Consumer complaint received 2017-01-15 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: KEYCORP
State: PA

Complaint narrative:
On XXXX XXXX, 2016 I went to the drive through at the XXXX branch. I provided the mortgage payment stub, from the bottom of the statement, and a check for {$830.00} to the teller ( XXXX ) and after additionally providing my husbands ' social security number, she provided me with a receipt which I put into my purse without looking at. 
We received an " initial escrow analysis statement '', dated XXXX XXXX 2016 which showed our mortgage was going up to {$1100.00}, from {$830.00}. We then received a billing statement dated XXXX XXXX 2016 which indicated our mortgage was going up again to the amount of {$1500.00}, with no explanation as to why it was being increased a second time. Which was the impetus for our decision to pay off the loan immediately. 
We received a Mastercard statement, dated XXXX XXXX 2016. That is when we realized the payment was incorrectly made to the Mastercard and not to our mortgage. XXXX and I went into the XXXX branch on XXXX XXXX, 2016, and informed them of the mistake. We were told they could n't move the money without a " formal request '', which was made. They could not correct the error until that was completed. We left the bank with the belief that the monies were going to be correctly applied to the mortgage. 
On XXXX XXXX 2016 we went to the XXXX branch and spoke with XXXX, the bank manager. We asked for the payoff amount. She then called someone at the main KeyBank office and we were given the amount of {$33000.00}. We left the bank and drove over to XXXX, and asked to have a cashiers ' check printed for that amount, made out to KeyBank. With that check in hand we drove back to KeyBank, again sat with XXXX, and provided her with the check to pay off the loan. The three of us walked out to the teller and XXXX assisted the teller in paying off/completing the transaction. During that time, we were informed that the actual payoff amount was now {$33000.00}. XXXX then had the teller provide us with the difference, in the amount of {$27.00} On approximately XXXX/XXXX/2016 We received a notice in the mail indicating an outstanding principle balance of {$6600.00}. 
XXXX/XXXX/2016 XXXX and I went into the bank in XXXX and spoke with XXXX. She indicated she did not know why we had an outstanding principle balance. Later that day she called XXXX and she stated the account monies were misdirected and landed in the escrow account and only {$28000.00} had been applied to the payoff, which she indicated a new request would have to be filed in order to resolve that. 
XXXX/XXXX/16 I called customer service @ XXXX ET and spoke with XXXX . He pulled up the account, put me on hold and transferred me to XXXX. XXXX stated they received the {$33000.00} on XXXX/XXXX/16. It 's paid and we owe nothing. However the account is still open and has a balance of {$6600.00} on the principle. He instructed us to go to the branch where we paid off the loan. ( That would be the XXXX branch ). 
On XXXX/XXXX/16 I went into the XXXX branch @ XXXX and spoke with XXXX . He pulled up the account and stated he must touch base with XXXX and they would look into it and get it fixed. He states this will take a few days. XXXX will be back tomorrow, XXXX/XXXX/16. He stated something was processed incorrectly. He will dig into it and he will sit with XXXX tomorrow. He will shoot for the end of the week and provide us an update. 
XXXX/XXXX/16 I received a call from XXXX. He stated XXXX has everything in process. He states we wo n't pay more than what was required. It wo n't turn around in a day and he ca n't discuss any more with me because I am not on the loan. They will only convey additional information to XXXX. 
**We have additional information which would not copy due to size limitations. **

Company response to consumer: Closed with monetary relief