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KeyBank's apology to customers

KeyBank issued this apology to former First Niagara customers who were locked out of their accounts this week:

As a First Niagara client joining KeyBank, you were promised a smooth transition. In addition, we pledged easy access to an expanded and improved online banking experience.

Clearly we didn’t keep that promise because we know that you had a very difficult time logging into online banking and then long wait times when you called us for help. Our best effort did not result in our best foot forward. We let you down and we apologize for that.

I want to assure you that thanks to your feedback, KeyBank took immediate steps to streamline the online banking log in process. I hope the improvements have made it possible for you to log in to online banking at your convenience.

As a token of our sincere apologies and our appreciation for your patience and your feedback, please look for a $100 deposit into your account from all of us at KeyBank. The credit will be labeled "With Our Apologies and Our Gratitude."

We look forward to welcoming you to a better banking experience. We know that you have many choices when it comes to banking. We are grateful to have you as a KeyBank customer. And we look to re-earn your business – and your trust – as we move forward together.


Dennis Devine
Co-President of Key Community Bank
Consumer and Business Banking

[Related: KeyBank to reward First Niagara customers for patience]

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