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New Key Bank customers reporting issues as conversion takes place

Posted at 11:59 AM, Oct 11, 2016
and last updated 2016-10-11 18:55:29-04

Today it's official -- First Niagara customers are now members of KeyBank. But the transition hasn't been completely smooth for some.

7 Eyewitness News Reporter, Justin Moore got the error message above when he tried to log into his online banking, and other customers are reporting similar issues.

Many customers expressed their frustration on Facebook. Several of them said they've had to wait on the phone with customer service for hours to get help.

KeyBank Regional Executive, Gary Quenneville said October 11th was anything but normal for its dozens of branches in Western New York. Over the weekend many First Niagara clients weren't able to access their accounts to make deposits or pay bills. Tuesday the major issue was online banking.

"We're having some delays in getting some clients signed on to online banking we've clarified our messaging in the online banking system that sort of simplifies the sign on process," Quenneville said.

Bank executives said most of the sign-on problems are a result of customers not knowing how to properly log on. Quenneville said right now 75% of the one-million new Key clients have successfully signed on.

But new KeyBank Client, Lisa Capell said she's please with the transition so far.

"I think it's going very well. A-It's a mess change over. B-It's a day after a holiday so you're going to get a lot of people anyway.

That's why Keybank is asking customers to have patience, as it welcomes thousands of new customers all at once.