Consumer complaint received 2019-06-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: KEYCORP
State: OH

Complaint narrative:
On or around XX/XX/XXXX, my wife and I applied for a pre-approval for a mortgage from Key Bank. We submitted all the required forms, and after pulling our credit on XX/XX/XXXX, we received a pre-approval for {$170000.00} with 5 % down. 

About 3 weeks later, and after getting our home ready to list since we were pre-approved, we listed our home for sale with XXXX XXXX. XXXX XXXX was our listing agent, and a friend of my wife. Please understand, we would have NEVER listed our home had we not been told by Key Bank that they would give us a mortgage. 

Immediately someone took her pictures, and created a craigslist scam rental page. The warning post our realtor made, and published can be viewed at XXXX and going to the blog section. This blog post was also listed on XXXX. 

We had people coming to the door and looking in our windows, some even trying the door to get in. 

As this was going on, Key Bank 's loan officer XXXX XXXX of the XXXX, OH offices was reaching out to all the people he needed to talk to. He began requesting documents 3 and 4 times. XXXX XXXX, another Key Bank loan officer was brought into the fiasco and began my verification of employment process. He requested a VOE from my boss multiple times, and harassed her over the phone telling her how to do her internal book keeping. XXXX XXXX at this point, in a conference call with XXXX, and my boss took it upon himself to walk into the hallway and call my boss ' cell phone from his personal cell and tried to instruct her on what to say. She expressed her dissatisfaction to me about the position I had put her in, as she was harassed multiple times for the same thing. 

XXXX XXXX also told me that the order to terminate child support from the XXXX XXXX XXXX of XXXX  was not an acceptable document to verify my daughter 's birthday, even though it was stated in BOLD in the middle of the document. When I told him I was going to nitify the clerk of courts and let them know his stance on this not being an acceptable document, we received notice that it would do. He requested her birth certificate.. 

This process became worse when on XX/XX/XXXX we needed closing statements signed by all parties. Our closing was scheduled for XX/XX/XXXX. We received a phone call from XXXX XXXX stating my wife 's credit score was 4 points too low. Upon checking our credit reports, we saw that Key Bank had pulled another hard inquiry on our credit report. This was unauthorized at the time. XXXX told me in a phone call that he didn't pull my credit again, but stated in a call to my wife, he had done it to see if anything new had appeared. This pulling of our credit dropped our credit scores over 50 points. Now they wanted to say she was 4 points too low. 

They told my wife, and my realtor at this time that I ( XXXX ) was already approved for the loan by myself, and that all we needed to do was remove XXXX ( wife ) from the loan. Again, this was not only told to me, but to my realtor as well. 

We closed on the sale of our home on the XXXX of XXXX as scheduled. Please keep in mind, we would have never listed our home for sale had Key Bank not given us a pre-approval for a mortgage. This was done in good faith that they were being honest. 

We decided to move forward, at the urging of our realtor, with Key Bank because she stated we had already submitted everything and Key Bank had told her I was already approved on my own and we could now close on the XXXX of XXXX. 

We pleaded with the sellers to allow us another 9 days, and against their better judgement, they allowed us to modify the closing date. 

More phone calls and more lies came in the days ahead. On XX/XX/XXXX at XXXX, XXXX XXXX called me and told me that the only way the loan was going to be approved was under one of two conditions. This was an either or situation. We either pay off my car, or have reserves of 12 months. I had the 12 months of reserves, and XXXX acknowledged that I did as well in the phone call. I asked him what the issue was and he couldn't give me a straight response. 

He also told my realtor the same either/or situation. He stated this to her directly. 

Utilities were transferred. Our homeowners insurance company was even given a loan number and told to start the policy on XX/XX/XXXX. This group of lies was far reaching. 

We have received multiple loan disclosures over the course of the 10 week fiasco, and some of them weren't even for the loan we were applying for. 

I reached out to customer service over a dozen times, as did my wife, and realtor. We NEVER received any responses from the requests for customer service. 

The loan has, of course, fallen apart, and the sellers have moved on. 

Thanks to the reckless actions of XXXX XXXX and the rest of complicit Key Bank, my family is now homeless. 

My family is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Key Bank has been allowed to operate in such a manner that they are putting families that have little to no debt, and good credit scores on the street. Their actions are totally unacceptable, and should be viewed as such. This atrocity can not stand, and should not be allowed to happen to anyone else. 

Shame on Key Bank, their loan officers, and their customer service department. 

We do have emails, and call times but there area too many to list or attach.

Company response to consumer: Closed with monetary relief