KeyBank

Reviews

• PS

  Ping Sequoia

  Dec 24, 2025
  1.0
  I recently received a KeyBank direct mail promoting its business checking account. Based on that offer, I went to KeyBank’s website and scheduled an appointment to discuss opening a business checking account. I received a written email confirmation for the appointment. Relying on that written confirmation, I drove approximately 25 minutes each way to the branch for the scheduled appointment. Upon arrival, I was told that the business account manager was not available because he does not work on weekends; it was Saturday. There was no prior notice of this limitation in the confirmation email or on the website. There was no way for any external customer to know the business account manager’s availability unless it was clearly communicated in advance. KeyBank’s system allowed customers to schedule appointments for a service the branch does not provide, resulting in a wasted trip caused entirely by KeyBank’s own internal operational failure. The following week, I contacted the branch and spoke directly with the business account manager. During our phone conversation, he understood that I am a single-member business with no employees and stated that I could open a business checking account using my Social Security Number. He then sent a follow-up email encouraging me to schedule an appointment and stating that he looked forward to setting me up (see attached screenshot). I scheduled the appointment using the calendar link he provided and received an official KeyBank system confirmation. That confirmation explicitly listed acceptable documentation as “Social Security Number OR Tax Identification Number.” The next morning—just before the scheduled appointment—I received a call from the same business account manager stating that I could not proceed using my Social Security Number and would instead be required to use an EIN. I explained that I already have an EIN. The business account manager then reviewed my paperwork and stated that my EIN showed a “DDS” designation, asked whether I was a dentist (I am not), and told me that KeyBank would not proceed unless I first went back to the IRS and had that designation removed. I pointed out that the day before, he had stated that using my Social Security Number was acceptable. The business account manager responded that this was a “miscommunication.” However, his changed narrative directly contradicts KeyBank’s own official written materials in its official website, direct mail and email confirmation. The official appointment confirmation, which lists “Social Security Number OR Tax Identification Number” KeyBank’s Business Checking Terms and Conditions published on its website, which define a qualifying business entity as SSN/EIN The KeyBank direct mail promotion that initiated this process, which likewise states that a Social Security Number may be used The business account manager eventually canceled my appointment just as I was about to come to the branch. Once again, KeyBank accepted an appointment and then failed to honor it due to its own internal breakdown, placing the burden entirely on the customer. This experience raises serious concerns about KeyBank’s business banking practices, including consistency, transparency, and adherence to its published terms. As a minority woman and small business owner, I rely on clear, accurate, and consistently applied information when engaging with financial institutions. Situations like this make it difficult for prospective customers to understand whether KeyBank’s stated policies are applied uniformly in practice.
• FP

  Fam Place

  Oct 29, 2025
  5.0
  They are amazing they waited for me an extra time after they closed so I can come and deposit a check very nice. Jane is great thanks guys and the managers and people there are so nice highly recommend!
• GG

  Gelo

  Jan 21, 2021
  1.0
  The guy with the Black Mercedes AMG Wagon likes to tailgate me and drive recklessly down Egypt Rd. I'm a customer at this branch with multiple accounts and appreciate all the help Bill has given me over the years. But starting next week i'll be moving my accounts to another bank. I don't wanna go into a bank and have to pretend to be friendly to someone that puts my life in danger on a daily basis.
• CM

  Crystal McGay

  May 1, 2019
  1.0
  My mom was a customer at this bank..and my payee for ssi...since the bank took over first Niagara we've had one too manu issues with them..they dont care of an account holer is sick to the point they cant take or communicate with someone else...my mom went through stage 4 lung cancer and all kinds of test...at this point she can barley walk. She has tp use a walker 24/7 and needs help everyday. My account for ssi is on her account and even though she cant talk normal we still have problems with this bank.. They tell you not to get angery or talk to them the way you should but yet then they have nerve to hang up on you cause your getting pisted off at soemthing that is on there end... Key bank sucks and has horrible customer service plus they cant speck correct English... Wow just wow...

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