KeyBank University Ave, Rochester

Their ATMs are frequently not functioning properly. Because of their inability to maintain them it can be risky to make cash deposits. I just made a large cash deposit and the ATM took my money without posting it to my account. For some reason when their machines malfunction it is the customers responsibility to file a dispute (which takes a substantial amount of time). Once this happens they will not give you your money for another 3-10 business days. I have bills to pay and some of them will increase because I chose to bank here. Some of the employees are pleasant and friendly but when this happened I didnt even get an apology for the inconvenience at the branch. It seems the company and some their employees really lack accountability and are not understanding about what customers have to deal with because of their mistakes.

Card services were a pleasure to deal with! I lost my card, spoke to local rep. Dawn, she instructed me to call customer service for a replacement from her office. I spoke to Alex, who once he confirmed my personal information, immediately processed a new card replacement. Will take 1-4 business days for arrival. All went well and without issues. Thank You Key Bank!

I wrote this review three weeks ago, but I'm consolidating all of my reviews under one Google account. If I could give no stars, I would. From the moment they bought out First Niagara, they have been completely incompetent. They lost one of our loans. Our auto deposits were lost. It was a mess. The standard line was always "I don't know." I had to go to LinkedIn and get the CEO's name, call him in Ohio, and that's how we finally got it sorted out. We have banked there for years now because it was too difficult to change all the accounts and mortgages. Jet ahead to this week. We had a mess up with a deposit from another bank. It was not our fault. We did not overdraw. Although this was on one account, they flagged ALL of our accounts. We could not withdraw any money and then, they closed all of our accounts. The branch manager, at University Ave, Dominick, had one line, "It's back office. I can't do anything." We are moving local to Canandaigua National, and couldn't be happier. Run, don't walk way from this lousy institution.

I love coming into this branch. We use Key Bank for my business and the staff is always pleasant and helpful, even during these weird pandemic times. I have never seen a more personable crew. Thank you guys and keep up the good work.

It was my first time walking into a key bank branch and honestly everyone working immediately looked like they wanted to help me . :) They were all friendly and I am so thankful for the advice William gave me on how to do a “cash advance.” I didn’t even know that’s what I was looking for until he told me. Super kind guy who was professional and a pleasure to talk to. Thank you Key bank Universiry and culver branch! You made my day

No Saturday hours at any local branches is lame.

Some good employees, but by and large very unmotivated. And during this pandemic their apathy is on display. Hopefully they’re not getting any bail out money because in my opinion they don’t deserve it. Money should go to companies that care.

I had a $3300 check to cash and asked for large bill “Can I please have $100?” I was told “Sorry we only have $20s.” You’re a bank. How do you only have $20 bills?

Horrible. Got my wallet stolen and have been waiting weeks for my new debit card also have been going to this bank for 5 years and they still give me problems everytime I want to make a withdrawal in person. Worst branch ever.

Employees are nice, but card services are a nightmare to deal with. Will be actively seeking out a new branch.