KeyBankReviews of key.com

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