1 /5 Jeffrey Wall: We had a pretty sad experience with Key. Originally, I was excited to start banking with a larger reaching bank for the area. I thought it would compliment our more local banking. Key was enthusiastic to bring us on board. They sold us on their travel friendly banking and investment advice. Its true their customer service in the branch is generally good and these staff are well trained. However, the good service all ended when I needed support from beyond the branch, when my card was fraudulently used while traveling. When we returned from Mexico, I spotted a suspicious charge. I identified it immediately and reported it. Ive had a few instances like this with a few different banks. The resolution has always been straight forward. Not with Key. Their fraud team refused to resolve the dispute. They accused me of providing contradicting information. They sandbagged communication. They promised review and escalation which never materialized. Branch employees turned out to be helpless in the matter. Its been months and Ive figured out why I really just dont recommend Key for others: theres no real security. They contract with bottom of the barrel card service packages. Their fraud investigation contractor is similarly low quality. Their goal appears to be not to protect clients but to exploit them. In summary, Key is hollow service. No more reach than solid local banks and less security, if any. For those who want more reach and international support, better to travel to Buffalo or Albany to bank with TD or some other chain bank.
