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Laurel Road Review

Reviews 532

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Laurel Road

Great

Reviews 532

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Bestmoney Staff

Apr. 27, 2023

4 min read

Laurel Road Summary

Laurel Road is committed to offering low rates and flexible repayment terms that can fit a variety of circumstances and requirements. By providing incentives such as discounts and referral bonuses, it allows customers to save and make money even as they gradually pay off their refinanced student loan.

Pros

Low variable and fixed interest rates
Works with both private and Federal student loans

Cons

Preference for borrowers with good to excellent credit
Underwriting requirements are unclear

Laurel Road at a glance

8.4

Editorial score

Online experience

Has learning resources, access to rates, mobile app

10.0

Customer services and support

Multiple ways of reaching lender, wide range of hours

8.0

Repayment flexibility

Offers multiple repayment plans- but no special repayment programs

8.0

Loan Types Covered

Covers most student loan types

8.0

Eligibility

Doesn't cover bad credit, low income borrowers

8.0

Laurel Road View Rates

Laurel Road at a Glance

Laurel Road is a digital banking platform and brand of KeyBank that provides tailored solutions to support the financial wellbeing of healthcare and business professionals. Laurel Road’s banking and lending solutions include Student Loan Refinancing, Mortgages, Personal Loans, Student Loan Cashback℠ Credit Card, tailored savings accounts, and more.

Since 2013, Laurel Road has helped thousands of professionals with undergraduate and postgraduate degrees consolidate and refinance more than $9 billion in federal and private school loans. In April 2019, Laurel Road became part of KeyBank, one of the nation’s largest bank-based financial services companies and Member FDIC.

Suitable for Whom?

Laurel Road’s services make it an ideal partner for young, recent graduates who are looking for sustainable ways to pay their student loans while building their careers. Laurel Road’s services are geared toward this younger demographic, with offerings such as student loan refinancing and consolidation. Moreover, they are able to offer low rates that are ideal for graduates who are looking to avoid overpaying interest on their existing loans. Their interest rates are low because the company prefers to work with lower-risk borrowers who generally already have good credit standing. Laurel Road offers some debt forgiveness, though usually only for cases of extreme duress—such as a significant reduction in income due to disability—or death. Overall, Laurel Road’s services are a good choice for young adults who are looking to fast-track their futures without the burden of student loan debt.

Loan Features

Laurel Road offers a streamlined loan service for its customers. Their focus on student loans and recent graduates means that their services are designed to make borrowers’ lives easier. One of the things we liked the most is the company’s inclusion of forbearance, deferment, and loan forgiveness in their loan terms. If you unexpectedly lose your job, or become disabled, Laurel Road can help by deferring payments for up to three months at a time. In some extreme cases, they are even willing to completely forgive your loan, though this is usually the result of death or an extreme circumstance. Another perk offered by Laurel Road is their discount program, which you can qualify for by signing up for electronic fund transfers. Even better, Laurel Road offers a $400 bonus if you refer someone to one of their loan services. Here are some of the biggest highlights for Laurel Road:

Low fixed and variable interest rates
Useful insights available on the company’s blog
Receive in-person support at any of the bank’s locations
Refer borrowers and reap the rewards with the referrals program
Get an interest rate discount by signing up for electronic fund transfers
Flexible repayment terms
Transparent fees and charges
Forbearance, deferment, and forgiveness for loans

The Application Process

When you are ready to get started with Laurel Road’s student loan refinancing, it is very easy to access the funds you need. The first step is to fill out an online form through Laurel Road’s website, which will include a soft credit check. This will determine if you prequalify for refinancing. This prequalification makes the loan process significantly more efficient. Once completed, you will be prompted to upload your documentation. After Laurel Road reviews your application and documents, they will send you a promissory note that includes your interest rate, terms, and important disclosures for you to approve and sign. As soon as that is signed and returned, Laurel Road will repay your existing loans and offer you the opportunity to sign up for electronic fund transfers to receive a discount of up to 0.25%.

Loan Terms – Essentials

Our research revealed that Laurel Road offers some of the most flexible repayment terms in the industry. Additionally, they do not require heavy documentation or incredibly sensitive personal details to get the application process started. While the initial form requires only some basic personal details as well as basic financial information, Laurel Road does notify you that refinancing approval may require more sensitive personal details. These requests may relate to your employment history, disposable income, credit history, and your debt-to-income ratio. We would have liked to see a clearer list on their website, but they are happy to provide this information if you contact customer support. While their requirements are geared toward borrowers with better credit, they were reasonable and not exclusive towards other individuals with lower creditworthiness but generally good qualifications. To get approved for a loan, Laurel Road requests the following conditions be met:

That you have steady employment
That you are a recent graduate or parent of one
That you are a US citizen or a permanent resident with a valid I-551 green card

To expedite the refinancing process, you should have the following on hand before you start your application:

A photo ID such as your passport or driver’s license
2 recent paystubs
Proof of graduation such as your transcripts or a diploma
Payoff statements from your current student loan provider
A license to practice if you are a medical professional

We were pleased to see that Laurel Road can help you refinance both private student loans and Federal loans. The bank does note that for Federal loan refinancing, you will lose access to benefits such income-based repayment and pay-as-you earn programs.
Another major positive for Laurel Road is their loan amounts, which start from a minimum of $5,000 but can reach as high as the full amount of your outstanding student loans. Additionally, you can earn money from Laurel Road simply by referring friends and family to their personal and student loan services. For every person referred who qualifies for a loan, you are entitled to receive a $400 bonus, and you can refer borrowers up to 10 times per year.
Laurel Road is also very transparent about their fees and charges. The bank does not charge you an origination or loan prepayment fee, although they do include late fees which is the lower amount of 5.00% or $28 as well as a $20 surcharge for any returned checks or electronic payments.

Repayment Terms

After you are approved for a refinancing loan, you may choose between terms of 5, 7, 10, 15, and 20 years, a testament to the repayment flexibility Laurel Road offers. With all available loan terms, you may choose between variable or fixed rates. Thanks to the bank’s commitment to working with borrowers in good standing, quoted rates are favorable. Laurel Road clearly displays their repayment terms, rates, and other important details on their website, making it easy to find all the important details you need when exploring refinancing. If you have more questions, the bank offers in-person consultations at any of their locations in Connecticut. Furthermore, if you want to access even better repayment terms and rates, you can also include a co-signer in your application.

