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February 2024 by Neema W.
This bank has have to be the Fisher-Price of banking. I've been only banking here for little over a month and it has become a complete nightmare. It took me 3 visits to the location to finally receive my bank card which was crazy. Then they froze my account for a week over a wire transfer and still hasn't released my money. I wouldn't let my enemy bank here and is looking to with draw all funds asap.
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February 2024 by Aleksandar Bulajic
Update #4: I have filed a complaint with New York State Department of Financial ServicesUpdate #3:The most frustrating part is that the Fraud Hotline Department keeps telling me that the branch - any branch - should be able to verify my identity over the phone. Every person at the branches I spoke to said that the only way to lift the restriction is to come to the branch. One representative at the KeyBank Manhattan branch told me that even that is not enough, that I have to wait until the investigation is completed. (That can take 30 days or more). The Fraud Hotline Department representatives are saying that’s not true, because in many circumstances when the client is not able to go to the branch - due to illness, being abroad, for example - there is a protocol that allows for the restriction to be lifted without in person contact.Update #2:I have filed a complaint with the Consumer Finance Authority.On the top everything explained below, I use my phone for my work, as a Medical Interpreter. I have to put my phone in the Airplane mode in order to work. Today is the second day that I am using my phone calling for their assistance, instead of working. The situation I’m in is very difficult. I cannot access my money in my KeyBank checking account, and I am losing money for not working.Updates:When finally someone answered, he hanged up on me before I had a chance to explain to him that the Fraud Hotline suggested to call the branch as the only way to lift the restriction. The representative that hanged up on me told me the only way to lift the restriction is to wait for the investigation to be completed. I tried to explain to him that it must be another option available for me to access my money faster….he hanged up on me.I rarely complain but the ignorance of the Manhattan branch is beyond my comprehension. The restriction on my account - due to some fraudulent transactions - wasn’t supposed to leave me without access to my money. Can’t use my debit card. Can’t use Zelle. The fraud department called you earlier today (02/07/2024), you did not answer their call. The fraud department representative sent an email asking for you to contact me. Nothing, no response. After calling more than dozen times, I was able to reach Elizabeth, who said she’ll call me in a few minutes. Five hours later, no call. I called back, whoever answered my call was rude and showed complete lack of respect, understanding and empathy, she was not interested in helping me. She put me on hold. I am still on hold.
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February 2024 by Aleksandar B.
Update #2: I have filed a complaint with the Consumer Finance Authority. On the top everything explained below, I use my phone for my work, as a Medical Interpreter. I have to put my phone in the Airplane mode in order to work. Today is the second day that I am using my phone calling for their assistance, instead of working. The situation I'm in is very difficult. I cannot access my money in my KeyBank checking account, and I am losing money for not working. Updates: When finally someone answered, he hanged up on me before I had a chance to explain to him that the Fraud Hotline suggested to call the branch as the only way to lift the restriction. The representative that hanged up on me told me the only way to lift the restriction is to wait for the investigation to be completed. I tried to explain to him that it must be another option available for me to access my money faster....he hanged up on me. I rarely complain but the ignorance of the Manhattan branch is beyond my comprehension. The restriction on my account - due to some fraudulent transactions - wasn't supposed to leave me without access to my money. Can't use my debit card. Can't use Zelle. The fraud department called you earlier today (02/07/2024), you did not answer their call. The fraud department representative sent an email asking for you to contact me. Nothing, no response. After calling more than dozen times, I was able to reach Elizabeth, who said she'll call me in a few minutes. Five hours later, no call. I called back, whoever answered my call was rude and showed complete lack of respect, understanding and empathy, she was not interested in helping me. She put me on hold. I am still on hold.
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February 2024 by neema wiggins
This bank is the worse bank hands down in America. I’ve only been a member for 1 month and has had more headaches then ever. It started with not being able to receive my bank card with 3 separate orders. Then I had to come into the office for verification over a Zelle transfer twice when I live an hour away. Yesterday I had money sent to me through a wire transfer and now my account is frozen and they cannot unfreeze the account until it’s been reviewed. I’ve had enough already and cannot wait to leave this disgusting bank. They do not have there stuff together and I e never received a phone can reassuring that all will be fine with my account. Chime and cash app is better than this bank. They need to throw in the towel and close this terrible banking institution. DO NOT BANK HERE, YOU WILL BE TERRIBLY MAD!!!!
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January 2024 by Faullin Brannon
Great customer service from Elizabeth and Michael Jones.
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January 2024 by Sergei
good place, opened an account quickly and easily with a friendly manager Sam Grjaznov. Highly recommended
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January 2024 by Y M
Opened checking and savings accounts today with the special promo bonus. I had very pleasant experience in the Manhattan branch. Vjosana Kelmendi was extremely helpful. She walked me through the opening process, explained all step haw to get bonus, helped me with banking app. Excellent customer service and professionalism. Thank you.
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December 2023 by Edvaldo Izidio da silva filho
Presizo talks to the manager after I have some money donated from eransa fransica shumejds
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December 2023 by Robert R.
Took over a week to open an estate account even though they had all of the info required. Did not call back as they promised and the branch doesn't answer the phone.
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October 2023 by Angela Lin
Absolutely HORRID customer service. We have associates screaming at customers. Rude and unprofessional managers. This place deserves less then one star. Came into this branch several times seeking help with a fraud case received no help what so ever and waited so forever to get help just to get nothing done. On top of key bank being known for people opening fraudulent accounts because apparently you can open a account online without any ID. Unless you want horrible credit and be in debt stay away from this bank!
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September 2023 by Geofrey Hill
Terrible service. Scheduled an appointment and waited over an hour from the time of my appointment for someone to assist me. I was looking to open an account but will not use KeyBank due to this poor experience.
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August 2023 by Belle Wesel
OK. So there's no way to give negative stars, but this bank definitely deserves less than zero stars. I went there to close out the last of my unemployment benefits and although I brought the paperwork THEY had sent me listing the amount in the account and two government ID's, they claimed they didn't have the funds and I would have to call unemployment to get them. The number they gave me to call was the Key bank number not unemployment! To say they are useless and passive aggressive is giving them too much credit. DO NOT BANK AT KEY BANK!!! You have a better chance of getting your money back from a phony charity or your deadbeat brother in law.
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August 2023 by Belle W.
THE ABSOLUTE WORST!!!! OK. So there's no way to give negative stars, but this bank definitely deserves less than zero stars. I went there to close out the last of my unemployment benefits and although I brought the paperwork THEY had sent me listing the amount in the account and two government ID's, they claimed they didn't have the funds and I would have to call unemployment to get them. The number they gave me to call was the Key Bank number not unemployment! They have been using the cash to make money and are making as difficult as possible to get it out. To say they are useless and passive aggressive is giving them too much credit. DO NOT BANK AT KEY BANK!!! You have a better chance of getting your money back from a televangelist or your deadbeat brother in law.
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August 2023 by Pernell S.
Worst service ever . My company set up an account for the business . Next day comes and we can't withdraw any of the companies funds . We found out there was an issue with the paperwork we sent the correct documents over to the bank . Then today we come back in to withdraw our funds and it's the same problem . now the company has lost a lot money for contracts that we have pending . Please don't use this bank they know nothing about nothing when problems arise . Especially if you're doing business. They will have you open an account but when it's time to get your money it's a problem . We met With the branch manager and nothing was done . I've learned my lesson I'll never bank here again .
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August 2023 by Luchy R.
I did have an excellent customer service as well!!!I don't get the rattle from others.Moreover, people should be very careful on writing people's names. Negative comments are not helpful at all.
