Consumer complaint received 2018-10-07 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem when making payments — 
Company: KEYCORP
State: PA

Complaint narrative:
I was out of the country and received a letter from Key Bank regarding payment of my Loan balance of {$1100.00} The letter stated that I was overdue for payments. I did switch banks previously and there was a discrepancy in the auto debit that I had believed was being sent to Key Bank. I had never spoken to anyone from the bank regarding these missed payments. Online, my statement showed that I was able to pay off this loan by XX/XX/18. 

In good faith, I called Key Bank on XX/XX/18 at about XXXX XXXX  to resolve this issue and make an immediate payment. I was shifted around to several operators and divisions. Once I finally was put through to someone who could help, she said that the window to make a payment ended at XXXX ( EST ) that same day. This was minutes after I had gotten through to her. She said that the loan had been charged off at XXXX and was sent to the Recovery Department. I asked her to try and stop the process as it was literally 2 minutes over the alleged deadline. I offered to make an immediate payment of of my remaining loan amount and to pay off the entire loan by the actual due date of XX/XX/18. She said this could not happen. Asking for a supervisor I was passed around again for an extended time. I requested the policy of this arbitrary time of XXXX to be sent to me in writing. They allege that this policy does not exist in writing. 

I then requested the Key Bank Corporate office contact information. The Corporate address is : XXXX XXXX XXXX XXXX, Ohio XXXX. After finally reaching Corporate, I initially spoke to XXXX XXXX from the Executive office. She recommended I did not make a payment on XX/XX/18 and to wait for Corporate to investigate the issue. 

I was later assigned an XXXX XXXX XXXX agent, XXXX XXXX XXXX ( XXXX ). I discussed all of the issues including the bizarre cut off time of XXXX, the published date of payoff of XX/XX/18 not XX/XX/18. She said she had to research the issue and took several weeks to conclude that I would not be granted the reversal of charge off and must go through Key Banks Recovery Department and that the account has been reported to the credit bureau. She also had reviewed the recordings of my conversations and said she had no explanation for the made-up cut-off time of XXXX that I was told was the policy of the Bank XXXX If this was not the policy, I would have been able to make my payment and the account would not have been charged off. 

During our final conversation, I requested the policies of Key Bank that stated that a charge off would be initiated 128 days after the last payment received, the written policy that the cutoff time is XXXX, and the policy that a charge off is not reversible ( it is ), and documentation regarding the actual due date of XX/XX/18. 

After checking into this with the Office of the President, she returned to my call and stated that Key Bank does not have any written policies regarding these issues and that the process they followed was only provided internally. She also said Key Bank refuses to reverse the charge off at this point, I requested a follow up letter to be issued that detailed our conversation, including the details that Key had no written policies regarding these issues and that I was told on XX/XX/18, the last day for me to make a payment to not have my account charged off, that XXXX was the cutoff time. I received a letter from XXXX dated XX/XX/18 and many facts of the actual conversation were not documented and there were falsehoods and discrepancies regarding the conversations I had with XXXX and with other representatives.

Company response to consumer: Closed with explanation