated. Evidently escalated means telling me I am going to be transferred and then disconnected.
When I call back I ask the rep to review the case notes from my previous call, only to be told they do not keep track of customer calls in this way. I then have to go through the same steps that have already failed multiple times previously. On the final call I just asked to be escalated without wasting the 20 minutes it would take for the log in set up process to fail again. Even the supervisor refused to escalate my call until she wasted 20 more minutes of my time. I've had it. I'm done. Accounts closed and funds transferred to another bank. One star rating says it all.
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10-17-16: Trying to pay them money on an account they bought from First Niagara Bank. Was placed on hold for 50 minutes waiting for anyone to talk to. When I finally got someone they were NO help at all and I was placed back on hold till I hung up 20 minutes later. Tried again and got a person who couldn't comprehend English. Scheduled an online payment on Friday. On Monday it disappeared from the web pages. They could not even tell me when my payment was due or if the scheduled payment was processed. All I wanted was to pay them money on a loan and they could not figure out how to do it.
Further, when asked, they said they do not do any type of auto loan payment scheduling. This bank is a complete clown show. I will be looking for a new bank but this is horrendous service. Why did they go live if they couldn't figure out basic functions. Now my credit is at risk because of complete idiots running this operation. I spent over an hour trying to work with them and I accomplished nothing.
My previous bank (First Niagara) was just taken over by Key Bank. Due to their online banking being down for some time during the transition, Key Bank generously deposited $100 into my account as an apology. Great customer service and a wonderful first impression!
I wish there was an option for zero stars. The worst experience ever to have my account transferred from First Niagara after Key Bank took over. It has been one week since I have not been able to get into my new account at Key Bank due to "computer glitches." Personally contacted two different branches whose managers were unable to handle the situation. Getting through on the phone for assistance with log in is impossible. Have spent three days on the phone with holding times of one hour plus and nobody picked up. Stay away from this bank if you value your time and sanity.
Key Bank recently took over First Niagara. Yesterday, I tried unsuccessfully to get on to on-line banking. I just needed to see if some checks had cleared. After waiting on their customer service help line, I finally spoke with a rep who put me back on hold for over an hour. The rep that finally answered still couldn't help me with my issue. Time for another bank!
My experience with key bank was very upsetting. My husband's key bank account had to go through probate and my dealings with the staff was beyond difficult. The legal department was no help at all. There was no resolve to my situation and left the bank in tears. This financial establishment has little to no customer service. I would never recommend Key bank to anyone.
I requested a home equity payoff statement (does not include, taxes, PMI, etc...) and was told that I had to wait 7-10 business days which is absurd, since I will be closing on the house before then. Absolutely nobody could help me with this situation. I elected to have my attorney call.
I have been a Key Bank customer for 20 years and lately they have become a great disappointment in a number of areas. The new online banking is cumbersome and hard to navigate. Customer service is non-existent. Called the branch three times and was put on hold every time. I am now on hold going on 22 minutes... Time to call it quits. I am moving on to a better bank. All my accounts, mortgage, loans everything... moving away. Do not want their hook in anything I do financially.
I have been with Key Bank for a long time and loved their service until today. They changed their online banking and eliminated budgeting and pending transactions from their software. Without these planning tools their services they are no better than any other bank. Eliminating financial planning tools has caused me many hours trying to figure out all the transactions I had saved during the year. They are pushing 3rd party software (HelloWallet) most likely because they cannot keep good people to maintain their system and no one will work for them. HelloWallet is very hard to use and does not replace what I lost with KEY Bank tools. I have been complaining to them daily in hopes that they will see the error of their ways and return the page back to the way it was. I will wait till the end of the year and that time I will change banks (BMO Harris). They have the tools to do your banking online.
Because of Key Bank I'm doing Bankruptcy. Last year 2015 I had to cancel my Key Bank Checking Account because I was doing a debt consolidation. I gave customer service the account number they took the payment for my HELOC with them. The next 2 months they returned to the closed account. I again gave them the correct account number.
The next month they went back to the closed account. 7 months after the first call giving them the correct acct. One of their collection service persons let me know that I had to go into the bank and fill out a form. I did this and 2 weeks later received a letter stating that they were working on it. 2 weeks later I received a letter stating that because I was behind in payments they could not do automatic withdrawals. I made a payment and had to go one month without a payment because my commission check was small. Even letting them know that I would get caught up they tried once again to take a payment out of the closed account.
