Update: my amazing staff that actually reached out and took my concern seriously my issue has been resolved. I have the money back in my account and even a credit for the inconvenience. I’m not changing the rating because I still have issues with the branch. Five stars once again for the amazing staff. Zackery from the escalation dept. bailey and Alissa from customer service. The three need to be highly awarded for their true hard work and care. Awful beyond awful. Deposited cash in the atm in beginning of December. System froze and did not credit the money to my account. Went into the branch following day and the staff never filed dispute properly. Call after call and lie after lie at the branch and customer service. Finally received provisionally credit and now a month later they take it back with no explanation. Once again trying to get someone on the phone to actually care and help is a nightmare. Do not recommend this bank. Will be leaving. Simple terrible. Needs to be a zero.

Deposited cash into the atm, and after it took my cash it froze and said it cannot accept this transaction, go into the branch and they referred me to the fraud hotline, this isn’t fraud, the ATM took my money, this is the second time in 3 months this has happened. I am sick of this bank and I would not recommend it to anyone who wants a decent bank EDIT: after speaking with the fraud line, I have to wait 10 business days for my money this is completely unacceptable, this is the second and last time, DONT USE KEYBANK