KeyBank
reviews and complaints

I am missing over 10k dollars in unemployment from my key2benefits card account, the regular account I opened to replace it is riddled with fraudulent activity. My health savings account and 401k was linked to the account and most likely one my key2benefits statement shows continues double chagrining. My key savings bank account was accessed. I was refused help when entering the branch on multiple occasion in both the burien, wa and normandy park, wa branches where they seem to have a card skimmer type device on the two atm's. I feel as though they are committing fraud activities. I am about to lose my apartment because both my key2benefits account and regular account I opened after are riddled with fraudulent activity and charges on the 4 times I have visited the branch in burien and normandy park I was refused help with my situation though I was able to provide overwhelming documentation. I am now on the verge of being evicted from my apartment and missing over 10k dollars.

As of 02/11/21 it has been over 25 days to get one simple thing fixed. I first complained that my bank error check from key bank was not being processed in a timely manner, that was way before the 8th of jan. 2021! I was told much later on the 13th of jan. 2021 That the check was ok, ed. yet I still had to esscelate this matter to executive level! As MOESHA my assigned agent has now been in charge for two extra weeks I still have not recieved any new information! I am Anthony A. Russell the check was on an over draft fee through my branch claremont savings bank, My normal amount of 418.17 was what was supposed to be pulled yet instead A amount of 437.17 was pulled from claremont savings through an older account which I also advised several agents through out the 25 day period! My account number is [protected] I am now going on one full month waiting for your bank and MOESHA to clear this up! All I want is for the check that was cleared to be sent to me before I take lawful actions! I have been more then pationt! and will get my attorney involved If this gose on for yet another week! sincerly anthony a. russell

Key Bank — all around bad customer service and management A anthony A. Russell Jan 29, 2021 I Anthony Russell, am filing a formal 3 week long complaint against key bank in my auto loan I was over charged twice this caused an overdraft fee of which way back on 01/08/2021 brought to the banks attention. After making them aware of their error I was advised to send fax proof from my bank claremont savings bank, thus I had claremont fax the key bank this information as of 01/13/2021 the check was granted. Since that date I have had to have this simple thing escalated all the way up to executive level. It is now after three long arduous weeks and phone calls my being put on untold lengthy 1 hour or long holds. Today's date is now 01/29/2021 and I still have zero further information as to wear this refunded check might be? The last exec. in charge is a myesha on whom I have asked about clearing up this mess and since it is now friday was insured she would again contact myself by end business today I will not believe her as she has promised yet several times and is not following through. My last straw will be to hire a lawyer or contact their ceo.

i was assigned a new phone number that happened to belong to a key bank customer. the bank wants to contact this customer and continues to call me. i have explained that the number is no longer their customers, however, that has not stopped them from call me 2-3 times a day..3-4 days a week...what can i do? thank you

On Dec 10th I entered Key Bank in Tremonton Utah with a VALID Durable Power of Attorney for Finance for Glenn Hess Selman who goes by the NICKNAME " Ed". I was not allowed access to any of his accounts and requested they shut down his new visa card because he was unconscious in hospital and not expected to make it. They left the card on and it has been used. Mr. Selman has passed away and I have filed a will in probate court WHICH I SHOULD NOT HAVE HAD TO DO! According to my attorney on Dec 10th 2020, I had EVERY LEGAL RIGHT to withdraw every penny from his account!

Key bank has caused me problems before - this time it will cost me over $20, 000. I have called and gone into the bank to address this complaint and NO ONE will call back or do anything!

Hi my name is Louis car Gray I have been calling the key bank for the past month very disturbing that every time I call I'm on hold for over an hour I have a ct Care4kids prepaid card I recently used my pre-paid card out of state Bronx NY at a store called Jimmy Jazz for $160.95 I have Poor customer service and verify and they still go on lock my card at this point they're telling me the call Care4kids and when I call Care4kids redirect me back to the back I have verified my address with care4kids everything is fine on that end I also can verify that I went to try to purchase gas and was entering the wrong ZIP Code how can I get this issue fixed I am able to verify everything I was unable to do any holiday shopping and do today how can I get this fixed? My email [protected]@yahoo.com

Key bank will not release my stimulus check to me because I have two other accounts in a negative balance one which I've never received a debit card for so I don't understand how it's overdraft now KeyBank won't release my stimulus check to me can I legally do that am I entitled to my available balance where they dispute the fraudulent claims I can't believe they're holding my stimulus from me

All I wanted was to replace an atm card and have it exactly the same as replaced card... Now I have 4 more steps using my card because no one in your institution can figure out how to separate a checking account and a savings account... Can only make both accounts checking... Last time I called they told me to have 2 separate atm cards... Looking for new bank now

On December 17, 2020, someone used my key debit card, don't know who.
All my money is gone, but $6.63. The last time the card was used, was on
December 11, 2020, at Shop & Stop. I would like my money refund back
to my debit card. When you call a Key agent it takes hours before someone
come on line. All you here is music, finally, when a agent came on the
phone, I begin to speak and tell the problem he or she hung up the
phone, really.

I was unable to login, and after many phone calls, all involving long wait times, I was left with contrasting responses and $6, 000 has been stolen from me.
Valuable time was wasted, and my money stolen, while I waited on hold and/or was given the wrong instructions.
Finally, after DAYS of phone calls and a broken promise that they would have an agent call me back, an intelligent and helpful person aided me in accessing the account so that I could review all of the fraudulent activity, print it out, and cancel the card.

There is almost nothing left in the account. This was the NY State Unemployment I had received, being out of work because my employer shut down due to Covid. It's my only income. I need it back. Now.

