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BB&T bank took over for National Penn here in Pennsylvania and it has been a disaster. We were with National Penn since 2009 with all of our personal and business accounts. The branch managers don't have a clue what’s going on, only corporate controls everything. The fees for every little thing are outrageous. They are looking to steal and rob their customers with fees. This bank is a scam and in 2018 I will finally shred this institution, by the way who has come into the state of Pennsylvania and is doing business but is not governed by PA Banking Laws. This outfit can do whatever it wants in this state. Shame on you PA for letting this bank steal from PA residents. I'm sure someone on a yacht or vacation home is literally laughing all the way to the bank. STAY AWAY FROM THIS BANK. IT WILL BE THE BEST BUSINESS DECISION YOU WILL MAKE.


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Charged me $110.00 for a $19.00 mistake. Call the bank 2 times to talk with customer service with no satisfaction...just excuses. Very dishonest, computer clears charges before deposits to maximizes NSF charges, does not care about their customers.


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BB&T is the absolute WORST bank that you can bank with possible. I have banked with other organizations previously and have NEVER had an experience like the one I have had with BB&T. This is by far the most underhanded, unprofessional and unethical company I have ever dealt with!!! A company has several unauthorized charges on my card. They have let the company take out thousands of dollars out of my account which ended up in me being charged tons of unauthorized overdraft fee on my card. They have refused to refund the charges and will not stop the unauthorized charges on my card.


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This is a horrible bank. They made changes to our account that created service charges that we did not agree to. Their banking system is a mess. We closed all our accounts with them. We closed our home equity line of credit 8 months ago. However they never took the lien off our property. Now we are trying to get another loan from another bank but we can't close because BB&T still hasn't taken the lien off. It's been over a week and no success. Unfortunately we may have to sue the bank to get them to correct this matter. What a mess. DO NOT BANK WITH BB&T. YOU WILL REGRET IT!!!


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We were getting ready to close out our checking acct. @ BB&T and I had checked the acct. online early one morning and noticed we had been charged an acct. maintenance fee. I called the bank and was told "our statement had been pulled" on the 18th of the previous month and that there had not been any direct deposits to the account since then and I was calling on the 19th of the current month. Well... a direct deposit had gone into the account on the 20th of that prior month from soc. sec., which was just 2 days after the beginning of the new month for the bank, but, and I still don't know how they managed to discount THAT deposit, but they did! We got charged an account maintenance fee of $10 and I could not close out the account until it was paid. Very poor business if you ask me. Would NOT refer anyone to them. Worst interest rates anywhere around also! No wonder they are one of the largest banks in the country!


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I hate this bank and have since the moment they took over my old bank that I had been banking with since literally getting my first job. For the minor annoyances, let’s start off with: they use Visa instead of Mastercard. They sent me a letter saying that because my account hadn't been used in a while that I had 90 days to do something to activate it or they were going to close my account. Now for the major annoyance: When they bought out my old bank, I was enrolled in online banking, just so I could see my account balance. Upon them buying out BoK they sent everyone a letter saying that everything would stay the same. That was a lie.


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I recently received a post card alerting me to 2 overdraft fees of $36 each. I have text and email notifications set up as well as my accounts are linked for overdraft protection. I figured this must be a mistake. In addition my local branch usually calls if something is coming through that would cause accounts to go in the red. So again, I figured this must be some mistake. I log on to my account to find another $180 in fees that have been charged! I called and the customer service department. The representative tried to help me. She said I had no notifications set up! When I said that I most certainly had them set up I was told, "Well you must have deleted them." No, I would not delete something like that. She then said, "let me put it in the calculator to see if we can get those fees removed." 


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My nightmare began about three years ago from today, 10-19-2017. I first received this notice from BB&T that I had late/overdraft charges to the amount of 500.00 on my mortgage. I inquired at my local branch, and they gave me a phone number in Greenville, S.C. They also curtly informed me that the local branch could not assist me, since mortgages were handled from afar. When I called the number, this man answered, who passed me to this woman, who passed me on to three more people. The last one was a man. This man told me that he wasn't seeing where I had any overdraft charges added to my mortgage, so I figured that the issue was resolved. A month later, however, I received a letter informing that they were still active.


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I have been with this bank since they bought out Bank Atlantic. Never have I had a problem till the other day. I deposit my check into my account and the teller says there is going to be a two day hold on the check. Never happened before so why now? She argues with me so I tell her I'm calling customer service. Doing so, a representative says my funds will be available by 6:30 am the following morning. Well they weren't. Back on the phone with customer service the next morning and they can't do anything about it. Only the branch can. I will be removing my funds to another bank as soon as they are available and never refer this bank to anyone!


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If I could give negative stars I would. This bank has a $135, yes, one hundred thirty five dollars, interest in my house with an equity line and when I come in to get an insurance check endorsed for a roof they make it as difficult as possible. The manager is on lunch every single time I come in and this is the THIRD time!!! When my husband asked her about coming in on a Saturday when the branch is open she said "Well, I may not be here, I have a personal issue to handle." Unreal! And of course NO ONE else that works here can do anything.


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I've been a client of BB&T since August of 2016. Recently, I have been tight on money. I decided to finally overdraft my account in order to pay for my siblings to go on their first field trips (they're in elementary school). BB&T charged me a $36 overdraft fee not once, but twice. I called and tried to get all of this sorted several times, and noticed my bank had once again had money taken out. I have been charged $2 per phone call I've made with them, plus another $36 overdraft fee because my account balance was negative for five consecutive days. I called and tried to get the fees waived, but they only allowed one, and won't allow another for two years. I recommend finding another place to bank completely, unless you're trying for savings.


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I am now join the long list of people who are getting ripped off by these overdraft fees. I open my account literally 3 weeks ago. Because one direct deposit did not go in on a Friday. They actually got my online username Wrong by adding an extra number that I don't use and I couldn't set up the parameters once I was told what was going on. I then had a returned check from someone that wrote me for $109 which they never told me it came back so all the transactions that I did for that hundred $9 was now being charged at $36 a piece. So a deposit of $272 was eating up and charges on top of that another $290 in fees. I am now taking my complaint to a TV station Wavy TV news on your side which investigates complaints like this crap. I will post who I'm talking to and get their email and if anybody on this site wants to join the complaint I will have it displayed here hopefully in a couple of days.


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I've had a couple of savings accounts for several years for my kids at BB&T Bank. I have money direct deposited into each account every month. The accounts were considered "dormant" because I haven't withdrawn any money from them. BB&T charged me $7.50 per month for each account without my knowledge. In my opinion, depositing money should make the account active and I feel it is an unfair practice for these fees. I have respectfully requested my money back but seriously doubt I will get it. I closed both accounts and moved money to another bank. Ridiculous!!


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I have had so many negative experiences with this bank from extreme long wait periods on the phone for someone to talk to or problems with merchant account and agents lying and giving inconsistent information, never calling or emailing back when they say they would. Placing holds on large check deposit amounts which causes them to default. Double charging on overdrafts and they resist paying back where long amount of time is spent on the phone trying to get it back to a point where you may say "screw it, or just keep it" out of frustration. Just stay away from this bank and remain happy.


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Very horrible banking company that does not stand behind its customers, they post my paychecks and money in a late manner that has cost me overdraft charges and sometimes my money doesn't show up for almost a week!! Also ATMs are always down or malfunctioning! Beware of this bank like the plague!!!


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I brought some Series I Treasury Bonds into an Austin, Texas branch, and they had no idea how to cash them. They began the process by pulling up my account and stamping every single Treasury Bond with a date stamp. After that, they phoned into their assistance line for guidance and had me fill out the backside of the bonds. Once all the bonds were completely filled out and stamped they told me that the bonds could not be cashed until they held for 365 days. That was fine. What bothered me is that they had already prepared the bonds to be cashed, and had me stamp them and fill them out before they actually knew how to cash them. THE MANAGER said, "here's the number to the Treasury Dept. You will have to call them to get this fixed", and did nothing to rectify the situation.


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Never bank at BB&T. I’ve banked at BB&T for almost 3 years and today. I received the worst banking experience in my 41 years of life. On August 29, 2017 at 6:00 PM, I deposited a check into the Oxon Hill, MD ATM - a $3,000.00 personal check from Suntrust bank that was a personal loan and I admit I had a negative balance of $119.00 in my account. It was at 6PM and the bank was closed but I knew from past experience that it would clear the next day. However, I’ve never deposited this large amount and not ever from the check writer before and I never had a negative balance while depositing a check. This time around, I chose to use a bank near my local neighborhood (in the wrong side of town apparently) and not near my job where I have a personal relationship (the right side of town). But I never thought twice about it.


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Absolutely awful service at this bank. They acquired National Penn Bank, which I banked with for 9 years prior. I've ran several hundred thousands of dollars thru it over the years, had their credit cards with 25K limits with them (that are now down to $5,000 and $3,500 respectively...) since BB&T acquired and switched it to their "bright" credit card. THIS takes the cake though. Grandma Jeanie passed away and left me a substantial sum of cash.


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Pet peeve is receiving boiler plate answers to online questions. It's as if they don't even read my question. BB&T's computers isolate one word I used and give answers accordingly.


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I was a victim of an employment scam wherein I was issued a fraudulent check. I was able to provide my bank with the details of issuer and other pertinent information. My bank was able to recover the money that I paid out from the check and refund me the money. I was truly thankful for the efforts of BB&T's fraud protection program as would have lost over $2,700.


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BB&T's overdraft fee system and the amount of time things take to clear the account suck. They usually have no idea what's going on when you call them for answers.


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Our local BB&T branch bank is very strong customer service. They have always been able to solve any problem I have had. We have been with this bank 21 years, and have been pleased.


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This bank is awful. I had a checking account - I just requested for it to be closed. I accidentally used this account to pay a bill online. (I have another account I should have selected) Because the money to cover the bill was in the other account. This past Monday the charge went thru. I am told and was returned -unpaid by BB&T. Still no alert was on my dashboard showing the pending charge. On Tuesday I received my text balance alert which was a positive balance. On Wednesday I received my first email saying I had an overdraft fee. Upon calling the bank I was informed of the payment I made on Monday using the wrong account.


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My wife and I keep between 5k-10k in a checking account with BB&T for the past ten years, we also have a saving account that pays pennies each month so we had not added anymore to the savings. BB&T then hit us with a $7.50 charge for dormant activity saying that after 24 months it is their right. Not once, except maybe in the small print ten years ago when the account was created, were we notified that this was their right. The banker assigned to us won't even return a email or telephone call. Needless to say we are closing all our accounts with BB&T and feel everyone should know of this. BB&T is far from the friendly farm bank created years ago in Whiteville, NC. They strive for their own greed to be a big bank. Please share with your family and friends this poor customer service.


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I arrived at the ATM at BB&T. I deposited my cash of 400.00. The ATM shuts down, suddenly, and takes my 400.00 in to the machine. The ATM does not give me a receipt. I called the 1800 number on the ATM machine and explain the situation to the customer service representative. The customer representative didn’t seem to care. He stated that my money would deposit into my account within 24 hours at 6 am. I waited until the next morning. Of course no money was deposited into my account. I had bills to pay and couldn't because BB&T’s ATM decided to scoop my funds in their account and not credit my account according. 


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I should probably start by saying that I, myself, have worked at a local bank in New Jersey for quite some time. I am also a business owner and have been trained extensively in customer service. BB&T on Garden Road, in Finland, New Jersey has the WORST customer service possible. Shawn ** and Rodney (not sure of the last name) Are the rudest people in customer service I have ever met. It's a joke that Shawn is the "manager." My fiance did not have a check with him, so he asked a teller for withdrawal from his account that had about $5000 in it, instead she made the mistake of withdrawing from an account without the funds and overdrawing the account. Okay, no HUGE deal, right? Stuff happens. 


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I am so disgusted with BB&T and would not advise anyone to get a mortgage loan or home equity loan from BB&T EVER. I have had nothing but problems with them since getting this. Now I am on SSN only and this has been one hassle right after another. Every time I call them about the issue, they give me a different answer. When I make a payment and want to apply it to principal only then they want another payment in addition to what I am already paying which is more than what they say I owe for the month. Over and over again and they keep adding late assessments because they said I wanted my payment to apply to principal... How stressful, in 3 yrs I have been made a widow, diagnosed with Leukemia and lost my job due to a RIF...


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I have a BB&T credit card. I was notified that my card was compromised. After a detailed discussion about the charges I receive a call from customer service about a survey I filled out. I find out at this point nothing is done and I have to redo everything again. This BANK has the worst CUSTOMER SERVICE, I am going to cancel my service with them. Stay AWAY from this INCOMPETENT BANK.


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In January I received a refund for a Cuisinart food processor from Amazon and the same day I called about this food processor they said they would refund the $147.00 and it would take 3-5 business days for my bank to make this transaction and show up on my statement. Well, I am not good at all at following up on things because I trust people way too much to do what they say and to resolve any matter as thoroughly as it could be. So I did not check on this for several months. Anyway, when I did the bank said they never received the $147.00 into my account from Amazon.


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Two months ago I had called to receive my 401k benefits, which was a $10,000 check!!! It took TWO MONTHS for them to even send me the check. After the check had been sent the idiots misspelled my address and apartment number after I had SPELLED IT CORRECTLY FOR THEM!!! Then they were forced to overnight the check which took them FOUR DAYS!? So how was it overnighted if it took FOUR DAYS? I will never do BUSINESS with a lying, scamming company like BB&T EVER AGAIN!


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Whatever you do don't do business with this co. 1st I wanna say after my 94 year old grandma been with this co. for ages they forced her to close her acct. Every chance they get they're trying to manipulate the system. Reorganizing transactions and doing things that make no sense just to get an insufficient fund fee. This bank is garbage.


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I actually had two separate experiences as a BB&T customer... One more awful than the previous. Several years ago I was running my own small business, and being a fairly "local" bank with several branches in my area it seemed like a solid choice to bank with them. However, as my time with BB&T progressed, I became aware of service charges and other "fees" that had not been disclosed to me upfront, nor when I had asked about such fees during the initial opening of my accounts; they just began to appear on my accounts.


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Today I had to call BB&T because I opened an account with them on may 30th and still haven't received my card in the mail. Today is JUNE 20th!!! I called card services at approximately 11:30 am. It is now 12:37 and I'm STILL ON HOLD!!! Wth!!! BB&T really need to do something about their hold times because this is crazy. The average person does not have an hour+ to hold on the phone. I am really regretting opening an account with them!!!


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This is one of the worst banks I have ever dealt with in the processing of overdraft fees. They do everything they can to make sure the debit comes out causing fees before a credit is put in. They do not care that their poor business practices are hurting their customers. I made an error and used the incorrect card to make an online payment. The charge for this payment was pending and I have asked the online vendor to reverse the charge, but I took the cash to the bank to make sure it was covered just in case. The charge is still pending but I am being charged $36 for an overdraft charge. When I called to ask why they advised that the pending charge, caused a charge that cleared to be insufficient. 


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I've been with this bank for almost 4 years and after instructing them TWICE to not overdraft my account they have multiple times. I've probably spent at least $200 in overdraft fees because the "many forms of overdraft protection" this bank offers, mean absolutely nothing. So this morning, I log on to check my account and I was charged $144 in overdraft fees which is almost triple what my account went over by. So for the third time, I call to see why it is over drafting after I've specifically instructed them not to and she tells me that she sees where I've instructed them not to but that they can only refund me $72. 


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First off it takes forever to get into contact with them when you want to call them about any information. I had an overdraft of 3.48 and I look on my account that I have a negative balance of -204.61. And no one can help me. This company is a complete joke. I knew this company was a joke when they had me waiting on the phone to talk to someone for about 30 minutes. I will be closing my accounts taking my business elsewhere.


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On 6.13.2017 a wire transfer of $40,000.00 was wired to my account. On 6.14.2017 the wire was approved and I should have been allowed to withdraw money from my account. I along with my 7 year old son went to the Campcreek BB&T branch to withdraw money. The teller looked upset. As I was approaching her she never smiled nor greeted me. I informed her that I need to withdraw about $39,000.00 some odd dollars. She then picked up the phone and called Jenny ** whom had the teller asking me inappropriate questions like, "Who sent you this money, what are you buying with this money, why did they send you this money, what kind of business do you have," etc. 


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AVOID opening a business account with this bank! After promising that I would have an account with no monthly fees, I learned that BB&T charges you $15 a month to download your transactions! The bank will block online access to keep programs like Quicken from working unless you pay them this fee. It costs the bank absolutely nothing to allow online access, since they have the transactions online, anyway. But you can't download any data, unless you pay them a monthly fee. This saves the bank money of printing and mailing statements, and most banks do not charge such a "software fee" to access your data online. I have half a mind to go into the branch and get a list of my transactions each week; BBT should encourage online banking, instead of charging customers extra to access their data online.


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I have been having problems contacting a merchant that is billing me for services that I no longer use. I get this associate Carlos, who tells me that I have to cancel my card. When I ask him why, since it's obviously one rogue merchant who has a number that is out of service and others on the web are having the same contact issues. His answer was "Well, that's our policies and procedures." I ask him to tell me why. We go around and around but he obviously had no idea as to the why and kept repeating the same answer, and to boot literally said "I'm going now and hung up the phone". Poor customer service. Great job BB&T.


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BB&T makes a practice of calculating debits before deposits to illegally incur excessive overdraft charges. This happened to my boyfriend but not to my account because I did not opt-in for overdraft protection. None of my deposits ever went into pending status because I did not opt-in. That is how you avoid their nightmare theft period. If you have overdraft protection any deposits that you make whether you make them cash or checks will all be considered mixed deposits allowing them to be put in pending status for average of three or four days which means that anything that comes through as a debit will probably overdraft and incur an overdraft fee of $36 each. So by the time your deposits are factored in you will be significantly in the hole. 


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BB&T has charged mine and my husband's account for our son's negative balance when I tried to put money in the account before a check cleared that he (our son) deposited that I felt would be NSF. The bank entered the check wrong (entered as a cash deposit) and told me I did not need to transfer money. That it was a cash deposit (they argued on the call that it was not a check deposit when I stated it was. I was only taking care of this as my son ended up in the hospital, he is 18). The local branch nor corporate would admit their mistake even though I have the documents to prove they entered the deposit wrong and gave me misinformation (because I was trying to keep fees from accruing). BB&T will NOT accept ownership of their mistake or reverse the charges. If I could give them zero stars, I would!


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I had a checking account with BB&T. I had a negative balance on my account that I was in the process of paying off. I was a victim of identity theft and 1,700 dollars was withdrawn from my account at an ATM teller without my authorization or knowledge. I reported the incident to BB&T right away and I was told to provide a police report before they could help me with this matter. I then contacted BB&T centralized fraud department with my report and claim once I obtained it. 


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Tried to close deceased mother's account. I already proved to them I am executor on account and gave them death certificate. I was told I have to hire a lawyer to provide them with proof that I am executor with the same Will which costs about 300.00 dollars. There was only 104.00 left in the account. They REFUSED to close the account unless I paid to have a document that a lawyer sells me. Her will was NOT accepted.


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BB&T, upon merger with Susquehanna Bank, switched over my mom to a checking account with an attached $15 monthly fee. Account has been incurring these fees since June 2016 and I discovered this 2 weeks ago. They refunded 2 months of fees and refuse to do the right thing by an 85 year old, income-constrained, senior citizen and refund ALL incurred fees because "this is our policy and we need to be consistent for all our customers."


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I've owned a BB&T account for just about 15 years now and I am shutting it down. I have moved to another bank because of convenience. BB&T charges you 5$ maintenance fees every month regardless of the amount in your account. Other banks will waive the fees if you have over $10,000 in the account and they can have ATMs across the nation. Since BB&T is primarily East Coast located it's extremely hard managing them after moving to the West Coast. Their phone app only allows up to $2000 in remote check deposits every so many days despite their website stating otherwise. You also cannot make any wire transfers to accounts outside of BB&T unless you have a "business account"... needless to say it was time to drop them.


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Beware banking with them as they don't post transactions in timely manner. Hence, your balance may be much lower than anticipated making you very susceptible to overdrafts. Once you start racking up those charges, they keep all but one. Worst bank and should be avoided.


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This has to be the rudest company I have ever dealt with. Tried to set up online payments for my new truck with no avail. Called for assistance, woman was rude and had no desire to help me at all. I was put on hold twice and finally after 15 minutes I hung up. Nice start to a new relationship with this bank (but they don't seem to care). I wouldn't even give this bank a 2nd chance.


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I love bb&t. I've been banking with them for about two years, and only just recently have I decided that I love my bank. I have both a savings and checking account and a debit card. I appreciate that they always handle my ATM transaction charges! I like using the U by BB&T app on my phone. It's simple to use and you can just submit check deposits through the app instead of having to go into the bank. The app also makes transfers between my accounts really simple. I recently traveled overseas and had no issues with using my card at ATMs in Japan because I called in advance and let the bank know my travel plans.


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I was originally with Nation Penn Bank, so far I have not had personal issues with BB&T on my own accounts today. However today I did have to deal with a situation my girlfriend was having with them. Turns out they charged my girlfriend a total of 9 overdraft fees at $36 and 3 negative balance fees at $8. On her payday she started using her card after the BB&T banking app stated she had funds available. They ended up charging her 2 overdraft fees even before the account was overdrawn. They stated it was because the account was overdrawn before the money was posted to the account. However, the money was posted to the account at 8am and she did not use the bank card until later in the afternoon.


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I had heard stories about BB&T but for some strange reason decided to give them a try. Boy am I so sorry I did. They operate in smoke and mirrors to get fees out of you. Very deceptive. They are in the business of hiding transactions and making everyday banking into some crazy algebra equation. I knew something was up when every time I use their card for gas and do debit they only withhold $1.00. Debit is supposed to come off within 15 mins but it NEVER does with them. They lie on the phone too. Told me I had time to put cash in my bank to cover a check because I had accidentally used the wrong account to pay a bill and then they had returned the check already. LIES AND DECEPTION.


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This bank is the worst bank ever. They are crooks, they charged me 117.00 overdraft on 9.00. And balance from ATM was not correct, Anyone banking here should find another bank as soon as possible!!! This bank is run by greedy crooked, evil people. I'm 70 years old, on SS, a small check each month, but they don't care if they take your last dime. They should be investigated!!!


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I had accounts for my under age children, they didn't make a deposit since BB&T took over and they closed their accounts without proper notification. I realized it was closed when I went to make a deposit into their accounts and they told me that they have a 0 balance... So not only did they close their accounts but they took all of my kids' money and have no answers for me as to where it is or if I can even get it back!!! What kind of bank does this? Where was the notification? Where is the money that I had deposited into my children's accounts over the years??? So basically if you don't touch an account, it can become dormant and they can close your account and take your money without proper notification?! I would think twice about letting this bank handle my money again!!!


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OK so one of my issues with BB&T's overdraft fees is all the banks in my area close at either 5:00 or 6:00 PM. I work a normal 9:00 to 5:00. With that being said it's extremely hard to get to a branch in time to deposit money. With that being said yesterday I tried calling BB&T's customer service line to let them know my auto-deposit from work will hit my account early tom morning. So here is a recap! I went over $-9.50 I was hit with 100.00 fee for a total $9.50!!! My auto deposit hit so I was only in the negatives for around 24hrs. I called & emailed customer service did everything I could to help the situation or stop it from ever occurring. BB&T DID NOTHING to help! Told me, "Sorry I don't know what to tell you, maybe leave work early." LOL I almost fell out of my seat when she told me to leave work early. SMH!! They want you to get hit with these fees! This bank IS THE WORST!!! I need to go back to my old bank!


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Ok. I have been banking with BB&T for sometime now I have two accounts. My banker suggested using the new banking app. For the life of me I can't seem to understand why am I being charged double late fees two days before my direct deposit every two weeks. I'm being told some lame story each time I inquire about my money.


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Phone service is consistent lies with consistently conflicting information and rudeness, even from the telephone supervisors. The automated system shouts out your new pin number when you change your pin to a new pin (UNSAFE, UNSECURE, MORONIC, AND EVIL). Their training is about zero for their phone reps, even for the supervisors which is highly unusual in the banking industry. The wrong information I was given cost me about 3000 dollars. Friends don't let friends bank with BB&T. STAY AWAY. I worked for years as a banking professional. Get some other account somewhere else, ANYWHERE ELSE IS BETTER THAN BBT.


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I had a gym membership billed to this account monthly and I recently changed it to another bank account I have now. Before this, there was a charge from the gym on the account and my account was in the red for a bit and they kept piling on more return fees and overdraft fees even after I changed the bank account on my gym membership.


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First off their fee's are ridiculous! They bounced a check once even though online and on the phone it said my available balance was way more than the check. I was told to not pay attention to available balance never rely on it! WHAT? I also got caught up on debits being deducted before deposits are credited. $36.00 bucks here, $36.00 bucks there, they have refused each time to credit the fee's back! Oh this bank is awful and really needs to be investigated, their practices suck! My old bank "Colonial" was wonderful but then it was taken over by these God Awful Vultures! I'm out of there!


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I have had many problems with BB&T. First of all, I have asked for a new debit card three times and 6 months later I still don't have one!! This is not my primary checking account as I live out of state, but if I ask THREE TIMES I better get one. No word on when I will, I keep asking... Next major problem is that I set up a WIRE transfer. I had to call five or six people to figure out why it was taking a week to go through. I specifically asked each about the WIRE. They all failed to tell me that I couldn't do a wire transfer online and had to sit in a bank to get one done so they mailed a check without asking me. What?! Then they locked me out of my account without notifying me when the wire did finally go through. I have my primary bank account on BB&T account and here's a fun one. You can only move $5k at a time and only $5k every 30 days??? Good luck if you need to get anything done. Nobody knows what they are talking about. I hate this bank.


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After banking with CITI for so many years, I wasn't given the option to switch to BB&T. Since the switch it has been one fee after another. Even though I didn't sign up for overdraft protection they still charge overdraft fees for ridiculous charges, such as Netflix or Ipsy which is automatically deducted from my account. If the money is not there, BB&T still charges $35 for Netflix or Ipsy for overdraft fee. I have disputed so many times with these people however there has been no change or refund. 


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This is the worst bank for customer service. They can raise your escrow account without even giving a reason. And when you try to lower it you have to go through a nightmare. They gave a free checking account for having a mortgage with them. Then they charged me $12.00 a month for maintenance and I closed it. They gave me a BB&T Visa and charged me $25.00 fee even when there was no balance. Had to go into their bank twice to get it off my account. Closed that account too. Being a senior citizen they should have the best customer service. I would cancel my mortgage with them if I could.


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Comcast withdrew money from my checking account without my knowledge. I tell multiple representatives of BB&T and Comcast about this personally and over the phone before 2/18/2017. I am then given a new checking account (due to fraudulent activity from Comcast) and then told to transfer all of my funds from my old to the new account. I do exactly what I was told, meaning that my old checking account had a ZERO BALANCE. Comcast/BB&T already obtained my money for this bill prior to me opening a new checking account. The next day, I am given a $36.00 fee from BB&T. Today I do business with neither and now I do business with lawyers. Have a good day BB&T and Comcast.


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BB&T 'relationship managers' will court you & promise your business the world. Once you sign-up, the party is over, and you're left holding a bag of snakes. Let's start with outrageous fees ($36 returned item fees). This is a terrible problem because BB&T puts onerous holds on all non-cash deposits, well after 6 months of opening! Make a deposit, it gets subtracted from the source account that evening, but doesn't show up in your account FOR DAYS! BB&T is basically floating your money. I had one $20k deposit they put a 10-DAY HOLD ON. This wreaked havoc with my AP & then they had the audacity to charge me multiple NSF fees!


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I have a BB&T checking account with overdraft protection. I recently made a small purchase that overdrafted my account in the amount of $5.88. I also had three other debit card transactions that were previously pending. They posted the three debit card transactions, which after they posted, I still had a positive balance. The bank then assessed me two overdraft fees. I called customer service and asked them why I was being assessed two overdraft fees when at the end of the posting, I have a positive balance. They informed me that the bank deducted my pending transaction for the small purchase before posting the other three transactions. This caused the assessment of the overdraft fees. On what planet is this type of math kosher? 


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If you try and close your account they will come back 2 years later trying to tell you that you owe them money and that it has been sent to collections. They won't be able to give you the information as to what you are being charged for or why you even owe money and won't transfer you to a supervisor. If you go to close your account make sure they give you a form confirming that they closed your account for your records and that no other fees will be applied to your account, otherwise the amount will keep racking up and you'll be in debt.


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We have 3 business accounts with BB&T and for the most part all has gone well for about 13 years. Two days ago we were hit with what the Police called cyber- terrorism. It was a terrifying experience involving threats and blackmail. My first call after the police was to BB&T. The fraud people were understanding as I was very shaky and upset. I authorized the closing of two of the three accounts but did NOT authorize the closing of the operating account as I had to get to Atlanta ASAP to say goodbye to my father who is in Hospice. I already had plane, car and hotel reservations made and would need the debit card when I arrived in Atlanta. The attack happened on Saturday night of a 3 day weekend and the banks were closed today being Monday. The fraud people were explained that I would have to go in person to the bank to get a new card and since the local branches didn't open until 9 and I had to be at the airport by 9.


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I have a loan with BB&T and trying to pay it off early so I am doubling my monthly payment amounts in an effort to pay more towards the principal. Instead BB&T is collecting the same interest and crediting my payments forward, in other words it shows 8 months ahead. I contacted BB&T last month and was told to make the payment on the 17th and it will reduce my interest amount. Great, it worked but this month it didn't work. I called BB&T today and the girl kept repeating the same thing which made no sense to me. I asked her to explain why last month's advice worked but it didn't work this month. She was rude and continued to state, "You're not listening to what I'm saying." She should not be on the CS phone. I will go see the branch manager on Monday to pay off my loan and never use BB&T again.


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THIS ** bank has screwed up my mom's finances in SO many ways! RUN!!! Whatever you do, don't go to this bank! This bank forced my 83 year old mom out of their bank, sent her a letter threatening that whether or not she had her money out, the account would be closed on September 1 of 2016! THEN!!! After she dragged herself out to the branch and took ALL her money elsewhere to appease them, BB&T left the account open with 1 cent in it, and let VA and dad's firefighters pension go into an account that was "closed SEPT 1 2016" according to BB&T's so nicely written letter from corporate office.


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Customer service is awful. Deposit terminal is often out of service or takes the deposit and then doesn't credit account. Recently, my debit card was charged twice for the same transaction and BB&T fraud claim is taking forever. When I call, I stay on hold for 10+ minutes and then get a rep who provides no help. I'm closing my two accounts.


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My sister is a wealth mgt VP and I emailed her asking what would be something good to invest 80,000 in for my neighbor who is 79 and I am her POA. I have tried to ask her twice. This time by email. She tells me she doesn't know. "I don't know her whole picture," even though I have told her. My guess is that the amount of money is so small she doesn't want to mess with it. This bank also did multiple withdrawals for my father who is 78 and has dementia for him to send over $100000 to scammers. We were not aware until my sister (the banker) looked into it. No one contacted my mother who is on the account to notify her that they had suspicions that my father was being scammed. My father told them that he was paying tax money so he could win 40 million dollars. I was extremely disappointed in this bank that they continued to perform multiple transactions without contacting my mother.


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I am the Treasurer for a local church. The church tellers who take the weekly offerings to the bank, put the offerings in a money bag along with the entire deposit slip book and drop it in the night deposit at BB&T each week. BB&T suddenly refused to return the bag and the deposit book until the elders of the church signed a new "Resolution and Agreement for Deposit Account." The money bags were the property of the bank and with that I'm not arguing. However, the deposit books themselves are the property of the church, purchased from a third party vendor with church funds. The deposit book in no way shape or form belongs to BB&T and BB&T had no legal authority to keep them. But BB&T held the books until the church agreed to sign their document. That, to me, is wrong. I asked the manager "What if I had mistakenly dropped my wedding ring in the money bag? Would you keep my wedding ring until I signed your forms?" Worst bank ever!


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Mishandling of long term clients. Attitude from the staff most of the time. I have given multiple proof driver license number, social security number, address information and last payment etc. That is not enough. You are pushed and treated with total attitude and obnoxious behavior. I am tired of being mistreated by this bank. They do not know how to treat their client with respect. I spoke to Samatha who continued to be so cold and uncaring after I gave her multiple information. Only after her supervisor got on the phone and I was mistreated did I get to make a payment on my bill. Why does anyone have to be treated like this to pay their bill.


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My husband and I have owned our own small business for going on 7 years now, and have banked with BB&T and used their merchant services for the same amount of time. We had no problems with them until recently. We had to update our credit card machine because our old one didn't support chip cards. So this past summer, we bought a new machine that is also itself supposed to be PCI compliant and secure. Well, during the month of October, someone was able to gain access to our SECURE machine, which is connected directly by ethernet, and send through over 21k AMEX authorizations using our merchant account. These were supposedly done at one time, almost all swiped (no one has access to our machine aside from my husband and I. We have no employees.). 


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More than 3 months ago we refinance our mortgage with another bank. The first flag was that they calculated our "payoff balance" 2 payments higher than actual balance. Even though we never been a single day late for our payments! That made us bring $1300.00 more to our closing (with another bank) - BB&T refunded us overage 3 weeks later. The second (still going on) they took $2200.00 from our escrow for paying our tax which they never paid!!! Nor refunded to us!!!! We had to bring from our pocket $2200.00 more for property tax to a new closing. 3 months later BB&T have not refunded us for $2,200.00!!! So many phone calls to BB&T. They lied that they paid tax. We called Tax Services and confirmed that they did not (we paid at closing), then BB&T lied that they will refund in 2-3 days, 24 hours... we haven't seen dime yet!!!


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BB&T may have more local access available, but better services can be found for your needs. I have had to find out the hard way that I cannot do an online money transfer from my BB&T savings to my BB&T checking on weekends or holidays. Any other day it is immediate. However, my savings acct can be used for overdraft purposes for a $12 fee. Also, deposits made on Saturdays, before the bank has closed, does not post until the following business day. Other banks offer much better services than this.


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In 2008 my wife at the time went in the Carmel branch in CLT and in a period of 2 1/2 months, forged my signature 14 times until my acct was closed. I did not give the bank permission nor did I give my wife to withdraw my 25000. I saved this money for a very long time and I need some sort of closure. The banker that let her have the money was named Copper. What made me more angry was the bank is blaming me.


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My BBVA credit card account is being transitioned to PNC. Customer service took my call after a half hour wait, then routed me to a phone number that was responding (during business) hours that I needed to call back during business hours. I think this is the worst experience I have ever had with a bank customer service.


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It is really a shame that you can never get someone to help to solve a problem in this bank. I had a car loan with them and I had put it direct deposit for five years there was no missed payment or late charges. They were withdrawing money from my account, when it came to the last payment, they didn't get it directly as usual saying I had to go pay it in the bank. That wasn't on the agreement when I was buying the car. After I paid off the last payment, then they came back after two weeks saying that, there was a payment again missing and I asked them which month and year. They kept on changing different months and years, at the same time I was giving them my bank statements showing payments but nothing was solved from bank manager (who said, she could see the truth but has nothing she could do about it since it is controlled by back office) to different departments. 


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BBVA has to be the absolute worst bank I have ever worked with. In September of this year I had made a couple debit card purchases on the first of the month. They claim it took nine days for these purchases to clear my account (even though on the app I can clearly see that these transactions were already taken out of the account) and then proceeded to charge me with five overdraft fees for very small purchases under $15 a piece. It seems to me they wait until your account balance is low or overdrafts a few dollars and then they let these so-called pending charges go through your account. These are debit card transactions with are instantaneously authorized and should not take nine days to post to your account.


