Consumer complaint received 2019-11-27 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: KEYCORP
State: PA

Complaint narrative:
In XXXX we claimed Chapter XXXX Bankruptcy but continued to pay the mortgages on our home. Key Bank was 3rd lien holder. Even though the mortgage was being paid, we were denied online access and statements to our account and were told where we needed to mail our monthly check. In XX/XX/XXXX when we did not receive our XXXX form for tax filing purposes, we called Key Bank and were told the loan was charged off and we were not being charged interest any longer and would not receive a XXXX. We continued to make payments on the loan until XX/XX/XXXX when we met with an attorney to discuss our rights since we were being denied access to account balances/payments etc. The attorney advised us to stop paying on the mortgage because it had been charged off. After 10 years of recovery we are re-mortgaging our home and Key Bank has the 3rd lien still on title. We were able to receive payoff statements on the 1st two mortgages from XXXX XXXX within 24 hours. We placed a call to Key Bank on XX/XX/XXXX in order to negotiate a payoff to clear the title for settlement on our new mortgage. We made an offer for {$15000.00} to settle the loan. XXXX told us that we would hear back concerning this within 24 hours. On XX/XX/XXXX we called and no decision had been made on the {$15000.00} offer. On XXXX XXXX we called still no decision. On XX/XX/XXXX we called and we were told by XXXX this offer of {$15000.00} was approved and we would receive our faxed payoff statement within 48 hours. On XX/XX/XXXX we called because the faxed payoff statement had not been received and were told to call back later that afternoon, when we called back that afternoon the call taker was very confrontational. She made statements that this has been in default since XXXX and that things take time and we did not know what we were talking about. We told her we were going to contact the Consumer Financial Protection Bureau and she responded that we can contact whoever we want. We asked to speak to a supervisor she said no. We then placed a call to customer service and were sent right back to the loss mitigation department and another man who was also confrontational would not offer any help. On XX/XX/XXXX we called to ask when the fax was being sent and they said we had just asked for it the day before but we explained it had been requested on XX/XX/XXXX. On XX/XX/XXXX we called again and spoke to XXXX who said she would email the manager of the faxing dept. to expedite the fax. We even gave them 2 fax numbers to help the situation. That was the last call we made and no fax was ever received. On XX/XX/XXXX we refinanced our home and because we did not receive the payoff settlement statement from Key Bank, the tile company has held funds in the amount of {$27000.00} in escrow the full amount of the original loan as it shows on title until we can receive the settlement payoff statement. Still to this day XX/XX/XXXX we have not received a faxed or mailed payoff settlement statement. We are unsure at this time since the account was charged off if we even still owe this money. We have tried in very good faith to negotiate a fair payoff and receive the settlement payoff statement to clear the title on our home but Key Bank has been uncooperative and discriminatory to us because of the bankruptcy and financial situation even though we contacted them to rectify the matter.

Company response to consumer: Closed with explanation