Back in February last year, I signed up for the Continental Miles Debit Card program with Key. The customer service representative had told me it was like a $30 annual fee and I could cancel anytime I wanted. What she did not tell me was that the fee, regardless of when you cancel, is NON-REFUNDABLE! Now, fast forward to May 28, 2010. Key took the $30 annual fee out of my account and I called them on June 1 to cancel. The representative told me it was non-refundable even though the fee was from May 28, 2010 until May 28, 2011.
After placing me on hold and supposedly "speaking to her supervisor" (which I doubt she even did) she came back and told me "Sorry, I wasn't able to help you. My supervisor told me it is not refundable." She asked me several times if I was sure I wanted to cancel, because I was already paid up for the year. No, I was paid-up for all of 3 days.
I explained to her that it is theft, that the bank is keeping my money for a service I am not going to even be using and asked her, "What if you paid in advance at a gas station for gas and never used it, yet the gas station told you they were still keeping your money?" The representative was speechless, she didn't want to answer me, probably because she knew the answer and didn't want to say it because she was maybe being recorded.
Long story short, I never used the miles, having left for school abroad for all of 2009. Now I am sitting here $30 poorer (technically, my mom is) while Key Bank is sleeping just fine at night getting rich off people like me. Oh and I'm unemployed too. Thanks mom for spotting me the $30!! DO NOT SIGN UP FOR THIS PROGRAM IF YOU WILL NOT USE IT. The only reason I am keeping this bank account open is because it looks good on my credit report...trust me, I would have closed it!!
The best part was, I had e-paid a tuition bill earlier that morning. The representative said I could put through a stop-payment on it for $34, but there was no guarantee it would go through and I could still have an overdraft fee on my account for $35 plus the cost of the tuition bill plus the cost of the stop-payment. WTF? I hypothetically could have been negative almost five times the cost of the stop-payment!!! Thanks for the help, Key Bank.
KOKOMO, INDIANA -- I agree with so many others in regards to the service and professionalism that this bank offers! ZERO!!! I have never been more robbed by any bank in my entire life. Yes their NSF fees are outrageous. I understand there are situations in life that may cause an overdraft. I don't have an issue with being charged for something I caused but when you have been misinformed or not informed at all by the teller, which seems to happen quite often, and then they refuse to admit any fault in anything.
It seems regardless of where or whom a check is from, if deposit it could take them 3-4 days to even post it to your account. Which in turn gives them plenty of time to rack up some nsf's on you. Hmm sounds like "bonus" money to me.
For example I deposited a small check in the amount $125, which was from another local bank and it took them from Sat to Wed to even make it available. I could understand had the check been from a business for a large amount but COME ON!!! NOT ONLY THAT but I had recently stopped my direct deposit of my payroll check or so I thought from going into this account. My name had been taken off the account and everything. The account I thought had been closed out but actually it still had my ex-spouse's name on it.
Well here is a fyi, KEY BANK does not cross reference direct deposits!!! Oh no, they allowed my PAYROLL check to be deposited into that account even though I'm not even an account holder. NOW HOW SUFFICIENT IS THAT!!! Wow this is just the bank I would trust. Needless to say I am in the wrong according to Key Bank and I have to contact my HR dept. to have them recall my payroll amount. Wow. Amazing. I could probably go on and on but I just needed to vent today since I got paid 7 days ago and still do not know when I will receive my actual money.
I have been banking with Key Bank for a few years now. They are the most annoying company... Period. They will run you around and around and around. I have had way too many issues with this bank. It seems like it's a new problem every month. This last example is what made me decide to write a review that, hopefully, will prevent anyone else from experiencing Key Bank's poor attempt at banking. Something as simple as activating my debit card should not be a huge hassle for me.
I called the number on the card in order to activate it. The automated system won't activate it for me, and so it transfers me to a "Customer Service" clerk. After I tell them what I am trying to do, they go ahead and put me on hold for about 10 mins. When they finally decide to get back on the phone, they say "There is a block on your new debit card. You will have to CALL your home branch."
So I am pretty irritated at this point. All I want to do is activate my freakin' debit card. So I call the branch and tell them the situation and what I need help with. They say "I think that is something you would have to COME IN for." Great, so now I have to waste my time to drive all the way to the branch, which is about 30 miles away (minimum) because I moved out of the area of the "home branch".
I'm almost considering not even activating it at this point. They are a waste of my time and money. It would seem as though they make policies and regulations that only benefit themselves. For a second there, I thought I WAS THEIR CUSTOMER and they should be bending over backwards for me, not the other way around.
AUBURN, WASHINGTON -- I had an overdraft situation caused when a creditor posted a scheduled payment one day early onto our Key Bank checking account. I discovered the action on a routine internet access of the account early the next day. After the initial shock and a couple hours later that morning, I showed up at Key Bank with almost $2,300, with some $800 in cash, in a good faith effort to correct the balance and stop the fiscal bleeding. A lot of good that did!