How Safe is It?

Laurel Road takes their customers’ security and privacy concerns seriously. They take the necessary steps to provide industry-standard practices to ensure your data’s safety. The bank does collect some data related to your browsing for advertising and marketing purposes, but your information is kept anonymous and stored securely. Additionally, the company’s servers are protected by both physical and electronic security measures and redundancies to avoid hacking, data theft, or even loss because of accidents or natural disasters.

Help & Support

If you require assistance, Laurel Road can help you through several different channels. If you prefer to speak to a service representative in person, you can visit any of the bank’s locations throughout Connecticut. If you are not in the state, you can still contact the bank via telephone or e-mail six days a week during regular business hours. We found the bank’s representatives to be well-informed and courteous when responding to our inquiries. Additionally, e-mail queries were responded to promptly, generally within one business day.

Deep Dive into Pros and Cons

Overall, Laurel Road offers strong student loan services, although the bank does have some room for improvement.

We would like to see a clearer explanation of the company’s underwriting requirements to make it easier to prepare ahead of time.
Laurel Road could improve its educational services, adding a knowledge base or video tutorials that could help customers understand the lending process and its consequences.
The bank could also add a co-signer release, letting them be removed from the loan after a period of on-time payments.

Laurel Road’s many value-added benefits and features compensate for these minor drawbacks. Some features of the bank’s student loans include:

Low variable and fixed interest rates make refinancing a real possibility.
The bank can work with both private and Federal student loans.
In-person assistance for customers is available in the Connecticut area.
Interest rate discounts are offered to borrowers opting to activate electronic fund transfers.
The referral program gives you $400 for every person you refer that is approved for a personal or student loan.

Summary

Laurel Road is committed to helping young professionals fast-track their careers and lives by helping them refinance their outstanding debt. We were happy to see the bank’s dedication to offering low rates and flexible repayment terms that can fit a variety of circumstances and requirements. Additionally, the bank furnishes incentives such as discounts and referral bonuses, allowing you to save and make money even as you gradually pay off your refinanced student loan. Laurel Road’s customer support and in-person assistance also make it appealing, as you can rest easy knowing that there is someone ready to answer doubts or issues that may arise regarding your student loan. We were impressed with the company’s emphasis on young adults who require help that is not always available to them. Overall, Laurel Road delivers a good alternative for your student loan refinancing needs.

Laurel Road View Rates

Written by

Bestmoney Staff

Our editorial staff consists of writers who are knowledgeable about financial services. We specialize in simplifying the process of choosing the right provider for your needs.

Trustpilot reviews

See what some customers are saying about Laurel Road

Great

•

Reviews 532

Excellent

70%

Great

Average

Poor

Bad

19%

pavan kumar

7 days ago

Doing great work.

travis mroski

2 days ago

Laurel Rd-Abosulutely Horrible One of the worst banks/experience ever

Laurel rd I thought you are promising and was going to be a good bank for me ,But it ended up been a great mistake for me as they held up to my monthly pay. I received a letter from key bank implying I confirmed fraud on my account of which I never did.. The letter also states that the account hold is typically 10 days of which it's been well over a month. Since i can not access my account I can not pay rent,, utilities, buy groceries, I can't even pay for extremely important medicine that I need.. or other important things. This is all I have we have been on it for more than a month I have sent all they ask. Calling everyday they are not helping and just lieing ,I am sick and I need my money for my medicine .Will it be nice if I lose my life ,While you holding on to my money .I never wrote to you or called of any fraud in the account ,You just assumed and restrict my account I have done nothing wrong I have submitted all documents. Please lift the restrictions and let me have access to my money today. If you still do not lift the uncessary restriction that you placed on account I have no choice but to call the feds. Thanks I am dieing (For reference only- Date of Letter from Keybank that account has been restricted 11/16/2023).

rebecca irwin

6 days ago

Saving Account LOCKED right after depositing money

I'm surprised to learn that so many other customers had or are having the same experience as I did - I opened a High Yield Savings account, transferred money from my own bank, and bang, they LOCKED my account for more than 2 months! I couldn't use my own money to do anything! I had to send over forms and even had to find a notary to prove my identity. Also, I submitted a request to add my wife as a co-owner, we submitted all the paperwork, twice, and the application 'expired' TWICE. I don't even know how this business exist. Do your self a favor, STAY AWAY.

jashan singh

11 days ago

Review

Laurel road is too good or too easy for anyone . It is easy to understand or easy to do your work what you have to do there like payment, loan etc. am very happy by using this Thanku

rama

14 days ago

Great experience to be there

zatpat cooking

14 days ago

Great experience,,,

candy

14 days ago

its a very good company

harpreet bawa

14 days ago

Great website good experience

nav deep

14 days ago

……………………..

anuj kushwaha

14 days ago

Easy to use

Easy to use , use to understood banking facilities.

jayesh mishra

14 days ago

Satisfied with service

manu raj

14 days ago

Good to go for this banking

20 days ago

Worst banking experience

Worst experience I ever had with a financial institution hands down. My account gets locked on a Friday night, I have to wait till business hours to call and understand what is happening, yet the service reps dont even have a reason to share. They later share that it is due to an external transfer to an account I own and went through micro-deposit verification. I submit the required documents for verification on October 30th, and all I get from service reps is that "it's still under review". I even recieve a letter stating that after review, the account doesn't meet the deposit account agreement and it would be closed, only to call the fraud department and they tell me that those letters are automated. Complete waste of time going back and forth between keybank's fraud department and Laurelroad's customer service. They hold my money hostage and never give clear information on what is even going on, despite providing everything needed from my end. It's November 17th and my account is still locked.

deborah harms

a month ago

Nightmare

My experience is the same as many others indicated in their reviews. They have locked my account. I do not have access to my money. I have made two phone calls, and uploaded a financial document they requested which is none of their business. I still do not have access. This is the worst experience I have ever had with a financial institution.

