KeyBank

Reviews

• EZ

  Emily Zhang

  Jan 5, 2025
  1.0
  This is the longest review I've written on google. I was once a KeyBank employee myself and have been a KeyBank customer for years and happy with them. This review is more for the branch rather than the bank. I had a really bad experience with this branch last summer when I went in to submit a stop check affidavit for a check from my KeyBank account (KeyBank sent out the original check and it was supposed to be delivered within 10 business days but it had been missing for a month, so I had to assume that the check was lost and hence was trying to stop the check). The instructions on the affidavit form says that I can fill the form and bring it to any KeyBank branches. The first time I came here, only one teller was there and she told me that I needed a banker to help me. I asked when they would have a banker onsite, and she suggested that I come back another day. I came back next day and they had a few bankers working there. I waited in the lobby for a bit and one banker came to me. After knowing what I needed, he told me that I had to make an appointment with them. I made an appointment with one of the bankers there for another day. I came back to the branch at the appointment time. This banker that I booked appointment with was still with another client. I waited for 40 minutes or so pass my appointment time for them to finish their appointment. They didn't even apologize for the long delay. I finally handed over my affidavit and the banker notarized it for me which I appreciate. However, she then gave the form back to me asking me to mail it myself. I pointed the instructions on the form to her, telling her that the form says that I can drop it at any branch and that's why I was there. Her response was that she had no idea what to do with the form. She called the internal support team at KeyBank trying to understand what to do with it, but I didn't think she figured it out. Eventually she told me that she could either mail it for me or I can mail it myself, and I asked her to please mail it for me (I was really tired of this... making 3 trips to this branch and spending hours on a simple stop check affidavit). I could see that she was not happy that I wouldn't just mail it myself, and she said something like I can't mail it for you today because of something (honestly don't remember the reason). I told her that I didn't mind and she could do it tomorrow because I just wanted to hand it over to the bank/branch and be done with this matter. I left the branch. Later on the same day, I got a phone call from the same banker who had my affidavit, telling me that she couldn't mail it for me because of somethings happened at the Fedex office next door. I told her that she could find another place to mail it or just wait until she could mail it. She insisted that I should go back to the branch and pick up my affidavit and mail it myself. I was not going to make my 4th trip to that branch so I told her no because it was not convenient for me to go there. She then questioned me:" Don't you work nearby? Why is it not convenient? Why couldn't you just come by?". Thank god she knew that I have a job! I have made 3 trips and taken hours off work for this matter, why would anyone think it was convenient for me? The whole experience was ridiculous and I eventually decided to just call KeyBank customer service. I have to say KeyBank customer service was amazing or maybe I was just lucky to be connected to a really nice and knowledgeable agent who handled my affidavit in less than 10 minutes. Thank you for reading till the end.
• KA

  Katie Arrington

  Jul 8, 2023
  1.0
  PSA! DO NOT BANK HERE! Horrible customer service! I went into this location to cash a check like I normally can at a key bank(note: my check is a key bank check) and was told I can't cash it because I don't have an account. However, at the key bank in Newcastle I am always able to cash a check! Without an account because it is a KEY BANK CHECK. When I asked for the branch managers name and the associate working at the time they refused! This happened today at 11am at the factoria location. DO NOT BRING YOUR BUSINESS TO THIS BANK!!!
• BW

  Brian White

  May 31, 2022
  1.0
  Worst experience in my life with a big bank. I tried to apply a car loan from the Key Bank Factoria branch. I have very high credit score that I could get loan from any bank. This branch did the classic bait-and-switch strategy. They promised me an attractive loan rate at first, told me I was officially approved but kept delaying the process for about 14 days. On the day I needed to pick up the car, they suddenly raised to rate by another 1%. They also asked me to open up checking and savings accounts and deposit large amount of money and set up direct pay, but they never gave me the opening bonus ($400) that they promised. The banker and the store manager were very unprofessional. They had never heard of a preapproval letter when I requested it. I was very frustrated and I called a different bank for 5 minutes. Immediately after I hanged up the phone I received the approval letter with great rates and I used it to settle down the purchase at the dealership on that day. I called Key Bank customer service and reported the issue twice. I have not received any explanations or follow-ups. Apparently they did not care.
• CL

  Charles Lin

  Dec 16, 2017
  5.0
  The staff in this bank are super friendly. I have had pleasant experiences banking with them.

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