Key Bank USA Complaint - Do yourself a favor, just go through another bank.
CLEVELAND, OHIO -- I have banked with Key Bank for over a year because of their local branch's proximity to my apartment. I never had a problem with them until recently. I'll be as brief as possible.
I made a mistake on my registry. I was supposed to get a deposit from PayPal within a certain number of business days. It breached that number of business days, so I wrote down that this amount of money was in my account. I proceeded to spend less than the total of the money I already had and the money from PayPal, much less. There was a total of five transactions in 48 hours. The PayPal money wasn't there so I overDrew on the last two transactions, once by $0.50 and they other time by $6.54. I'm a full time college student who is not presently employed and I am selling some of my possessions on eBay to get by.
A few hours later, I am checking my Key Bank account and I notice I have a negative balance. This is when I learn that this PayPal transaction did not go through yet. I promptly go to the bank and make a deposit that more than covers the days transactions. I check my bank account again when I get home and it shows a positive balance. This was within the same calendar day so I thought the problem was solved. I was wrong again.
Two days later, there is one overDraft fee on my account. I call to explain what happened and ask if they can remove it as a one time courtesy. Most banks do this, I know Chase does. They informed me that I will need to call back the next day because four more fees will be added. I beg them to work with me and they won't. I call again so I may speak with a supervisor. She has an attitude problem and basically tells me that all they can do is remove 25% of the fees. I try to reason with her considering my financial cul-de-sac and she makes it clear that she doesn't care. I understand that her job is not to hold my hand, but I thought that the attitude was very unnecessary. She tells me that under all circumstances, the money MUST be in the account AT THE TIME OF PURCHASE. I do know that, but she refuses to understand that it was an honest mistake, and I deposited the money a few hours after the transactions and the online banking tool showed that my account was positive.
When you bank with Key Bank, somehow two overDrafts become five, because that is what happened to me. I don't even know how this is legal! Anyway, they burried me in $183.00 in overDraft fees over a measly $7.04. Also, 25% of the fees does not help at all because three of them shouldn't be on my account to begin with!
I go to the branch nearest me, only to be told that the woman I want to speak to is at another branch a couple of miles away. That's kind of irritating, but whatever. I speak to her and she explains that they add the fees before the transactions come through therefore taking up all of those funds before the transactions you made hit. This is interesting because the woman on the telephone customer service line tells me that they money must be in the account at the time of the transaction. For the first three, it was! Even if you arrange the transaction so the three most expensive go through first, they first three were absolutely covered.
So basically, Key Bank reserves the right to take two days worth of transactions and rearrange them after adding a fee so you overDraw your account a few more times than you actually did. I don't know why they did this with two days worth of transactions anyway. The first was on one day, and the last four were on the next day. I tell her this and "all she can do" is remove two of the fees. That still doesn't help.
I must save my next phone call to customer service because there is a fee for calling. This is called an "Excessive Telephone Inquiry Service Charge" where if you call and speak with a representative more than three times in a month, you will be charged $1.50 for each call. FYI, if you call the automated system more than eight times in a statement period, they will charge your account $0.75 for each subsequent call. So, even if they make a mistake on your account, and it takes more than three representatives to clear it up, you will have to pay for what they are supposed to include with their service. I don't know of any other bank that charges their customers to call CUSTOMER SERVICE more than three times a month. I guess it doesn't matter, because they are unwilling to add the human touch to their service and work with their customers. You may as well speak with a robot.