Two month later I was told that there was a another form that I needed to fill out. Why didn't the manager I had help me with the first form tell me about the second form was beyond any of the customer service people. The first of Feb. of this year a payment arrangement was made with one of their service people to make a payment that month which would make me current to dec of 2015 and then I could get caught up the next month or two with over payments.
On Feb. 16th I went into the bank to make the payment and was informed that they could not take my payment because on the 15th (a bank holiday) my account was sent to consideration for foreclosure. I spent 2 and a half hrs at the bank went to work and spent a half hrs talking to a supervisor. He told me the if I brought in a higher amount in 10 days and the same amount the next month he could stop my account from going into foreclosure.
8 business days later I called him and told him that I had the money. He told me that it was calendar days not business days and l would have to pay a higher amount. For seven months I received weekly phone calls from Key Bank's office with different people. It would take 1/2 to 1 hr out of my work day talking with them giving the same information over and over. Not one of them had read the information given from the previous call. In march I offered a higher amount and again was rejected by a supervisor.
They later foreclosed on my home after which I was bombarded with phone calls people knocking on my door at all hrs and the humiliation of having a sale on my home taped to my front door. Key Bank is third in line. Bank of America has worked with me and my Credit Union has worked with me. To protect 30 plus years of payments on my home and because my paycheck has been 1/2 to a 1/3 of what I was making before the crash of 2008 - I am now facing bankruptcy. I have always paid my bills. I worked 2 jobs for almost 4 years until I blew a disc in an already bad back and now can only work one job.
I have talked with the vice president over customer service (her assistant only because she can not be bother to talk to a lowly person like me) and cannot get the last conversation we had in writing or the number of her boss to continue my complaints against the bank. It was the banks and the mortgage companies that created the problem of 2008. They received bailouts from our government. You and I received nothing. There has to be a way for all of us hurt and mistreated by the banks especially Key Bank and the Mortgage companies to get help. In the last 5 years I have tried all of the government programs created for us. I either made too much money or too little. I either owed to much on my house or too little. I am 64 years old in poor health and not much chance of doing any thing else to help my financial health.
I was new to the area. Received a promotion mail stating that if I open a new account, I would get $250. I opened an checking account. Waited and waited. No credit showed up in my account. I called several times, was always told, wait a few more weeks, it's coming. Finally in September 2016, I was told no credit was forthcoming. I opened the account in good faith. Key Bank gave me the running around for 3 months, from June to September. I ended up getting nothing. I feel very cheated. I wasted all that time inquiring why I have not received the promotion credit. How many others Key Bank did this to?
I went to Memphis Tennessee for vacation, the hotel had a hold on their or 220 and some change. Called the hotel, they told me that the hold should have been lifted. I called Key Bank back and a rep told me that I needed to call and have them on 3 way so that the hotel can give them a Authorization number. Well long story short that rep lied to me, no matter if she didn't know the policy or whatever, I was lied to. Spoke to an acct rep "supervisor" (supposedly) and her name was Shi or Chi and told me that I was unable to get my hold lifted, and that there is no one there who can do this. So now this bank is making me bank pay -96.00 because the hold took my acct into negative. And when my deposit hit I'll be paying back money that I do not even owe.
The representatives are uneducated, untrained, and needs to know the "know how" when dealing with people's money. I would not refer them to anyone else. So now I have to wait 24/72 hours for a "higher supervisor" to contact me about this matter, which I probably won't hear from either!!! Needless to say, but I'll say it anyway, I was on hold for about 7 minutes looking for a "supervisor" which I got Shi....I'm beyond pissed!
This is my first online review. I have been with Key Bank since 1994 and was OK with their service until today (Sept. 14, 2016 ) They changed their online banking and eliminated budgeting and pending transactions from their software. Without these planning tools their services are worthless. They are definitely trying to screw their customers by paying no interest on any of their accounts, excessive fees, high interest on their loans, and now eliminating financial planning tools to set their customers up to fail so that they can collect more fees. They are pushing 3rd party software (HelloWallet) most likely because they cannot keep good people to maintain their system and no one will work for them. I will be looking elsewhere for a better-run banking system as they no longer are a banking solution. They are the problem.
