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KeyBank cites progress with online banking enrollment

KeyBank said Monday that it had enrolled 57 percent of former First Niagara customers who use online banking.

The other 43 percent are customers who had yet to try to enroll, according to Key. The bank one week ago converted 1 million First Niagara customers' accounts to its own systems.

Key said 61 percent of calls into its call center were answered in 30 seconds or less. But some customers still cite problems with long waits getting their calls answered, and Key in online messages on Monday afternoon told some frustrated customers that the bank was “experiencing very high call volume.”

When the transition took effect last week, some First Niagara customers couldn't get into their online accounts. Key attributed that digital roadblock to security questions that proved difficult for customers to answer correctly. And when they were locked out of their accounts, they flooded the customer contact center with calls. Key responded by training more of its call center personnel to handle online banking issues.

By the end of last week, Key was apologizing for the hassles and deposited $100 into the accounts of more than 10,000 customers who were locked out of their accounts.

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