KeyBank Reviews 195

In Moderation
Reviewed May 31, 2026

Our solar panel loan is through Keybank. I have paid our loan every month on time since 2021 with one exception due to an online banking issue. When my husband was about to pass away in February 2026, I contacted them to move the account into my name. 99% of their business is only done through email with it often taking days for a response. They told me I would have to apply for a new loan in my name or pay off the loan, but the loan paperwork was all about buying a new house which didn't make sense. That was infuriating since it was just the same home in both our names.
When I finally got enough info. to file paperwork, I apparently missed ONE encrypted email asking for more information. The next info. I got about a month later was that I hadn't finished the loan application and that they were about to call in the loan. I missed one phone call on May 20, 2026 and returned that the next day. I immediately started new paperwork, but then I was told that as of May 26th, the loan had already been sent to a collections agency. That was the same day I received a notice by mail that they were calling in the loan for over $13,000. THAT WAS THE FIRST AND ONLY INFORMATION SENT BY REGULAR MAIL. Supposedly, they made numerous attempts to collect the debt. If they could send an actually letter about sending the debt to a credit union. Since I was only able to talk to a live person twice in three months, I did not have the information I needed to resolve things in a timely manner.

I've read that KeyBank is under review by Connecticut banking authorities and Federal Banking authorities for fraud. They've been holding customers money for excessively long. And blocking people's accounts to delay their access to the fund so they can collect interest. I've experienced this myself twice the first was with a bank check from my sister from a Connecticut Bank in Bristol which was totally fine and they would not release the funds they put a block on my account and even though they withdrew the funds from her account which was very fine for her by her bank they would not release the funds to me the second one was from a bank check which was supposed to be released the same day or next business day they blocked that account and they wouldn't tell me when it would be available they said they would have to investigate it they said that would be at least 7 days and it was a bank check the funds were available from a reputable Bank. When I found out they were being investigated for fraud I could I could confirm that myself and I closed my account

My sister has Alzheimer's and had paid her caregiver by check throughout the year 2025. The checks were scrubbed, dollar amounts significantly increased, dates were changed, and were deposited via Remote Deposit Capture (RDC) by the caregiver through KeyBank. The amount of overage fraud exceeded $65,000 during this time.
Banks are required by law to use advanced imaging technology and fraud detection algorithms to catch fraudulent checks prior to making the deposits. Once fraud was detected and reported at the end of 2025, a copy of the deposited checks was obtained from KeyBank. Based on the amateurish check manipulation, it should have been readily apparent that the checks had been scrubbed.
Keybank representative's response within 6 months of reporting the fraud? Not my problem.

This bank has poor customer service in the local branch. They are rude, and pushy. They are constantly trying to get you to open more accts, frequently calling asking you to come in and discuss more financial options. They are like used car salesmen.They aren't friendly and seem to hate their jobs. I have had many fraudulent charges, which can take up to 90 days to get resolved.

Quite upset how I couldn’t use the ATM for key bank in downtown , Pittsburgh.

No words.. False advertising to the fullest. Where is this so called professional customer service? Customer Care service representatives are absolutely clueless. Do not undersand basic English, customer needs. There must be leagal recorse to hold KEY BANK accountable. False advertising as I am yet to find a professional customer service representative. Or even a person that can actually do hos or her job. Better off with your money under your mattress. Absolutely disgusting what we as clients have to endure. 2 weeks of this and nothing.

Key Bank might be the worst bank in the history of banks. First, they close my local branch (Devon PA), forcing me to an inconvenient branch 20 mins further away (Malvern PA). Then, they repeatedly and inexplicably “temporarily” close the Malvern branch and tell me that I now need to use the Exton PA branch, which is another 15 mins away. It’s awful and customer unfriendly. Their offerings certainly don’t compensate. Their only positive has been their friendly staff. Saying goodbye to this bank.

I’ve been a customer of this bank since childhood, so I’m extremely disappointed with how my recent dispute was handled.

My Apple account was used for unauthorized in-game purchases totaling thousands of dollars. When I contacted the bank, I clearly stated that I did not authorize the charges. The bank temporarily credited the amount back while they reviewed the issue, but I was told communication would only be sent by mail.

Later, the credit was reversed without any clear warning or timely communication that I received, which left my account with a negative balance. I understand that banks have investigation processes, but the lack of communication and support throughout this situation has been very frustrating.

At this point, I’m seeking legal advice, paying off the balance, and planning to close my account. After being a loyal customer for so many years, I expected better communication and customer care.

They started charging me a $25 monthly service charge without telling me on an account I don't check that often, despite keeping high balances in my other accounts and having a long standing relationship with them. I asked for those to be reversed and the branch manager at the downtown Seattle branch refused so I had to file an executive complaint, and after 2 months, nothing has happened and they won't respond.
I would not recommend banking with them based on this awful service and usurious fees they charged me without any notification and horrible service in trying to get them credited back.

Reliable bank and great customer service.

Been at this bank for four years tired of some of the newer staff they have working there. Don't want a savings account so why is a banker trying to force it on me? Would love to find another branch. Not happy at all by the way I have been treated here lately.