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I will NEVER do business with BBVA again. I had a large balance during the pandemic. I recently paid it off with a $10K payment on July 26th, sent electronically, which took into account several days of interest in the transit time. The payment left my bank the following day, but BBVA put a hold on that payment ON THEIR END and didn't post it on my account until August 10th. During that time, the account racked up another $106 in interest. I called, they said they'd check into it and call back in 4 days. I waited two weeks - no call. I called back. Not only do they refuse to removed the additional interest from their holding my payment, it had accumulated more interest. Such a lack of integrity. I will do all I can to persuade people not to support this ** enterprise.


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I have never seen a more incompetent bank. It is impossible to just make an online payment. Their website hasn't worked in months in any browser and the mobile app gives me a dumb error. If I did not already transfer a large balance I would just close my account. It is like dealing with a bank from a Third World Country.


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Every time I call, I get the same result, I get the apology, and then the statement that there's nothing they can do about it, they refuse to allow you to speak to a supervisor, and eventually hang up on you. They speak with a thick accent, so you and the csr have to repeat themselves often. It's aggravating, and there's so many options out there, PNC may never get to meet the potential new customers that they would acquire from the buyout of BBVA if they continue to not care in the least.


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I just recently took out an auto loan for a brand new car with BBVA. 1st month goes smooth, I set up my account online. 2nd month it hiccups and auto drafts me twice, no big deal - tried to get a refund but was a pain so pushed it to next month's payment. 3rd month comes around, I get auto drafted my payment along with 2 additional payments - called to get a refund and the woman on the other line is confused and says "I don't see a payment for that amount" after she did the world's worst math I'm assuming. I call back to speak with Jorge who is just as confused and lets me know that basically there is nothing to do and the accounting/refund department takes forever. I have already started looking at re-financing my auto loan elsewhere.


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Bought a car from a dealership and they put me with BBVA. Never again. They wanted me to enter my username and password to my personal bank account to allow me to make an online payment. Very sketchy.


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I opened a checking account with them online. They don't have a branch in Georgia. They sent me a ATM pin in the mail. I changed my pin through the automatic service over the phone. I go to the ATM to get cash and it says my pin # is incorrect. Unsuccessfully, I called the customer service department 6 times for assistance. I initially signed up with a different cellphone number but no longer had the same number so they couldn't assist me. After going through all the security questions and verification process, they asked me to "FAX" a copy of my identity and bank card to verify it's me. Per their request, I faxed them the next day. It's been five days. I'm tired of them pretending to help me on the phone.


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I've been with Simple, an online bank under BBVA for years and loved them. Experience with them was fantastic! BBVA randomly took over, so thought I would give them a chance since they were the parent bank and since I loved Simple. Since then, I've had continuous issues with my actual account, randomly charged overdraft fees when I do not have negative balance (OD protection as added just in case). Was told I had to go to the physical bank to add banking features to my account (banks are open same hours I work, so can only go during lunch), wasted my time going to the physical bank as I waited the entire lunch break and was not able to be helped. 


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When they blocked a card they didn't tell me the account would stay open. As if I'm suppose to know everything. They charge $38 Overdraft fee & $23 EXTENDED OVERDRAFT FEE every 7 days. Wish I was at former bank.


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Opting in to overdraft protection just accrued fees for transactions they didn’t cover. Emails go unanswered. I was with Simple for years, happily. The transition ruined everything. The routing number is not accepted many places and because of their transition my established accounts are all considering “new” by other banks ruining my history of long term accounts. I was signed up for paper statements, AT A FEE, by default. What century is this bank from? Closing all accounts and they can suck their fees like they suck wind.


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I’ve had fraudulent charges on my account so they “replace” my debit card. It’s been 3 w 1 d and I still have no way to access my money. The customer service is horrible. I miss Simple. BBVA could care less that I have no money.


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If you open an account online with online banking in mind don't. I tried this and because I don't have a local branch there is no one to assist me. I have tried to get my spending limit on my debit card increased and was told no option was available. I would just have to wait till midnight. Mind you I am trying to pay bills and put a down payment on a vehicle. Before you ask yes I have plenty of funds available. I asked for a form to be mailed for me to sign and was told not an option. I hope PNC is better than this.


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I was originally a Simple customer that was transferred to BBVA when they were bought out. The fees at BBVA were ridiculous right off the bat (one example: there's a $6/month fee if you don't manually turn off paper statements) so I quickly decided to move to a new bank. Turns out, canceling a BBVA bank account within the first 6 months results in yet another fee (!) so I decided to leave the account open until the 6 months were up and just disable my debit cards to keep anything from accidentally getting charged to the account. That was very naïve of me. 


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I deposited a large sum of money into my BBVA account from my 401k in order to cover closing costs on a house. However, when it came time to do an early wire transfer for my home loan I was told they limited Wires/ACH transfers to $5,000.00 per day with a $7,500.00 rolling 30 day time period. This obviously was not going to work. I asked to speak to a supervisor and after 5 minutes was transferred to Rene' who would not provide his last name. He confirmed the limitation and since there is no local branch in Nevada, suggested I drive to Arizona from Las Vegas in order to process the wire transfer on Monday since their banks are closed on Saturdays. This would have been a 4-5 hour drive one way. 


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I was a Simple Bank member, who was bought and subsequently shut down by BBVA USA. After realizing it was too late to close my Simple account before the transition, I was forcibly transitioned into a BBVA checking account. To say they botched the transition is an understatement. Their phone lines crashed, their web servers crashed, and they just generally did not care about their new customers during this time. Calling to close my account took 8 hours over three days in May 2021, and I come to find out now that it still isn’t closed! After calling to dispute the issue, the customer service agent (with a noticeable language barrier) was rude and told me, in effect, that I was out of luck, before hanging up on me. BBVA is just as bad as their new parent bank, PNC. They should be perfect for each other. Avoid at all costs.


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BBVA consolidated Simple and removed one of the greatest financial institutions ever offered to the public. Simple processed transactions immediately BBVA can take up to 5 days to process a transaction. Online banking is a joke. The website and app are a joke. I have had better luck using spreadsheet apps then any of the tools from BBVA. Last time I checked it was 2021 not 1980. Simple supplied tools to easily help you budget and maintain financial stability. BBVA has crippled millions financially and continues to be a failure of a institution. I will be finding a new bank as soon as possible. Worst bank I have ever done business with.


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I had a Simple Bank account. It was recently converted over to BBVA. I didn't have any issues with Simple the entire time I had it. Also, I don't use the account for much. Now that it's with BBVA. I've had 2 issues in about the 2 months that I've had them. One was when I made a small deposit of around $700. It took them roughly 5 business days to clear. Luckily, I didn't really need it right away but on the day that it was supposed to clear there was nothing there. I called them and they said, "Well it can clear at anytime up until midnight..." Up until midnight. I've never heard of this. From any bank. Ever. Usually it's there first thing in the morning. It eventually cleared around 9pm that night. Again, I didn't really need it right away but it's just point of it. 5 days for 700 bucks then on the 5th day, "Oh it can happen at any time up until midnight." Seems pretty crappy to me.


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I had a Simple online checking account that I opened several years ago and barely used. The company got bought out by BBVA and I finally decided to close the account. I contacted to customer service department and they said I had a balance of $10.77. In order for me to receive the balance I would have to fill out a request and answer some questions and then pay a $3 fee to have a check mailed to me, OR if I chose to, I could DONATE the balance to BBVA. What kind of bank charges to return a balance to the customer??? I don't care so much about the $10 but just the fact that they ASKED if I wanted to donate the balance to the bank is beyond infuriating!!


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I am on SSI/Social Security. Last year in March 2020, an SS agent informed me that someone had opened an account in my name at BBVA bank and deposited (and withdrew) $5,000. I immediately reported this to the FTC, the IRS, and the local Sheriff. I called BBVA and asked them to close the account and send confirmation. The phone rep said someone would get back to me via email with the information I needed to submit to resolve the matter. No email ever came. I spent countless hours in their phone system loop, which does not even have an option for a non customer. The first teleprompt wants your account number, and at that time I did not know what the fraudulent account number was. Go through this three times then you have the option to speak to a rep.


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I have banked at BBVA for over 20 years. I always use drive up window for deposits and I have always received a receipt with current balance until today. The Geer Rd branch in Turlock Ca failed to put my balance on my receipt and when I asked for it the idiot teller asked me for my ID. When I called the bank to complain I was informed by another inept employee that I should get to know all the tellers names to keep that from happening again!!! REALLY!!! I could not believe my ears when he said that. I then asked to speak to branch manager. I was told he was “busy” again REALLY!!! I’m going to switch to Chase.


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I was denied a cc because I applied using the first letter of my name and not my full name. I had sent documentation with both full name and initials. I closed acct. and opened at Wells. **. I felt if I were a great customer for six yrs with multiple accounts and outstanding credit. I was offered an invitation to apply for the credit card, yet the reviewer did not approve because I used my initial and last name. I had submitted 4 other documents to support my identity yet I was not approved. I wonder if my race had anything to do with her decision.


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I've had this account for years & never had this type of problem but this is my money & reliability is important. I scheduled a payment of $7000+ to Commerce Bank using BBVA Online Banking. My BBVA account records show they remitted the money on 3/23 and show it as posted on 3/29. Today is 3/30 and Commerce Bank claims they have not received the check. I called BBVA to find out what happened & was told this payment was sent via the US Postal service. WHAT? WHY? All other payments I've made to Commerce via BBVA Bill Pay have gone electronically. Why did BBVA choose to send this payment via the US Postal Service with all of the issues USPS is currently facing. BBVA's poor judgment is costing me money!!!


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I recently paid off my car loan with BBVA. It's been almost 5 months and after numerous calls, being transferred, repeating myself constantly, placed on hold. I still do not have my vehicle's title. They are absolutely terrible to deal with on the phone, the insanity of repeating myself, the issue, the poor customer service, not having my vehicle's title is not acceptable. I would never recommend BBVA to anyone for a vehicle loans. BBVA has hundreds of negative reviews. How they remain in business is surprising. I want my title!


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I received a preapproved offer (instant approval) for their BBVA ClearPoints CC. Didn't need it but figured I'd just go online and apply anyway since it was preapproved. Filled out the usual info like I've done before for other cards and since I have a Transunion credit score of 825 and 830 with Equifax it would get approved like always. After filling out the questions they said they'd contact me by phone or email, fine. So the next day I get an email and they asked me to upload all the following documents:


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To restate the title of this review - apparently BBVA (Babco Bilbao Vizcaya Argentaria) is just another financial giant who cares more about political standing and company image than supporting liberty. I am in Texas and have banked with BBVA since around 2008. They were actually Compass Bank back then but sold out to an Argentinian banking conglomerate years ago. So far things have been okay. I even helped my son set up an account with them when he turned 18. 


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I have banked with Compass for many years. This year got rough for me due to the Covid-19 Pandemic. I’m a Cna and Med tech that works through an agency and my jobs consisted of me going into group homes working with developmentally challenged adults. Well when the pandemic hit the group homes decided it was in the best interest of the residents to just use their workers and put agency on hold which is understandable. Due to losing my Job, I fell two months behind on my credit card payments. I explained to the worker in the customer service department what was going on and that I will pay all fees and balances upon receiving my stimulus money as I’m still out of work. She assured me that would be fine and she would note my account. 


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This is an absolute first in my life. Was issued a corporate check from my employer and took it in to get it cashed. The teller made me wait 10 minutes in front of her window before telling me she wouldn't be able to cash it. I inquired as to why, and her response is she can't verify it in their system. I replied "Verify what? It's your check, the account number should match up and the proper name on the account with your check issuance should be enough." She replied, "Sorry not going to do it." I asked for the manager and he came over and was just as rude as she was about the whole thing. Think about this, a bank who will not honor their own checks from their customers. Not sure what type of scam this is but the Fed needs to look into this.


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I have two big gripes with BBVA Compass Bank. One is overdraft fees and the other is disputes (chargebacks). Sometime in 2019 I received and overdraft fee on a ACH transaction, but I had deposited cash into my account the same day to cover it. The next day I check my account and I there was an overdraft fee for the ACH. I went into a local Phoenix branch and I said I received the overdraft fee, but I deposited the cash the same business day. 


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BBVA has the worst customer service of any company I have ever used! I paid off a car loan with them over 60 days ago and they still have not released my title. Every time I call them to see what the hold up is on the title release I get a different reason from every person I speak with. When I ask for a supervisor they say they are all busy and that one will call me back. 60 days later and I still have not received a call back or received my title release. Hard to believe this bank is still in business. Stay away!


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I buy a truck from dealership. BBVA accepts the financing. It takes BBVA 2 months to finally send me payment information. After I receive information to pay a payment, I pay a payment, through BBVA online. Then I receive a letter from collections, even though I paid the first payment early. I then spend an hour trying to reach BBVA. I finally get a real person but she speaks broken Spanglish, even though I pushed 1 for English. She was really good at interrupting me when I was speaking, not good at listening. Finally I hung up and gave up. My BBVA branch service is just as bad. Excuses like not enough help or changing times or of course Covid. Been at BBVA over 22 years. They stink so bad I have to leave, no matter how bad other banks are they are better than BBVA.


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Worst customer service ever!!! I have been trying for 2 months to pay off my loan. I called customer service and no one can figure out how to process my payment so they transfer me from one department to another before hanging up or send me back to the queue. I have been waiting on hold for hours. When asked to speak to a supervisor they refuse and hang up. Most unprofessional, shady scumbags I ever met. Absolute nightmare experience. DON'T EVER USE BBVA.


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My experience with BBVA over the last few months has been a nightmare. I could never, ever recommend this bank to anyone! I made an honest mistake regarding a balance transfer and what should have been a simple resolution ended up taking almost SIX MONTHS to resolve. Cynthia, the “Client Experience Manager” in Grapevine TX, was assigned to my ticket after getting nowhere with BBVA's customer service hotline. Most of the time I would receive no follow ups or updates, but when I did receive a response, I was either lied to or given a generic response with no useful information. Several times I was told that there would be a resolution “by tomorrow” or “by next week” but then I would receive no further follow up.


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I have had two issues with BBVA. Firstly they changed my mailing zip code on multiple occasions. All of a sudden, none of my online purchases go through. Getting this fixed is like pulling teeth. God forbid if you have to move and change your address, prepare for a 3 week fight. Now this is the kicker, my debt card expires in two days, and my new card won't arrive for two weeks. I called them earlier this month to get the ball rolling on a new card and they refused to help me. Now I will be without a card for two weeks. Did I mention that my child will be born in a few days. I guess BBVA doesn't care.


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Apparently they’ve been rated “Covid friendly” for their response and customer service in relation to the pandemic. I have been a client since I was a child and I am currently in my 30’s. I recently over-drafted once (currently in good standing) and am suddenly unable to make mobile deposits for a period of 3 months. I called customer service twice and it’s a ridiculous built-in restriction of the system. So—if you are in a financial situation where you have recently overdrawn, they keep you from being able to deposit checks to —oh I don’t know—not overdraw again?? I am currently living out of state and have no branch near me to deposit at. Seems really “Covid friendly.”


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Interest rate plummeted sooner than any other online account I have. Closing the account and receiving my funds took well over a month. They even made a huge mistake and sent me someone else's closing check. Complete incompetence.


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I applied to BBVA bank online for new business and personal checking accounts on July 29 and received an email to the effect that it is being reviewed. As I had heard nothing for several days I emailed and received a reply as follows: "Please contact our new products department at 866-617-5503 option 1 to decision your application." I thought this a strangely worded response and would suspect that it was worded by someone whose first language was other than English, and possibly indicating a scam or phishing attempt.


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This is a small bank but excellent in all areas. The staff are super nice and very helpful. The app is very user friendly. Will loan where others won’t. Notary available usually. Highly recommended!


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Great interest rate of 10%. Have to call annually to get a new card. Online website terrible. Have to email them to change your address. Minimum payment percentage double of my other cards. If not for the lower interest rate I would close the account.


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This is a powerhouse boutique bank amongst the big players. Beginning early, a customer's relationship with BBVA grows over time into a personalized experience. The offered services are unique and cost effective, my favorite being the $2. monthly fee for all cashiers' checks. There is always a money expert available to advise or guide me to reach a goal or finance a major purchase. Banking is painless at BBVA.


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I tried to open a credit card account. Surprisingly, you can not do it online. So, I called them and after giving my name, address, ssn, and dob, she said she has to send me a security code to my phone number. I said go ahead. But their system does not let her send it to my phone. So, she asked if I have any other phone number I can give. I said I can give my wife’s phone number, but she is sleeping now (I was away from home when I called) and I can call back. I called back again and this time a guy answered, and he tried sending it to my wife’s phone. Same issue. Neither my wife nor I ever had any problem getting a security code sent to our phones by any other financial institution before. On the plus side, both the reps are friendly. I suggested to the guy that he better let his management know about this issue, otherwise they will lose customers. I mean, what a stupid reason to lose a customer. I hope he does let his management know.


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This is one of the few banks in Birmingham. Customer service is horrendous. They said they issued a new card, didn’t arrive and they stopped old one (been with bank for 3 years) and I have no access to my money and they want me to pay for their lost card. I mentioned I have been unhappy with their customer service and they hang up.


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This is the first bank I've come across that's difficult. I pay my credit card monthly by check and they change & deposit the check but don't update my account & they keep sending me emails that I haven't paid my account. I have to literally show them proof each month that I've paid. It's freaking amazing. I open a checking account, deposit money but it don't show that any money has been deposited. I regret opening account or checking and in process of canceling account. Worse back ever, my gosh!


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Open accounts, 8 month ago. They never pay me $250 bonus, they charged me $50 all kinds fees. They refused to talk to me, keep sending me misleading, fliers in printing. They are worst in USA. Abandon.


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Competitive rates decline much faster than all of my other online accounts. Closing the account is taking more than 2 weeks, I faxed a notarized letter and ID as I was required to do. Phone support for this was poor. Secure mail on website is not acknowledged. This has severely damaged my respect for online banking.


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Opened a savings account. Had to update drivers driver's license then 2 days later froze my accounts (2) no notice, no email, no call. Went to use account and declined. After calling the customer service number hold and them searching for an hour can't help me. Call the fraud department. Call there and again searching then hung up. Call back then searching, "Oh you have to call this mumber." Call that number and nope closed. Go all weekend and call on Mon. "Oh we have to verify your address." What the hell is my license. Know how many hoops you have to go through for a license. And have had the checking for years. Tired of big brother. It's my money and I can do as I please. It's none of your business. Unfreeze this account.


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Nothing is ever an easy fix with this bank and your issue will not be resolved with ONE call to customer service. If you like being transferred over and over again and explaining your issue to three different people who don’t do anything to help you then you found the perfect bank. The branch will tell you to call customer service then customer service will redirect you back to the branch. This is how I’ve spent my week. 


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The car dealership put me with BBVA Compass for the last car I bought. Bank of America sends these payments to them each month. I have made these payments for 5 months, and not one month has been posted timely. I have just given up, and tried paying off the loan WAY early. I sent the loan payoff 3 weeks ago, and guess what... it hasn't been posted either. When I get this straightened out, I'll NEVER use this bank again. Also, It's very difficult to reach a real person, and when I do, they are extremely rude.


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In Feb 2020 (before any COVID concerns), I have $90K equity in my primary home, 800 FICO score, great debt/income ratio, additional rental income, and even significant available credit (equal to about half the equity). We apply for a HELOC with BBVA COMPASS in the Woodlands Texas. Like many other reviewers we entered the runaround game, not replying to e-mails or answering calls, etc. We had to keep calling in and talking to managers and even they would not provide answers. For whatever reason they drug out the loan process 11 WEEKS! They used the waiting on appraiser, or underwriter excuse the whole time. They took so long we had to re-submit income and documentation a second time.


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I have tried to call four times now. The first three times I would get someone who would transfer me then I would sit on hold for another hour then phone would go dead. Last time I called no answer at all. They for some reason have blocked my card and have no access to money on it. DO NOT USE THIS BANK. When you get a hold of someone. They are in a overseas company and you cannot understand them.


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Rude Customer service... sent me to collections for one late payment. Impossible to reach by phone during pandemic. They just hang up on you instead. Impossible to unsubscribe from over the top emails and printed mails (isn't that illegal). Avoid this company like it's COVID!


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This bank is the worst bank I've had as far as I can remember and I've banked with many many banks. I've banked with the following: Chase, Citi, Bank of America, Washington Mutual, Ally, Kinecta Fed CU, Wescom CU, Union Bank, Barclays, Navy Fed Cu, Wells Fargo, and others I can't think of and BBVA is the worst. I am not just saying this or upset at them. Honest truth feedback. They keep advertising their "Award winning" mobile app but that too is worse banking app I've used LOL. I don't know if their upper management is just oblivious to what's really going on in everyday banking, but their bank sucks. I still have their business checking only because I have 12 different tenants paying rent through there, their branch location is convenient for them and I do not want to make it harder for my tenants to pay rent.


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Consumers, please stay away from this bank!!! I started a dispute on Jan 8, 2020, and it was closed on Feb 7, 2020. I went to Ernesto's restaurant in Frisco, TX with my family and I left a tip in cash and I was charged 28.11. That is what I signed AND still have the receipt showing. Our server proceeded to write in his own tip and the new charge showed up as another amount. I called to dispute this with BBVA and they opened an investigation on Jan 8, 2020. I repeatedly told them that I had the original receipt and they continued to tell me that they would contact me if they needed "paper documentation". They never contacted me nor did they gave me an email to send in my paperwork. They "investigated" and on Feb 7, 2020, they told me that they did not have enough proof to substantiate a credit back to my account.


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I've had trouble from the start with my money market account. BBVA does not have a physical location within 100 miles of me, but I signed up online due to their competitive interest and an offer of $150 to open the account. From the start, BBVA drafted my bank account twice instead of once, which overdrafted my account on a Friday and BBVA would not let me access the funds until 3 business days so I had no access to cash until Tuesday next week. Fortunately, I was able to use credit cards. After that, I inquired about the $150 for switching. BBVA had no record of the promotion. After several attempts, they "found" the promotion but told me it was only for $100 not $150. Fine. Whatever.


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I made a routine online purchase using a debit card for my personal account. My daughter received a fraud alert text for that purchase. Two things wrong here-- purchase was legitimate and my daughter does not have access to this account, so I don't understand why she was contacted, unless there was some kind of error in the way BBVA handles our data. When I logged into our accounts online, I saw my debit card was now blocked so no further transactions would be possible until I contacted Customer Service.


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The online banking system is a horrible. I have a checking account with them and use their online banking to keep up with purchases and my automatic bill payments. At one point I was getting my check direct deposit but after 4 paychecks having more than $400 taken from them for overdraft fees I ended that. The online banking does not tell you the correct amount that is available in your account until days later even though it shows both a posted and available balance. Which is why the account was constantly being overdrafted. 


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Updated on 06/30/2020: This is my second review of this Bank, for checking money market complaints see my other review. This review has to do with a 2.70% 1 Year CD with a principal of $10,000. I opened this account online and funded it with $10,000 only to find out that BBVA changed the rate to 2.3%. They explained that their online banking department makes these offers but BBVA Bank is unaware of these offers that their Marketing department advertises. This took a letter to the Alabama banking commission to cheerfully tell me I had no complaint since after writing the letter to them they decided that they would honor their advertisement for my special case and grant me the rate their marketing people sold me the CD rate at.  Now this is not really a Kafkaesque horror story, it's BBVA Bank. 


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I deal with this so-called "bank" at my job on a daily basis. They constantly and regularly debit our deposits and process them like a check rather than crediting our business accounts. The image is a deposit slip... But description says "check cleared", along with a debit to the account(s). Speaking to anyone is a rather fruitless endeavor, as well. Then they have the audacity to tell colleagues trying to make a cash deposit in branch, that they'll count the deposit money later, there's a line. She literally put the money in a pile behind the counter. Umm what?? What kind of bank operates like this?? 


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I am not thrilled that I got an email stating that BBVA (Compass) closed my savings account at my request. When I called the customer service line, they said that the bank closed the account due to inactivity. Nobody ever contacted me. The agent on the other end of the line was just as perplexed as I am. He said that it will be very difficult to re-open the account. He has no idea why they did it without contacting me or why the email stated that I close it. He said that there is a lot of physical paperwork involved in closing an account, none of which I signed or submitted. Nobody knows why. I am keeping my checking account, but will find another bank or a credit union for a savings account. Probably will eventually move my checking account as well. This really leaves a bad taste in my mouth. I am beginning to think that I made the wrong decision in banking with BBVA.


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This is the WORST, most RIDICULOUS credit card company ever. They gave me a credit line of almost $12k but every time I try to use a card, at a gas station or a restaurant it gets declined. I have to call them and spend 20 minutes on the phone, explaining that I'm trying to have a dinner or spend $30 at a gas station. I understand the credit card security. Nobody wants to be scammed or have their CC number stolen. However it gets to a point when I get embarrassed in front of a store clerk or a restaurant owner as though I were a crook, trying to spend $30 on a stolen credit card. It's happened to me at least four times, in a matter of four weeks. 


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Updated on 01/09/2020: I called back a second time in the same day. I get asked a series of security questions. They send a security code to my phone and I give them the code. He says he is going to get my replacement credit card but he needs to put me on hold. I wait on hold for a long time, and then he says he will call me back. Of course, he never calls me back. I first asked for a replacement card roughly a month ago, and they said they would send one but never did. I have been trying to get a replacement card for roughly a month. This is not the first time that I have had trouble getting a replacement card. The bank actually has been OK on other things but getting a replacement debit card is like pulling teeth. Other banks have issued new cards right on the spot in their physical offices, but with this bank, it is necessary to deal with total numbskulls over the phone. I have had it. It is time to get a new bank.


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I have a loan that is paid by EFT from my checking account. I made a deposit on 12/27/2019 to cover the payment due on 12/30/2019. The money cleared my J.P. Morgan Chase account on 12/28/2019, however BBV bank said the funds to pay the installment could not be available until 1/1/2020 and they would charge a NSF fee against me, unless I deposit cash to cover the installment. It was also hard to communicate with the customer service person. I finally asked where it was and he explained the service department is now in Columbia.


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Avoid Home mortgage loan from BBVA Compass bank. They don’t have enough experience in this field and they will create unnecessary anxiety for the buyer at the last minute. Instead go for some other more professional and experienced Bank!


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THIS IS THE WORST BANK EVER! They lost two of my car payments, tried to hit me with a late fee and the customer service is totally incompetent. They can't resolve any issues over the phone. They have to "write a ticket" for every request. During my last call, the csr was a total goon and I could hear a group of people cracking each other up in the background. Awesome. They shouldn't be allowed to conduct business in the US. I am refinancing my loan through a more trustworthy institution. Hopefully this place will be shut down someday or the leadership will be arrested for fraud. One can dream.


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Just like many of you all, BBVA is a fraud! They stated we didn’t have money in the account to cover certain transactions. Which, what they say doesn’t match our records etc. So they say we had so and so balance so we were charged the insufficient fees. I take the info they gave me to do the calculations on my end but nope still does not make sense. They really didn’t try to help or go into more details when I stated my balance from the week to the ending balance. I already contacted CFPB, with my records and hopefully this will resolve my issues. Their banking system is a joke. This bank you really need to stay away from.


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You will have trouble contacting customer service by phone. The website was difficult to set up an online payment. I received a reference number yet the payment didn't go through and they charged me two fees for one payment that didn't go through yet did not alert me to the problem. I spent way too much time on the phone to correct this and the best I received was a "ticket" put in for review of a reversal of the bogus charges they added to my balance. Stay away from this company.


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They get one star because that’s the only way I have to write a review about them, not because they deserve it. WORST BANK EVER!!! 7 years as a customer and I have a thousand stories but, to make it short, I’ll say that if you start working with them what you will really start is an eternal relationship with their call center where never, I repeat, never, you will get your problems solved. Problems that, of course, they create with their inefficiency and that will lead you in a kind of loop to talk to a person, and another, and another. Do yourself an impagable favor and walk out their doors even before you walk them in.


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This bank let someone. Steal my bank account number and charge it to their PayPal account. The transactions looked totally fraudulent but they didn't seem to catch it. I have been at other banks where this would of never happened. They would of stopped the transaction. Now they tell me I have to wait 90 DAYS to get my damn money back. Almost 500 dollars. All of the Christmas money for my 20 year old's Christmas gifts and bill money. What the hell is wrong with this bank. This was not my fault but I'm the one having to go through all the pain and suffering and they don't give a crap at all!


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My daughter had some fraudulent checks produced on her account. We called and notified the bank and after their investigation, they ruled in her favor and was suppose to close the account. After the account was closed they accrued 90 dollars worth of overdrawn charges that were from the fraudulent checks. We have called to fix this matter for months and the customer service rep hung up in our face because we asked to speak to a supervisor. I would tell everyone to stay clear of this bank.


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I have been with BBVA Compass for over 10 years. The first few years were just fine and I was satisfied with the service. However, in the past 5 years my experience has been that this is a Bank not motivated to help their customers and are operating as if it was 100 years ago. Most recently, I sold my home in Texas and moved to Virginia. I went to wire the money from my account for my down payment and was told it was impossible to wire over $5,000 unless you physically came to a branch. Well, there are no branches in Virginia.


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Unfortunately, I experienced BBVA Compass Bank predatory lending and baking scam. After my loan matured, in which the bank's employee lead me to believe this was an open line of credit, I had to reapply for the line of credit or pay the full amount of the loan. BBVA Compass Bank checked my credit (3) hard inquiries, all within 30 days of each inquiry, to renew my line of credit loan. After my credit score went from 721 to 545, I was offered a personal loan at 28% interest or pay the full amount of loan. I expressed my deep concerns to the branch manager, she stated, "I know we've checked your credit a lot but we can offer you a personal loan". I am paying a high percent interest rate to the bank now.


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Although, I love the credit card and its interest rates, there are definitely issues. You cannot change your address online, they require you to send them a private message in order to change, address, phone or email. Every single year, I have to contact them to get a new card, when the previous one expires. This has been ongoing now for 14 years. As well, they keep sending me paper statements. I have opted out of paper statements, via their site and mobile app. Yet I keep getting them. When you send private message about it, they send you the same link with instructions on how to stop them. You follow the link's instructions to a "T", only to find you already have them off. So they are the worst credit card company with the best interest rate, is the only reason, I deal with this pathetic excuse of a bank.


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I've been a Compass Bank (now BBVA) customer for over 20 years, and quite frankly loved their personal service. However, they have instituted a new online banking system that is just horrendous to navigate. First they just deleted (lost) all the EFT relationships that I formerly had established. It's been a week trying to use their system to reestablish that EFT capability... I honestly don't think I will be able to, despite probably 20+ phone calls. Second, while I fully support security measures, they now only allow verification to be done by only one cell phone. All my other banking relationships provide e-mail, hard telephone line, cell phone line, voice recognition options... (AmEx Bank, CIT Bank, Wells Fargo, Charles Schwab.)


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I've spent hours trying to work with BBVA customer service. BBVA agents miscopied my bank account number so 2 payments (July, August)were reversed while I was away on a long trip. Despite hours on the phone trying to solve the riddle. They gave me a "delinquent" status and my credit score went down 73 points! I'm currently hoping they reverse that, and realize it's their fault, but they haven't acknowledged any blame for many of the errors they've already made over months. The buck stops with no one!


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I have never worked with a more terrible bank in my life. For starters, they lost $20,000 of our money for 3 weeks!! Every time I would call they would pass me from person to person and then disconnect the call. When they finally found our money, we told them we wanted to close our account with them and withdraw our money, and THEY WOULD NOT LET US TAKE OUT ALL OF OUR MONEY. It took us 2 months and $50 in transaction fees, 2 notarized letters and a letter from a lawyer to get our money. DO NOT ever use this bank! I cannot stress this enough. Worst and most stressful experience we have ever had with a bank, and their customer service (If you can even call it that) is laughable.


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BBVA (Banco Bilbao Vizcaya Argentaria) - USA is the U.S., FDIC-insured, arm of a Spanish multinational banking group. It is one of the largest (multibillion-dollar) financial institutions in the world. Having ascertained these basic facts and the bank's financial soundness, but with considerable trepidation, I decided to open an online savings (money market) account with BBVA, because it offered the highest APY among those that I could find online. I immediately began to regret that decision and closed the account only two days after it had been opened and my funding deposit had finally become available for transfer. 


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For the last year I hadn’t had any problems with this card- although I found it annoying at times that I had to call each month and “schedule a call back” just to pay my bill because their website doesn’t function properly, ever, and therefore I could never just pay online or through their app. For the last two weeks, I have called early every day. Some days, there is a message saying they are having technical difficulties and to call back another time. Most days, I schedule the callback and have NOT ONCE received a call! ALL I'M TRYING TO DO IS PAY MY BILL!!! I have never been in a situation like this and I do not know what to do. I am beyond frustrated and highly regret opening this account.


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They gave my NEW card info to a debt collector! My husband and I have been with BBVA for 20 years. Recently we fell on hard times, we entered debt consolidation and were told to open a brand new account, with brand new debit cards, and let the debt consolidators handle all debt. My husband signed up with LA Fitness 20 years ago. He has not used his membership in approximately a year, LA Fitness called Compass, and sent the contract, and Compass gave them our new debit card number, where they deducted ALL "past due" monthly dues. Keep in mind, he has not even used this service in a YEAR. I am furious, beyond furious. They didn't even call us! I can't call until 9, but we are closing our account and filing a formal complaint. We are disgusted, how is our money safe? What business did they have to circumvent our debt consolidators? Maryanne ** Tucson, AZ


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Keep in mind that I did not intend to deposit a fake check of $2500 to my checking account. I fell victim to a scam by a fake employment company that told me to use their check to buy the online materials I needed for the job. Being such a large amount of money, the bank put my account on hold for several days for verification purposes. Understandable. 


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This bank has caused nothing but depression and grief. The customer service is horrible. Every time I go in the bank, I'm treated like a criminal, they always no more than 2 reps each bank. Now I have tolerated a lot from this bank but the last straw was when they charged me $75 just to transfer my own money to my own bank account. I'm going to cancel my account as soon as I can get off work.


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I took out a HELOC in 2007. I was married at the time. I got divorced in 2011. After which my ex-wife declared bankruptcy. She included the heloc in her bankruptcy. I have been paying 350 per month since 2007. Since my ex wife’s bankruptcy BBVA has not sent me a statement of my account. I have spent hours at the branch I used to bank with trying to get answers about what the balance is. All with no results. I have had them hang up on me multiple times. This bank is a disgrace.


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If you deposit in a savings account, even with cashiers checks, it might take 10 days to clear. If you try and close your account it might take 15 or 20 phone calls, 6-8 faxes and hours on hold talking to people speaking from a script and they all have different answers to questions. Please don't even think about this bank. I think the federal regulators and the FTC and the BBB should shut them down. I'm leaving NO stars, if it forces me to leave one to post my comment, I will have to do so. This bank is absolutely the worst company I've ever dealt with.


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Payments to your credit card remain “pending” for days despite they were withdrawn from your account. Who is taking benefit out of all this money from thousand of customers flowing around for days? Seems a very borderline practice that probably leads to overdraft situations to customers, so generating issues with your credit scores.


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I was not able to activate new Compass Credit Card by phone because system didn’t recognize my social security number. But didn’t need card since I have credit cards from other banks. But in March 2019 it allowed Amazon to charge new Prime membership to 4 year expired card. I didn’t want to renew it Prime. So I was shocked to get a bill on expired card! I called bank & Amazon. No one could offer an explanation. Amazon more powerful than I thought and Compass more incompetent in handling on allowing charges to an expired card. Whole matter is outrageous!


