Complaints
This profile includes complaints for KeyBank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 247 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had contacted them about paying off my car loan a month early. So, they gave me a number (that included pay off fees and whatnot) and what information they needed on the check or money order. That amount was $450.23. I went to my bank on 3/8/25 received a money order, filled it out as requested and sent it same day via USPS. Between then and current day (3/27/25) I’ve reach out at least 8 times in regards to an update as their automated system stated I still owed (now having a late fee for “missing” the current month’s payment). Each time I called to inquire the receipt of the payment, they continually told me they did not receive it and to wait a few more days. Today, I received a call from my bank stating they received this money order back again with something stating that information was missing from the money order. I called Key bank and spoke, yet again, with a representative and then to a manger who continued to tell me I now have a late fee and a daily interest fee since they did not receive my payment when expected. I was never contacted about this money order when they actually received it so it could get resolved. I was always told “we never received it.”
Business Response
Date: 04/10/2025
We’re following up on a recent concern you filed with the Better Business Bureau regarding the payoff for
your account. We regret the frustration this matter has caused you, and we appreciate you bringing it to
our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
? 2/28/2025: You were provided a payoff quote in the amount of $450.23 good through 3/14/2025.
? 3/20/2025: A late fee in the amount of $4.34 was assessed to your account.
? 3/28/2025: We received a wire payment in the amount of $450.23. The late fee of $4.34 was
waived automatically and your account was paid in full. A paid in full letter was mailed to the
address on file.
? 3/31/2025: The lien on the vehicle was released.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we were unable to locate a money order sent to KeyBank, by you, for
$450.23. As a result, we did not receive your March 2025 payment, and a late fee was appropriately
assessed to the account. As a gesture of goodwill, the late fee was waived on March 28, 2025. We did,
however, find room for improvement regarding the information you were provided at the time you
requested your payoff. We apologize for any inconvenience or frustration this matter may have caused.
Please be advised this has been addressed internally with the appropriate personnel.
Your account is now considered paid in full and closed. The lien for your vehicle was released on March
31, 2025, and your title was electronically sent to the Pennsylvania Department of Motor Vehicles.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at ************** Monday through
Friday from 8 a.m. to 6 p.m. ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information
©2024 KeyCorp. KeyBank Member FDIC.
on hand when you call:Customer Answer
Date: 04/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
***** ****
Initial Complaint
Date:03/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The following case has taken place between the timeframe of April and July, 2024. My check had been intercepted/stolen on its way to pay the credit card bill to ***** **** Services April, 2024. My check was washed, re-written, forged, and cashed to a scammer. All the information on the check had been altered, including the pay to the order of, the amount (was raised), the signature changed, the memo, and the date. The handwriting on the check is obviously not the same as mine. In my opinion, KeyBank, who accepted this clearly altered check, could reflect conduct falling outside of normal standard of use. In continuation, with no courtesy text or phone call, KeyBank allowed my forged personal check for $4661.39 to be cashed by a thief at KeyBank. At that point in time, KeyBank was in the best position to avert the wrong. I contacted KeyBank literally within 5 minutes of figuring this out. However, it took over 30 days for me to figure out i had been a victim of fraud. KeyBank will not reimburse my loss. Their "30 day policy" allows the fault to be mine. I am seeking the relief of $4661.39. This is the exact amount of my forged check that KeyBank cashed to a scammer, and will not reimburse. They have formally refused my request twice. Documents uploaded include: NYS Banking Association fraudulent banking rules and law. Copy of my altered/forged check Refusal letter from KeyBank KeyBank Notarized Affidavit form pages 1-6 **** ********** *** ****** ***** ************ ****** ****** ****** ********* Thank you for your consideration in this matter* ******* ******* ---------- K****** *** **** ** *********** ** ********** ************ ****** ******** **** ******* ******* ***** ********** ************Business Response
Date: 03/19/2025
We’re following up on a recent concern you filed with the Better Business Bureau regarding your
Checking Account. We regret the frustration this matter has caused you, and we appreciate you bringing it
to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
? 4/22/2024: A check (# ****) in the amount of $4,661.39 and dated April 22, 2024, was processed
against the Checking Account.
