KeyBank, East Amherst NY

I was charged a fee for a pending transaction, that I should not have been charged. The transaction was pending and I got the money in right that same day. Customer service would not remove the fee. They just rudely told me if I don't get money in to cover the fee I will be charged again. At my primary bank (Bank of America) if there is pending transaction and you put money in before it clears all is fine. You would think with covid and so many people struggling this would not be a issue. I can only come up with is that Key bank is greedy! I'm very disappointed. Most or all companies are willing to go above and beyond especially right now, not Key bank. Just a heads up for anyone else out there that has a Key bank account.

Patty was amazingly helpful and kind today and offered multiple solutions. Thank you!

Worst customer service ever by a financial institution. This review covers not just the local branch, but their phone customer service support system as well. Short version: the local staff and phone staff were completely inept at assisting me with a basic function of closing my accounts when I moved from western New York. I expect more from a major financial institution that I trusting to manage money and provide appropriate customer service. Complete failure!

I tried to make my final car payment online. Key Bank won't tell you but if you do, they will NEVER give you a lien release. You have to go to the branch, take the same money out of your Key Bank account in person and pay it there, same money from the same account, exactly what you would do onlinw. They don't tell you that they won't send you a lien release. I guess it was a good thing I called although the customer service rep.even said that it was ridiculous, but "that's the way it is".

Judy Mccauley and her team are approachable, friendly and eager to assist.