Consumer complaint received 2021-04-12
Company: KEYCORP
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I made an extra payment in XX/XX/2020 towards my principle, {$620.00}, the bank did not apply it that way. My next auto payment withdrawal the bank took a partial payment ( regular pmt minus the {$620.00} ). I went to the bank and I suggested the bank just take the extra {$620.00} that day ( I knew I would lose some interest $ but wanted to get it done ) and apply it to the principle, they agreed to do so. Another payment posted towards the mortgage and still the extra principle pmt did not post, I realized that the bank misapplied the payment towards my auto loan in error. I attempted numerous calls and in person visits to get this fixed, further payment had taken out, complicating this. The " back office '' who I was told attempted to fix and made numerous transactions on my account, to date the {$620.00} was posted 4 times but retracted 6 times. There are now over 20+ different transactions including partial and full payment retractions, the bank also took me off auto withdrawal without my knowledge, I was told I would have to make that pmt in XXXX and they would back date it, I made the payment but it was not back dated. In addition, my payments are now showing partially paid and I received 3 delinquent notices ( which is not at all true, the $ was taken from my account ). My balance is not accurate at all, each payment a small portion is paid to interest so I know where my balance should be, the bank also agreed that their is $ missing and needs to be taken care of ( per my conversation with the branch manager who spoke with the woman who " knows '' what she is doing ). I was advised that the balance was fixed but XXXX comes and the bank only takes a partial payment again. I again called ( now making it dozens total ) I told them they had one week to fix or complaints would be filed, they waited 6 days to get back to me, they claim it was almost fixed and then on the last day, they told me that to get the balance where it should be I'd still have to make $ towards the XXXX pmt, I told the branch manager this was not accurate, none of the amounts are accurate and clearly the payments have never been put toward the principle. I requested a call from the woman in the " back '' 2 more days surpassed she finally called me Fri, XX/XX/XXXX approx XXXX and left me a message, she was avail only until XXXX, I called her back and she was not avail, the woman I spoke w/was told that I work at school and those hours will not work, I was told that she would definitly call me back that day, to date no call backs. My balance is not accurate and is still showing my account is partially paid. I requested that all of the 20+ transactions be taken off of my account and post the payment in order so that it can be accurately done this time. I am also concerned regarding my credit report, if I am getting delinquent notices, they my credit report may be dinged. I should not have to put any more time in getting this resolved, nor should I be limited to the time before XXXX, they made the mistake, then it should be fixed and at a time that is good for me. I have made so many calls and have gotten very little response from the bank, they need to get this resolved.

Company response to consumer: Closed with explanation