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Key Bank USA Checking Accounts Consumer Reviews

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They Get a Lot of Hate, but I've Had Great Experiences
StarStarStarStarStarBy -
Rating: 5/51

WEST SPRINGFIELD, MASSACHUSETTS -- Been with Key Bank, formerly First Niagara for about 5 years, nothing but good experiences, but maybe it's because the staff where I go are awesome. I started with no credit, having no bank account for years. Most banks wouldn't touch me without charging fees due to check system, and Key gave me a checking account with no fees as long as I had direct deposit.

Fast forward 3 years with my life back on track and credit score good, I get approved for a personal loan with a rate of 11ish %, much lower than the interest on my credit cards at the time. Loan process was pretty easy, had to answer some questions for a loan officer and stop in branch to sign docs and give ID. Money funded the next day with early payout option. Still have my main checking with them, considering another loan or credit card as well.

Over the years I've had 6 over draft charges, 5 of which were refunded - 3 as a courtesy and 2 because of fraudulent activity. Someone wired themselves money using my debit card, Key refunded the amount right away after I reported it fraudulent with no hassle. Granted it was like $100, but still.

Second time I had a $16 charge that a weird website they refunded no problem with a new debit card in the mail that day. My recent overdraft was my 4.59 and they charged me $39. Per my old T&C I had a $5 leeway with first Niagara which they honored and refunded the overdraft charge but told me they couldn't do again as it was a one time exception. The one overdraft I paid was def my fault and I paid it like an adult.

Some of the complaints I see are from people with poor money management skills. Sure, if you have $100 in your account today and know you have a pending charge for that amount then you shouldn't spend anymore money. But for whatever reason many people don't pay close enough attention to their own finances, and then fault the bank when they overdraft because they "thought they had more money." Like be an adult and take responsibility, I'm in my 20s and understand some transactions don't post immediately, but if you know how much you spend and how much you have there will never be an issue.

Apologies for the rant, it seems some people have truly been wronged by Key based on their version of events, but my comments are geared toward those that blame the bank for their financial mismanagement and get upset over charges for overdraft. Shout out to the awesome staff in the west Springfield, Massachusetts location who have shown true customer service and care.

A Thief in a Bank or a Bank of Thieves
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALBANY, NEW YORK -- Wow, I should have read those reviews before doing business with KeyBank! I used KeyBank Guilderland Branch for a very long time. A year ago, I realized there was a monthly fee taken out of my checking account, accumulating to $375 ($25/month). Prior to the occurrence of the fee, I worked with the Bank to rearrange my account type so that there would be a fee charged on it. When I found out the large amount of fees, I called KeyBank general number and was referred to a “relationship manager” at the University branch. I talked to the manager and she agreed that the fees should not be taken out of the account but didn't do anything in a period of almost six months.

Last week I went to the Guilderland branch and the manager there, Guy **, literally told me that I should have noticed the fee early and now he would not do anything to pay it back – “I am a thief but you need to catch me early; otherwise I take your money.” I closed my account at KeyBank this afternoon. This is a bank of thieves and we idiots put our money in the hands of those thieves... You only have yourself to blame for doing business with people like that. Stay as far away as you can!

Save your time and money!! Don't bank with Key Bank!
By -

FLORENCE, KENTUCKY -- I have been in the banking industry for 6 years now and I have NEVER been involved with a bank this terrible. I should have stayed with Fifth Third! I left Fifth Third because I am an employee and that meant no one could view my accounts but myself--which can be an issue if there is ever a problem with fraud, etc. When I initially opened my account with Key, I did it online. I never got a confirmation number or a phone call or anything. So the following day I went into the Houston branch myself to see if the online service had actually worked and I ended up being in there for 2 hours!!!

Their systems kept going down and they couldn't tell me whether or not they had put begun the process of debiting my old Fifth Third account with an automatic transfer. I ended up leaving after they "fixed it" but I felt very uneasy--and I should have gone with my gut instinct. Recently (it's now 2010) I received a call from a woman at the Houston Rd. branch (**) and was rudely told that Fifth Third Bank had reported negatively to ChexSystems that I had NSF activity on my old account. I assured her there must be some mistake and that my account with Fifth Third had been closed and I left in good standing.

