Consumer complaint received 2024-04-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: KEYCORP
State: NY

Complaint narrative:
This is in regard to my deceased mother 's HELOC with KeyBank. I went to the KeyBank branch at XXXX XXXX XXXX XXXX, NY on XX/XX/2023 to bring the account current and to provide the death certificate. The bank rep I met with took my license, death certificate, scanned in the death certificate. I presented the payment voucher to him and said I wanted to pay the balance due to bring the account current. He advised me to contact another Keybank Loan Officer at a different branch and said " Call him he will know what to do '' I said why do I have to call him? He said he can tell you what to do, I told him the payment needed to be made regardless of me calling someone else because I did not want the account to go into foreclosure. He replied, " Don't worry foreclosures take a long time '' I told him it should not be going into foreclosure if I was here to bring it current ''. This rep should have consulted with his manager within his branch to process the payment rather than to refer me to another branch location. I called the other Loan Officer the same day and left a message. On Tuesday XX/XX/2023, the loan office returned my call and said he didn't know why the bank rep didn't take the payment and that he would look into it and call me back. By Wed XX/XX/2023, I took it upon myself to visit another KeyBank branch at XXXX XXXX XXXX, XXXX NY to attempt to make the payment and was told by this branch manager/VP that they could not access the account, it was locked out at the branch level. This manager contacted someone on the phone, came back and provided me with a phone number to at attorney XXXX XXXX XXXX XXXX XXXX XXXX I asked him when the account was turned over to the attorney, he indicated it went to the attorney 's office on Tuesday XX/XX/2023 THE DAY AFTER I VISITED THE BRANCH ON MONDAY XX/XX/2023 TO BRING THE ACCOUNT CURRENT. I have been in contact with KeyBank 's Executive office XXXX and has had a case open since early XXXX trying to get RESOLVE and all I have gotten was the run around. 1st the Executive Rep tried to say they could not prove I was there on XX/XX/2023. I said XXXX XXXX scanned the death certificate in the system and he took my license, how could you not see that in the system. After being XXXX around for another 45 days, I went back to the XXXX XXXX XXXX XXXX met with XXXX XXXX asked him if he remembered me and what did he do with the documents I provided while there I contacted the Executive Office Rep so she could verify with him that I was there. I should not have to go through all of this, I came to the bank voluntarily to make a payment and to provide documentation. KeyBank is clearly negligent with how my visit to the branch was handled. Now that they attorney are involved thousands of dollars are being accumulated trying to make it impossible for us to retain the property. All I look for is KeyBank to provide a resolution, remove the attorney out of the process because it would not have went to an attorney if the bank rep processed the payment.

Company response to consumer: Closed with explanation