KeyBank Shaffer Pkwy, Littleton

We deeply regret opening a mortgage with KeyBank. Do not bank with them. We have been waiting more than four months for them to give us back $3,600. They have been extremely difficult to work with and are doing very little to work on returning us the money we are owed. Before our first mortgage payment, we were not told that KeyBank had set up automatic payment. We had already set one up ourselves. As a result, we were accidentally double-charged for our mortgage twice in August. It seems it would be fairly simple and straightforward to return the accidentally double payment. Not with KeyBank. It's November and there is no sign of our money. Our contacts at KeyBank have no sense of urgency in resolving this matter and take days to respond back to us. They claim they have mailed us checks but somehow they keep getting lost in the mail? It's very shady. Whenever we decide to refinance, we will NOT even consider working with KeyBank. In the meantime, I'm hoping by educating others of our terrible experience, they too will avoid KeyBank.

My banking experience with the Ken Caryl Branch of Key Bank has been the best I have ever had. Everyone that I have come into contact with have been there to help, not just do their job, but really have wanted to help. Starting my new business, struggling through the cashflow woes of the first year, has been greatly supported by their willingness to understand and assist as much as they can. Many thanks to Jean, Gerard, Kayla, Jenn and the rest of the crew there!

Hours are very inconvenient. I had difficulty finding the time to visit the branch so I could close all my accounts. I wanted to my accounts because I tried to refinance my existing mortgage with Key, and I walked away ($500 poorer) after my refinance had not closed after 6 months. (The company I ended up refinancing with was able to complete the process in 4 weeks.) I contacted a Key representative per instructions in the response below, and I eventually was contacted by someone and I did get a refund, yay! I attempted to close out my accounts regardless but was told since my checking account was opened less than 6 months ago, they would charge me a $25 early close-out fee. I was able to close my safe deposit box, however, I received a "past due" statement months after I closed the box. Getting a divorce was faster and easier.

I’ve been with Key Bank, this branch specifically for 6 years. The branch Manager Jean, doesn’t seem to follow through after any discussions I’ve had with her regarding my account. She doesn’t return phone calls. Nor responds to emails. There’s a complete lack of credibility, as they often don’t have answers, nor are they educated enough to adequately help ALL customers that walk through the door. I’d always get told “let me look into that”, and then I’d never hear from the staff again. I’m closing the 3 accounts I have with Key, all because of the incompetence that has come from Jean Nelson and her branch over the passed several years.