tsjanith

a month ago

Fraudulent

I created a checking account at Laurel Road and deposited more than $2700 in the account. When I attempted to withdraw the money, the bank locked the account without notice. I called customer support and explained to them what happened. They told me the account was "under review", threw a metric ton of "Unfortunately,"s at me, and then told me that my account would be locked for a duration of the bank's discretion. This bank is illegitimate. Avoid them like you would a diseased close talker

unhappywithlaurelroad

a month ago

Horrible experience

Horrible experience. I had a bit of difficulty linking a bank account, even after the micro deposits. I was about to abandon the process and close the account when a customer service rep assured me it was all ok, after which I was able to link the account and make a deposit. But as soon as I did, my account was inaccessible and I'm told it's under review. They won't tell me how long it takes, and after repeated requests to return the money to the account of origin, they still will not. This is effectively theft of my money as far as I'm concerned. I would highly advise avoiding this institution.

frank albano

a month ago

Great customer service

daniel mullen

a month ago

Great rates and appropriate updates.

melanie

a month ago

Great customer experience…

Your customer service is consistently very helpful, calm and kind.

tammi stewart

a month ago

I can deposit money Monthly and see…

I can deposit money Monthly and see where is is building. It encourages me to give more as I can!

vladimir lolinco

a month ago

They're holding my money hostage!!!

I would give this bank/financial institution negative stars if it was an option but unfortunately one star is the lowest I can give them. I opened a Laurel Road Loyalty Checking late September 2023. I also funded it via direct deposit with my first paycheck. I added two external bank accounts for external transfer after enrolling in online banking. One of my external accounts was approved with trial deposits while the other did not receive any trial deposits. I find out that my account was restricted on 10/03/2023 for possible fraud with the one external account being flagged suspicious/fraud. I was told that I needed to submit a bank statement for verification of account ownership for the external account. I sent Laurel Road three different emails containing several pieces of documentation for verification - three subsequent bank statements, Form 1099-INT, and an official letter from the bank stating account ownership. This review is already pass the 12+ business days since my account was restricted and it shouldn't take this long for them to review the documentation I have sent. I have also called Laurel Road numerous times and have been unable to get any update(s) regarding my situation. I have been told that their fraud department operates independently to everyone else and that there's nothing I can do about the situation - not even close my own bank account! This is utterly ridiculous that I cannot even access my own account/money all because I added one of my own external accounts for external transfers. Even worse is Laurel Road did not even contact me prior to the restriction to verify and discuss possible "fraud/suspicious activity" on my account. They're not only treating my loyalty checking account as if it's a CD which is NOT what I signed up for, but they're also holding my money hostage! To add to it, they're also sending me emails about making deposits to my account but how can I when they've literally frozen my account. I'm have expressed to them several times that I have bills to pay and I need my money - the fraud department at Laurel Road or whatever department is holding my money hostage is heartless and have no sympathy that they're literally playing with people's lives by holding their account and money hostage. Please release the restriction on my account because I have bills to pay, mouths to feed, and other necessities for use with my money that you have frozen! Note: I have banked with other financial institutions before that were "online only banks" just like Laurel Road and whenever there was a hold on my account for a similar reason, after I provided the requested documentation, my account hold was removed within 24-48 hours but not with Laurel Road! There is absolutely no reason Laurel Road should take this long to review a bank statement!!!

jonathan

2 months ago

Locked my account as soon as it was…

Locked my account as soon as it was funded, every time I contacted LR to unlock the account would receive a different request for additional information to "verify" me. LR already has my SSN, my DL#, my address, copies of statements from my funding institution along with my money yet won't give me access to accounts. Amateurs....

elena tkatcheva

2 months ago

A Bunch of Scammers

Just like many other people, I had a horrific experience with these scammers. The scenario was exactly the same, I opened a savings account and once I transferred money into it, it immediately got locked and no explanation was given. After a few days of no resolution and no access to my funds, I demanded to close my account and to refund my funds to the original bank. After a couple of weeks, I got my money back and a letter in the mail threatening to report negative information to the consumer reporting agency. These thieves reported identity fraud! Did they think I stole my own identity? They are delusional and malicious. If they suspected that my identity was stolen, why on Earth they never even tried to ask me for a proof? With hundreds of similar stories that I found later online, it seems that this is what this so called bank does - steals people's money, uses it for weeks or even months at a time, and if you dare to question then, damage your consumer report. I wish there was a class action suit against these scammers!

daniel read

2 months ago

Goodbye money… see you in several weeks!

I went to log into my account today and a message said my account was restricted. I called the number and was told my account was flagged for fraud after adding an external account to complete a transfer (this was even after jumping through the trial deposit hoops). The representative said I needed to email a copy of a bank statement showing proof of account ownership, which I did while I was on the phone. Icing on the cake was when she said this could take several weeks to resolve. I don’t care if you do offer the highest high-yield savings rate, if I can’t access my money it’s more like a CD, which is not what I signed up for. I can’t wait to get access back and close my accounts. Utterly ridiculous and shady!

josh quick

2 months ago

Locked account, no access to MY money.

They locked my account and still won't let me access the money. Its been two weeks. They had the arrogance to ask for my phone records after i submitted my ID, birth certificate, and social security card. They want your money and won't give it back. Ill update if I ever receive my money.

victoria kyarsgaard

2 months ago

Time to response is very good

Time to response is very good. Easy online account management

gregory burchett

2 months ago

I was able to apply for my new checking…

I was able to apply for my new checking account in only a few minutes and the approval process was nearly instant. The app also makes my life easier, too!

frank albano

2 months ago

Great customer service

j roths

2 months ago

Run like hell

Run like hell! This bank is 100 percent fraud. I mail in my check month ago and now they return it to the IRS..They can't tell a real check .Absolutely dumb..Bank somewhere else. They are very unprofessional and inconsiderate.. Reviewers was right this bank is a scam. They will definitely lock you out of your account like your money is there's.

draco malfoy

2 months ago

Horrible Fake Bank. Scam!