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Froze the cc for no reason. Told me to send proof of income, ID and residence via email. Still waiting. No way to contact them by email. Phone reps are pathetic. Still waiting to get reinstated after 4 weeks to no avail.


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Thursday, April 18, 2019 BBVA Compass Bank Customer Complaint I am issuing this complaint to the BBVA Compass Bank Corporate Office. I would like to particularly express my dissatisfaction with Teresa at their Fraud Management Back Office. She seems to be operating rogue-like, making decisions or claims without evidence. Neither Teresa nor Compass Bank hold the authority to operate as if they are the IRS or any government entity for that matter. Several people have attempted to reason with her regarding releasing funds from my account. It is standard procedure that when a member closes their bank account the bank issues them a cashier’s check immediately.


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BBVA has been my mortgage loan servicer since 2016. I've had my share of negative experiences with them from mortgage issues to bank account issues to online banking issues. I just hung up with Jorge (hopefully I have the correct name) in the loan/mortgage department. I can honestly say that one interaction can change everything and it did. After being hung up on by a previous agent, he was courteous, professional, resolved my online banking issue (since 2016) and was extremely relatable. I just wanted to compliment this employee as he deserves recognition for his excellent service.


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Once again I had to call the customer service department of BBVA Compass and was spoke to in an unprofessional manner. The young man not only interrupted me multiple times, he also raised his voice when I asked for clarification as to my SSN or Tax ID number that he needed being that I was calling about my business account. He yelled, "I need your SSN number." At that point I chose to disconnect the call. I only seem to have this problem over the phone. I gave the bank a one star because I do not have time to go into a branch routinely.


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We have a business and personal account with this bank for about 14 years now. This bank's customer service is on a steady spiral downhill. This bank has a HUGE turn over in staff. This bank hires young children with big egos to handle your money. I'm assuming it's to pad their bottom line by getting them with no experience. These kids put holds your money without notification (BTW, same business checks deposited weekly for 14 years, never a returned check EVER!!) on their power trips. 


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Let say I would give the a -5 star rating. They are frauds. And they add additional charges to any and all accounts. And get away with it. Bank fraud!!! I have had an auto loan with Compass Bank for 4 1/2 year. This year I traded my car off to a dealership. Dealership sent them a payoff check to them in Birmingham Alabama. They applied the check to my acount. This where it gets crazy...and yes they are crazy.


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BBVA was originally Gainesville State Bank then Compass, then BBVA. Ever since BBVA took over, this banks has become a nightmare for me trying to pay my bank Visa bill. I mail my bill, paid in full, the day after I receive it. November 2018, BBVA says they never received my bill. I called their service center, don't bother, it's in India or Pakistan. Now, I have receive my March 2019 bill and again no payment for February 2019. I mailed the bill on 02.22.2019. I went online and saw the check had been cleared on 03.14.2019. The first problem in November I put off as maybe the post office, but now three months later another problem. Not the post office, since all my other bills arrive on time. This bank has a major problem with their processing centers which is costing people like me money, and not to mention hits on my credit score. I am about to go to my local branch, but I doubt that will help. Customer service at this bank is a big zero.


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I only use my account for DoorDash money and I wish I didn’t. When I cash out I then move my money to my other bank and they charge me 38 for overdraft fees when the account is not negative. I called them and they said, "No it was a charge that happen before your transaction" and that could not be possible because you can transfer funds that is not there. I hate this bank and I can’t wait to all my pending transactions is done so I can close this account.


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Oh BBVA likes to take folk's money. They charge you a service fee that’s they take out whenever they feel like and when your other ** bounces because of the fees they decided when to take out your other stuff bounces. Jan I had 3 NSF fees. Because of that and now this month I have 1. BBVA is the most crooked bank and y’all think Wells Fargo is bad.


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This bank should be under investigation and their ability to have a credit card bearing their name should be rescinded. I had a fraudulent purchase made to my account and the dispute was found to be in my favor but instead of crediting my money they added the purchase again. When I called-which is a joke in itself-I was told there was a glitch in the system LOL and that my money would be credited. Instead of crediting they added the purchase yet again so there are purchases on my statement that were literally made by the bank which I consider fraudulent as I did not make them and the bank is benefiting from these bogus charges. To say that their customer support is lacking would be the understatement of the century. It would take five pages to detail how grossly incompetent this bank is at solving problems and I have filed a complaint with the CFPB but this is such a convoluted case I doubt it will ever get fixed without a lawyer.


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I applied for a 0% for 12 months credit card and got approved for a fairly low balance. Just before the time the third payment was due, I lost my wallet and was scrambling to find it for almost a week. I found it and discovered that my bill was a week past due and immediately paid the amount past due plus $15 extra dollars. They took the late payment, asked me why I was late and told me they'd transfer me to another department to turn my card back on, as it was deactivated.


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I lost my debit card and canceled it and ordered a new one on Feb 4. Said it would be here the 14th. Then the 19th and I waited til the 21st to call again and order a new one. Said it would be here Wednesday and still no card. It's been 22 days total. No one in customer service can tell me why it's not here and even after asking to speak personally with a supervisor twice I evidently never did. I'm closing my account asap and going to Chase Bank. At least I know I'll actually receive a debit card that way.


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This is by FAR the WORST experience I’ve ever had in my entire life! Nobody knows how to do their jobs, they are extremely slow about any and everything! Their phone system will completely hang up on you while being transferred or will time out and hang up! Trash company! They no longer need to be in business! Look at all the reviews! They’re terrible! To save yourself time and energy DO NOT, I repeat DO NOT do any kind of banking whatsoever with BBVA COMPASS BANK!


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I received a letter that I was pre-authorized for a credit card with a 13 month 0% APR. I applied for the card over the phone. The person helping me verified my pre-authorization over the phone and then submitted the application. At the conclusion, he confirmed I was approved for a 10K credit line and an APR of 17.49% after 13 months of a 0% APR. However, when I received the credit card in the mail, the letter stated that I had a 2K credit line and an APR of 27.49% APR after a 13-month introductory offer of 0%. This is incredibly different. When I called to dispute the discrepancy, I was shuffled between low-level support associates who would put me on hold and talk to a manager but would not let me speak to one directly. 


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I don't know who you are, I never made an account with you and never will. You STOLE money from my savings account yesterday through an ACH transfer, and caused me to investigate your company and file a dispute with my bank. You do not have authorization to pull money from my accounts at another bank. I called you this morning at 10:08 AM ET. Listen to the call recording and call me back. You have 10 days to RETURN MY MONEY before the investigation finalizes.


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I recently got a credit card through compass because it offered a 0% interest rate for 12 months and had a large purchase to make. When I went to use the card for the first time on this high, it would not go through. It kept saying chip error etc. Remembering that the promotion also offered a 0% transfer fee, I decided to use my Chase credit card to complete the transaction (which had zero problems letting me complete the transaction). I then called Compass to ask if there was a problem with my card because for some reason it would not going through. They informed me that even though I had a $15,000 credit limit, I was not able to use more than $5000 a day. When I explained to them this made zero sense, and prevented me from using my card for the reason I acquired it for, their answer was simply, "this was done to protect you". 


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The website bill pay page was down for a week. Error message on site said, "Unavailable call customer service." Message on phone said customer service unavailable for over 4 days. After 4 days and holding for almost an hour get someone who doesn't speak English and can't solve problem, gets frustrated and hangs up. They want to go into the account. Unacceptable when the problem is not the checking account. They could not even find my phone number and I've had the account for 20 years. VERY VERY rude and unacceptable behavior. Cannot make loan payments online because THEIR tech support cannot find out why THEIR site is having issues. 


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When I got my loan with BBVA Compass, I set up recurring payments so the amount I owe each month comes out of my bank account automatically. The first 3 months went fine. The amount came out as it should. Then, last month the payment came out of my account twice! It's almost $400 and I didn't budget for that. I called them and my personal bank and it was corrected pretty quickly. This month it happened again! And this time it isn't being corrected quickly at all! They said I must have gone online and made an extra payment (I did not). Now they are saying they need to investigate and it could be 10 business days before I'm credited! I sent them a copy of my bank statement showing the amount came out twice (which they requested). I had to go into my account and remove my recurring payment and my bank info so it doesn't happen again. This is getting old and I'm regretting getting a loan from them.


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Bank decided to close my business credit card without notice. Found out nearly two weeks after they closed it when trying to buy supplies for my company and the transaction was declined. Horrible bank, rude employees, shady business practices. Avoid this bank at all costs!


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BBVA Compass online bill pay... They sent my payment to another place. I closed my account but I got a return your money check. BBVA won't do nothing and owes me. And won't say if I can take this to company I owe... I'm tired of BBVA and their games.


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This bank is the #1 worst bank I’ve ever had. The employees don’t even know what to do. They charge me an overdraft fee every month because they show my available balance obviously wrong all the time because I have a positive amount and make a charge less than what that says and it goes negative. So I add money and they still charge you saying it went negative at 5:05 and you added money at 7:13 like wtf are you kidding. It was your dumb system that ** up in the first place. I’m done.


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Received payoff amount in the mail and called Compass to give us the exact address to mail it to. They never told us that we need a new payoff amount. Found out a couple of weeks later that the payoff amount was not correct and that interest was still accruing. They told us that we still owe $337.50 and interest is added on daily. They wouldn't even talk to us to see if there are any options to assist us. We sent them a check by phone to clear this up, but we feel that they put us between the rock and the hard place because if we didn't send the check the same day then each day would increase the amount owed. We would be paying interest forever.


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Wish I could rate them a 0. Absolutely terrible bank: (1) Lack of care for customers - there was an issue with my mom's account due to incorrect charges from a merchant. They never alerted her and instead made tons from charging her overdraft fees and interest. My mom goes into the same branch every 2 weeks for "personal service" yet none of those idiot representatives who know her by name alerted her to any issues with her account. When I called them out on this, their response was "I just work here" and immediately try to sell her another product.


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Before doing business with this bank think twice! Specially if you are from other nationalities because you will be subject to stereotypes and profiling. I work for a well known company in US as a designer, with a good reputation. I have worked hard for seven years to build up a good credit for myself and I have bank account in other banks.


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So I paid my cellphone bill on 12/07/2018. The bill payment wasn't taken out of my bank on 12/14/2018 causing 300 dollars in overdraft fees! I called on 12/18/2018 and spoke to a representative who stated that I needed to dispute the charge with my cellular provider which I did... So, my cellular provider stated that the date that the charge was taken out was due to a banking error on the part of BBVA and that I need to contact them back! This is crazy, and fraud because BBVA is still claiming that the error is on the behalf of the cellular provider and that they would need to refund the payment. Now, I monitor my account multiple times per day and the funds were never returned to the account nor will they admit responsibility for basically robbing me blind! This is not the first time that these allegations were brought against the company and I do intend to sue to the fullest extent of the law!


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Employee advised me that BBVA Compass guarantees that they have the lowest home equity line of credit rates in the state. I was promised that I would get a 5.75% rate as long as my credit was higher than 740, AND I would qualify for an addition 2.5% off the original rate once the following things were done: Open checking account = -1.25%. Pull out $50,000 of the credit total and leave out for 3 months = -1%. Employee would give me a manual relationship promo = -.25%. Being conditioned to think I am getting a 3.25% rate, I was ready to sign up for the line of credit. The employee sent me a list of items (taxes, paystubs, mortgage, insurance, etc) that I needed to submit along with my application to ensure everything went to plan. I submitted all required documents and signed paperwork on 12/4/18 to allow BBVA Compass to start the HELOC process. I opened the checking account in person on 12/5/18 and deposited $100.


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Had a credit card with BBVA for about 2 years to build my credit. The whole experience has been a nightmare. Their pay online website kept always going down and changing my info so I spent hours and hours over time having to re straighten everything out. After paying off my card months ago apparently they didn’t take full payment and failed to notice me. Dropping my credit score 159 points overnight. Yes overnight! Called their credit department to get it handled but their system so screwed up they have a hard time finding my info giving me grief.


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Beware: This bank requires you to go to a branch in person to close a CD. CD auto renew without promotion rate. I was getting 0.1% interest after the first year. Charges 2% off your balance if you close your CD before it matures. Horrible horrible bank. They are out to screw you purposely. When I want to withdraw the money from my CD I was told I can’t do it online even though I opened the CD online. They told me I had to go to a local branch. I am in Southern California. They only have one branch here and it's 30 minutes away from my house.


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With $200 in primary checking account the bank bounced a $2.00 payment. With $600 in primary checking account this bank bounced $198.00 and $224.00. To add insult to injury this bank charged me the return fees. What the heck is really going on. Is this an institution set up to destroy customers financially. I had to close my primary checking account after the customer service rep kept saying "I see no record of these transactions" however I'm being charged. What the hell. After closing this account I immediately went to Western Union to pay my car note that they bounced 3 times.


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I took out an automobile loan with Compass just over a year ago. Recently, I refinanced this loan with USAA. USAA sent the payoff check on November 15th. This payoff was actually $927 over the payoff amount. The same day, my personal check payment of $580 was cashed by them, resulting in a $1507 overpayment. I called, and verified with one of their representatives that the overpayments were made, and was assured that I would receive a refund within 10 days. Fast forward to Dec. 7th, still no refund check. I called one of their representatives again, and was assured that the loan had been closed, but that the check wouldn't be processed until Dec. 11th. No reason was given, so I asked to speak with a supervisor. 


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I have spent many hours trying to contact BBVA credit card just to make a payment. They have a phone system that hangs up on you if you are on hold too long, so try having them call you back. Not once in about 10 tries did they call me back. The only time I can contact them is when my payment is late and then I can get the collections department in just a couple of rings.


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I got paid 5 days ago through direct deposit. After calling and waiting days I still have yet to receive my money! This is sad. I'm sure you all pay your employees on their payday. I got paid two days before Thanksgiving. It's the Sunday after and I still have no money. I don't know how you are even still in business.


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Adp shows my check deposited 2 days prior but for some reason it don't post on the bank end until the afternoon of Friday. So Friday morning all my auto pay items are denied!!! The privilege pay SUCKS as well. Any other bank I been affiliated with will let me overdraft up to 1000 bucks. This bank refused me at the pump for 15.00 bucks. So I'm stranded on my way to work in uniform on A Friday. All because their Institution is crappy. Btw I used a check for gas that Mon. I received a NSF and return check fee. RIP BBVA. I'm done. Fri. 2 am present funds not in account. My fam & friends out shopping. I work every day looking broke. Thanks but no thanks sis. I don't wanna borrow from you 1400. I can't access until around Noon today.


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Four months ago a fraudulent charge was placed on my credit card. I notified Compass Bank immediately and was told they would take care of it, that I would not be charged late fees or interest until it was investigated. The following month the charge was still on my account, which is a violation of Federal Trade Commission regulations. I called them again and was given the same song and dance, with the added information that they had 90 days to take care of it. The following month the charge was still on my account so I wrote them a letter, to which I received no reply. I also began getting collection letters and have been getting them regularly now with escalating threats of action against me. I called them one more time, but nothing changes. 


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I've tried logging-on my compass credit card to pay balance of $40.00, their annual fee (btw, my credit score was 837 before this incident. So, why are they charging me?). Tried and tried over several weeks, wouldn't accept my username or password. So, I called several times, listened to music, hung-up on me, bounced around. Finally somebody from Columbia, South America took my call. I was explaining problem of inaccessibility to my account to pay but call was hung-up. I called again, and again, Columbia, South America, different person... I explained problem, he waived $10 late fee but I told him to cancel my account. That I wanted OUT!!! 


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I have several credit cards, and sadly BBVA is the worst of them all. They promise rewards, but when you try to claim them, the website it down, and no one answers the phone for Compass rewards. I tried 3 times, waiting 15 minutes, then the line disconnected every time. So, that means my rewards are no available to me. That is fraud. Sounds like Wells Fargo.


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DO NOT DO BUSINESS WITH THIS BANK... Before my dad passed away, he used this bank and was in there every single week complaining about them. His information was compromised and he had to close his account and open a new one. My sister was listed as the beneficiary on the first one and they were supposed to set up the new one the exact same. My dad thought it was set up the same. Well when he passed, they opened the new account and didn't move over the beneficiary to the new account. This caused a delay in having access to his account to pay his bills.


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Opened an account with them after moving to a new area of town and starting at a new school as a HS teacher. They froze my account one week later WITHOUT notifying me. Direct deposit went in but I had no access to it. Was planning on using my first deposit to buy classroom supplies over the weekend. Finally got ahold of someone on Monday. Had to take a half a day off of work during the beginning of school year so I could physically go to a branch and try and get to the bottom of it. 


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Credit Card customer service is the WORST at BBVA. I was on hold for TWO HOURS trying to resolve a fraudulent charge which I reported the day after it happened... yet, SURPRISE... BBVA doesn't have record of me calling and reporting it. So they expect ME to make a payment on someone else's purchases? RIGHT. As soon as this is resolved, I'm closing this account. Consumer BEWARE, DON'T trust these people with your credit cards, Discover and Capital One resolved it in 9 minutes. It takes 2 hours with BBVA. Plus, rude individuals who decide to hang up on you... yeah, that happened FOUR TIMES.


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BBVA is a total rip off. A few months ago I put overdraft on my account in order to take 40 dollars and they charged me 212 for using my debit card to get the 40 dollars. I reluctantly paid the fee and brought my account back to positive. Just 2 days ago I called the bank to see why my account was $4 overdrawn and they told me it was because a $36 from a restaurant that I went to last Friday. Mind you that was exactly one week ago today. Then I call back today and now my account is $80 overdrawn even though I have never used my card since before I spoke with them. They are charging people twice for the same charge and I refuse to pay it anymore. Please email me if you have had similar experiences. I would love to speak to an attorney about our options. This is Wells Fargo all over again.


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These idiots reworked their website, and now require you to give them a cell phone number so you can access their website just to pay your monthly bill. THE IDIOTS DON'T REALIZE THAT EVEN IF YOU ARE SUBMITTING A REQUEST TO CHANGE YOUR PHONE NUMBER, THAT YOUR ACCESS CODE IS BEING SENT TO YOUR OLD PHONE NUMBER EVEN IF IT DOESN'T EXIST ANYMORE! Months later, they still haven't fixed the problem--surely because they make more off of you in interest since they can only take a $1000 maximum payment over the phone. COMPLETE THIEVERY--COMPLETE INCOMPETENCE. Cancel your card if you have one. Don't open an account if you're thinking about it!!!


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Worst credit card company in the country. They offer a 0% interest rate credit card for a few months, like many other credit card companies. But, until you sign up, you don't realize that they don't accept electronic payments. If you pay your credit card bill online, they force your bank to print an actual check and mail it. On top of that, their "system" takes a full week to "process" this check after it comes in the mail. This means that your payment is always late. Once it is even a few days late (mine was 3 days), they immediately close your account and report your card as "closed by company due to late payment" on your credit report. They refused to work with the BBB system to address this, saying that it's in the Terms and Conditions that they have the right to close the account, and so too bad for you.


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Imagine getting a check deposited to your account on the 11th and here it is on the 17th and you have no access to your account. BBVA froze my account because it seemed “fraudulent”. I'm unable to do ANYTHING and they’re advising that they probably won’t have it cleared until after 10 days!!! And they refuse to even release it back to the business that issued the check. I’m assuming a ** woman isn’t allowed to have that kind of money without bankers having an attitude or treating you like a damn criminal.


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Denying me access to my credit information and not allowing me to access my account to delete my creditors in their system, I consider that stealing my identity because I do not know what they plan on doing with my information.


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I have an auto loan through BBVA. It is set up on auto payments. In August they took two payments. First they told me they would refund it in 3 days, then they said sorry, we have to mail you the check. Then they told me I needed to send them proof of the transfer. This was two weeks after the transfer and all they have to do is look a their own records. They have proof of it, then they don't. I decided to cancel the auto pay so it doesn't post in September recognizing that I am not getting my money back, even though this issue put my bank account negative temporarily and made payments to other creditors bounce resulting in fees. I am pretty confident they will hit me with a non-payment fee for September after this... I will never do business with this bank again and I implore you, the reader, to not do so either.


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I got a car and they set up my loan with BBVA Compass. My complain is about my paid off amount. I paid my car off on 8/8/18, so I was waiting for my title to get home. After 3 weeks I started wondering why I still haven't received my title. Well, I called customer service and it looked like I still had a $27.59 balance on my account after I paid it off. This was very frustrating and unfortunately for me I still have to wait another 3 to 4 more weeks to get everything resolved. That's if they remove the charges. Supposedly, the online system was wrong when I paid off my amount and I should've have call BBVA Compass or go to a branch office to get the correct amount. I don't think this is right and their system should be updated. People should trust when they go to pay online.


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I had a wreck July 3rd in which my car was deemed total loss. My insurance cut two checks the following two weeks (I had to complete paperwork before they sent the remaining). The entire time my insurance is working towards paying off my car, I HAVE CALLED BBVA THREE WEEKS STRAIGHT and by week three I finally got someone on the phone. She tells me that my checks never cleared so she gives me an address to give to my insurance which I did the following morning. 


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I deposited my check Saturday. Needed to pay bills. BBVA Compass as a whole was closed and no phone services available. I did my part and deposited my check. The money was good for that check. Had to make payments. The check cleared and BBVA hit me with NSF. I've been with BBVA since 2000. It was Guaranty Bank at the time. 


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I logged in to my banking profile and it's still not letting me add my banking information or change or delete my phone number or make any changes to my account, still not sending me a code. Keeps trying to send text to the old phone #. Keep getting error that "this feature requires a one-time security code" but doesn't or can't text it to me. Their customer support service is worthless. Not sure why I can't set up banking information to pay this account without the security code as it would have to be making the payment not some dumb hacker. That's how stupid their setup is. Not everybody pays or deals off a cell phone. Must say this is the worst bank card I've ever had. It's ridiculous that one has to go through so much trouble to pay one's bill. Hate the fact I got this stupid card!


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STAY AWAY! They are so bad, I wouldn't even give them a rating, but they get a one because I had to choose. I opened a checking account on 7/12/2018 at the FRY ROAD branch in Katy Texas. I had a $1300 check with me for initial funds. I was told by the banking specialist (hahaha) that the fastest way to gain access to my funds was to do a mobile deposit, it would only take three days, so I did. WHAT A COMPLETE LIE!!! The funds had "POSTED" by Monday, July 16, 2018 but they were not available to use. 


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I refinanced with them. Huge mistake. They don’t applied money to account in reasonable amounts of time. Then charge late fees. No matter what you pay you are behind. To ruin credit so you can never go anywhere else. I also believe they know the equity in California and would like to foreclose on my home. I have paid every month. I am now filing with the government for unfair lending and have to get an attorney. Do not do any business with this company.


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I called and did some disputes. They gave me a claim number which is ** and told me I would receive a provisional credit. I woke up the next morning still nothing in my account so I called and was told now I have to wait 10 business days and they gave me two different dates which was the 24th or the 31st of July BBVA Compass is full of crap. I had 192 dollars took out my account. I'm already off work due to a accident and I have a toddler and now I don't have no money till the end of the month. Once I get my money back I'm going to another company.


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Avoid Compass (BBVA) at all cost! They claim to have ability to support international business and customers but cannot even support the US lower 48 states. I've submitted numerous formal complaints and their services and problems remain awful. There are plenty of kind and polite people who work there but the company has little to zero customer benefits that the employees can help with. On that same note 50% of the employees mislead and misinform customers and try to say it's federal regulations on how the bank is set up. 


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I cannot recall how many emails I have had from the online customer service. I live overseas and the worst thing I did before leaving the US was to open an account with Compass Bank (now BBVA). Despite everything I went through on my requirements from operating it from overseas and all the confirmations I got - none of it was true. For years I didn't get mail/statements because their mailing systems couldn't cope with an extra line for another country. I constantly get told by online help to go into a branch and speak to someone and use mobile alerts (despite always telling them I live overseas). The mobile alerts do not work for any other country than US, Canada and Mexico... my debit card doesn't work online despite being told it should... and all I read is bad reviews on this bank. 


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Beware of Compass Bank. I have had an account with them for a little over a year. Back in March my debit card number were stolen and somebody charged $165 to one merchant and $63.96 to another. Compass Bank is saying that I authorized the charges after disputing this twice with police reports. So long story short they will be debiting my account again and causing massive overdraft charges AGAIN. Do not for any reason open an account with them. They do not care about their customers and will let somebody steal your money while it's supposed to be safe in their bank.


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Was hit with three overdraft fees this morning despite having plenty of money in my account to cover all withdrawals. When I contacted customer service, they had completely different numbers than I had on my online statement. I pointed out that when those three bills were paid, I had made deposits and transferred money into the account so that I had a cushion. They claim that my account was already overdrawn when those withdrawals were taken. My records show that I had more than $300 more than was required to pay all three bills. They were unwilling to do anything to help despite the fact that even currently my account is in the green. Tough to justify overdraft fees when the account has a positive amount.


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I was sent 2 different debit cards. One with a PIN and one without, with different numbers. Went to the bank and one was destroyed and the other activated. Was sent to the teller to put in my own PIN number and the new card was blocked. It took the manager 40 minutes, several phone calls and lots of apologies to straighten it out.


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I am here to tell everyone about the ** service I have received at BBVA! This is especially to the location off of Cactus and Tatum. This is absolutely "the worst" bank in the entire country!!! I am here to warn anyone thinking of banking with them to go with a different bank. I was promised a $250 bonus when setting up an account with direct deposit. Well, they hemmed and hawed and kept telling me that they were working on it. It never happened!!! They will bold face lie to you and entice you into setting up direct deposit with them. This is a scam!!! On top of it, charges you make will not clear for days, and you never know your actual balance. I am telling you, don't make the same mistake I made. Any other bank would be better!!! Beware of BBVA!


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I call the company on April 2 and I asked them to please send me a copy of my last two statements because they blocked me from getting into my account. The lady I talked to said that she would do it and waive the fee because I could not get into my account. She told me it would take two weeks to get them. Two weeks came and went and nothing so I called them again on Monday the 23rd of April and I talked to the fraud dept again. And this time I was told that the account was closed and they charge it off and that there were no statements on the account. All I need is the last two statements that were on the account.


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I use the banking system in the last four decades. I was NEVER told that a bank like BBVA can close a customer’s account for no reasons until the day my accounts were forced to close on March 27, 2018. BBVA closed my family account last November and closed my accounts for NO reasons in March. The truth to be told the reasons for closing my accounts were the racism, discrimination, bully and retaliation. I stood up and asked questions and pointed errors that BBVA made to its regional officer, Mr. David **. Not only Mr. ** did not get the answer for us, he turned around to close my accounts and made an example out of my accounts' closing for NO reasons.


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I'm currently on hold for the 7th time today. Nobody I speak to seems to have a full grasp on English and no one seems to have a clue what I'm talking about. I wish I'd checked with the car dealership about which bank my loan would be with. I'd never heard of them... now I know why!! I simply want to access my account so I can see how much interest I paid last year for my taxes. No one can do it. One guy was an ** and hung up on me, another couldn't hear me, another disputed my account number even though I was reading it right back to him from the payment card. Awful... avoid at all costs!!


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This bank is the absolute worst to deal with for an auto loan. Others have mentioned an online payment system for auto loans; however, I have never been able to get that system to recognize my loan and I am not sure it is even still offered. I have made my last two payments by phone, both of which have been completely messed up by the service reps. One misentered my account number, and, although I received a confirmation number from the representative, the payment never went through and the money was not taken out of my account. When I called to make a payment the next month, I was told I owed two months of payments. I paid the amount and requested that the payment not be reported as late to credit agencies because the service rep entered an incorrect account and the bank never informed me of this error despite giving me a confirmation number for the payment. The bank refused to correct the credit reporting issue. 


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Disclaimer: Star rating is inaccurate. Unfortunately, there is no option to give a negative star rating because otherwise I would rate this bank -5 stars. I am writing specifically about their overdraft fee practices. There is a fine line between unfair and abusive, and in this case their overdraft fees most certainly meet the definition of abusive. Here is what I experienced recently: Transactions: 4/17 - $12.76 Debit CheckCard Purchase at Pho So 1. 4/17 - $5.84 Debit CheckCard Purchase at DAISO. 4/18 - $15.51 Debit CheckCard Purchase on Amazon. 4/18 - $8.42 Debit CheckCard Purchase at McDonald's. 


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This bank is absolutely horrid. My balance was always wrong. Bill pay never went through which cost me many late fees. Customer service is outsourced to another country so unable to speak to anyone who speaks English fluently. Impossible to speak to a manager. Just AWFUL!!! Closed my account and went to Wells Fargo. Hopefully I'll have better luck with them.


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I have been on wait two separate times over 25 minutes. Each time I had no one come back to the phone and let me know what was going on or apologize for the wait and each time the phone randomly disconnected. I know that it was on their end versus my end because my phone alerts me when I hang it up. I don't know if this is the norm but the people I spoke with had heavy accents and were a little difficult to understand before I was placed on hold, so, there is clearly a language barrier issue with their representatives. I was looking forward to banking with them, but, now I am going to be sure to not do business with them. They showed me today how much they value their customers. I have never had treatment like this with any bank I have ever interacted with. Not acceptable behavior at all!


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This bank have the WORST customer service I’ve ever experienced. I spoke with Luciano Rep#**. I was stranded out of town because my main checking account card went missing with my luggage. I had my mother deposit a certified check into my secondary account in a Saturday in the ATM. I was told by customer service on a Saturday that I could call the local branch Monday morning to get the funds released so that I could complete travel. The local branch was called between 8am-10am with no answer so I was forced to call customer service again. The rep (Luciano) was so rude and unprofessional. He interrupted me at least a dozen times in the first 10 minutes. We were going in circles possibly because there was a significant language barrier. I finally asked to speak to a supervisor. 


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The first issue I had with Compass was when I set up a bill to pay using online bill pay and it didn't happen. I could see it scheduled on the website and when I called to ask why it did not occur I was transferred to several different people and none of them could figure out why it didn't work. After much prodding from me they finally agreed to send a letter to the business I tried to pay explaining that it was their failure, rather than mine. I thought it was odd since I have used bill pay with other banks and never had an experience like that, but I figured it was just a weird fluke.


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After returning a 3 pairs of jeans to a company and receiving a partial refund, I open a dispute and BBVA closed the dispute in favor of the company, tomorrow I'm closing my accounts with them. Stay away from this bank.


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Stay away from this bank, they love to charge you fees for everything. While banking with them you will notice quite often that your balance will say one thing but anywhere from a few minutes to 30 minutes your balance will jump up $100 or more. They will charge you 2 fees just to withdraw from a different ATM besides their ATM. Poor Service and rude tellers at different branches.


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They offer free checking. However, it's not worth it! BBVA Compass is greedy. BEWARE: If you receive any unauthorized transactions be prepared to wait at least 10 days before BBVA will release any provisional credits. Be prepared to wait even longer for the reversal of any NSF fees associated with any unauthorized transactions. On top of that, they will hit you with extended overdraft fees on top of the amounts you're disputing which may be illegal. 


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Had a credit card account with BBVA, I always made payments on time. One day I got a letter in the mail saying they are closing the account, since then I have been continually locked out online when trying to make payments, and have to go through a bunch of nonsense to get the account unlocked so I can pay it. Now they have locked me out again and say since it is a closed account it can't be accessed online anymore, and the only way to make payments is by phone. Stay away from this institution at all costs. They will mess with you and try to trap you into owing them forever and ruin your credit.


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BBVA Compass blows. My roommate had an account with them and switched as soon as possible to Chase, because of nonsensical fees I think. They inconsistency charge 14 dollar service charges with no explanation what on Earth they are for, and they aren't on any recurring basis so they can't be for anything logical. They'll call your account a "Free" checking account but the reality is they're definitely stealing a minimum of $20 from you a month and there's nothing you can do about it.


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Avoid BBVA Compass Bank like the plague. I opened a checking account with them, and requested a debit card. After two weeks, I talked to the account manager, about not receiving the card. She said I hadn't ordered a card. Sure. Then I discovered that I was given six temporary checks with misprinted account information on them. When I found the checks were misprinted, I visited the bank to get replacements, until my permanent checks arrived. They refused to issue me corrected temporary checks --- due to company policy against printing out temporary checks. Sure.


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I have my paycheck automatically deposited to my BBVA checking account each payday. January 15th was a banking holiday so BBVA opted to withhold my funds until the 16th. Expecting my pay to be in my account as it always is, I made transactions on the 15th which overdrew my account. BBVA sent e-mail confirmations that my account was NSF and there would be $.0.00 (zero) fees associated with this. They did not honor those messages and charged me $38 per transaction. This continued to send my account deeper into the negative and BBVA continued to apply NSF fees. Had they not withheld my pay and honored their statements to NOT charge NSF fees I would not have been overdrawn at all. BBVA refuses to acknowledge proof of payroll processing submitted by my employer and has refused to reverse the fees they caused and applied to my account.


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I have had two separate incidences of unauthorized charges on my account which resulted in insufficient funds. Both times PayPal admitted that they were at fault and were experiencing some type of issue. It is utterly astounding to me that Compass would speak to me as if this were my doing, since I gave them my info, even though we are talking about PAYPAL, who only has permissions on this particular account to deposit. Further, insisting, after shuffling me around for too long, from department to department, that this was a courtesy, reversing NSF charges, even though I had not initiated them and had done NOTHING WRONG. 


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I had a fantastic experience with Compass Bank. I have been a customer for some years now. The ATM malfunctioned and in turn caused me serious distress. I will not go into all the details. I called customer service and at one point was extremely upset. It was a holiday on Monday. The people at my local branch are always so friendly, helpful and have gone above and beyond to help me. I called the bank 10 am on Tuesday and they had the issue resolved. I was so relieved. They did a fantastic job resolving my issue. Thanks Compass for re-enforcing why I bank with you.


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These people put fees above customers. When you call you wait on the phone forever. They are rude and unhelpful. If you have a deposit coming and withdrawal coming at the same time. They do the withdrawal first and if it causes you to overdraft they don't care. They want fees. They are horrible. Don't use them. I think the people giving them anything above a one star works for them.


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The bank branch closes early as crap and not open on weekends at all. The app sucks every single day. It tells me my password is invalid so I have to reset and then it asks for my current password which I cant provide because the one I chose is invalid. They have locked my debit card without notification of doing so on multiple occasions because of suspected fraud.


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BBVA blocked my account through Fraud department, has now taken me over 5 hours to get someone to resolve... still waiting! At 8pm last night (11/22/2017) I tried to pay for some grocery shopping, my card was declined. I received no notification from BBVA at all, despite there being more than enough cash in the account to cover the transaction. I tried the card again this morning at 7am to get Gas, still declined. I had to borrow someone else's car to get to work as I had no way of getting gas. I called customer Services at 7.30 to be told that the Fraud department was the only one who could lift the block and they weren't open until 8.


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I've been trying to make a payment due to hold on car payment. I've called and recording kept saying, "Wait for representative," and after 29 minutes it says, "We are having technical difficulties." This is the 2nd day. Why is so hard to make a payment. It's ridiculous. I can't wait to refinance my vehicle with another bank.


