KeyBank

KeyBank Reviews

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Written by Cassidy Horton
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Edited by Tammy Burns

About KeyBank

This profile has not been claimed by the company. See reviews below to learn more or submit your own review.

KeyBank is a financial institution that has over 1,000 branches in 15 states, providing a range of banking products and services. KeyBank says it is committed to corporate responsibility and sustainability, investing $40 billion in community benefits, including affordable housing, small businesses and renewable energy. Customers have access to more than 40,000 free ATMs through the KeyBank and AllPoint networks.

Pros
  • Lenient overdraft protection options
  • Large ATM network
  • Focus on the community
Cons
  • Low interest rates on deposit accounts
  • Limited service area
  • Some monthly fees

KeyBank Reviews

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    Page 2 Reviews 10 - 40
    Sales & MarketingStaff

    Reviewed July 10, 2024

    I've never seen a bank ran so poor. If you need a bank teller forget it. I've seen people doing two or 3 jobs at the same time cuz of no teller not very helpful or friendly. I came in because someone was trying to scam my account. Same company 3 different times. I told them, "Hey let's open another account new one.." Nope branch manager said that would not help so getting a new card and not fixing the issue I guess all just have them hit my account again... collection of new cards... I was with the same bank 20 yrs no issues... I don't even see the lady anymore who helped me open this account. Big red flag!!

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    Customer ServicePrice

    Reviewed July 8, 2024

    If you want your business to survive - find another bank for your business account! I had my accounts debit card hit for over $15,000 in fraudulent charges. Key ignored the max daily withdrawal limit on the account and even paid several overdrawn fraudulent charges. Then they charged overdraft fees and low balance service charges on top of that. This happened almost 2 months ago and I still have no money in my account from the charges even after reporting them within 12 hours. Key will not have your back! Calls for updates get the runaround or are completely indifferent.

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    Reviewed April 6, 2024

    DO NOT USE THIS BANK!!! I cannot stress enough how horrible it is. I opened my account 3 weeks ago and still have received my ATM card. I was promised it today, now told maybe in the middle of next week! And it literally took 6 days to transfer money from one account to another. Horrible!!!!!

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    Reviewed Feb. 19, 2024

    I have had good and bad experiences with Keybank but this last one blew my mind! I have a 3000 dollars secured credit card with them. I noticed when I went to my online banking I only had a balance of 20.00 when it should of been 3000. There were no details online to clue me in what happened to my funds, it's wasn't tell. I called. I found out they were holding my money because I owed them for a 3.00 dollar goggle payment. For that reason they held my money!!

    I thought I was defrauded. It bothered the hell out of me because I was out of the country and would be using that money soon! I'm still in disbelief. That's my money they're playing with. That's why they call it a secured credit card! Their ** have nothing to lose!! So for them to give me a heart attack and ruin my day not acceptable. Change that. On another note two times I had fraud committed on my debit card and did not get my money back either time. I'll leave this with a positive note. Two months ago someone tried using my card out of the country and keybank busted them which I was very thankful.

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    Customer ServiceSales & Marketing

    Reviewed Feb. 1, 2024

    I tried canceling a fraudulent transaction through Zelle within hours of realizing the scam. After disputing the claim twice and getting the executive office- I was not protected or backed. KB takes NO ACCOUNTABILITY for their partnership with Zelle. I am told, or was given the “excuse” that Zelle is a third party vendor and KB does not work directly with them. Please tell me how a financial institution partners with a vendor that provides no financial protection. I was not advised to call Zelle. I even provided the bank with all the leg work I had done to investigate the fraud. Names, emails, nothing mattered. I guess the message should be- Scammers have at it! You have more protection than the actual customers! 20 year relationship with this bank. OVER.

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    Customer Service

    Reviewed Jan. 1, 2024

    Do not bank with Keybank. When I signed up for the account there was no minimum that needed to be in the account and I thought it was a great account to have to use to be able to contribute to my retirement account. My account was closed without my consent. The only explanation I received was that I didn’t use the account for 2 months. No one should dictate how often you use an specific account, especially when I had 3 other accounts I used through them. With the economy, and recently being hospitalized, I haven’t been able to contribute to my retirement account as often so of course there wasn’t any activity. There was no communication from KeyBank about the account needing to used before it was closed at all.