I haven't had this card long at all and so far it's been nothing but bad! I received this card for my child support to be deposited on and I am having to call once a week at least about one issue or another! Yesterday I had charges on my card for something I didn't do and there's no way to even get my money off my account now and I even tried to ask "can I go withdraw all the money on it before you restrict it" and they told me it was already too late to do! Today I tried to see if I could transfer the money to another card and due to it being restricted there was nothing they could do! Every time I talk to someone it's like they're dreading the call and have that annoyed tone of voice. I have never had such an awful experience with a card before!
I was looking for better service from a bank and decided to give Key Bank a try. They claimed better service than my present bank, so I opened an account. They stuffed me in a credit card without my written consent and with an interest rate that was high. The following day I closed my account and walked out the door. Key Bank may say they offer better service but don't believe it. There are better banks available. I'm just glad it took less than a week to find out. Please do your research before approaching Key Bank. A little time of investigating them on the internet will save you a lot misery.
Have been an account holder for years. Always having issues with their online system and today was one of the worst. Tried to access my account to work on balances and found I couldn't access my statements. This is 2 weeks after they are normally posted. Turns out they were again changing their online platform, with no warning from when I was on in July or August. When I called all I got was "well some in your state are having issue and maybe it will be cleared up in a few days". Well it's today that I needed access & not days from now. I'll be another in the line this week to close accounts.
I opened a key bank checking account at a company Financial fair last month. After I opened my account, I tried to deposit my paycheck to my key bank account. However, the first deposit was not successful. I contacted Key bank and was told that I have to provide them a copy of my ID with my birthday. I then went to the Provo, Utah branch at 207 North University Ave Provo, UT 84603. When I walked into the bank, there was no one at the counter. I waited a minute or so before a female teller showed up. I explained to her my problems and showed her my ID. I expected her to make a copy of the ID but she looked at it for a couple seconds and handed it right back to me. I asked her if that's all she needed and she said "yes". To my surprise, I received a letter from Key Bank the day before informing me that they were unable to verify my information and had to close my account.
I went to the Provo branch again yesterday trying to figure out why they closed my account. The lady branch manager was on her way out to an appointment. I tried to explain to her my situation very quickly. She didn't look very happy. She told me accounts that opened at the Financial fair is a little tricky. She asked the female teller that helped me last time if she made a copy of my ID and she admitted she didn't know she has to. However, couple minutes later the branch manager told me the teller said I was just there to perform a transaction and that's why I showed her the ID. I wonder what kind of transactions can I perform when I had zero balance on my account at that time.
The branch manager also said they may have tried to contact me many times before they closed my account but couldn't get a hold of me. Well, I don't know who they may have called but I did not see any missed calls from them and I have never received anything from them by phone, mail, email or text when the deposit didn't go through or before they closed my account. The branch manager sounded rude the whole time and didn't seem very happy. She didn't apologize to me until she felt I was upset. I wonder what kind of bank treated their customer like this. They tried to cover their mistakes and put the blame on the customer. My other co-workers also had really bad experience with them. I will not recommend Key bank to anyone.
I'm sad to say that I am adding yet another poor review of Key Bank. We bought a new HVAC system and they promoted a 18 month no-interest loan from Key Bank credit card. Seemed too good to pass up. Wrong! Key Bank takes so long to process the payment (up to two weeks) that they have put late fees on us twice now. The first time I called and they agreed to waive the fee. Sounds good but was not. They waived the fee but increased my minimum payment. So the next month I received a higher late fee because I had paid the original minimum payment through a recurring payment I had set up through my bank. Then they started calling trying to get more money from me.
At this point I will pay off this loan at my first opportunity and tell everyone I know to never deal with Key Bank. And like someone else mentioned I think their call center must be based in another country. Every person I have talked to had a pronounced accent. Very frustrated! I should have checked this site first. I'm wondering if they could be subject to some kind of class action lawsuit for their practices.
I have my personal and business accounts with the branch in Eastwood, NY. The teller service is fantastic but the management is very unprofessional, rude and very inefficient. I find the bank manager very dull and with no customer service skills. I recently visited SEFCU and found a world of difference in the customer service. The people there made me feel important and wanted, unlike the Eastwood branch which makes me feel like I am a inconvenience.
