KeyBank — Local services in Buffalo

I just had a terrible experience at this branch. I sat down with a woman with petite, long black hair, possibly middle eastern decent (just so you know who she is) I came in because an airline is trying to refund me money. The card that was used to purchase the tickets has an expired expiration date and I now have a new card with a new expiration. So the airline wants the bank to type a letter on letter head showing my new card and new expiration for my refund. I show the woman the email and my information and provided everything I could. She then tries to research which it’s not that hard to see I purchased my plane tickets in the account associated with the card. She then refuses to type me a letter and says she doesn’t wanna be responsible and that her name would be on it. I politely asked her if she could just explain that this is my new card and she say loudly “Absolutely not!! I can’t do that!! I’m just a banker!! You’re the customer, you have to straighten it out”! I just got my stuff and left. I was so embarrassed and disgusted. It’s a simple request. Obviously the airlines want this information verified from the bank and not me. I have also called customer service and they were no help. Sad because I really liked key bank and now I want to close my account!

Update: I called back because I was so upset and spoke to Eric who is the supervisor and explained to him what happened and he typed me a letter and is emailing it. He was helpful, understood my frustration and was so nice. Thank you Eric if you are...

I deposited five IRS issued Employee Retention checks as they had to be filed quarterly. First check was deposited Friday April 28th, the other 4 on Monday May 1st ,the same post date on a letter informing us that they closed our account and refuse to do business with us because one of their fraud agents noted we have never deposited that large of an amount in our account before so Angel flag it as fraud. She never spoke to me, left me a message a week later and I called right back and was told she is out until Friday and she was the only person in the bank I can speak to. The IRS issued me this money to support those who were able to keep their staff employed during Covid. Oddly enough Key bank cashed those checks and still have it. IF Angel had done any research at all, it takes a minute to pull up my LLC. or even contacted me to confirm that I am not the criminal she has made me out to be. Instead she filed it as fraud April 28th and mailed a threatening letter over the weekend, and mailed it May 1st. She is supposed to be in the office tomorrow May 12th which is two weeks from my first transaction. She needs to have the correct answer or it will be handled legally. Defamation and threats are...

Untimely processing for account withdrawals causing confusion and hardship for the customer, frequent Zelle “locks” for “fraudulent activity” that I’ve never heard of impacting someone who uses a different bank, let alone as many times as it happens with Key. They take so long to process withdrawals, it’s caused me months of hardship and stress with my credit card carrier. I also find Corey in the Zelle Customer Service department smug, condescending, and either resentful or irritated that he had to answer customer service questions. If he is as resentful towards Key’s customers as my interaction with him would imply, I’m not sure why he chose a career in customer service. His “attempt” to provide customer service was to do offer to do the bare minimum then chuckle while he smugly says “yup, that’s the status of your account.” I cannot wait to switch banks and I would strongly encourage others to do the same. Their absurd processing times and frequent inexplicable confusion/problems become unacceptable when you factor in offensively poor customer service like that...