Laurel RoadReviews of laurelroad.com

my account has been suspended for weeks and i might not get access to my account( which has almost of my money i have) for up to 90 days all because of a minor issue that every other bank would have resolved in a few days

I had such a horrible experience with them. Stay away!

Update from my last entry. My account was unlocked and then locked again a few days later. Spent 30 mins on phone while being transferred around 5 times to find out Laurel Road was closing my account. Whatever, just send me a check. Before I could give a mailing address, I got hung up on. Ignore the 5% savings rate. They are banking terrorists and they will take your money hostage.

I almost never write reviews, and never bad ones, but I wish somebody had warned me…so here I go. I opened an account, and deposited some money I would use to pay bills through their online billpay service. Apparently making a deposit and then having money withdrawn from an account is not normal banking in their eyes – so they locked my account due to these “suspicious activities” . And could give me no timeline on how long it would take to complete their investigation. Unfortunately for me, I also arranged to have my paycheck electronically deposited to them, since they offered a $300 bonus for that. Since my account was locked, the deposit of my paycheck was rejected. And it took more than a week for me to get my money. When I told them I still expected the $300 bonus since it was not my fault they locked my account, they sent me a very cordial letter saying they were “ending their business relationship with me!” In the short time I was their customer, there were actually several other problems as well. But hopefully this will be enough for you to find a different bank.

they locked my account and are holding my money from me as well. their customer service is closed. this is friday and it tells me to call back monday lol i can't wait for monday i need help NOW! i'll be closing the account monday when i call UPDATE: when i called back first thing monday morning they told me my account had been locked for my "safety." that my account had been accessed from "multiple locations" and that was somehow odd. I have two phones. a work phone and a personal phone. I have the app on both and check my balance from both. i also occasionally will check my account from my computer at home. I have ALWAYS done this since opening the account YEARS ago and nothing was odd about it ever, there were no fraudulent charges on my account and i had never called them with any issues. the lady told me they wanted copies of my license and social security card and a copy of my phone bill. i told her that I had done most of that when i opened the account and she replied "not your phone bill," well, here's the thing. you HAVE my phone number and if you want to verify it..i just called you on that phone number and i'm sure you have caller ID. look at it. send a code to my phone and i'll give you the code or even simply call me back and i'll answer. that wasn't good eough. i emailed them copies of everything at 8:30 am and told them i had went to the emergency room friday and needed to get my prescriptions from the pharmacy but they had locked my access to my money the entire weekend . she promised they'd review everything asap and open my account before 4pm at the latest. they finally unlocked my account after numberous calls at 6:30 pm. 30 minutes before that pharmacy closed for the day. the minute they released my money i cash apped the total balanced out and into my other account and will never trust laurel road again. I asked them to close the account but to this day it remains open. i won't be using it ever again and would advice you not to place your money and your trust in this bank

Opened my account in July and left today. I could not take their lack of customer service any longer. Any time you call with a question of why a transfer takes 1 week to another established bank, why you are not receiving your paper bank statements, or why you cannot make a payment thru Zelle, the answer is always the same. The person who answers the phone knows nothing, they put you on long holds only to come back on the online to say they need to send the issue to the "ESCALATION DEPARTMENT. No one ever contacts you back...never . When you call back in to ask why you have not heard anything, the process starts all over again. Then if you contact the parent company KEY BANK they say they have nothing to do with Laurel Road and they too, refuse to help. There is no accountability at this bank and no one cares about you as a customer or your money. Quite frankly, I found it scary to deal with them as they had control over thousands of dollars of my money! My advice is...do not open an account with this bank or their parent company Key Bank. Deal with a bank in your town so if you have a problem you can walk in the door and have a conversation and get it worked out. Laurel realizes you are not able to physically walk in, therefore stalls and lies to you over the phone. Just awful people!

Mostly-online bank that has sign up offers but is notorious for locking funds and accounts when you attempt to withdraw. Check the other TrustPilot reviews for hundreds with the same experience. My account has been locked for weeks, and despite filing complaints with the Consumer Financial Protection Bureau, Better Business Bureau, and the state Comptroller and threatening legal action, they still have not even reviewed my case yet, as I am told by their awful customer support. Fraud of a bank and their actions are illegal - avoid! Also their mobile app sucks Edit: in response to Laurel Road's incorrect reply - this is not for my "safety". It is to clearly to prevent me from withdrawing my money. A "review" that takes multiple weeks with no responses is not a "review" - it either reeks of gross incompetence from the top down, or is a scam.

This financial institution is the worst I have ever experienced. With this being an online only institution, relying heavily on the internet and technology, they waste so much time by requiring some of the most important aspects of the industry (i.e. setting up a Cash Advance PIN, refunds, etc.) being solely physical in nature. This is the 21st Century! I reached out to my other financial institutions, to get information as to how the practices that I was experiencing measured up with the rest of the industry, and Laurel Road is nowhere near the industry standard. I have been waiting over a month to receive my physical PIN mailer, with more than 3 calls about that in particular, and the mailer still hasn't been sent. If they are so out of date, as an online only financial institution, with their digital practices, how am I supposed to know that my financial wellbeing is secure in their hands through their digital security practices. I CAN'T! I will be leaving here as soon as I find a better replacement, which won't be long, I'm sure.