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    Reviewed Dec. 22, 2023

    You cannot see a list of transactions on their bank site. Let me repeat: you cannot see an accurate list of transactions on their bank site. That's wild. Even Venmo gives you a better idea of your account. The only way to accurate seeing transactions in your account(s) is to wait for the monthly bank statement. Using their online web portal or even downloading CSV files does not give you an accurate idea of money going in/coming out. In fact deposits are one file, checks are another, and some certain types of transactions will not show on any type of file. Save yourself the headache, and bank with literally anyone else.

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    Staff

    Reviewed Dec. 12, 2023

    We have had a very sad experience with Key, but could not be more delighted to have cut ties. We are a small-town family from Upstate NY. Key appeared to be a bank with local ties that could actually support travel and business beyond the area. In fact, their local staff have been quite friendly. However, their larger low-rent approach to banking business means that they have very very thin security to offer customers. On a trip to Mexico, we were defrauded of $500 in a very obvious scheme (CLIP MX*ALIMENTOS Y BE CIUDAD DE MEX (**)). This was one of nearly a hundred legitimate charges. We caught and reported the event immediately. Key responded like other banks have in our past: they appreciated our responsible reporting and refunded the defrauded amount.

    Some months later, they withdrew the amount stating that we were to blame. No actual logical explanation was ever given. The only logical explanation remaining, then, was that they knew they could gouge their customer and get away with it. I suppose they did, but I will be sure to write as many negative reviews as possible to warn others to stay away. In truth, if there is no way to feel secure against basic fraud, then what actually is secure with Key? Why not take your money elsewhere? That is what we did, and boy are we glad.

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    Customer ServicePunctuality & Speed

    Reviewed Dec. 4, 2023

    This isn't a bank. It's a place that takes your money and keeps it hostage. Only was with them for a month and they froze my account without even telling me and the bills I paid they stopped the payments and I got charged late fees and the so called bank never refunded anything that I got charged for. When I finally got a hold of someone to find out why my account had been locked/frozen they told me they suspected fraud. So I went to the local branch and we went over everything they suspected fraud with. They came up with six withdraws of fraud. I had to write down and explain what every withdraw was for and here's the kicker. They made me go get it notarized in which I was charged 5.00 for that. Days go by and didn't hear nothing so I called and was told that they wanted to see my truck loan statement from my other bank. I told them to shove their account up their **.

    It's been over two months now and I still didn't receive a check for what's in my frozen/locked/closed account. Called this morning and was told I should receive a check in 10 to 15 business days. I also asked about my zelle account. It needs to be closed on their side so I can use it with my new bank account. Their response to that was I must go into their branch to have it done. No one should have to go out of their way for their own money. This bank put me through the ringer the last two months not to mention I had to rush around for another bank because my direct deposit from my job was gonna be denied from the frozen/locked account. Did I mention there was never any fraud found anywhere in my account. If this bank gotta worry about fraud that much and don't have a security to catch it then they shouldn't be in business. I live paycheck to paycheck like most people and we shouldn't have to worry about where our money is going.

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    Reviewed Nov. 22, 2023

    Thieves. You're really going to keep my $7k+ for 7 days? Who does that. Thieves, that who. Next time somebody deposits a check, please let them know you will be holding it hostage for 1 week so they don't use that money. Especially right before Thanksgiving.

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    Reviewed Oct. 13, 2023

    Opened up a checking account because Keybank was offering a $200 bonus if I deposited $500 within the first 60 days. I made a deposit of $375 on Wednesday and another of $125 on Friday…$500 right! Keybank told me I didn’t qualify for the bonus because the $500 deposit wasn’t made all at once?! Closed my account on the spot! Avoid this bank if you value your time and money.

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    Customer ServiceEase of Use

    Reviewed Sept. 17, 2023

    I applaud KeyBank for ease of use of their online banking service, especially the use of keeping login simple with security questions rather than an annoying "code" to be sent to one's cell phone! I hope this trend continues.

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    Reviewed Sept. 14, 2023

    When I had a debit card they didn't let me know I went $2.00 over the spending amount until they added fees for a total of $750.00. 2 times they locked me out of my online account for 24 hours and made me change my password because they felt like it. I went for a $10,000 loan, having over $50,000 in the bank and they said NO? When I got an annuity they tricked me into signing a form so they could get full control of all my money (1,000's of $$$$) when I pass away! When I went to withdraw money, they refused to give me the funds in cash, they insisted I take a check? I do NOT trust them with any of my money, nor would I recommend them!!

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    Sales & MarketingStaff

    Reviewed Sept. 7, 2023

    Laurel Road is a scam. I reach out to Key Bank and Dianne from fraud team helped me out. Very professional. I highly recommend her outstanding service.