After having multiple problems with the website, my deposit, the mobile app, customer service, which is non-existent, and other issues, I have asked repeatedly via email and in writing for them to close my accounts and refund my deposit. However, I just continue to get various statements first saying that my account was under review then my deposit was unavailable then my deposit is available but the bottom line is I just want my deposit back and I want nothing more to do with this fake AI version of a bank that's nothing more than a branch of the horrible Key Bank. Do not give them any money whatsoever. You may not see it again. I reiterate that I just want my deposit returned and my accounts closed.

andrew jeffs

2 months ago

Was told to call a number to login to…

Was told to call a number to login to my account. The banker then stated I needed to call another number because my account was under review.

user_rs

2 months ago

Extremely bad customer service and…

Extremely bad customer service and processes. I tried to transfer the money from my savings account within the limits, but the transactions were first canceled, and then the account was blocked/restricted. It's been close to a week, and I still do not have access to the funds.

jodie

2 months ago

I sent an email 9 days ago

Update: I just noticed that Laurel Road has responded here on Trustpilot saying they have reached out to me. I have not received contact from them by phone or email. In good faith, I am remaining a customer, but my patience is waning. I sent an email 9 days ago, and still no response. Pretty disappointed by their lack of customer service, problematic and lengthy "pending" status, and process to set up overdraft protection. My email is copied in full below: Thank you for your response. I'm very disappointed with Laurel Road and the lack of customer service. As a new customer, I am already re-thinking my decision to have switched all my funds and auto-transfers over to Laurel Road and all the time it's taken me to do so. I know you don't know me, but I am extremely conscientious about my personal finances -- I spend time each day reviewing an Excel that I have created for my bank accounts that I use to look ahead at upcoming bills, review what's coming in and going out, and plan ahead. I can assure you that I am always careful to *never* go below zero in any of my bank accounts. I was surprised to see that I was charged not one *but two* overdraft fees. I appreciate your colleague's assistance in getting one refunded over the phone. However, there is still one outstanding fee. I would not have had *any* overdraft situations if my funds were not listed as "pending" - which I would not have done if it weren't for the incorrect advice that I received from Laurel Road. When I first opened my Laurel Road account, I called customer support because I had never before seen a bank list transactions as "pending." Your own customer support representative had told me to ignore the "pending" status and treat everything as resolved. Further, I found it insulting that Laurel Road's overdraft service is so complicated that I had only set up part of it, and that no one would take the time to look into my account and see that it's not set up properly. (Apparently it is a two-step process, and I had only set up one part.) Why don't you run a report, and then contact customers to inform them that they didn't set up their overdraft correctly and provide instructions on doing so? Is it because you don't value your customers? Is it because your overdraft fees are a revenue stream for you? I feel like I'm just a number with Laurel Road. If you offered more personalized service, I would have (1) been notified initially about setting up overdraft protection at the time that I opened my account; and (2) been notified that the process had been completed successfully. I have not received a single notice that my overdraft is now set up. And to describe the situation of feeling like just a number, I *still* have not received a call back from the agent who promised me a call back. Laurel Road is all too quick to charge me an overdraft fee, and quick to send me a notification that I used my overdraft, but there is no helpful or supportive outreach to your clients. I'm really disappointed. I respectfully request a response, and as previously mentioned during my phone call, I would like for the second overdraft fee to be refunded.

jack weaver

2 months ago

NEED EARLY PAYDAY!!!!!!!!

donald osborn

2 months ago

Do no use this bank!!!!!!

Like many others I opened an account and funded with significant amount of money. After funding they restricted my account as well as my Key Bank account and I now have no access to any of my bank accounts. This was 7 days ago that I was restricted from all of my accounts. At day 1 I called and the said they needed a copy of my cell phone bill which I immediately provided. I have called and emailed every day and still with no explanation as to why my accounts are still restricted. I also went to Key Bank for a resolution and they said they can not give me access to any of my accounts. I will be filing a federal complaint as soon as I can if no resolution within a day or so. This has been hands down the worst experience of any company interaction of my life and has caused significant hardship for me. I do NOT recommend this company in any way and would stay clear. There need to be an investigation into this bank in my opinion. Update- On 3 October. I finally got someone to send me to the “escalation department” after me now calling for the 4th time and multiple emails. They were not immediately able to resolve the issue. I was told I would be contacted anywhere between 24-72 hours with an update. I was told by the representative that the matter could take up to 90 days to resolve. We shall see what happens. Laurel Road did not reach out to me as their response states in this thread. I spent approximately 30 minutes on the phone again attempting to resolve the issue. It all feels and seems VERY suspect. Update 4 Oct pm.- I did get contacted by Oliver from the escalation team who followed through with me getting access to my accounts as he said he would. Oliver was professional and kind. All of that being said, this should never have happened and if a bank is going to “restrict” access to all of your accounts there should first be notification, explanation and number one priority for resolution. None of the above happened. Again I thank Oliver, but I still do not have full faith in this bank or Key bank and will search for an alternative that I can trust. You guys seriously lost potentially lifelong client who was prepared to deposit up to the FCIC insured maximum.

christine esparza

2 months ago

Recently opened checking account

Recently opened checking account, have only received 2 direct deposit then they froze my account. This has been since the 25 Th of last month. And they still have my account frozen. I’ve provided everything the asked . But still nothing .. I need my money.

frances smart

2 months ago

Not happy

I recently set up an account with them because of the 5% APY, and not only have they had my initial deposit on hold since the 27th of last month, but now they have frozen my account for some reason they won't tell me about. Not sure what to think at this point, with my money floating around in cyberspace.