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This so called bank has to be the worst bank institution ever. I have trying for over 30 days to try to get my checking account added so I can make a payment on my loan to no avail. I was put on hold for 40 minutes, spoke so called digital department, customer service. I have tried emailing. Nothing seems to be getting their attention. It is almost as if they are trying to purposely impede me making an on time payment on my account. No solution, they just pass the buck to someone else. Very frustrating :(


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I kept getting emails from Compass Bank informing me of them trying to send me a new credit card for a credit card I had through their bank. I had to call the customer service number twice. The first time the customer service rep hung up on me. The second time I kept getting put on hold. I was trying to inform them that my address had changed from Texas to Florida. I was put through the third degree and they kept asking me question after question relating to everything in my credit file as far back at 1965. 


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BBVA is the absolute worst and I have even banked with Wells Fargo and thought they were! I am so angry at them I just want to cry and they could care less about their customers. Obviously because their customer service never responds and who has time to wait on the phone for over 45 minutes. Their unexpected fees are deceitful. They charged my savings account $15 for a service fee and $29 in excess transfers... All without me ever knowing they do this. Why don’t they alert us if we are going over our monthly limit which I never did? Then, charged jobs so had to mobile deposit a check, a corporate check and it took over a week to release. In the meantime, I could see they were including it in my account and letting me use my card. Called and emailed numerous times about the hold and release times. No response. Then it’s released and they charged me $340 in insufficient fees.


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I receive gov't. adoption assistance. I mobile deposited check into my checking account. I was informed MY money wouldn't be available until 4 days later but my check has already been processed??? I don't understand that, I want/need my money! I called bank to have hold released. I had a personal emergency. I was hung up on by rude representative. I called back & a much more professional & understanding representative tried to help me. Every way possible & anything I asked to access my money he would ask his supervisor only to be told no every time. How inconvenient is this!? I had another problem month before with two other issues. I strongly dislike this bank and will be closing my account soon after I receive my deposit. Wrong choice in choosing NBA.


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Dealership used BBVA Compass for a lender when I bought a used car. BBVA Compass has been a nightmare. First, their online payment system (for car loans) is apparently from 1978. They ALWAYS show one amount due (or mysteriously overdue, with TONS added for late fees) on their website, then they will say a different amount when they call you on the phone. And yet, there is always a third (and different) amount when they send you a letter! I've asked them at least three times for a full printout of my payments since the loan began. They simply will NOT send that to me - nor can I access it online. I firmly believe (but cannot prove it) that they take some of my payments and do not apply them to my loan. By the way, if you try to call them... GOOD LUCK!


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The representative of BBVA Bank that I spoke via phone was very knowledgeable about the issue I was calling about. She knew her stuff and was able to resolve my issue quickly.


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The employees are always friendly and helpful. The financial advisers are always ready to help with questions. There seems to be a branch in most cities and their summaries easy to understand.


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They always call me by my first name, they are on the spot to rectify any issues that arise, and do so fast and cheerfully. This is perhaps the first bank I have loved having my accounts at... they are personable, efficient, personal, and I have never had an issue or problem that was a large one.


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Worst financial decision of my life has been to join this bank when I got lured with their 1.99 % fixed HELOC rate for 12 months and with zero closing cost. There are too many fine prints and never explained the truth. They also charged early termination fee right in the beginning and refused to refund even though my HELOC is still opened with them after a year. I will be exiting soon and I wonder how will I sue this bank.


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I have had nothing but trouble with this bank since I opened my checking account. Customer service is clueless and untrained. This bank wouldn't help me with numerous unauthorized PayPal transactions. This time they tell me I owe them $40 for them declining a $5 purchase after I had accidentally swiped my debit card instead of my credit card. If you choose this bank. Be sure to watch it closely.


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I would give less than one star if I could, now I see why they are so poorly rated. Really! So I made a deposit into my Compass bank account on June 19th, got a receipt for the deposit, and today I find out that the money was never put into my account and that they are "researching" it... BTW, they do have copies of each of the checks that was scanned in with the proper account number on the back. But they don't know where the money went, so they cannot credit my account until the research is complete, which could take how long? Beware of Compass Bank! Do not bank there!


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It took more than 15 working days and going to issue a replacement debit card. This bank as big as it is should be able to issue a replacement debit card from any of their branches. Smaller local banks do. I cannot even use my smartphone to withdraw money from any of their ATM machines like other banks do. Most of my online accounts got cancelled because they cannot deliver to their promises. A great total inconvenience to my daily schedule & transactions. Along the way during my inquiry of the E.T.A status of my replacement card, I asked what would it take in the future to expedite this kind of request to be processed faster, I was told that I have to pay $50.00 for the service. What a joke.


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Horrible customer service. I purchased a car in 2016 and received financing from BBVA Compass Bank. In July, 2016 I got divorced and legally changed my name. I called to find out what I needed to do and they told me to submit documents to them and once processed I would have to pay $12 (to change my name?!). I submitted name change documents to them multiple times over the next 7 months, each time they claimed they could not read it, or they needed something else.


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WARNING: Stay away from BBVA Compass! I opened an account at BBVA Compass in August of 2010. I have the original paperwork that clearly states there are no service charges. I received a letter in March of 2011 that also confirms there are no service charges. In May 2017, I received a statement dated April 1, 2017, indicating that a $15 monthly service charge was removed from my account. This was the first letter regarding the account since 2011. After making a few phone calls I learned BBVA Compass changed the account, without notifying me, and has been taking $15 a month for years! I know they have taken at least $450, but they are refusing to provide a statement showing the full amount. 


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BBVA Compass Bank held lien on a vehicle that we purchased. We sent them the payoff and they mailed us the title, but it was lost in the mail. I called to check on the title status and if necessary get a duplicate title. This is where the REAL problem began. I have been promised that I would have a new title in 6-8 weeks. It is now over 6 weeks later and they have still not processed this lost title. They just sent out the lost title paperwork (6 weeks after promised) and are now telling me that it will be 6-8 weeks for me to get a title. I have all dates and times documented and HIGHLY RECOMMEND that you do not do business with this company. They have continually and blatantly lied to me. DO NOT LET THIS HAPPEN TO YOU!!!


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Pictured it, credit scores of 780 and 850, both employed, household income in the 6 figures. Home equity loan department and mortgage department don't work with each other or speak to one another. This is the same bank. We are sending paperwork to both departments multiple times in 9 months. Credit scores have to be pulled 4 times during the span of 9 months, twice by each department because the departments are not allowed to be efficient and communicate. Paperwork and paystubs keep expiring.


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I called BBV Compass Bank to make a payment. The guy I spoke to you could hardly understand anything he was saying, I asked if he had allergies or a cold and he said he did but his words were all mixed up like he was on drugs. He asked right away for my routing number on my check. He didn't ask for my account number and once I questioned that he then asked for it. But then went on asking for my bank account number so he can withdraw money from my bank for the payment and that is without giving me my balance until I asked him for my balance that is due. My balance was $80. And he said 800. All of this may be really leery if this was actually the BBVA bank I had actually called. I asked for his name, he said, "Juan." Never doing business with them again.


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Bad customer service. I have a auto loan with them. I lost my job and got behind on my payments. I called to make payment arrangements, they won't remove any late fee, repo fee, and they charged me an extra $1000 just because... it didn't go toward my loan, it was a dumb fee, I can't remember. I got behind again on my loan but this time I paid partial payments (my notes are $1100 I paid $900) for 3 months. I went to the bank to make a full payment they wouldn't take my payment. I call they tell me my car is in repo status. When I call the 800 number on my payment book they say they can't talk to me. The department I need to talk to closes at 4:30 p. They don't want to help you with payments. It's their way or no way! I had a car loan with Suntrust bank they are so good and nice. BBVA bank are rude, bullies, and don't care about their customers. DON'T BANK WITH THEM!


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This bank is terrible. Setting aside many, many of their terrible policies, the last straw started when they refused to accept a Cashier's check for a loan payoff because an employee of the bank that issued the check made a small notation on it. As if that wasn't enough, I then had the other bank wire the loan payment to BBVA Compass, who received the wire and confirmed to me over the phone that it had arrived. Then, without attempting to contact me, BBVA Compass returned the wire payment to my other bank, one day before the regularly scheduled payment was due and without giving me any notification even though I was in contact with their Loan Department several times after they received the wire.


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People here at this branch are very unprofessional and unethical. They never deliver on their promises. Brian, the bank manager, a very unprofessional person and a slacker, he lied several times and delayed our loan process and our commercial vehicle registration, and we suffered a heavy loss. He would never accept accountability, and the bank seems like backs him up. I don't recommend banking with BBVA, go with BOA or Chase. Thanks.


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Worst experience of me! If you are looking to refinance or get a mortgage do yourself a favor and research Bbva Compass the horror stories are endless. It's unbelievable to witness upper management nonchalantly admit their ineptitude and incompetence and then point you out as the problem. WATCH THIS COMPANY!


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I have had an Auto loan with Compass Bank since 2012. This loan was set up on auto pay so I have not missed a payment, nor ever late with a payment since the loan inception. I called asking to have one payment moved to the end of the loan as I am unable to make this month's payment. Compass Bank was not willing to accommodate my request after 4 years of timely payments. This, in my opinion, is unacceptable as a financial institute. Any financial institute that is TRULY INTERESTED in maintaining customer satisfaction would accommodate my request. My wife's bank has done it for her, not once, but twice. I will never use Compass Bank for any financial needs in the future, EVER. I will also discourage as many people as possible from doing so as well.


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BBVA has very helpful, polite, knowledgeable people. They do almost everything electronically or through the phone and it makes it very convenient. The customer service people assigned to me were very professional and always kept me informed about where I was in terms of completing the refinance.


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I have never had a worse experience getting a loan in my life. My husband and I applied for a loan to build a new office building and purchase some land for his business. We have gotten many loans in the past. Once the loan process got started we were passed around from 5 different people, everyone seemed to be out of town and when we went to close on our loan we were assured that everything would be done. We sat at the closing office for 30+ minutes waiting to close, but BBVA Compass did not have all of the paperwork completed and so we had to reschedule our closing to a different day, which the seller was not happy about. 


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My card was compromised and the only reason I knew this because I was doing online banking. The company didn't flag the purchases at all. Six of them in large sums from the same company overseas. I had to cancel my card, call them and inform them that I had pending transactions from overseas in large sums. Of course they let all of them go thru. I have a feeling this is going to be a long ride cause I have contacted them at least five times and haven't gotten paperwork to dispute the transactions. My credit score is being affected by this crap and do you think they care. After I get this settled won't be doing business with their credit card company again. I have lost trust in the company.


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I went to the ATM at night to make a cash deposit Coz I work and don't get off while the bank is open. I put 400 in the ATM. The ATM said, "Your deposit has been retained" which seemed suspicious. I check the balance and it didn't reflect any new deposits. I called customer service. They said It will take 10 days to check the ATM and for and action to be taken business days. I'm glad I have two jobs and no bills due or I would be in trouble. I asked customer service does this happen regularly. They said all the time and that is there protocol. I figured I should speak up since they don't care if your bills become late. It don't affect them.


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Their loan organization in Alabama is totally inept. Unfortunately they give a bad name to the local branch staff that is hard working and competent. The folks in Alabama should learn about customer service and how to provide timely quality work. They don't have a clue how to do this. On top of this they cannot even correctly process loan payments and tell you that the mortgage payment form they send you is incorrect and tell you that you have to call every time you make a larger escrow payment.


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I recently got caught up in NSF cycle. I have three $3.00 transactions that were pending for 3 days. Since I had car note that was about the be drafted I put a night deposit to cover this amount. The bank processed my 3 transaction and put my cash deposit on hold for 7 days. This causes me to have NSF fees that took me a moment to recover from. I try not to live in overdraft, but it happened. I feel my attempt to correct this mistake was met with resistance. Does this bank like a poor person like me caught in 38.00 extra overdraft fees. When all of the transaction went through I ended up with 3 Overdraft fees. My check deposited but they held my cash deposit for what they call excessive overdraft fees. Well I try not to complete any transaction that are not debited, the pending time is too long. Seems like a trap to me. This has never happened to me in all my years of banking.


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BBVA Bank states that they do not use ChexSystems for verifying but they do use the credit bureaus to make a determination whether to approve you for a checking account. I've had lots of problems with finding a job and after I did and even started a legitimate and successful business, BBVA turned me down because of my credit score in TransUnion. Beware...


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After discovering that there had been fraudulent activity on my account, I immediately contacted the bank, who said I had to file a dispute claim and that they would send me the forms. They didn't. I contacted them multiple times via phone and their "secure messaging service" and each time the service person did not seem to understand what to do. I went to the bank branch, where I was told there was nothing they could do. Finally I received the forms, filled them in and returned them. Still nothing happened. Two months after the initial incident, the fraudulent charges are still on my account, accruing interest. Every other card I had fraudulent activity on, typically the card issues would contact me first, and upon reporting a problem, the charges were immediately frozen. With Compass I get the impression they really don't care. I canceled my card and will probably change my accounts to another bank as well.


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I have an auto loan with BBVA Compass Bank and the only way to pay is by using their 1800-customer service call centers which are located in Puerto Rico, Columbia, and Texas. I found the call centers take calls for other companies as well. For the past 3 months I have been trying to pay the auto loan payments but each time the I call it seems the representative enters my information incorrectly. My bank is rejecting payments because the account numbers entered are not correct. At the same token they charge $15.00 for each terrible service. I've been trying to resolve the matter but its useless. Every rep I speak to gives the runaround and says a supervisor will call. Supervisors never call to resolve the matter or to give payment options. 


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Dec 20 2016: received robocall from BBVA impostor, stating my acct. compromised and stating my Social Security number! This reported STAT Dec 20 to BBVA. Then Jan 4, 3 more texts from BBVA impostor, same breached social security info. I am Senior, bank only by check. Called BBVA Jan 4, told this a known problem, and poor resolution. BBVA offered no solution. Have had to freeze credit and worse issues.


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I applaud KeyBank for ease of use of their online banking service, especially the use of keeping login simple with security questions rather than an annoying "code" to be sent to one's cell phone! I hope this trend continues.


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When I had a debit card they didn't let me know I went $2.00 over the spending amount until they added fees for a total of $750.00. 2 times they locked me out of my online account for 24 hours and made me change my password because they felt like it. I went for a $10,000 loan, having over $50,000 in the bank and they said NO? When I got an annuity they tricked me into signing a form so they could get full control of all my money (1,000's of $$$$) when I pass away! When I went to withdraw money, they refused to give me the funds in cash, they insisted I take a check? I do NOT trust them with any of my money, nor would I recommend them!!


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I opened Savings account online using a promotional code that I received by email from Keybank. I then contacted Keybank through chat to confirm my eligibility for the offer. Kaylee from Keybank confirmed meeting all the requirements and attached note to the account referring the promotional code. I contacted Keybank after more than 90 days to follow up on the reward and Lindsay in chat refused to process the rewards saying that the promotion was not used when the account was opened.


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Stay away from KeyBank. Worse customer service ever and. They holding to my funds and not releasing it to me. Can't get help and no one is actually trying to explain why they are doing this. Worse bank ever.


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I would give zero stars if I could. They put a hold on a mobile deposited check. 500 bucks. Called over 10 people with customer service and the banks themselves. Zero help. No reason for the hold. My boss said they took the funds from her BECU account the day after I deposited the check. No one knows why they are holding it. They said 9am next day deposit. Then it said May 22nd. Then May 26th. Still nothing. They claim they can't cancel it. I couldn't buy food or pay bills that are now late. Once it deposits I will be closing my account. This bank is horrible. Zero problems for almost 4 years. Until they stole my money. Wow.


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My secured credit was 39.00 over limit 339.00..I transfer 65.00 from my KeyBank checking to KeyBank credit card. It showed me available balance of 20 something bucks. 10 minutes later I transferred 170.00 to credit card the same way, it showed my available balance 194.00. That night I purchased food for 24.50. The next day trying to get a hat and gas, my card was declined saying no available balance and deposits still pending. How was I able to buy food last night if that was so.. Keybank didn't know anything, I talked to 3 different people with 3 different answers and I still didn't get it resolved. Had to call a buddy up to loan cash for gas while stuck at the station..First thing Monday I'm switching to another bank and use their services..A bank that can solve problems.


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I received an advertisement in the mail to receive $500 for opening a checking account with one direct deposit before 12/9. I opened the account on 11/15/22, so I had to have the direct deposit completed in 60 days from 11/15/22 which was before 1/15/23. When I attempted to request the transfer of my direct deposit to my new Key account, the website stated that the NYS website needed to temporarily suspend service beginning 6pm Wed Dec 21 until 7am Friday 1/6/23. 


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100% never been so dissatisfied with a bank in my life. First off, I accidentally forgot to transfer money so a check would clear, so they took my online privileges by locking my online access. One time this happened! After 3 weeks my employer deposited $2,800 dollars, but because I couldn’t access my account, by the time I figured it out a week later, the day I called they conveniently closed my account and won’t give me a straight answer as to where my money is. I just want everyone to know this is how they take care of their customers. They suck!


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In March 2018 I was involved in a roll-over truck accident and was hastily deemed fit for service by the Gary, IN emergency room. After 2 months the pain and swelling wouldn't go away and it was revealed I had broken my back in two places. Indiana I discovered has difficult workmen's comp procedures whereas it took 5 months to begin followup treatment/therapy. The WC doctors here in Indy released me in November but since then I had worked a series of unsuitable low paying jobs that were always tormenting my weak and painful back. I'm reasonably sure I have gotten to the point I can hang on to my current job and signed up for checking/savings. Then the horror show began.


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They forced me to set up an auto pay on my loan. So I set up an automatic payment from my usual bank. They went into the account to do an auto payment and say there were no funds available (there was more than two payments worth of funds in the account), so they then turned it off and didn't tell me. (They say they mailed a letter but I never received it.) Never called me to say my payment was late or sent any email telling me it wasn't paid. Then put a derogatory mark on my credit report and they will not remove it. Just to make it more irritating they have been charging me $15 a month on my savings account due to lack of activity! As soon as my prepay off penalty time frame is over I am moving my loan to another institution as fast as possible. THIS BANK IS WHAT GIVES BANKS A BAD NAME!!!


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Don't set Zelle up through KeyBank. They will hold your funds for over a week and say they can't do anything to help. They insist that it is Zelle who controls the funds once sent but they are misinformed. Every person I talked or chatted with gave me a different response. They ALL need training. They are all robots.


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My checking account was scammed via my debit card. I had made 2 donations to a charity and both times there was a charge attached without my knowledge/acceptance. One was $105 and the other was $124.99 with the names of two different companies. After disputing the charges, I was told that the Research Dept. found the charges were legit. I did some research of my own and found ample evidence that this was all a scam. I continued to push and was sent to the Executive Office and they did their version of research - sad and ridiculous and I would be embarrassed to send me the unreadable documents that they say substantiate their decision to deny reimbursement of any charges. This is a sham and it is obvious that KeyBank does not care about their customers who do not have thousands of dollars in their bank. Please look around for more options. I have been a customer for more than 20 years, but I'm done with them.


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I had a truck loan through Keybank. I bought a new vehicle on May 17th, and the remaining two years of truck payments through Keybank was fully paid off. On May 26th, they still took the $500 truck payment from my bank account anyway. I called immediately, expressed my frustration that they stole $500 from my account right before Memorial Day weekend. I'm a father of 4, and $500 is a lot of money to be missing. The first customer service rep I talked to told me, "I don't know why you're so upset, it's not like we can keep it."


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We began using this bank recently, it sounded so good at first! I was not aware that if you have anything on Auto pay, and there is not money in there, it will deduct anyway, allowing you to go negative. Most recently I had 308.00 in overdraft fees for a 2 day period. My paycheck went in and due to the overdraft fees I had a little over 100 left of my paycheck. Everyone I spoke to said it could not be helped. The man at one branch told me every bank allows auto pays to come out, like I should have known that. Well my previous bank sure didn't! Things are expensive enough in the world, yet everyone's income stays the same. And your own bank is taking money and now there are even more bills you can't pay. I am beyond disgusted with Key Bank. I will be looking for somewhere else to do business because they will rob you blind and not care. Look somewhere else if you are looking for a new bank.


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Transferred recently to this bank, thinking of all the things they offered sounded great. NOT. Warning! This bank is a scam, my account was overdraft once, but they didn't send any notification stating it was overdraft, so I move money from my savings to checking to cover any negative balance, then they proceed to charge me $240 in overdraft fee! When I made sure I paid the negative balance and even had extra money just in case. Do not open an account with this bank, they will take your money and leave you hanging dry! And no, they will not reimburse you the money, they will tell you they can't help you with anything. Read reviews! Save your hassle of signing up with a Bank that takes all your money! Had to immediately close my account, since they left me with just 10$ in my account, a single mother that lives paycheck to paycheck, I will make sure everyone knows about this!


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Warning. I went to Key Bank on a Saturday to deposit, in person, $6500.00 so I could buy a car. When I arrived, I realized that the bank was closed. I decided that I would have to make my deposit at the ATM if I were to buy the new car that day. I had all $100.00 bills so I thought it wouldn’t be important, (Boy was I wrong) I inserted my ATM card and put my money in the ATM, I could hear the ATM counting out my deposit then all the sudden the machine beeped and started spitting out money. I didn’t know what had gone wrong just that something did.


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Key Bank was fine when I opened my account in 1996. That didn't last long. Key Bank is all about hidden, weird secrets & way too many fees. Zero accountability & they profit from their poor customers. Really pathetic. Community & caring... That is smoke & mirrors.


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A MUST READ REVIEW!!! My brother in-law passed away in December 2020 and had checking accounts at the KeyBank in Martinsville, IN. My husband is the Administrator of his estate and KeyBank even fought him all the way. After thorough research of his accounts we found numerous occurrences of fraudulent activity. When KeyBank was notified all we got was the run around. The regional manager wouldn't even talk to us and the manager of the branch was the one that let the fraud occur. Eventually, all the branches were informed not to speak to my husband and especially myself. 


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I had my checking acct closed and received no notice. When my tax return direct deposit was sent to the bank they didn't contact me. They didn't decide to deposit it to my savings that was opened st same time. They sent it back so that I would have to wait another month to 2 months to wait for a check.


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This bank is horrible from its mobile app to its service. Do not make a mistake and overdraft your account. 4.50 overdraft earned 38.50 cents. Unreal! Wanting to check your account on the mobile app? Nope it always seems to be unavailable or having a system error. That is if you can get it to load at all. Are they trying to be bad? Cause it sure seems like it. Even the customer service is lacking.


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Key Bank is a rip off, do not trust them to do the right thing. I was making payments every two weeks in hope of paying my truck off sooner. They kept the extra money on hold every time until it added up to a full payment. It was supposed to be going to principal. When I called them out on it, only thing I got was, "I'm sorry."


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Key Bank is the absolute worst bank I have ever used. Customer service is terrible. Platform is terrible. Website is horrendous. No matter how good the rate looks don’t use them! It’s not worth it! I had direct deposit for 4 years and constantly was getting charged late fees. You try to contact customer service and not only is no one available but when someone finally contacts you it’s like talking to a tree. Zero intelligence no common sense. Awful awful awful bank.


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This call I made to make a payment was ok... I was behind my mortgage payment due to Corona virus problem. I took the forbearance program. At the end I was ready to start making my payments, but they did not want to accept the payment. They didn't want to accept my payments, but rather foreclosure my house....saying I didn't qualify for any program. They wanted all the money at once or foreclosure...no matter what the law says. Customer service at Key bank are the worse in my opinion. There are some people there who are just waiting for a client to be in a littler bit of trouble to start sucking their blood like vampires.


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I was scammed by this bank. They charge you upfront for loan fees then change their product and offer. If you complain, it doesn't matter since they already made their money. Very unprofessional. The beginning start with a certain agent, then the following communications is with a different agent. They can reach you but you can't reach them.


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KeyBank keeps charging me overdraft fees when I only overdraw by a couple dollars. I wasn't aware that the overdraft fees would cost so much. Why can't KeyBank inform us about these things before we go and overdraw our accounts? I will never recommend KeyBank. Do not bank with KeyBank. Sincerely, Disappointed.


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I have tried to close an account with Key Bank for 5 months now. I have talked to 10 different staff members at this point. Two members who are from the executive office. The story as far as how the process to close an account keeps changing. The first few representatives initially insisted pending charges had to clear and the balance to reach $0. However, when this is done a charge is processed and fees are charged to lock a client in a fraudulent and costly loop. Upon realizing this I contacted members who supposedly maintained higher positions in the organization. 


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Key Bank is the worst bank on planet Earth I was charged $33 overdraft fee plus a $38.50 tear to overdraft and a 28.50 recurrent overdraft for a .67 cent. This has happened 3 times in 1 month. PLEASE DON'T BANK KEY BANK.


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I did a mobile deposit on the 21st of August. It is now the 27th and I still do not have access to my paycheck. I have contacted customer service and I have also contacted executive offices and no one has been able to assist. I work for a hotel chain that has luxury properties throughout the world and I have been told that my paycheck is fraudulent. They have refused to call the 800 number on the front of the check to verify it which would solve the whole problem. I was actually called a thief, and yes that word was actually used by one of the customer service agents. I have made several phone calls. Nobody's helping. Stay away from KeyBank!,


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I was handling the affairs of a family member who had passed away, and had trouble at every turn, until I entered Key Bank Southwest Branch! Christine ** and Deborah ** provided amazing customer service! Thank you!


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On July 15th 2021 at approximately 12:30 pm I called your Keybank branch on 33 3rd street Troy, NY 12180. ** took the call. I proceeded to let Mr. ** know that I was a client of the bank and I was attempting to wire money from my personal checking account to one of my business partners personal checking account. Although I use multiple banks and have multiple personal and business accounts for the various companies I own and operate, I’m partial to Key bank and that specific location. It used to be a HSBC then First Niagara and I’ve had an account at both of them before Key bank arrived. 


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Well here we are again waiting for KeyBank to put the money that Washington State paid them for my unemployment on my card. It has been about 30 hours since the money was given to the bank and I still have nothing. Rent was due yesterday. They extended until today but I won't get paid until tomorrow at the soonest because for whatever reason, they hold your money and don't disperse it when they get it. I would have to guess that I have something to do with the money that they are making by using our money to generate money for themselves at our expense. I wish the Washington state would pull out of the key Bank situation and shut them down for the fraud that they're committing against the people who are depending on unemployment benefits.


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I've had a Key2Benefits card since 2013. My state uses the system to manage child support payments. In the eight years that I've been a customer, I have successfully logged into the site less than 10 times. Per the customer service agent I spoke to today, the site is very glitchy. I've tried resetting my password, recovering my user name, resetting my PIN, using an incognito window, accessing via Microsoft and Apple products, and everything else customer service has recommended with no success. Every time I try to access the site, it's a 30-60 minute waste of time. I can't believe the federal government thought this monstrosity of a website was a good idea for processing stimulus payments.


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Two months I closed out my checking account and tried to  close out my credit card. Key Bank wouldn’t let me. Said I have to wait for them to make sure I don’t have any outstanding credit even though I had no money in my checking account because I had already closed it out .So I called them again why they have not sent me my money they owe me on the credit I have remaining. This was in March. Said I didn’t close out my credit card account. So now it’s April they finally closed my account out. Said it would take 10 business days so I waited the 10 days. Still no money. I called this time to talk to a supervisor. She told me there was a glitch in the system. Said I would have to wait to get my money. So what do you think. Dishonest. Never bank with Key Bank And have their credit card.


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Be Very Careful With Their Promotions. Opened a KeyBank Checking account with a $500.00 Promotion. The catch was you had to deposit $500 dollars within 60 days. Here I was, having all my payroll checks from a part-time job deposited within 60 days. The checks all totaled well over $500. This was on 9/22/2020. I called the bank after 90 days and they told me it could take up to 6 months to get my promo check. I called again on April the 26rh, 2021, and was told I did not qualify because I did not make ONE deposit of $500 or more... Seriously? I had all my payroll checks deposited within 60 days. 


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I have never experienced such poor and careless customer service in my entire life. I was automatically signed up and issued a Keybank account to receive the unemployment benefits I recently started receiving. It's now mid April and my very first unemployment deposit was made to the Keybank account on March 3rd. After sending to wrong address the card was cancelled immediately but took numerous emails. They sometimes responded to asking for specific documents to verify my correct address. After sending appropriate document that was approved ... I waited over 3 entire weeks and still hadn't received replacement card. After inquiring about this ... I was told I had to send appropriate documents to verify my correct address AGAIN! After doing so ... I was told the new card would be expedited and expect to receive it within 2-3 business days!???


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Key Bank is by far the worst bank ever. I will never do business with this bank again. Every time you call you're on hold from anywhere to 20-45 minutes. Then you speak to a rep and they are absolutely no help at all. I spoke to a Kaitlyn. She was rude, she filed a dispute that they gave me credit back for then took my credit back from me with no letter or any communication informing me of this. Needless to say I closed my account with these clowns. Do not bank with key bank. They also steal people's money by double charging your account and acting like it was a bank error. They are a huge scam!


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Tried to open an account. Lady was clueless and didn’t know how. Had to wait four days before she had instructions. Then set up account wrong. She told me it would be two more days for them to fix the account. So told them to just give me my money back and forget the whole thing. I never left the bank, never received checks or a debit card. They refused to give me all of my money back that day to close the account. Don’t ever go to Key Bank in Thornton as they are completely clueless, and management doesn’t know what they are doing either.


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No matter how many times I update my account with notes regarding international travel, my debit card is always shut off. I work abroad and am always using my card in foreign countries. Despite knowing this, my card is continuously turned off due to "suspicious" transactions. This last "suspicious" transaction was an 84 cent tip for an Uber driver. Tips on Uber are routed through their international headquarters in the Netherlands, and, because I had only told the bank I was in Colombia, they turned the card off leaving me stranded, alone, at night, on the Colombian streets with no way to get home. This bank operates at a 1977 standard and is useless in 2021. Making matters worse, the only way to turn your card back on is -- you guessed it -- through your US phone number. (Apparently, the bank can't afford to make international phone calls.) I am continuously disappointed (and put in serious risk) because of this bank.


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I bought my truck last year and it was financed through Key Bank. I had a habit of paying my loan at the last minute. Only 2 or 3 times it was late. As soon as the date was up the company called my work 3-4 times a day asking for me. I called the company several times to tell them to stop calling. They even called after I made a payment! I put it in writing to stop calling. For months they called my work. The company said they only had my work number after I changed it to my cell, several times. I just refinanced and thank goodness.


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I am going through the Unemployment Insurance thing with KeyBank also. I get my puny checks no problem. Once they add the 300 dollars, they didn't pay me the first two checks. The total is $843, KeyBank rep tells me, "I see $600, I see $550." Those checks are one and they do not add up to $843. $600 was Stimulus duh, and 550 was a one-time payment for making us wait 10 years for our unemployment payments. I talk to KeyBank, nobody knows anything. Nobody will talk to anybody or nothing. KeyBank hung me out to dry and I am sooo done with these antics.. Go Credit Union. They treat you like a human!


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After spending the last two days on hold and numerous hours speaking with representatives from KeyBank it has come to my attention that there is possibly a Nationwide Unemployment Fraud taking place that needs to be looked into further. I am bringing this to Consumer Affairs because I am hoping that this is something other people can be made aware of the current situation.


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I discovered on 1/31/21 that someone had made fraudulent ACH transfers on my card clearing out my account. I only discovered this when I went to check my online account and I was locked out. I called the number on the back of the card and the automated system said my balance was $45 dollars. I was immediately alarmed bc there was over $2000 in my account. I call back to speak to a representative and she notifies me that on 1/28/21 my PIN was changed and from 1/28-1/31 $500 was taken out each day amounting to $2000. She continues to tell me that it was done through an ATM which I explain is impossible because I had the card in my possession. She says the card can be spoofed and proceeds to try to pass through a fraud claim but kept getting a prompt from the system saying they cannot verify my identity. She tells me to call back the next day.


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This Bank is completely and utterly worthless. I'm not sure how or why First Niagara even got bought by these clowns in the first place. For starters their website and their computer system is by far terrible. There's no TIMESTAMPS on deducted transactions whatsoever so they can arrange for your deductions to work against you on your account. They secretly double deduct from your account but claim they don't. There have been times with pending transactions that the amount has been deducted and then when it clears you're hit with it again. They also claim they can check if you have incoming deposits to your account which is another lie. Whatever you can do on the online banking aspect is exactly what those customer service reps can see on your account and nothing more.. they "act" like they can.


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Every time I call Key2benefits I get put on hold for hours at a time and not speak to anybody. The one time I did speak to someone they couldn't tell me why a block was on my card and transferred me to a different department only to get told the same thing eventually ending up transferred back to the first person I spoke to and still being told nothing about my card being blocked.. going on day 3 in a row of this same thing, being on hold for hours and just getting no answer..


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This is the biggest fraud that no one in America is talking about because everyone's too concerned with Trump! This bank is defrauding the American public and no one is doing anything about it. Went to Chase ATM for money to buy groceries. ATM with Key Bank Unemployment Card deducts money from my account and gives me no money!!!


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I was scammed & lost $500 a day for a whole week 7 days. Didn't know till I went to pay a bill-- NO notice from bank. Filed claim 23 days ago & NOW when I call I WAIT on hold for 45 minutes or longer & as soon as someone picks up it disconnects me & last time I talked to someone last week they said wait for letter, but I haven't RECEIVED a letter either. One rep said, "Hopefully you will get money back".. My thought is I BETTER GET my money back.


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Since the implementation of the new ATM system, I have been unable to make a cash deposit. I've told Cust Service and the tellers with no satisfaction. Others are having the same problem. Please advise when this will be resolved.


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I will never refer any of my family or friends to bank with Key Bank, I will never refer anybody, they charge me for no reasonable reason at all and with the unprofessional maybe racist Customer representative make it worse, they act like they own the money in your account, I remember this one Key Bank representative telling me I can only withdraw $500 from my account, when I was able to call and withdraw $1000 before, and she added period at the end of the statement saying only $500 period, I was so angry. I could not talk her anymore. I had to hang up the phone.


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I receive unemployment on a Key Bank card... This is the 2nd week that my money is not on the card due to their system... I will never use them again!!! Why do you keep holding my money? Then 2 days after I'm due to be paid you decide to release my funds!!!


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Leave it to Illinois to hire this company to take care of people’s unemployment benefits... The company has no regard for the fact they have people’s livelihood at stake. The customer service is absolutely unacceptable. The mail comes always late. I’m currently on hold waiting for a rep for 57 minutes!!!! This is because the last two reps gave me misinformation because again they seem to not care that people’s livelihoods are at stake. This company is absolutely ridiculous. It is seriously mind blowing how incompetent they are.


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My KeyBank journey has been frustrating, to say the least: I opened an account 4/2/20 with a sign-up bonus and called KeyBank customer service afterward to ensure I met all of the terms. At that time they told me I had and to give it 60-90 days to appear on my account. I called back after that time only to be told that I had not fulfilled all of the terms and to go into a branch to appeal. I went into a branch 8/26 and they said there was nothing they could do. I called KeyBank customer service back and they said the best they could do would be to look up the call recording in April when I was misinformed, but it was probably erased. They said they would call back and never did.


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If I could give them negative stars I would. First sent it to the wrong address. Then took an Act of God to get another card sent after being on hold for hours and days and dealing with rude customer service agents who didn’t seem to care and hung up on me multiple times. Now have 3 pending hotel incidental charges that were released by hotels almost a months ago and still haven’t returned to balance. Dont put this card on file anywhere for incidentals or deposits. Could really use that $300, Key. You suck.


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I opened an account a couple months ago, drawn in by the $200 bonus for setting up direct deposit. We've had nothing but issues with this bank. When you order groceries online, and the total charges change (they didn't have a product, or they substituted with a lower price), they remove the initial charge and recharge you the correct amount. Unlike our last bank, which just updates the charge, Key removes the charge, waits a day or two, takes the money out, waits another day, then the charge shows up on the transaction list.


