KeyBank
Reviews and Complaints

Received Letter on Keybank letterhead. Talked to several customer service reps. They would not look-up account info to see if this is from their bank or a Scam. Does this bank support american veterans being scammmed?

On june 15th I deposited a money order from freedom credit union given to me as a personal loan to cover my security deposit and 1st month rent through my mobile banking app which was accepted at the time, next business day I received and email from keybank stating that it was placed on hold and that my funds would be available on 6/23/22 (see attached email) I went the following day 6/17/22 to keybank on high st. In holyoke ma to see what was the reason that occurred and brought the actual money order still unsigned and explained what just had occurred they told me that usually if I did not have the funds in my account to cover the amount of the money order which was $2145. The the bank usually holds it for 5 business days, in the meantime I have been restricted from accessing my accounts and/or my debit card, keybank teller told me I just had to wait until the funds were available to call prior to coming in to have the restriction removed and receive my funds, I had also called the keybank customer service & fraud dept. And was told the same thing. I called early morning on 6/23/22 to see if my funds cleared and was told nothing was pending and gave me the current balance I had after keybank took the overdraft fees, I go in-person to kebank in holyoke ma again so I can have access to my account and funds teler had to call fraud dept. And spoke to someone from investigation dept. Who went on to say that I could not get access to my funds because it was still under investigation which I couldn't understand if the money order cleared the funds were made available why I couldn't have access to my money again I was brushed off with no explanation or timeframe as to how much longer it was going to take. I left and once again called the fraud dept. I told them if there was anything I could do to expedite the restriction as this was the first time I had ever had to go through something like this, I mentioned that I was willing to go with the person who issued the money order to me and bring proof that fcu released the funds to keybank and/or if they could stop the deposit so that I could go to the actual bank that issued the money order so that I could cash it with them or deposit it with fcu since I just opened an account with them and was told there was nothing that I could provide and they could not stop the deposit again with no explanation or timeframe no solution. I don't even know when I will have access to my funds since I am completely restricted from viewing my accounts which at this point I feel it's unfair and against my rights to my funds that are just sitting in my account but they were quick to deduct the amount owed to them. Please help resolve this matter. Thank you

I received a card and the number to activate the card is the same generic number [protected] as customer service and the system is having issues finding the card and when trying to reach out to an agent as I'm typing I've been waiting in line for an agent for 48 minutes.

Your dispute department I'm so sorry to say it SUCKS straight out.

This company is THE WORST at protecting their customers. Back in September of 2021 (give or take at this point) I had $979.71 charged to my checking account at about 2am overnight, as well as several hundred dollars through my credit card through Capital One. I woke up and immediately called both Capital One and KeyBank.

Capital One found my investigation to be valid on the fraud dispute and as they should have, kept my credit and closed the case. KeyBank on the other hand, reversed all charges and took out the $979.21 back out of my account. Their "proof" was (the reps actual words) "we see you have used this merchant before, and therefore that supports that you must have made these charges yourself". On top of that, they had an IP Address of where the online purchases happened. Oh, and that IP Address not only wasn't mine (I provided my IP addresses to them as proof), but the IP Address they were sent (from Google Play) were originated from Buffalo NY and I live in Rochester NY. I also offered proof that I was home during that time over an hour away. They ultimately still held onto their decision and I was out of all of that money. It makes me sick still to this day.

Deposited three checks in the ATM at the bank on 40th Ave. in Yakima Washington the ATM took one check and spit out the other two all wrinkled up. Filed a dispute with an inside Banker. They said they would get a hold of me when the ATM maintenance showed up on Thursday waited nobody called nobody got a hold of me. Called the 800 service number and they knew about it but they wouldn’t call me finally put a stop payment on the check which is $35 I think KeyBank should be liable for the $35 The ATM is it their bank so if it doesn’t work correctly they should be liable. The 800 number told me that the guy said there was no check in there I know it was in there it probably eat it up like the other checks. Customer service bad

KeyBank is scamming their customers buy holding onto the unemployed money in order to invest it into short term investment funds to generate huge profits.

DOL sent a lump sum of (6*441=2646) payment to keyBank on 12/30/21 as of 3/14, I have not received a red penny. I have been calling KeyBank since 1/4/22; KeyBank was unable to verify my zip code; which is off by one digit. I am in awe how KeyBank system, on 11/5/2021, could have accepted & mailed my card to a Brooklyn NY address with a California zip code

They said it is not their responsibility to update the zip code on my address. I should go back to DOL. I went back to DOL on 12/29,1/28,on 2/4;on 2/6 on 3/10 on 3/11. DOL said they're not sure how KeyBank received the wrong Zip code (California Zip Code with Brooklyn NY address). Apart from not being able to pay my bills, & facing homelessness, I am concerned about how KeyBank identity theft policy. They sent a card with a Brooklyn address to a California zip code.

Today is 3/14/2022, the card was mailed on 11/4/2021, after over 3 months later, KeyBank's response to the issue is "I understand your frustration seems to be overshadowed by the the information we are providing". KeyBanks fails to face the fact that their service has fallen short of expectation, hence projects its short falls on the customer.

