KeyBank
Reviews and Complaints

My auto loan with this company has been a complete nightmare. Half the payments that I have set up over the last years haven't been processed resulting in collections call and threats. Their system is antiquated and heaven forbid if you set up a phone payment. The customer is awful and trying to get a manager is exercise in patience. I had a 20 minute wait to get through and setting up a payment plan was like getting teeth pulled.

I have recently filed a dispute claim with KeyBank, because I have had $500 transferred out of my account every day for a total of $6, 500 without my knowledge, from 6/10/21-6/22/21 . I did not even know about this until I could not log into my online banking account, because my pin was changed. I found this strange because I did not change any of my information, so I called customer service. They put me on hold again and again just to transfer me to people from the same department when I wanted to talk to someone who could actually help me. Not only was my information changed and I could not access my account, they told me I only had $400 left in my account which was a complete shock to me-I receive unemployment every week so I knew that this was not possible. So when I was finally able to log in again, I saw that money had been transferred out of my account. At this point I filed a claim. My claim has been denied for the reason that "The cardholder authorized the transaction". However, I did not receive any notifications of suspicious activity on my account, and I was completely unaware of this situation. I did not authorize any of these transactions and this issue should be looked into further. I think someone got a hold of my account information, unless I got hacked. Either way, I did not receive any notification that money has been transferred out of my account. Furthermore, the account that my money has been transferred to is completely unfamiliar to me and I would like to hold this person who stole my money responsible for their actions. Please let me know what you can do moving forward, because I want my money back and I want to hold that person  accountable for taking my money. I would also like to know how the security works at KeyBank, since I did not receive any notifications about the transactions. How did these transactions get authorized if I did not authorize them? Thank you for your time. 

Aurora Lee

I had not been able to get into my online account for months. Online banking allows me to keep up with transactions easier. I was missing money from my account. It is harder to tell when you are over the phone. I finally got into my online account and had several charges from a playstation network when I don't even own a playstation. They are dragging their feet with my dispute and have yet to contact playstation network. I want my money back. I never made those transactions! Also why is there always a problem with your online. Also suddenly this card cant be used on Cash app.

I was told by the department of labor that four emails have been sent all together to KeyBank providing my proof of address, from June 25th 2021. Two payments have went to the KeyBank card in the amount of $1036. It is now July 10th. My card has been blocked since June 22nd I am in dire need of my unemployment benefits and now my rent and bills are backed up due to this issue. I was told numerous different untruths from the system is down and everything has to be entered manually to the 4th of July weekend backing everything up! This is absurd and unimaginable coming out of a pandemic where people are in desperate need still of their money that is entitled! Horrible and then the supervisors or representatives all sound like they're at home not doing any work! I hear TVs on in the background and all kinds of unprofessionalism. That's why emails are backed up and I can't pay my rent! I plan on pursuing this to the fullest extent from what I've been through emotionally stressed because emails are "backed up"? Unacceptable

Name is George Rolling and I'm trying to get another card because I believe someone has my card information... And my card was frozen when I first got my card, my addresses was 3570 high street... But when the pandemic started I stayed out in Chicago with my mom to help here, so I had my mail coming to 531 n. Central Park 60624 Chicago Illinois and since then I just came to South Bend Indiana and my new addresses 805 s. Bendix drive South Bend Indiana 46619... I just need a new card, and I'm getting an around about it... This is my new addresses

These overdraft fees need to be waived on my account you literally stole over $80 of mine even after i was able to put money in after the holiday and had no overdraft charges I want that money back onto my account or I'm getting lawyer and sueing KeyBank for a lot of money you people steal everyone's money who the [censored] gets charged [censored]ing 38.50 for $7 use that's [censored]ing pathetic and disgusting and the fact people couldn't get these money into accounts on holidays is not our fault I suggests you fix my account and take the overdraft fees off or KeyBank will be exposed for everyone to see how Grimey of bank Mexico ny KeyBank is people talk to you like your dirt and I'm furious I don't have that money back there's gonna be legal issues KeyBank

On May 26, 2021 I was contacted by KeyBank Collections Department stating my Key Mastercard was past due. On May 14, 2021 I made 2 On Line Transfers, one to my wife's Key Acct 3290 for $100.00 and one for $50.00 to my Key Mastercard Acct which was on time. I contacted 1-800 Key 2 You on 5/26/21 and spoke to a Linda who advised me - possibly if I did not hit Done On Line, the payment did not transfer. I immediately made a $50.00 payment to clear this up and she assured me I would not be charged as Late and would waive any fees and advise the Collections Department of the updates. Then June 2021 payment became due which I paid $50.00 on 6/11/2021. I was then charged another Late Fee of $39.00 on 6/18/2021 which I feel was unfair as I am trying to make an effort to resolve this issue. The $39.00 was what caused the balance due to escalate beyond what my normal monthly payment is. I am never late in making my payments on my Mastercard. I have been a Key Bank Customer for over 40 Years and feel I should be treated a little better than this. Maybe I should just stop into a branch and arrange to close all 3 of my accounts and shop for a new bank that better communicates and services their loyal customers.