? 7/18/2024: A check (# ****) in the amount of $6,408.03 and dated July 14, 2024, was processed
against the Checking Account.
? 7/30/2024: You informed KeyBank that the above checks were not authorized. As a result of the
report, an investigation into the checks was opened.
? 8/15/2024: The claim for the first check (# ****) was denied.
? 8/16/2024: The claim for the second check (# ****) was approved and the full amount of the
check was credited to the Checking Account.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we were unable to find any errors with the decisioning of the check fraud
cases. As stated in Section 10 of the enclosed Deposit Account Agreement and Funds Availability Policy:
You must notify us as soon as possible after receiving your Account statement if you believe there
is an error or irregularity of any kind, including any unauthorized transaction or signature, lack of
signature or alteration. You agree that thirty (30) days after we mailed a statement (or otherwise
made it available to you) is a reasonable amount of time for you to review your Account statement
and report any errors or other irregularities.
That same section also states:
You agree that failure to report any error or irregularity in writing within thirty (30) days after we
mailed your statement (or otherwise made it available to you) shall preclude you from recovering
any amounts from us.
As you failed to notify us within 30 days of the unauthorized processing of the first check, we were unableCustomer Answer
Date: 03/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The KeyBank response was a duplicate of what we have received already.
We, as 30+ year loyal KeyBank customers failed to seek out and find any criminal activity that could have happened in our account within a 30 day time period.
Long before we were found at fault, we believe that KeyBank had the best chance to avoid this fraud in the first place at the local branch where they allowed our check to be cashed.We understand from a meeting with the branch manager that our check was cashed in person at a branch.
This could very well be a banking error on KeyBank.
(In our previous uploaded file)
NYS banking law states, "A drawee Bank who accepted a clearly altered check could reflect conduct falling outside of the normal standard
of care."
Our check that had been stolen, washed, re-written to a false person, and for a larger amount $4661.39, was not like any other of our
hundreds/thousands of checks that had been written from our account over the past 30 years. The handwriting was off, and it followed none of our previous 30 year banking habits.
Those are 2 solid pieces of evidence to state our case.
Banks are responsible for protecting customer accounts and have measures in place to prevent fraud.
At that time, before any crime was committed, KeyBank was in the best position to avoid any fraudulent activity whatsoever, simply by following normal NYS banking law check cashing standards.
If we to fail in our final rebuttal, we ask to obtain from KeyBank all photo/video evidence inside and outside of the branch of the criminal who they cashed our check with a false ID to. We will take this evidence and add it to our East Greenbush Town police report so we may be be able to continue our efforts in restitution.
Thank you,***** * ******* *******
Business Response
Date: 04/02/2025
Dear K**** *** *******,
We’re following up on a recent concern you filed with the Better Business Bureau and the *** **** ***** ****** of the ******** ******* regarding your Key Express Checking Account ending in **** (“Account”).
We regret the frustration this matter has caused you, and we appreciate you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
We have previously responded to your concern in KeyBank Case # 2RUJQF. I have enclosed our
previous response for your reference, and our response remains the same. We were unable to find any
error with the decisioning of the check fraud case. Section 10 of the Deposit Account Agreement and
Funds Availability Policy states, “You must notify us as soon as possible after receiving your Account
statement if you believe there is an error or irregularity of any kind, including any unauthorized transaction
or signature, lack of signature or alteration. You agree that thirty (30) days after we mailed a statement (or
otherwise made it available to you) is a reasonable amount of time for you to review your Account
statement and report any errors or other irregularities.” That section also states, “You agree that failure to
report any error or irregularity in writing within thirty (30) days after we mailed your statement (or
otherwise made it available to you) shall preclude you from recovering any amounts from us.” As you
failed to notify us within 30 days of the unauthorized processing of check # ****, we were unable to
provide any credit for check # ****.
