Consumer complaint received 2018-04-04
Company: KEYCORP
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
On or about XX/XX/XXXX, I received a past due notice in the mail for {$170.00} for which I do NOT owe. I have talked to several representatives and have not been able to resolve this dispute. Please review the following documents that I have attached in reference to my complaint. 

Statement XX/XX/XXXX through XX/XX/XXXX : New balance, {$16000.00}. Minimum payment due for XX/XX/XXXX {$37.00} and past due amount is negative ( $ XXXX- ). Please note that I have a negative past due amount as a result of my previous CFPB complaint that was settled ( or so I thought ) in XX/XX/XXXX. As a result, KeyBank waived {$1700.00} in late fees, legal fees and interest. I was paid current. Billing me for past due amount is basically reversing some of the fees and interest that were previously waived from my first CFPB complaint. 

Statement XX/XX/XXXX through XX/XX/XXXX : New balance {$16000.00}, minimum payment due for XX/XX/XXXX {$88.00}, past due amount negative ( $ XXXX- ). 
Past Due Notice received in mail on or about XX/XX/XXXX for {$170.00}. Spoke to several representatives who offered to reallocate my XX/XX/XXXX ( {$100.00} ) payment to cover past due amount, of which I adamantly refused. I have received 2 monthly statements, since CFPB dispute settlement. Neither statement showed a past due balance. Ive made all my payments on time. All my payments have been the minimum amount due ( or more ) as per monthly statements ; yet, 2 months later, I receive a past due notice. This does not make sense. How can I be given a past due notice for something that I was never notified of in the first place? I do NOT owe a past due balance and again, all my payments have been timely. 

On or about XX/XX/XXXX, I received a letter from KeyBank stating at my request that my XX/XX/XXXX and my XX/XX/XXXX payments have been reapplied. I did NOT request or give permission for my payments to be reapplied and requested payment reversal. Why would I want my payments reapplied for a past due amount that I do not believe I owe? I called was to understand and dispute past due amount, for which, I still do not have an answer. No one seems to know. 

Statement XX/XX/XXXX through XX/XX/XXXX : New balance {$16000.00}, Minimum payment due for XX/XX/XXXX {$39.00}, past due amount negative ( $ XXXX- ). Payment Transactions : - {$100.00}, - {$44.00}, which are the XX/XX/XXXX & XX/XX/XXXX payments that I requested a payment reversals for in previous paragraph. - {$89.00} ( i.e. XX/XX/XXXX payment applied ). 
Statement XX/XX/XXXX through XX/XX/XXXX : New balance of {$16000.00}, Minimum payment due for XX/XX/XXXX {$340.00}, which includes Past Due amount of {$150.00}. Transactions : Now show payment reversals for almost every single payment made since XX/XX/XXXX, and some are new reversals! My XX/XX/XXXX payment of {$89.00} was reversed ; Why? 

There are so many changes to my payments that I can no longer keep track! I want to know exactly how my payments are being applied ( i.e. Principle, interest, late fees etc. ). WHY do I still have a past due payment of {$150.00}? Where did this come from? 
Lastly, I made all my payments online. I know for a fact that my XX/XX/XXXX payment of {$100.00} should have been all paid to principle. It also shows on Past due notice that it was paid to principle. I want confirmation that is how it was applied. Also know that several of my other monthly payments that I paid online should have been credited to the principle balance, as well.

Company response to consumer: Closed with explanation