Consumer complaint received 2023-12-07 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Paying off the loan
Company: KEYCORP
State: NV

Complaint narrative:
I have had this mortgage since XXXX and Key bank acquired the loan in approximately XXXX. XXXX years ago I informed my loan officer at the time, XXXX XXXX XXXX, that i wanted to pay the building off early because I wanted to retire. He told me I couldn't that I was not allowed to pay any extra payments. I sent a complaint to the commission of insurances and because of this XXXX XXXX and I came to an agreement that as long as I sent in the payment w/extra principle by the due date then the money would be applied. 
I have a new loan manager, XXXX XXXX XXXX ( XXXX XXXX is his supervisor ), and I told him I wanted a payoff letter. XXXX XXXX promised me the letter so that I could pay off my loan by XX/XX/XXXX. I spoke to him XX/XX/XXXX and she stated I would have the letter by the next day giving me enough time to pay. I didn't receive the payoff statement which is dated XX/XX/XXXX until that day and I had to leave for XXXX XXXX  directly after work on an aircraft to the XXXX. XXXX XXXX did this on purpose so that I wouldn't be able to pay my loan off. I didn't want to be late with my next payment so I paid that on XX/XX/XXXX online and requested another payoff statement. To this date XXXX XXXX has {$3900.00} on hold and not applied to my loan- it is sitting in my account unapplied - and today he had the audacity to tell me that he is holding it there because he said that is my XX/XX/XXXX payment. I gave him direct instruction to apply the money to the loan and to provide the new pay off quote. He provided me the same payoff quote and is telling me that on top of the unapplied money he is holding I still have to pay the same payoff amount. Additionally, he has added {$1500.00} to my bill and has stated that this is for the attorneys to reconvey the lien. The statement has a charge for {$250.00} to reconvey the lien as well. I have spoken to my attorney who is also a mortgage broker and he has looked at the statement. He said that it is Key Bank 's obligation/responsibility to reconvey the lien and cover the legal expense to process the release not mine. My attorney states this is Key Bank 's efforts to try to make me pay a prepayment penalty which is not part of the agreement. Please help these banker are knowingly committing an assault on me to defraud me of money they are angry I've paid for the loan early. They are bullies whose strategies have caused me to want to get rid of them as soon as possible. I have today wired money to pay off the loan but If I don't get help from the bureau I believe they will not do the right thing and process my loan honestly. XXXX XXXX admitted to me today that I have been a month ahead on my payments and with out my knowledge they have taken my payments and held them for XXXX  days without applying it to the loan in an effort to wrack up more interest. They have defrauded me of my money and are continuing to defraud me as I walk out the door. Please help!!!!!!! I have no hope that they will give me the lien which is rightfully mine. XXXX XXXX

Company response to consumer: Closed with monetary relief