It cannot be substantiated that the ********** ****** ***** branch advised that the check was cashed,
in-person at a KeyBank branch. Check # **** was negotiated at ******** ****** I have enclosed an
image of the check for your reference.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at 800-625-3256, Monday through
Friday from 8 am to 6 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.Initial Complaint
Date:03/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I deposited a federal treasury of the United States government check and was told because of fraudulent government checks they cannot release the funds But they cast a smaller check from the federal treasury of the United States government check with the same account number and the check cleared just because it was for $56 and not 5000 when I called today. I asked to speak to a manager of the branch Customer service telephone line stated they will be connecting me with a manager from the branch after shortly making my complaint about the federal government and it not clearing and my expiration of the hole is today and KeyBank was open Thursday, Friday, Saturday, Monday, Tuesday it’s five business days. Your business is open for five days. The woman explained to me she’s just an associate and not a manager, I called back to speak to acustomer service rep. I asked for a manager & This manager cut me off. His name was Raul. I asked to speak to his manager. I keep getting the runaround about where these managers are the day I asked to check I askedfor a manager nobody was there today. I call no manager again. If this was a personal check, I completely understand the whole if I only cashed one federal treasury United States government check I understand the hold, I deposited two checks one for $56 which cleared immediately and another one for 5000 it was told no we have to put this on hold due the amount and because of some overdraft that I recently had Each employee in each manager the one from the customer service line both told me we have to look out for fraudulent checks so we can’t just the funds then why did you cash the first check with the same exact routing and account number on it it cleared just fine I don’t understand when I ask for a manager the first time why I didn’t get to speak to one I also don’t understand when I to speak to Raul‘s manager there’s no one on the floor. I just want my funds released so I can close my account and find a better bankBusiness Response
Date: 03/13/2025
We regret the frustration this matter has caused you, and we appreciate you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. share the
results of our investigation with you.
this concern. Please refer to the list of enclosures at the bottom of this letter.
ined that you deposited two checks in our branch on February
26, 2025. There was a hold appropriately placed on your deposit of $5,120.52 In accordance with Key's
Deposit Account Agreement and Funds Availability Policy, section 6, "In addition, funds you deposit by
check may be delayed for a longer period under the following circumstances, You have overdrawn your
account repeatedly in the last six months" The funds were made available to you according to the hold
notice provided to you at the time of deposit being first business day after March 4, 2025, the hold
expiration date. We have researched your additional concerns and have reviewed your Interactions with
our Contact Center agents, it was determined no error was found In the service or Information provided to you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Key Bank closed my checking account for fraud when there was no fraudulent activity and treated me as if I was a criminal. I had been a Key Bank customer since I was a child as it is HQ in my hometown of Cleveland, OH. My parents and family members are also Key Bank customers which made transferring money, checks clearing relatively quickly, etc. convenient. I have lived between Cleveland, OH and Scottsdale, AZ for almost 14 years and as a result, I have a local AZ Credit Union where I have my car loan, and another AZ based bank close to where I live to make cash deposits, withdrawls, etc. but considered my Key Checking account as my primary checking where I would have my direct deposit paychecks sent and kept the majority of my money there. Generally, when I was paid by my direct deposit to Key, I would Zelle, Venmo, or Apple Pay MYSELF to transfer funds to my other checking accounts from Key because it was instant and free / minimal fees. I also received some cash gifts from my parent's Key account over the years and my father, who has the same name (different middle name) would transfer me the funds from his Key to my Key account. I have never filed a fraud report, there was no fraud, and Zelle or Venmo yourself is not against any rules. In October 2024, I was living in Arizona and unable to log into the Key App or Online - I called the 800 Number and was told I had to go into the branch where I opened my account (Brecksville, OH). I explained that I am 2000 miles away and that was not possible. I eventually flew to Cleveland to do this and still they did not help me. My money was held hostage for almost a month until Key closed my account "for fraud" and eventually mailed me a check for the balance. No one at Key ever gave me an answer to why it was closed. If you want to close my account, fine but do NOT state that it was due to fraud because no fraud was ever committed. I now can't even log in to pay my Key credit card. It's been a nigntmareBusiness Response
Date: 05/07/2025
We’re following up on a recent concern you filed with the Better Business Bureau (BBB) regarding your
checking account and your credit card account. We regret the frustration this matter has caused you, and
we appreciate you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
? 10/17/2024: Due to suspected fraudulent activity detected on your account ending in 1773, a
restriction was placed on the account and your online banking account was deactivated, so that
the activity could be investigated. Upon review, activity was identified that was not in accordance
with our Deposit Account Agreement and Funds Availability Policy, and the determination to close
the account was made.