KeyBank allowed for a foreign company to extract money from my account who are located in Pakistan and bankrupt my account for $2, 500.

I checked into Hilton on June the 12th I handed my keybank card to pay for the room but card was declined I didn't have 606 on card only 567. I then had to use another card to pay. Now keybank is holding my money on a declined transaction because an authorization code was issued. I want my money available and they are telling me not til July 26 it's insane!

My Key Bank card issued to me by NY DOL for unemployment payments was somehow fraudulently used to wipe my funds out on April 25th. After providing Key with everything they've asked me for, and being treated with nothing but disdain and disrespect literally every single time I've called, regardless of my demeanor, they still have yet to provide me with any answers regarding my fraud claim, and hang up on me consistently when I ask to speak to a supervisor. I also came to find out that despite whoever the company is that is handling Key Bank's Unemployment issued debit cards always asking for my social and identifying information, they never once (until my last call) made it a point to mention that I was not in fact speaking with anyone who actually works for Key Bank. To date, it is a complete mystery to me as to whom exactly I have been providing my social and other uniquely identifying information to, as not once have the representatives made any effort to identify the name of their actual organization.

I called in the beginning of April 2021 because my card would not swipe at any ATMs. I asked if I could have a replacement card, the supervisor Marta told me that there had been a change of address (which I never did) and that I would have to send in 3 pieces of i. D and proof of address which I did. I received an email on April 18, 2021 saying that my request for a change of address, for my card to be expedited and a card replacement was approved. I called and spoke to a supervisor named Richard and he told me that there was never a change of address which I already knew and was trying to tell them. I called today on May 3, 2021 and spoke to a supervisor named Natalia and asked if I could pay the 15 dollars to have my card sent quicker, she proceeded to tell me that I would have to answer 3 security questions even after I had sent in all the proof of i. D and been approved to have a card sent by ppd.documentation@fisglobal.com. I answered one question wrong and she told me that I would not be able to have the card sent overnight which makes absolutely no sense to me after I had been approved to have a new card sent. I have not had a card in over a month now which means I have absolutely no money for over a month now as well. I have kids and family to take care of and cannot pay my rent due to this error on their end and would like a new card sent overnight.

aDear Mr. Fiala I am trying to solve an Issue that I have with Key Bank. I have been unable to solve this problem at the local branch in Medina Ohio. Here is my problem. I am the son of William A and Vera K Shelton. My parents are ages 94 and 95. Early last year My Father asked for my help to do his Income Taxes. It became clear through that event that my Father was no longer capable to manage his financial affairs. I have dreaded that day coming for many years. My fathers financial structure compared to my own is complicated. Seeing to it that his quarterly taxes are paid. all of his and my mothers bills are paid. Taxes are filed. Their income stream is protected. RMDs are properly made, all is new and a little frightening for me. My father was Old School and had his assets spread over a number of Financial Institutions. I have been gathering them under the umbrella of Fidelity Financial. It has been and will be for some time an arduous process. It came to my attention that there is a Safe Deposit Box held at the Medina Branch. I knew at some future point I would need to get papers from this box. My dad a long time ago took me to the bank and showed me what was in the Box although that was a long time ago and I only recall a few of the papers. Anyway I went to the branch and talked to a women by the name of Chantell. I asked her what I needed to be able to access this Box. She said I just needed to file a power of attorney over or for my parents with the bank. I had a set of papers drawn up and then took them to my parents. It was for me a very difficult thing to do, go to them and say Mom, Dad, it's time for you to step back from the complications of managing your own finances. In order for you to do that you will need to provide me with the Authority to make your financial decisions for you. I felt like crying because my parents are such wonderful people and I my Sisters. and many of the people that know my parents have been spoiled and blessed with their presence. My father looked at me and he said Yes Son absolutely it is time. My Mother and Fathers signitures were notorized on the forms. This was not as easily done as it would seem. My Dads health was failing he could barely get out of bed now. We found out about a month ago that he was suffering with 6 broken Vertebrae. We had gotten him a hospital Bed so he would not have to climb stairs. My mother in caring for my Father got up during the night to help him to the bathroom. She slipped on the steps and broke her Ankle. So with 6 broken vertebrae and a broken ankle. Mom and Dad at 94 and 95 years of age had to get into the car and have their signitures Notorized on the POA forms. I filed these forms with Key Bank and didn't think much more about the Box. Until a few months later. I still work full time. I have a sister in Elyria.
We now had to take care of two bed ridden people. We did this until Mom could get on her feet. My Dads health was continuing to deteriorate so we decided we would move them to florida where my sister Nancy lives. My parents went to Florida twice a year every year. There was an assisted living facility that my Dads sister loved and My Mom wanted to live there. We were unable to get them into Shell Pointe but managed to find a very nice home Windsor near my sister in Kissimmee. The home wanted my parents Living Wills. I know these wills exist and I believe they are in the Key Bank SDB. I went back to Key Bank to access the Box and after a wait I was told No you cannot access the Box. They said the BOX was in a Trust and I was not a Trustee. Now I have not seen the Trust Document. It is probably in the SDB. My parents account with Fidelity was also inside of the Trust. They said that I was listed as a Trustee and I have moved literally milions of dollars over to Fidelity with just my POA and moved money that was also safe guarded by the Trust. So what was I to do to get into the Box to get the Living wills. I decided that I had no choice but to have a New "Shelton Family Trust" written. The bank did say that If my Parents sent a Notorized letter they would mail the contents of the box anywhere. I told the Bank that that was a Ludicrous solution to mail the unaudited by myself, contents of the Box. I could never say that anything had turned up missing. I could never say the box had been tampered with. I certainly would also not trust the mail. So... In Florida my sister arranged to take my Dad for an MRI on his back. That is when we found out he had been suffering with 6 broken Vertibrae. We had all been making exercise on his walker not realizing his condition. He was scheduled for surgery and had all 6 Vertibrae repaired with two seperate surgeries. I week latter my parents had to get into a car and go again and get signitures Notorized because of Key Bank. The New Trust was Drawn up by an Attorney in Florida. I Emailed ancopy to the Medina Key Bank Branch. They said they would not Honor any Trust Document that did not spell out that Each Trustee has independent authority. I questioned the Attorney in Florida on this point and he said Any Trustee can act on the Trust independently of another Trustee. I also have POA. I sent an Email to the Branch Yesterday that I was forced to Hire an Attorney. I also reminded them that if my parents at 94 and 95 were forced to Endure trauma at not being able to produce their Living Wills Key Bank would be held Liable. The Two Attorneys that I have contacted have not gotten back to me yet. I have just returned home from a midnight shift and thought that this might be another way to reach out to a higher official at Key Bank. Michael Shelton. You can reach me through the Medina Branch or Email me at [protected]@ att.net Thank You.

