Contact Keybank Executive Relations

If you have an issue with Key Bank that you’re trying to get traction on, and you’ve exhausted normal customer service routes, try calling their executive relations line:

1-800-625-3256

Press 1.

If you got a longstanding KeyBank issue, use this number now. These corporate phone numbers have a strange tendency to change not long after we post them. — BEN POPKEN

(Photo)

Comments

Edit Your Comment

  1. quantum-shaman says:

    The second a bank fucks with me I whip my money out of there so fast it makes their heads spin. Except I’m such small potatoes, I can’t say they really care. I HATE banks, passionately. They’re a dime a dozen; why put up with it? I got lucky and moved to a rinky-dink town with a rinky-dink bank, and it’s actually very nice… All the tellers are just like Aunt Bea and there’s no no red tape, no hassles, and no BS.

  2. Yeah, my problem with keybank was how they would cash checks. There was a loan shark right across the street from keybank that wrote checks drawn from funds deposited in a keybank account. The loan shark would call over to the bank and inform them that a customer would be right over to cash a check.

    Upon entering the bank and providing a picture ID and the check, keybank would refuse to cash the check without a thumbprint. This is after cashing checks there on a regular basis and recognizing some of the tellers by name and by face.

  3. Anonymous says:

    THANK YOU, Consumerist.com! At this point, I should know not to deal with the inept, untruthful, thumb-up-their-a$$ customer service reps at Key Bank’s call center (ditto for Verizon, MBNA, etc.), and instead just come to your site for executive contact info — every time I have, I’ve gotten fantastic service from people who really know what they’re doing and who really seem to care about their client relationship.

    Case in point, I ordered checks a month ago from Key Bank’s check contractor, Harland Clarke. After witing a generous amount of time for their arrival, I began calling Key Bank and Haland Clarke to try to suss out why I hadn’t received them. After 10 days of this, and countless hours on the phone, I just today learned that Harland Clarke sent them to my old address, twice removed, and Lord only knows where they are. They haven’t been forwarded, they haven’t been sent back. Fortunately, no one has fraudently written a check, but it’s given me a fair amount of stress that it might happen.

    Two Key Bank representatives, Lily and Kristen, assured me that I could stop those checks at any time without any fee, as it wasn’t my fault that I didn’t receive the checks or that Harland Clarke pulled an outdated address. In fact, Harland Clarke doesn’t apparently receive any notice when customer address changes are made through Key Bank, and even more absurdly, unlike any other online shopping site I can think of, Harland Clarke DOESN’T ask for an address — it pulls it from order history — nor does it provide an online confirmation page or e-mail confirmation with the order and address to which it is shipped. (Are customers supposed to psychically intuit that the address is correct?) Additionally, I didn’t see any notice on the site that customers needed to contact Harland Clarke if their address had changed since the last order. How foolish of me to assume that Halrand Clarke, being Key Bank’s only check contractor, accessed from a link on my online Key.com account, would have the correct address — especially when they don’t bother to provide any indication of what address is on their records. (They do show the bank routing number and account number — but inexplicably fail to show the address!)

    After spending 12 minutes reordering a new batch of 250 checks through the somewhat inept Alex at Harland Clarke, I called Key Bank to cancel the first 250 checks — the ones that have vanished into some black hole. The Key Bank representative then I spoke with, Tom, put me on hold to check with his supervisor to make sure I wouldn’t be charged for the stop check order. Lo & behold, despite what I had previously told, I was now notified that I would be charged in excess of $30 ($32, I believe) for the stop check order. I explained to Tom that this wasn’t what I had been previsouly told, twice, and after some debate, asked to speak to his supervisor.

    James, the supervisor, was a piece of work. After re-explaining the entire situation, he assured me that NOBODY at Key Bank could remove those charges, as it was againt policy, apparently because I hadn’t checked with Harland Clarke to confirm the address to which the checks would be shipped. (Again, let’s note that there was never the opportunity in the online ordering process to confirm the address.) After about 10 minutes further debate (during which he rudely interrupted me countless times), he told me he could remove half the charges. I told him that was still unacceptable, and asked to speak to his supervisor — who had conveniently left for the day.

    I ended the call with the promise that his supervisor would call me first thing in the morning. Shaking with anger, I then I had the bright idea to come to the Consumerist website and see if there was any contact info for Key Bank executives. Cindy at Executive Relations answered on the first ring, listened patiently to my situation and frustrations, and calmly said something to the effect of: “Of course you won’t be charged. It’s not your fault you never received the checks.” God bless Cindy and her flawless sense of logic.

    The lesson here is that when at first you don’t succeed, go to the Consumerist and get the executive contact info. …A long and messy dispute with Verizon last year was similarly resolved, quickly and efficiently, when (after hours on the phone trying to resolve a billing mistake) I came to this site and found the contact info for Verizon executives. A wonderful executive assistant handled everything with aplomb and even called back a few days later to make sure I was satisified and to see if she could help with anything else.