Consumer complaint received 2022-07-21
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: KEYCORP (WA)

Explanation of complaint : On XX/XX/XXXX, I applied to refinance my home for a lower interest rate with Keybank. The home refinance officer that assigned to me was XXXX XXXX XXXX, during our initial in person meeting, I was told or promised a number of fee waivers. I was told due to the length of time I spent in the house and the loan to value amount was so low, the appraisal fee would be waived. I was also told that the process would be quick and simple. Additionally, I was told that I had to pay a {$500.00} deposit and it would be applied towards closing. When the paperwork came through for my review on XX/XX/XXXX it revealed a higher estimate and contradictory information from what I was told initially. I called and emailed XXXX XXXX XXXX to get answers as to why I was seeing {$1000.00} appraisal fee and other fees. XXXX explained that she tried to get fees waived but I didn't qualify. The appraisal specialist called me to schedule the appraisal and payment. In my concern, I contacted XXXX supervisor XXXX XXXX, to express my dislike of being led on to believe one set of information. On XX/XX/XXXX XXXX offered me a Home Equity Loan that would closely match the numbers that XXXX quoted in the beginning of the refinance process. We then switched the loan application to a HLOC. The week of XX/XX/XXXX, I reached out the XXXX via phone and email requesting updates, because I had not heard anything. XXXX replied the decision was still pending. On XX/XX/XXXX, I received the initial approval paperwork and reached out again to XXXX to explain the numbers I was seeing. The next communication I received from Keybank was late XX/XX/XXXX from XXXX XXXX who called to schedule signing. XXXX mentioned that my spouse had to attend the signing per State Law. I was confused by this because, I knew that if a home was purchased outside of the marriage, that a quick claim deed had to be conducted. I wasn't sure of the terminology but explained to XXXX that I've refinanced before and the things I was being asked didn't occur when I refinanced with XXXX XXXX  in the past. XXXX was firm and said, " that is the law ''. This did not sit well with me, so the following day I went into the branch to speak with XXXX. I listed my concerns with XXXX, stating how uncomfortable I was with the length of time this process had taken ( 6 months ), the {$500.00} deposit for the refinance/HLOC was not reflected in closing or even listed in the documents and finally my concern that I wasn't getting the right information regarding the signature process. XXXX proceeded to tell me that the {$500.00} was non-refundable and the length of time was due to Covid. Unsatisfied with these excuses, I withdrew from the process and said to XXXX I would send a formal request for a refund. I emailed my refund request on XX/XX/XXXX, to XXXX XXXX who had an out of office reply and therefore I emailed XXXX XXXX the same request. I have had no reply from a Keybank representative. 

Business Name : KeyBank National Association XXXX XXXX XXXX XXXX, WA XXXX Bus Phone : ( XXXX ) XXXX Email : XXXX XXXX