Consumer complaint received 2022-09-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: KEYCORP
State: CT

Complaint narrative:
The first part of this I reported on XX/XX/2022. I since feel the company has retaliated against me. 
In late XXXX I applied for a mortgage ( acct- XXXX ) forbearance due to Covid related health issues. I was granted reprieve and 3 months of mortgage payments are moved to the end of my loan. This essentially waived XXXX, XXXX, and XXXX. However, the escrow XXXX was not sort of that adjustment I was granted 5 years to balance out escrow. I was then scheduled to restart paying XX/XX/2022. I was not able to pay that month until XXXX. In which XXXX, I called in spoke with a collections representative and paid XXXX and XXXX together a total of {$2600.00}. This amount is not in dispute. I was told this would catch me up. I will then be able to resume normal payments. Therefore, in XXXX I tried to pay through app and could not so I called back in. I was then told that the issue was confusion around the escrow Carry over until I catch that Portion up it will look like Im behind. They then took the payment over the phone. I call in today to make my payment. I was on the phone for over an hour and still was not able to make payment. I was put from customer service to collections to loss mitigation, then ultimately told to leave a message for escalations. XXXX XXXX single point of contact thinks there XXXX XXXX payment was misapplied so the payments Im packing are not posting to account. However, the frustrating part is I dont want to have to go through this each month. I feel it interferes with my account access and it increases the chance of getting a 30 day late. Such as today, Im attempting to make payment on the last day of month which is with in my right. But because of their internal issues they refused to collect although Im not behind they said talk to escalations and Im the meantime theyll send me a payment recap. We reviewed my payment from bank account with no discrepancy but still they refused. An error like this could cause s false foreclose. Customer service- XXXXXXXX XXXX single point of contact in loss mitigation On Friday XX/XX/XXXX I was notified by my credit monitoring that I had a missed mortgage payment sparking me to call the mortgage company after speaking to a few people I was told that I have to speak to the executive relations team- XXXX XXXX Prior to transferring XXXX in escalations told me last Friday a check {$3.00}??? Thousand dollars was returned and my last payment of {$1200.00} was returned and foreclose for the amount of {$5.00}??? Was initiated. When I inquired further she said I had to speak with XXXX. After trying to get her on the line for an hour she refused to answer answer any questions stating that because I filled a complaint she must respond in writing she has no answers for me I explained there was not an impending foreclosure at the time and before my credit wasnt elected she said she takes not of my concerns and theyll be in my written response. I then called the cab who said I have option to withdraw claim if I choose. I then called back and a the person answering conveyed a message from XXXX which essentially was the same, my response will be in writing

Company response to consumer: Closed with explanation