Keybank sent an email to account holders a couple of weeks ago, saying that customers now have to enroll in a thing called "HelloWallet," and that their previous program, "budgets and tracking" would be eliminated and no longer accessible. The previous program was excellent, useful for quickly compiling tax related expenses for easy organizing into a tax return or tax worksheet.
Now, they have replaced this with a goofy program that promises to assess your financial health for you, and which "automatically" categorizes your transactions. The problem is, it does it absolutely incorrectly. So, you have to go in and manually change the incorrect categories. In my case, MOST of the transactions were categorized incorrectly. For example, vet and dental expenses are categorized as "mortgage" and "car / travel." Why? Screwed up algorithm, I guess.
Worst of all, there is no function to generate reports. So, what good is it? It offers to compare your income and spending to other people, to alert you when you are over your budget on something, but it can't sort your actual spending into tax related categories. Now, I will have to spend hours and days going through my 12 months of bank statements, labeling each transaction that is tax related, and then typing them into one document. My previous program simply required me to label the transaction online, then I could print reports for whatever categories I wanted to select. Now, NO reporting function. NONE. The most insulting part of this is that there was no choice. Just an elimination of a service that worked well, replaced by one with lots of hype and colorful graphics and exclamation points. It sucks.
Just talked to Key Bank. The woman was so hard to understand. Is Key Bank in another country answering calls? I am going to have a headache the rest of the day from trying to understand this person and asking her to repeat over and over. This is not fair to people calling for information. We are leaving Key Bank and this adds to the many reasons.
Online banking roll-out done without warning (warned after my account was messed up). Old login no longer works, could not successfully re-enroll without encountering 'general unexplained error' message at the end of the process. Local branch cannot help. Online chat person cannot help. Overseas telephone help (stay on hold for 30+ minutes please) is powerless to the point that they can only apologize profusely. Going on 4 days without online access to my accounts with zero explanation of what the problem is or when issues will be solved. "We are aware of the problem, please try again in a few hours" just isn't cutting it. Looks like the site is run through Oracle - our Fed Gov't's go-to company for creating cumbersome & clunky websites. This represents the last straw for me with Key - luckily I have accounts elsewhere which will make ending my relationship with Key relatively painless. LAME.
Key Bank is the worst. I would never recommend them to anyone. After 4 weeks of opening an acct, checks, debit cards, and Credit cards were never received, even after several calls to Customer service as well as my so called "Personal Banker" and several attempts to re-order them. Then they told me I could not close my account because it hadn't been 6 months yet. They screwed up my automatic payments, pay online payments. There was not 1 positive thing about this experience.
Key Bank has the worst service I have ever seen. When unemployment payments were on the chase card, I never had a problem with my money posting on time 12:00 am, but with this new Key Bank card, here it is 5 am and unemployment money still hasn't posted even though IDES states thru their web page that the unemployment benefits where posted. I call customer service and no one could give me an answer. Total spin off. I then called Key Bank itself customer service and they could not tell me anything. Not even a branch phone number for me to call. Key bank is by far the worst banking system in America.
Key Bank has horrible customer service. I requested a stop payment on a money order that I purchased from Key Bank back in June. I was told it would take 30 days for the money to return to my account. A month went by and then told 30-60 days. Now its Aug and 60 days gone by. Now I'm told 90 days. I have bills just like the average American. I keep getting the runaround and all I want is my MONEY. I been told by 2 people they will give me a call and never called me back. The banks have no problem taking your money but have the hardest time getting your money back. As soon as I get my money back I am no longer banking with Key Bank. I been with Key Bank since High School. I been out of high school now a little over 10 years. Key Bank is the worst bank when it comes to customer service.
I just created an account with Key Bank. Waited for my card that never came in the mail. I then called their customer service to be on hold for an hour and 25 minutes before I began to cry from frustration and hung up. Then seen that they had a live chat. Logged into the live chat and was just given the link for the number I had just hung up on. WORST CUSTOMER SERVICE EVER. I have had better customer service from 16 year old Taco Bell employees in the ** parts of Chicago.
Key Bank Company Profile
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