KeyBank

Reviews

• AP

  Alyssa Peet

  Jun 2, 2025
  1.0
  On May 21st, I visited the ATM to deposit cash after the branch had closed for the day. After putting the cash into the machine, the ATM said there was an error and asked me to remove the cash. I did, but this did not register on the machine. After waiting at the ATM for several minutes with a line behind me, the machine timed out and said “We are retaining your card for security purposes.” The next day, I called the branch to see if they retrieved my card from the machine. The person on the phone said “since that was an online transaction, you need to call the 1-800 number and file a dispute.” I called the 1-800 number, and they said they would send me a new card. This is the last thing I wanted, as several of my bill payments and subscriptions were linked to the other card. Changing all of that information is very annoying, especially because the ATM sucked up my card, I did not misplace it. I asked the representative why I couldn’t pick up my card from the branch, and she said some locations don’t have keys to their ATM’s, which is why the branch employee asked me to call the general customer service number. Since I had no way of retrieving my old card, I reluctantly agreed for another one to be issued. The customer service member processed the request and said the card would arrive in 3-5 business days. I asked if rush delivery was possible, and she said that everything was processed and she couldn’t go back. In the past, I’ve had to cancel several cards and get new ones due to fraudulent charges on my account, and they would give me the option of rush delivery. The representative stated that I could visit a branch and withdraw cash or get a temporary ATM card, but my work schedule conflicts with every branch’s hours. Luckily I still had the cash that I was unable to deposit because of the faulty ATM. All of my experiences with KeyBank have been nothing short of frustrating, and I am definitely switching to another institution.
• DL

  Dave Lindberg

  Jan 29, 2022
  1.0
  11/5/2025 KeyBank had two ATM's. One drive-up and one walk in. They got rid of their walk in ATM. Now the drive up is 'temporaily down'. So now I have to use another ATM and incur a fee! I am not happy! Pre 11/5/2025 I agree with most of the reviewers here. 1. In person customer service is VERY LACKING. If tellers and the reps opening new accts do not like their job - either fake liking it or get a new job. I don't want excuses, I want a better experience. 2. ALWAYS a line to the door as tellers are not properly staffed. 3. Key Bank corporate policies are 20 years behind the times. I had fraud on my KB debit card. 99% of money was removed at the time. I contacted corporate customer service. They cancelled my card. Said I would have a new one in 3-5 days. It is day 10. I called customer service again, they said it should be delivered today. I has not been. I have to wait another 2 -days in hopes that the new card comes on Monday. 13-15 days without a debit card in unacceptable. Do not bank with Key Bank, look for something else. I will be moving to new bank soon. I am fed up with the non-sense.
• HB

  Helen Bogue

  Aug 2, 2021
  1.0
  Horrible branch!!! I deposited money in the ATM on Friday(7/30) the ATM came up with an error after taking my money and also said we are unable to return one or more items from this transaction. It printed a receipt saying the same thing than popped up on the screen to go inside and see a branch member. I went inside and was told because I used the ATM I have to file a dispute with customer service. I called keybank customer services who file my dispute and said they don't know why the local branch couldn't help me. So now I have to wait 10 days while they investigate this dispute than I have to wait another 3-10 days if they decided to give me a provisional credit. This was my rent money I was putting in the ATM and the branch didn't even care.
• HS

  Hayden Schreier

  Feb 4, 2020
  1.0
  Staff is beyond terrible. Talk about having common courtesy. This bank branch new absolutely nothing. I was told by corporate to solve my problem in bank but bank said i had to do it over phone. A complete game of denial and passing blame. Their ATM took my money after deposit locked it up no receipt and said call this number. I called number and they said to go into bank to get money. Go into bank next day and was told they cant help. Call the number. It got to a point i had to hand my phone to an employee to speak to their OWN CORPORATE. How hysterical. Eventually i got a refund but they had placed a “reported stolen card” on my account without my knowledge and rendered all use of the card and ATM deposits void. Guess what go into bank they say oh its the ATM it acts up and gets cold. Call corporate they have no idea. Had to call 5 days in a row for someone to realize i had my account frozen. Long story short im now at Chase

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