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This is my third time writing a one star review. I started receiving my unemployment money through Keybank just before the summer started and I’ve had to call customer service well over 10 times for different problems. I recently misplaced my card so I reported it lost. Because my card was lost keybank signed me out of my key2benefits online account. I then waited over a week for my new card to be sent and when I got it I tried to sign it up to a new online account and was not able to. I then called customer service and waited 45 mins for them to answer and ask me all the same questions they’ve asked me the other 10 times. 


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I took out a home mortgage 15 months ago with KeyBank. The house is worth three times what the mortgage is, by the Bank's own appraisal. 3 months ago I had hail damage to my roof for which our insurance company wrote me a check. The check has KeyBank my name and my wife's name on it and I went to the local branch on Grand Island to get them to sign off on the check, the branch manager refused. I then requested the check to be put on the mortgage and the branch manager refused, the district manager for all of Western New York refused, and the regional President for Western New York refused to accept the check for the mortgage. Unbelievable!


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I enjoy banking with Key Bank. The tellers are very nice. The hours are constant for me. Saturday hours are a plus. They are about 2 miles from my house. I use the night drop when I need to deposit after hours.


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Banks are so not personal, and my bank Manager Christine knows me and my needs and she has allowed a financial relationship that has been so important to my financial needs. She has helped with new products for myself and family members. This is a great bank.


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The most predatory and opportunistic bank out there. No money in the account and overdraft protection off? No problem, process EVERY payment anyway to the tune of 40 bucks a process. No limit. Ever. Overdraft protection on? Yeah, we'll tell you your account overdrafted.... 4 days and 400 dollars later because again, 40 bucks every occurrence and we don't show things on our online page until a day or two later, quite often. So you have no way of knowing.


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I cannot access the portal to online banking. I click sign on; and the window says "loading;" but nothing ever pops up. Key Bank website said maybe my browser was wrong and that it should accept cookies and be Java script enabled. I have never had a problem before. I called Key Bank. After a transfer and lengthy hold, Abbey from online banking finally came on the line. She asked if I cleared my browsing history. I did that, prior to calling. Abbey said either try clearing the browsing history again or getting a browser, other the Microsoft Edge. 


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2 months ago I received a promotion in the mail from Key Bank saying if I opened an account using their code and waited 2 months following all their banking guidelines for direct deposit I would receive $500. What a great deal I thought. How is it that 2 weeks away from the promotion fulfilling its promise I log on to check my account and it shows my account is closed and my balance at 0. Promotions are hoaxes!! Shame on you!! Will never bank with Key again and advise everyone else to avoid their fake promos!! What a joke. I wish I could give no stars for the absolute waste of time and lies from Key bank!


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Looks good on surface but when you get down to the details their service is terrible. Difficult to navigate, awful bank managers terrible phone service. I'm always impressed with tellers, I've used many different branches. Key hires good tellers. But if you work with auto loan reps, etc. it's a different story. And their phone customer service is not good.


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I have had nothing short of a wretched horrible experience with Key Bank. These people look for vulnerability jump on it and attack you when you're not at your best or if you're just an easy target. They hate their lives and are nowhere near professional. They always make it about themselves and never the customers. I mean how many times can you call customer service or a branch and get a kind respectful considerate agent. Hardly at all within this bank. They virtually are nonexistent. 


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After being a loyal KeyBank customer for almost 20 years they closed my line of credit because my credit score dropped. I did not miss any payments and did not go over my credit limit. I never got a phone call or any contact from them prior to them closing my account. I still have a credit card with them which is in good standing and a checking account also in good standing. Sad that they would make these hard times even harder for a loyal customer. Stay away!!


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I’m doing this review for my mom it’s based solely on unemployment benefits using the key2benefit debit card. The first couple of weeks everything was smooth then about 2 weeks ago her card stop working...She couldn’t withdraw funds and if she try to make a purchase it says decline. It was so confusing because we were looking at the card activity and there was nothing suspicious (thank god). We called customer service trying to get some answers and after waiting on hold for 45 mins the call disconnect. My mom freaked out lol and added her bank information to have it switched, we called back 2 days later and got hold of someone within 10 mins the guy was super polite and helpful. He said we can wait 7 days for a replacement card or pay $15 for 3 days that’s until he notice there was a DISPUTE CHARGE on my mom card and he couldn’t process the replacement.


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I am highly annoyed an disgusted with this bank that unemployment choose to assist with benefits. First started when my payments was default to the Key Bank. My card had expire since January 2019. And my address had change. The first representative told me I have to send documents as the agency did not relate a change of address to **. I comply and send numerous mail, only to get an email that it was not approved because the mailed was too old or they need a utility bill in my name. I called the number and waited 3 hours for someone to pick up in NYC. After they pick up I got a representative name Karlicia, she said she was gonna cancel my old card and reissue another. I give her my old address and my current address. She repeat it back to me. This all happen around May 24 and 26th 2020. I even mention that I tape all my calls just for my protection. I called on the first and ask when is my card gonna be at my residence. It was past 7 days. 


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Worst.. Take your money off right away. Do not put direct deposit or your benefits on this card. All my money was taken out of. Somehow hackers withdrew all the money. This company will not help you at all! Please do not use this card. I am dead broke now. No money. They do not answer phones. Please believe me. Do not use this card or company.


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At first I thought it was just a mess up as I'm careful with what I spend, getting my UNEMPLOYMENT being a Single Parent with two kids & being "laid off" due to covid-19 & have bills to pay ALONE!!! Soo..after calling number on back of card for customer service (as I TOO) couldn't access website with right user & password ID was told due to "card status"...couldn't give info. about account went to trying to reach out to Keybank Customer Service. Knowing they are supposed to be open 24 hrs a day & 7 days a week called & called being put on hold for hrs a time, finally after 2 hr hold got thru to a rep. who asked me One question, she says "are you reporting your card lost or stolen", I said "NO", to which she quickly replied talking over me,.."I have to hang up this call then, & keep the lines open"..& flat out HUNG UP ON ME??!!


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I am absolutely shocked at how many reviews I just read that are the same thing I'm dealing with. Key2benefits alerted me via text that my account was temporarily suspended and now it says deposit only and I can't access my money or any human being. How is it possible that this bank is still doing business? Is there anyone that can help us? I need my money to survive!! I would never recommend this bank to anyone!!


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KeyBank has been stealing. I been doing some shopping on Amazon. KeyBank takes off the money, puts it on hold, never Releases it so amazon takes out money off of my account and the money that was on hold never gets returned to my account. KeyBank steals it...and when you call they tell me Talk to amazon about it.


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Be ready!!! You can't withhold someone's unemployment benefits! You are the middleman, not the recipient! I'm gonna teach you a lesson about stealing! Worst customer service ever and these states need to take business elsewhere! There is not one good review on here! You should be ashamed of yourselves!!! Fix it Cuomo.


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I noticed charges in a different state on my online account. Looks like someone has stolen my card number and actively charging at Walmart. It is my child support card and we need that money especially during a pandemic. I immediately call KeyBank and they actually answered, but say they can't help. They said they have nothing to do with key2benefits. They gave me the 1.866.295.2955 # and said they spoke to a lady today that waited 5hrs! To talk to someone! I just want to cancel my card! I'm watching someone spend our money and there's nothing I can do! I tried to cancel online through card management, but it says I have to call the number.  


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I've been waiting for a tax return that was taken by Young Williams Child Support Services in the State of Kansas for arrears that had already been paid off. No one contacted to tell me that my income taxes were released to Key2Benefits card. Once I discovered after calling the Kansas Payment Center and Young Williams where the money went I contacted Key2Benefits to get a card. I was on hold for over an hour and a half. They told me to email them an address change with proof of address. I haven't received any confirmation that it was received or been contacted to verify this information. I am simply trying to find out where my card is because it has been over a week since I sent the email with the specific information they required. They told me the entire process would take 7-10 days. I am currently on hold and have been for two and a half hours. If they are overwhelmed with calls, they need to hire more people.


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I currently have eight weeks of my unemployment money being held hostage by this bank!! Can't call anyone! Just suppose to sit here and wait week after week and still nothing!!! Where is the debit card they are suppose to send me!!! What right do they have to hold people's money like this!!! Rotten bastards!!! Do yourself a favor. Don't have any dealings with this bank!!! You will be sorry if you do!!!


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Card status somehow changed to deposit only, I don't know how. Could never get ahold of anybody after countless hours of multiple different helpline numbers. Trash service. HOPEFULLY I found a solution, went to uplink, changed where the funds would be going (ex: personal debit card). I'll know for sure next week.


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I have not been able to get ahold of anyone about my Key2 Benefits card not working. I've been on hold for 24+ hours in the past week.. I'm sad that our unemployment has relied on a bank that is so incompetent.. I'm a single mom of 3 and no way to support them even tho the money is there.. Keybank has been a huge huge letdown and I just wonder how many people this has happened to...


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** Key Bank. Shame people can’t even get their benefits when they need them! Lost my debit card. No luck on the phone for hours!!!! I give up! I have to move out of Illinois, somebody need their ** kicked.


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Awful customer service! I kept getting declined with my debit card. The automated system says “due to the status of your card, we will have to connect you with a personal representative.” I have child support money that I absolutely need access to. For a week now, I call, get stuck on hold for over 2 hours just to hear a click when someone finally answers. They literally hang up on me. I’m beyond upset!!!!


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So my 89 year old mother who doesn't leave the house because of covid feels she should have money at home for incidentals. She writes me a check from Key Bank for $300 weekly. This week after standing in line for 40 minutes they decided they wouldn't cash the check. They said to have her write a check in my name they would cash it. What about the other countless checks I brought them that they did cash.. Remember I waited 40 minutes.. Hello.. Not happening..


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My debit card with my unemployment benefits was locked for no reason. I had emailed, and called for hours in the phone, I cannot even using my card for food grocery! I will contact one of the corresponding bureaus to escalate this. I see that I’m not the only one that’s going through this.


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What a terrible service they have!!! Waiting hours to unlock my card, however no one is picking the call! I was just trying to set up account to access my card details. Forgot my pin and then horror story begins!!! How come they become partner with state agency service???


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I been trying to change my PIN for days. I'm getting frustrated because I wait for hours on the phone just to get hung up on. I can't log in online because my account is locked due to me forgetting my pin. I'm going crazy trying change the pin. It's sad.


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I was sent the Key2benefits debit card for unemployment. Haven't had any issues with it 'til last week. Atm said I had money on the card but said the bank was unavailable for some reason. I tried to call for three days straight to contact a representative due to my card and account being locked. I have a lot of money on this card that is for bills and my kids to live off of and it's literally locked in the card. I can't use the card for any purchases. I can't withdraw it nor can I transfer the money to a different account and I have been on hd for 2 hours today. I'm beyond upset and will be figuring out out how to get my unemployment switched to something else.


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Customer Service is Non-Existent. Been trying to reach them to get a replacement debit card and I was on the phone for over an hour. Their online service offering is also lacking. How did they get an account to manage unemployment benefits? They obviously are in over their heads managing this.


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I’ve spent a total of 12 hours on 4 separate calls trying to speak to representative. My password and pin weren’t matching up online and it’s now locked. I’ve call in the morning, the evening and twice in the middle of the night. Each time after several hours getting hung up on. So extremely maddening!!!


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Key Bank refuses to help with this prepaid card. I have spent 15 hours on hold and get hung up on after 2 hours each time. Key Bank is committing a felony by withholding my thousands of dollars for their interest purposes. I have exhausted my ideas in trying to get my money. Next step is a lawyer and suing Key Bank for daily interest and ALL my money they refuse to give me!!!! Anyone else want to join me in this epic lawsuit?


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I received my unemployment debit card 4 weeks ago. I only used it once and forgot the PIN? From that moment I've never been able to use it again! It won't let me reset my pin on the website and they don't answer the phone! You jerks got a huge government contract and you screw people like me who are NOT WORKING - How Dare you!!!!


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I understand that we are going through a pandemic, but I was on hold to speak to a person for over an hour, then got hung up on. Tried several more times. Still no one answers. I have money missing on my account and no one is there to help.


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I have been waiting on the phone for 6 days for 3 to 4 hours. Someone finally answered and we were disconnected. I am beyond irritated. I feel my patience running thin. This company should definitely upgrade some things.


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I purchased items from an online store. They looked like a US company. I ordered in plenty of time, but I never received the items in time for Christmas. The company assured me I would receive them before Christmas. When I received them, I realized they came from China and they weren't the items I ordered. They were supposed to be custom items and they were not. Their phone number was never answered and the emails received from them were from China and in broken English. There was a communication problem with this company. I did a charge back on the order with Key Bank since I didn't receive it yet. 


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Absolutely terrible. I been on the phone for three days trying to get a new debit card for my benefits. I wait three hours then they hang up on me. So disrespectful. If you didnt wanna do your job quit. I need my money so I can feed my children. They know its a pandemic and this how they treat people. Unemployment should have made a better choice. Its people out here struggling. I dont not recommend that nobody use this bank. Horrible customer service staff.


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I would never recommend this bank for anyone. Key Bank or key2Benefits. Shame on IDES and Illinois for using this fraudulent practice bank scammer of Americans money especially at a time of such with the pandemic and already life alternating and stressful time. My money is held by this company. For the automated 1-866-295-2955 lack of customer service that I have been on hold at 2 hrs intervals for 3 days now. To never speak to anyone at key2Benefits cause after on hold of the several times I have called for 3 days at exactly 2hrs I am hung up on. Call Keybank and told they are separate entity to only be transferred over to key2Benefits 1-866-295-2955 customer service to be hung up again after another 2hrs of an endless hold for nothing. I just want my money so I can go to an actual bank who gives a care about their customers. 


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I have a Key Bank debit card used solely for deposits from the government for my 2 foster children. 3 times since June 2019 (it's April 2020) my card has been "temporarily suspended" because of a recurring monthly payment. My deposit never comes the same day and there are times my account is called upon before the funds are in there. Every time this happens....suspended....I'm am currently on the line for going on 4 hrs total today trying to get to the fraud dept. It takes 3 mins to resolve this. 


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I filed a dispute with KEY BANK because I purchased a product but did not receive it. They told me to go to the merchant. I gave them all my emails where I tried to reach out to the merchant 3 times but no response. When I asked the dispute center if Key Bank don’t stand behind their customers and she told me NO and that is the wrong technology used by the our GOVERNMENT.


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I have an simple debit account with zero fees with KeyBank. It has been a good account until I started seeing retroactive charges such as ATM inquiry which I have online app so why would I need to check my bank on a NonKeybank ATM? Now I needed to pay a bill so I transferred some funds via Zelle to my account from husbands and I see they put a 2 day hold on my account of $127 putting me negative. I only add money to my account via Zelle from husbands account so there was no check deposit that would had been held. I've watched my account all week and there is no reason to retro hold money. My account is useless until "hold" of all my money is released. This is concerning because I got no alerts, etc. Very poor banking.


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I applied for a job that I have ten years of experience in and this bank said I was overqualified and now I work for their competition. My work history is nineteen years long, have worked since age twelve, and have worked many 80 hour work weeks, but a hard worker who learns quickly and is motivated to be successful isn't what they wanted.


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Here we are in the midst of a pandemic. I am in the hard hit state of Washington on a Stay-at-home order. I am a single mom of 2. My bank, KeyBank charged me another $21 in “regional ATM fees” whatever the hell that is... And caused my rent check to bounce. This cost me an extra $50 fee. I get the money together and in the account and get his with a $2.99 fee I wasn’t expected which puts me -.09 and yep they tell me they will be returning my rent because of that too and won’t do anything about the fees.


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My mother was a customer for around 60 years. As she aged, the KeyBank branch in Harrisville, UT, suggested I be added as an authorized users on her account in order to help pay her bills. After her death, I notified her branch of her death, gave them a copy of her death certificate, and closed her safety deposit box. I put the card on Tyler **'s desk and asked what to do with the card. He said to continue to use it. I've been making my monthly payments each month on time. I made the October, 2019, payment October 21 (due 10/24) and received a confirmation email. A few weeks later, I received a letter addressed to my mom saying she hadn't made her payment. I contacted the branch, who had to do some research.


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Went to get a boat loan. We were told with our credit rating, lack of debt and income it would be no problem. We turned in our paperwork three weeks ago. We make over twice what the loan is for, have only a home loan, almost always pay off our credit cards every month, and have a 800 credit rating. Just yesterday we were told that since our loan was for so much we needed to provide dealer cost for the boat. They knew the amount of the loan three weeks ago. Why did they not ask for all this and tell us what was going on three weeks ago? 


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I don't know where to begin. All I can say is this bank has the worst customer service I have ever experienced in my entire life. And that is not just a particular branch, it is every single Key Bank I've ever dealt with, and ALL of their customer service anywhere that I have experienced. Ordered a debit card due to the one I have being expired. They never sent the card when we ordered a new one. 


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I paid my car off almost a month ago and still have not received the title. I call weekly and they tell me it's in the mail. Is this some kind of mind game? I need to sell this car but these feet draggers are holding up the entire plan. This ** is bananas, b-a-n-a-n-a-n-a-s.


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Beware of this bank. They have very strict rules and unnecessary fees. In fact I applied for a small car loan and even though my credit score was above 700 my application was rejected because I had previously sought the help of a debt consolidation company. Afterwards I received a 400 dollar offer from Key Bank stating that if I deposited 500 dollars or more into a new account they in turn would deposit 400 dollars into that account. However as soon as I opened the new account they placed a restriction on it and froze my initial deposit. Worst yet they then proceeded to close the account and retain my initial deposit. Frankly speaking Key Bank is horrible. Take your money somewhere else.


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My truck came with a defective part which I pointed out to the sales manager. He refused to replace it because it is not one of 'their' parts. It was a part to hold down the cover on the back of a pickup truck. They promised then to replace when I spoke to the Sales manager and told them they could have the truck back because it was dangerous to drive the truck without the part as the whole cover would SLAM up against the back window when it is windy out. This was over 5 weeks ago that he ordered it and now refuses to take my call when I call for status of the piece. I called Key Bank saying I won't pay for a truck that is too dangerous to drive, and they told me to call a lawyer. THAT IS ALL!!!! THEY WON'T STAND BEHIND MY PURCHASE.


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Good advise.. Take your money to another ACCREDITED BANK.. This bank is not reliable, they grossly mismanage accounts and they make you jump through hoops and red tape then put UNREASONABLE HOLDS on checks deposited into your account. This bank is into doing dirty shady wrongful business and their customer assistants are the bottom of the barrel and are #BOTTOMFEEDRS in all respects.


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Security is too secure. Can't get in my own account. Password does not work and should. Failed security questions and should not have because I write everything down in case I forget. They are very insistent on texting verification, sorry I do not text. Now this bank says I have to go to my branch which always has a long line due to lack of tellers. Now after nearly an hour on the phone with Key Bank and now speaking to a supervisor who also insist on text finally comes up with a resolution for voice mail to leave me the code. This finally worked and the first person I talked to should have offered.


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They nail you with all sorts of ridiculous fees, especially when using your debit card. For at least 4 months, there was a charge of $28.75 that they kept saying I was taking out of my cash machine. YOU CANNOT TAKE THAT AMOUNT OFF A CASH MACHINE. No one ever has access to my card or account, but the activity kept occurring. They have not, to this day, found out the reason for this odd transaction to take place. I've spent so much time on the phone with them, its ridiculous. 


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Pros: Was able to easily open up an account online. Approval was fast. There are lots of branches and atm's all over (which should normally be a convenience). App works reasonably well. Only $10 required to open. Cons: Security questions I just set up didn't work. My first deposits were mobile deposits. A hold was placed on them for 8 days (from 01/14 to 01/22). No part of the funds were made available to me. I was told that I would be receiving a debit card in a week, but no debit card had been sent at all. 


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The Key Bank website prompts customer to answer questions to which have never been asked to gain access to the individual's own account. Upon calling in hopes of getting back into my account and being sent to numerous departments and being asked many questions and answering them correctly, I am still no further to gaining access to my personal information. NO THANKS TO KEY BANK. Highly do not recommend using this banking institute.


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A few years back Key Bank abruptly locked my account with no explanation when I was traveling, effectively stranding me in South Carolina. When I got on the phone with them they told me the only way I could unlock the account (they erroneously locked for no reason) was to appear in person at a Key Bank branch and prove my identity. When I asked for the location of the nearest branch, I was informed it was in Virginia, something the customer representative I was speaking with found endlessly amusing. I on the other hand did not. I had to borrow money from a relative to buy a plane ticket home because I had no access to the $5,000+ sitting in my checking account. 


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An unauthorized person fraudulently accessed my checking account, with the assistance of a Key Bank employee, emptied all the money out of it ($44,470) by transferring it into his account at the same bank, then closed my account. And despite numerous contacts with Key, they refuse to do anything about it, even resorting to lying to me to try to find an excuse for how it happened! I'm being forced to go to the police because Key bank refuses to admit their responsibility in this matter.


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Do not waste your time or money with Elkhart Indiana branches. They are constantly hitting people up with NSF fees for 38 dollars and 18 dollar service fees. Took 100 for a 7 dollar mess up when I was in hospital with heart attack causing a financial burden in return taking food out of my children's mouth. Called. Told my situation with a lying response saying their hands tied....B.S! I'm taking my business elsewhere. Beware they will steal from you!


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Early in 2019 I purchased a used car from a local dealership. They put my loan through Key Bank. Decent rate, easy app, convenient payments. This, so I thought was good. I immediately opened a checking account with Key Bank and moved an ample amount of money into the account to cover the car note and set up direct deposit for the same. All seemed to be fine for many months. I made a decision at the beginning of December that I preferred their bill-pay and other services to my current financial institution so I did some budgeting and opted to move all of my bill payments to Key. Made the appropriate changes to my direct deposit. I started collecting the information I needed. ALL was a go for January 1st, 2020.


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They consistently manipulate the information we see in our online mobile apps. They consistently place holds on your paychecks and deposits for as long as possible. Just so they can charge you ** insufficient fund fees of 38 dollars a pop. I have been kicked out of the app only to see no information then different information as I log back into my app. It'll literally keep changing the order of debits and authorizations. They consistently alter the order in which they were charged. So you have ** amount of money and you spend $30 so they take your ** amount and subtract $30 and it shows light grey "pending" still and you deposit $100 so it shows your money minus $30 and then it shows the $100 credit as pending and then it'll take the $30 from your new $100 "pending" credit thus effectively double charging you while covering it up. 


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I have tried to transfer my retirement funds from Keybank to my ADP work retirement account for several months. The customer service is so inept that they are not able to write a check to the receiving institution for the benefit of (my name). I kept getting transferred to different people who could only do one action like a robot and that was to simply send me a non-certified check under my name, which did absolutely nothing for me since they couldn't follow basic instructions. I ended up taking the tax penalty since there was nothing else I could do.


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Keybank has the absolute worst customer service. They are very poorly trained and do not communicate well at all. They provide misinformation that results in further issues and disputes. When you try to resolve a dispute they make you jump through hoops and over hurdles and do not keep accurate or detailed case information. So each time you call back or followup to make progress you have to start all over again with the issues. That is after you spend 2-3 minutes each call using their convoluted automatic phone system - having to type in account numbers and social security numbers several times. I have been dealing with an issue for several weeks now and they just keep going in circles. I do not think I have ever been more frustrated in dealing with a company. If you can avoid using Keybank you will save yourselves I great deal of angst!


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KEYBANK does not follow Mastercard chargeback regulations. We disputed a transaction ($3600.00) from a dishonest contractor. We disputed this as quality of services because we were unable to use anything that was done by this contractor. We sent a letter, proof, even other contractor invoices showing the repairs. Key Bank provided the provisional credit on the 10th day, then sat on this case until the very last minute to investigate this dispute, then sends a letter that they cannot help us on a "Quality of goods" dispute. INCORRECT!! They never even attempted a chargeback on our behalf! 


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I have banked with many banks and Key Bank is below a 1 star rating in my book. Slow to deposit funds, sometimes waiting 4-5 days to deposit business credit card funds. They hold deposits and put debits and checks through so they can charge your account multiple non sufficient funds charges. I eventually gave up ever resolving this issue and changed to a local credit union bank. NEVER had trouble with this issue again!


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Key Bank has a terrible customer service online. We live several hours from the branch so had to handle business online. On 1-13-17 our payment amount was $749.84 Plus we would send an extra 200.00 to be applied for principal, which it was. Then on 1-17-17 I sent them a principal only payment of $1350.00. They did apply that 1,350.00 to principal for a total payment of 1699.26 + 600.58 interest for a total amount of $2,299.84. For sending the additional principal they charged us an additional 75.00 in interest. The month before the interest was 515.85. We paid on the same day each month. Why would we pay more interest when we sent an extra 1,350.00 to be applied to principal.


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I opened checking and credit card with Key Bank recently - they offered me $300 but I am afraid the bank recovers the $300 thru outlandish fees and penalties. I can't get a straight answer from their 1-800 call center - and the local bank operates like something from the 19th century. I'm afraid to close the account because I am sure they will penalize me for "early" closing. When a deal seems too good to be true - it usually is.


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I've recently applied for unemployment benefits and my card is still not here. It's been since the 18th of October. Should I wait or call them and get a new card. This really sucks. I got laid off and they have me going to appointments with no money and having to meet ends. Just a horrible first time experience with this bank.... Is this a similar type of thing that happens to people who get Key Bank accounts.


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I have experience two times in the past year with Key bank in Schodack and Valatie, N.Y. All the people I have dealt with have ALL lied to me about my loans. They start out telling you one thing and keep changing the conditions with the amount. We got a mortgage though them and had to close two different times because of their mistakes and what Terms we ordinarily agreed upon was changed repeatedly. Then we went for a line of credit and that changed three times and we still have not closed. Stay away from this bank. Do business elsewhere. I would rate them a zero!!!


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My husband died and I received a Probate Court court order to have the money in his Key checking acct transfered to me. I went to my local Key Bank and presented all necessary paperwork to transfer the money. I have yet to receive any money. I have gotten a run around from the branch office and now from the executive office. It seems that Key Bank believes they do not have to honor a court order or drag it out indefinitely. I have never experienced such blatant lack of customer service. I am now forced to seek legal action to obtain money that has been court ordered mine. I would not recommend Key Bank to any one.


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I am a published author and well established artist who had an account with First Niagara that was bought out by KeyCorp. When I set up my First Niagara bank account I also set up a business account and I explained that I receive checks written out to both my pen name (also my artist name) and my birth name and that I would need to be able to deposit both of them in either account. The pen name signature went onto the account paperwork for both accounts, the personal checks had my birth name and the business checks had my pen name plus a dot com which is the name of my registered S Corp in NYS, and everything worked fine for many years.


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We have been dealing with Keybank for the year. We wanted to refi our home loan so we set up a meeting and got it started. The loan rep told us it would be about 45 days but would try to get earlier. This is 69 days now. We have repeatedly requested status only to be told a month ago the underwriting supervisor had it on a rush, which each week they tell us the same thing WHEN WE ASK never just for y info. Now today after emails and phone calls a supervisor calls me saying they are waiting on income verification (which they have done 3 time) and he can't promise anything, but it's being rushed. The same delay tactic as the whole time. I love the Keybank people in Orting, WA but I WILL NEVER APPLY FOR ANOTHER LOAN through Keybank again.


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Every time I apply with them for a business loan they deny it. 10 years and several applications and always the same grey denial reason. I have a high credit score. Get approved from other banks all the time, but KeyBank is always in deny mode. I think their underwriters are inexperienced and are many of their loan officers. Apply for a loan elsewhere and save yourself a lot of time.


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My original bank was First Niagara and they sold my account to Key Bank. What a nightmare! For few months I was sending the mortgage payments by mail. Now my house is in foreclosure because they said I never send the payments. I have all the proper evidence that shows they did cash the checks but apparently they never applied the payments to my account. I have been back and forth with them. Customer Services is terrible. Every time I call is like I have to make the all story again. The hired a lawyer now to manage all the account information and they don't let me talk to the bank directly. DO not make business with them!


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Basically I deposited a check I ended up believing was fake. I went to Key Bank and explained everything right away. It took Key Bank 2 weeks to look into this issue, all the while my account was frozen. After two weeks they closed my account. This is my direct deposit account. Now I have to somehow get my check from work. I have been a customer for 6 years now and have not done anything wrong besides this time. So basically Key Bank sucks, I wouldn't recommend them to anyone. To just close someones account after one accidental incident is bull.


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Key Bank just closed one of my accounts. Unfortunately for me, it was my direct deposit account. Now I can't even get my paycheck. AFTER 25 YEARS BEING A LOYAL CUSTOMER. THANKS FOR NOTHING KEY BANK. Lynn


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Apparently someone disputed transactions for payments coming into my account. KeyBank doesn’t notify me and all of a sudden I am out of $765. I tell them this is fraud, open a dispute.... on day 10 I’m told credit will process. Day 11 still no credit. I call them and I’m told they need more information to investigate. Wait, you just realized this on Day 10? Sorry, no. You are scammers and thieves. Then I ask them to email me the document so I can save a little time. They send me the letter, not the document. Call them, on hold 20 min before they ask if they can call Me back? Come on. Moving my money elsewhere immediately. Company is a joke.


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Cashed third party check in my checking account. Check cleared next day. 14 days later my account is under restrictions for fraud. Bank refuses to talk to me as to what is fraudulent. Filed complaint with CFPB, now they say that’s reason for hold, basically telling me we’re going to punish you for filling complaint. In any case, any law in place to protect consumer, they’re wiping their feet on it.


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I had some fraud happen to my checking account and someone took over $400 and I was in between paydays... Key Bank does not give any credit during the investigation and I’m on day 8 still without my money!!! Don’t do business with this bank. They don’t care about their customers...


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Don’t even waste your time. Worst customer service ever. Went to local bank AND submitted proof of my address to their email and never received my debit card. They said I didn’t request one. Wouldn’t you think DUH she needs one for a CHECKING ACCOUNT. I never heard of such a thing. Very slow replies. They closed my account due to no activity. I’m sorry but I’m not putting money into the bank account till I get my debit card. They pretty much refused to give me the card despite confirming my address twice, and somehow you guys also didn’t get that information? Ever?


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I am a small business owner. Went to this vile den of thieves and liars to save money on my business credit card processing and bank fees. What an expensive and stupid idiotic mistake it was for me to believe a word that vomited from their lying criminal mouths. I was already using Square and was looking for a better rate. They sold me on Clover and before I was done I was $260 in the hole on undisclosed fees, equipment charges and processing fees. I called to discuss it with them. Said they would call me back. HAHAHAHAHAHA HAHAHAHAHAHAHA. Guess what? Never happened!! Bite me **.


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I opt out of the overdraft protection to avoid paying $38 for $15 or less transaction from an online charge that I either forgot to cancel after free trial or just simply don’t have the funds and am able to do w/o till funds are there. Key Bank will still charge me for the small things I was hoping to avoid by opting out! I’m a single mother with only one income (not easy to hold on to money, even when I try). If my car breaks, there goes my savings. If I’m sick and need to miss work, there is nobody else to pick up the bills. I handle everything on my own and want to use those charges towards a savings or finish cleaning up my credit which is now only - $1,800. But it burns me up when Key Bank treats me like a dummy just because I don’t have much money after my bills. There is no room for empathy. 


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Long story short... This lady wouldn't send my card to my new address provided. Wouldn't accept my marriage license or vehicle registration as a form of ID (or whatever) with new name and address, but would willingly send my card to my neighbor's address.... WTF???? What a joke! I couldn't make that up if I tried. The DMV isn't this complex. That's literally not even half of the conversation we had. Blithering idiot. Not to mention rude.


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Please protect your energy and your money and have nothing to do with Key Bank. Your money would be safer in a paper bag under a bag than with Key Bank. My experience: Someone forged a check with my name on it. For $4,100. I have a picture of the check; it is honestly the most obvious forgery one could imagine. The local branch workers in Batavia NY agree. My local deputy agrees. I had very little money in my checking at the time the thief produced this forgery, but Key Bank honored the forged check, which was cashed downstate (NY), by raiding my equity credit line without my consent--without even a courtesy call. After I found out (a day later), I went through each step in their fraud reporting process. It would take 6,000 words to detail the twists and turns of their bungling of the subsequent "investigation" but the upshot is that they refused to really investigate. 


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I use the app for Key Bank and I love how it is immediately updated. As soon as a deposit is made it shows on the app. The app is user friendly. You can do most everything on the app including add accounts, transfer money, set up automatic transfers. You can set up a quick view - so the balances are at your finger tips. It's perfect for someone like me that is always on the go.


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I routinely make my loan payment about a week early. Has been fine until July when I made loan payment 1 week early. This week I started getting late notices for July. Turns out they no longer allow early loan payments. The payment cannot be made until the due date or it will be allocated to principal only and not count as a payment. I have been on with customer service two times this week each time starting over with the problem and trying to resolve it. Do not do business with this bank.


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I recently had a payment returned even though there was a positive balance in my account after it had been processed. When I called customer service it was explained to me that the payment (for my mortgage) was processed before the deposits from that day and therefore there were no funds to cover it. So even though at the end of the day my AVAILABLE balance showed to be more than adequate they did not honor the payment. I specifically asked customer service if the statement AVAILABLE was then not correct and was assured that no it was correct. What the heck?? Either it is or it isn't. And this is not the first time this has happened where my available balance is more than adequate to cover purchases and payments have been returned. I'm now in the process of finding a new bank.


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Key Bank's website has been down for almost 24 hours. When I had to resort to telephone service to transfer funds between two internal Key Bank accounts, they congratulated themselves for not charging me a $3 transaction fee, as if it were an act of generosity. I held for 15 minutes before I even received any customer service by phone. Problems with the website are not new. This is a second rate bank with inadequate technical support and overwhelmed customer service.


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I had closed my bank account with Key Bank because there were features that I missed with Chase Bank. With that said I had got a refund from Groupon and they accidentally refunded it to my closed account with Key cause that was the card I purchased the item with. First time I called Key Bank they automatically told me "The account in closed, the funds will be sent back to the merchant within 3 days." After going back and forth several times between the 2 companies, I had Groupon send me confirmation Key had accepted the funds and that they couldn't assist me any longer cause of it. Next time I called Key Bank they told me the same answer and didn't even pull up my account. 


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Probably the worse bank in America. You stay away, is in your best interest! Their computer locked me out of my online banking account apparently because I tried to log in from my home country, after months I was doing so. When called the customer service for help they told me I had to go my branch, in Manhattan, only 9 hours flight away, to certify my identity. Or to get a text message on my phone. When I told them that as I am abroad my U.S. number is not working and they could use the email associated to my bank account they simply told me that they do not do that. So I asked if Key Bank would pay for my trip to go certify my identity as this was clearly a mistake their computer did, they said no.


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Ahh, I forgot why 10 years ago everyone did not like banks. They make money for their shareholders and care less about their customers. This pathetic excuse of a business should be shut down for their lack of customer care. Shame on you all! Banking shouldn't be some faceless demigod in consumers lives!!


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I had paid my loan ahead by a few payments and on-line, the loan kept saying there was no payment due for each month I paid (presumably because I was several months ahead?). So for one month, I skipped a payment. The on-line loan was showing no payment due for several months out. Except, on the day after the payment is normally due, I start getting late notices. What!?! I have been making my payments all along and even extra ones. So I call customer service who cannot help me. I call the bank directly but re-directed back to customer service. I decided to immediately make a payment. Except the on-line account is telling me no payment is due!?! Somehow I forced it to take my payment. I will make a payment every single month no matter what but my account is still showing my next payment is due 3 months from now.