She rudely just repeated again that I had to close my account or I would have to have my check and debit card privileges revoked and they would start charging me fees for my direct deposit. I immediately contacted Fifth Third and was assured that they had not reported anything to ChexSystems and that all my accounts were closed and in good standing. The manager at Fifth Third even gave me a notarized document to take to Key telling them that I was a good client and that I was in good standing. I brought it to ** at Key immediately. I didn't hear back from her until a few days after. She again rudely stated that I needed to close my account or revoke privileges.

I asked if the problem with ChexSystems was still not cleared up and she said she hadn't run the report again, but because my account went overdrawn by $4-- even though I immediately deposited plenty of funds (CASH) to cover it-- that I had to close it. I tried explaining to her that the deposit would have been made the night before the check that caused the overdraft posted, but by the time I reached the bank they had closed for the night (they have highly non competitive hours and BAD hours for those who work 9-5). She simply said, "sorry."

The following day I saw where they hit me with two $33 overdraft fees!!! They had posted both overdraft fees FIRST, then an item for $16 that had been memo posting for OVER A WEEK, and FINALLY my cash deposit showed. Most banks do process the highest debit amount first, but in this case, they should have posted my cash deposit because cash is INSTANT. This account never should have been charged a fee especially because the deposit was made at 9 am the morning of the overdraft. Most banks give you until 1pm to get your deposit in.

I have NEVER been treated like this in my life. I had been banking with Fifth Third for 10 years and I should have stayed with them. I never had issues like this with them. There are PLENTY of other banks out there and I highly suggest if you are looking for a SAFE and RELIABLE place to keep your money--you AVOID Key Bank!!

Key Bank Theft
By -

EMMETT, IDAHO -- I wrote a check for $10.54, the person I wrote the check to cashed it at Wells Fargo bank. When this check hits my account....are you ready for this? It was processed as $610.00! I'm looking at my balance online, knowing exactly what it should be and notice I'm almost $100.00 overdrawn!

I see this check for $610.00 and just about fell off my chair! I immediately contact Key bank using the 800 # and the woman I speak with tells me, "Wow! That's a big mistake!" MISTAKE???? Try THEFT!!! The check in question clearly shows $10.54 so I know it's not the person I wrote the check's the BANK!! She tells me it will take from 1 - 5 BUSINESS days to fix this but they will reverse any overdraft fees.

Well isn't that nice of them? If I overdraw my account, they slam me with a $37.00 fee each time but when THEY overdraw my account, oh someone made a mistake, it will take days to fix and just don't use my cards until then....
What a load of crap! I want to contact the police or someone because I feel like they stole my money! Today I check my account and of course I have 3 overdraft fees! Wonderful! I deposited a payroll check to cover what I was short yesterday which should have made it good but NO, they had to process the overdraft fees BEFORE the freaking check so I'd be overdrawn!

I'm so mad I can hardly see straight!! What is my recourse for this? NOTHING! How can this happen? DON"T KNOW, THEY WILL LOOK INTO IT!! Who gets punished for this? NO ONE BECAUSE IT WAS A MISTAKE! I don't believe that for one lousy minute! Someone went home from work with a $600.00 bonus paid for by me and there isn't a damn thing I can do about it!! OK so it could be someone from Wells Fargo where the check was cashed or someone from Key bank, I just know that the whole thing STINKS!!!

I'm stuck unable to access my money which should be well over $800.00 but instead my account is almost $300.00 overdrawn??? I can't believe they get away with this kind of stuff. I did go into my local branch after speaking with the woman from the 800# and informed them of what was going on. They said they would look into it from their end and would call me later at work. Someone did call less than an hour later, said it would be 1-2 business days before the $600.00 was put back into my account and all overdraft fees would be reversed. And again try to limit my activity on the account so I'm not getting denied somewhere.

While I do appreciate the quick call back, it still makes me very upset my account is overdrawn when in fact it's not! Why can't I charge them $37.00 for each overdrawn item? Sure they will be reversed and the money will eventually get back into my account but I don't think they even understand the problem. This is something they have caused but I'm being punished for it! I can't access my checking account because of an "error" on their end and can do nothing about it!! What a lovely way to treat your customers....

03/19/2010... A follow-up call from my local branch this am. My account has been credited all monies owed but no explanation as to how or why this happened. "They aren't telling us anything. Maybe the check right before yours was for $600.00 and it was keyed wrong." Whatever!! I'm just glad I got all my money back!

