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March 2025 by Kate Duval
Closed before 4 pm and the atm is down a lot.
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March 2025 by kevin connors
The branch manager Matilda excepted my mortgage through the drive-thru against bank policy. Because upon paying mortgage SSN number or account number has to be entered on a key pad. I gave her the money she walked away without verifying the amount. She came back and tells me I am short $50.00. After stealing my money I still had to enter the the bank and enter my account. They have tried to stealing payments in the past. This took year's to get settled and they did steal my payment. The only reason I have my mortgage there is they bought my mortgage from First Niagra. I am a person of color. Not saying.
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February 2025 by Angela Pitruzzella
First call I made was to KeyBank corp , presented them with the problem that I had put in a paycheck into the mobile app and now there was a 7-day hold on the paycheck. I asked her if there was any way to go about resubmitting it to the branch because the problem was that they couldn't see the check and they'd never seen that kind of check from me before since I got a new job for the county. The phone rep told me that my best bet was to go into the branch and ask them about it, which I did. I went to Latham. The manager there spent almost 15 minutes looking into my particular case, trying to find a solution, which she was just about had, but she told me that the only issue was I'd have to go to the original Branch where I had signed up for the account and that was at Troy. This branch. I entered this Branch and went to the teller with my same problem, with an immediate answer that it could not be reversed, there's nothing that can be done. I explained to her that the manager at the other Branch said differently and was at it for 15 minutes and that she had almost come up with the answer and that I'd have to come to this branch to get it resolved. She didn't know anything it seemed. So I asked to talk to the manager. She said well she's really busy right now but if you wait in that seat over there she can be with you in a few minutes. 15 minutes later I got up to go ask them if there was a way I could just schedule an appointment with the manager rather than continue waiting here because it had been a long day. The second teller says well maybe is it something I can help you with, and so I showed her what I had and told her the problem and she immediately snapped. Oh well, there's nothing we can do about that. There's no way to remove the hold, and just like she liked the satisfaction of just telling me no showing me that I could not do it. Most people in customer service their goal is to make you feel positive, even if they can't give you the solution that you are looking for. They would look for a possible alternate solution or at least something that would help. No this lady just wanted to flat out. Tell me no there was no way no possibility, and when I tried to explain to her that the manager at the other Branch spent 15 minutes on the computer and came up with a solution that could only be done from the branch, she just dismissed it and acted very condescending like she wanted. Just to tell me no, that it gave her satisfaction to know just be right. She had no empathy for the fact that I was sitting for 15 minutes waiting for a manager who was not going to come out, Because according to this second teller, the manager was all booked up for the whole day and she would not have any time to see me. So I simply wanted to make my concern that why would the other teller tell me to go take a seat and wait for the manager if the manager had no intent or ability to see me that day. Isn't that kind of messed up?? Well she didn't care. She didn't want to hear anything. All she wanted to hear was her big voice saying no it can't happen. It doesn't matter. She wasn't listening at all completely close-minded completely helpless. So after I'm putting my stuff away and I'm not in any hurry to gather up my belongings and crinkle my check, she says is there anything else I can help you with?? I said well seeing how's how you didn't help me with anything to begin with no. And then she got really snotty and I told her she was being snotty and she said well I wonder why , referring to my attitude affecting her professional performance at work. There is no professionals that work at this branch. I'm going to open a checking account elsewhere because I never want to enter this trashy establishment again. It's not the bank's fault that it's in the middle of crackhead City, that they need a security guard at the front door, and that probably only the bottom of the barrel workers want to work here. I suppose a little more tr
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February 2025 by SM Burke
Teller told me they wouldn't be able to cash my check even though they are the issuing institution/bank because it's over $1500? Never heard that before.
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December 2024 by Alex
This place has been a very welcoming environment. Have built connections with all bankers and tellers. The new manager removing half the staff is a disgrace. She has taken away the heart of that branch. Very poor unfriendly communication skills. I feel bad for those she let go. I feel bad for the branch. God bless
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November 2024 by Robert Groff
The woman I seen yesterday was horrible ,I believe she is a manager. Her office is the first one on the left when you walk in.i went in proof of a major problem an she just dismissed me like I wasn't a person.she was to busy reading to help me. I wouldn't recommend this bank at,not to mention thus has stolen 1000 dollars year to date in support of scammers. Stay Away from this bank!!!!
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December 2023 by Melissa Kusalonis
Great customer service
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November 2023 by daniel martinez
So am new with KeyBank am not even a month in. I have not gotten my debit card yet I been struggling never going to this location again.
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September 2023 by Manny Santos
Beautiful building, great service
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June 2023 by ERROR ERROR
Friendly environment
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December 2021 by Victoria Meher
Never any parking even though they have their own lot. I’ve gone, there has been no parking and no customers in the bank, I’ve seen people park in the Kay bank lot and walk to other businesses; one guy was wearing a chefs uniform and went to a restaurant so he wasn’t worried about parking at length. I have mentioned the issue multiple times to employees and have emailed, I was told they don’t watch the lot and email said they’d look into things. This has been going on for 2 years.
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December 2021 by keenelandlex1
My account was hacked this Summer and it couldn’t have been handled any better. Gloria was very pleasant and more importantly she did what needed to be done without a problem.
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November 2021 by Lois Gundrum
I have always received courteous and competent service at this facility. Gloria Permaul is wonderful, as is Jim Boyer.
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May 2021 by Nicole hi
Everyone at this location is very rude . I go out of my way , just so I don't have to deal with the people here . They should get taught how to do their job by the one in lansingburgh, how can the people in lansingburgh be so sweet and then walking into the key Bank in downtown Troy is like walking into the devil's den. I say fire all of them and start over !
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March 2021 by Izzy Franzese
Incompetent staff. Came in with my GF because her count was hacked, and we wanted to close the account and reopen a new one. This lady had to call the keybank help line!! Why doesnt the worker know what to do. This worker literally had no idea what she was doing. Never been to a bank where the employee knew less than the customer. SMH