April 1st 2021 I tried to activate my debt card today, just to find out that when I call the number she instructed me to use the internet because its faster she says, I'm on a mobile and don't feel comfortable putting my SS# on the internet, but this useless bank requires it but only wants the last 4 digits on the card, so protect you're self but I can just leisurely put my whole SS# number so my I'd can be stolen of them internet, smart thinking on key bank part. When I got to key.com/activate it says it can't be processed because of information I have entered, which is the info you requested from me last 4 on car SS# and pin and no no why? I try again and a third time. Still nothing so I call customer service 5 times it rings twice and hangs up on me so I call the activation # the first one I tried when she said its faster online, 20 minutes later I'm still trying to figure out why I bank with this bank. They don't care about me one bit. I call the number to activate again this lady asks all the info again. And then states I need to call back at a later time to figure it out, why? There is not one person at key bank that can do anything to activate my card. Why? Online doesn't work and the #'s I call do not work. This is not convenient. I shouldn't have to guess when to call back to see if key bank had their [censored] together so I can activate my card for god’s sake. Where is the customer service where is the care? I can now see why you are closing branches left and right. You don't know what you are doing. And what fails when you don't care. You fail. And fail completely. Never have I had so much difficulty and none caring people just to activate a debit card people. Get it together

I did not file for unemployment with the labor dept and do not need the card.Already filed a fraud report with nys dept of labor with possible identity theft and do not want anyone trying to open an account in my name

Todd Cannon has been waiting three months since the initial reporting that $30, 000 was taken from his account .
[protected]@gmail.com [protected]
I call because he sick of trying to reach somebody from KeyBank.
They gave $3000 provisional credit than took it back did not notify him and did not give him information about the investigation. Although we have been asking for weeks now, We call the fraud line and they say to go to the branch we go to the branch and they don't have any information either. I emailed executive inquiry at KeyBank still nothing at all.
I would think it would be a decent maneuver on KeyBank's part to at least give Todd Cannon some information instead of nothing.

To Mr. Victor Alexander, Head of Western Region Operations / complaints board

My name is Andrew Lau at 1627 - 89th DR NE, Lake Stevens, WA [protected]. I am a customer of your Lake Stevens, Washington branch. Please investigate Ms. Anne Averill of your Everett, Washington mortgage officer, for her dishonesty and unprofessional manners in handling the whole refi process. I started with her in late December 2020 into mid January 2021 for a 15-year refi with a buy down @2.125. She quoted me the buy down rate and the fee and the P&I at that time. 2.125 is what we agreed on but now she claims she did the buy down @2.25 which she did not ask me for permission. Moreover when I have questions I called, texted, and emailed her but she never returned my messages. It also took her forever to send the file to loan review.

Mr. Alexander, I would like this matter closed soon before I initiate the next step.

It has been many purchases on my card that wasn't agreed upon I called for a credit report and never recivecd the report and spoke to a rep. Which is on record can u please send me a report or help me solve these transactions so I can get my money back please. This has happen many of times before and nohing was done. Yall charge me for a phone bill in the amount of 2, 500 which I did not approve of. U guys put the money back in my account but took it back

On 2/16/2021 I called to check my balance because my account showed that my weekly benefits had been deposited from wv workforce. The automated service said due to the status of my card there was no info available and transferred me. The lady told me that workforce had closed my account but workforce said they did not close my account that my payment had been applied to the card that they would not close my account through keybank they do not have access to do that. So where is my money?