The only information I need from KeyBank is my card to pay my bills.

I did not know this bank existed until it showed up in my finance in a bad way.

On 3/11/21 a debit card for unemployment was sent out to my address.Someone called a asked for my card to be resent to another address and my money was stolen.The card was sent out on3/15/21.My taxes are on hold because it’s showing that I received that money when I never requested my card to be sent to another address.All my info is correct for me to verify my actual address so I don’t know how my card got sent somewhere else.Attach is a photo of loving from my unemployment sign so I figure the card was sent to a Brooklyn address.

I was charged 500.00$ to do a refi, I was turned down but they are keeping my money.

Steve Mendelson in Buffalo, NY says they keep the deposit on refusals.

Cliff Kemp

My account was frauded from key Bank all of my unemployment back pay was taken I was told I didn't need to do nothing else that I was going to get my money back not to worry about it well a month went by it's hard to get through to them I said I got my money back so then I was told asked if I had file the police report I was told I didn't have to but I went and I filed a police report anyways cuz I wanted to anyway I had to wait on the paperwork and the transaction history from key Bank to give to the police department as proof of my account every time they said they were sending it I never got it months went by and I still hadn't received it and they finally sent it after I kept calling and calling and calling and it's hard to get through to them so I dedicated a lot of hours into this and days I sent it a police report you can tell by looking at the transactions made on my key Bank debit card in my account when the frauds started and when they stopped I was told if I found a police report I would definitely get my money back I haven't I was told by super supervisor of the fraud department fraud department that I was definitely getting my money back I was canceled as a abusive card holder because of how rude the workers were to me except for the not all of them was that way but one of the ones you wouldn't let me talk in this kept saying whenever you're done Miss Tracy English and and was very rude to me and I told her that can I please after you're done can I please talk because you don't know what I'm calling about if I can't tell you what my problem is I never have received my money back my claim has been denied I've done everything I can and I need my money I've worked very hard to get my unemployment money this is putting me in a big bind I'm about to lose my home due to the cash flow I just want my money back I've done everything they've asked me to do please help me

I was.26 overdrawn and you charged me $38.50 then I deposit money along with other pending deposits and withdrawals and charge me another 38.50! So my deposits aren’t able to be credited or used while in “pending” BUT you can charge me another 38.50 for a pending withdrawal.

I am leaving a credit union now because of a job change, I will be going elsewhere to do my banking! Over 20 years with Key and I am negative TWENTY SIX CENTs - a quarter and penny and you charge me 76.00 in late fees! That’s wrong and immoral!

& So I feel very disappointed with not receiving notifications that my account was over drafted. I went to get gas and also seen a couple Amazon prime charges, and of course they charged for each one. My account never reaches overdraft my I had got a very short check form my job two weeks ago due to me being off for covid. Now I called in to have the fees waived since it was my first time ever, and they only waived one. When it’s 3, 38$ fees on my account. Which once again, I was notified of. I feel as though the company is very poor for the way they handled my issue, they waived one fee which I do appreciate but I didn’t have 100 dollars extra to pay in pointless [censored] fees, I will take this all the way. It was no one of importance to speak to besides a supervisor which that simple position can’t handle my issue. I will search near and far for the corporate office write them whatever it takes to have those fees waived. I can see if it was frequent then I wouldnT even be upset.

I've been trying to get a new card after keybank canceled it without notifying me on my child's birthday…for over two weeks now i've been getting the run around they asked me to send in proof of my address I did and still no card this is outrageous I can't believe i've been without assess to my money for almost 30days and all I keep hearing is give it more time…

To Whom It May Concern:
I am writing to file a formal complaint against the predatory loan practices at Key Bank. In particular, an abnormal prepayment penalty ($52, 206.88 on a $285, 000 loan) that I was unaware of but was part of a loan I was induced into signing under the false premises that this loan had better terms than the original loan I had with New Alliance Bank which is now Key Bank.
I am Veteran, 72-year-old woman and owner of Body Secrets, LLC, South Windsor, CT, for a little over 15 years. In May of 2006, I took an SBA Loan to finance two business condo units for my business which all aspects of the loan were explained to me fully. In 2018, I was approached by a Key Bank manager, to see how Key bank could help to insure the survival of the business. At that time, my SBA loan interest had gone up to almost 10%. It was then suggested that refinancing the SBA loan would be a good option for the health of the business. I was called from work to sign loan documents, which each page was quickly explained but there was no discussion about a pre penalty payment fee. This loan had a lower interest rate then the current loan but I would have never agreed to the refinance if I was clearly made aware of the potential amount a prepayment penalty would be. Given my age the bank had the reasonable expectation the loan would inevitably would be prepaid. On its face, they were helping me by offering a lower interest rate loan but the facts are clear they targeted me with a lower interest rate loan knowing that they would profit to my detriment by putting prepayment penalty language in a loan document that is impossible to interpret by the average consumer. They made no verbal representations of the existence of the penalty. If they did make such representations, I would not have agreed to the loan.
In February 2021, I decided to put the property on the market. The business had suffered due to Covid and lack of employees made it impossible to continue. Other factors in my decision to sell is my age, the need to raise my teenage granddaughter and take care of my husband who is not well. The decision to sell was based on receiving the full equity in the property from the sale. These funds are necessary as they were to provide a savings for me so I can retire and be able to spend time with my granddaughter and ailing husband. The property went under contract and closing was set for June 30 2021. My attorney had discovered the pre penalty fee of 52, 206.88. I wasn't aware of this exuberant amount of penalty. I knew my SBA had a 1% fee, but I was told there was no penalty for paying off loan early. At this point and time, I am in a worse position because of the unanticipated penalty and capital gain taxes to be paid as part of the sale. People should be able to trust banks with all aspects of banking needs.
This kind of situation should never happen to anyone. Please let me know next steps in filing a formal complaint and the process to recover this penalty.

