KeyBank has subpar customer service reviews, but customers seem to like the mobile app.
Customer reviews
KeyBank has mixed reviews. On one hand, its BBB score indicates that bank representatives respond to most customer complaints. On the other hand, its Trustpilot review is less than 2.0, which is about the standard for brick-and-mortar banks. It scores better than Bank of America (1.4) and U.S. Bank (1.3) as of writing.
- Better Business Bureau rating: A+
- Trustpilot rating: 1.7
Customer service
Reviews indicate customer service is subpar. Frequent complaints on Trustpilot include brusque customer representatives and the bank not picking up its phones. Other complaints include fees being undisclosed until they are charged to a customer's account.
You can contact KeyBank for banking support 24/7 at phone number 1-800-539-2968. Or you can sign onto your online banking portal and Live Chat with customer representatives during the following hours:
- Monday through Friday, 7 a.m. to midnight ET
- Saturday and Sunday, 8 a.m. to 9 p.m. ET
Online and mobile banking customers can call 1-800-539-1539 for help.
Mobile app
The mobile app has strong reviews. Most reviewers are satisfied with features offered.
Features include:
- Transfer funds between bank accounts
- Pay bills
- Send money to friends and family
- Open a checking or savings account
- Deposit checks on the app
- Monitor and manage bank accounts and cards
- View KeyBank credit card rewards points
The interface is solid. You can view accounts and balances from the home screen. The bottom of the app has tabs for easy navigation to transfers, a help hub, and a place to open new accounts. You can tap an account to view your transaction history. KeyBank has responded to most recent negative customer reviews on the App Store.
You can probably get away with doing most of your banking on the KeyBank app. It helps if you're comfortable navigating on mobile and contacting customer service remotely.
- App Store rating: 4.7 out of 5 stars
- Google Play rating: 4.6 out of 5 stars
Physical locations
KeyBank has over 900 locations across the United States. There are locations in Alaska, Colorado, Connecticut, Florida, Idaho, Indiana, Maine, Massachusetts, Michigan, New York, Ohio, Oregon, Pennsylvania, Utah, Vermont, and Washington. Even with an online account, you can withdraw money at more than 40,000 KeyBank and Allpoint ATMs.