robert k

2 months ago

TROUBLES WITH LAUREL ROAD

TROUBLES WITH LAUREL ROAD! 09/28/23 - ACCOUNT RESTRICTED (FROZEN) - Day 1 I direct deposited my retirement check to my checking, from a nationally known institution, and did an ACH to my savings, and they restricted my savings and checking account the same day! No phone call. No email. NOTHING--JUST LOCKED ME OUT OF MY ACCOUNT! Filed a complaint with the CFPB (Consumer Financial Protection Bureau) and suggest anyone who has had their account restricted file a complaint. The CFPB has tons of complaints about this practice. Posted a review on TrustPilot. UPDATE: 09/29/23 - ACCOUNT RESTRICTED - Day 2 Dear Mr. XXXXXXX – I am responding to your Trust Pilot Review. I am sorry for the frustration we have caused you. In order to clear the restriction we need to verify some of your information. Can you proof the phone number you provided is owned by you, your SSN card and proof of his ownership of your external account ending in XXXX (recent bank statement). You can send the documentation back to me at this email as it has been sent secure. Again, I am sorry for the inconvenience. Please let me know if you have any questions. Sincerely, XXXX, Member Advocate Team Leader I Immediately sent all requested documents to them as per their instructions (within an hour of their request at the start of the day). At the end of the day, my accounts remain restricted (frozen). UPDATE: 09/30/23 - ACCOUNT RESTRICTED - Day 3 UPDATE: 10/01/23 - ACCOUNT RESTRICTED - Day 4 UPDATE: 10/02/23 - ACCOUNT RESTRICTED - Day 5 Emailed Laurel Road for Status update on when the restriction would be lifted as they had the documents requested for five days. UPDATE: 10/03/23 - ACCOUNT RESTRICTED - Day 6 Reply from Laurel Road: Dear Mr. xxxx – your documentation has been sent over to our department and it has been escalated for them to review your accounts as soon as possible. I am sorry I do not have a better update for you. I will let you know as soon as I hear anything. Regards, xxxxxxxx, Member Advocate Team Leader UPDATE: 10/04/23 - ACCOUNT RESTRICTED - Day 7 UPDATE: 10/05/23 - ACCOUNT RESTRICTED - Day 8 UPDATE: 10/06/23 - ACCOUNT RESTRICTED - Day 9 Email sent to: Christopher M Gorman, Chairman and Chief Executive Officer of KeyCorp Email sent to: Jamie Warder, Chief Digital Officer of KeyBank UPDATE: 10/07/23 - ACCOUNT RESTRICTED - Day 10 UPDATE: 10/08/23 - ACCOUNT RESTRICTED - Day 11 UPDATE: 10/09/23 - ACCOUNT RESTRICTED - Day 12 UPDATE: 10/10/23 - ACCOUNT RESTRICTED - Day 13 Dear Mr. XXXXX – I am reviewing your accounts daily, but at this time I do not have an update. I have escalated your concerns. As soon as I hear, I will reach out to you. Again, I am sorry for the inconvenience. Please let me know if you have any questions. Regards, XXXXXX, Member Advocate Team Leader UPDATE: 10/10/2023 - KeyBank letter (dated 10-02-2023) of intent to discontinue business relationship received. NO SPECIFIC REASON GIVEN. UPDATE: 10/11/23 - ACCOUNT RESTRICTED - Day 13 Phone call with KeyBank Fraud Dept. Account was not locked nor restricted nor closed. Active Customer in Good Standing. Letters sent automatically. Transferred to Laurel Bank. Account Login working now.

john

2 months ago

Online account closed but they kept my money!

I opened an account in early Sept 2023 and everything seemed to go well. Then I had issue with logging in, then I started to receive automated letters that the account was restricted. When I called in, I got no help at all, but they assured me if I had money coming because the account was showing as closed on their end, that I would receive a check....and still no check.. Like others, trouble started when I sent $10,000 to the account using an ACH bank transfer. I sent all info they requested for security purposes and the account was opened fine but when the money went to them, it closed and had issues? Now they have had my money for a couple of weeks, but have frozen my account. This is an ACH transfer; they know exactly where the money came from, the other bank confirmed that the money was sent to their bank and I have a transaction number.. They told me I couldn't send a screenshot when I offered to do so. That the account was closed due to not being able to log in online...it's an online bank why is there such an issue there? I have plenty of proof that my transaction went through to key bank aka laurel road and can't get anyone to help me....I will be contacting the FDIC next and any other agency I can find that will help with this because by looking at all of these reviews, there is plenty of proof that this bank is conducting some very unscrupulous business.

c h levinson

2 months ago

Great customer service

Great customer service! Had issues applying for a checking account then customer service reached out to me and we were able to make things happen.

bruce

2 months ago

BEWARE!

I should've read the reviews before I opened the account. There are tons of people warning others to stay away. Believe every word they say. This "bank" is horrendous. They sent me a debit card, but never sent a PIN number, so now I have no way of accessing my money. I called their "Premium" Care Team, and the girl I spoke to had absolutely no clue what she was saying. You can't give the excuse that something is wrong with the system. It's the most overused and untruthful statement in customer service these days. "If you don't know what to say, just say the system is down." Something as rudimentary and common as resetting a PIN should be one of the easiest things a minimum wage employee can do. I was supposed to get a call back and never did. STAY AWAY FROM THIS PLACE! Edit: They will reply to call their premium care team. I already did that TWICE, and they couldn't help. They said someone would call me. Nothing. I will report this to the BBB. Key Bank should be ashamed to be associated with this crooked institution.

stephen biggs

3 months ago

Online account restricted??

Online account restricted?? Attracted by the high interest rate, I opened up an account and that went reasonably well, I sent all documents that were requested, was getting secure messages and all worked fine; able to log in and see the account and everything. Trouble started when I sent $5000 to the account using an ACH bank transfer. Now they have had my money in their hands for 9 days, but have frozen/restricted my account with no email or any other contact as to reasons. Calling up customer service gets me "yes, the account is restricted but we can't see why." Finally one rep told me that they seem to not be able to understand where the money came from. ??? This is an ACH transfer; they know exactly where the money came from. I sent a screen shot of my online banking with my other bank from which I transferred the money to show the transaction entry, as it is too soon to get a statement. Plus, the statement would have sensitive information about other transactions that are none of LaurelRoad's business (is this what they're fishing for??). The customer service rep said that they would send an email with a secure link so I could upload the statement, but I have not received this email yet, and may never. Now the telephone number doesn't work ("all circuits are busy, try your call again later"). This is banking fraud and grand theft and if I don't have access to my money real soon, I will contact the FBI and the FDIC and see if the actual perpetrators of this can be sent to prison. Looks like I'm not the only one being treated like this. Absolute scam.

andrew joyce

3 months ago

Would have been less frustrating to light a stack of $100 bills on fire

LR is the biggest scam in banking (and KeyBank, the parent company). They wooed me with the signup bonus and then froze my account after the first time I tried to deposit a check in my checking account. Froze both my checking and savings account -- because it's an online-only bank, no way to go into a branch and talk to a reasonable human being. They are owned by Key Bank and half the key employees don't even know Laurel Road exists and can't see our accounts in their system. Received 4 different reasons as to why the account was frozen, and every employee has given me a different estimate on the timeline to resolution, from one day to thirty (!) business days. In the meantime, my money is tied up, my checks are bouncing and my utility company is wondering why I haven't paid the bill. I have opened a complaint with the better business bureau. It's impossible to overstate how bad of an experience I've had with this bank.

melissa garcia

3 months ago

Anyone reading this stay away!!!!

