Consumer complaint received 2024-03-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Paying off the loan
Company: KEYCORP
State: NV

Complaint narrative:
XX/XX/XXXX - Did a calculation on how much interest has been paid, over the course of 20 years which is {$53000.00} ; note the mortgage note itself specifies the amount is {$44000.00}. Sent to XXXX, to ask her to obtain explanation of this and why KeyBank continued taking payments through XXXX of XXXX when the term of the loan was over in XX/XX/XXXX. I am asking that XXXX give me explanation of this. She had promised to call me back on Tuesday, XX/XX/XXXX. 

XX/XX/XXXX - Sent XXXX at Key Bank email, asking for explanation : Mortgage note term was from XX/XX/XXXX, thru XX/XX/XXXX. Copy of mortgage note provided to her for reference. Unbeknownst to me that the term was complete, I continued making payments {$340.00} - XXXX XXXX {$330.00} - XXXX XXXX {$330.00} - XXXX XXXX {$330.00} - XXXX XXXX {$330.00} - XX/XX/XXXX ; totaling {$1600.00} XX/XX/XXXX - Advised XXXX, that the XXXX relations department has XXXX XXXX XXXX we did not make any payments in XXXX and instead had them placed at the end of the loan, an extension. Advised her I have been asking for a copy of the document that was allegedly signed by myself and husband since XX/XX/XXXX -- have never received a copy of the document -- our position is that we never agreed to any such extension. Provided the historicals to her that had been given to me showing this. Since most banks don't keep statements back this far ( most only until XXXX, as we found out ), I provided her copies of XXXX 's from XXXX ( {$3100.00} ), XXXX ( {$3300.00} ), and XXXX ( {$3800.00} ). Pointed out to her that if we did not make payments, KeyBank would not have provided us with XXXX 's. 

XX/XX/XXXX - Called and got XXXX from XXXX XXXX Support XX/XX/XXXX - Called Customer Escalations and got a rep by the name of XXXX, explained situation -- was told he would look into it and get back with me. 

XX/XX/XXXX - Received letter from KeyBank notifying me that KeyBank may enforce the provisions of the noted and that we are in default of now {$7200.00}. 

XX/XX/XXXX - Called customer service and was told I need to speak with XXXX in XXXX. 
Left message -- no return call. 

XX/XX/XXXX - Called and got a XXXX who I went over the issue again. 

XX/XX/XXXX - Called and spoke with an XXXX since I did not get a return call. She told me the amount owed was {$7200.00}. I told her that I am still waiting to discuss what that amount is for since my husband and I made XXXX payments over the course of 20 years. She said someone would call me XX/XX/XXXX - Called and spoke to XXXX who told me the amount owed was {$7600.00}. I explained my situation that I should owe anything. She said she would get with a supervisor and someone would call me. 

XX/XX/XXXX - Left message asking for return call. Also made what I believed to be final payment of {$330.00} ( XXXX Bank Account ) online via my customer portal. 


XX/XX/XXXX - Left message asking for return call. 

XX/XX/XXXX - Left message asking for return call. 

XX/XX/XXXX - Did not receive a call back from Wonderous or anyone from Key Bank. Spoke to a rep by the name of XXXX who promised to look into the event I was describing and get back with me. 

XX/XX/XXXX - Called XXXX to inquire why their website is showing that I owe {$15000.00} as full payment for the loan ( which I thought should be complete after 20 years of payments. Wonderous from XXXX XXXX conferred with a supervisor and told me that I made no payments on my pool loan from XX/XX/XXXX until XX/XX/XXXX. I told Wonderous that statement was untrue. He was telling me it was something I agreed to because of the pandemic and I immediately told him it was not true and I could provide copies of bank statements from the XXXX working accounts I use which are XXXX XXXX XXXX, XXXX, and XXXX XXXX Banks. He told me that his accounting team would look into this and get back with me on XX/XX/XXXX.

Company response to consumer: Closed with explanation