? 10/24/2024: An Official Bank Check (OBC) for the remaining funds of the account was issued to
you and mailed to the address on file, and the account was closed at a zero balance.
? 11/15/2024: We received a call from you asking for access to the online banking platform so that
you could make a payment to your credit card account. You were advised that due to your
account activity, you were not able to have access to the online banking platform; however,
payments can be made over the phone with the credit card department.
? 01/03/2025: You contacted the bank to confirm the payment due date and the payment due for
your credit card account ending in 7558. You were correctly advised that the due date was
01/04/2025 and the minimum payment due was $1,024.33. A payment of $1,025.00 was made.
? 01/06/2025: The payment of $1,025.00 posted to the credit card account ending in 7558.
? 02/26/2025: We received a call from you asking for assistance with accessing the online banking
platform. You were advised that your access was deactivated, and you would need to speak with
the Fraud Hotline.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we’ve determined that there was no error made. Your account ending in
©2024 KeyCorp. KeyBank Member FDIC.
1773 was closed pursuant to the Deposit Account Agreement and Funds Availability Policy. You were
notified of the determination and reasoning to close the checking account ending in 1773 via letter mailed
to the address on file. We determined to sever our business relationship with you due to identifying
account activity that is not in accordance with the Deposit Account Agreement and Funds Availability
Policy. We were unable to substantiate your claim that you were advised to make travel arrangements to
visit the Brecksville Branch as your only way to receive assistance.
Regarding your claim that you are unable to make payments to your credit card account without access to
KeyBank’s online banking platform, we make other methods of making payments available that do not
require online banking access. Per the Cardmember Agreement, you are responsible for making
payments to the credit card and, “You must follow the payment instructions provided on your monthly
billing statement. All payments made by check must be drawn on a U.S. financial institution in U.S.
Dollars. You authorize us to either use information from your check to make a one-time electronic fund
transfer from your account or to process the payment as a check transaction.” Without access to
KeyBank’s online banking platform, you can make payment by phone, mail, or by setting up Automatic
Clearing House (ACH) payments. The credit card account ending in 7558 most recently reported as
current. Please call 1-800-539-2968, to discuss these payment options further.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.Initial Complaint
Date:02/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
KeyBank has been holding my money from me for over a week now, I’ve spent hours on the phone, spent days calling them trying to figure out different ways to get access to my money and they haven’t been able to help me or provide me with any way to get ahold of MY moneyBusiness Response
Date: 02/28/2025
We’re following up on a recent concern you filed with the Better Business Bureau regarding your checking
account. We regret the frustration this matter has caused you, and we appreciate you bringing it to our
attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
? 02/08/2025: You contacted KeyBank and reported $320.00 of fraudulent activity on your Key
Smart Checking account ending in 2127. You were provided a $320.00 provisional credit, and to
investigate the account activity, a restriction was placed on the account.
? 02/13/2025: We received a call from you and the account co-owner asking for the restriction to be
removed so that you could withdraw funds from the account at an ATM. We completed the proper
verification and removed the restriction to allow the ATM withdrawal. However, the transaction
declined. The restriction was replaced, and you were asked to call back to check the status of
your Identification card being verified.? 02/14/2025: The dispute was approved, and you were notified that the $320.00 provisional credit
became a permanent credit to the account.
