KeyBank

Reviews

• CN

  Carissa Neely

  Jun 18, 2025
  1.0
  We haven’t been with this bank long, and up until now we had a pretty good experience. Now I have ordered something and was scammed. I never received a product and after proving I cannot contact this company. The companies emails don’t work and the reviews online (around the date of my purchase) say that many ppl been scammed and charged, that never received a product. The bank decided they weren’t going to reverse the charge. We will be banking elsewhere. I want to know in this day and age that my money is protected. It isn’t at this bank. Be leery. Yes it’s only 34.29 but I didn’t receive a product and if they had reviewed my request for a refund they would see I got no product, the websites were fraudulent and many ppl had the same complaints. But apparently they prefer to side with scammers. I have never had a problem in my 15 years at TD bank, I had a fraudulent transaction there a few years ago and they immediately reversed it and apologized. I am glad it came out now before we transferred our business accounts there. We will be closing our accounts, now that we know our banking information was compromised by that order and the bank will probably allow additional transactions from that scammer as well. This proves to me that Key Bank is not trustworthy . We will be keeping our Wells Fargo and TD accounts. I suggest banking at one of those banks. Not this one.
• CB

  Cassandra Black

  Dec 27, 2024
  5.0
  The experience we had with everyone at the Trexlertown office as well as the main office in OH was incredible. From start to finish our refinance took just over 30 days. We received updates on the status of the process whenever there was a process completed. We'd use them again if needed.
• RC

  Ron C

  Dec 7, 2022
  5.0
  I had the pleasure of having Tara in Trexlertown, PA giving me assistance ona mess my wife and I found ourselves in. She calmed me down and gave us what we needed advice-wise and assistance-wise. I know we took a financial hit, but she definitely got us out of a bad situation. She put my worries to rest. Thank you so much for all of your help!
• RH

  Rylee Holtzman

  Aug 24, 2022
  5.0
  The teller, Jami, gave me what was by far the BEST SERVICE that I have had there in a long time. She was personable, patient, and made me feel like a part of the key bank community! Your branch is incredibly lucky to have her apart of your team! She was the best teller I have had at any location, and will ask for her every time I am there!
• WO

  Wendy R.S. O'Connor

  Sep 18, 2018
  1.0
  We started banking here in 1996, back when it was East Penn Bank. The service was excellent. It declined a bit during the Harleysville/First Niagara years, but ever since Key Bank took over, it's been nothing but one issue after another. An attempt to refinance was so thoroughly botched, I would have pulled my accounts, except that it's so difficult to do so when you have direct deposit and automatic bill pay. In addition to failing to provide me with loan documents, a timely and accurate appraisal (what I got failed to mention three recent sales in my neighborhood within the last six months), and an attempt to increase the interest rate by one point because we declined to close on the scheduled date due to multiple communication errors by Key. When I attempted to address these with two different people at Key, staff refused to take any responsibility for their errors and essentially blamed me. Needless to say, we took our loan elsewhere. The latest is a failure by Key to timely endorse a claims check from our homeowner's insurance carrier following a water intrusion into our basement. I brought the check, which was made out to both Key and us, and asked to have it endorsed to we could begin the remediation process. I was told by Customer Service that all I had to do was walk into the bank with my claims documents and check and Key would endorse it - they did not. I was told by staff at the branch that the information had to be sent somewhere else, but that it would be a matter of hours and that I would get a phone call if there was an issue - never got one, by the way. As I write this, it has been ten days, and still no funds deposited into my account - this as mold grows in my basement. This is the last straw - service and follow through are abysmal. UPDATE 09/19: So we are refinancing so we can stop doing business with this bank. My new lender required a 30-day payoff letter from Key. We sent a request 3 weeks ago. A week ago, our new lender tells us that they were just told by Key that they can't release the letter because they can't read our authorization form. I call our branch office and ask for the payoff letter. Jeff tells me he can get it to me in 48 hours, or on Friday and that he will call to confirm that he is sending it. Friday comes and goes - no letter. No letter on Monday. No contact from Jeff. I call Tuesday morning. Jeff tells me he is still waiting for the "back office" to get the payoff letter to me, then tells me he can't talk because he is the only teller in the branch and has to take care of customers. He promises to call me back. He doesn't. I call Key Bank's customer service line and am told that it will take 5 - 10 business days to get me a 30-day payoff letter, and when I say I need it today, I am told that actually, the bank cannot provide a 30-day payoff letter because it's a variable rate HELOC. I say that Jeff at the bank told me he was getting one. She calls Jeff. She calls me back. She says they can't get me a 30-day payoff, period. Then she sends me the payoff figure as of today, which, of course, is not what I want or need. I call Jeff. I ask him why no phone call on Friday, or Monday, or today. He has no answer. I ask him why he told me he could get me a letter in 48 hours, and then didn't. He has no answer. I ask him why he said that he could obtain a 30-day payoff letter when others are telling me that's not possible. He has no answer. In case you haven't already figured it out, no one at this bank - at the local branch or main HQ - know anything. I firmly believe that this bank is either the most incompetent group of people ever assembled by a single organization or else they are engaging in deliberate fraud in order to keep my measly HELOC. Do not do business with this bank. Or, if you do, maybe have lots of psychotropic drugs on hand for when they inevitably screw up whatever you ask them to do.

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