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Incompetent amateurs!! Returned 4 payments made on bill pay with Key Bank and can't explain why. Finally had to set up account for our bank to make the payments. People will not listen to the customer and act like you are a liar. Given 30 days notice insurance was due but failed to make the payment from escrow. Our insurance was cancelled and we were not covered for 12 days because of their mistake! Then they sent us a letter saying they were going to assign us insurance. Stupid people! You were the ones who didn't pay it. Can't tell me why they didn't pay it just like they couldn't tell me why they returned payments. Beyond reprehensible actions from any company!!


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My bank sold out to Key Bank a year ago and I am more than dissatisfied with the Internet banking. Transactions take days to post and the order transactions post changes hourly. One cannot get an accurate balance from their online system. I bet they generate a lot of overdraft fees this way. I have several accounts with other banks and Key Bank is by far the worst. I've had transactions take so long to post that I've had to call businesses to make sure they received my e-payment on time because it was never posted until three days later. This fraudulent behavior is unacceptable and will be reported to the attorney general.


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They couldn't even properly update my address on file, they've sent sensitive information and debit cards to an unsecure address, they asked a series of intimate questions that lasted over a half hour on two separate occasions to update my payment profile address and unsuccessfully removed the old address, their lazy reps just added an address. My card was involved in a breach and they refuse to disclose where or when, after a month I still have no access to my funds electronically and they again sent the debit card to an old address after charging 25 dollars two separate times to overnight my card, again they overnighted it to the wrong address twice. This company is a sham.


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There are no Key Bank locations in Florida so I took my money to a credit union and I am so glad to rid myself of all the maintenance fees and ridiculous overdraft charges. It was a big hassle to close my account and I am very dissatisfied with Key Bank.


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Well I, unfortunately, went to set up an account, checking account to be exact, with KeyBank and when I'm in the branch setting up the account one of the employees recommended I set up two checking accounts so I have one checking account to use for everyday purchases, so that if something were to go wrong like somebody getting ahold of my information, that it would only affect that account! So I set up the second checking account, under his recommendation, to put the most of my money into and transfer as needed to the other account, the one I use for my daily purchases!!! 


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I have been investing in real estate since I was 19. I am 65 now. I have had the opportunity to deal with many banking institutions over the years but this one is the absolute worse one to deal with. They act more like a property manager instead of a bank. Once a year they inspect the property and determine if your property is average, above average or below average. They make a list of recommendations that they expect to be fine. In my case, they found a few cracks in my sidewalk and they felt it needed to be replaced. They determined that my brand new brass door knobs were unsafe. They insisted that I change them all to lever style door knobs. They determined that there were too many leaves in my gutters and I needed to clean out my gutters. I think the bank should only concern themselves with lending money for loans and ensuring that the loan payments get paid on time.


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I left Key Bank over a year ago. I closed my account and took all my money to a credit union. Then last week, they hit me with a ton of overdraft fees. The reason is that Netflix still had my card on file and kept trying to bill it. My account was closed, they shredded my card, everything was closed. No, not Key Bank. They kept my account open and started charging overdraft fees over not even $20 worth of Netflix bills until I "owed them" almost $250 dollars! Worst Bank Ever!!! 


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Their online banking signup site claimed 3-5 business days to send a Debit card. Apparently that's a typo for 3-5 Weeks, because in two days we will have reached 21 days with no receipt of said card. When I complained last week, I suggested they rush the card. This was 5 days ago. I was told they would get it to me quickly, and no fee was mentioned. This morning I was charged $25 and still no card received.


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I had issues with my account and went to a local branch to get some help/resolution. In the presence, the relationship manager emailed the district/regional manager asking for help on my behalf. That manager called me and left me one voice message 2 days later. I called her back twice AND sent her a email using the contact information on the card she gave me. I posted on social media. Someone from “expert help” reached out to me asking for details. I sent an extensive email with every issue from the onset. I have yet to hear back from any one at local or corporate level. Their own financial well-being is beyond the importance of any customer. I am completely disgusted. I wouldn’t wish this bank on my worst enemy.


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Much like everyone else my account was fraudulently charged. They are still sitting on my money 10 days later. I got a letter that said they closed my account, so I called customer service and they said, "Oh no ma'am. It's still open and active." Every person I have talked to has zero clue. I have spent countless hours on hold and still have no resolution. I wouldn't wish this bank on my worst enemy. To the ONE person that wrote a positive review. Consider yourself lucky and I hope you never have an issue because you will quickly change your opinion. I am not a competitor, just a hardworking single mom that can't pay her rent because they won't give me my own money! Top Notch security? What a joke!


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Horrible Customer Service. I am signed up for account alerts. They waited five days to alert me that I had overdrawn a few dollars. Meanwhile sticking it to me with fee after fee. When I called them on the fact that they waited 5 days to alert me, they couldn't give me a straight answer. I threatened to close my account and they told me there would be a $25 fee for that too because my account wasn't that old.


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I signed up for the latitude credit card in November 2017 because I received a promotion in the mail stating "$0 / 0% balance transfer fee". I decided to to it and transfer another credit limit over. Well I paid off the balance last week which was approx $4500.00. The next day an automatic payment of $100 was still taken out. I called and she said she would transfer the money back into my checking (great) but I would have to go into a local branch to fill out a form to cancel the automatic payments (weird). So the next day I go to my local branch and I am there for about an hour. The Key Bank employee ended up calling the Key Bank center and in fact we could do it online (annoying!). A few days ago I log onto my account and see an $11.39 interest charge on my latitude card. 


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This has been the worst experience I’ve had with a bank. Will never do business with them again. After faxing in multiple forms to set up automatic bank draft, and it not working (this should be able to be achieved with a phone call), automatic draft was finally set up. Except it started drafting twice my payment amount. So now it’s on me again to fax in another form and pray that it works out. I’ve never worked so hard to allow a company to take my money, and have them make it this difficult. Once this loan is paid off, I will never, ever, do business here again.


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First of all I was told the interest rate over the phone and then went to sign the papers and it was higher than what was promised. Then there was a problem with obtaining the funds when I got to the bank to pick up the check! Had to go wait out in my car while these idiots figured it out. I had just worked a night shift the night before and was told it would be a "smooth process" because the bank manager sent me to that particular branch because his “buddy” was there and would take care of me. Didn’t happen! Then of course when I tried to contact the bank manager he wouldn’t return any of my calls! If I wasn’t so tired I would have told them to stick their check where the sun doesn’t shine. I will never ever do business with them again and am trying to pay off my loan as quick as possible.


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Key Bank continues to lock my account for no reason online. They will charge you for paper statement and make sure that you will not get access online to your account. They keep rising prices for checks. I will go somewhere else.


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Fraud. Took my $500. I was looking through my online statements. Saw a fraud use of my debit card to someone in California. 9 days later, I still don't have my provisional credit. They say still investigating. I have been a customer for 14 years. Not acceptable.


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I received a text that there was fraud on my account. I was told it would be resolved within 10 days. We are now at day 12 and they gave a provision credit for the money taken. However this put my account in the negative. They will not give me these dees back until they get their money from the retailer where the fraud occurred. I had $14 in the account at the time this fraud took place and I had opted out of overdraft. No one can explain how this happened. Seems they are having issues. If they can't refund overdraft fees that was their fault to begin with. Now I am being told it could be 45 days before I get all my money back. Plus I sent an email one week ago with no response. Time to find another bank.


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I wasn't even aware that key had placed a complete hold on my account. I'm still not sure why. But feel I should have at least gotten a notification. I have had my account for a while now and have never had any issues.


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I recently had my Key Bank Master Card compromised and had to request a replacement card. Unfortunately, these things happen and credit cards need to be replaced. What is ridiculous is that when I requested and received a new card, all of my Key Bank statements disappeared from the online system. I signed on to pull a statement from 2018 and every one of them was gone. 


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15 days ago my insurance company issued a check to pay off my car that was totaled in an accident. (I'm fine, thanks for asking :-)). The check still hasn't been applied, meanwhile I have been accruing interest at the rate of approximately $4.00 per day. They claim that the interest will be removed and backdated to the day the check was received. We'll see about that. I was on the phone with a wonderful customer service rep named Stacy, who seemed to be getting to the bottom of it, when I was suddenly transferred back to a "please press one"... menu. I was hoping she'd call me back, but no such luck. I may update this review when the matter is settled.


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My family is trying to sell our apartments which have a Key Bank assumable loan on them. The contract was signed in September, 2018 and the process was begun with the bank to transfer the loan. Over 5 months later, Key Bank has still not approved the loan and no one in the bank has any authority to make it happen. Our buyer had a like-kind exchange that was lost due to the delays. Every month, we call for an update. The processor states that they need more paperwork- which ends up being a new financial statement for the month that just ended. Is there a banking commission that Key Bank can be turned into? It seems that the bank is trying not to allow the assumption of the loan (due to its low rate) and by delaying, the sale will not go through. Where can we get help?


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Paid payment before on 15th of month due to illness of family out of state. On my statement under payment it stated late charge of $10 would be assessed if paid after the 16th of the month. Even though I received confirmation that payment was accepted on the 15th, I was charged the late fee because it did not post the day it was paid but 3 days later. I contacted Keybank customer service and this is the answer I received. They need to changed their statement. Not happy with them at all.


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Honestly, there are way too many issues to state here that I've experienced. My main issues have been with their hidden fees, discretionary use on when they decide to charge overdrafts and lastly how they batch the order of transactions to their benefit, which I thought was illegal. We have tested the order of debit transaction several times and screenshot before and after photos from when it was accurate, to when it was manipulated later in the day (very common).


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It is now one year since I opened a simple account. I cannot access it online. Do not get any statements. I have visited the bank 2 times and called 4 times and no resolution. No callback. No letters. I do have access to the ATM but I cannot remove anything or deposit anything.


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Every time I go to use my card there is a block put on my card. I have been with this bank for years and all of a sudden this occurs. So what you know is available to you and after you call customer service and lied to, is very embarrassing. I know my deposits as well as my transaction history. I would not advise anyone to bank with the lying customer service they have answering their phones. Discussion over your own account to be blocked is degrading! Think twice. You can’t even get a family member to send you cash because it’s suspect! Truly an inconvenience. How do they expect your life and time is resolved around mess like this!!! “DON’T BANK KEY BANK“!


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I received a check for a service made out to cash from a Key Bank. So, I took it to a local Key Bank to cash. It was there I found out that to negotiate a check from Key Bank at a Key Bank would require payment of a $7.50 fee! I was dumbfounded and struck mute! They charge for negotiating their own check! I would never patronize any business with such a fee structure meant solely to gouge customers.


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Key Bank is a joke. Only reason I signed up with them 9 years ago is because my dad was a long time member there and it was close. They will let you keep using your debit card 10 times before they tell you that you're overdrawn and then add $37.50 to each overdrawn transaction. Then they will overdraft you more for being overdrawn. Kick me while I'm already down. Customer members speak very poor English. Started a Roth IRA there 3 years ago and it LOST money so I withdrew it. Never had a good experience with Key. Too many fees, just not a good bank at all. Currently closing all my accounts and switching.


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I had just moved to Anacortes, Wa. Also I had been doing business with Umpqua Bank for 20 plus years. I needed a local bank as the nearest Umpqua was over an hour's drive. I chose Key bank. Yesterday, in Texas, there was an attempt by a person to pass a bogus check drawn on my account for $4000. Umpqua Bank needed to close my account but I am 70 years old & on social security. I could not have them close my account. Also, there have been frequent snow storms in Anacortes/ Bellingham area and so it was not safe to drive. I needed a fax so I could fix the situation with my Umpqua Bank. I had my account @ Key Bank and called the staff and asked permission to use their fax the next morning for 3 minutes. It would be safe for me in Key Bank. The staff gave me permission to come in & use the fax for a minute or so the next morning. 


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Very disappointed with Key Bank. When I inquired about draft protections they told me to sign up for a line of credit. I did, then got hit with a $50 annual fee. When I asked, they told me no, you should do a draft protection plan on which they take money from savings to cover fees of potentially overdrafting on my checking. (free) Now I’m getting charged with $18 per month for monthly maintenance fee? One thing after another with these guys. Ridiculous.


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Marketing offers - this bank running a scam to offer up to $300 if open a new account. They sent a promotion offer to my address and I opened a new bank account. Once I completed the all eligibility and time frame. They send me a e-mail that this offer is not valid in your area. So, It's totally fraud.


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Each time I called to cancel my account which should have been an easy process was made stressful and drawn out by Key Bank's customer representatives. They did not speak English well. Spoke too fast for you to understand them and didn't seem to understand English well either. Extremely frustrating. Would not recommend Key banking to anyone.


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Key Bank is a bank that makes frauds, my sister sent the payments of the house and having the receipts, Key Bank sent a letter supposedly 4 months are due and they put the house in foreclosed. Sincerely this bank are robbers.


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My mother passed away and was an account holder with KIS. After her death, I requested beneficiary claims paperwork on 12/17/18 and was told they would send the documents to me immediately. I have never received the documents and have been told twice that they must have been lost in the mail. I have left several messages and have not had a return call as requested. I am now filing complaints with the SEC and FINRA.


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There should be a rating with NEGATIVE STARS. If so, this bank would be a five negative star. I'm not upset as I'm writing this. I'm calm. My company account with over half a million dollars of federal funds for a rural electrification project straight from the US Treasury was closed with NO NOTICE except an email that says "As requested, your account is closed." We did not ask for the account to be closed. The branch manager stated he only found out when I wrote him and after I called him n times. The customer relationship person was on leave. After a dozen calls to the national Customer Service, Customer I.D. and Financial Wellness on several numbers and half a dozen representatives over 24 mad hours I was told that a letter was "found." The letter could not be sent to me via email to view. 


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Marketing offers - This bank running a scam to offer up to $400 if open a new account. Be aware - for 12 months you will not be able to close this account without fee and also they charge different monthly fees from this account as well.


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I have been banking with Key Bank since 1983. I have NEVER had a problem. Every time I have needed to call customer service the representative has always been polite and helpful. When I moved from one side of the state to another there was no disruption of services during the transfer of my accounts from one branch to another. When I do have to go to the branch the staff has been friendly and courteous even on the busiest days. I love the fact that they have Saturday hours. I don't understand why there have been so many complaints. Maybe those complaints are plans by competitors or maybe the attitude of the caller to begin with is too aggressive.


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I called the 1-866-295-2955 and I get is the ** language of the US. This is America and the official language US is English, didn't you people get the email from President Trump? I pressed the operator button 50+ times and could get nothing for a response.


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Absolutely the WORST customer service and service in general when dealing with your bank. I am paid ahead on my loan, so I asked when my next payment would be due, I was told 1/24/19 for .00. Well if nothing is owed then that can't be my next due date. They said, "Well the system won't tell us that..." Really??? That answer makes ZERO sense. I asked, "Well can you call someone in loan department and ask them?" "No, but I can give YOU a number to call." Seriously?!?! WHY is it so hard for Key Bank employees to know or find out how to properly process a payment and be able to answer simple loan inquiries? I HATE dealing with your company, if it hadn't been a dealer loan I never would have had a loan with you and never will again.


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No help on disputing a charge. Never sent paperwork or followed up. I had to be my own advocate. Bank hours are terrible. Employees act like they hate working there. They see you as a dollar sign not as a person. No point to invest money into this place. They don’t care. BEWARE!


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Take your money elsewhere, there is no point in trying to work with these people. Their online information is not up to current banking standards and often times does not exist. I have tried for over a month to gain access to my data online, but they are unable to assist.


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Giving everybody a heads up about Key Bank annuity and trying to get money. The broker keeps saying the check is in the mail when we need money for Mom's bills and rent. Still waiting and she past away Thanksgiving.


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If I could give Key Bank 000000 Stars I would. I only to deal with Key thru my job. They issued us pay cards... Well mine's was damaged and I called to get a new card... because my address wasn't updated by me but by Corporate. I am beyond pissed. I got paid 11/2/2018... And still can't order a card. I received a 5 day notice yesterday because I haven't been able to pay rent due to me not having a working card. This is ** and I'm calling BBB once I finish posting my review. Went online and opened an account with NAVY FEDERAL and was able to transfer 250 - the most they allow... While my other monies is just sitting on that card.


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The loan department has been nothing but a headache and nightmare since the day they bought out First Niagara Bank. Records from a vehicle loan are lost, primary phone number and Customer is wrong, and refuse to change it. They repeatedly call over and over again every day except for Sunday to talk to the primary person that does not live here. Even when the bill is paid they still call and tell you it’s late. They returned payment for lack of funds even though the funds are there and then say I’m going to charge you a Late fee. 


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My Grandmother has been paying for my deceased sister's student loans from Key Bank for the past two years. Every other loan for her Masters Degree was forgiven even through other private banks. Key Bank is by far the most crooked company ever. I called. They tried several times to get me off the phone with them just because I asked about the student loans after the student's death. I was just trying to ask them for information, nothing account specific. DO NOT use Key for any borrowing! PNC just asked for a death certificate and we never heard a peep about anything.


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We originally had our mortgage with First Niagara. Since Key Bank took it over, it has been nothing but a nightmare. They refuse to accept and properly handle payments made to principal only. We were told we cannot make payments to principal only in excess of our monthly payment because their computer programs cannot handle this. We were told in addition we can not make payments to the principal either 5 days prior to our automatic withdrawal, or 5 days after. This is all illegal, and seems like bank fraud. They make it extremely difficult to make extra payments - why? So they can steal more money from you. This is a nightmare. Please join me in filing a lawsuit against them, and going to every oversight agency. Consumers do not deserve this.


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We had to use Key Bank being that they bought out our previous bank. We should have realized there would be issues when our home went without insurance for a few months because they “forgot” to pay it with our mortgage. Now they have a newer policy where they hold a check for 5 days till they deposit it if you have overdrafted within the last 6 months. 


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Since I've been with Key Bank it's been nothing but a hassle to get things done. Just this week I've tried to send my son money online 4 times and every time they restrict my account and tell me I need to go in for them to unlock it which is extremely tough when you work on a fishing boat. Key Bank hates to release your funds. Period. Each time they blamed the restriction on strange activity when in reality there is nothing strange about it. Not once did I make report or buy anything that may raise a flag. I simply made attempts at sending him money overseas which is consistently blocked by the bank.


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Opened a Money Market at Collier Twp. Branch. Explained that I knew rates were probably going up but because of a relative being ill and me just moving I had little time to follow increase in rates. Woman employee guaranteed she would mark on her computer a reminder to call with any rate increases. After interest rates were raised (and Key Bank's money market rates were increased 10 days prior) I contacted Kelly, who claimed she had been sick and they were short handed at the bank. Shared with her that none of this were my problem. I had even said at initial meeting that if she was too busy I would understand, but she guaranteed she would let me know. 


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I had a small hobby business checking account. I used it solely for occasional transactions like business license fees, membership dues, and occasional derives. As a busy mom, the business was inactive for a while; I had another baby and stopped looking at my account statements because I knew there was no activity. Many months later, I go to write a check and go online to view my balance. The bank had initiated a $5 service fee and had halved the amount in my small account by the time I noticed. Yes, I should have paid attention. 


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I have been with Key Bank for years and have never been charge for using the ATM by my house and I have always used it all the time more than twice and they will not refund my $45 that they took at the end of September for an ATM withdrawal fee for using that ATM more than twice and previous months. I have use that ATM more than twice but they refused to give me my money and they say that that’s just how it is. So please don’t ever go to this bank. It is just ridiculous and I’m over being overdrawn all the time for ridiculous fees that I have never heard of.


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I would not even give this bank one star if less than that was an option. The customer service is the absolute worst of any bank I've dealt with. They take days sometimes up to 5 days to process transactions, some of which are bills that I have had set up through auto pay for years and never had this issue before when it was First Niagara so I'm well aware this is an issue with KeyBank and not the other businesses processing time. I have had them give overdraft fees when my check was deposited the same day as the charge but processed the charge before my check. I have also deposited checks and they have taken multiple days to put the money into my account causing overdraft.


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I was referred to Key bank by Nordstrom Heating and AC Inc. I was told no interest for 15 months. I called my local Key Bank near Arlington WA to ask if that is true. Answer was yes no interest on new loans for 15 months. When my first statement arrived I had been charged a $250 fee. They have refused to refund it.


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I get this error every time I've tried to sign in today: The User ID or password is incorrect. Please try again. The only way to log in is to keep changing your password. Also there are JavaScript errors and the only way to log out is to just dump the browser. The fonts on the site are all distorted and will not render properly. I am a former IT specialist: software and website development. I called Key customer service three times and they tell me there is nothing wrong with the site, yet the first one I spoke to, Michelle told me they had been working on the site today.


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I know hate is a strong word and probably not a good term to describe an emotion, but I HATE this bank!! I check my balance on a daily basis before using my debit card for purchases just to be sure I'm not overdrafting. Every time I call the customer service or even the branch, I'm always lied to or getting the runaround!! Within 2 days I was charged $212 in overdraft fees after being told several different times by several different people that my account will not be overdrawn!!! So I deposited the money into the account to bring the acct positive so that I can close it IMMEDIATELY! After I deposited the money into the account I called customer service to close the acct, they asked me why do I want to close the acct? I told them the truth which is their fees are ridiculously high!! All of sudden after telling the rep my reason for wanting to close this acct, she says, "Well you can't close the acct today due to a returned charge pending." 


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Horrible service - staff lacks obvious training and they possess no desire to do a good job. How can you be working in a bank and be unfamiliar with FDIC Insurance? They were terribly rude as well, Suyen ** claims to be a compliance officer on LinkedIn, Luis ** the banker who also called himself the Officer in Charge and the silly kid named Damion ** who made what he considered to be a silly joke about my appearance - How rude. Avoid this place.


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I closed my checking account on the 5th of September and was told my $3300.00 would be mailed to me in 10 days. It's now September 29th and still no check. When I call it's always another department that is responsible for the situation. They have ran out of the excuse, "It's in the mail." Where is my $3300.00??


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When we obtained our mortgage, Key Bank mandated that we set up an escrow account. In spite of having sufficient funds in the escrow account, Key Bank neglected to pay our homeowner's insurance bill by the due date, which resulted in my receiving a cancellation notice. I have made several phone calls and been placed on hold, then transferred, then placed on hold again. On 3 different days, after these exasperating calls, I have been assured that the payment would be overnighted that same night. And yet it has not happened. My insurance company tells me that no claim will be processed for the period that the policy is in unpaid status. If my house burns down tonight, it will be a total loss to me... and Key Bank! LAWSUIT TIME I guess...


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I redeemed my points with Relationship Rewards program and close this service same day. I specifically ask Key Bank rep if this is OK to close it same day. I was ensure that she check with Relationship Rewards team and I'm going to receive a gift card. After 2 month I realized I did get it! I call Key Bank and Relationship Rewards team. Relationship Rewards told me my redeem did not go thru... They can redeem it if I sign up for this program again. Pay $40 fee and THEN they give me $25 gift card.


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Key Bank stopped a check I was cashing from my employer. I always got direct deposit but my employer gave me a personal check. I went to a branch and cashed it. I put it directly in my account. I was thinking it may take a day to get in my account but nope. The branch "back office" at this branch submitted to fraud. The reason, because it was a personal check and it looked suspicious. Mind you it's around the same time I get paid. I think they saw a brown person walk in to cash a check and held it. I don't see no other reasons. I called the fraud department but they couldn't take the hold off because the "back office" of this branch has to take the hold off. Well the branch is telling me their "back office" did it and can't take it off. At the same time customer service is saying, Their back office at their branch could take it off. Anyway it's a week later. Still no money in my account. Nothing's wrong with my employers check. I don't know what's going on.


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My elderly father (91 years old) recently relocated from Pennsylvania to California to live with me. We submitted an online change of address and shortly afterwards his ATM card was declined. We called the number on the back of the card and was told the problem had to be resolved by the branch and we needed to call back Monday. Called the branch Monday. They were busy. Left messages. Calls were not returned, Tuesday tried again from the number on back of the card. Was told by an operator to speak with the branch manager. 


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I've been banking with Key for close to 2 years. I've deposited every single paycheck I've received since changing to Key. Today I deposited my paycheck via my mobile account. Usually when depositing my check, I'm given access to 100.00, until the check clears. Today I found out that you're not given access to any money when doing it by the mobile account. That doesn't make any sense to me. I've deposited checks by the same company before, and was given the 100.00, but not when doing it this way. I'm done with Key Bank. They're never there when you need them.


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Unprofessional, amateur staff. Hidden and surprise fees that go unexplained even after many attempts to get an explanation. Terrible website that is down as much as it is operational. Stone age app. Intentionally decreases credit scores in their assessment for loans in order drive up the interest rate they can charge you. Disgusting, dishonest and probably fraudulent bank. Disaster.


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I was at the White Plains Key Bank, not for the first time, for notarizing medical reports (I know where ALL the notaries are at various banks near my nine offices). The notary, Ms. Jean **, was rude, acted like I was bothering her and FOUR TIMES notes that notaries are nothing to do with banking. Fair enough, but I need my reports notarized by law. IN 30 years of doing these reports and getting notaries, NO ONE has been as clear that I was wasting her valuable work time as Jean **. The bank was EMPTY, btw, at the time. She also meddled into the content of my reports, which is against federal HIPAA guidelines to discuss or look into by non-medical staff. She alone in 30 years of this activity, asked for my SS#, and was looking me up online. Talk about over-stepping your boundaries!


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Key Bank Car Loan - I get paid every two weeks. I make my car payment my first paycheck of each month (single mom with two kids causes me to live paycheck to paycheck). My payment is due on the 7th. They start calling me 4x a day every day starting on the 7th up until 4 days AFTER I have made my payment because it takes them that long to process the payment. It comes out of my checking account the day I make the payment but takes them 4 days to show it on my account. Horrible threatening customer service and harassing in their payment follow ups. "I don't need 4 calls a day to tell you the same thing," I just told the last non-English speaking person. If I had the means, I would refinance the car and get it away from them. By the way, I pay at LEAST an extra $100 in principal each and every month and it never gets to the point where a late fee is charged. They are terrible.


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I was planning a trip to Peru last spring and I met a person on an online dating site from Peru of whom I had gotten to know for a few months. This person I met on this online dating site told me she was working with a travel agency in Peru who was offering tour packages and that she could arrange with them to provide a beach resort package for me at a fair price. After knowing the person for a while I decided to go with her to the travel agency in Peru to see what they had to offer in beach resort packages. While speaking to the representative at the travel agency I was shown pictures of the featured resort he was offering to sell me. The photos he showed me of the resort were of a state of the art beach resort, but after purchasing and arriving at the actual resort I realized that the resort he showed me online and the resort where I was dropped off at were not the same and that the agent had misrepresented the beach resort he had actually sold me. 


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So I was thinking of possibly switching from Chase to Key Bank. I put a 50 dollar deposit in the Key Account that I opened online. The 50 dollars took a week to post to the account. I thought Key lost my money so I had Chase reverse the deposit. Key sent my account to fraud for closure without a call, email or text. Before it was closed I did a 1 dollar deposit for a test. Key Bank failed my test with flying colors. No word on the dollar I put in. I’m just happy I got my 50 back from Chase and I only lose a dollar for dealing with these fools. Do yourself a favor. Don’t deal with Key Bank at all if possible. If you do give them the bare minimum or you will regret it. They will lose your money in a heartbeat. I only had them for 10 days and it was 10 very bad days. Never had any issues in 10 years with Chase. Only reason I even gave this sorry bank a chance was for the 400 new customer offer. But now I would pay 400 not to use them ever again...


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I opened a Key Bank Checking account last May 2018. I signed up for Online Banking as well. I applied and received the Latitude Credit Card with a credit limit of 15,000, zero percent interest and no balance transfer fee. I transferred a balance to the Latitude card for 2,700. Each month I had to prove to Latitude that I paid my monthly payment on time with a phone call and 45 minutes of working with a service rep. Each time they apologized, I was told by a supervisor the first time that they sent out a late payment notice prematurely. I was credited. However, the credit of 27.50 although appeared on my online statement they never actually credited the balance therefore generating another notice and late fee.


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I did a wire transfer to Germany for 5000 Euros through Key. The bank employee put an incorrect recipient name on the form (the bank instead of the individual) but all other information is correct and I have sent money to this person several times before, The funds never got through and Key is not attempting to recall the funds. My local branch manager is suggesting that indeed the funds got through and the recipient is lying about getting them. I asked him if there was a way to check if they got deposited and he said no, which is absurd. I have since filed complaints with the attorney general of my home state and Ohio which is Key's corporate state. I also filed a complaint with the CFPB.


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They closed my account on July of 2018. I had a direct deposit payment in there that they have of mines. I have called the 1(800) number as well as the branch. They have poor customer service at the cooperate office and branch. Nothing should be processing if my account is closed. They got their little 30.23 for their fees. Now I want my money that is not affiliated with them. Yes I'm pissed and will never deal with this bank nor do I recommend anyone else using this bank. I place them in the category of Bank of America. Beware of Key Bank. They not right.


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THEY charged me close to 2k in overdraft fees. YES overdraft fees totaled this month. Not including the transactions that I disputed for some apparent scam websites online. No lie. I have been round and round with them. I told them even with health conditions limiting my ability to get out, I shopped online a lot. If your card is ever stolen and used, they punish the customer for it. Meanwhile all my utilities are going back bounced. I've been inside the branch, on the phone, email... you name it. I got the same response. I have to wait 10 days. I offered to file a police report and was told I didn't need to. Now of course I can't make my dad's (79 years old) car payment due to all this.


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I pay off my loan earlier. For that they charging me illegal $150 penalty and I request them give my loan payoff letter. No answer from them. Can someone please help me where to file complaints against them?


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I overdraw my account on 7/10. They like to post debits before they post credits. They refunded the money on the 12th and then the 13th I had another overdraft fee of 37.00. I look and have a positive balance. I show that it was positive until they overdrew me and then they charged me for overdrawing me. Essentially one overdraft that they credited me for 34.00 is now 177.00 in fees in 5 days. I look at my statement and it doesn't match what they are saying. They say the online is showing it wrong. I can not afford as a single mom to pay them 177.00 for an overdraft that never should have happened. This has never happened and they refuse to help me.


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Seriously disappointed in services from this company and we will never recommend & will be switching banks ASAP. Someone stole my card info and spent hundreds of dollars of my hard earned income, we reported it A WEEK AGO and not only do we have to carry those charges on our account but we have been saddled with multiple overdraft fees (that occurred only because of the fraud) and what is equaling out to OUR MORTGAGE PAYMENT is gone and the bank isn't doing anything to fix it in a timely manner. I have 4 children and my entire limited income was swallowed whole by the charges & we have nothing to use for groceries or our essential bills and NO ONE HAS FIXED THE ACCOUNT AND WE HAVE CALLED EVERYDAY FOR A WEEK.


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Key Bank claims to have hassle free checking account but it is just the absolute opposite. They business practices are horrible and they will charge you overdraft fees on your account even though money is in the account to cover YOUR TRANSACTIONS! I have spoken with their agents multiple times and told them the money in my account why I am being charged multiple overdraft fees. Well my account overdrew for 39 CENTS!! 39 CENTS and they charge me $39 for 39 CENTS that then send my account into a snowball effect where the fees just keep climbing because I am not putting in my account to cover the fee just my transactions. 


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I purchased a product from KeyBank labeled Hassle Free Checking Account which advertised standard checking account services along with a bill paying service with an optional mobile check deposit feature to utilize at my discretion within the daily limits set by KeyBank's Business Policies. In exchange for having to supply the customer with personal checks to use on their account the bank offers to waive minimum balance fees on the account and includes a free online account payables service to utilize with them instead. I have money on deposit with KeyBank for a working service product that does not work as was intended and they have refused all offers to settle with me. 


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Beware, balance transfers you make on the phone aren't necessarily going to go through. I spent an an enormous amount of time to do a balance transfer still 3 days before the deadline. The person I spoke to seemed to not know anything about it, and kept having to go back to her manager every time to ask basic questions: the length of the promotion, the fees, the time it would take. Despite me being used to speaking with people with very heavy accents, my family included, her accent was so difficult to understand. 


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Honestly this is the worst bank I have ever had. I switched to Bank of America but kept Key Bank as my secondary checking and worst decision ever they aren’t well in guest service. They are always short on tellers and I’ve dealt with a branch the guy asked me what the deposit bag was. Are you kidding me? This bank is a joke. They love taking fees and can’t provide the times stuff was pulled out your account.


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I canceled my father's credit card, which was a horrible process. Three months later I get a statement saying there was a fifteen dollar charge which now totals 75.50 with late fees. We called last night to inquire. Rep took all of his information, including his permission to have rep talk to me - he’s 89. She was to call right back. She did not. I called from work this morning. They can’t talk to me unless he is present. So, we will go through entire process this evening. Can’t even begin to tell you how frustrated we are.


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It is Friday afternoon and my account still shows the same purchases pending from Tuesday. Everything since then hasn't posted. They do not update the information often enough. They tried to straight up ROB me! I keep track of my purchases and balance. I had enough money to cover my expenses up to the final one when I unexpectedly had to cover my friend's dinner bill. They tried charging me 4 OD fees totally $140 for being $6 over on ONE purchase! I spoke to two people on the phone who couldn't make sense of it either and they each fed me a lame excuse like "sometimes they go through in a different order." Even if that were the case, I had money to cover either the dinner OR the three purchases that they said went through after. I went in to the bank. The two women at the counter couldn't make sense of it. 


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We got an account at Key Bank. When we got our first statement the charges were doubled for using a different atm other than Key Bank's! It totalled over $40 then I went to cash a check that I have been cashing the same check from my mom every month for 3 yrs and the manager lady treated me like I stole the check (I have been in there with my mom 100 times). I know they have to call if it's a certain amt anyway while she was verifying with my mom the lady walks by her and says, "Make sure she tells you the check number", and they both have the same reason for getting it! What business is it of hers what this money is for!!! Well they cashed it because they had no choice but I felt like I was doing something wrong by the way that manager lady treated me!!! No more Key Bank!!!


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My account was hacked & I found out because my card was declined at Walmart while visiting family in Virginia. I called and the online rep could not help me because my last 4 digits of my Social Security # and my birthdate did not match what they had on file. I always leave travel instructions with the bank so they know where I'm going to be because I was hacked before. They did not have that info on my account either. Someone put a $400 transaction at a Sam's club in Las Vegas. I went into my home bank with my ID and SS card and manager asked if I was previously a 1st Niagara customer and the answer was no. No apology or reason why my incorrect info was on file. I have not received a new card or fraud paperwork yet and am totally disgusted with this bank. I will go to another bank as soon as this is settled.


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A rep from Key Bank reached out to me a couple of weeks ago to let me know that they were changing the KBO website and gradually transitioning clients to the system. No real information was given, so I assumed (incorrectly) that it would be primarily a cosmetic change and would be easy to navigate, as the old system was. My company was converted to the new system this week. What a nightmare! Although the website looks great (even if they do have a winter snow scene background in May), the ACH payment area of the site is vastly different from the previous system, not at all intuitive and did not port over all the information from the old system. 


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Rudest employees and "Manager" ever (notice I put Manager in " "). I deposited a check written to me that bounced at the check writer's bank, but Key Bank (23116 Telegraph Rd, Brownstown Charter Twp, MI 48134 location) treated ME like I was a criminal. There was a hold on the check and it bounced prior to the hold being released so Key Bank did not lose any money, I did not cash the check or receive the funds, I simply deposited it into my account like you would any check someone writes you. Key Bank immediately closed my account and treated me like I was a criminal, spoke to me very poorly and rudely. 


