KeyBank in 404 East Waterloo Road

Customer Reviews about KeyBank:

• ★ ☆ ☆ ☆ ☆
  I'm so disappointed with the service I received from this branch yesterday. I am new to key and was not informed that if I deposit a check through the ATM because of my work schedule, that there would be a 10 day hold placed on it. Now after getting the run around by 4 different customer service reps and 3 branch workers, I was finally directed to the person who would be able to lift that hold. The branch manager had the discretion and choice to lift the hold but still refuses to and refuses to talk to me on the phone, I explained to the teller and customer service rep that directed my information that it was an emergency and I needed direct access to those funds and yet he still refused to even hear me out. This place labels themselves a "relationship bank" but there is no pursuance of a relationship with their customers here. At this point I am just waiting until the hold drops so I can close my account and take my business elsewhere. In response to owner (customer care) My main issue is not that the hold is placed. It is the cause of the problem but my sole reason for writing this review is based on the customer service I received alone. I work two customer service jobs and in each I am taught that even though the customer may not always be right, there is a responsibility to do what you can for your customers and make sure their needs are met. And I did not receive proper service from this location. If you are going to label yourselves as a relationship bank, please deliver your statements with actions next time and try to help your customers instead of ignoring them and their needs. My situation was an emergency but I'm glad it was not a life or death situation because if it was, someone would've died. Thank you for providing sub par service and showing that your policy is more important than the relationship pursuance you claim to have. I hope in the future you are able to officially live up to the title you so loosely give in your advertising. The second part to me writing this comment was for the branch manager who refused to hear my situation over the phone after explaining that I could not make it to discuss in person. Instead of being willing to discuss other options or provide me with reasons personally as to why he chose not to lift the hold (a power only he has) he decided to ignore my request to speak with him and only communicated through a teller and then a customer service representative. Once again, I am glad that it was not a life or death situation because it wouldn't have ended pretty. Maybe next time to prevent that you should learn to speak directly to your customers to solve issues instead of hiding behind your employees. That is all
  By Kaitie Hill, June 06, 2017

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