KeyBank receives mixed reviews from customers. Many highlight the consistently kind, friendly, helpful, and professional staff at the branch, describing the customer service as top notch, amazing, and extremely good. Customers appreciate being greeted personally and note that tellers often go above and beyond. However, significant criticisms focus on operational issues. The branch is frequently reported as being consistently understaffed, leading to ridiculous wait times. Major and repeated problems are specifically noted with the Auto Loan processing department. Customers report frustrating experiences with online applications, including refusals due to missing documents with no recourse to submit them, and a lack of clear communication. A significant concern is the failure to share loan disclosure documents, including terms and interest rates, proactively, requiring customers to visit the branch or ask verbally. This has led to customers finding outrageously high rates and subsequently getting approved loans with very attractive interest rates from competitors the same day. Reviewers suggest the bank must work on its Auto Loan process to increase its presence in that business.
I just had to deposit some money at the Atm.... It is Sunday, was not able to go in the branch.
February 2026
The lady I talked to on the phone was nice but I have never ever had a bank hold a check for 8 business days, because it was a mobile deposit, I will be closing my account and moving elsewhere
December 2025
Service could be better, branch never answers phone calls
