Keytrade Bank Reviews 

NO PROBLEM AT ALL 3years users

I just opened an account. They offered allegedly a promotion of 50 euros at the opening of a bank account.
Two weeks after starting the process, once the SoftKey arrived, there was nothing in the account. I called their call center.
First operator was a woman, who spoke French, but put me on hold. After some 15 min of waiting, I got transferred to an operator, who immediately started speaking to me in Dutch. When prompted to speak English, he continued to speak Dutch. After being repeatedly told that I do not speak Dutch, he proceeded to speak French. Again told that I prefer English, your operator stayed in Dutch. He had the audacity to tell me I am being "aggressive", while he had the nerve to be arrogant. I made it clear that either he speaks English, or we close the account. "As you like". I asked him to give his full name - no. He identified as "Emmanuel". He eventually started to speak English. Reluctantly, and proceeded to ask me if I have a question. After some ten minutes of unacceptable arrogance. The operator actually hung up on me.
It took a third call to actually find a civilized English speaking operator at the bank, and a total of 40 minutes on the phone, to solve the mighty question of "did you apply the promo code". 
So far, I can only describe the first contact with this bank as absolutely disgusting. Unprofessional. Incompetent. If this is how they handle a basic question, I'm actually terrified of the potential level of incompetence when actually having to do sth. 
Never in my ten years of banking in Belgium have I encountered such an attitude in a bank. If they feel they are a bank whose services are reserved for Dutch speaking Belgians or for the French, please state so clearly on the website, to stop wasting the time and nerves of potential other clients. 
I imagined that English is a rather common language that maybe, maybe, just maybe....is actually used in the commercial transactions of a bank that claims to do trading. Excuse me if my expectations are too high. 
It started off in a very welcoming, competent and encouraging manner. Not. So far, the result of interacting with this institution has been having the privilege of my blood pressure rising for some 40 min.
I do not support racist and nationalistic entities, and least of all incompetent, quarrelsome, rude ones. If they have such allegiances, again. Include it clearly in all your formal communications, and tell people that before having the nerve to use any service of yours, they should first get their A level in Dutch, and also, maybe take a MetaRelax first. Preferably a Xanax. 
Not at all a promising start. First impression - vile. What kind of hiring process and training do they offer their employees that they are at this level of unprofessionalism? Does their HR department function at all? 
Also - nice policy. Which one is it - "please, we would even pay you to be our client" or "ik spreek Nederlands. No Ingles. No foreigners. Feel free to leave". Bit bipolar aren't we?  
It's always a pleasure and the sign of an institution of excellence and quality when the first interaction makes you instantly want to close your account. 

I did a simulation online to apply for a loan and uploaded everything.
Somebody called me and told me that since I do not have an ID card that doesnt expire in more than 5 years I cannot get the loan. Is it my fault that Belgium gives this ID to me? It makes no sense

Worst client service I have ever seen !!! And trust me there are a lot of bad client services, but this one is way worse than anything I have seen. One star is way too much to give them !!!
I contacted the client service to change address after moving to a different country (neighbour country in Benelux). They asked for less-than-three-months-old official administration papers to proove the new address (we had to pay for these papers). Then it took them more than three months to reply to say... that the papers were too old!!! THIS HAPPENED 3 TIMES!!! So, we had to pay 3 times to get the official papers and they everytime answered after more than three months that the official papers couldn´t be used because they were outdated!!! I called about 8 times, got helpless agents on the line who couldn´t do anything because as they litteraly explained me they merely were call-center agents with zero responsibility and were not allowed to transfer clients calls to other peole or have direct contact with someone who could actually help (seriously?!). They always answered they were going to transfer by email the problem to a manager so that it wouldn´t happen anymore and that it would be taken care of. HUGE BULLSHIT. COMPLETELY DISFUNCTIONAL AND IRRESPECTFULL client service.

Rude reply or no reply at all to customer's questions concerning malfunctioning of the program

My Keytrade account has been blocked for a week because their system incorrectly shows a €700 debt.
I have already contacted customer support six times (4 phone calls and 2 emails). Every time I receive the same answer: “the issue will be escalated” and that it appears to be a system error. Yet after a full week, nothing has been fixed and my account is still blocked.
As a result, I currently cannot access my own money or make payments, which is causing serious problems as I have bills that need to be paid.

