KeyBank

Reviews

• EB

  Emma B

  Jan 1, 2024
  1.0
  atm door is locked!?
• BB

  Becca Beard

  May 24, 2023
  1.0
  I have been with Key bank for years and have not had a bad experience until recently at their North Haven Branch! On May 5th I had visited the branch requesting a new card with the same number because my chip was acting up. Two employees informed me the card would take up to 3 weeks to arrive and I expressed it was a time sensitive issue as I was leaving the states for a vacation and needed the card. I understood there was a chance the card may or may not arrive before my trip. I had the employee mark the dates I was going to be away to ensure I would have access to my cards, issue me an ATM card, take my old debit card and request a new one (so I thought )… I called the Branch at one point during the week of May 14th to see if my card arrived, they told me it hadn’t and to give it a few more days. On May 22nd I went to the branch to see if my card had arrived, after checking the lock box and not seeing it, a third employee checked the system and said my card was still active. I reassured her the card number was active but the card wasn’t as it was no longer in my possession and a new one has been ordered. This is when I was informed the card was NEVER ordered! With leaving in 2 days for a trip, I was livid as I was proactive and ordered it in advance to avoid this problem! The employee began the process of ordering a new one and got the manager to approve expedited shipping as I needed it immediately. After explaining what happened to the manager, specifically that I came in 3 weeks ago on Cinco De Mayo to have this processed, he looks at me and said “You must’ve been drunk”…. I was in complete disbelief that the MANAGE of all people would say something so unprofessional and try to shift the blame. There is proof that I was in this location on that date receiving service. I know we’ll enough it would not have been appropriate if I wrongly accused one of their employees for drinking on the job, joking or not! The lack of respect and professionalism has made me start looking at other banks because this is not the type of behavior I should expect when I walk into a Key Bank Branch!
• TL

  tom lynch

  Jun 30, 2020
  1.0
  Please note...this review does not pertain to any particular branch. Customer service putrid. Called customer service number to inquire about getting a replacement for a bank card(with a balance) that was not received by mail(about 2 weeks late according to Key Banks website). I asked if the card could be sent to a different address and was told that I would have to change the address online and it might take up to 4 weeks to get the replacement. I was told that if I wanted to get the card more quickly(3 days), that I could have it expedited for $15 and that the original card would be cancelled. I agreed. Called the following day to get the tracking number for the expedited delivery and was given a UPS tracking number. I explained that my mail is forwarded to a PO Box and that UPS would not deliver to a Post Office Box. She told me that no cards could not be forwarded...whether by USPS or UPS. Wish I was told that earlier. So I asked how I might be able to get the card. She told me as a one time courtesy that they could send the card to a different address expedited for $17.50( I was told $15 and that they could not change the address the day before). I agreed. I was given explicit instructions of what information to send via e-mail to a Key Bank department that would handle the one time request, and that it would take 2 to 3 business days and another $17.50 to review the request and as long as all the required information was included, that I would receive the card expedited in 2 to 3 business days from then. I called on the third business from the day I sent the e-mail request to find out if there was any progress made in my request. I was told that the request would take 7 to 10 business days to complete and that they would send the card sometime after that. I got pretty angry because every time I called customer service they were always changing the information I had been given previously(the runaround). I asked to speak to a manager. The manager apologized PROFUSELY about 20 times to the point of being nauseating, but that there was nothing she could do. She could not call the department that handles the one time courtesy address change request or exchange information with them. Maybe the CIA handles their address change requests? So, on a debit card that was funded at the end of May, I am sitting here on June 30th typing an online complaint review with no card or knowledge of any rational prospect of receiving it.

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