When KeyBank customer service fails

Here's How to Make the KeyBank Corporate Office Listen

A legal option that can get KeyBank to listen — and get you compensated.

It can easily feel like you are David facing Goliath when a big financial company isn’t listening.

This is particularly true when KeyBank makes a mistake that costs you money, money that earns additional fees left, right, and center–even if it wasn’t your fault. Sometimes you need to keep your account with KeyBank, so you have to pay for the mistake right away or risk additional fines or an account closure, even if it is wrong. 

Trying to talk to KeyBank customer service doesn’t normally get you anywhere because they don’t have the power to issue a refund or credit your account in the first place. Sending an email usually ends up with the automated responses. Requests to speak with someone who has the authority to fix your problem often go ignored. In the worst of cases, you finally get through to someone who tells you that they will fix the problem, but they never do.

So what options do you have when you feel like someone your bank is taking advantage of?

Use Arbitration to Settle Your Complaint with KeyBank

Doing business with KeyBank can often leave you feeling powerless and that’s a very frustrating feeling. Many companies include what is called arbitration clauses in your contract with them which means that once you open an account, even if they do something wrong or make a mistake you can’t take them to most courts. You might have limited choices in terms of the banking services available to you in your town which means you pick a company even though you know they have bad customer service standards or they often fail to respond at the headquarters level two complaints from customers.

Arbitration is a useful way for you to get a satisfactory solution to your issue against KeyBank without having to sue them. When you request arbitration, KeyBank will end up with fees and work to do. With arbitration, an independent individual, the arbitrator, is appointed to the case. They work very similarly to a judge, but without the whole jury or the courtroom. They look at the case information just the facts, and as an impartial individual they make a binding decision.

Arbitration is Fair, Just, Reasonable, and Transparent

Arbitrations handled by the American Arbitration Association® is an option that complies with the Statement of Principles of the Consumer Due Process Protocol which means:

  • The process has to be fundamentally fair for everyone involved, and that includes fair appointment of an impartial, competent, and qualified arbitrator who conducts fair hearings.
  • A reasonable standard is applied to the process which means you all get access to relevant information, a good time for the hearing, a good location, and affordable cost.
  • The transparency standard requires clear arbitration agreements which include all the necessary information and provide you and the other party with the ability to hire representation.
  • An alternative to arbitration, which takes the form of small claims court and, in some cases, mediation, has to be available.
  • The process should be just and allow the arbitrator to award you the same outcome you could get in the courtroom, an award which is a legally binding decision.

Arbitration Gives You Leverage

When you notify KeyBank that you’re going to pursue arbitration, they know immediately that they are going to be required to pay more expenses out of pocket. What’s more, they now know they might lose and they have to give you what you’re asking for on top of the additional expenses for the arbitration process. Once KeyBank knows that they’re going to have to pay more money, they become much more willing to meet your demands if those demands are reasonable.

If they don’t meet your demands, you can get a reasonable, transparent, and just hearing without having to spend any money by using our FairShake process to help you file for arbitration. It won’t cost you anything unless you win.

Leverage Leads to Faster Settlements

Once you start the arbitration process, KeyBank loses its advantage. They aren’t the big bad wolf anymore. You are both on equal footing with a neutral arbitrator.

The first step is to give you the leverage you need to really resolve your complaint by formally raising the issue with KeyBank. At FairShake we help you do this. We send a demand letter to the KeyBank corporate office to start the process of resolving your case before you file arbitration. Usually we give them a 30 day limit but this depends on the length of time required by your arbitration clause in your contract with KeyBank.

In many cases, the KeyBank headquarters will make an acceptable settlement offer during this time and the issue gets resolved without arbitration ever being required. But if they don’t offer you a reasonable settlement, the next step is simply file the appropriate paperwork with the American Arbitration Association. FairShake will put together all the official arbitration paperwork for you and guide you through the next steps.

Do I need an attorney?

If your case goes to arbitration you might consider hiring an attorney. In legal terms, if you don’t have an attorney with you that means you are bringing your claim “pro se”. If you decide that you want to go forward without an attorney, check out some information from The American Arbitration Association’s Pro Se Case Administration Team.

There are some complaints that are quite common and they fall under very specific laws that make it easy to get compensation. Then there are complaints like those involving improper debt collection attempts or robocalls, where having an attorney to assist you might help you maximize the value of your claim.

What is my next step?

Tell us what happened. We help you get everything started. At FairShake, we guide you through the legal steps of working with such a big corporate office. Rest assured, we only get paid if you do. With our 100% satisfaction guarantee, you don’t owe us a single penny if you aren’t completely satisfied with our services.





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