Anyone reading this, stay away from this bank. They froze my account and I am unable to access my funds. Wish I would of read the reviews before opening an account with Laurel Road Bank.

brittany kennerson

3 months ago

So you guys really stole my money and…

So you guys really stole my money and kept me waiting for 6 months, closed my account and are now saying that the funds are in review, this is the biggest scam of a bank that I know, stay far away from them as I have my attorney looking into this bank for FRAUD!!!!!! And I will be posting this everywhere on every social media account you guys have and to everyone that will listen to me!!!!!!

robert a coffey

3 months ago

Easy to start a savings account

stan

4 months ago

Quick and easy.

annette

4 months ago

Easy to apply & great rates

Easy to apply and open an account! Amazing rates!

h. pham

4 months ago

Sign up process went smoothly. New accounts opened without problems. Signed up for online access. Set up direct deposits. Bonus paid out quickly. Great Experience when compared with some other banks.

june cacho

4 months ago

Answers phone promptly

Unlike other banks, Laurel Road answers phone calls promptly every time when I call.

ingrid valido

4 months ago

Excellent overall experience.

john malarkey

4 months ago

Ease of navigation through the site for…

Ease of navigation through the site for the 1st time of use

armando

4 months ago

Great services and products

Great services and products, easy to work with the accounts. Great interest rates.

nader ardjmand

4 months ago

Easy to use website

Easy to use website. Excellent support

albert lovingood

4 months ago

65 days and counting of no access to my money!

If I could give this place Zero Stars, I would. I opened a savings account on 06-01-2023, on 06-06-2023 I was locked out of the account with a note “please contact us to verify your identity”. I call the number provided and the representative stated that she could not tell me why I’m locked out; however the account is being investigated. Call 06-07-2023 same story, get a letter from KeyBank stating that they are investigating my account and should be resolved in 10 days. Call several more times (2-3 times a week) with no answer to what’s going on. I get a letter 06-16-2024 saying that the account will be closed in 10 days. Call customer service on 07-05-2023, told that the account was closed and a check issued. Call on 07-24-2023 to find out where the check is. I’m now told that they haven’t mailed the check because I didn’t send them a copy of my SS Card. This was the first time that someone finally told me what had been needed since 06-06-2023! I send them what they asked for via secure email and received confirmation that they received it on 07-25-2023. As of 08-03-2023, I’m now told that photocopy of my SS Card is being “reviewed” and could not give me an answer on how long it takes for them to actually look at it. As of today it’s 65 days of not having access to my money and I’m still getting the runaround. DO NOT BANK WITH THIS BANK!

michael herzog

4 months ago

I was not able to start bill pay

I was not able to start bill pay. I was not able to link up my RBFCU Credit Union account for future mortgage payments.

4 months ago

I opened a new high yield saving…

I opened a new high yield saving account on 6/20/2023 with LaurelRoad, part of the Key bank. I transferred some money. The fund has been locked and under review. I am not able to log in the website. I tried over 20 times to log in and it always says system error. In the past 38 days, I called LaurelRoad customer service 3 times and it is still not resolved. I got a letter from KeyBank on 6/29 stating my account could be a fraud. That's rude.. What makes you think it's a fraud? The frustration of opening account and irresponsiveness of review process make me think this bank is a fraud. I called KeyBank customer service but they asked me to call LaurelRoad.. OK then why did I receive a letter that says to contact 800-433-0124？ This bank, in my experience, fails their cirtical operations with customers.

elmira

5 months ago

I've been locked out of my account and nobody is helping me!!!

I've been locked out of my account with Laurel Road bank for almost two weeks now. The message keeps saying "System Error". I tried to talk to Laurel Road bank customer service numerous times and they told me that my account is under review. Only once my email was answered and it briefly mentioned that I could call the fraud hotline. Then different people basically told me to wait to be contacted. I work long shifts, being in healthcare, and I have to waste my precious lunchtime talking with entry-level employees who are no help whatsoever. Every time I ask them to put the details of our conversation into the notes, so the next person would understand what is going on - as turned out, those notes are not written anywhere. A few days ago as per representative advice, I emailed all sorts of proof that I am a sole owner of my account that I make transfers from and I received no answer. I had to call again and this time was advised to go into the local branch of KeyBank and have a banker call them and testify that I am, in fact, me. Rhis morning I met with KeyBank banker. She made the call and a person who answered had no idea why this call was initiated as there were no notes written during my previous conversations. The banker at KeyBank was the only person who showed competency and compassion, but even she could not go too far through the thick layer of bureaucracy at Laurel Road bank. She did fill out the affidavit on my behalf, and sent multiple copies proving that I am, in fact, me. So tomorrow is 2 weeks as I don't have an access to my hard-earned money and nobody can give me a straight answer why my account is still locked!!! I am starting to think that Laurel Road bank is pulling some unsavory scheme taking advantage of hardworking healthcare professionals who simply don't have time to fight with this bureaucratic machine. If someone can advise me on how to resolve this issue please let me know!

customer

6 months ago

They have my money trapped...

I have $100K in a saving account that I want to close due to the many problems I have had with this bank. Their policy is to limit my external transfers to $25K at a time. They limit my transfers out of my account! They also have a limit per week that will now take me a full month to move my money away from this awful bank.

justin gold

6 months ago

With Laurel Road I am enjoying the…

With Laurel Road I am enjoying the Mobile App. It allows for me to track the rewards based on the Loyalty Checking. Other banks that i have accounts do not have a real time tracker for their rewards program. I would recommend moving to the early direct deposit, as I do utilize online Banks that allow for early direct deposit. Otherwise this has been a positive banking experience so far!

pravin patel

6 months ago

good servicew

eric s.

6 months ago

High Yield Savings beats the competition..

You have a very competitive interest rate and although I had never heard of Laurel Road, but Key bank is a trusted bank. Transfers take a long time to post, so be sure you retain enough funds for 4 or 5 business days. I feel comfortable with Laurel Road.

fred rothstein

6 months ago

Was having trouble adding my wife to…

Was having trouble adding my wife to the account. Spoke to a service person who quickly resolved the problem.

s.a.