Key Bank .. Do Not Bank With Them... Horrible.. Overdraft Fees When You Clearly Do Not Overdraft.
By -

MANSFIELD OHIO, OHIO -- First of all I started my checking account in June by July I have had to battle with this bank several times in 30 days I have had 5 overdraw charges and problems with the cashing of my checks that I deposit into the ATM. First problem I deposited my check into ATM and the first hundred dollars was quickly added to my debit card however it took them 5 business days to add the rest by that time I had used my card not knowing that this was their procedure.

They did remove that fee... I thanked them and went on 2nd problem... Another fee... Because that I put my check in the ATM on Friday and on Monday my check still was not processed and when I contacted the bank the teller told me my check had been processed and I was able to use my debit. I used the card for a nine dollar purchase and received a 39 dollar charge 2 days later for overdrawing my account.

I call the bank and they tell me it was a miscommunication and to contact my local branch so I did and they said "Sorry... We cannot remove this." I called corporate and finally 1 week later they removed the charge however I was then charged 39 dollars for another check that cleared the account that night that never even showed up as pending... And I had more than enough money to cover it had they not took out their bogus fees.

So I check my online statement and wow..... I had been charged again a 39 dollar fee and then again 39 more dollars where they moved the 39 dollar fee up and put another debit charge that had cleared two days prior above the charge that I received before for 39 dollars and bam... That initiated another charge... So now I have 3 over limit charges of 39 dollars a piece and I'm now negative 85 dollars in my account.

I am contacting the BBB and have made copies of the statements that clearly state that I had enough money and last but final.... I add all transactions up and I am missing 50 dollars that I guess just disappears because when I add all my deposits and all that I have spent minus their fees... I still would be 50 to the good... So where is it at???

No one knows and they told me the last time I talked to them that 2 was the limit they will not remove any other items from my account,,,, imagine that.... The icing to my cake. I talked to a friend about it and they did the same thing to her.... 700 in two months of overdraft fees where does this end??? Please I beg you do not bank with this company ... They will hold checks and send through transactions when your balance is already low......... Just to give you charges I guess this is how they clearly make their money.

Fees for Money Orders for long time customers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FEDERAL WAY, WASHINGTON -- I have been a Keybank customer since Keybank first moved into this state and bought out the bank I was banking at, so for decades. I have 4 different accounts there (I run a small business); so between the accounts I have a bit of money at Key, but none of this seems to matter to them. I was in Federal Way, which is not where I live, and found I needed a money order immediately so went into the Keybank on Pacific Hwy S. at about 4 pm; there were 4 people in line ahead of me and more came on in though the door - the line was getting longer. Only 2 tellers helping people, and 3rd was counting her money to go home - even with a really long line, and the line was not moving.

Both working tellers had people who apparently needed lots of help. It was about a 30 min. wait for me to finally reach a teller who name was ** and she greeted with no smile or how are you. ** informed me that there would be a $5 fee for my $35 money order. I asked, "Why? Isn't that a bank service?" She stated "no," it cost the bank money so it was going to cost me money. There was also no apology for the long wait, only that is how it is.... and there was no manager to help me either.

After arguing a few minutes I left and being upset about the time I wasted, I went to a Wells Fargo bank were I have a secondary account - I was simply "trying them out". In this account I have only $270. Not only was there only one person ahead of me, so only a few minutes to wait, I was greeted with a smile, and no fee for the money order. Wells Fargo also does not charge a fee for a paper statement either, Key bank does. Key bank most obviously does not appreciate me being a long time customer, or my multiple accounts. I will be transferring all of my accounts to Wells Fargo, who is currently providing way better customer service with no fees... and a few smiles too.

Please Read This If You Check Your Account Online!
By -

SEATTLE, WASHINGTON -- I am retired and check my account many times online everyday. I'm lucky that I have the time to do it as most people don't. Sorry for the long post but this should help anyone doing their check balancing online:

Thursday 5 days ago I made a (in person) debit card payment to my doctor's office for the past couple of months of co-pays for my wife and myself. Let's just say it was a little over $100.00. The next day (Friday) it posted as pending and did show it subtracted for available balance. I had enough to cover it and today (Monday) it is gone from the listing and they have added it back as though and my account balance is now $100.00 over my own calculations. Nothing shows pending so if I wasn't careful I could overdraw my account thinking my balance was $100.00 more than it really is.

They do this on Fridays just before the weekend so people will think they have more in their account when they don't. They hide under "We are performing maintenance" or some other excuse and purposely take out your already listed highest purchase and then tonight they add it in a second time and you just hope you have not made an easy mistake of forgetting your current balance because theirs is wrong and for a good purpose.

