KeyBank Customer Service

I have been banking at the location on South Reynolds Toledo for many years. Currently Amazon will be opening soon and new businesses are looking at that location. It seems like an opportune time to me that that branch will certainly be utilized more than it has in the past.i I question your decision to close this branch and I'm very unhappy about that.

It seems to me that when applying for a loan the bank and its customer are entering in a kind of unspoken contract. The bank has agreed to loan the requested money to the customer under the qualifying circumstances and the customer agrees to take the loan if they qualify. This unspoken contract is to ensure that each party is not wasting each others time and not putting the other in a bad situation.
Key Bank violated that understanding. We qualified but for some reason they did not want to do the loan. We provided all the documentation to prove we qualified but the bank kept dragging things out and then further.
We applied for a boat loan. We gathered all the documents together to prove we qualified, not a small amount of work at that. After almost three weeks Key Bank asked for something that was kind of outrageous. They wanted to know how much Alaska Mining and Diving paid for the boat we were purchasing. The only thing the bank should be concerned with is how much the boat could be sold for if we defaulted. It seems clear now what Key Bank was trying to do was create circumstances in which the loan could be denied because not many dealers would be willing to provide such documentation and for understandable reasons. Unfortunately for Key Bank Alaska Mining and Diving did provide the documentation.
Almost immediately after AMDS provided the documentation we got a disturbing call from our loan officer, luckily. Angelina is the kind of person you want as a loan officer. She told us that after almost three weeks of work and working exclusively with Key Bank, keeping with our side of the contract, the Bank was going to take at least two more weeks to decide if we got the loan. Based on her tone of voice, apologetic and embarrassed, and answers to my question it was apparent that the Bank did not want to do the loan for some reason but could not deny us based on our qualifications. In essence they were telling us to to away but could not muster up the courage, integrity, or legitimate reasons for doing so. Instead they were putting us in a situation in which we could be denied the loan just a couple of weeks before we were to take delivery. We were forced to go elsewhere and are now scrambling just a month before we are to take delivery to get financing elsewhere.
Almost nine months before we had been insured by Jake that we were qualified and would get a loan, unless, of course, we were lying about our income and so forth. Luckily we applied much earlier than Jake recommended. Jake was not our loan officer but a manager as I understand it. We were lied to.
Key Bank is not an institution of integrity. Legitimate businesses simply do not treat customers like this. Managers do not lie to customers and under circumstances like this would at least go to bat to make things right. Have not heard a word from Jake. Have only had profuse apologies from Angelina. Skip this bank and save yourself the headache.

I had a horrible experience today with two(2)customer service representatives at KeyBank. Two of the rudest people I have ever talked to over the phone while I was reaching out for help. Says my phone call was being recorded, I certainly hope so. Received a statement belonging to someone else but my address, called to ask them to please just see what happened with this statement. I don't want any of the information about this person or their account, just please look at name and tell me the bank screwed up addresses, and I don't want the persons address. First I spoke to a gentleman named Robert (no gentleman), I asked for a corporate representatives phone number, he told me there was no corporate, obviously, there is a corporate, it's on the internet. I asked Robert if I could speak with his supervisor, he contacted his supervisor Gretchen Powers, Gretchen, started our conversation with a concerned voice, then I tried to ask questions and she got where she wasn't listening to me just trying to talk over me and repeating herself. I asked Gretchen Powers for corporates phone number, she told me she was corporate. If this is how this bank handles concerned people, I would NEVER bank with them.

Horrible fees! The US Court system has decided that their business practices were fraudulent, and awarded a class action lawsuit against them. It turns out their billing system was intentionally ordering transactions from largest to smallest, which meant overdraft & etc fees were charged more often. I personally experienced this, but didn't get in on the lawsuit. Also experienced: "inactivity fees", account closure without any notification, and outrageous back-statement fees because they wouldn't provide any information when asked! They are always trying to drum up new business using free offers (ipods & etc) on college campuses, but DON'T FALL FOR IT!!!!!! A wolf in new clothes is still a wolf! You have been warned!

Well, I can't speak as a customer, but, the ladies in the Caldwell, idaho branch, on 9th street, were very kind and generous towards me, today. I went out, just to pick up a grocery order, and,my bike broke down. It was supposed to be a quick errand, so, i neglected to bring any communication device, OR even my address book, and you know no one has anyone's phone numbers memorized anymore.

Then, my stomach started inexplicably hurting, and the ladies at this branch, let me use their phone, got me cold, bottled water, let me sit down, and even offered to take me home, on their lunch hour! Now, this was too much generosity, to accept from anyone, because, i had groceries AND my giant, bike trailer, so, i just had to tough it out and walk the rest of the way home. Wow, i almost NEVER run into anyone, even remotely this nice, we could all learn a lesson, from these women.

This was above and beyond, and they should all get a promotion. Such helpfulness and generosity, these are the behaviors that SHOULD be rewarded, in this country, far more often. Thanks so much, for your help, and for confirming there ARE some nice people left in the world. Take care. ? I hope your bosses know how good they have it, with employees, like you. I'm proud and lucky, to share this community with you.

My Father In-Law is purchasing a home out of state. We needing certain documents processed ASAP.
Gretchen Powers and staff at Keybank Lockport NY. Went above and beyond. They were so unbelievably pleasant, professional and just an amazing team.. It's too bad he can't bring them with him to CT.
A big Thank you for Old School Customer Service especially in a time when everything is so difficult (covid) and everyone is stressed and on edge.
Heidi B.