Consumer complaint received 2022-08-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: KEYCORP
State: WA

Complaint narrative:
Keybanks XX/XX/XXXX response to my complaint filed on XX/XX/XXXX failed to provide answers to the specific questions that I brought up; but instead, attached 8 of the 9 documents that I had previously received, read and had nothing to do with what I asked. The one document, Uniform Borrowers Assistance Form was something new, but also had nothing to do with providing answers for any of my questions!

The complaint cases that I filed will stay open as long as I have not received specific answers to my questions. I can never agree to Keybanks decision for closing a case without providing satisfactory, specific and complete reply to my relevant questions The complaint I filed against Keybank ( KB ) addressed a few issues that KB deliberately ignore and not responding to them. One particular issue is the non-transparency of KB with record keeping. I am now bringing that up for the sixth time, and I am hoping to get an answer from KB. 

On the XX/XX/XXXX email Id asked for detail account activity and history showing all event entries. I did receive on XX/XX/XXXX, XXXX pages of account information but lacking three and one-half years of data. I wrote an email on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX listing all the missing pages that I like KB to send to me so I can review them. Id not received a reply then, and had not received a reply on the same topic for the inquiry on XX/XX/XXXX. Below is a listing for all the months and years of records that I want to review. Please look into this issue seriously, and provide the missing data as quickly as possible for it has been over 9 months since I asked for them : Past KeyBank Loan account Activities and History data Missing XXXX XXXX through XXXX data XXXX Missing entire 12 months of data XXXX Missing entire 12 months of data XXXX Missing entire 12 months of data XXXX Missing XXXX data I also complained of the unjust property appraisal without prior notification to me, and for charging me to pay for the service and product way below standard. As a consumer ( and if I have to pay for them ) I have the right to receive quality and accurate appraisal reports; but I had not, and I had submitted to Keybank the two sample appraisals done so unprofessionally and filled with errors. Are those the type of reports consumer must review prior to buying or refinancing a home? Those property appraisals charges are not enforceable for the following reasons ; ( 1 ) Key Equity Options Agreement expired on XX/XX/XXXX, ( 2 ) no prior written notice that I received for property appraisal, ( 3 ) appraisals were orders unreasonably frequent given the market condition had not fluctuated drastically, and ( 4 ) service and report for the appraisals were poor, inaccurate not representing the actual property. Please remove those charges completely. 

KeyBank letter dated XX/XX/XXXX paragraph 3 admitting an account number change notification was withheld and not sent to account holder resulting as a KeyBank error. KeyBank letter dated XX/XX/XXXX was stamped NOT SENT on the upper right corner, a notification that my loan account number was changed. Keybank letter dated XX/XX/XXXX admitting that a bank error occurred whereby fees in the amount of {$120.00} were inadvertently omitted from the Transaction Activity reflected on my periodic statements. Those were just a few of the bank errors made and admitted by KB. All in all I have reasons to believe that someone within KeyBank deliberately creating those errors to throw some account holders account off balance for some specific purpose ; in addition to create a climate that I do not want to repay the debt I owed. 

KeyBank had not address the root cause of why I had so many problems with my account to begin with, that is, miscommunication and poor record keeping! Please explain why I had to file for a change of address 4 times before a correct address showed up in my loan account? 

KeyBank also denied sending harassing in nature phone calls to me, and claimed that those calls were aimed at assisting me. Those callers during the XXXX time frame had heavy accents, very difficult to understand and unable to articulate speech ; just wanting the consumer to pay is not harassing? I am requesting KB to answer all specific questions with specific answers, and quit sending me stacks of documents expecting me to fish out the answers ( if the answers were actually there at all ). Thank you.

Company response to consumer: Closed with explanation