These have to be hands-down the nicest, and most accommodating banking staff I've ever met…read more Everyone from the branch manager to the teller was super nice and very accommodating considering my mother's circumstances. My mother, in a nearby nursing home, was unable to get out of the car, per restrictions from her physical therapist. The branch manager, Nancy, explained in the phone what documents were necessary, and what exactly needed my and my mother's signature. She explained the process and how long it would take, and though she had a meeting scheduled the next morning when I was going to bring my mother, she personally alerted her staff, so everyone knew the situation and what needed to be done. When I walked in, I was greeted by one of the tellers who immediately said oh you must be Eileen. She had the paperwork from Nancy all ready to go, showed me where the documents needed signatures, and walked out to the car with me to meet my mother. She patiently explained everything in detail to my mother and made sure that my mother understood everything and the process. The branch manager was just getting out of her car and hustled over to introduce herself to us. She walked the paperwork, the teller and me directly back to her office to process it herself. I can't praise the staff enough for being so kind, patient, accommodating and thoroughly professional. This is a large, open, bright and Erie Bank. There's computer screen at the reception desk and you use the touchscreen to enter in your name and then have a seat to the left or to the right or you can sit in upholstered chairs and watch TV in little living room like settings. They take walk-ins as well as appointments and they have a financial advisor on staff for investments. I intend to rejoin this Credit Union as a member.

Don't trust your money to this bank. Typically one would place money in a savings account and…read moreassume it's earning interest. In the case of Keybank they added an excessive fee to my existing account, and raided my savings account. If you place $500 in a savings account, how does losing $25 of that a year sound? How does accruing interest over several years sound, and then having Key Bank swoop in and take it all back by adding a fee to your account? It probably doesn't make sense to give them your money. The story is, I have a savings account from 10 years ago, opened through HSBC at the time by my mother as a savings account for me. The branch was later purchased by First Niagara. I have a statement showing the account continued to earn interest. Eventually Key Bank bought the branch and took over my account. When they did, they added a $25 service fee to my account, and wiped out all of the interest that had accrued on the account. I found out today when I decided to close out this old account, found it was now with Key Bank, and the balance had dropped from my last statement. The bank isn't willing to waive the fees. What is the bank's defense? I failed to update my address and so didn't receive an updated policy about the account. My take on that, don't trust Key Bank with your money. If you take your eyes off your savings account for a couple years, they will start taking your money. When you call and ask them to be reasonable they won't care.

do not go through key bank for a mortgage. they work when they want, loose you to s of money, take…read morethier good'ol time and pass deadlines to hurt you in the end. who the hell takes 10 months to get you a mortgage after you were all done and ready the first time around. terrible terrible terrible & lazy. want my $500 back that they do not deserve to keep after screwing us

I've been a customer for a few years now, since 5 star bought out first Niagara. I'm not giving 5…read morestars because I think some bigger national banks have a better website and online banking experience. But, both local branches here in Batavia are great. The staff is extremely helpful. I can call on the phone with a question and have my call answered and problem resolved within minutes. When my debit card was compromised, fraud alert texted me right away and I was able to go to my local branch and get a new debit card immediately, and my money refunded. We have both personal and business checking accounts and a line of credit with five star, and have been happy with it all.

If I could give this bank zero stars, I would. This bank is horrible. I would not recommend it to…read moreanyone. Their customer service has steadily declined over the years. It seems the bigger they get, the worse it gets. I just used their bill pay service for the first time and it was a terrible experience. My payment was processed and deducted from my account the day it was due, however, it was listed on my account as a day late and they charged me for a late fee. I called to have the late fee reversed, which they did, then a week later I get a letter from their collection department even though my payment had been made ON TIME. The collection lady I spoke to was the rudest, most condescending person I have ever spoken to in my life. I was so angry, I went to my local branch in Batavia and filed a complaint. I finally got a response two weeks later stating they followed the proper procedure and they did nothing wrong. No apology, no nothing. After being a customer with this bank for 16 years, I will be closing my account and going to a different bank.