? 02/18/2025: Key Smart Checking Account ending in 3826 was opened with an $820.25 deposit at
the Broomfield Main branch as a replacement for Key Smart Checking account ending in 2127.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we’ve determined that there was no error found. Regarding your call
interactions, you were assisted to the best of our ability for what was possible at the time of your calls.
You reported fraudulent activity and to protect from any further fraudulent activity and to investigate the
account activity, a restriction was appropriately placed on the account. You were advised in writing that
KeyBank would attempt to resolve the account restriction within thirty calendar days from the date the
restriction was placed, but that the actual time to resolve the restriction may be shorter or longer. Your
dispute was approved, and you were provided a permanent credit. Our investigation has determined that
you were a victim of a scam and the account ending in 2127 was compromised, so its restriction will not
be removed. Key Smart Checking Account ending in 3826 was opened to replace your compromised
©2024 KeyCorp. KeyBank Member FDIC.
checking account. Key Smart Checking Account ending in 3826 is still open and unrestricted, and your
access to the Online Banking platform has been restored.
At KeyBank, the security of your accounts is a top priority. We’re always looking for new technologies and
ways to help you keep your accounts safe and secure. Arming yourself with the latest information is
crucial to protecting your financial accounts and your personal data — and we’re committed to keeping
you apprised of the latest fraud trends and preventative measures.
If KeyBank ever initiates a call or text to you, we will not ask for your log-in credentials, passwords, PIN, or
one-time passcode. We’ll also never ask you to send money to yourself via any electronic method such as
*****, account transfers, or wire payments. I have enclosed information on protecting yourself from fraud.
This information is also available on key.com.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at 800-625-3256, Monday through
Friday from 8 am to 6 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
* *** **** ** ******** * ******* **** ** *****5
Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.Initial Complaint
Date:01/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Multiple times I have asked for help to add a family member to by safety deposit box. I have a home in Salem but now live im AZ. My husband has passed and my health is not good. They have refused to send new signature cards and allow me to sign in front of a Notary. They have refused to close my box and mail my articles. They have refused to allow me to have my daughter, who live in Salem to become a POA and yse it to close my box. I am considering hirong an attorney at this point.Business Response
Date: 04/29/2025
We’re following up on a recent concern you filed with the Better Business Bureau (“BBB”) regarding
issues with numerous, alleged requests to either close your Safe Deposit Box or have a family member
added as an owner. We regret the frustration this matter has caused you, and we appreciate you bringing
it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Upon review, we were unable to locate any recorded calls to our Key2You Customer Service number
regarding this matter. Our search included the phone number KeyBank has on record, as well as the
number listed in your BBB complaint. In addition, review with KeyBank’s Battle Creek branch where your
Safe Deposit Box is located, found no interactions regarding your request.
A representative from the Battle Creek branch attempted to reach you on February 5, 2025, at the phone
number KeyBank has on record; however, they found the number is no longer in service. As a result, they
were given the phone number listed in your BBB complaint and attempted to reach you on February 19,
2025, to discuss your requests. The branch advised they were able to leave a voice message requesting
a return call.
While we are unable to honor your request to have a family member added to the Safe Deposit Box
without you present, KeyBank does have a procedure in place for clients to request closure of a Safe
Deposit Box by mail. The process requires a signed, notarized letter requesting the Safe Deposit Box’s
closure. For verification, the signature on the letter will be compared to the signature on your Safe Deposit
Box Agreement. Following signature verification, all documents will be submitted for legal review and
approval. Once approval is obtained, the branch will prepare a Close by Mail Acknowledgment letter,
which will be mailed to you along with a Safe Deposit Box and Disposition of Contents form and an
Affidavit and Indemnification Agreement. Upon receipt of the completed forms, the branch will be able to
close the box and mail the contents to you. It would be important to have your address updated in our
system if you wish to have the contents sent to an address other than that on record. Return of the Safe
Deposit Box’s keys can either be done with the initial notarized letter or the return of the forms. The
notarized letter can be sent to the following:
KeyBank Battle Creek Branch
4545 Commercial Street SE
Salem, OR 97302
©2024 KeyCorp. KeyBank Member FDIC.
