Consumer complaint received 2017-11-06
Company: KEYCORP
State: ME
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
My mother had home equity line of credit with Key Bank of XXXX Maine as of XXXX. Before she XXXX of XXXX on XXXX XXXX, XXXX she made sure the equity loan was paid off. Last payment of {$4.00} sent on XXXX/XXXX/XXXX. On XXXX XXXX, XXXX I signed a sales agreement for the house. On XXXX/XXXX/XXXX the title company for the buyer of our home found that this home equity loan had never been discharged.  Our closing date was XXXX XXXX, XXXX. My realtor went to the local Key Bank  branch where the loan originated on that day and explained the situation. I had e-mailed him her XXXX from XXXX along with her XXXX certificate, a copy of her Will and a copy of the checkbook page showing when it was paid. The only thing the teller said she needed was a copy of the house being sold, which my realtor left with her. On XXXX XXXX I went to the same branch office and they said they could n't help me, that I needed to call the headquarters. I called headquarters and they said they could n't talk to me if I was n't on the account. I told them I just wanted the lien discharged so I could sell my house. I was given a reference number and a fax number to Documentation Management.. I sent them a letter explaining the situation, along with 13 other pages. On XXXX XXXX I called and spoke to a different person who told me the reference number did n't exist and I needed to fax the documents to a different number. I did so and was given a new reference number. I again told them I just wanted the lien discharged so I could sell the house. At this point the closing was moved up to XXXX XXXX but had to be cancelled. I explained that it was urgent as the house was closing on XXXX XXXX. On XXXX XXXX I called again and spoke with XXXX and at this point I was very frustrated. She could not find anything under either reference number and said she could not talk to me about the situation until it was proven I was the sole heir. I again explained that I just needed it discharged, that someone had dropped the ball back in XXXX. She advised me to go back to my branch office and have them fax the documents and to get confirmation. I did so, taking time off from work. XXXX said she would call me on the XXXX and I said that would be too late. She said she would call just to make sure everything had been done. She did call me on the XXXX and said she still could n't talk to me about the loan. On XXXX XXXX I had to make my first mortgage payment on the new house I had purchased of {$530.00} which included interest of {$380.00}. If my closing had happened on time I never would have had to make a payment. On XXXX XXXX I spoke to a former Key Bank employee who told me they actually have 60 days to discharge the loan or they get fined. I looked on the registry of deeds and found that it had finally been discharged on XXXX XXXX, XXXX but when I spoke to XXXX on the XXXX she told me nothing had been done. This whole experience has been a nightmare and I hope Key Bank is held accountable for an error that was made over 3 years ago. I was very fortunate the buyers held in there, as this could have ruined the sale. As of this date, XXXX XXXX, I still have not closed on this house

Company response to consumer: Closed with explanation