Consumer complaint received 2017-12-14
Company: KEYCORP
State: PA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I have a variable rate home equity line of credit with Key Bank since XXXX. I filed for Chapter XXXX in XXXX of XXXX and my bankruptcy was discharged in XXXX of XXXX and In XXXX of XXXX, my payment amount decreased from approx. {$600.00} per month to {$380.00}. This was Not a result of the variable interest rate as rates did not decrease during this time and even if they did my payment would not change this dramatically. In fact, Interest Rates actually increased during this period. This deceased payment occurred again in for my XXXX of XXXX payment. In XXXX of XXXX, I went to my local Key Bank branch in XXXX, PA and I met with XXXX XXXX XXXX XXXX. I asked XXXX why my payment had decreased for 2 months in a row. He did not know why. He said he would research this and get back to me. Later that same day XXXX called me and told me the decreased payment was a result of my bankruptcy filing. XXXX explained to me that I was eligible for a reduced rate due to my bankruptcy. I was told this would continue as long as I had the loan. I accepted this explanation and the variable payment was around the {$380.00} mark for all of XXXX until this current month of XXXX XXXX. 

My XXXX XXXX payment increased from approximately {$380.00} per month to {$540.00}. I immediately thought this was a mistake. So on XXXX XXXX, XXXX, I went back to the Key Bank in XXXX, Pa and met again with XXXX XXXX. XXXX said he had no recollection of our conversation from XXXX of XXXX. He told me he could not research this issue any further and I had to call Key Banks Bankruptcy Department because he is not allowed to speak with me due to the Bankruptcy status on my account. The Funny thing is, I was under the same Bankruptcy status in XXXX of XXXX, when I met with XXXX XXXX in XXXX of XXXX & XXXX had no problem speaking with me and doing research for me then. I trusted and relied on the information that XXXX provided to me in XXXX XXXX and now all of a sudden XXXX cant speak with me. One thing, XXXX was able to tell me on XXXX XXXX, XXXXis that my paper statements were turned off. My bankruptcy attny says that Key bank should not shut off my paper statements without notifying me and should have turned them back on when my bankruptcy was discharged in XXXX of XXXX. I had not received paper starter form Key bank on this loan from XXXX XXXX until I had to have them turned back on in XXXX XXXX. 

On this same day, XXXX XXXX, XXXX, I called Key Bank and they said they could not talk to me about my loan because of the bankruptcy and they conferenced me in with the Attorney firm of XXXX XXXX XXXX. I spoke with a XXXX. I explained all of the changes to my loan in the last year and she told me she would have to research the issue and it would take a few days. 

I called back again and spoke with XXXX on XXXX XXXX, XXXX. XXXX said Key bank response was that my payment changed because of the variable rate. Not only is this not correct, but anyone who is remotely educated could see these wild payment changes are not due to the variable interest! Whoever researched this issue from Key Bank could not have spent any less time looking into this issue and obviously could not have cared any less. 

Over the next 2 weeks I periodically called Attorney firm of XXXX XXXX XXXX and they said they could provide me with any new information regarding why my loan payments were changed without my consent. So at this point, I am stuck between a rock and a hard place because nobody at key bank will speak with me about my loan because they insist I must speak with XXXX XXXX XXXX. The people at XXXX XXXX XXXX have no clue about anything that is occurring with my loan and they are attorneys and no nothing about the terms of my loan. 

On XXXX XXXX, XXXX, I sent a certified letter to Key Bank and XXXX XXXX XXXX. As of today XXXX XXXX, XXXX, I still have not received a from either of them. 

I feel Key Bank committed several industry regulatory violations by changing the payment of my loan without my consent, providing me with incorrect information, changing the original terms by extending my loan duration beyond its original length and not notifying me of any changes they mad. I did not consent to any of this and need the following question answered by Key Bank. 

1 ) How can Key Bank & XXXX XXXX not keep records of our conversation /meeting that we had in his branch in XXXX of XXXX? How can Key bank not keep records of meetings with their customers? This is a regulatory violation! I was given specific information by the branch manger and if that is not correct then Key bank is liable for this. 
2 ) How can Key bank make any changes to my Home Equity Loan account without notifying, me, the account owner of the change? This was done twice, once in XXXX XXXX & XXXX XXXX. This is another regulatory violation. 
3 ) My bankruptcy attorney says that Key bank should not shut off my paper statements without notifying me and even if they did, Key bank should have turned them back on when my bankruptcy was discharged in XXXX of XXXX. All of this, does not excuse Key bank from making changes to my account without notifying me first. I view this as another regulatory violation. Why did this occur? 
4 ) I require a detailed explanation as to what specifically caused my payment to decrease in XXXX of XXXX and what specially caused the payment to increase in XXXX of XXXX. 
5 ) During the time frame of XXXX XXXX to XXXX XXXX, I need to know how theses unauthorized changes effected my specific loan. 
A ) Was there any missed payments of principal on this loan? 
B ) Was interest being added to my loan balance without my authorization?

C ) Was the terms or length of this loan extended or changed in any way?

Company response to consumer: Closed with explanation