KeyBank Washington Ave, North Haven

Please note...this review does not pertain to any particular branch. Customer service putrid. Called customer service number to inquire about getting a replacement for a bank card(with a balance) that was not received by mail(about 2 weeks late according to Key Banks website). I asked if the card could be sent to a different address and was told that I would have to change the address online and it might take up to 4 weeks to get the replacement. I was told that if I wanted to get the card more quickly(3 days), that I could have it expedited for $15 and that the original card would be cancelled. I agreed. Called the following day to get the tracking number for the expedited delivery and was given a UPS tracking number. I explained that my mail is forwarded to a PO Box and that UPS would not deliver to a Post Office Box. She told me that no cards could not be forwarded...whether by USPS or UPS. Wish I was told that earlier. So I asked how I might be able to get the card. She told me as a one time courtesy that they could send the card to a different address expedited for $17.50( I was told $15 and that they could not change the address the day before). I agreed. I was given explicit instructions of what information to send via e-mail to a Key Bank department that would handle the one time request, and that it would take 2 to 3 business days and another $17.50 to review the request and as long as all the required information was included, that I would receive the card expedited in 2 to 3 business days from then. I called on the third business from the day I sent the e-mail request to find out if there was any progress made in my request. I was told that the request would take 7 to 10 business days to complete and that they would send the card sometime after that. I got pretty angry because every time I called customer service they were always changing the information I had been given previously(the runaround). I asked to speak to a manager. The manager apologized PROFUSELY about 20 times to the point of being nauseating, but that there was nothing she could do. She could not call the department that handles the one time courtesy address change request or exchange information with them. Maybe the CIA handles their address change requests? So, on a debit card that was funded at the end of May, I am sitting here on June 30th typing an online complaint review with no card or knowledge of any rational prospect of receiving it.

Customer service in the loan department does not communicate with clients. They do not return your call or reply to emails. Zero customer service skills. I would not recommend it.