    Stay away from Laurel Road. They will hold your money for a long time.

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    Reviewed Aug. 22, 2023

    I opened Savings account online using a promotional code that I received by email from Keybank. I then contacted Keybank through chat to confirm my eligibility for the offer. Kaylee from Keybank confirmed meeting all the requirements and attached note to the account referring the promotional code. I contacted Keybank after more than 90 days to follow up on the reward and Lindsay in chat refused to process the rewards saying that the promotion was not used when the account was opened.

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    Customer Service

    Reviewed July 23, 2023

    Stay away from KeyBank. Worse customer service ever and. They holding to my funds and not releasing it to me. Can't get help and no one is actually trying to explain why they are doing this. Worse bank ever.

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    Punctuality & Speed

    Reviewed May 24, 2023

    I would give zero stars if I could. They put a hold on a mobile deposited check. 500 bucks. Called over 10 people with customer service and the banks themselves. Zero help. No reason for the hold. My boss said they took the funds from her BECU account the day after I deposited the check. No one knows why they are holding it. They said 9am next day deposit. Then it said May 22nd. Then May 26th. Still nothing. They claim they can't cancel it. I couldn't buy food or pay bills that are now late. Once it deposits I will be closing my account. This bank is horrible. Zero problems for almost 4 years. Until they stole my money. Wow.

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    Customer ServiceStaff

    Reviewed April 16, 2023

    My secured credit was 39.00 over limit 339.00..I transfer 65.00 from my KeyBank checking to KeyBank credit card. It showed me available balance of 20 something bucks. 10 minutes later I transferred 170.00 to credit card the same way, it showed my available balance 194.00. That night I purchased food for 24.50. The next day trying to get a hat and gas, my card was declined saying no available balance and deposits still pending. How was I able to buy food last night if that was so.. Keybank didn't know anything, I talked to 3 different people with 3 different answers and I still didn't get it resolved. Had to call a buddy up to loan cash for gas while stuck at the station..First thing Monday I'm switching to another bank and use their services..A bank that can solve problems.

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    Customer Service

    Reviewed March 5, 2023

    I received an advertisement in the mail to receive $500 for opening a checking account with one direct deposit before 12/9. I opened the account on 11/15/22, so I had to have the direct deposit completed in 60 days from 11/15/22 which was before 1/15/23. When I attempted to request the transfer of my direct deposit to my new Key account, the website stated that the NYS website needed to temporarily suspend service beginning 6pm Wed Dec 21 until 7am Friday 1/6/23.

    Due to these unforeseeable circumstances I filled out a hardcopy of the form and mailed it to the address on the form. I didn't hear anything about the transfer. On 1/6/23 I was able to access the NYS retirement website to request the transfer that would complete the terms. Unfortunately I wasn't thinking of the 60 day terms of opening the account. I thought I had 60 days from the end date of opening the original checking account. All this information can be verified by the NYS Retirement website. I ask that you do not sweep this under the rug. I truly deserve an explanation as to your decision.

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    Customer Service

    Reviewed Feb. 23, 2023

    100% never been so dissatisfied with a bank in my life. First off, I accidentally forgot to transfer money so a check would clear, so they took my online privileges by locking my online access. One time this happened! After 3 weeks my employer deposited $2,800 dollars, but because I couldn’t access my account, by the time I figured it out a week later, the day I called they conveniently closed my account and won’t give me a straight answer as to where my money is. I just want everyone to know this is how they take care of their customers. They suck!

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    Staff

    Reviewed Dec. 8, 2022

    In March 2018 I was involved in a roll-over truck accident and was hastily deemed fit for service by the Gary, IN emergency room. After 2 months the pain and swelling wouldn't go away and it was revealed I had broken my back in two places. Indiana I discovered has difficult workmen's comp procedures whereas it took 5 months to begin followup treatment/therapy. The WC doctors here in Indy released me in November but since then I had worked a series of unsuitable low paying jobs that were always tormenting my weak and painful back. I'm reasonably sure I have gotten to the point I can hang on to my current job and signed up for checking/savings. Then the horror show began.

    Key didn't like my credit report and locked my accounts, then came the lies and pretexts. The short story - after a month they bilked me with a bogus charge and finally released me. Yes these people are despicable. Want good banking? Try PNC or Woodbridge where you'll get a couple books of checks and goodbye MO fees. And yes this is all true but they don't care what you think of them.