We hope this information is helpful and apologize for any frustration this matter has caused. If you have
any questions during this process, you may reach out to the Battle Creek branch directly at 503-399-2724.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.Initial Complaint
Date:01/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened a checking account with KeyBank. After I made my initial $20 deposit to open my account, they put a restriction on my account. Now I am no longer able to use the account or withdraw my $20 deposit. I have tried getting in touch with customer service, but they won't tell me why there's a restriction or how I can fix it, and then they disconnect from me. This is disgusting, almost criminal service. All I want is my $20 back and to close my account.Business Response
Date: 02/10/2025
We’re following up on a recent concern you filed with the Better Business Bureau regarding a restriction
that was placed on your account. We regret the frustration this matter has caused you, and we appreciate
you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
• 1/14/2025: You opened the account online.
• 1/15/2025: Potentially suspicious activity and/or information related to your account had been
identified and a restriction was placed to prevent further potential fraud attempts.
• 1/15/2025: A notice was sent to you informing you of the restriction on the account and what
information is needed from you for the security of your account.
• 1/28/2025: We received a copy of your ID.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we’ve determined that the address on the copy of your ID that you provided
does not match the address provided when you opened the account online. Please provide proof of your
physical address as outlined in the enclosed letter by February 11, 2025. If we do not hear from you by
that date, we may close your account and any funds due to you will be sent to the account mailing
address.
Additionally, we reviewed your interactions with our contact center on January 24, 2025, and we found
that the representatives did appropriately assist you with the information you needed to have the
restriction removed from your account. You contacted us via the online banking chat and with this feature
if there is no response for an extended period time our agents are required to disconnect to assist other
clients. We sincerely apologize for any inconvenience or frustration this may have caused.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that©2024 KeyCorp. KeyBank Member FDIC.
occurred.
If you need further assistance, I’m happy to help. Simply contact me at 1-800-625-3256 Monday through
Friday from 8 a.m. to 6 p.m. ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information
on hand when you call:
* *** **** ** ******** * ******* **** ** ******
Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.Customer Answer
Date: 02/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The bank is asking for things I don’t have to remove the fraud alert, like a utility bill or lease. But my lease and utilities are not in my name because I am a caretaker for my father at his address. The bank had no problem taking my initial deposit back without proof of address. Now that I want to withdraw my money they’re setting a different standard. All I want is my initial deposit back and the close this account.
Regards,
***** ******
Initial Complaint
Date:01/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Key Back issued a billpay check from my checking account 12-5-24 to ******** ***** in the amount of $148. Keybank has a new check printing process and the check arrived missing numbers at the bottom. Another check issued the same day from that account to my business was correct. The $148 check was not cashable. We tried it on line, and directly in a bank. We called Key bank in december to report the issue and all they did was stop the check. We went in person to the Lakewood Key bank and nothing was done to resolve this and return my money. We spent 1 hour on the phone with Keybank supervisors and they still refuse to return the $148 to my account. We have wasted hours of our business time due to key banks poor checks and poor customer service. Next we will find a new bank to work with!Business Response
Date: 02/04/2025
****** ******* *** ******** ** **** ***** ** ***** * ******* *** **** ****** *** **** *** ***** ********* ******* ****** ** **** **** *******
We’re following up on a recent concern you filed with Better Business Bureau regarding a non-negotiable
Bill Pay check. We regret the frustration this matter has caused you, and we appreciate you bringing it to
our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
• 12/5/24: A Bill Pay check was issued to ******** ***** in the amount of $148.00, which was
missing numbers on the bottom of the check.
• 12/27/24: You called customer service to report the error and a stop was placed on the check.
• 1/13/25: You called customer service to inquire about the refund of funds, a dispute was filed but
for the wrong check.
• 1/20/25: A dispute was filed on the correct check as the error was discovered.
