Consumer complaint received 2019-04-18
Company: KEYCORP
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Account # XXXX On XX/XX/XXXX I was alerted by my credit report monitoring service that my mortgage account payment with Keybank was reported for 30 days late. I checked my bank account for my online payment records and it was documented that my XX/XX/XXXX payment was sent to the mortgage payment processing company on XX/XX/XXXX as instructed. I attempted to log in to the mortgage payment processing company ( XXXX ) online to confirm receipt and was unable to access my account. I contacted Keybank the next day to inquire and was ultimately informed by the Customer Service Rep that the bank changed payment processing companies back in XX/XX/XXXX and XXXX was no longer accepting payments as of XX/XX/XXXX. With the change in payment processing, the address for sending payments, along with the online site and customer service had been changed. I informed the customer service rep that I never received this change in companies or process, and I was still sending my mortgage payment to XXXX. I informed the rep that my XX/XX/XXXX payment had been sent automatically through online banking and the XXXX payment had just been sent today. The rep would not disclose what address that the notification of change in payment processing was sent to. When I finally logged into the new site for loan servicing I discovered that the mortgage company had the incorrect address on file ( I had not lived at that address in over 2 years ) and incorrect email address ( I had discontinued using that email address over 3 years ). I also discovered that this mortgage company had been charging me for late payment over the past couple years, indicated that they didn't receive my mortgage payment until the XXXX of each month. This is not accurate, because documentation from my online banking shows that the payments were received on the XXXX of each month, which is within the accepted time frame. Keybank was processing the payments based on when they received from the loan servicing provider, instead of when the loan servicing provider received them. 

I also attempted to pay my account online and was not able to add an account so I can make a payment. I contact the Keybank again on XX/XX/XXXX to resolve the issues with my account and request that they contact the credit bureaus for inaccurate reporting of 30 days late on my account. After waiting on hold for 30 mins, I was finally connected with a manager in Customer Services for Mortgages. When explaining the situation, the representative did not give me the impression that Keybank wanted to resolve the issue. She indicated that notices of the change in payment processing was sent out to a PO Box , but was unable to provide an exact address. She indicated that calls were made by the collections dept, but unable to confirm dates and time. She indicated that the address for mailing and phone number was confirmed by the previous mortgage payment processing company, XXXX. I then asked to speak with a manager and was put on hold again for another 15 minutes. 
After being on hold again, I advised I would call them back.

Company response to consumer: Closed with explanation