KeyBank Hamilton Blvd, Trexlertown, Pennsylvania

KeyBank Reviews

2.9 stars based on 6 reviews

Featured Comments:

• D

  Derik D

  5.0

  STOP IN AND SEE Jill, Jeff, Nicholas, and Christie!!!! So I came in late in an emergency due to poor planning on my part. Ended up coming in close to close and ended up being there til 5:30 due to my own unpreparedness. They were super helpful and weren't bothered at all. Said it was their job and they're there to make sure every customer is satisfied. THIS CUSTOMER IS VERY SATISFIED!! Keep up the great work and thank you all again so much for your patience and help!

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  Response from the owner

  Derik, thank you, for your vote of confidence in our Trexlertown branch for your banking needs! Use the red key. ^JL

• J

  J A

  1.0

  I wish there was a "no star" option. I never write reviews on Google, but I feel so strongly about this shady bank, and they definitely deserve this. I run a settlement office for manufactured homes. We handled a transaction in which this lender had a lien on the property being sold nearly a year ago. The seller signed a release form providing Key Bank with their forwarding address. We submitted this along with the payoff, and SPECIFIC INSTRUCTIONS that the title was to be delivered to our office for processing. Key Bank completely disregarded all of the instructions provided by me and their customer. They instead sent the title by FedEx to the home that was sold, even though they were given a new address for this customer and a specific address to which the title was to be sent. The home sat vacant for several months. KeyBank is claiming FedEx delivered the title to the vacant home. I contacted the new owner of the home. She had a contractor doing some painting at the house during the month of this FedEx delivery. He did not find any packages in or around the house. The community manager did not receive any missing packages that could have turned up in someone's yard, etc. I started communicating with Jill from the Trexlertown branch about this situation. Forget about using the customer service number - that is completely useless. (Mind you this is like deja vu- we have had previous problems obtaining title from KeyBank). I let Jill know in a series of back and forth emails that KeyBank did not follow instructions, and now it appears the title is lost. I requested that she obtain a duplicate title, which is a common procedure and costs the bank $55 and filling out a single page form. Literally it would take less than 5 minutes to fill the form out and mail to PennDOT. Instead they repeatedly send me a lien release letter and claim the customer should get the replacement title. I remind them that the customer already paid once for a title when they initiated their loan with KeyBank, and per PA vehicle law, KeyBank has an obligation to deliver that title to the customer (or to us as she directed in writing), upon payoff of the loan. Which obviously didn't happen. After maybe a dozen emails and calls back and forth, Jill finally states that her "back office" is working on getting a replacement title through PennDOT. This is already 5 months into this fiasco. I check back in with Jill at least monthly to see the status. There is blame on Corona for the delays, blah, blah, blah. Here we are 5 months later, no title, no answer from Jill about what is going on. My next call will be to my attorney. Unfortunately not the first time for that either - we had to have our attorney threaten this bank in the past in order to release title information for a previous customer. This bank used to be good when it was East Penn. We had accounts there. Trust me, send your business elsewhere! If this institution can't handle their customer's collateral properly or follow basic PA vehicle finance laws, what else are they doing in their "back office?"

• W

  Wendy R.S. O'Connor

  1.0

  We started banking here in 1996, back when it was East Penn Bank. The service was excellent. It declined a bit during the Harleysville/First Niagara years, but ever since Key Bank took over, it's been nothing but one issue after another. An attempt to refinance was so thoroughly botched, I would have pulled my accounts, except that it's so difficult to do so when you have direct deposit and automatic bill pay. In addition to failing to provide me with loan documents, a timely and accurate appraisal (what I got failed to mention three recent sales in my neighborhood within the last six months), and an attempt to increase the interest rate by one point because we declined to close on the scheduled date due to multiple communication errors by Key. When I attempted to address these with two different people at Key, staff refused to take any responsibility for their errors and essentially blamed me. Needless to say, we took our loan elsewhere. The latest is a failure by Key to timely endorse a claims check from our homeowner's insurance carrier following a water intrusion into our basement. I brought the check, which was made out to both Key and us, and asked to have it endorsed to we could begin the remediation process. I was told by Customer Service that all I had to do was walk into the bank with my claims documents and check and Key would endorse it - they did not. I was told by staff at the branch that the information had to be sent somewhere else, but that it would be a matter of hours and that I would get a phone call if there was an issue - never got one, by the way. As I write this, it has been ten days, and still no funds deposited into my account - this as mold grows in my basement. This is the last straw - service and follow through are abysmal. UPDATE 09/19: So we are refinancing so we can stop doing business with this bank. My new lender required a 30-day payoff letter from Key. We sent a request 3 weeks ago. A week ago, our new lender tells us that they were just told by Key that they can't release the letter because they can't read our authorization form. I call our branch office and ask for the payoff letter. Jeff tells me he can get it to me in 48 hours, or on Friday and that he will call to confirm that he is sending it. Friday comes and goes - no letter. No letter on Monday. No contact from Jeff. I call Tuesday morning. Jeff tells me he is still waiting for the "back office" to get the payoff letter to me, then tells me he can't talk because he is the only teller in the branch and has to take care of customers. He promises to call me back. He doesn't. I call Key Bank's customer service line and am told that it will take 5 - 10 business days to get me a 30-day payoff letter, and when I say I need it today, I am told that actually, the bank cannot provide a 30-day payoff letter because it's a variable rate HELOC. I say that Jeff at the bank told me he was getting one. She calls Jeff. She calls me back. She says they can't get me a 30-day payoff, period. Then she sends me the payoff figure as of today, which, of course, is not what I want or need. I call Jeff. I ask him why no phone call on Friday, or Monday, or today. He has no answer. I ask him why he told me he could get me a letter in 48 hours, and then didn't. He has no answer. I ask him why he said that he could obtain a 30-day payoff letter when others are telling me that's not possible. He has no answer. In case you haven't already figured it out, no one at this bank - at the local branch or main HQ - know anything. I firmly believe that this bank is either the most incompetent group of people ever assembled by a single organization or else they are engaging in deliberate fraud in order to keep my measly HELOC. Do not do business with this bank. Or, if you do, maybe have lots of psychotropic drugs on hand for when they inevitably screw up whatever you ask them to do.

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  Response from the owner

  Hi Wendy, this is not the level of service we strive to deliver, and we'd like to help. Please email [email protected] with your full name and phone number for assistance. ^PG

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