Consumer complaint received 2022-11-26
Company: KEYCORP
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a mortgage with Key Bank. My ex-wife lived in our home from XX/XX/XXXX to XXXX XXXX She did not pay the mortgage during this time. I moved back into the home back in XX/XX/XXXX. The mortgage had gone into foreclosure, so I filed a XXXX XXXX in order to save our home. Key bank had sent in an amended amount owed of {$58000.00}. The XXXX XXXX trustee sent {$1000.00} per month to pay off the mortgage arrears until XX/XX/XXXX when I paid off the remaining {$31000.00} due. The money was posted in XX/XX/XXXX and XX/XX/XXXX bringing my Mortgage current and removing the foreclosure. I continued to make my monthly payments every month via the Key Bank phone pay system until XX/XX/XXXX. I attempted to call in and make my usual payment but it said the system was unavailable. I called a few more times and now it would just transfer me to a live rep that wasnt available. I decided to mail in a payment for the first time. Not seeing a credit posted to my account I called in and again couldnt get in. I called customer service XX/XX/XXXXXXXX XXXX  on the way to work and I was told my payment was likely sitting on someones desk since my account had a hold on it because it was 94 days past due!?!?!? She said I couldnt make just one payment. I was shocked and said Im current I check my account every month I make a payment. The only payment that didnt post was for XXXX and thats because of the hold. All my statements show me current! 
I panicked because I just paid off the foreclosure and I was being threatened with another one. I knew I wasnt late but didnt want to go through that again so I paid the {$6300.00} on the phone that day. I was told to call back in a couple days after the payments post. Once posted it should be corrected if my account was current. I called back on XXXX and the rep said she couldnt see my statements but a supervisor could. She checked and he confirmed he could see my current statements. On that call she said she could see payments posted to principal instead of a payment and that could have caused the appearance of late payments. She said it would be updated and I would hear back in a few days. I never heard back. I have called and spoke to over 20 different people at times being left on hold for extended periods, transferred around and " disconnected ''. I have spoke to customer service, collections, loss mitigation, gone into a branch and received a call from Key Bank Executive offices. On XX/XX/XXXX I made another {$2100.00} payment because I didnt want a 30-day late payment. Thats {$8500.00} in one month on a current account! 
XXXX from the executive offices had called me back on XX/XX/XXXX and showed concern and empathy which gave me some comfort this would be fixed. As of XXXX I have not heard back from her. I called in today and requested to speak with her but she also was unavailable. I gave my information to another rep who would pass along that I called I received a notice in the mail from Key Bank that if Im receiving financial hardship I can call XXXX XXXX  at Loss Mitigation. She would be my single point of contact. 
Options for assistance are : Refinance Modify loan terms Forbearance which temporarily gives more time to pay a payment-I asked for this option and was told this was only available for issues due to XXXX. Nothing on the notice says that!! 

Or- Sell my home : Not looking to sell in the winter when the market is down. 
Bottom line is Key Bank calculated what owed and corrected that amount with an amendment. 

I paid off all the arrears and paid all regular payments due. Key bank is trying to capture additional payments either by and error in their prior calculations or by intentionally overcharging. My standard payments were current and I paid off the arrears/foreclosure in full. There is no way a mortgage company would release a foreclosure if a mortgage is 94 days past due. 

This is highly unprofessional and illegal. It also has caused extreme stress and anxiety. And making {$8500.00} worth of paymnets in XXXX month completely crushed us. Its the Holidays and XXXX. Do you know what this does to a family! What kind of company does this to a family at the Holidays to a man who paid off all the arrears after being down {$58000.00}. And still made the {$2100.00} payment! 

I need this resolved immediately. 
XXXX XXXX XXXX

Company response to consumer: Closed with explanation