Key Bank USA Complaint - Puyallup (WA) KeyBank overdrafts are costly and their service sucks
PUYALLUP, WASHINGTON -- UPDATE: SAT. 8/22
My original review follows and I thank those who responded to my review. Here is an update based on the feedback that has been received thus far:
Some of you said that the overdraft charges were my wife's fault. And perhaps she does bear some responsibility for not checking the paperwork more closely in the drive thru lane (she asked to transfer money from savings to checking; the opposite occured).
1) The bank has systems in place that tell them when overdrafts occur. She had been a good customer for over a dozen years with nary an overdraft. Why did someone at the bank not give her a call and tell her something was going on? Instead, they let overdraft after overdraft pile up, each time collecting, I think, a $39 overdraft fee. If a call had been made, the problem could have been resolved over the phone or she would have been happy to go in and fix it. Instead she continued to write checks and use her debit card not knowing that she was being dinged for each use.
2) Even when she used one of her bank's ATM machines to withdraw cash, it gave it to her. My bank's machine are programmed to tell me that I don't have enough in my account and will not let me have the money. Her bank's ATM gave her the money (an unasked for loan I guess) and then charged her an overdraft fee.
3) When we went in and talked to the operations supervisor who didn't have the power to help resolve the problem (was there no-one in the bank that could?), she said flat out that when we came back later to talk to the manager we would be able to have our story straight. Tacky and unprofessional.
4) When we did go back and talk to the manager, he said he would check it out give her a call no later than the following monday p.m.
We never heard from him. No phone call, no message, no letter.....nothing. And this was the individual that supposedly had responsibility for the entire bank.
To those of you who think it was my wife's responsiblity in total, fine; we can agree to disagree. But as someone who has about 20 years experience in retail including seven as an owner/operator of my own store, this is not how I treated my customers.
By the way, I just read about that bounced check fees made banks some $32 BILLION for banks last year. That can only lead one to conclude that banks, including obviously KeyBank, see this as a revenue source and the concept of customer satisfaction becomes secondary to that of greed.
At last we are free of KeyBank, Puyallup, Washington.
My wife had been a loyal customer for many years with a checking account, savings account and certificates of deposits (CDs).
She went to another branch and asked (she thought) to have money transferred from savings to checking. The clerk did the opposite and my wife did not check the receipts as she probably should have. She was in a drive through with people behind and felt she should move on.
That's when when the trouble began. Checks began bouncing and she began being charged for overdrafts. She used her atm card several times including once for an approximate $5.00 meal and even used a KeyBank ATM machine for a cash withdrawal. Rather than alert her through the transaction machines that she was overdrawn, the bank allowed the transactions to be completed and then hit her with an overdraft charge.
When the ding letters started arriving by mail, we went to her branch where we talked to the operations supervisor. We told her the story, that it was an honest misunderstanding and expected the bank to reverse the overdraft charges especially considering the long and uncomplicated history she had with this bank.
But the operations supervisor said she would have to check it out with her higher power (the bank manager). We told her we would come back in a day or two to talk personally to the manager.
"Good," she responded, "that will give you a chance to get your story straight."
Her attitude really ticked off my wife.
We went back a couple of days later and did talk to the manager. A couple of the fees had been waived but not all of them. We again explained how it had happened and asked that all the fees be reversed. He said that he would have to check with his higher power and that he would call us no later than the following Monday P.M. (I think we went in on a Thursday or Friday afternoon).
We never heard from him.
I personally cannot figure out how a bank that stresses service can treat long term solid customers this way. Why, for example, would their own ATM allow my wife to withdraw money that she did not have in her account? Why did not someone at the bank call her when the checks started bouncing to tell her she had a problem?
My conclusion is that KeyBank (and probably other banks too) see these overdraft charges as a lucrative revenue source. And why did the manager say he would call us and then choose not to call. Service and good will to the customer be damned.
No matter. We have closed the account and moved to another bank.
And, if and when the subject of KeyBank comes up, we will do our best to let others know exactly how we feel about this company (in fact, we already have).