That day, 7 over limit charges showed up. The branch manager (Auburn, WA branch on Auburn Avenue) refunded 3 of those charges. She noted that two to six more charges would be showing up. Given her tone, I assumed some corrective action would be undertaken. I was wrong.
Those 6 other charges showed up and stayed. I called in to see if anything was going to be done. No answer for a week. I dropped off a written request for consideration. I was contacted two days later and told that the three refunded (out of 13) was all that was going to be handled. So, because Bank of America drew one day early, Key Bank rewarded my efforts to be fiscally responsible and correct by taking $365 and keeping it. Bank of America was kind enough to give us a $98 credit on our line of credit account with them regarding this fiasco. Key Bank's pending deposit policy is one of the most egregious in the area and probably is used to generate a large number of fees.
Even Bank of America wasn't this bad when we boo booed our commercial account (only one charge was kept out of six or seven charged in that instance). We have been customers at this particular branch of Key Bank in its various forms for 24 years, but I believe that it is time to move our personal checking to a local credit union that is a lot more consumer oriented. I am suspecting that Key Bank is having cash flow issues and is grabbing fees wherever and whenever it can. If you see this and you have a Key Bank account, move your money to an institution that is better capitalized and consumer friendly. Key Bank definitely lacks in that category!
12550, NEW YORK -- Key Bank is like a nightmare to me. Everything start with the purchase of USB (Union State Bank). All the accounts that we have with them, all of the sudden belong to Key Bank and the bad dreams starts. On a small business account that we have, in the first month they went crazy with the overcharges, $365, in 10 days, on a debit (checking) account for charges of $4.95 etc.
On my mortgage account that they said they don't know nothing but their name appears on the monthly statement, they have it for 4 months. On the first month they didn't know about my escrow account. They were missing all my school taxes. Second month reversal payments. Third month they decide my City taxes went from $1012.00 to $2500.00, send me a check for $835 (they said I have more money on the escrow account) but when I call, because my school taxes were missing they said to me to cash the check but keep it, "under the pillow" because maybe belong to them, so maybe I have to return the money.
I have a Home Equity Loan in which the interest is wrong (supposed to be locked and they said is variable), and now like if these problems are not enough they give my husband his 401k because doesn't work for them anymore, tell him he has to put it on IRA account of course from Key Bank and his money $30,000 is missing for a week now. I am scared to receive any Key Bank mail, and nobody knows where the money is I'M DESPERATE. SOMEBODY HELP ME PLEASE!!! I forget when I call customer service they said to me that I was used to have a good service because USB was a small bank and one of the managers said to me that there are others Banks.
CANTON, OHIO -- This bank has no idea of how the small business or any other banking customer operates. A huge and costly mistake by switching to this bank from my existing bank:
1.) The internet pending area just didn't seem to show any transactions prior to being hits in the operating account area.
2.) Huge disappointment in the internet acct page compared to other sites. Know high school kids have nicer design and eligibility skills.
3.) Internet doesn't service until midnight. Do I need to stay up that late to prepare my next work day with the online banking tool. Guess could go in an hour earlier than when I now arrive.
4.) Cool!! Can make a deposit in an ATM before 7:00 pm and it will go into my account on that same business day. Oooops... 24hr hold on that transaction so would have been better off just using night deposit with old bank who would have covered any checks that may have come through that day unlike Key. 24 hour hold on all transactions except cash/even a Keybank check... Better go in to the teller and cash that one!
5.) Offices only open until 4:00 pm - now that's even tougher to get there than the old bank which closed at 5:00.
6.) Highest of any yet for NSF and because of the 24hr hold would not cover any of my checks presented to them on the day of the deposit.
I have been doing business for 20 years and have tried several banks in two predominant areas of Ohio. Key bank is the worst experience by far of working with a banking institution. All of these policies were not brought up at the time of my opening this business account. It was brought to my attention only after the several returned checks and NSF's. Had I have stayed with my existing bank and paid the $8.00/month service and continued depositing in the night deposit, I would have a lot more "hard" earned $ in the business account. Beware!!! There are much better banking institutions out there comparatively speaking.
BEACHWOOD, OHIO -- My husband and I have had a Key account for many years now, and have become unfortunately accustomed to their mysterious unauthorized charges against our account. We never bothered to switch banks because his payroll is direct deposited and we didn't want to go through the hassle. Now I wish we had!!
On 3/8 they erroneously deposited someone else's estate check into our account in the amount of $530, and the check bounced. What makes this even more ridiculous is that the wrong check was never ORIGINALLY deposited, so our account was debited the $530!! My husband called immediately and they said that "yes, it was an encoding error" and that we could expect the money back in several days, once a dispute was filed. When my husband asked why WE had to wait for OUR money, she replied "That's just our policy."
Fortunately a family member loaned us the $530 (or our RENT CHECK would have bounced!) but we need to pay her back of course - only here, two weeks later, STILL NO REFUND. I called to complain and was told "Oh you need to send the copy of the returned check you received in the mail to our main branch, then tell them to send it inter-office mail to the returned items department. We've updated your account so you won't have to go through this story again."
