Consumer complaint received 2023-08-08
Company: KEYCORP
State: OR
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
XX/XX/XXXX : Refinanced Federal student loans with XXXX XXXX ( a member of XXXX XXXX XXXX  [ XXXX ] at the time ). {$130000.00} 15 year 5.5 % APR monthly payment {$1100.00}. 
XX/XX/XXXX : Informed that XXXX XXXX contracts with XXXX to manage their student loan payments XX/XX/XXXX : Pulled out a private ( non-education loan ) from XXXX  : {$17000.00} with XXXX 9.240 % XX/XX/XXXX : Started having trouble making payments with both student loan and private loans. 
XX/XX/XXXX : Lost job and put in forbearance request ; not able to use forbearance with private loan XX/XX/XXXX : Forbearance for private student loan ends. Still unable to make payments ; loan becomes late. Made several attempts to make payments throughout remainder of XXXX XXXX. 
XX/XX/XXXX : Made payment with XXXX XX/XX/XXXX : Requested Forbearance again XX/XX/XXXX : Forbearance request denied by XXXX XXXX XXXX At this time and knowing I would default with current lender, I attempted to refinance with different private lender. Unfortunately my XXXX XXXX was too low and no lenders were willing to refinance with me. 
XX/XX/XXXX : Student loan with XXXX falls into default. *Drops off my credit XXXX XXXX XXXX : Started receiving communication from KeyBank that my student loans were in default. Never received communication that loans were being transferred. 
XX/XX/XXXX : Signed up for debt relief with XXXX XXXX XXXX ( specifically XXXX ). XXXX defaulted private loan from XXXX to that program ( only shows up on XXXX credit report as " late '' although it is technically in default status. They are unable to assist with private student loans. 

XX/XX/XXXX : Called KeyBank and spoke with XXXX. Informed that my loans ( formerly XXXX XXXX was now part of KeyBank ) XXXX Also received the following information : student loan balance is {$130000.00}. Requested paper copy of balance. Told at the time that there would be no penalties, no fees, and no interest on my outstanding balance because the balance above included the total interest for the life of the loan. I requested that information to be sent in writing, but she said that was not possible. Was told that the only way to make payments was to call KeyBank customer service, request XXXX, and provide checking routing/account number. I stated I could make $ 800 monthly payments, but needed documentation from XXXX/KeyBank. 

Requested that after each payment a statement be mailed to my address. Was told that KeyBank was unable to provide a statement, but could provide payment history that I would need to request each month. KeyBank was also unable to set up recurrent payments/auto pay, and unable to offer online access to my account information. 

XX/XX/XXXX : received payment history as requested to XXXX : Charge off date : XX/XX/XXXX -balance ( per XXXX XXXX : {$130000.00} XXXXbalance ( on payment history ) : {$120000.00} -balance ( on different part of payment history paper ) : {$120000.00} XX/XX/XXXX XXXX : spoke with XXXX, told verbally that balance was {$120000.00} XX/XX/XXXX : called KeyBank to make payment and told that XXXX was no longer in charge of my account. New employee XXXX would be handling payments going forward Spoke with financial advisor regarding payment history paper received in the mail, who clarified the following : Principal : {$120000.00} Interest : {$2000.00} Total owed : {$130000.00} XX/XX/XXXX : Concerned with payment process and methods being employed by KeyBank, went to local branch and spoke to XXXX XXXX XXXX. Voiced concerns with bookkeeping and potential embezzlement. He voiced that it was reasonable to ask for a statement after each payment. He asked for copy of KeyBank pay history and bank statements, which were emailed to him on XX/XX/XXXX. 

Local branch information : KeyBank XXXX XXXX XXXX XXXX XXXX, OR XXXX XX/XX/XXXX : XXXX at local branch was able to have charge off letter from KeyBank and payment history sent directly via fax. I picked up hard copy from branch. 

XX/XX/XXXX : Consulted XXXX XXXX regarding situation. Everything seemed copacetic at the time. 

XX/XX/XXXX : Received call from XXXX at KeyBank asking for payment. I remitted {$800.00} one-time payment ( confirmation # to serve as receipt of payment ). As agreed with KeyBank, started to make monthly payments of {$800.00}. Difficulty in reaching appropriate person ( can only make payments to a single person [ i.e., XXXX ] during working bank hours ) XX/XX/XXXX : After making numerous payments successfully and receiving payment history via postal mail ( still not reported on credit report ) that XXXX was leaving his position. Informed that two employees of KeyBank would be taking over : XXXX and XXXX. 

XX/XX/XXXX : attempted several calls with KeyBank representatives. At every time neither XXXX nor XXXX were available. Requested call back each time. Never received call back. Unable to remit payment for month of XXXX and XXXX. 

XX/XX/XXXX : Received call from XXXX. Informed current balance {$110000.00} ( matched my records ; not on credit report ). 

XX/XX/XXXX : Called KeyBank to inform them I lost my job and I would need to pause payments until I get settled with a new job. Stated that I would call them back when that occurred. 

XX/XX/XXXX : Called and spoke with KeyBank representative. Informed that account was now in " litigation hold '' and no longer with KeyBank. Explained that sporadic payments was the rationale. I escalated the reason for sporadic payments was difficulty in remitting payments. Informed that I am no longer able to make payments, unable to get me in contact with KeyBank legal department. 

XX/XX/XXXX : called KeyBank again. Informed that I am unable to contact anyone in their legal department, nor can they provide me the attorney as that person has not been assigned. Informed that attorney would contact me. Also unable to accept payment at this time. 

During the period of time when private ( non-student ) loan was in default, KeyBank/XXXX  XXXX keeps marking as " late '' on credit report even though account is in default. Unable to discuss settlement with XXXX company.

Company response to consumer: Closed with explanation