6 months ago

Helps me save and manage my money

The APY on the high yield savings account is among the best in the industry, and has the benefit of coming from a reputable institution. Definitely considering refinancing my student loans with Laurel Road when the COVID payment pause ends.

richard brumm

6 months ago

Easy setup and transfer

Easy to setup and transfer money fie a great 4.8% rate.

customer

6 months ago

I wish I could rate them ZERO stars

I wish I could rate them ZERO stars. My savings account has been blocked for three weeks now and not one person can -or will not- tell me why. I have called them almost daily and the say "working on it". Here's what they said early yesterday- Reply from Laurel Road 5 hours ago We are sorry we fell short of your expectations. We have rectified the issue and you should be all set. Please give us a call at 833-427-2265 if you have further questions. Now at 30 hours later my account is still blocked to my access. I'm wondering5/15/2023 if this bank is really a big scam now.

alyssa b.

6 months ago

I opened a high yield savings account…

I opened a high yield savings account with Laurel Road to maximize my savings prior to purchasing a home. I called Laurel Road when I had questions and their premium care specialists were always very nice and super helpful.

sarah

6 months ago

Easy to set up and start earning!

Easy to set up, great customer service. Excellent APY!

alec olson

6 months ago

Holding my money for no reason

Have waited 3 weeks for them to unfreeze money I transferred in FROM MY OWN ACCOUNT IN MY NAME. Have called multiple times and told the same thing "wait more business days..." I am very close to filing an official CFPB complaint.

janet

6 months ago

super easy online experience!

susan palmer

6 months ago

Very helpful

💯 eExcellent customer service in a timely manner

johnny chisholm

6 months ago

You guys have excellent customer…

You guys have excellent customer support. You also have great interest rates on savings account.

customer

6 months ago

Worst bank I have ever found in my 80 years

You make it easy to open and fund a savings account. I did this four weeks ago, then two weeks later you slam the door on my account and totally block me from my money. After 4-5 phone calls not one person can tell me why. As I write this my account is still blocked after two weeks. If I ever get to pull my money out of your bank I will pull every drop in a hot minute and give your bank zero stars wherever I can find to do so. GIVE ME BACK MY MONEY!!! IF MY ACCOUNT IS NOT RETURNED i WILL BE HIRING AN ATTORNEY THIS WEEK.

cassandra

6 months ago

Super easy to research and setup.

Super easy to research and setup an account. Direct transfers are also very quick and easy. Great security with MFA enabled on every login.

steven lyles jr

6 months ago

Great Experience

My experience has been over excellent. As of this date, I had no issues, and everyone I have spoke to has been very polite, efficient and professional. If I have one critique is that the technology, for the website has been hit and miss.

b from nyc

6 months ago

Best high-yield savings in the market!

My experience with Laurel Road has been phenomenal. I already had a loyalty checking account, and simply adding the high-yield savings account was simple, easy, and seamless. The high yield savings account is the top of the market, and the terms and conditions are really easy to understand. Simply connect your banks and move money in an instant.

james murphy

6 months ago

Easy and convenient

jen p

6 months ago

I have had nothing but issues since I…

I have had nothing but issues since I applied for the high yield savings account. 1) When applying you should consider giving the option for customers to add a co-owner from the beginning instead of having to wait 2 weeks to be able to do so. 2) when applying, you should state that the name has to be EXACT as the external accounts we will be linking for transfers or else it won't get verified. And when it can't be verified there is no explanation as to why. I had to request for you guys to change my middle name to just my initial...then wait a few weeks for that to be done and then my account still siad it cannot be verified. I then requested my husband as a co-owner thinking maybe that is the issue becasue he is a co-owner on my external account (neither of us our primary on our external account just joint). On the form to enter the co-owner's name it asks for a full middle name but NOWHERE does it have a special note section where I could ask you guys just to use his middle initial so that it matches his name on our external acct. So then after he was added as a co-owner I had to call you to change his mid name to just his initial..still waiting for that to be done. I have to log in each day to see if/when the change has been made. No email or notification to alert the change..would be helpful. I have had to call in numerous times trying to figure out why my external account won't verify. A rep suggested I try zelle to transfer money (since if I transfer from my external account, they tansfer a fee each time). I set up zelle only to get errors within my Laurel road account, I had to call again just to learn that zelle doesn't work with savings accounts. I was told that after you change my husband's middle name to middle initial, if I still can't get my extrnal account verified, then try and have my husband create a login and then have him try. if that doesn't work then I need to set up a laurel road checking account so that I can write myself a check to deposit into my external account when I need to withdraw. It has all been such a hassle. I am not comfortable with laurel road having my money if I can't easily get it back to my external account

james mueller

6 months ago

The transfer time seamed rather long I…

The transfer time seamed rather long I hope when I need money to go to my external account it doesn't take quite as long. Interest rate is what I was going for

brett steinberger

6 months ago

Ease & speed of online application and…

Ease & speed of online application and approval. Great APY rates too!

yatish bhandari

6 months ago

Restricted funds - log a complaint with the OCC

A month has passed by without access to my funds. Spoke to the customer service today and still the same answer, there is no SLA and/or timelines when the review process will be completed. Anyone who is having the same issue, I recommend you put in a complaint with the OCC who is the regulator for KeyBank. Hopefully, when enough of us put in these complaints, the bank will consider changing their process.

lab tech

6 months ago

without a notice they froze my account

without a notice they froze my account. My direct deposit was blocked. I don't have access to my funds. There is no customer service, or explanation. So basically if they were an individual I'd have them arrested for theft. But since theyre a bank, I have to hope they give me my money. Oh and they owe me a $200 bonus. And they charge bogus fees

robert bodey

6 months ago

BEWARE NOW LAUREL BANK DEPOSITS…

I now have deposited $34k with Laurel Road / Key Bank. The money going in has been easy for deposits. Attempting to link accounts with my banks & investment accounts has been disastrous. Speaking with clueless customer reps has not been helpful . This isn’t my first rodeo linking bank accounts. It’s kind of interesting I can attach my Wells Fargo checking account to deposit funds, however I can’t link them to withdraw any funds. The response I receive from my link process with Laurel Road / Key Bank website is it’s an inactive account. I think it’s time this week for me to contact the FDIC AND FBI this week. This could be another FaceBook/ Meta fraud company.