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I transferred money between TWO KEY BANK accounts to cover checks that were going to hit the bank that night, they didn't "recognize" the transfer until the following day causing me $187.50 in fees PLUS they sent my checks back. When I spoke to them, branch manager and regional operations manager, she said that I did it past 7 pm and that it is not recognized. It was a cash deposit into one account to transfer to the other because I didn't have my debit card with me. However when you do a mobile deposit before 11 pm it hits that same day, does this make sense to anyone? They are a BUNCH OF LYING THIEVES! This is how they make their money! Will definitely be looking to bank elsewhere! If I am going to overdraft my account, it needs to be my fault, not the bank spinning it to their advantage!


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I recently charged my Key Bank card for a fishing trip to Canada, I have been doing this over the past 20 yrs. Today I opened up my account and found I was charged a processing fee for the purchase! I have never been charged before for this type of transaction. I called the 800# for Key Bank and the first person I spoke to was (Kiana) and she started out nice and then turned very rude and cold when I questioned her on the charge... Came out and said she can't do anything about it... I explained to her that I charge on this card for years and she said she will go back and look... So I was on hold for 10 minutes and she came back and said could not find any history.


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As others have said... WORST BANK EVER!!! Their online/mobile banking is a joke and, as I have been told by KeyBank representatives, it is NOT up to date. So even if you are checking regularly, they don't post all charges, etc so you really have no idea what is going on until a day or two later. Was told to sign up for text alerts to get 'Real Time' updates/information... Signed up for EVERY alert I could find (email/text) and have yet to even receive a single text. I get emails 2 DAYS later telling me about overdrafts. They hold CASH DEPOSITS to ensure they are able to charge an overdraft. Payments don't show pending so no warning. They are there and will cause an overdraft. It's truly ridiculous. 


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Decided to open an account when I received a promotional offer by mail. The entire experience was unpleasant. Very non-customer-centric bank. Closed the account after just 2 months and will never use the bank for anything ever again.


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Key Bank is the worst. I changed bank accounts a few months ago and it was a giant fiasco trying to set up automatic payments from my new checking account. I tried doing this over the phone, and they said I would have to go to one of their branches to set it up. When I went into the branch, they said I required a voided check and would have to email in my application. That alone was extremely inconvenient, and in the meantime I've been making manual payments over the phone.  


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Our business accounts have been with the same bank building for almost 50 years. We have been through at least a dozen acquisitions and name changes without any issues. Recently Key Bank took over from First Niagara and that's when the service went downhill. First to go was the helpful branch manager and her assistant; then the friendly tellers and, finally, the head teller. In their place, you had a bunch of rigid, unfriendly, unhelpful drones. Things finally came to a head when my 80 year old father was unable to cash a $10.00 check because the check was made out to his business and not to him personally. We went down the next day and transferred most of our accounts to another bank.


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I have to agree with most of the one star ratings... and that is being generous. I visited the Parker, Colorado branch and what a joke. Perhaps mediocre customer service is a thing of the past and the concept is simply swirling the toilet bowl? Where do I start? I went in to cash a check on their bank. Ultimately, they charged me $7.50 simply to do that. Corrupt. The tellers (if that is the total they hold) simply ignored me for the first fifteen minutes. They ignored the drive up customers, telling one of them that the lobby was full. 


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7 years ago I was selling an antique desk online and received a buyer for it who sent me a Navy Federal check. I deposited the check only to find out it was fraudulent. The bank contacted me immediately to let me know. I never withdrew any monies from the check and as far as I knew the incident was over. Now it's 2018 and I go in and open a new account with them and after they deposit my money they tell me my account is flagged because of the fraudulent check that I deposited 7 years ago and they closed my account only to say they didn't wanna do business with me!!! Why allow me to open it in the first place? And why am I being flagged for a check I never withdrew any monies from that I also told them I received as payment from furniture I was selling online? 


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The worst bank ever. The Federal needs to investigate how they do business with customers. This is abuse and stealing. How can you check your account and find that a payment had already came out, so I went and make a deposit. Now today the bank charge me an overdraft fee for something that had been deducted out of my account. What I can’t understand is the fact that the payment was already taken out of my account and I had money left over in the account.


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I had a total loss a vehicle. They don’t cash the checks from the insurance money in order to try to get more money from me. How they can do this to anyone is disgusting. My accident was in December. It’s now March and they want payments from me, meanwhile one service rep said no checks are posted to my account. Then I call my insurance company and the checks were posted. Over $19,000 and they still try and make me pay. I call back. This woman now says they do have the checks. This is only when I have my insurance company on the phone. They are scammers and so unprofessional.


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This is a combo between the Benson/Old Seward location(s). I've had a past account and recently opened up a brand new checking account with KeyBank. The branch rep that helped me asked all the basic qualifying questions about money in...money out. I told him that I was working on-call and my employment was far from stable and very unpredictable. He suggested the Money Market account. I also had a $200 promo code for qualifying direct deposits of $500 or more. I qualified once I handed in my direct deposit slip to my employer's payroll dept. 


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Went into open a savings account for an Etsy shop. I has asked if it was cut and dry where there were no fees unless you obviously overdrafted. Anyway, sat there an hour with a guy and a woman that knew nothing and had no customer service skills, besides talking about their personal life. I have my accounts at American Eagle, I wanted to open an account and keep it separate from our other account in case something bad happened. Anyway, I sat there for almost an hour, no talk about the savings account, just asking me about my personal life, where did I work etc., then her telling me how her parents are building a home around a pool etc. 


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I got a car loan with Key Bank. Unfortunately, my vehicle was totaled. My insurance company paid them an amount estimated for the vehicle... They sent me a statement showing the payment. My insurance company recalculated the car amount. They are now paying them more. I also have gap insurance. It’s been three months I continued to make payments while my insurance company estimated the value. So after three months of payments no phone call saying my insurance company took the check back and they are sending a new one. They call me and give me a late fee and say I have to make a payment. I was put on hold. Argued with the representative and he put me on hold for 20 minutes while looking up my file. As if I’m just not paying and I still have this vehicle. They have no communication or records kept at all. Very unprofessional.


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I used a Key Bank ATM at 2133 Poquonock Avenue in Windsor CT on February 20th at 11:09. I tried to take out $200. The ATM took a long time to dispense the cash. A red light went on and I received the message that the ATM was unable to process my transaction at that time. I tried again but this transaction failed as well. I then went across the street to a Webster Bank ATM and was able to withdraw $200 from my Key Bank account. I called customer service after I discovered that my account was debited for $200 even though I never received the money. They told me it would take up to 10 days to resolve this issue. It is day 2 and the $200 has still not been credited to my account.


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Had to set up my online payment with them three times. I also had to drive to 20 miles to a branch to hand deliver my ACH information because they only accepted a Fax (which they said they can't confirm they received). After two months they had an issue and I was not notified so I went online to make the payment. My bank info was gone (again) and I had to work with their team for a "workaround" because of an archaic system design. By the way their system for fees and late fees seem to work fine. It seems like a scam to get fees (all have been waived though). Nothing but a headache.


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This banks should be called FEEBANK, not Key Bank. Unscrupulous practices, items pending on a Sunday night when the Federal Reserve is closed are automatically pushed through just to create an overdraft. My family has over 500,000 in this bank and have used them since 1965, when they were Society National BANK. As a third generation banking customer, they cater to people that are in the credit range of 800 and up, and have at least 50,000 in the bank. They can stick their line of credit where the sun does not shine. And their crappy practices as well. I have had great service with Huntington and PNC which I have moved all my accounts to. My branch was in Huron, Ohio. Worst service ever. Went to close my account, and was told to come back another day because a 10.27 dollar charge at a gas station was pending. GO ** yourself KEY/FEEBANK!


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I have to agree with others that this bank's practices are completely unscrupulous. Depending on who you talk to, you will receive different information about fees charged to your accounts. I have had false fees removed by some customer service reps but not others. They will flat out lie to you to get you to open accounts then hit you with fees that someone assured you would not incur. I am done with these thieves. Please, entrust your hard earned money elsewhere. This bank should be investigated and closed.


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Key Bank will allow a transaction to go through and then make you pay a service charge. I have had this same experience multiple times. Today (2/6/18), when I called the customer service line, the lady I spoke with told me that "they were helping you out". In what land did "helping you out" involve making you pay for the help? I'm so pissed that I can't even go into the detail of my experience with this Fraud that calls itself a bank. Nevertheless, there are kind people at some of the branches I have visited, but the system is just there to "milk" customers. First thing 9 am tomorrow morning is to go down to the nearest branch and close my account. I have had enough. I wish I could pass with a Zero Star or even a minus Zero... Ha!


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They are unscrupulous. They will edit your debit history, push through transactions and even hold deposits to make sure your balance is screwed up. Then they'll charge big fees. I have 2 account with this bank. Every month they figure out how they made my account go negative to charge overdraft fee's on top over and over again. Every month I'm paid $200.00 dollar about this issue. This is take money off my budget. I need to paid other thing. I can't afford those people take money off my account or manipulation my financial system just to made money for themselves.


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I am closing an account tomorrow morning. I have spent the past six months, first, trying to get Key to acknowledge their mistake, and second, correct it. After the first fraudulent charge I called customer service, who told me to go into a local branch. I did, and the local branch manager told me to call customer service. By the time they removed the first 18.00 charge, two more had been added in the following months. Each time, I called, was told to go into a branch, and was told when I got there to call customer service.


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If you love throwing money away, this is the bank for you. On several occasions they have held my deposit & my debits go through & have ended up with $100 in fees. I've tried talking with them, the branch people are rude & call center don't care. This place needs investigated. They are ripping people off!


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I have had an account with this bank for many years. Recently after having a new automatic deposit of several hundred dollars they started delaying debits to my account in order to put it in Insufficient Funds status. During the middle of Christmas shopping in 2017 they charged me an overdraft fee when my account showed a positive balance. I made a deposit immediately which they delayed posting. So the overdraft fees continued. I had automatic payments I could not stop because of PayPal policies. But mostly because of Key Bank my account is now over $700 in arrears. They have financially ruined me. And they don't seem to care. I fully believe that they did this because of the new direct deposit. They assumed they could collect from that but I was able to change that deposit in time to another bank who truly cares about their customers!!!


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Key Bank white plains location (270). Bad customer service. Today a female teller who must be newly hired refused to cash my check because she did not know me although I am a member of this bank. The way she spoke to me she was completely unprofessional and I was forced to go to a check cashing and pay almost 30 dollars to cash my check so I can pay my rent. Word to the wise go where you are appreciated and treated better. This caused me a hardship as I was forced to spend money I did not have to spend. I would suggest not going to this teller if you enter this bank. You will not be treated fairly or with respect.


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If it seems too good to be true it probably is! I was suckered in by the $200 new account offer. I opened my new account, excited to be done with monthly fees and the promise of an extra $200 - woo hoo! I waited for my new checks and debit card - I needed the checks to change my direct deposit and the debit card to make my required transactions (and you know, to just have access to my account) to qualify for my $200. Then I waited some more... and waited again. I went into the Tigard, OR branch to see what was going on. Lead Teller Deborah ** looked up my account and told me that I should wait another week because the holidays must have slowed things down.


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I have an checking account with Key. It double dipping on transaction causing the rest of the charges bound so it can charge for bound check. I also have a credit card account with it. I may pay on the beginning of the billing circle and it never update my balance until the end of the billing circle so it can charging interest. I've called them. The call went to Philippine. No one can help me except keep paying until it paid.


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How do they stay in business? Fees. These people are unscrupulous. They will edit your debit history, push through transactions and even hold deposits to make sure your balance is screwed up. Then they'll swoop in and hit you with the big old fees. They need to be shut down.


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I initially opened my account (15+ years ago) with Harleysville National Bank, and never had a problem. It turned into First Niagara, again, never had a problem. Now it has become Key Bank. I was in a hurricane (Category 5- Maria, Sep 19, 2017), that left us without power for several months, no cell-phone service, no internet, and no communications for several weeks. When I was finally able to leave the island and contact Key Bank customer service, they first challenged my claim that I had been through a hurricane (even though the address on file is easily verifiable). They have continued to charge late fees, report non-payment, and charge interest -AND- they have now closed my account.


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I opened my bank account with HSBC about 15 years ago. Never had ANY problems. HSBC turned into First Niagara. Still a fine bank. But since Key Bank took over, it has been one nightmare after another. TWICE Key Bank deposited a check into my account and made it part of my available balance only to (days later) inexplicably take the check amount back out of my account. Why? Well it took me several visits to my local branch and 3 WEEKS to get the explanation (via snail mail) that the check "couldn't be read by our scanner" so it has been voided from my bank account, thus sending my account into overdraft.


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OMG. How could there so many disconnections, wrong departments, and so much internal confusion? All for a fairly straightforward question? Each person I spoke was friendly enough, even in the face of my growing frustration–kudos to them for that–but then would send me to the wrong place, give me the wrong information, or, in one case, inadvertently hang up on me. All the while, messages played about how the queue was 1-3 minutes. It wasn't. I've had accounts with Key for years–a mortgage, investments, etc.–but after today, sadly, I have to look for a new bank, because I cannot stomach that much ineptitude. I am beyond appalled.


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We applied for a home loan in mid July, they said to change to another loan package to save money, it caused a higher estimated payment and a second hit in our credit within one month! We paid money upfront, inspection, etc. They kept changing requirements, charged us for appraisal and we did a year of homeowners on November 3. After several delays and a ridiculous delay of the bank refusing to close because the current homeowners wanted to keep their oil and gas rights and after we were told four different closing dates, we are now into December. The house needs some outside work and we are paying insurance, job verifications complete and every paper trail covered and all requests submitted, 5 months after we start we aren't permitted in this house and finally are denied due to lack of collateral... something never asked for!!!


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There is definitely predatory and illegal practices going on at this bank. Since when does a bank NOT have to give itemized details of charges? And be able to foreclose on homes by sending a letter (regular mail) stating an astronomical settlement amount to avoid foreclosure. And to add insult to injury the letter will allow you 30 days to come up with the unexplained dollar amount (way more than mtg payments) but you come to find out the foreclosure process has already been started. Then they won't accept payments even if it's within the 30 days. The letter states "payment will be accepted within 30 days from RECEIPT of letter".


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Key Bank has the worst system, that I have ever dealt with. You have to be a rocket scientist, to figure out all the coding that they use, for your bank account. From 7 p.m, to 7 a.m., you are unable to access a lot of your needed information. Other days, their system is shut down, and you can't get on, at all. Still other times, they will not notify you, if a check has not been cashed. If you have a credit, under a dollar, in your "line of credit", they just take remove it. They are constantly "apologizing", because of their incompetence. I don't want an apology; I want service. Why do they need 12 hours every day to mess up people's accounts? They can probably do that in a much shorter time frame. As I said: "Worst bank, ever".


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Very rude women tellers. Very unwelcoming. Throws your receipt at you, instead of handed to you. Wish I didn't open account with them. I have talk to others customers. They said the same thing about this one particular teller. No manners and no people skills.


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If I can encourage anyone out there looking for a bank GO TO YOUR LOCAL BANKS! They have way better service fees and you can also avoid those other nonsense fees. Bank fees here and there add quickly. With Key Bank it’s all about discretion. You can even open a free account without meeting some guidelines. I recommend simple hassle free experience. Key Bank doesn't really give you that experience.


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Asking for help when my account was considered blocked. I did nothing wrong. Although I believed a CO. was legitimate. It was not, now I am being looked at as a fraud. I just want an acceptable company who can provide me with a checking account!


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I got a Discover personal loan deposited into my Key Bank account. They money has been in the account for almost a month. I do not use this account much, so I wanted the money to sit until I needed it for closing cost on a home and wedding expenses. We went to withdraw some of the funds as a cashier's check to give to the title company at the closing and was told we couldn't get it, that they had to verify where the funds came from. It clearly says an ACH deposit from Discover. 


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I just opened a business account at Key Bank. The manager, Isaac **, assisted us. The service I received was exceptional. He explained all my options. He answered all my questions and he did not rush me or push me in any direction other than the one I told him I wanted to achieve. Best bank customer service I have ever received. AAA+.


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Seems to be a theme with Key Bank. I was charged overdraft fees when they first merged with First Niagra. The transfer of accounts messed up all my bills and I was charged too many overdraft charges to count. They took days to refund them and I owed additional fees to creditors because of their error. Fast Forward to today. Zero overdrafts to date since then. Noticed a low balance on the Key Bank app. Transferred money to cover. 2 days later the transaction ledger was 'edited' to show a charge prior to the charge. Backdating. In addition, the fee was compounded all other debits by adding charges to that. Hard to follow right? After 8 days and 10 overdraft fees, a direct deposit to cover well in excess and 'recurring overdraft' fee for having the overdrafts I was told, "we can't help you."


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We applied for a mortgage with Key Bank and we realized it would be in the words of the loan officer an "uphill battle, but do-able"! After 2 MONTHS of jumping through hoops and providing the underwriter with everything they requested including getting documents from Germany where my husband was stationed translated, paying for an appraiser etc. and getting close to our CLOSING DATE these unprofessional cowards SENT US A AUTO-GENERATED LETTER to let us know we did not get the loan even though we had been in phone contact on an almost daily basis!


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We have had nothing but problems with this bank since they took over our old bank. When they took over, they screwed up our account so bad that what they claim to have seen and what we were seeing was two completely different account histories. This caused a conflict with auto bill pay. They then changed to Key Holdings, while still keeping the branches as Key Bank. This again caused issues with auto bill pay, as well as direct deposit. This was also done without notifying their customers. They have changed policies without notification as well as refuse to provide documentation of the policy changes. They have also held direct deposits, and debits for an extended period of time. At times going 2+ weeks, and at one point over a month. We have also found that they have altered the final payment on a loan that was from the previous bank that would cause the loan not to be paid off as required in the terms of the loan.


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I’ve had Key Bank since they bought first Niagara. Never had any issues other than charging overdraft fees which are honestly insane. But that’s another story. So I deposited a check and upon realizing it was a scam, called my bank to let them know and ask if they could do anything about it. They said no, just wait they’ll investigate. I said thank you. A few days later, I checked my account, and it was negative the amount the check was written for. I called them and asked about it. They told me to wait until tomorrow for the check to clear. I said, "Fine I’ll check again and call you tomorrow." 


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I have had my Key Bank open for less than 6 months and, somehow, have paid close to $600, if not more, in overdraft fees. According to the branch manager, at the Smoky Hill and Buckley location in Colorado, Key Bank doesn't have "live banking," meaning transactions can be posted days later, depending on how Key Bank feels. I had several transactions, 9 to be exact, that should have been posted and processed on Saturday, when I had a positive balance, instead it was processed 4 days after my account had a few cents in it. So, of course, my account became negative due to these transactions posting days after and my account incurred 9 overdraft fees at $37 each. The branch manager refunded 3 and told me to blast Key Bank on social media so hopefully there is a change but he couldn't do a thing about it, besides be nonchalant and careless. DO NOT BANK AT KEY BANK!!!


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I opened an account with Key in March prior to a move to a new state. I had to call them to get them to send me a debit card which was perhaps the first sign of trouble. This past Monday, I received a call from their fraud detection department with the news that someone had attempted to make a fraudulent purchase using my card. This happened once when I was with PNC, so I understand that these things happen and that this is the price we pay for the convenience of using these cards on a regular basis. Unfortunately, things could have been handled in a far more efficient fashion. I was told that it would take 3-5 business days for them to send a new card; it's now Saturday, 6 days after the call. I have no card, and we won't have mail again until Tuesday. 


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I have done banking with several banks in the past, however, I have NEVER been treated or taken advantage of like I have with KEY BANK. This bank constantly overdrafts accounts that have a positive balance and try to justify their actions as they talk in circles around you. The bottom line, after several phone calls, no refund and extremely unprofessional. I shredded my debit card immediately, stopped all direct deposits and closed all accounts. I cannot believe how dishonest and crooked Key Bank is and would never ever recommend them to anyone for anything. I will also be having all the overdrafts looked into as they were unjustified. MAKE COPIES OF EVERYTHING IF YOU BANK HERE!


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When I opened my account, the account manager is very "nice". I asked her in very detail to make sure no any maintenance charge. After about 6 months, I found I was charged $3 for no reason. So, I closed that account immediately. I have another direct deposit account with Key Bank. They told me that account is "safe" since I have direct deposit. They will never charge me. I received a statement today, I was charged $18 "maintenance service charge". I have more than $8000 there, and deposit $1000 each month. What kind of greedy bank? I have account with TD bank for more than 15 years. They never charge me with anything. The minimum balance is only $250.


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If negative stars was possible, I'd give negative 3. Twelve years ago I signed on as co-signer for my under-age college bound daughter's overdraft protection. Twelve years later after receiving zero communication from Key Bank, my daughter calls to tell me she cannot access her over-draft account and it is only in my name. I check with the bank to find it is now $10,000, been converted to a high-interest loan and I am already three months past due. Not sure yet what was going on. I made a payment of over $700 to get the account current. What I find is that they were "notifying" her via online documents, which you can only see online, regarding overdraft fees and automatic transfers. Nothing comes to you immediately.


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I transferred my business accounts to Key Bank and they offered a line of credit. I agreed, on condition they never impose an annual fee. A few years later, without notice, they began to charge an annual fee, and when I protested, they responded by adding late fees and other charges. I wrote numerous letters, including to the CEO, but received no response. The branch manager assured me she would "look into it", but that was the last I heard from her. Key subsequently reported me as a default creditor for what is a paltry amount, thereby injuring my credit. A very bad and unresponsive bank. Stay clear of these guys.


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This bank is crooked and horrible! They have bad customer service on the phone and the manager is crap! I opened my account on a Friday! Deposited cash once at the counter and by Monday my account was closed and no one could tell me why. They also took my money and made the deposit disappear! I spent a whole day trying to get my money back and even then I only got 100 of it. Smh they scam people or something. I don't know but I'll never go back or refer anyone to go there. Bad bad bank.


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This is the second time I have my debit card compromised on a KEY BANK DEBIT CARD. This makes no sense. The first time my Key Bank debit card was four months ago. Here it is September 2017 and now my new debit card had someone making a purchase on the card while I had my debit card in my hand. This makes no sense. I had to wait seven days for KEY BANK to refund my money on a new debit card. There is something going on with KEY BANK DEBIT CARDS. I have never seen where a debit card transaction goes through as Credit card transaction. There is something fishy going on with this bank. If, you have had your debit card hacked or compromised please report this to the police in any state. KEY BANK sucks!


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Seeking a job, a man in New York offer me a job and sales commission. Money was transfer to my account to transfer to other buyers and was deposited to Key Bank. There were checks issue and checks were pending to be cleared.There were 3 checks issued. The last two checks were pending and Key Bank allowed them to be transfer back to sender of the checks. I was held liable for all of the fraudulent checks issued. I filed a report to Key Bank fraud department but the department did not investigate and claim I am liable.


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Deposited a check from trust account in Key Bank. Expected a hold but now 5 days and account is overdrawn. Wow. Bank said you get 100.00 upfront rest when released. Ok so I checked my balance had 77.00 in there and took 60.00 out 2 days later in 90.02 overdrawn went in ask about it. They said something about fees they didn't seem to concern, they said "Your funds will be posted N.L.T. the 18th." My rent is due the 10th so more service fees. I'm going to go back to Wells Fargo when check is posted.


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The branch manager at Latta Road & Long Pond named "Pam" is worthless for any assistance in matters. Every interaction I have had with her she could not arrange for a settlement fairly. She treats me as I am just any other client and for me being a long term client and more than monies to settle any issue she will account for this a positive issue for the client. I guess I am having exactly what I keep hearing from most clients that have been taken over by Key from HSBC and initially was Marine Midland. It just seems to me that Key doesn't consider long term clients to be worth keeping and they would just as soon the client move on to another bank rather than to make concessions that could be positive for the client. 


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I have been a customer with Key Bank for years. Since their merge with First Niagara it has been nothing but a nightmare. They are so far behind in processing, transactions go through before deposits made on same day resulting in a domino affect of overdraft fees. When this first happened a few months ago I contacted the executive offices and 2 weeks later I was reimbursed over 1,000 in fees and told it was only half as they can only go back 60 days. There's an old saying, "fool me once shame on you, fool me twice shame on me." Should have closed my account then. After coming back for being out of country my account was overdrawn due to a payment being released earlier than it was suppose too, first how did they allow that to happen???


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We are totally dissatisfied with Key Bank. I receive child support from my ex via check from his account. I do not have an account there. I have been cashing the checks at both Amsterdam and Johnstown branches for years. A few weeks ago I went through the Johnstown Branch to cash the check and was told that since I do not have an account there I would have to go in. I had my young daughter in the car who was sleeping. I went in and cashed the check.


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Key Bank is a mess. I opened our first account in December 2016. It took over a 6 weeks to finally get the checks that were promised to arrive within 2 weeks. This same thing happened when I opened a business account; except that then it took over 2 months and 4 visits to the bank to get. BUSINESS checks. But the most egregious complaint is that their customer service representative gave me false information, apparently she was not trained sufficiently or up to date on policy, which information cost my company hundreds of dollars, of which the bank reimbursed me minimally. This same agent opened my second personal account, which was for me - a single mother - to provide a debit card for my high school son, to pay for his gasoline and snacks. I insisted to this bank employee that this card, like my other cards, should NOT Process without funds in the account. 


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Ok I had a loan through First Niagara Bank. Never have I had a late payment or issue paying my car loan. I have a perfect record. Now Key Bank took over my loan so they say I didn't pay my monthly note so I showed proof through email and fax and still they keep saying it takes 7 to 10 days. It's been a month now still nothing. I refuse to pay any more money. They will repo my car and I will sue them simple as that. Never deal with Key Bank. They ruined my credit. It's an embarrassment.


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This bank is horrible. They placed my payment in some "unapplied" category and it triggered a letter to me saying I am in default of my mortgage, with no remedy and they would be expecting full payment of the loan balance! Their mistake, they had the money in their hands and I get this letter! Disgusting. Then I was told that I have to wait until the next statement to see that they "fixed" the mistake. Hopefully there won't be a lock on my door when I come home from work. Something wrong with upper management and the way this bank is run.


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I am disgusted by all the fees that banks come up to hit their customers with. It is outright robbery. Stop payment on a check should cost you 30.00? They are all thieves.


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Key took 4 days to process a bill pay that I set up with my checking account. So when it finally posted it overdrew my account, although I made a deposit to cover the charge before it posted. I will not be banking with them anymore and I've been a customer for ten years. I am sick of the way they do things!


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I get notifications about activity on my card. Someone did an international transfer and took ALL my money. I only have this card because the state of Alabama uses it for child support. All my child support money was gone and I just received a deposit last week.


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I have been with Key Bank for over 30 years with several personal accounts and for 20 years with business accounts. They have been getting worse and worse over the years with increased fees, horrible customer service and a MONEY HUNGRY drive. Every time I turn around there is a fee, they just closed our overdraft protection account saying "It doesn't meet certain standards" but, can open a new overdraft protection account that of course has tons of fees associated with it, transfer fee and yearly membership fee. They have no problem attaching a fee to anything and everything. They should change their name to Fee Bank, and the tag line use the red fee. I am in the process now of moving accounts to other banks, mortgage was already moved and several business transactions no longer happen with Key. Everyone needs to save themselves some grief and bank someplace else.


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On July 17th a withdraw was made at an ATM at 96 S. Main Street in Franklinville N.Y. which is about 60 miles south of where I live. I noticed it and quickly called the fraud department and filed a dispute. I was nowhere Franklinville that day and haven't been there in years. I received a letter that their investigation determined my card and account was not compromised and there would be no adjustment made.


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Unfortunately I bought a new car in Nov 2016 and agreed to use Key Bank. It is only now that I hear nightmare stories even from my bank manager. Their website to pay loan online is awful, my last payment after getting to submit popped up a message "unable to process at this time". I logged out, tried 3 more times to log in and finally did. Entering info again... The same amt for the past four months, the loan plus extra toward principal. The next day I saw they took a double payment. The first payment was not even the full amt I always pay. It was just the car payment.


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Bank manager screwed up my cards. Tried to file email complaint and link ends up with a submission error... Wasted much time and tried Chrome and Edge and both don't work. Tried online chat and was worse because I kept getting sent to same broken submission. Whole process wreaks of incompetence... AVOID.


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My grandmother died over 7 years ago, in 2010. Then my father died 2 years ago and I closed his estate. Several months ago I received a Key Bank credit card statement forwarded from my father's address, but addressed to my grandmother. It was a statement for her old credit card account and had a balance of $0. No big deal, I called and explained she died over 7 years ago, and they should close her account. I figured I was being courteous and protecting them from possible credit card fraud from an old open account. The woman said she would close it, no problem. She even asked for her date of death and gave her condolences.


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After making a check deposit through the ATM... a hold was placed on that deposit. I was told that I was potentially fraud. I can respect that. I was told that after confronting the branch manager since he refused to be honest. I took the necessary steps to show that there was no fraud. The branch received documents from the company that issued the check... confirmation that it was all good and the check has cleared. The branch manager was verbally told it's ok and received a document showing it was ok. They would not remove the hold. The branch manager stated he couldn't release the hold. Customer service and the branch manager from another location told me only the branch manager could release the hold.


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I paid my property tax at the local branch in December of 2016. I received a notice in June from the county that I owed a penalty of more that $300 for non-payment. I was not able to find my receipt immediately when I stopped at the branch to see what could be done. My customer experience was not what I expected. Instead of acknowledging that I must be frustrated and how can they help, the "personal banker" wanted to know how they could have accepted my payment if I wasn't a customer. Our local paper, The Westlife, had printed an article about this service offered by Key Bank and I thought I would test drive their service with this initial transaction.


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I was with First Niagara when Key Bank took over. I never had a problem with my checking account. Since the change I have had one nightmare after another. I use my app on my phone like I always had with First Niagara. It deducts money immediately and it shows me what I have to spend. Key Bank's app not only is this not accurate cause they shut it down every day for several hours to update it, then I get an overdraft fee for 1.20 which cost me 38.50. Then I end up with 2 more overdraft fees usually 4 days later resulting from that 1.20 I spent on a bag of chips out of the vending machine. I never use my cards without checking my app. It has never failed me till Key Bank took over. 


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I received a letter from a SVP of Key Bank stating that my credit line would be closed because the ownership was not maintained according to their policy. I have not changed the ownership in 10 years! After a number of calls I did receive a refund of the annual fee I paid but am still attempting to resolve the situation through Sarah ** of the Executive Client Relations department. This department does not provide direct phone numbers or email addresses. Ms. ** has promised to call by certain times and reneged twice. She did not return a call or email to a Key Bank Branch manager who attempted to reach her on my behalf. She ignored Key Bank policy of returning calls within 48 hours.


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I have never seen a banking system so terrible as this one. I have depended on my bank balance using online banking for years. This bank is 3 days behind at least on removing ATM withdrawals and paid bills. You will see withdrawals one day and not see the same withdrawals the next day. First Niagara was so much better. Now the balance on your checking account is never accurate. I have so many direct deposits but this bank is the worse experience I have ever had with a bank.


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I went to my bank ATM at Key Bank to deposit money. It took quite a while and finally said "we are unable to process your deposit." I then went into the bank to find out what the problem was. The teller tells me that there's no record of my transaction to contact customer disputes and gives me a number. I go home, call the number and am told that they have 3 weeks to go over my dispute. They gave me a dispute number to be able to call and check on the status... my complaint apparently wasn't the only one that particular day... 3 other customers prior to myself had the same thing happen to them. My question is why after the first problem didn't they shut the ATM down??? Now because of a faulty ATM I'm about to have my electricity turned off??? Seriously ridiculous that I'm not even guaranteed to get my paycheck back... I'm telling everyone I know that has Key Bank to switch banks.


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We have had personal and business accounts with Key Bank for decades. During this time, particularly over the last few years service and quality has declined rapidly. For example today I noticed several fraudulent charges on my account. In the past the bank would have caught the charges. No matter, I called the phone number given for stolen cards. I went through my whole story to be told, "OK now we transfer you to another number." I have been on hold for 30 minutes! I ask "why did I call this number if I really can only get action by calling another number?" Answer, "that is just the way it is".


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My father died recently intestate. He had accounts at several banking institutions. Every other institution I spoke to was able to tell me if his accounts were frozen, or if there had been any transactions on his account after his death. Key Bank has outright refused to give me that basic information. They refuse to be of any assistance, and each and every person I have spoken to is openly hostile because I am "fishing for information" on an account that my name isn't on. They have refused to even tell me something as simple as, "Do you have a copy of the death certificate?" type questions. I have zero interest in accessing the accounts for withdrawal, I just want to make sure that my father's accounts can't be raided without the legal heir's consent.


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My 91 year old mother was asked to close an account with absolutely no reason at all. The stress it put on her and me to change all of her direct deposits over and open a new account at another bank was utterly ridiculous. I just saw in these complaints that she was not the only person who was asked to close their account. She was a loyal customer for years with National City and she couldn't even call the manager or any familiar staff members to ask any questions because they were no longer employed at her branch. I would never recommend this bank for anything. It makes no sense... a new bank in town and they are asking people to close their accounts? 


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Paid off my credit card in full, and the day after it was at zero balance they socked me with a 68 dollar interest charge. To make matters worse, my card went missing so I cancelled it and asked that a new one be sent out, as my vacation was starting in 8 days. They failed to do this, then when asked to do it again, they had some kind of poor excuse again why it would arrive 2 days after I had left on vacation. Now I will have a credit card floating around when I am not at home to receive it. Third call, third disappointment on the poor business practices they put forth.


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When First Niagara changed to Key Bank, the problems began. An unauthorized change was made to my checking account causing over $600 in fees to accumulate in only 3 weeks! Key turned on an overdraft feature without my knowledge or authorization. $600+ in fees was the result in less than 4 weeks. I contacted the bank and they say I turned it on! No way did I turn it on, and they have no signature or other proof that I turned it on. I have been on the phone with Key for the past 3 days and I'm getting nowhere.


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To be short there were multiple instances where money was taken out of my account. I found out this before going out of town. Got the runaround, send me here and there, being promised that money will be temporarily be put back for bills purposes and that it was being noted. I come back and the card is there but no papers to fill out. I go to the bank so I can handle it face to face and he says there no notes but printed me out the transaction history for me to get a head start. It took until yesterday to get an actual claim number. The investigator call today telling me I should have done this and that and asking me why I took so long. Apparently fraud liability is only for certain cases. I feel played and disrespected. I have gotten the runaround so much and I'm so tired of them. They're like "You should have read this and that before signing" and it's like I DIDN'T SIGN ANYTHING! YOU TOOK OVER FIRST NIAGARA!


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Business owners beware. Key Bank does not offer any business loan that does not include an early payoff penalty and they do not disclose that until after they have tricked you into signing a contract. Their trick... make so many mistakes in the loan process that by the time loan docs are ready for signature, the customer is so stressed out and desperate to finally get the loan finished that they don't realize they are signing away their own profitability. Banked with them for 10 years. Personal, business, and even referred Key to my employees. About 10 accounts all together. Until a few years ago, Key was on a par with a lifetime of banking experiences. Then, a new CEO came into power and they have been in a downward spiral ever since. Predatory practices. High turnover rate. Untrained employees. Misinformation and downright lies. Employees do not know their jobs.