Sadly, the intelligent and helpful person could not assist any further and could only give me a different phone number, not available on weekends, where I could report the fraud. (p.s. Fraud happens 7 days per week.)

This morning I called the fraud alert number I had been given, and waited 2 hours and 4 minutes before giving up. The robo-voice had recommended calling between 12PM and 4:30 pm. So that's exactly what I have done. And here I am, another hour and 15 minutes into BEING ON HOLD.

...with that horrid "music" playing, For Hours and Hours, occasionally being told by the robo-voice that their call is "IMPORTANT TO US?!?!" Wow. Really? I can only imagine what happens to calls that are UNimportant to you!

Yes, I read the instructions about being polite. To hell with that. How about Key Bank start by being polite and not ignoring urgent matters of theft then torturing callers with the worst customer service ever?

Along with 6k, I have lost days of my life to this problem, and still have no solution.

I have back payment From NYS Unemployment which was released on Nov 17, 2020 im having problems because there saying my address isnt confirmed but they have sent me Two cards to the address there saying isnt confirmed an they were both blocked cards this has been going on for weeks they tell me to send something with my address on it an ive done that several times an they leep telling me its not exceptable i live with my mom im 19 yrs old i dont know what elese to do my mother is on a ventilator because of covid i have 4 younger brothers an sisters we have very little food an are about to be evicted before christmas i just need my card released please someone help me...

In Nov. 23, I got an email from Keybank saying my card was locked. Thinking it was a scam, I called my local branch, Dundee Michigan. I forget who I talked to. Anyway, the teller told me everything was fine. Well, today, I tried Christmas shopping (I am on SSI and got it today) and my card was declined! I called again and my card is frozen for the same things that were specified in the email I had gotten on Nov. 23. Now I lose my life insurance that comes out on the first, my rent and gas is going to be late, my phone will be shut off! This is beyond rediculous.

I have never in my life been treated like I don't matter by my local office (Yakima Wa). then I call customer service and get hung up on 12 times! If you want to bank at any bank do not go to Key Bank. They could care less about you!

I made a purchase online and my card was flagged and frozen (set to "deposit only) and I need it active again. When I call customer service I'm put on hold for hours or hung up on. I keep getting the run around and I just need my card active.

I used my card online to purchase a marketing service and my purchase went through but when I tried to purchase the same marketing service again KeyBank froze my card on suspicion of fraud which is not the case. I have been calling back to back just to be given different numbers to call or be hung up on. I need my card back active immediately.

I went by Key Bank in Seattle's International District neighborhood, to see if they reopen or even open a new account due to a check charge back. The Banker Representative told me the manager said no they couldn't reopen my account. I want to let them know I am a victim and not a perpetrator of this scam and fraudulent situation. I demand to speak with the manager of the Chinatown Key Bank location on South Dearborn regarding the complaint.

Dear Sir or Madam,

I wish to gain redress for the undue disadvantage Key Bank's lax security and remediation process has imposed on me.

My unemployment benefits were paid into a debit card account for which the NYS DOL has contracted Key Bank to provide. On the morning of July 7, I received a message that referred to some charges to my card that may have been fraudulent.

I immediately called the number provided and heard a recording that listed 3 charges at different supermarkets in North Carolina for the exact same amount of $205.44. I had not made these charges as I haven't been in North Carolina for over a year. Therefore I pressed the button that verified the charges were fraudulent and I was transferred to the bank's Fraud Department. I waited on hold for over 40 minutes, but had to hang up because I needed to get on the subway in Brooklyn, NY to travel to a job interview.

When I called back at the end of my subway ride, I was able to get through to a bank representative in the fraud department who referred to an additional two attempts that had been made in the time that I was on hold waiting vainly to get through. Again these were for the amount of $205.44 at supermarkets in North Carolina. However, on these occasions, in a complete departure from the prudent skepticism the bank exercised on the first three occasions, they authorized the withdrawal of $410.88 of my funds in response to these latest two attempts.

Is this level of security consistent with that required by Federal banking regulations? I hope not, because otherwise fraudsters are being rewarded for persistence.

I was able to cancel that card and request a replacement, which took over a week to arrive. This meant that at a time of straitened financial circumstances I was unable to access my relief funds for several days. I also submitted a fraud claim for the funds that were allowed to be stolen from me (Claim # F2018901370).

After several calls objecting to the length of time it was taking Key Bank to admit their error and return my funds, I received a letter in late July, dated 7/22. It said among other things that Key Bank had "issued a provisional credit(s) on the date(s) and for the amount(s) listed...You have full use of these funds while we conduct our investigation."

The funds did not appear in my account and by mid last week when that situation had not changed I spoke to a Key Bank representative who acknowledged their letter of 7/22 and said she would put my case on an expedited status so that the funds could be credited to my account forthwith.

Now a week later, those funds are still not available and I would like to understand why this financial institution is allowed to withhold my funds for such a protracted period, contrary to their statement.

As you might imagine the financial duress under which I am living is worsened by the ease with which their account security can be breached and further compounded by the dire slowness in remedying their failure. Meanwhile I imagine they are enjoying the proceeds of an overnight interbank facility into which they sweep their reserve funds of which mine are a part.

Regardless of whether this latter conjecture is accurate or not, I respectfully request that you exercise your authority to urge Keybank to strengthen their security practices and accelerate their remediation process so they can at least fulfill the mission for which the NYS DOL hired them, namely to lessen the impact of the employment crisis occasioned by the COVID pandemic.

Sincerely,

Kurt Flamer-Caldera.

This is a copy of the document I submitted to the Florida Sate banking regulator.