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January 2023 by Jordan
DO NOT USE THIS BANK.Key Bank is the worst bank I've ever used in my entire life. The people at the branch and customer service are friendly and as helpful as they can be, but the problem is that they are at the mercy of a mysterious "BACK OFFICE". Key Bank as a whole is the issue...I deposited a check, and they said that there would be a 1-day hold and it would be made available the next day... no problem, that's standard practice. So the check is made available, and I used my account to schedule multiple payments for the following day, but then the "BACK OFFICE" puts a 5-DAY HOLD on my check and yanks my funds after the payments had been submitted. Had they told me from the beginning that there would be a 5-day hold, I would have understood and would not have scheduled payments... but they didn't, they added it AFTER the fact. I never would have deposited the check into this account had I known upon my initial deposit! Even the branch found out AFTER I did! How ridiculous is that?So, I complain to the branch, and they were actually able to remove the hold and my payments processed. Wow, great customer service, right? But then... the "BACK OFFICE" puts a SECOND HOLD of 5 business days on my account, yanks my funds out and causes me to go into the negative since my payments went through! The best part? The check is from a family member and I know that it has cleared their account. It seems that the "BACK OFFICE" wants to play with my deposit in a money market for 5 days before they make the funds available to me.The branch is helpless to the "BACK OFFICE" and tells me to call an 800 number. The 800 number is helpless to the "BACK OFFICE" and says only the branch can help. Thus begins the feedback loop. Both the branch and 800 number said that this is ridiculous and understand my frustration. But... the "BACK OFFICE"...This bank cannot and will not help you access YOUR money.I have never had this issue with any other bank before. I get it... sometimes there are holds on transactions. But that's not the issue here. The issue is that Key Bank operates in bad faith and decides to make funds available, only to change their mind and place unnecessary holds after the fact, and leave you to clean up the mess with all of your accounts affected by their shady business practices.Isn't it funny? Banks will always take your money out immediately, but then they are slow as molasses when you want to put your money in...I will be filing a formal complaint with the Consumer Financial Protection Bureau and closing this account once this fiasco is over.*** Edit/Reply ***I did in fact respond to Key Bank's reply below, and the Escalations Team NEVER contacted me like they said they would! So I called customer service, AGAIN, and now their comments don't line up. Now, customer service states that this branch are the ones that put the extra holds on, not Key Bank. I tell you what man... this bank is nothing but a cruel joke. Nobody knows what's going on, and every department blames the other, but at the end of the day, you are at the mercy of the "BACK OFFICE" who apparently nobody can contact, not even the actual employees or supervisors of this horrible establishment. Key Bank is untrustworthy and crooked.
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December 2022 by Jordan S.
DO NOT USE THIS BANK. Key Bank is the worst bank I've ever used in my entire life. The people at the branch and customer service are friendly and as helpful as they can be, but the problem is that they are at the mercy of a mysterious "BACK OFFICE". Key Bank as a whole is the issue... I deposited a check, and they said that there would be a 1-day hold and it would be made available the next day... no problem, that's standard practice. So the check is made available, and I used my account to schedule multiple payments for the following day, but then the "BACK OFFICE" puts a 5-DAY HOLD on my check and yanks my funds after the payments had been submitted. Had they told me from the beginning that there would be a 5-day hold, I would have understood and would not have scheduled payments... but they didn't, they added it AFTER the fact. I never would have deposited the check into this account had I known upon my initial deposit! Even the branch found out AFTER I did! How ridiculous is that? So, I complain to the branch, and they were actually able to remove the hold and my payments processed. Wow, great customer service, right? But then... the "BACK OFFICE" puts a SECOND HOLD of 5 business days on my account, yanks my funds out and causes me to go into the negative since my payments went through! The best part? The check is from a family member and I know that it has cleared their account. It seems that the "BACK OFFICE" wants to play with my deposit in a money market for 5 days before they make the funds available to me. The branch is helpless to the "BACK OFFICE" and tells me to call an 800 number. The 800 number is helpless to the "BACK OFFICE" and says only the branch can help. Thus begins the feedback loop. Both the branch and 800 number said that this is ridiculous and understand my frustration. But... the "BACK OFFICE"... This bank cannot and will not help you access YOUR money. I have never had this issue with any other bank before. I get it... sometimes there are holds on transactions. But that's not the issue here. The issue is that Key Bank operates in bad faith and decides to make funds available, only to change their mind and place unnecessary holds after the fact, and leave you to clean up the mess with all of your accounts affected by their shady business practices. Isn't it funny? Banks will always take your money out immediately, but then they are slow as molasses when you want to put your money in... I will be filing a formal complaint with the Consumer Financial Protection Bureau and closing this account once this fiasco is over.
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February 2022 by Antonio V.
Customer service rep SAMANTHA was very rude and hurried me up just so she could close by 4 when I clearly had quick questions about my account and still another 10 minutes available till closing. Dissatisfied and unfortunately changing banks
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December 2021 by George Lucas
Debbie has zero idea what she is doing. Although she will be quick to tell you how she has worked there for 28 years. Just plain stupid. And very upset. Avoid this place at all cost. I would leave a zero if possible.
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January 2021 by Addison Biederman
Debbie has zero idea what she is doing. Although she will be quick to tell you how she has worked there for 28 years. Just plain stupid. And very upset. Avoid this place at all cost. I would leave a zero if possible.
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November 2020 by India Griffin
Worst branch ever. Not only did the atm eat my bank card, it took $300 and did not deposit it into my account. The branch manager Aaron Wassenaar was no help at all. He told me that they couldn't get my money back at the branch so instead I had to call customer service. He also told me it would take 1 business day to receive my money back. That was a lie, customer service told me it would take 10 business days. Not one person in the branch was helpful. The lead teller, Cheryl Thomas was also not very helpful. Her attitude towards me was condicending and she couldn't find it in her to assist with the problem. She did seem to know more than Aaron , as she agreed it would take 10 business days. She also said the branch manager was new. Which was very obvious how he handled the situation. Aaron couldn't find it in himself to assist with our problem and also had an obvious shirt as a "mask". I have 3 accounts with key and will most definitely be moving all 3 to a different bank after this experience.
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September 2020 by Alex Lazzari
Worst bank ever! Their system is constantly down and charges insane fees erroneously. The KeyBank support line is USELESS and then when you call the branch they say they are too busy to help. Promise a call back , and then never call! Take your buisness to First National just down the road from here. Disgraceful that they charged me 80$ because their system does not function properly.
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September 2017 by Kayla Bahorich
I sat there over an hour waiting to open an account one man was the only one who could help me... well he couldnt even come tell me he couldnt help me he sent the training man to come tell Me this place is a joke went to Dollar bank instead and put my money there!!! Key bank is awful stay away.... Customer Service sucks!!! Oh he was eating lunch thats why he couldnt open anymore accounts today.... JOKE!!!!! Not to mention dollar bank gives 200.00 until the end of september to open a new account with them!!!!!!!!!
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August 2017 by Susan Hirschl
I have been with this bank for over 10 years when it was First Niagara. Was just there on 8/11/2017 I had to wait 15 min in the drive through while the teller waited on everyone inside BEFORE she waited on me, my deposit was already put through in the tube. I could see the line moving on in the inside and there were 5 people in line and everyone was gone before she came to wait on me, horrible customer service and the teller was very rude!
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June 2017 by Margaret Hughes
Nothing bad but nothing special
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June 2017 by Nada Quever
Since they became Key Bank, the service is terrible and this branch is terribly understaffed