KeyBank

KeyBank provides despicably poor customer service. They bully their customers into opening a KeyBank checking account to pay down their KeyBank mortgage. KeyBank recently blocked customers ability to simply and conveniently make additional online mortgage payments from a customers external bank. This convenience was available for years beforehand, but suddenly and without notice is no longer. Keybank cancelled this payment option in a flagrant attempt to force customers to open a KeyBank checking account. The only alternatives Keybank offers for additional payments is to either spend hours online with their chat reps, just up make a mortgage payment, or to drive to a KeyBank branch to pay your mortgage in person. If you try to use their online chat function alternative, it fails regularly. My last attempt to pay my Keybank mortgage using their chat function resulted in their lying to me that the charges were later reversed. In addition to these lies, they told me that KeyBank was supposed to have informed me of these so-called reversals, but they didnt. Ive learned that I must track my chat mortgage payments myself, and after a weeks delay, I must endure additional hours of multiple chat sessions to make a simple mortgage payment. It took me 3 different and incredibly tedious chat sessions AND an in person appointment with a banker onsite at a KeyBank branch, just to make this one mortgage payment! Incredibly, KeyBank does allow you to make online monthly auto-payments from your external bank, but will not allow these identical channels for any additional online payments, as they have allowed for years past. This flagrant bullying is disrespectful and dishonest, particularly given the considerable money Keybank makes off your mortgage with them. In response to this nonsense, I tried to move my Keybank mortgage to another bank, but was told by Keybank it would be ill-advised since my interest rate would increase considerably. So, I guess Ill just have to continue to do battle with Keybank to make my mortgage payments. Keybank should be ashamed for how they treat their customers
Mar 6th, 2024

Terrible Customer Service! Looking to take my money somewhere else!
Jan 4th, 2024

Getting better.
Sep 1st, 2023

Updating this again. I see I'm not the only review to complain about being charged fees for a closed account. Keybank provided the payoff amount to the title company, yet somehow after we closed our Keybank loan and paid it off, a month later we owed them $450. This is the worst bank in America (talking about Keybank HQ) and this is a horrible branch that doesn't know what they are doing nor how to fix the problems that Keybank HQ creates. Somehow I started a loan with Keybank in November of 2022 for $79,000 and when we closed it 6 months later we had a balance of $81500 and had paid over $1000 in fees. Doesn't make any sense at all. DONT DO BUSINESS WITH THIS BANK previously I wrote: If I could give 10 negative stars I would. If you want to do business with a bank who will double charge you and not return calls nor fix the problem, and sell you products that they don't actually have, this is the bank for you. Worst banking experience of my entire life. Lies. Selling products that they don't have but you won't know until after you close. Poor responsiveness. Poor follow through. Excruciating. I cannot recommend this bank to anyone. Beware.
Jul 4th, 2023

YOU WERE WARNED!! ___________ 01/09/24: I received a call from my lawyers indicating that the funds had been returned to them and I gained access to my money swiftly through a competent bank. Key Bank sent me correspondence on January 9th, while I remained uninformed for nearly two months regarding my finances; they had been "deducted" from my statement and my account closed. The executive office representative tasked with managing my case failed to provide a follow-up. In conclusion, avoid banking with this institution. A straightforward transaction may evolve into an extensive ordeal without justifiable reason. I am endeavoring to understand the basis for their accusation of fraudulence against me, which appears unfounded and unjust. __________________ 12/19/2023: Update: The person below said someone would be in touch with me in 2 -3 business day. Nothing has been resolved. I still have not received any further answers despite calling everyday. This is a complete NIGHTMARE. If you enjoy nightmares please bank with them to help them come true with the quickness. It has been over a month now and they don't care at all. _________ 12/08/2023 From my recent experience, I can only describe Key Bank as the embodiment of disappointing service and consideration for their clients. I had opened an account with them, into which I deposited a check exceeding $20,000 from my attorney, following a devastating accident that saw me extremely physically impaired. To my shock and dismay, they proceeded to lock me out of my online banking platform without providing any notification or explanation. Only two weeks later did I receive a letter offering some clarification. When I reached out to them in person at the branch, they gave me what seemed like an ill-conceived excuse, stating that _"lawyers don't keep their client's money in Trust accounts."_ and that the check number appeared suspicious. Consequently, they placed a hold on my funds and forwarded my case to the Fraud department. Learning afterwards that it is standard practice for lawyers to keep client money in trust accounts made their initial assertion seem even more dubious. They advised that I should wait a week for the funds to clear and assured me that all would be well thereafter. Even after confirmation of clearance of the funds, my account still remains inaccessible. Sadly, they are withholding funds that I urgently need for medical bills and family sustenance due to this harrowing ordeal. They informed me that the fraud investigation process would take ten business days, yet nearly a month later, I'm still waiting, with no access to my money nor an update on the progress of the investigation. This lack of communication persists despite my submission of all required documentation. To say this has added to my suffering is an understatement; forced to endure the appalling inefficiencies of Key Bank's fraud resolution process while dealing with significant personal trauma. In light of my experience, I absolutely **DO NOT RECOMMEND Key Bank**. It seems you could suddenly find yourself without access to substantial funds during challenging times and face their frustratingly slow process of resolution, all while they fail to communicate clearly regarding the reasons for your predicament.
Feb 4th, 2024