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Keybank claimed I had a missed payment and this was not accurate. I have made several calls to Key Bank to clear up this issue, each time ending the call very upset. Customer service is extremely slow and not helpful. Each time I explain that I have not been delinquent on my account I have to repeat the entire story to be told the call they made to me was "an attempt to collect debt". I pay the bill online and have NEVER missed or been late with a payment. I feel the number of calls I have received from Key Bank have been harassment. It took me 14 minutes (my phone timed the call) to finally receive a fax number to send proof of payment. I asked to speak to a manager and was given a supervisor more than 21 minutes into the call. When put on hold again, I finally hung up. I would not recommend this bank to anyone.


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I had a loan for a boat for over 10 years and was coming up to the last payment. To prevent them from taking out more than needed, I canceled my direct deposit and authorized them an e-check over the phone for the balance due. This is where it all went downhill FAST! First they contacted us to say we were late on our payment, so we called. They said that our e-check "didn't go through". Um huh? They didn't say that there were insufficient funds, but that it just didn't go through. So we reminded them that we had a authorization number that the Key Bank officer gave us and that we were told that it went through. "Sorry... and there is now more interest due." We objected and asked to speak to a supervisor.


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First I opened account online, that ended with a bunch of requests to verify information. So I went to the branch. At first it was quick. A new account opened and business as usual. Then instead of verifying my Social Security number through DMV or Social Security admin, they made me go do it. So I did. I got wire transfers in for cars I sold. Instantly Key Bank froze my account even withholding the 500 plus dollars already in account. The branch claimed it was a Fraud Department and refused to give a contact number. I of course found it myself online and called. They proceeded to tell me it was not them it was bank manager, the name they gave turned out to be a innocent woman at the Wilbur branch. Not the Colville branch. This manager conveniently I am told is out of town. 


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This bank bought our local First Niagara Bank. Today I got a notice that all my accounts were being closed. They refused to provide a reason, and when pressed they stated a clause in the service agreement (which I never signed BTW, you BOUGHT my business against my will) they do not need to provide a reason. Thanks for coming to our community KEY BANK! I am a local business owner with 2 business accounts at this bank. I have no loans, no mortgage, have never missed a payment on my bank credit card. They will not even give me a reason. Watch out fellow Key Bankers!


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DON'T BANK WITH KEY BANK!!! If you live anywhere in Colorado, find ANY other bank to use. Key Bank charges fees for things like cashing a check that was written to you by your spouse, who has an account with them and the identical last name. Completely unacceptable. When called on it, NO ATTEMPT WAS MADE TO TRY TO SATISFY ME. Teller, who's name was Beverly, was rude and unhelpful. They also lock their doors minutes previous to their advertised closing time. TERRIBLE BANK!!! Do yourself a favor and go somewhere else. I am telling everyone I know NOT to bank there. My wife is taking her money out and going to another bank.


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I was a loyal First Niagara customer and decided to try Keybank when they merged. Since then I've had nothing but issues. When I make purchases or pay bills they take the money out of my account and then put it back in and then take it out again, sometimes over a week later. So you think you have money but you don't. Not to mention the unbelievably slow updates of their online banking information. I used my card and of course they made a deduction that was taken out a week earlier, put back in, and taken out again. As soon as the negative balance showed online I went and deposited cash to cover it, 2 days later it shows I have an overdraft fee because during their "processing" the overdraft showed for the previous day. If the system was accurate and faster and I was aware that I was over that day I would have went and put the money in earlier.


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I took my friend of 25 years to cash in her savings bonds and to make a small withdrawal for household expenses. While I was waiting for to sign her bonds I took the withdrawal slip to the teller for my friend. As I stood there waiting for the teller to count out the money she began to drill me... She asked; was my friend my mom? I replied no, just my friend of 25 years, but that wasn't good enough, her next question was, point blank, did I have a job? That's correct, did I have a job?! First of all, it's none of her business if I have a job. The teller then made some condescending remark about how kind I was to help my friend! But it was already quite clear, this overzealous idiot of an employee thought I was going to steal some of the withdrawal money, money she advised she would personally hand over to my friend, that's correct, overzealous employee didn't trust me to walk 8 feet with the withdrawal money! 


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I almost don't know where to start when it comes to the issues with this institution. The first red flag for me was the fact that they seriously dropped the ball in regard to transferring all the login info for online banking from First Niagara when the transition was done, then have a senior level member actually lay blame on the customers, as if we never before used any form of online banking. I should have gone with my gut and closed my account then and there, but I thought "Well, that's just one issue, mistakes happen." Now, several months later I highly doubt my accounts will remain open with them for another month.


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This bank took over my former Bank - First Niagara. I have never experienced so much trouble with any business in my life. Unfortunately, I have both my business line of credit and my mortgage with this awful place so things can not be so easily changed. If there is anything to get wrong, Key Bank will manage to get it wrong. I have spent over 5 hours trying to get things accurately switched and it has needed to be repeated by several employees that promise everything and deliver nothing, Not only can I not get a phone call back, but when I am told I have to go to the branch in person (which is not convenient because their hours stink), nothing gets resolved. I am beyond frustrated and wish Key Bank would be bought out by another Bank.


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I was a First Niagara customer that came over to Key Bank with a merger and am very disappointed. I was all smiles when I found a great deal on the car I have been looking for and called Key to cash out one of my CDs for the down payment. That was 4 days ago and still no money. How is it I can move money from Barclays (International) into my checking account in one day but they can't move my money from one room to another in a week. Ridiculous. I'm glad I opened a TD account and will be moving all my money over.


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I asked my domestic partner to pay my car payment for me. He has been paying it right along ever since First Niagara sold out to Key Bank. Right along there has never been a problem. Today, he called to pay my car payment and was told that he could not pay it because he was not listed on my account. I called Key Bank and was told a third party could not pay my bill, so I requested for the bank to place a note in my account that he was allowed to pay it. I told them that it was very inconvenient for me because of my working hours. They told me no. I told them I did not care who knew my account information and if anybody wanted to pay on my account that they could. I am very upset with this. I will be switching my account over to my bank. Key Bank just lost a good customer. I pay my bills every month and on time. Key Bank needs to review their policies on this matter or they will be losing a lot more accounts. Thank you so much for nothing.


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KeyBank used to provide customers with an app that tracked expenditures and analyzed financial health. All of a sudden in the middle of last year, they notified us that they were discontinuing this perfectly good software. They told us the new program, "HelloWallet," would be "better." HW is not better. I could go on and on about its malfunctions. For now, I'll name only two:


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I had my mortgage and credit card through First Niagara, which was purchased by Key Bank. My first experience with Key was when they called me a week or so after my mortgage payment was due, asking me why I missed my payment. I have never missed a payment on anything, and my credit score in all three bureaus is over 800. I told them that I mailed my check in well in advanced to my due date (which it's ridiculous that I can't pay it online without a Key Bank bank account, which I don't want and will never have!). They proceeded to tell me that if I sent in the payment, it is likely their issue, because they lost a large number of payments from former First Niagara customers, and that the transition was causing some issues. It would have been nice if they lead with that, instead of harassing me that I didn't make a payment. I mean, come on, look at my history and see that I have never missed a payment before accusing me of missing it.


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This past week has been hell on earth for me with this bank. Let me start by saying I was a customer of this bank for many years dating back to New Haven Savings Bank with NO ISSUES at all through any bank take over since then until now. In the past my available balance was just that, available. I have been charged with overdraft fees all week that have been corrected by someone at a local branch but even though I haven't used the account I am accruing more fees each night because that is when "processing" is done and it takes a day or two for that. 


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Opened an account with Key Bank and was never told about the "new account hold". I went to deposit for the first time when I got paid. They told me about the new account hold and that if I deposited any checks for the first 14 days they would be held for a period of 9 days. Went back two weeks later, was told that the new account hold is 30 days. Went back after 30 days, was told it was 60 days. Went back after 60 days and for the first time heard about their "case by case policy" in which they will start holding my checks for up to 5 days to make sure my employer actually has those funds. 


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Was given the run around from Key Bank customer service regarding an account that I closed nearly 2 years ago prior to the merger. Apparently the account was not closed and has somehow racked up nearly $800 in charge fees over the past few months. Despite zero activity on the account since the merger Key Bank was unwilling to reverse the charges claiming that I needed to remember the branch I visited 2 years ago when I closed the account so that a paper record could be tracked down. This combined with their practices of prioritizing credits over deposits to charge overdraft fees is 100% illegal and I will be moving forward to pursue legal action. Bank of America just got in trouble for these corrupt banking practices last year - Key Bank you are next.


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I used to have a neutral if not decent opinion of Key Bank but in the past year, I have come to hate them. Despite my credit rating going up to 746, they have raised the interest on my equity loans twice in 4 months!! My highest interest rate credit card was through them so I paid it off recently and closed the account. I wonder if they are trying to make up the difference by overcharging my existing accounts? Over the years they have added fee after fee and any correspondence with them has been either hostile or completely uninterested. I am in HR and our employees come to me often for banking recommendations/advice. Key is one bank I am telling them to avoid. To Key: you will lose business when you treat a 20 year customer this badly. There are plenty of other choice out there.


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I opened an account in January of 2017. It took them 2 months to send a debit card. Because I was switching banks I had to receive a paper check from my job and then switch to direct deposit. I deposited my check yesterday. Tried to use my card today and for some reason it was declined. I call the branch and they said my payroll check was fraudulent. I knew it was too good to be true, because I work for a corporate company. I spoke with my payroll department and from their end everything was fine, and cleared. So Key Bank made another excuse on why they were not releasing my funds. I went up to the branch they called the police on me. So now my job is overnighting a new check. And avoiding the one Key Bank has. Stay away from this company. They are a scam and will do anything to steal your money. Horrible service. Never again.


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Key Bank phone service does not hold a candle to First Niagara. First Niagara phone reps were local folks based in the USA who had the ability to solve problems. Key Bank uses offshore reps who are unfailingly polite but are very limited in what they can do to help. During transition I followed instructions but still was forced to change my user name because the previous one was voided out. Few months later I called to obtain details on how to set up account beneficiaries (payment upon death) and could not get any info about whether or not I can establish primary and contingent, and if the percentage distributions can be unequal.


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I am not at all pleased with the customer service at Key Bank. I went today at 9:05 am and had to wait because the teller had not gotten her money drawer or signed into her computer when I arrived at her window. I thought they opened at 9 am??? Had to go to the only other teller open after waiting for another customer to finish. After making my request, the teller handed me the deposit slip WITHOUT A WORD - of thanks or even acknowledgement - NOT THE FIRST TIME THIS HAS HAPPENED. One more time and I am taking my account elsewhere. I did NOT ask to be a customer of this bank, First Niagara was bought out recently by this bank. Don't have good customer service - I don't care, but don't be surprised when customers bolt. You are not providing any special service that any other bank could not provide, so will look for a professional, courteous teller at another bank soon.


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My story is the absolute same as every story on here. I've been with Key Bank for 2 changed names since 2008. I have NEVER had so many near strokes than I have in the past however months with this nightmare. I do almost all my banking, bill paying, and such online. I have had so much trouble reading my online statements on who was paid, who's due to get paid, and TRUE available balance. I regrettably overdrew my account and as fast as I could took care of it. Today I left my lawyer's office with an $11,000 check. I knew I wouldn't be able to use all right away but I knew I could at least pay my bills. 


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After Key bank took over First Niagara Bank I encountered a huge problem. Apparently they take all ATM withdrawals before a deposit on the same day. Because they did this it cause my account to go negative each time. In the matter of a 2 week period they had taken more than 700.00 in fees from me. No one in the bank would do a thing for me. I had been a First Niagara customer for more than 20 years and was even employed there. I had no choice but to close my accounts and they couldn't even get that right.


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I'm a former First Niagara customer, and I didn't think that the merger would have been so bad, so I just kept my account knowing it would become a Key Bank account. That was the worst thing I could have done for myself. The very first day of the merger, I was on hold multiple times dealing with online banking not working, even exceeding 3 hours on hold at one point. Key Bank was supposed to give First Niagara customers $100 because of this sloppy merger, but they apparently decided who would get that $100 and I was not one of those customers.


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I opened an account in Jan and got my debit card less than a week later. All was fine, I was happy, thought they were good. Feb 21, I paid my car insurance and I checked my account to make sure I didn't charge it twice (I do this every time I use my card on big purchases). I then see numerous purchases! Almost over $1,000!!! I was so livid! 


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I called to find out the status of my unemployment card since it's been loaded with over a thousand dollars for two weeks. The very incompetent lady tells me it was mailed out on the 21st that she can cancel it and expedite a new one for 15 dollars. I told her no because obviously the one they mailed would come first. Well she says "oh I'm so sorry. I already cancelled it." Of course I get the cancelled card in the mail today and lo and behold they tell me there's nothing they can do about it. "Sorry you have to wait for a new one." Come to find out they didn't even mail it till today. This is absolutely a joke. I will never deal with these idiots again nor recommend them to anyone because the retard tried making a 15 dollar sale. I'm screwed and can't access my own money. What a joke.


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Worst bank to do business with. For some reason First Niagara Bank switch my car loan to Key bank, so now it takes 3-4 business days for them to post your payment, but it takes them a couple of seconds to charge from your main bank account. So what is the point of creating an account with them... Makes no sense.


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What is with this department? Every time I call in to ask a simple question, like what is my current balance, then, this department will cancel my debit card, report it stolen, or put it on restriction. Mind you, none of these words are in the conversation, but the customer rep will type up such info making my debit card "invalid" until I get a new one in the mail. This HAS happened to me twice now. Yes, twice!!!


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Work for the company for over 20+ years. Last 10 years have not received a raise. Company says I make too much as a teller, just an excuse. Are you serious? If you look what teller makes at Key Bank it's probably one of the lowest, just above poverty. I know they're trying to force out the older workforce, this is just one of the ways they are trying to discriminate. They constantly open up an authorized credit card accounts on customer's accounts without them knowing about it just to make your quota. Key Bank management in Utah does nothing about it, they allow it. Worst place to work and bank for I do not recommend even to my worst enemy.


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I used their ATM connected directly to the side of their building. I attempted to withdraw $100 from my account. The machine made clicking noises as if it were malfunctioning and then I was notified it was "unable to process the transaction." My card was ejected and my receipt printed off stating a balance $100 lower than before... yet no cash.


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The ATM machine broke down after the money was deposited. Key bank is giving me the runs, I need my money. And this the receipt I got from the ATM after it, I am out of $1100, management is disrespectful and useless. Not willing to help with this issue. Very, very bad customer service.


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I came to Key Bank when Brenda ** was the manager there. Brenda bent over backwards helping me set up a new business. She truly cared and it showed. She would actually call me to make sure an issue was resolved. She was a total delight to work with. Myron was a wonderful as well. After that, the whole atmosphere of the bank changed. Joanne (teller) refused to help me in any way. I had two issues I needed help with and both times she handed me an 800 number and told me to handle it through them. After spending much time attempting to rectify the issues myself, I complained to corporate about her total lack of customer service, she must have been notified because she has made me pay ever since.


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I was mistreated by the Latham Branch office manager, Susan **. I am a Key Bank silver money market member and have a good credit standing. However, on February 3, 2017 9:30 AM, I was treated by Ms. ** like a potential criminal with poor credit when I tried to deposit three checks from Charles Schwab and asked to cash out one of the checks. She told me I could not get any cash as she does not know me and would not trust Charles Schwab's check either. Even though I urged her to review my bank records to show my credibility, she refused to listen to me. I was humiliated by her abrasive tone of voice and a lack of interest in what I have to say as a customer. She did not take any time to listen to me but showed an arrogant attitude towards me. I am shocked by her attitude and behavior.


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I was a First Niagara customer. Never had any problems. Boy that didn't last long after KeyBank took over. I always check my account online. They have a habit of not deducting your debits from your balance which in my opinion causes confusion. They all took two hundred dollars from my account and the only explanation I got was the online system wasn't accurate. WTF!!! If your online system isn't accurate what's the darn purpose of having it. They bounced my account because my statement was returned in the mail because they sent it to the wrong address. Ten dollars fee plus thirty nine for bounce fee. I'd like to BOUNCE them!!! Don't walk. Run from this bank.


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I walked in and waiting for two tellers to stare at me and do nothing. Then the third continued on the phone, and I remained waiting a full four minutes. Then she stared until I walked up to the window, and greeted me. I told her I wished to cash two checks and set them on the counter. She asked me to repeat myself, and I did so and endorsed the checks. Then she asked if I had an account, and that I would have to pay a charge, and noticed it was a company account. She looked at the amount and gave me a rude look. Then she cashed my volunteer stipends, and counted out my money with a look of contempt and counted out the money in a sloppy pile, cash front and back and facing different directions on the counter. I could not reach all of my money. I had to neatly stack what I could, turn the bills all facing the same direction. I had to ask her to hand me the money. What kind of service was THAT?! I will find another bank!


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Yesterday, a Keybank account rep called me about two online gaming charges on my account. I didn't know they happened until I checked my online account. I never made those transactions. They said they cancelled my card and I will receive a credit but when I called the day after to inquire about the credit I was told I have to wait 21 days to receive it. I don't have much money and waiting 21 days is out of the question. I have had accounts at other banks and if you dispute charges you don't have to wait 21 days. As soon as I can, I will be closing my account. Keybank sucks!!!


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Bonus for signup not honored and nothing but trouble. In short form, I signed up with Key early December 2016 at a previous First Niagara branch in my town: local folks, should be easy enough. Wrong: the 200.00 promo that I qualified for is being denied at this time. Key stated that they did not have a Promo Code. My bank associate had been prepared for any such problems and I was willing to afford Key the benefit of the doubt for a new system with normal glitches. I kept the Promo Code and we resubmitted. Having now read the numerous complaints about Key, still not getting satisfaction regarding the promo and also getting blunt responses and lack of follow up to my emails to I am increasingly regretful for my decision to open an account. I write to inform others of my experience.


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They BANK on that fact that most people do not read the fine print in their policy agreements and then go crazy on your bank account. They have so many hidden charges that it should be a crime. Their banking app NEVER reflects what you spend and what's in you account. They're telling me I had one thing in my account when I didn't and she tried to keep going but luckily I took a snapshot of my balances. And then she had no reason as to why it was happening. Almost every other bank does not charge like that. I really think they are abusing people with charges.


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My account was transferred from First Niagara AND IT IS A NIGHTMARE! 300$ in rogue fees (changed setting of overdraft w/o my knowledge), HORRIBLE service, sullen employees (formerly of First Niagara), 2 and 1.5 hours wait time on hold, nothing gets resolved EVEN WHEN YOU VISIT THE BANK - THEY GET ON A PHONE AND YOU SIT THERE WAITING (1 hour!!! 2X!!! and I gave up and walked out). On top of it, THEY DID NOT LET ME CLOSE MY ACCOUNT!!! THIS BANK SUCKS. Now they added extra FEES AT KEYBANK CASH MACHINES!!! I sincerely hope they get investigated. I'm closing my account TODAY, AND IF THEY WON'T LET ME, I'M COMING INTO THE BRANCH WITH BACKUP - lawyer, private investigator, or whatever.


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Key Bank messed up my car payment. They took it out fine in October... Double billed me in November and charged a late fee in January and don't why. They have sent me 3 25$ gift cards for the inconvenience! My car got totaled and Key Bank is give me and my insurance company the run around. They are a very unorganized bank and would not recommend this bank to anyone...


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Being a military family, when we move, we open an account with a local bank once we get settled, and then keep our main bank which is primarily an online bank. We've never had any issues. Key Bank employees performed so poorly, that we cancelled our account before it was even completely open. We deposited an initial opening deposit of just $50, and here we are three months later, and it still has not been refunded. There's not a single person with this financial institution who seems to be concerned. I mean yes, it's just $50, but it's our money, not theirs. If they will so openly, and literally, steal $50, nothing would surprise me about this bank.


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I have been a customer with Key for many years but the last 6 months has showed me that they are getting too big and do not care about the small accounts. It is all about big business. First time user of credit union and loving it. I have 13 accounts at Key and have moved 8 to the credit union and the rest of them will follow as soon as their dates mature.


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I had first Niagara, they were bought by KeyBank - nothing has been okay since. Wait times are insane, I can't see details of my mortgage online, they transfer and transfer you and never answer your question - have spent hours on the phone - nothing is resolved. Email customer service over and over and get inane, unhelpful responses back. Took them two weeks to post my mortgage payment FROM KEYBANK CHECKING ACCOUNT TO KEYBANK MORTGAGE AND THEY CHARGED ME A LATE FEE! I could go on and on and on. I am going with another bank - it has been hell and has cost me a fortune. I loathe this bank. Avoid at all costs.


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The only reason I got Key Bank was because I moved to Denver, CO from Buffalo, NY. It is basically the only bank that is in both cities. They charge $5 for using any ATM that isn't theirs... Whatever I don't use a lot of random ATMs anyways. So I go home for Christmas and I come to find out they charge for using their OWN ATMs $5!!! INSANE all because it is in a different state... DO NOT USE THEM EVER.


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This bank has been one big pain! They are holding a check that I deposited last week until next week due to the fact that I "overdrew" my account a few times - something I wouldn't done except for the fact that they took money out of my account for overdraft fees which shouldn't have been taken out which made my balance a lot lower. This bank should be shut down and by reading other reviews here, I'm not the only one. I can wait to get my money out of this bank, I never had these problems with First Niagara.


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I'm about to say the same thing many others have, about how I loved First Niagara, but when they switched to Key Bank they went south quickly. From sneaking little fees in for using out of network ATM's to get your account balance, to the $3.00 today for an "imaged items with statement charge", though I don't get printed statements. I suspect this is because I viewed a cashed check online. Are they just trying to drive business away? It's worked for me. I will find another bank on Monday. Good Lord.


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I deposited a out of state check as usual for 20 months in a row without problem. On the 19th month my benefactor wrote a check from a closed account. The next day when the check cleared and I paid my bills online as usual. Three days later I got a call from a Key Bank employee. The check bounced and I was in the hole. When I got there two business day later to deposit a new check from the same source, they told me the account was closed. I waited twenty minutes for the teller to make phone calls. The account was closed, because of FRAUD she told me. Never been in prison or jail. Never bounced a check. NEVER committed FRAUD in my life. I asked if this would go on my credit record in the open portion of the bank where many customers were waiting. She was dismissive while saying NO. I felt like I should apologize for being poor as dirt.


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Never in my life have I seen a more incompetent bank! Since Key Bank took over First Niagara I've had nothing but problems!! I've been reading MANY other comments on here regarding similar issues. My mortgage payments getting paid late, one was even labeled as being paid to Comcast. Other checks getting posted to wrong accounts, etc. Frontline customer service reps sound like they have no idea what they're doing and no business being in banking. One rep was trying to tell me that he couldn't fill out a dispute form because he couldn't find Pennsylvania on his computer. He then proceeded to go down the list of states he saw as if I should pick one that sounded like Pennsylvania. Are you kidding me?! Now they've lost a loan payment I made to another bank! It's only been a few months. I didn't have any problems in all of the four takeovers I've been through in the last 17 years! Citadel, here I come!


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I had posted payments to go through my account and had sufficient funds. Well I also had written a check and there wasn't enough to cover it (that's why I have overdraft). Well I was told by the Mill Creek branch that if I wasn't there by noon today the check would go as nsf (so what's the point of overdraft?). Anyway she said that if it went nsf my account would go back to positive balance, but yet these CROOKS are going to charge me 5 overdraft fees. Well guess what? You can kiss my ** And ** Off. I'm done with this crap ** bank. They denied a payment of 50.00 when I had over 1000.00 in my account. The customer service guy said "Huh? I don't know why But SORRY we won't reverse the 37.00 fee..." SO today I'm going to close the worst Account I have ever decided to open.


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My bank was First Niagara and it was a great bank. Then it was bought by KeyBank. They never have me any mail about their fees nor did they have me sign any type of policy agreement seeing how they were completely new to me. This past Friday I had $28 in my savings account (thank God I usually just withdraw my paychecks the same day!) and KeyBank decided to help themselves to the funds in my account leaving me with a dollar something left. They are incredibly sneaky and I feel as if they robbed me. It is very unfair that they are charging their customers for atm fees when we already lost atm fees at whatever atm we go to out of our convenience. This bank is just truly awful.


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I was originally a FN customer and never had issues UNTIL... KeyBank came along. All of a sudden my account has overdraft issues and if I dont know how to balance my own accounts. Their customer service is far beyond below average. Their reps sound like they dont care at all about doing their jobs and was just told that they have no corporate office which I find very to believe. When the ripple effect of their non-customer friendly issues settle, I will definitely be looking into banking elsewhere. And I do hope that these comments are taken seriously because KeyBank just needs to go out of business.


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I was a HSBC customer, and then First Niagara customer. They were always fair and the staff was great. Then they switched to Key Bank, and it all went downhill. They say you transfer money account to account is immediate, it isn't. Your deposit, even from an employer, isn't available right away. They charge you fees for EVERYTHING. If you ask me, they are thieves. They say it's their policy. I've had more bogus fees saying our money was just pending, even when it was in our available balance. They are money-hungry, crooked jerks. Do yourself a favor and go somewhere else!


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An absolute nightmare! The worst online banking experiences ever. When First Niagara was bought out by Key bank I thought it was great. Much closer to home. I soon found out the constant online banking problems. The app is a complete waste of time, nothing nice to report. Constant problems logging on and payments not sent on time with a simple electronic transfer. The bank has made mistakes and fined me with outrageous fees, I was able to have them reversed but not until I had contacted them a dozen times over a one week span. Completely unorganized, unorthodox, frustrating, annoying, and my banking will change as soon as I decide a better alternative. Run!!!


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We paid off our car loan in full in October. We received a letter stating that the loan had been paid. But now in January have not received a title. We have called several times and received a run around. We will be seeking legal counsel.


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I reported to the KeyBank branch manager that a check from my customer had not been deposited into my business account after 1 week. I was told that the check was lost. The branch manger said it is not KeyBank's fault and my company would be responsible for any stop check fees and loss of revenue. Summary: If KeyBank misplaces a night drop deposit it is your own darn fault for trusting in their incompetence. This was strike three for them and I just booted them to the curb.


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I had my account broken into with an extremely secure password, 32 randomized characters including uppercase, lowercase, numbers, and symbols. After money was stolen the first time, the company not only had to be threatened with legal action in order for them to give me my money back, but they refused to disclose the individual who was engaging in the theft, and refused to do anything to prevent that individual from stealing further money from me. The thousand dollars I had in my account was stolen a total of 4 times in a row before I finally marched into the office and closed my account. To this day, they still haven't informed Zelle that my accounts were closed either, so I can't use that app either, and it's all UnionBank's fault. I would recommend people go with Wells Fargo or BofA before UnionBank at this point, and I believe that both of those banks are worse than stuffing cash under a mattress.


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This is the worst bank to have any checks deposited to. They have placed my checks on hold almost every single time I make a deposit. The crazy part is that the checks are always issued from the same bank for the same amount and they refuse to even release partial funds. They have offered for me to go someplace else to get my money if I really need it. RIDICULOUS! If this is the way they treat someone whom has been banking with them for over 10 years I will no longer do any business with them.


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This bank treats its customers like criminals. They always question when I deposit large sums of money. I have a great job at the same company for over 2 years. Why are my deposits still side-eyed?! They also hold your money much longer than other banks! They state money will post the next business day, but they decide when to post it, at their convenience --- after my account has been overdraft due to critical time-sensitive payments. This place is trash and honestly suggest you stay away at all costs.


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**STAY AWAY FROM UNION BANK!!** This is truly the worst bank ever. The people in the branch are very nice but the customer service over the phone is unacceptable. Their system is super slow. Nothing processes in a timely manner. If you have an issue and contact customer service you will not be helped. They will bounce you around and will not solve your problem after wasting hours of your time. Rocheen is the worst supervisor in customer service period.


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Conservative & Careful, they aren’t really oriented to the everyday person. They’ve used too many of my transactions as “float”, interest free loans, rates are bad, closed Mondays now. 25 years are over.


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The customer service at Union Bank who answered my call, are crazy angry people, have no experience at all, they need to be trained for the job and they have to be trained on how to deal with the customers, they sound like they are a runaway from a mental institution, or they did not take their nerves pills today. They got angry at me because I do remember the exact date I opened my account which was about 15 years ago, and they want me to remember the date of my last deposit which is more than 5 years ago. I am over 60y. I cannot remember the exact date. My answered for the 1st question was more than 10 years and my answer for the 2nd question was more than 5 years. They got so angry, I felt they want to choke me if they could. They cannot let me ask any question about my account even I answered CORRECTLY my SS#, my D.O.B. my account number and the branch where I opened my account.


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This is more than likely the worst banking experience I have ever had. My account was placed on “freeze” because of potential fraudulent activity being done to my account. I call the department and I am immediately treated like some criminal. They did not act like they wanted to help me. They acted as if I was the criminal or commuting fraud on my own account. They froze the account and now I have to speak to some investigation department with ZERO access to my funds. When this is resolved I will be closing this bank indefinitely. Customer service!! Yea right, they treat people like garbage. I’ll be going back to Wells Fargo


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My wife and I had credit cards, checking and saving accounts with Union Bank for years. After my wife passed away in 2018 the bank's services got worse. The branch and telephone service (800) didn't communicate and all with each other and they made a couple of large errors. So, I decided to cancel all accounts and credit cards. I confirmed with the branch and telephone representatives that nothing was owed either way and everything was closed. Months later I found out my wife still had an open account with 13 dollars in it and my credit card was still open and had a delinquent $39.00 charge on it, plus penalties. When I asked to talk to manager I was always disconnected. I tried to pay but the bank wanted twice as much in late fees. I finally just gave up. Let them ding my credit. Lesson learned. Please don't use this bank. They are terrible and blame you for their incompetence.


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I have banked with Union Bank for over 20 years. Not anymore! My checking account was compromised. They wired a great sum of money to a person across the country without checking with me first. I have never wired money before. When I realized this was happening I tried to get ahold of the fraud department and was put on hold for at least 45 min. When I finally reached a representative they were rude and could not of helped any less. Meanwhile the money was wired and immediately taken from my account. If you want a bank that only deals with fraud from 9-5 Union Bank is highly recommended.  I was told they would deal with this matter promptly. I never heard from them again. I had to continually call and email. 


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A long-time user of both Union Bank and Mitsubishi, and as a resident of Japan, I wish to move my Union Bank funds into my Mitsubishi Japan account (MUFJ). The MUFJ logo would suggest that, at the very least, Union Bank and Mitsubishi are attached at the hip. Nonetheless, Union Bank and/or MUFJ is not allowing me to move Union Bank funds (at any yen rate) into my Japan-based Mitsubishi account. I have spoken with several individuals on the UB side, and I have heard everything from "use a credit card to transfer funds", to "If you have any questions, please call us at...." I've called and called. It isn't my responsibility to see that those funds are transferred to my selected account. Nonetheless, I have been advised to fill out and submit this form or that, and have done so, but nothing has changed. I can't transfer the UB funds into my Mitsubish account.


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Union Bank offered the best fixed rate of the 5 banks I had spoken to with reasonable closing costs but a lower than 3 star rating. What I found was a Processor working from home who was grossly unqualified and totally preoccupied with home issues that directly affected his ability to properly, accurately and timely process our Refi. His supporting Staff, BC Law Firm and Landel Title companies never seemed to have the information they needed and fell far short of providing accurate support. 


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Recently opened up a checking account with Union Bank. Tried online banking first week I opened my account and it was smooth. A month later I try to log in and requested a code be sent to my phone- IT TOOK THEM 5 MINUTED TO TEXT THE CODE AND MY ACCOUNT WAS LOCKED! It is the weekend, have to pay a bill asap, no customer service, no phone or online info on how to unlock, unable to contact anyone online CAUSE I CAN'T LOG ON TO MY ACCOUNT! Really? Spend some money on being tech-centric. What a joke, no service, no online tutorials. Big F for FAILURE.


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Just got off of the phone with the fraud department at Union Bank due to multiple charges that were made on the other side of the country. $2000 plus of charges that was made to be exact. Initially the representative in fraud that contacted me was polite and indicated that they noticed purchases that are out of the norm for me. I reviewed these and definitely was not in NY taking Uber, requiring Uber delivery eats, or dining in multiple restaurants. What alerted them was the fact that I made purchases at the same time from my location across the country. Fast forward and multiple rude fraud representatives.


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I used to bank with Union Bank of California. They are the worst bank to do business with. They sequence checks to get more overdraft fees from the account holders. We are responsible for our accounts but Union Bank was sued for this practice. They have a culture of rude and unhelpful employees at every location I have entered. I left Union Bank for US Bank and have been much happier since. Basically Union Bank of California sucks!


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Whatever business you do with this bank, I highly suggest you don’t get a mortgage loan unless you want to close late which was what happened to me. I also had to buy my rate after assuring I wasn’t. My calls/e mails are ignored with zero transparency.


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We have banked with Union Bank of California since Great American Savings went bankrupt in 1991. So we were reluctant to consider leaving; however, the recent experience with their third-rate, disinterested customer service gave us the impetus. This is a long, tedious and frustrating tale. We had been doing a recurring mortgage payment through our Online Banking at UBOC. About 8 months ago, I had to make a one-time change to the recurring payment. The following month I readjusted the payment to what it should have been. I didn't notice that the system didn't register it; as a result, our mortgage payment was almost late. I happened to notice on the last day and called Customer Service. They seemed confounded and, after several phone calls and in-person meetings, offered no help.


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It is my considered opinion, that UB is fraudulent-they bought other banks, and thus their loans, HELOCS, etc. But when a mortgage(s) are paid the original documents if demanded must be surrendered-but alas UB is SO disorganized they could not produce these documents-thus the fraud-they used the telephone to defraud us out of our home-a very expensive home. Our attorneys will pursue MUFG instead of UB as they are the parent-they owe me a new home-and time will tell-but legally no footing at all for them-they cannot prevail-if anyone else had an assumed HELOC with UB do contact me-a matter of "Class" with extenuating circumstances is being considered by our contingent attorney.


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I have been banking with Union Bank for well over twenty years and have unfortunately run into a problem with your on-line banking department. I have called four times to set up on-line banking with Quicken and have spent a cumulative amount of time equating to two hours on hold. I have completed the on-line registration form twice, (the second time with a representative assisting) to ensure it was indeed submitted. I have been told I would receive a call back the last two occasions and sadly no one has called. I left basically this very message on their Facebook page and was told I would receive a call back from manager of the on-line banking department. To my dismay, I never received a call back from them as well. I'm at a loss as to why I was treated that way given my loyalty and longevity with banking with them. *Sad.


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People should be aware Union Bank uses deceptive bait and switch methods in their mortgage business practices combined with uncompetitive rates and poor service. A very large misrepresentation of over $8,000 was revealed to us after they took a $550 fee. Due to lower mortgage rates, we initiated a refinance process with our bank of over 35 years. We were told due to our large deposit relationship with Union Bank, we would have a special lender credit covering all loan-related costs with almost $2,000 in addition to apply to pre-pays or lower the loan amount – our choice. Because of this attractive promise our son and daughter in law also started a refinance process with Union Bank. We were both promised this would be confirmed with a formal quote to us right away from day 1. Nothing came.


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BEWARE: 20 year customer for my personal accounts, husband's small business accounts and my company's business accounts - we received a letter cancelling all 3 sets of accounts and absolutely refused to offer an explanation. I am a check signer on my company's account, with no common ownership and all of the accounts were cancelled on the same day - decision final, no explanation. All accounts are and have been in good standing. HORRIBLE CUSTOMER SERVICE. Local branch has no information and is not able to help. A consultant told our company it most likely related to one foreign wire to pay for parts we have been ordering for years - but the bank did not give us a chance to explain, discuss and is penalizing me personally along with my husband's small business.