Respectfully, Sandra Daiello

The Stanley Z. Greenberg Marital Trust (Key Bank #SUCC CO_TIA 0753701)
commenced in March 2004 with Key Bank named as Corporate Trustee. Since 2019, I have been questioning the depleting of funds with little or no help from the Trustee. During my (and my chilldren's) investigation we prepared a spreadsheet composed of information provided in the Quarterly Statements supplied by Key Bank, dating back to its inception. From this spreadsheet we discovered a possible answers might be overpayment of federal taxes as well as excessive fees . In December, 2020, I was informed by the Attorney who prepared the original document (and he was informed via email from the Trustee) that neither I nor anyone in my family was to have anything to do with anyone in the Key Bank Trust Department. Without any contact from the Bank since that time, $24, 212 appeared in the second quarter statement of this year as a "refund 2015, 2016 Federal Taxes. I have no idea what is going on and still have other unanswered questions . I was "fired" as a client!

My name is Attorney William Gambardella. I am the senior partner of Gambardella Cipriano Gottlieb & Hathaway PC in Hamden CT. I have worked with Key Bank and its predecessors for the last 30 plus years. I hope this is the appropriate forum to express my concerns. While everyone has the right to express their opinion it is unacceptable to have an employee use their position to misrepresent the actions of an attorney and to suggest that they had in anyway represented them. Your employee Gillian Hernandez in Barre, VT has crossed that line of decency. She knows she did even though she regularly posts her opinion in this case she used a pseudonym to hide her identity. She posted the following under the name of Hiil dillon:

"Working with Nicole Barillaro has been FAR below acceptable. I have never heard a professional address clients at this level of disrespect and have such a lack of basic phone call etiquette. Aside from being unapologetically disrespectful, she will tell her clients whatever it is, that it's not her problem and hang up on you. I'm surprised this person is representing this firm and shouldn't be allowed to speak to clients. Save yourself a major headache and find someone who will take care of you and treat you with basic human decency."

Attorney Barillaro's description of the event is as follows:

On Friday, July 23rd I received a call from my client who was at KeyBank in Barre, VT having documents notarized for the sale of real property from the estate. The notary grabbed the phone and explained she accidentally notarized a document which the other Co-Executor was to sign - and demanding I send her the counterpart original notarized signature page before she would release the signature page she accidentally notarized. I explained that wasn't an option, as time was of the essence in closing the sale of the property, and that I was not responsible for her mistake in notarizing the document. She did not like my tone or reference to her mistake, and screamed "oh my god THIS is your attorney?!?" after which my client grabbed the phone back from her. A review was then posted referring to that exact exchange - from a seemingly fake account - but I can ensure I have not had a similar exchange with anyone else - so I know it was Gillian Hernandez.

Gillian was given options by Attorney Barillaro to fix the error- she instead chose to lie about her online. I ask that she be instructed to take down the post rather than escalate this beyond what is required. Gillian made an error- instead of taking advice from an attorney as to how to fix it she instead acted to the detriment of your customer and the bank.

Thank you

William V. Gambardella
This is a link to the post on Google Maps
https://goo.gl/maps/7htWXFPakjqY3tqt5

Every single time I go to the bank the ATM is down or not working, or you can't withdraw cash from your account. I also got charged an overdraft fee because I wasn't able to DEPOSIT money. This is ridiculous, worst bank I have ever been to. When I went in to deposit money the computers were down.

My name is Rose Evelliard
Address: 729 Kelly st apt 2 Bronx, NY, 10455
Tel: [protected]
Bank id: G4x

I'm sending my data and copies of the light bill for my current address, a representative had explained to me that i needed to send the copies of my address, which is the one I'm sending and i hope somebody could help me resolve this problem.

Thank you for helping me.

My name is Gary Schenk and i had an account at Key bank. I deposited a check from Bank of America and I wanted to send some money to a friend. Your branch manager, Katie Samuelson, at the Lakewood branch in Jamestown NY denied me the opportunity to do that because she screamed that the BofA check was counterfeit and put a hold on my account. I accrued late payment fees due to the fraud department taking over two weeks to declare that the check was indeed a legitimate check. Then they told me they were closing my account further putting me jeopardy of accruing more late fees as I scrambled to get another bank set up. I believe Katie could have handled it better with all the education she seems to have. I am very disappointed with Key bank and will let everyone I know what a terrible experience I had with you institution.