KeyBank

Reviews

• BM

  Bob Mack

  Dec 31, 2025
  1.0
  I've had a Key personal account for over 35 years and a business account for over 6 years and I just had the worst banking experience of my life at the Binford and 71st branch. I will be closing those accounts and moving to another bank. My complaint - the branch manager will not advocate for long time business clients, preferring to explain away responsibility to corporate customer service. And in this case, corporate customer service is not in agreement with the manager. On December 20 , I made a sizable business deposit to my account. It was a Saturday, so I didn't expect the money to be available until Monday. However, I discovered on the following Tuesday, December 23, that my deposit would be held until January 1. I have NEVER been told that it would take almost 2 weeks for a check to clear. And this check was from a local government agency that I had been doing business with for 4 years, depositing similar size checks from that same account almost monthly. This hold jeopardized my company payroll for the week of Christmas. So I called customer service once I discovered the hold. They were only able to tell me that there was a hold but could not tell me why. The agent I spoke with told me she was going to call the branch manager, the only person who she said could help, and put me on hold. Minutes later, she returned to say that the branch manager had already left for the day, so she had no answers for me. I then drove to the branch. The branch manager was, indeed, present. He looked at my account, telling me that there had been a lot of check fraud lately and that my deposit might have been flagged for that. My argument - the check was from a local government agency that was common to my deposits over the years. The amount was sizable, but modest compared to many of my deposits that had never been held. Frustrated as to how a local government check could possibly take 10+ days to clear, I asked the branch manager what could be done. He told me that he had no say in this and that I should call customer service. The manager further volunteered that he would suggest a line of credit to account for this sort of thing. Of course, I never imagined needing a line of credit to cover a 10 day hold on a local government check. Someone is not telling the truth. The manager was the only person who could help and was not in, according to customer service. But according to the manager, who was in, only corporate could help me. After I left the branch, I called customer service again, explaining that the manager had directed me to them. Customer service told me that the branch manager could not remove a hold, but that he could request that a hold be removed. By this time, the branch had closed and I was sunk. In my view, either the bank manager or customer service was lying. It was close to closing time - perhaps they simply wanted to go home. The bank manager who I spoke to in person had zero interest in advocating for a long time client by making a simple phone call that customer service seemed to think would have been routine. Yet, why would there be a 10 day hold on a local government check? I'm not a banker but this sort of thing could be resolved much faster than 10 days. And why would the manager and customer service point the finger at each other with different stories? Was the manager really out when customer service called? Did customer service really call the branch? And if customer service did reach the branch, why would they say that the manager was out when he was, in fact, in? The tellers are always pleasant, but if you get stuck in a situation and need management assistance, you are gambling with this branch.
• CM

  CHERYL MEARES

  Oct 11, 2025
  5.0
  They answered the phone the first time I called when two other branches (in Fishers and Noblesville) didn’t answer when called multiple times. The gentleman that serviced me at the bank was extremely pleasant.
• MP

  MLP Prez

  Nov 1, 2024
  5.0
  I've been banking with Key Bank for years and have always been happy with the service provided. Recently I had a small mistake on a deposit. As I entered the Bank I was greeted by a very nice man sitting to left of the entrance. He asked if he could help me. As soon as I sat down he seemed concerned for my well being while quickly figuring out the issue. my account is perfect again and I am greatful. Thank you to the kind man that helped me and thank you Key Bank.
• AM

  Angel Murphy

  Jun 11, 2020
  1.0
  Definitely will NEVER recommend with bank!

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