Unprofessional Service and Poor Management at South Buckley Branch
​I am extremely disappointed with the service I received at the KeyBank on South Buckley in Aurora. I arrived at 5:10 PM, well before the 6:00 PM closing time, intending to open a new account and check an existing one.
​I sat in the lobby for nearly 20 minutes while a staff member walked around the building, seemingly ignoring my presence. When she finally acknowledged me at 5:26 PM, she claimed she could not help me because she was assisting one other person and "it would take a long time," effectively turning me away 35 minutes before the branch closed.
​It is unprofessional and frankly concerning to be told a bank cannot service a customer during posted business hours. Furthermore, seeing only one staff member active while multiple cars were in the lot raises questions about staffing and efficiency. Being told to "make an appointment for tomorrow" or drive to a different location is unacceptable when I am standing in a fully open branch. I expected to be treated with the same priority as any other customer. This experience was dismissive and highly unprofessional.

Terrible rude and aggressive customer service at the Guilderland Branch. Maggie was the teller. She lied to me and said she was the Bank manager. I Tried to cash a check written on a Key Bank account. Nothing but attitude because I do not have a Key Bank Account.
This is why I fired Key Bank 15 years ago as my commercial and personal bank.

poor bank
they have nothing good

I requested a remittance from KeyBank for overpayment of property taxes to my escrow account. I was provided a form to submit to KeyBank in order to receive the remittance. After submitting it, I was unable to get a response from my account manager. I tried calling her, leaving phone messages, sending emails, with no response. I called the general phone number to ask how I could get a response. This person was unable to contact any of the account managers during working hours. Finally, the manager of my account manager contacted me. She was helpful. But, that wasn't the end of it. I was told that my remittance would be prioritized so that it could be processed by the end of the week. Of course, this didn't occur. The following week, I asked for an update by email concerning the remittance, and my account manager (not her manager) simply said it hasn't happened yet. Duh... that is obvious. Not helpful, and even stupid on her part. I'm still awaiting the remittance.

I opened a checking account with the NE Phila branch. I chose Key because there was a promotional offer for new accounts. I went in and set it up in person, explained why I was using them, supplied the promotional codes and fulfilled the posted actions and deposit requirements, but am now told it is not valid due to their error. It cannot be corrected and I can’t open another account to get this benefit, as I am no longer a new customer.
Was told I can just close my accounts and go somewhere else. What a terrible way to run a business.
Save yourself the headache and “go somewhere else”.

If we’re just talking about the branch tellers, 5 stars. The vast majority of them have been wonderful to me over the past decade + of banking with Key. The back office folks? Awful. I’m convinced at this point that you have to take a Customer Service Deprogramming course just to get an office with a door at KeyBank. It’s as if the folks who work every not customer-facing role have forgotten that their account holders are actually customers.

I have 4 business accounts and 3 personal accounts with Key. I would imagine they would eventually stop talking to me like I’m an idiot after a few years, but after a decade it seems that’s just their MO, Additionally, they constantly update their policies and payment standards. So now I am unable to make principal payments on a business loan and can only make regular payments (obviously so they never miss a single cent of interest). I can’t turn several business loans on AutoPay either. So if the payment date falls on a weekend or holiday they will late charge you unless you pay it before the due date. It would be much easier to do that if they didn’t freeze every single deposit that was above $10k also. So even if you deposit a check from a different reputable bank, they will absolutely refuse to clear it for 7 business days and treat you like you’re cashing a bad check whenever they see a number above $7k. It’s almost embarrassing for the folks who work in the branches because you can see they are tired of dealing with the red tape and nonsensical policies that they’re tasked to enforce.

As a woman business owner, you would think the women in higher positions here would be respectful and respect their clients/customers - but they’re somehow worse than the men. I can’t even have a serious conversation with this bank anymore so I just mind my business, grab my change orders, and do my best to not make eye contact with the “can we offer you a credit card? want to open a CD?” folks.

I’m in the process of opening another business and I hope the bank I work with on this endeavor can help me transfer everything out of Key as soon as possible. I can’t bring myself to ever do business with Key again. It’s therapy inducing levels of stressful, patronizing, and chaotic.

We have been with Key Bank for 31 years. We went to the local Medford, Oregon, branch to set up our mortgage with Jeremy. We were told we could set up bi-monthly payments in order to pay off our mortgage quicker. We were then charged a subsequent late fee from Key Bank. When we called about the late fees, we were told not to worry about them and that they would be removed. Months later, we received a letter stating we owed over $400 in late fees. When we contacted corporate about the fees, they said they would look into it to work on getting the late fees dropped.

After not making any progress with the local branch, we have since contacted the 800 corporate offices, and we are still getting the runaround. Tony S (they don't give out last names to avoid accountability) said the late fees are being reviewed at the "highest department of escalation," but he continues to not have any answers after six weeks and counting. I get a weekly call from him telling me they are still reviewing the case. This is now Key Bank being evasive. I feel misled by corporate.

Side note: All the Key Bank locations here in Southern Oregon are sparse, with just a few employees at each branch. It's a ghost town when you walk in, completely understaffed. The Ashland location doesn't even have walk-up tellers.

Are they going out of business soon? I think so!

This Bank has gone down hill big time.

THE WORST BANK EVER! You’ll spend hours on the phone trying to close your account but due to a dispute they won’t handle it and will denied the claim. Almost two months later and I’m still dealing with them. I have a new bank and all I want to do is settle this and they refuse because that’s how they hold customers hostage. I can’t wait until I am done with this bank for good.