KeyBank

What bank leaves their drive up OPEN signs ON and their payment tubes running when no one is there? I actually waited 5 to 10 minutes before hitting the CALL button as nobody had gotten back to me yet, because most of the time that's how long I wait for anybody to help me at this bank. They are SLOW. There are cars parked out front. The open signs were on. I would not have put my money in to the payment tube and my ID and my credit card if that hadn't been the case. Now I'm out all of that stuff for days because these guys are incompetent. As soon as I get my stuff back I'm changing to another bank. I've been putting it off for about a year and a half and it is beyond time.

VERY POOR CUSTOMER SERVICE!!! I was told new credit card did NOT have transfer fee or high interest rates by female who booked appointment with "Ryan." He further agreed to these claims. They said I would have same day answer. After 5 days with no word, I called them back and was told card was approved. When card arrived, it had not a HUGE fee for transfer balance and a VERY high rate! I have called 5-10 times since then and no one answers the phone; I have left messages and no one returns the call. So, I will definitely NOT be activating my card. Sorry I wasted my time. Sad to see such unprofessional workers and management!

If I could give this place zero stars I would. This particular location is the most unprofessional I and my Boyfriend have ever experience. If you bank with this location in particular proceed with caution. My Boyfriends problem with them is ongoing too, please see statement below. "On June 23 2022 I deposited a $2500 check into my KeyBank account digitally. Initially, it said that the check would take up to 48hrs to deposit but then it was flagged as a fraudulent check. I was then told that it could take up to a week for the check to clear so I decided to do some food deliveries so I could have money. After I was done with my food deliveries, I found out that KeyBank had frozen my account and I didn't have access to the money I just earned. I went to the KeyBank in Fort Collins, Colorado on Drake Rd and asked the branch manager what was going on. She said she would just have to call the fraudulent department to lift the band. I asked if I could speak to the fraud department, explaining that this is costing me my livelihood, and she said "no", and that she "didn’t care". She never let me talk to the department and ask any questions myself. I told her that I didn't understand and that I felt like I was being discriminated against. That's when she said “that is because you are”. After that I just left. I made several calls to other KeyBank and was told they don't know what is happening and this is unheard of and that they would take care of it personally but I never heard back from them. So then I called the 1 800 line and was told that the note on my account said that I needed to get in contact with the fraudulent department at a local branch and confirm who I was in order to unfreeze my account. So I gave it a couple of days and went back up to the branch office. They called the fraud department and I was told that it would take ten days to unfreeze and clear the check. The check was from Wells Fargo so I went to Wells Fargo. I had them look at the check and they confirmed that the check was not fraudulent and they confirmed with KeyBank that it was a legitimate check. July 6 2022 I went to a branch location in Michigan and was told that my account was still frozen and there was nothing they could do because it was something that the branch in Fort Collins Colorado on Drake Rd did that is making this process harder. Again, they looked in the notes and confirmed that they did call Wells Fargo and Wells Fargo said it was legitimate and released the funds into the account, but I still don’t have access. They said it could take up to another week for the account to unfreeze. I am tired and confused and just want access to the funds in my account."

The customer service there is awful. My roommate and I had to make several phone calls and emails to understand what was going wrong with my account because no one there decided to tell me what was wrong. I thought everything was fine and then I email the banker we were working with that after 3 weeks I still hadn't recieved my credit or debit and that's when they chose to tell me what's going on. Btw it took my roommate a month to get his account set up and he didn't have any problems. I thought I fixed the problem because I did what I was asked to do and again 0 communication back to me. I emailed and emailed and emailed and my roommate made phone calls and it seemed like he was the only one getting answers. I told the banker that I need my account and told her when I was available for a phone call and she would keep telling me she will call and then never did. My roommate called again today and she said my account is shut down now and I need to fill out a form to get a paycheck for my money back which she said will take about a month. I highly dont reccomend coming to this bank. They blamed everything on me and my roommate and didn't take any accountability at all. Go to a different keybank that actually cares to fix problems and communicate because you are guaranteed not getting it here. I hate saying all of this because I'm usually a push over and don't complain a lot but this was completely a waste of time and energy and if I knew this would happen I would have gone somewhere else.

I went in today after being told I had a 7 day hold on my check. I obviously arrived very stressed and flustered and what I was greeted with was the best customer service experience I have ever received in my life. I was treated so professionally and the two employees who helped me(big thank you to Richard and Jesse) were the kindest men I've ever met and did everything in their power to help me. I've been a keybank customer for 3 years and I will gladly continue to use them for the years to come.

My husband and I had a mix up at the bank. I called Jesse and he made phone calls and talked to people for two days until he found answers for us! He even called after business hours the second day to let us know what he found out! We then went to the branch for his help in filling out paperwork. Jesse was so kind and walked us through everything!!! He’s amazing and we feel comfortable turning to him with any banking needs or problems!!!

5 stars for Jesse Herrera at the Drake location of the Fort Collins KeyBank. We were ready to file for forgiveness on our PPP loan when I remembered how helpful Jesse had been previously. He was so helpful again and offered to fill out the forgiveness application with me right then and there. We got it done. Earlier, I'd called the indicated phone no. to find out more about the PPP loan forgiveness process and they didn't even know the simple answer to my question of how many months we had to file for forgiveness after the money was deposited into our KeyBank account.

When in today to deposit some money tje manager told me to wait Why?? teller windows was empty no lines sat down and waited 35 minutes as soon as a business owner walk in they expedited him immediate.I was floored this is turning into another Chase bank.For 35 minutes I would hear them talk about the food they ate and their relationship two managers where counting money over and over in all drawers and not fazed at all that i was sitting there at least 35 mintues, the manager want people in office cubicle to take care of us instead of them because their conversations amongst themselves was important.Than taking care of clients who are depositing money or any transaction. Rediclous service is awful, from, November until May service was very good you, Now you have 12 staff members non to take care of business sad.

*Most recent update below * Iv been going to this bank over 7yrs to make my rent payment. They always ask me for 2 forms of id ss# and still takes for ever. Recently iv sent my roommate to make the payment as i injured my self and they dont ask him for anything beside the account # where its being deposited. Whats the difference he is white im dark skinned. This bank has rejected my payment about 4 times now and have to scramble to figure how to get the payment in without getting late fees. **Update 9/6/2022 it became better for a sec when the colored manager is working but as soon at he aint there back to the same discrimination tactics, serious almost 10yrs now and you all dont know me yet? Guess ill have to send a white friend cause they dont ask them for an ID. I will stop doing business with the account holder do to this banks customer service.

My business has been using Key Bank for about eight years when we selected Key for convenience and location, but the relationship has always been about friendships and service. I have been especially impressed with Mr. Jesse Herrera and his team for the assistance given me when I applied for the PPP program. Keybank and the Drake location were able to help me and my business when I needed their help.