KeyBank Lake Rd, Brockport

I agree with most of the reviewers here. 1. In person customer service is VERY LACKING. If tellers and the reps opening new accts do not like their job - either fake liking it or get a new job. I don't want excuses, I want a better experience. 2. ALWAYS a line to the door as tellers are not properly staffed. 3. Key Bank corporate policies are 20 years behind the times. I had fraud on my KB debit card. 99% of money was removed at the time. I contacted corporate customer service. They cancelled my card. Said I would have a new one in 3-5 days. It is day 10. I called customer service again, they said it should be delivered today. I has not been. I have to wait another 2 -days in hopes that the new card comes on Monday. 13-15 days without a debit card in unacceptable. Do not bank with Key Bank, look for something else. I will be moving to new bank soon. I am fed up with the non-sense.

If i could give 0 stars, I would. A cashier made a mistake and put items on my daughters card instead of part cash and rest in card. This entire transaction was witnessed by the cashier right next to her. The girl knew she made mistake and the other cashier helped the girl back it out. Great! However, the bank has decided to refuse to correct the $78 (so far) in overdraft fees despite the fact that the store corrected the mistake immediately. The Key bank manager laughed when my daughter spoke to him about it (we were together in car, phone on speaker). They just simply DO NOT CARE. Stay away.

Told me my deposit would be available the next day. Confirmed it on online banking as well. Checked account the next day and it showed the deposit available. Went and paid a few bills. Went back to check balance and the deposit was on hold for Another week! Which is causing overdrafts. It’s a nightmare and as soon as I can I’m leaving key forever.

Horrible branch!!! I deposited money in the ATM on Friday(7/30) the ATM came up with an error after taking my money and also said we are unable to return one or more items from this transaction. It printed a receipt saying the same thing than popped up on the screen to go inside and see a branch member. I went inside and was told because I used the ATM I have to file a dispute with customer service. I called keybank customer services who file my dispute and said they don't know why the local branch couldn't help me. So now I have to wait 10 days while they investigate this dispute than I have to wait another 3-10 days if they decided to give me a provisional credit. This was my rent money I was putting in the ATM and the branch didn't even care.

My mother recently moved to Brockport, so we went to this branch, she was previously at the Gates location, which has a completely different way of treating their customers than this location. We went there to add beneficiaries on to her account, the male that took care of us was very rude and condescending. He handed us this papers to fill out and then went to another cubicle to casually talk to another co-worker, then sat down at the cubicle next to us. Now keep in mind that we had 3 papers to sign, which literally took 2 minutes. When I asked him if we had to do anything else, he said, "I will be with you in a minute", and continued to sit at his desk. That was my first sign. Unfortunately, my mother passed suddenly a month later, this was a heart wrenching time for us. I go into the bank with her death certificate, being the beneficiary on the account, and they tell me it has to go before corporate. I don't understand why, as we had just been to Chase and had no issues there, but accepted that. This was on a Friday. I call on Monday and they tell us we still have to wait. I look up NYS law and it says that as the beneficiary, as long as there is a death certificate, there should be no issue. I call KeyBank customer service, they tell me I just need a death certificate, and transfer me back to the branch, where the original male we met with, tells me that we have to wait 2 to 4 business days and that is their policy. No, sorry for your loss, no compassion, just his usual arrogance. I then go to the KeyBank in Gates, and they tell me that, all you need is to be the beneficiary and have the death certificate, They were nice enough to make 4 checks out to each of my mothers children, and expressed their sympathy. I am enclosing this long review, to warn others to be aware of this Brockport branch, apparently, they aren't even aware of their own company policies. I would hate for anyone else to have to experience what we had to experience after such a loss. I would not bank at this location for any reason!

Staff is beyond terrible. Talk about having common courtesy. This bank branch new absolutely nothing. I was told by corporate to solve my problem in bank but bank said i had to do it over phone. A complete game of denial and passing blame. Their ATM took my money after deposit locked it up no receipt and said call this number. I called number and they said to go into bank to get money. Go into bank next day and was told they cant help. Call the number. It got to a point i had to hand my phone to an employee to speak to their OWN CORPORATE. How hysterical. Eventually i got a refund but they had placed a “reported stolen card” on my account without my knowledge and rendered all use of the card and ATM deposits void. Guess what go into bank they say oh its the ATM it acts up and gets cold. Call corporate they have no idea. Had to call 5 days in a row for someone to realize i had my account frozen. Long story short im now at Chase

I called multiple times attempting to apply for a PPP Loan and each time i was told someone will contact you. and by the time someone contacted me the time has expired. Thank you for causing me to lose that money for my business

Awesome bank . Friendly cashiers. Know everyone by name

Nice people, poor hours and policies.

Staff is slow two people behind the counter five people in line waited 20 minutes walked out