Fraudsters look for ways to gain trust and information they can use to gain access to your account. Know what to look for so you can help stop identity theft and fraud while protecting your accounts.

Safeguard your information

KeyBank does keep in touch with clients and provide service through legitimate calls, emails and texts. However, we will never contact you to provide or verify your:

  • Full Social Security or account numbers
  • One-time password
  • Username or password
  • Answers to security questions over the phone

Common Scams

Phishing/smishing with fraudulent emails, phone calls, texts and websites

These are designed to look legitimate and trick recipients into divulging personal financial information, such as credit card numbers, account user names, passwords and Social Security numbers.

Debt elimination scam

Fraudsters also impersonate reputable debt elimination and loan agencies. They contact a victim and request account information to initiate a one-time or recurring payment, but not provide any useful service.

Romance or sweetheart scams

The fraudster uses emotions to gain trust to take money from an unsuspecting person. Once they establish trust, they may create a sense of urgency and ask for money, even giving the victim fraudulent checks in exchange for cash.

Impersonating KeyBank

By phone
Fraudsters claim to be from KeyBank, and may even manipulate caller ID so it looks like the call is coming from KeyBank. They say they’ve identified fraudulent account activity and that they must send a one-time passcode (OTP) to the client’s phone or mobile device as a security measure. Then, they ask the client to confirm that code or for answers to online banking security questions. Do not answer these questions, as they can be used to gain immediate online banking account access.

By email
If you forget your username or password, you can ask that KeyBank send you an email you can use to reset it. However, if you receive an email from KeyBank about these types of changes that you did not ask for, do not click on or respond to it.

What to do if you receive a fraudulent call, email or text.

  • Hang up on questionable callers and do not respond to or click on questionable emails or texts. You can look up the company’s official customer service number and directly contact them to confirm any information.
  • Call KeyBank at 1-800-KEY2YOU® (1-800-539-2968).
    For clients using a TDD/TTY device, please call 1-800-539-8336.

More ways to protect yourself against fraud

Monitor your accounts daily. Set up Account Alerts in online and mobile banking to monitor your account balance, debits and credits and to receive immediate alerts when user ID, password or personal information have been requested or changed.

Create strong passwords. Passwords should be lengthy, contain both numerals and letters, and not be used for more than one site.

Protect your login information. Do not store it on or even beside your device.
Give unique answers to security questions. Make sure your answers cannot be found with an internet search.

Ignore spam and don’t click. Phishing emails can be very subtle and may contain links or downloads infected by malware.

Install and update firewalls and anti-virus systems. These will help you keep unauthorized users out of your computer.

The information and recommendations contained here have been compiled from sources believed to be reliable and represent the best current opinion on the subject. No warranty, express or implied by KeyBank, is made as to the absolute correctness or sufficiency of the information contained. This is meant as general information only; particular situations may require additional actions.

This document is designed to provide general information only and is not comprehensive nor is it legal advice. If legal advice or other expert assistance is required, the services of a competent professional should be sought. KeyBank does not make any warranties regarding the results obtained from the use of this information.