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    Customer ServicePricePunctuality & Speed

    Reviewed Nov. 3, 2022

    They forced me to set up an auto pay on my loan. So I set up an automatic payment from my usual bank. They went into the account to do an auto payment and say there were no funds available (there was more than two payments worth of funds in the account), so they then turned it off and didn't tell me. (They say they mailed a letter but I never received it.) Never called me to say my payment was late or sent any email telling me it wasn't paid. Then put a derogatory mark on my credit report and they will not remove it. Just to make it more irritating they have been charging me $15 a month on my savings account due to lack of activity! As soon as my prepay off penalty time frame is over I am moving my loan to another institution as fast as possible. THIS BANK IS WHAT GIVES BANKS A BAD NAME!!!

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    Customer ServiceStaff

    Reviewed Oct. 29, 2022

    Don't set Zelle up through KeyBank. They will hold your funds for over a week and say they can't do anything to help. They insist that it is Zelle who controls the funds once sent but they are misinformed. Every person I talked or chatted with gave me a different response. They ALL need training. They are all robots.

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    Sales & Marketing

    Reviewed July 9, 2022

    My checking account was scammed via my debit card. I had made 2 donations to a charity and both times there was a charge attached without my knowledge/acceptance. One was $105 and the other was $124.99 with the names of two different companies. After disputing the charges, I was told that the Research Dept. found the charges were legit. I did some research of my own and found ample evidence that this was all a scam. I continued to push and was sent to the Executive Office and they did their version of research - sad and ridiculous and I would be embarrassed to send me the unreadable documents that they say substantiate their decision to deny reimbursement of any charges. This is a sham and it is obvious that KeyBank does not care about their customers who do not have thousands of dollars in their bank. Please look around for more options. I have been a customer for more than 20 years, but I'm done with them.

    Margaret

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    Customer ServiceStaff

    Reviewed June 15, 2022

    I had a truck loan through Keybank. I bought a new vehicle on May 17th, and the remaining two years of truck payments through Keybank was fully paid off. On May 26th, they still took the $500 truck payment from my bank account anyway. I called immediately, expressed my frustration that they stole $500 from my account right before Memorial Day weekend. I'm a father of 4, and $500 is a lot of money to be missing. The first customer service rep I talked to told me, "I don't know why you're so upset, it's not like we can keep it."

    It is now June 15th, and I still have not gotten my $500 back. I have talked to multiple people at Key Bank's customer service and supervisors. I was constantly given different information as to when I would be getting my money back. Some were at least somewhat helpful, but some were rude. When I asked for a supervisor to one rep, I was told, "Why, they are just doing to tell you the same thing I just did." and then she hung up on me.

    As of today, supposedly the check was written yesterday and mailed. But when all is said and done, they stole $500 of my money for a month. I would love to say that I have enough money that $500 missing doesn't affect me, but it did greatly. I absolutely need that money. I will never use Keybank again for anything. I am disgusted by their actions and the way they handled it.

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    PriceStaff

    Reviewed May 20, 2022

    We began using this bank recently, it sounded so good at first! I was not aware that if you have anything on Auto pay, and there is not money in there, it will deduct anyway, allowing you to go negative. Most recently I had 308.00 in overdraft fees for a 2 day period. My paycheck went in and due to the overdraft fees I had a little over 100 left of my paycheck. Everyone I spoke to said it could not be helped. The man at one branch told me every bank allows auto pays to come out, like I should have known that. Well my previous bank sure didn't! Things are expensive enough in the world, yet everyone's income stays the same. And your own bank is taking money and now there are even more bills you can't pay. I am beyond disgusted with Key Bank. I will be looking for somewhere else to do business because they will rob you blind and not care. Look somewhere else if you are looking for a new bank.

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    CoverageSales & Marketing

    Reviewed April 22, 2022

    Transferred recently to this bank, thinking of all the things they offered sounded great. NOT. Warning! This bank is a scam, my account was overdraft once, but they didn't send any notification stating it was overdraft, so I move money from my savings to checking to cover any negative balance, then they proceed to charge me $240 in overdraft fee! When I made sure I paid the negative balance and even had extra money just in case. Do not open an account with this bank, they will take your money and leave you hanging dry! And no, they will not reimburse you the money, they will tell you they can't help you with anything. Read reviews! Save your hassle of signing up with a Bank that takes all your money! Had to immediately close my account, since they left me with just 10$ in my account, a single mother that lives paycheck to paycheck, I will make sure everyone knows about this!

