Thank you for your patience, please continue to hold, your call is NOT important to us

Key bank came with such glowing reviews. Cohorts in my MBA program raved about the awards for customer service. Unfortunately, my experience with this bank is far from glowing...

A merchant charged me more than one time too many, so I filed a dispute.

Hold times in excess of 15 minutes every time I call? Yes

Phone representatives who ask for your full social security number?… and before they confirm you are in the right department? Yes

Can I walk into a local branch to resolve the issue? No. They will call and wait on hold in their branch, the same as you are waiting on hold at your location.

Does the bank close the case without any contact to check the details? Yes

In a world competing for business, in an industry where service is the product, somehow this once former glorious bank has lost their way and now delivers a poor customer experience that will undoubtedly drive this customer and undoubtedly countless others elsewhere.