I know my balance is $150.00 but after posting and removing my highest payment show me to have $250.00 after they already received the payment. This happens too often and mostly on Fridays ("We're performing maintenance and all of your transactions may not be shown.")This is after I had seen it on Friday morning after paying (debit card) the doctor's bill on Thursday.

If you are not careful and overdraft on Friday and don't check your balance for a few days you will then have your overdraft fees automatically pushed into the second tier for more charges. I know, make sure you have enough money to cover but no matter how high or low my account is I shouldn't have to be subjected to this abuse. I am in the process of getting my Pension & Social Security auto deposits into a local bank here.

Tomorrow morning they will add in the $100.00 payment again just like Friday and deduct it from anything that was written or charged over the weekend. Even though it was processed last Thursday and was listed online as pending on Friday morning. UPDATE: Today is Tuesday (12 hours later) and sure enough the $100.00 shows up deducted from my balance when it showed NO Pending Charges last night and my balance was $100.00 more than this morning!

Overdraft Ripoff Scheme and Threats Made in Person on on Phone
By -

$34.00, that is what this is all about. Prior to the bank closing on Saturday a deposit was made. Some bills were paid on Monday, but the check was applied after the bills despite an overdraft account. I checked Monday, everything looked fine. I checked Tuesday an overdraft fee-- when according to my statement and online register BOTH I never went negative. I call the 800 number and they said "go talk to the branch manager". I did. He was very mean and acted like a cartoon villain as he explained they can put deposits and debits in any order they want.

I asked about another bill that was due to come out on Monday but hadn't, and he said he hoped they would put it in on Monday, so he could charge another overdraft fee retroactively, and as many other fees as he could find for my account. Then he realized my account opened in 1983 was with a branch five miles away. I had to contact that bank. I did by phone and was told she was out of the office for the day, and that they would monitor my account for anything odd. The original manager called me at work, reissued his threat, and claimed to have spoken to the other manager.

I called his bluff and he admitted he had not spoken to her. I told him not to call again, or I would consider it harassment. This morning the assistant called and said that they could not reverse the fee according to their rules. I have not been able to speak to the manager who was more than happy to speak to us when my daughter and partner opened accounts with her.

In NYS they say on the banking complaint website that most National banks apply deposits first, but they don't have to. Since 1983 I have only been charged two overdraft fees, one was reversed. I am very upset that the bank manager did not speak to me personally. Conclusion: KeyBank is not as nice to work with as they used to be.

Resolution Update 11/10/2010:

Apology and refund were given.

Key Bank Dirty Thieves
By -

TUMWATER,, WASHINGTON -- KeyBank made a mistake by not adding my new address to my account when I switched from a campground address to a PO Box address after I became a resident of WA. I called KeyBank to tell them my new address. They wouldn't accept a phone call to do a change of address. So I used my manual wheelchair in the snow in January 2009 to personally go into the bank and change my address, even took the slip from the Post Office to give them proof of new address. Never got another statement from them from Jan 09 to Aug 09.

During that time I had deposited money into that account to pay my phone bills with through auto debit. Got a call that I had never changed my address and my statements were being returned to KB and they were charging me $10 for every month a statement was returned. Here is the name for this service - Statement Information Safekeeping FEE. Charge for this service $10.00 each time you don't receive you statement. Guess what? You never know about this fee because you never get a statement telling you this is going on because they didn't actually change your address in their system.

Here's the kicker. I went in to cancel my account after I found out they had the only ATM that charged $3.00 to use their ATM with another bank's card. Also that they charge $32 and up for insufficient funds. I had a soft heart and let the guy talk me into keeping my account. He said it would be good to keep it for an emergency or if I needed to change banks. I kept the account and changed my address that same day. Damn stupid mistake on my part. So not only did they keep charging me $10 for the Safekeeping fee, they caused me to go insuf on my phone debit.

I was keeping record of the phone bills and the amount of money I put in the KB so I wouldn't go over. I thought they were sending out statements bi-annually, the reason I wasn't getting a statement. I fought with them on the phone and finally got them to remove the $32 overdraft charge and the month of July $10 safekeeping fee.



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Key Bank USA Checking Accounts Rating:
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2.3 out of 5, based on 3 ratings and
33 reviews & complaints.
Contact Information:
Key Bank USA
Corporate Office - Cleveland District
127 Public Square, 7th Floor
Cleveland, OH 44114
1-800-539-2968 (ph)
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