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June 2017 - Clients and consumers are reporting that they’ve received suspicious text messages (a.k.a. SMiShing) claiming to be from KeyBank. These messages indicate that urgent attention is needed and ask them to contact KeyBank via a fake phone number. If called, they are directed to press 1 and provide personal information “needed” to unlock their accounts.

What to Know:

  • The text message typically says: “KeyBank Security Dept.” or “Contact KeyBank HelpDesk” and includes a fake phone number (many different numbers have been reported).
  • If the number is called, an automated message advises that the customer’s account has been compromised and that they need to press one, after which they will be asked to provide personal information (e.g., Social Security Number, address, etc.) required to “unlock” the account.
  • These text messages are not from KeyBank and should not be trusted.

What to Do:

  • If you receive this text message, which appears to come from KeyBank, do not call the phone number.
  • Take a screen shot of the text message, attach it in an email and send it to, then delete the text message from your phone.
  • If you cannot take a screen shot, copy the text message content, including the number asked to call, into an email and send it to
  • If you are unsure whether the text message is legitimate, contact KeyBank’s Customer Service at 800-KEY2YOU® (539-2968).
  • For Key clients or businesses, if you called the phone number in the message and provided any information about your KeyBank account, immediately contact Key’s Fraud & Disputes Hotline at 800-433-0124.

This material is presented for informational purposes only and should not be construed as individual advice.

KeyBank does not provide legal advice.

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