Consumer complaint received 2018-07-12
Company: KEYCORP
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
I have a private student loan through Key Bank - which has been handled through different servicers, but I was directed to speak directly with the bank when I lost my job unexpectedly back in XXXX. I lost my job on XX/XX/2018 - I called Key multiple times over the next week to get information regarding a temporary hardship forbearance. 
They explained that they do not give forbearances but I could apply for a temporary extension. Figuring this was my only option, I asked to apply. They informed me that since my loan was late, I could not apply. I spent the next few months ( up through XXXX ) making double payments just to get caught up to apply for the extension. 
I was finally up to date and called Key Bank to apply for the extension - they asked me a handful of questions regarding my income and employment info - I explained that I had lost my job and needed a few months to get caught up - I requested an extension through XX/XX/XXXX - explaining that I was currently unemployed. 
I was denied that extension, due to the fact that unemployment is not a short-term hardship - even though I gave them an end date of XX/XX/XXXX. I called my point of contact for the extension process and was talked to as if I was the scum of the earth. She explained that there was no way I would get an extension and essentially, tough luck. She was rude, berating, and inappropriate. 
I called the next day and requested to speak with someone different - they transferred me to the same person who gave me the same answers. 
At the beginning of XXXX I accepted a part time job - I called back to file for a new extension since my circumstances had changed. 
I answered the same questions, and gave the same date of XX/XX/XXXX to return to normal payments. The woman on the phone had told me that it would be approved and I would get something in the mail within the next week. 

I never got anything in the mail, no denial or acceptance letter. 

In the meantime, my servicer changed from XXXX XXXX to XXXX XXXX. 

I am still experiencing a hardship, as the job I took is only part time and I am currently making {$100.00} per week. I can not afford my payment, and called Key Bank again this week to discuss my options. They explained that my extension had ended and I was expected to make full payments. I had explained that I never received any paperwork regarding the extension - not to mention I was still charged payments for XXXX, XXXX, and XXXX - so I just suspected that the second extension was denied since I did not get any paperwork in the mail. The woman from Key Bank, again very berating and rude, explained that there was nothing she could do for me since my extension was up. I told her I hadn't received any information or paperwork regarding the extension and was still expected to make payments for the months that would have been covered under an accepted extension. I asked if I could apply for another extension, since I was never informed of the result of the last one - she explained that an extension can only be applied for once every 12 months, so I could not apply again. She explained that there was nothing she could do, she demanded I make a payment, I hung up the phone. 

Key Bank has been more than unwilling to work with me throughout this hardship. As stated, I UNEXPECTEDLY lost my job. One day I went to work and the facility owners explained that we were closing and didn't have jobs effective immediately. 
I've done nothing but search for employment since then. Key Bank continuously treats me like I don't deserve to be listened to and they are completely unwilling to help.

Company response to consumer: Closed with explanation