• 1/22/25: Your account was refunded for the $148.00.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we’ve determined that due to a system error the Bill Pay check issued on
December 5, 2024, was missing necessary information that prevented it from being cashed. Due to an
error when you called in, the Bill Pay check was not disputed until January 20, 2025, resulting in a delay
of your refund. We apologize for any inconvenience or frustration that may have been caused because of
this error. Please be advised that we have since addressed this error internally with the appropriate
personnel. Your account has since been credited for the $148.00 on January 22, 2025.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at 1-800-625-3256, Monday through
Friday from 8 am to 6 pm ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
©2024 KeyCorp. KeyBank Member FDIC.
* *** **** ** ******** * ******* **** ** ******
Thank you once again for bringing this matter to our attention. We use client feedback, both positive and
negative, to constantly evaluate our interactions and enhance our client experiences.
Kind regards,
Joann J.
Joann J.
Enterprise Client Relations
Office of the PresidentInitial Complaint
Date:12/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally express my frustration and dissatisfaction with the handling of my dispute appeal regarding a charge on my KeyBank account. Despite providing all required documentation when I filed my appeal, I have been subjected to an ongoing cycle of delays and lack of resolution. It has now been over three months since I initiated the dispute appeal—well beyond the legal time limit for investigating such cases. Each time I follow up with your team, I am assured that the matter will be escalated, but no action is ever taken, and the issue remains unresolved. This experience has been both disappointing and unprofessional, as I have made every effort to get this resolved, get my money back, and have provided all necessary information in a timely manner.Business Response
Date: 01/23/2025
******* *** **** *** ****** ***** *** **** *** ******** *** **** *** ****** **** *** ******
KeyBank National Association (“KeyBank”) is in receipt of a complaint filed with your office by ****** *****. KeyBank is committed to providing ease, value, and expertise to our clients. On January 22,
2025, KeyBank responded to ****** *****’s concerns in writing. I have enclosed a copy for your review.
KeyBank values their feedback and the opportunity to address their concerns with quality and integrity. If
I can be of further assistance, please contact me, citing the case number above, at **************. For
clients using a TTY/TRS device, please Dial 711. We are available Monday through Friday from 8am to
6pm Eastern Standard Time.
Sincerely,
****** **
Enterprise Client Relations
Office of the President
Attachments
Client Written Response and Enclosures dated January 22, 2025Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an account with a key bank, upon signing for the loan, the teller did not inform me this was a interest-only loan. Even after trying to pay off the loan, I have difficulties try to pay my loan online, everytime I go pay the loan, the company lock me out than add interest and after spending several hours on different occasions, trying to fix the issues. they have made repayment very difficult so they can continue to accru interest.Business Response
Date: 04/24/2025
Response received from the business
We’re following up on a recent concern you filed with Better Business Bureau regarding your Small
Business Responsive Line of Credit (“Line of Credit”). We regret the frustration this matter has caused
you, and we appreciate you bringing it to our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a summary of the findings that determined our decision.
On March 17, 2023, you opened the Line of Credit. At the time of the opening, you signed the enclosed
Small Business Responsive Line of Credit Agreement (“Agreement”). As stated in Article 1 of the
Agreement:
The Bank will credit adjustments and apply payments by or on behalf of the Borrower in the
following order: first, to accrued interest, then to fees, and then to Advances, or in such order the
Bank determines appropriate.
However, if you wish to make additional payments, there are several options for making this payment,
including, at any KeyBank branch, by mail, automatic draft, external bill pay or by phone.
Additionally, our records show you have had some difficulties logging into your business online banking. If
you have difficulties with accessing the online banking, please contact us at 1-888-588-3977 (we are
available Monday - Friday 8:00 a.m. - 9:00 p.m.; Saturday 8:30 a.m. - 5:00 p.m. Eastern Standard time).
You can contact **** ********* your Relationship Manager, at *************
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at *************** Monday through
Friday from 8 a.m. to 6 p.m. (Dial 711 for TTY/TRS.) Please be sure to have the following information on
hand when you call:
? BBB Case #* ********
? KeyBank Case #: ******
©2024 KeyCorp. KeyBank Member FDIC.
Kind regards,
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