Consumer complaint received 2024-07-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: KEYCORP
State: CA

Complaint narrative:
My mortgage company ( Key Bank ) has taken a single mortgage payment ( {$5100.00} ) and did not credit it to my mortgage nor return it to my checking account, possibly due to a computer glitch. They also erroneously charged me a late fee even though I paid on time, am using autopay, and I am paying more than the amount due.. 

This appears to have resulted from a change in the mortgage amount due from {$5100.00} to {$5200.00} due to a change in property tax. 

The system rejected my autopayment and charged a late fee. This is despite the fact that I am paying an extra {$200.00} to the mortgage, so I am paying more than the amount due despite this change. 

In reviewing the checking account data ( copied below ), everything is perfect and I should have money in my account to make the payments. However, I only have {$1300.00} in my checking account and owe a full mortgage payment ( and a bogus late fee ). In reviewing the mortgage logs, this is because I have somehow made three XX/XX/XXXX mortgage payments and one was returned to the checking account ( I am using autopay and there should just be one payment every month ). I have spoken to customer service numerous times, and they can not resolve the issue. 

There are three payments associated with the XXXX Mortgage payment and one additional payment to the principal : Key Bank : Account Number XXXX XXXX ) XX/XX/XXXX {$5100.00} ( partial pay received ) XXXX ) XX/XX/XXXX : {$5100.00} ( payment to principal ) XXXX ) XX/XX/XXXX {$5200.00} ( payment ) XXXX ) XX/XX/XXXX {$200.00} payment to principal There is only one payment reversal ( in addition to a reversal of the {$200.00} payment to principal ) XXXX ) XX/XX/XXXX : {$5200.00} ( payment reversal ) XXXX ) XX/XX/XXXX : {$200.00} ( payment reversal ) There is a late charge assessment of {$190.00} on XX/XX/XXXX ( How can one pay more than the amount due and be charged a late fee? ) For the Key bank checking account, there is a transfer from my XXXX account of {$5300.00} on the XXXX of every month and then a transfer to the mortgage shortly after. 

The logs of the mortgage account : All Transactions To begin Search Click Enter Activity Scheduled DATE DESCRIPTION AMOUNT XX/XX/XXXX Partial Pay Received Payment + {$5100.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Late Charge Assessment Miscellaneous - {$190.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment Reversal- Nsf Reversal Adjustment - {$200.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment Reversal- Nsf Reversal Adjustment - {$0.00} toggle details for XXXXebit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Payment Reversal- Nsf Reversal Adjustment XXXX {$5200.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment To Principal Payment + {$200.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment Payment + {$5200.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment To Principal Payment + {$5100.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Partial Pay Received Payment + {$5100.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XXXX XXXX, XXXX Payment Payment + {$5100.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XXXX XXXX, XXXX Payment To Principal Payment + {$9.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XXXX XXXX, XXXX Hazard Insurance Disbursement Escrow Disbursement - {$1700.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment To Principal Payment + {$9.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment Payment + {$5100.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Escrow Disbursement XXXX County Taxes Escrow Disbursement - {$7000.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment Payment + {$5100.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Payment To Principal Payment + {$9.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Payment Payment + {$5100.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Payment To Principal Payment + {$9.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Payment Payment + {$5100.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Payment To Principal Payment + {$9.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Interest On Escrow Miscellaneous + {$130.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX Key bank checking account logs DATE DESCRIPTION BALANCE XX/XX/XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX XXXX XXXX Ext Trnsfr Deposit + {$5300.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX XXXX XXXX Ext Trnsfr Deposit XXXX {$5300.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XXXX XXXX, XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XXXX XXXX, XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XXXX XXXX, XXXX XXXX XXXX Ext Trnsfr Deposit + {$5300.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX XXXX XXXX Ext Trnsfr Deposit + {$5300.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX XXXX XXXX Ext Trnsfr Deposit + {$5300.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX XXXX XXXX Ext Trnsfr Deposit + {$5300.00} toggle details for credit transaction amount XXXX XXXX XX/XX/XXXX XX/XX/XXXX Interest Payment Interest + {$0.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX Internet Transfer To XXXX XXXX Transfer - {$5100.00} toggle details for debit transaction amount XXXX from XX/XX/XXXX XX/XX/XXXX XXXX XXXX Ext Trnsfr Deposit + {$5100.00} toggle details for credit transaction amount XXXX from XX/XX/XXXX 2023

Company response to consumer: Closed with monetary relief