KeyBank 9th St, Lake Stevens

Starting back in December, we had a problem with getting our reward points refunded due to trip cancellation. We were not allowed to travel to the country of Austria as a result of restrictions set by the Austrian government. My husband attempted to cancel the trip through the KeyBank's reward system, but there's no functionality to do that. We called the hotel in Austria and they said they couldn't cancel our trip that it needed to be done through the platform in which we booked. There after, my husband contacted Key, and none of the customer service representatives knew how to direct his call or how to resolve the issue. Instead, they told us to cancel through the hotel, which if you recall, is what the hotel said to for us to do, to cancel through the booking platform. However, there's no way to do that. He has spent hours on the phone regarding this matter. I thought to go into the branch (Lk Stevens) to try to resolve it, and they don't know what to do either, not even the branch manager, who has escalated it to her manager. She has not followed up with me either. Instead when I spoke with her she gave me a Litany of excuses as to why she hasn't been able to address it, including a family emergency. Trust me, I am very understanding when it comes to personal matters, but I am sure she delegated responsibilities within her branch for some of her larger books of business while she was away. I, on the other hand, didn't matter. I think I would have been taken more seriously by any Key Bank personnel if they knew that I was more than just a simple customer. My husband's business is all through Key Bank, and that's much more than my small bank account. Very unfortunate that they don't see the big picture or really care about their customers, one customer at a time. Interestingly, when we needed to cancel the use of rewards points with Chase Bank as well, it was literally 90 seconds to make that happen, and we received all of our rewards points back. I have been a loyal KeyBank member for many years now, a native Clevelander trying to support local businesses of my hometown. My loyalty goes as far back as when my uncle was the VP for Society Bank, the predecessor to KeyBank. But there comes a point in time when loyalty needs to be abandoned when innovation and simple functionality can't be kept in step with the times. It's unfortunate. Therefore, I will start the process of transitioning all of my money, bill payments, and a direct deposit, over to another constituent.

To keep it short and simple after many years of doing business with key I have finally had enough of their fees and lies. My first issue is not being able to use online banking. I have spent hours on the phone going over security questions and my login is stuck in verification phase. Second the way their overdraft works is boarderline fraud and scamming people out of money. Today is the day I go to BECU and go do business with people that care about their customers as much as their profits. I just paid over $100 to Key Bank in overdraft fees without ever seeing my account overdraft and I am not the only one (search key bank Class Action Lawsuit), their response was that I should keep a total and track it that way. Haha thanks Key I choose to evolve so take that checking log, roll it up and spark it:) I can clearly see why so many people are upset

We have had an account here for over 12 years and we have always been treated with warm and courteous customer service. Dawn and her staff have always take a personal special interest with my account and offered professional advice when needed to ensure we know of all our options and that we are making the smartest decisions for our money. Thanks Dawn, we appreciate it!

I just had an experience with Key bank that was absolutely ridiculous long story short because I left my debit card with my daughter to use in case of emergency and it got stolen from her possession along with my other phone and the person charged over $600 and overdraw my account I was responsible for that overdraft. Whatever the case I was issued a refund to the closed account and Key bank could not find my money anywhere literally for 14 days I called every day sometimes twice and not one person would or could tell me where it was. I would have someone tell me they see it and I was mailed a check which was a complete lie by the way and then the next call would be I need to contact the merchant because the refund never came... until I actually went into this particular branch this is my reason for the 4 stars because a gentleman named Matt was the only person representing Key so far that actually wanted to help me he was on the phone with the merchant in no time and got to the bottom of the situation. He was very attentive and is a good representation of what customer service truly looks like so I just wanted to reach out personally and say thanks Matt! To a single mommy with 2 kiddos that also is a full time college student $326 is alot of money to lose track of. Definitely hes a keeper 😊

DO NOT BANK HERE! There are branches in Snohomish and Marysville that have bankers who care. I had to call another branch (Snohomish) who was extraordinarily helpful after being hung up on and then they never answered the phone after that. I will tell everyone I know about this experience and my wife, my in-laws, and myself will never come to such a rude branch again. So disappointed.

Will never go back here again.