I have now submitted a formal complaint to Keytrade’s Quality Care service and I hope the issue can be resolved quickly.

I would appreciate it if someone from Keytrade could review this case urgently.

- It takes days and weeks to receive payments.

- There's no option to choose language when calling their customer service, so I'm forced to wait 15-30mins for the French service, to then get redirected to the Dutch service where I have to start waiting at the bottom of the list again.

- The agents aren't very friendly.

Not good anymore, They are highly deceptive and manipulative . Think twice before use .

Last weekend the platform of Keytrade Bank was offline for a big IT-update. I was positively curious about this update, also because the « instant transfer » would finally be available. So I tried this function, but to my big disappointment the maximum amount for instant transfer was limited to 5.000€… and that on a brokerage and investment platform, just unbelievable! So on Tuesday morning I transferred the 5.000€ instantly with success, and transferred also a multiple of this amount with a classical bank transfer. Guess when the amount transferred arrived on my account… Thursday morning 10am. What an awful service. Before a transfer was always day+1, now it’s even day+2… Hopefully this is not the result of the IT-update. Anyway, I don’t call this a modern financial service. Clear that Keytrade Bank is much more focused on their own interests (putting the transferred money overnight by the ECB not for 1 but even for 2 nights), rather than on the interests of its clients. A good example of short term thinking. Luckily there are better alternatives!

Very unprofessional bank

I think they are stealing my money. I've noticed that my balance doesn't seem to add up to what I've spend. For example, I deposit 60 euros, spent 20 but I get left with only 30 cents. How is that even possible? The transactions don't make sense as well cus when you count everything you clearly see there is money missing but no transaction of the missing money. No wonder they can give 50 euro for free if they steal it from existing users.

I've been a client at Keytrade for a year now (basic bank account and Keyplan). I was pretty satisfied in the beginning but these past few months i have encountered so many issues to log into the app. It doesn't connect most of the same which gives me an insecure feeling about this bank. I have updated the app on so many occasions but it keeps on getting worse. I haven't been able to log in all day (het again). Therefore I have decided to close my Keyplan and bank account. I am wondering how much time it is going to take me since I can't access the information i need to do so. My advice: Avoid at all costs!

I contacted the bank three times, periodically, both to open an account and to apply for a loan. They took all my information, then checked it out, and never responded again. I think they're scammers using your information for other purposes. Be careful!

I’ve been trying to close my account since 3 months. Even after calling and sending reminders, I get no response at all. I can not get my money back. Not what you should expect from a bank. I will keep on writing bad reviews till I get things done. Very poor.

This is a bank so secure you are blocked at every turn: impossible to buy my kindle books on Amazon.com anymore (Keytrade customer service answer: just buy on bol.com…) ; impossible to use when abroad, thankfully I was not travelling alone; when I changed my smartphone it was a nightmare to go through all of the security loops and the person I had on the phone was rude and impatient to boot; I could add more examples but you get the gist of it. I’ll change banks. I initially went there because of good interest rates but they keep on dropping so there is no point.

I've been trying to cancel my account for 6 months now. I think I've sent 20 different reminders... and called 5 times (for hours on the line to not get anyone).

One of the worst customer support experience I had. I've switched to Revolut and I'll never look back.

NB: In case, you see this message, dear support, please answer my emails, close my account and transfer my money toward another account asap.

Impossible to reach them by phone (you have to listen to the annoying music for over an hour!) and you don't get an answer on your emails either. Will change to another bank.

The app. of Keytrade bank on my phone does not work since more than 1 week, when contacting them via mail already 2 times they donot answer after 1 week. I think of changing banks, because they have a non existing client service.

Don't even consider becoming their customer. Their support is terrible. Once you start saving, they'll bully you with automated emails threatening to block your accounts, even after you provide all the necessary paperwork.

I had exactly the same experience as Gauthier. I changed the pin of my new debit card successfully. Then I tried to use it in a restaurant but it didn't work. Later on I tried to withdraw money. That didn't work either - The ATM said 'please contact your bank'). I tried that by calling them numerous times for a total of over an hour - nobody picks up. Avoid this online bank - there are so many better alternatives of banks that don't treat customers in a disdainful way.