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    Customer ServiceStaff

    Reviewed April 21, 2022

    Warning. I went to Key Bank on a Saturday to deposit, in person, $6500.00 so I could buy a car. When I arrived, I realized that the bank was closed. I decided that I would have to make my deposit at the ATM if I were to buy the new car that day. I had all $100.00 bills so I thought it wouldn’t be important, (Boy was I wrong) I inserted my ATM card and put my money in the ATM, I could hear the ATM counting out my deposit then all the sudden the machine beeped and started spitting out money. I didn’t know what had gone wrong just that something did.

    I grabbed all the money the machine spit out and thought well I’ll just make a second deposit. At that point I looked up and saw that there was a warning sign on the ATM. It was then that I tried to retrieve my debit card back, only to realize that the machine would not return my card, I tried to figure out what to do but Key Bank’s machine didn’t even give me a receipt on the money it had taken and seeing's how the machine didn’t return my card I counted up the money the machine had returned to me and figured out that it had kept $5200.00 of mine. I stood there in front of the machine and got on my cell phone and called customer service thinking they could give me a service code to deposit the remaining balance of my deposit.

    I was told they didn’t know what went wrong and that there was nothing they could do and I would need to come back to the bank in person on Monday to try and straighten out what went wrong, I begged them and pleaded with them explaining that I was supposed to buy a car that day. To my dismay no one could help me. So, first thing Monday morning I was first to the bank before they opened and when they did, I went in and retold my story to a bank employee only to be told there was nothing they could do until Wednesday because that’s when they were scheduled to reconcile, they’re AT, I was flabbergasted, I could understand how they could just keep $5200.00 of my money after their machine malfunctioned. I pleaded with them to no avail.

    I left and called customer care and explained what was happening and had to be transferred to a supervisor before finally I was told they would count their til that day and call me, I headed back to the bank. By the time I got there they had counted the ATM and had found my $5200.00 BUT they told me they shouldn’t have counted their ATM money according to their manager and area supervisor so I was going to have to wait until they followed their policy and although they knew they had my money they could not return it to me or deposit it to my account. At that point I was beside myself and said I would have to write up a critical review. That’s when I was transferred to corporate and was told this would be thoroughly investigated and that I was in the right place to have this handled.

    Yet it still took them approximately 1 week before my money was returned to me and in between time I asked for 10% for my troubles and for the fact that I lost the car I was going to buy. After my money was returned to me, I was told by corporate that they had not completed their investigation and I waited two more weeks only to be contacted by corporate and told their investigation was final, I did not receive the 10% I asked for, so I asked for the $200.00 I was out for the money I had put down on the car, I was told I would not be getting that either.

    I didn’t even receive an apology or an explanation as to what had gone wrong. So, consider that before doing business with Key Bank. I personally would give Key Bank an “F” rating and have closed my accounts with them and move my banking business elsewhere. In summary, Key Bank's machine malfunctioned and ate $5200.00 of my money, then they held my money hostage, despite locating it the first business day, for ten days, causing me to lose the car and $200.00 car deposit.

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    Staff

    Reviewed April 13, 2022

    Key Bank was fine when I opened my account in 1996. That didn't last long. Key Bank is all about hidden, weird secrets & way too many fees. Zero accountability & they profit from their poor customers. Really pathetic. Community & caring... That is smoke & mirrors.

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    Reviewed March 31, 2022

    A MUST READ REVIEW!!! My brother in-law passed away in December 2020 and had checking accounts at the KeyBank in Martinsville, IN. My husband is the Administrator of his estate and KeyBank even fought him all the way. After thorough research of his accounts we found numerous occurrences of fraudulent activity. When KeyBank was notified all we got was the run around. The regional manager wouldn't even talk to us and the manager of the branch was the one that let the fraud occur. Eventually, all the branches were informed not to speak to my husband and especially myself.

    I tried everything to get them to communicate with me. We even filed complaints with the OCC which was a joke as well. We even sent a letter to the CEO which we found out went nowhere. The complaint finally reached the Executive team in January 2021 which is suppose to be the highest level at KeyBank. By looking at the fraudulent checks that were written on his accounts and even the signature card adding a signer, it was obvious that the signatures were forged. But all my persistence and claims have all been denied with KeyBank stating they followed procedures and since my brother in-law did not file a forgery claim (which he did try but the branch manager would not assist him) the forgeries are denied. As an Administrator for someone you are there to protect the deceased estate which is what my husband tried to do and KeyBank refused to let him. DO NOT BANK AT THIS INSTITUTION!! They cannot be trusted with your money.

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    KeyBank Company Information

    Company Name:
    KeyBank
    Website:
    www.key.com