First of all, since KeyBank created this copy, why can't THEY send another copy themselves instead of making us drive there to do it? Secondly, they apparently had no intention of telling us this had I not called. My husband did as they asked and the assistant manager was CLUELESS, and he DID have to go through the story again. She is apologetic and says she will send the paper to their New York office (now it has to leave Ohio all together, you see) THAT day and have it taken care of. Instead, she calls the next day and says she's sent it out then.
I just called this afternoon, TWO WEEKS after this started and when I asked for the assistant manager I was told she has the day off. I asked to leave a voice mail and was told she has none! WHAT FREAKING ASSISTANT MANAGER DOESN'T HAVE VOICE MAIL... ARE YOU KIDDING ME?!? When I explained the problem to the teller she said "Oh my God, that's a huge amount!" YEAH IT IS! So she says she will have her call me tomorrow. This is absolutely PATHETIC and UNACCEPTABLE. As soon as we get our money we are leaving this EXCUSE for a bank and going elswhere.
INDIANAPOLIS, INDIANA -- My displeasure at the practices of Key Bank is based on my latest endeavors to get them to be honest, upright and have integrity toward their customers. Due to a Key Bank training issue being unresolved, I have been assessed bank fees to my checking account that need to be reversed. In addition to their assessing these fees, they have also kept returns to my account debit card, and those return monies are being credited by them to their own fees.
My attempts to resolve this to my satisfaction have not met with much success so far. However, in the course of dealing with many of the Key Bank employees, I have encountered what I perceive as fear they have toward their supervisors. In order for a business to operate with integrity, the leaders of each department must have personal integrity. They must be willing and able to act with honor in all of their dealings with their contacts, whether they be customers or fellow workers.
The employees of Key Bank that I have spoken with concerning my account have varied in their ability to convey honesty and sincerity and compassion. If a company such as a banking industry, which depends on customer satisfaction, is to remain successful in such a competitive marketplace, they must be able to satisfactorily demonstrate to "John Q. Public" that they are valued and appreciated. In the most general terms, the customer must be given the opportunity to have their issues of concern fairly and equitably resolved. This has not been my experience with Key Bank.
There is a perception in society that we all "need" banks, and to some extent, I suppose that is true. However, when it becomes more burdensome to maintain a satisfactory relationship with a company such as Key Bank, then customers will either forego dealing with banks in general, or switch to some other form of banking. Integrity and honesty is of utmost importance to most citizens. My generation realizes that being honest and equitable is vital to maintaining relationships with others.
Key Bank is not fulfilling their promise of customer satisfaction when they do not fairly respond and address the concerns of their customers. They continue to do themselves a disservice by being untrustworthy. Theft of a customer's bank account, especially by fraudulent means, is an unacceptable way to do business. Complete satisfaction by their customers will cause Key Bank to grow and prosper. I would like to remain a loyal Key Bank customer, but they are not assisting me adequately so that I may continue my patronage of them.
BURLINGTON, VERMONT -- I opened an account with Key bank about 6 months ago. I am used to paying my bills online, so I started online bill pay with Key. My former bank's online bill pay was very fast and reliable. NOT so with Key Bank. In August, I sent out a credit card payment that was due in 2 weeks. It showed up LATE. Key bank had two weeks to get the payment out. I was charged a $25 late fee by my credit card company. I paid online again In September with no issues. October rolled around and the problem got worse. I sent out two payments that were due in 3 weeks.
I sent them out around October 5th, and my credit card company had not posted the payments as received by the 22nd of October! I called Key Bank, waited a long time, only to find out that when they do an “online payment” they actually mail a paper check to the credit card company. BOTH payments were lost in the mail (or never sent?).
Again, they did not get there on time and my credit card company charged me. Luckily, I got those fees reversed by telling them about how slow Key Bank is. If I had known that I would have written a check myself! Speaking of checks, they charge almost $50 for a book of checks if you don't have free checking! I am not too happy with Key Bank, have changed my method of payment.
WASHINGTON -- I have used Key Bank for 3+ yrs. Never have had great experiences or assistance in any of that time. My account was a secondary account I used for nothing but paying bills and saved money in a Credit Union. I received an email saying my account was overdrawn, I had forgot to close it out and had fully changed banks but forgot one insurance company. That company tried to pull the money multiple times resulting in overdraft fees galore. End result I was overdrawn $400, got the email in December but at that same time they closed it and sent it to collections.
Protocol apparently is to call before it gets that far. I never received any phone call and the lady I talked with agreed with me. Nor did I receive a letter or email saying my account would be closed and sent to collections. It's called being human, one phone call will solve most issues, if you don't try then you will never know or your customer may never know. I have told everyone I work with I will pay them to pull out of banking with them and will tell everyone I run into do the same thing.
Absolutely idiotic business practice. No wonder I see lots of people canceling their accounts with them. Key Bank- The "KEY" to success is really taking care of customers especially for freaking $400!!! NEVER WILL I RECOMMEND, send customers to you, or work with you again!