Complaints
This profile includes complaints for KeyBank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 226 total complaints in the last 3 years.
- 69 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
***** ****
ey did not receive my payment when expected.
I was never contacted about this money order when they actually received it so it could get resolved. I was always told “we never received it.”
Business Response
Date: 04/10/2025
We’re following up on a recent concern you filed with the Better Business Bureau regarding the payoff for
your account. We regret the frustration this matter has caused you, and we appreciate you bringing it to
our attention.
Your satisfaction is of utmost importance to us, so we involved the appropriate personnel to assess the
situation and provide a resolution. We’ve thoroughly researched this matter and would like to share the
results of our investigation with you.
Here’s a brief recap of the details:
? 2/28/2025: You were provided a payoff quote in the amount of $450.23 good through 3/14/2025.
? 3/20/2025: A late fee in the amount of $4.34 was assessed to your account.
? 3/28/2025: We received a wire payment in the amount of $450.23. The late fee of $4.34 was
waived automatically and your account was paid in full. A paid in full letter was mailed to the
address on file.
? 3/31/2025: The lien on the vehicle was released.
For your convenience, we’ve enclosed copies of any relevant documents or correspondence related to
this concern. Please refer to the list of enclosures at the bottom of this letter.
Here’s a summary of the findings that determined our decision.
As a result of these findings, we were unable to locate a money order sent to KeyBank, by you, for
$450.23. As a result, we did not receive your March 2025 payment, and a late fee was appropriately
assessed to the account. As a gesture of goodwill, the late fee was waived on March 28, 2025. We did,
however, find room for improvement regarding the information you were provided at the time you
requested your payoff. We apologize for any inconvenience or frustration this matter may have caused.
Please be advised this has been addressed internally with the appropriate personnel.
Your account is now considered paid in full and closed. The lien for your vehicle was released on March
31, 2025, and your title was electronically sent to the Pennsylvania Department of Motor Vehicles.
We’re here for you.
Please know that we arrived at this resolution after a long and careful review of the factual events that
occurred.
If you need further assistance, I’m happy to help. Simply contact me at ************** Monday through
Friday from 8 a.m. to 6 p.m. ET. (Dial 711 for TTY/TRS.) Please be sure to have the following information
©2024 KeyCorp. KeyBank Member FDIC.
on hand when you call:
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