Key Bank CEO Apologies for Problems

KeyCorp CEO and chairman Beth Mooney apologized Thursday in Buffalo for the problems many First Niagara customers encountered accessing their Key accounts. Customers also had problems getting through to customer service.

“First and foremost, this was not what we hoped for. We apologize,” she said. “Folks will be hearing from us directly. I remember a boss of mine years ago said, when something’s wrong, what you do to make it right is how we’ll judge you from that point forward. Our teams did go heads down, worked tirelessly, worked around the clock.”

A long awaited merger is now complete. If you used to bank with First Niagara, you now bank with KeyBank.

All 17 First Niagara branches in our area transferred over to KeyBank branches this week, but KeyBank says some customers have been having issues. They say the biggest issue is some former First Niagara customers have been having problems logging into their online banking accounts with Key.

So we asked them what you should do about that.

Juan Texidor was a First Niagara customer in Buffalo for 15 years. “I talked to the guy that I deal with here. My hope was nothing would really changes as far as service goes because the service with First Niagara was outstanding,” says Texidor.

KeyBank says most branches haven’t seen any personnel changes. We spoke with Jim Barger, who is the Rochester market president of KeyBank. He said some former First Niagara Customers haven’t been able to log into their accounts on KeyBank’s website.

One customer tweeted this: “Not happy with my First Niagara account transition to KeyBank. Over hour wait on call for help with online banking.”

“There was some wording on the page that they would go to regarding first time people login here, people that have already logged in or existing KeyBank customers log on here. I think that might have been confusing,” says Barger. Barger says KeyBank added personnel to fix the issue and that the instructions have been simplified. Call wait times have since gone down.

KeyBank says that about 75 percent of old First Niagara customers had successfully logged in to their Key accounts online. If you’re still having issues, log on to

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