c i

6 months ago

You provide an easy online experience

You provide an easy online experience. Great savings interest rates. Unparalleled bonus money for direct deposits. All banks should be like Laurel Road.

nkrumah jean louis

6 months ago

Amazing customer service

Amazing customer service , signing up for checking and savings was an easy process so far Soo good to be honest

hoa dao

6 months ago

Reliable online banking

This Laurel Road online banking is quite reliable. Their staffs are honest, fast and courteous. Their verification process makes you feel safe for them to handle your banking needs. I hope to see them grow nationwide.

andrew contafio

6 months ago

Unique promotions you have

Unique promotions you have. I’ve been direct depositing my SS check every month into PNC for years and they have given me jack.

candice dillard-winnex

6 months ago

Hello customer service is great…

Hello customer service is great everyone that I speak with is very nice and helpful and friendly thank you so much!

angie

6 months ago

DO NOT GIVE ANY MONEY TO THIS COMPANY!

DO NOT GIVE ANY MONEY TO THIS COMPANY! Looks at all the similar reviews how this company is screwing over anyone trying to transfer money out!!!! BEWARE!!! I initiated a transfer and they did not tell me they were locking me out of my account. I just thought the app was not working (again!). So I tried to log in online instead and then they had a pop up saying to call to get your account unlocked. I thought maybe the password I had put in wrong. So I had to call to learn my account was locked due to the transfer I initiated and they were looking into fraud. NO notification otherwise from them. Not even an email. I had even verified micro deposits before initiating the transfer. So isn’t the point of microdeposits for verification?!?! Then they take 10 business days just to assign it to someone to even look into it for fraud. You can not talk to the fraud specialist. They state they will let you know of their results via letter at an unknown time. I even talked to their Executive Office at KeyBank who really isn’t helpful at all either because they need to try to talk to someone at Laurel Road. So anytime I call it’s an hour call because it’s constantly being transferred and talking to multiple people, yet no one can ever provide useful information or resolve the issue. A month of being locked out so far at this point. (PS love how they listed a number to call in response to this message that when I did call just rang and rang!!! If that doesn’t tell you something!!!)

yatish bhandari

6 months ago

Fraud - STAY AWAY!

Laurel road advertises a grat APY on their savings account. When I transferred over my emergency fund to the savings, a few days later my account was frozen (and still is). Customer service does not know or will not say why. I'm not able to login to my account and I cannot withdraw my funds with a complete lockout. Customer service says the account is under review (from what exactly???) and that a letter would be sent to me if the review was completed and my account would be unlocked or CLOSED???? I'm okay with closing the account, since I don't plan to keep it open anymore after this instance, but when asked would I be sent a check for my funds, the customer service did not know! This is utter fraud from a bank and a brand I trusted in the past. I'm looking for a legal advice now. They need to be sued!!

steve

7 months ago

Restricted access to account and funds!!!

I don't recommend this bank if you want access to your own funds and lack of customer service. I opened a Laurel Road Checking and Savings account recently. They locked the Account for no reason and restricted my access. I called the customer service they told me I had to wait 15-30 business days to review and up to 7 business days to receive a piece of mail for more information on the why my account is under review! Why couldn't they review my account before opening and accepting deposits instead of locking me out for over a month?

jerry carter

7 months ago

This company offered a bonus for direct…

This company offered a bonus for direct depositing 2500 into a checking, after the direct deposit was made and I qualified I tried to use the 2500 and they froze my account and locked me out of the online portion, the few people I have talked to are clueless and key bank doesn't want to help either. It's now been 15 days.

james vega

7 months ago

They defrauded me

They defrauded me. I opened a savings account with $5000, I have a checking account that my payroll direct deposit goes in and they locked both accounts. I wrote checks from my checking account and they are bouncing left and right. I am going to contact FBI to report them. Their actions indicate criminal intent. Stay away from them they will do the same.

anastasia

7 months ago

I would like to rate this higher

I would like to rate this higher, but I too have had a problem with my account being frozen for fraud, without notice, over a weekend, and customer service wasn't available. I also had the displeasure of speaking to someone that had no idea what they were doing, at. all. I was able to speak with another individual during another call who was able to address my needs and concerns quickly and efficiently. Laurel has a good loyalty/work perks program, but I am surprised at some of the issues I've had. My questions since the initial incident have been handled well, by that same person who was helpful. If I'm able to go a few months without issues, I'll be happy to revisit my rating.

sachan prusty

8 months ago

Potential fraud by Laurelroad/Key Bank

Despite my numerous attempts to seek assistance, I have yet to receive any help. If someone from Laurelroad happens to come across this message, I implore you to address this matter urgently. I have reached out a total of six times, including a call made today, but each time I am told there are no updates. At this point, I am beginning to suspect that the bank is intentionally scamming me. It has now been 22 days since this issue first arose.

sachan prusty

8 months ago

Account Restricted

Without any prior notice, my access to Laureroad has been restricted. Upon contacting them, they informed me that they cannot offer any assistance and do not know the duration of the restriction. I am now uncertain about what to do as a significant amount is held in that account.

paula fletcher

9 months ago

Loan process

The process was smoother than I thought it would be; everything being online sometimes is a challenge. They made it very easy for me and I appreciate that.

kenya lazovik

9 months ago

Don't keep their promises

I refinanced my student loans with them. They have a sliding scale interest rate depending on how much you direct deposit into their linked checking account. Originally my husband was having his check direct deposited and we had no issues. We like to front load his 401k so he was depositing the majority of his check into his Fidelity account. So I transferred my direct deposit to Laurel Road. I lost my discounted rate because they decided my employers direct deposits don't qualify as direct deposits. The only positive of this bank is the discounted interest rate I was receiving. Otherwise, this bank is inconvenient and impractical

karirose engel

9 months ago

terrible customer service

terrible customer service, approved for checking account and not allowed to get on line, employees will not tell me reason

scott mclaughlin

9 months ago

The entire process was so easy and…

The entire process was so easy and efficient. They provided constant email updates and reminders so you always new the status. Just tremendous!

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