CFPB Complaint

KEYCORP – CFPB Complaint ID 3046880

Consumer Complaint Submission

Date Received: 2018-10-15T00:00:00.000

Product: Private student loan

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I have made payments to the bank ( KeyBank ) servicer XXXX XXXX XXXX ( XXXX ) and they are failing to properly credit my account ie. applying payments to federal loans only and not applying to my private loans. As a result they are incorrectly charging penalties, interest and ultimately reporting false information regarding late payments to the credit bureaus resulting in an unjustified low credit score when since XX/XX/2018 I have made multiple payments to them.

I have my bank statements and the email confirmations from their systems regarding payments. I want them to review all of the payments made in XX/XX/2018 to determine where my money is going and to find out if they are properly crediting my account. They also need to remove the late payments and interest for all payments from XX/XX/2018 toXX/XX/2018.

Further, I have mentioned to them that I am now unemployed as of XX/XX/2018and as of this writing they have failed to immediately provide me with proper documents ( why must they mail blank forms in 10 days vs. email?! ) in order to assist me with the restructuring of repayment of my private loans so that there is no default/further interest rate charges. They were able to assist with Federal loan deferment over the phone! They cause unnecessary delays when they can fax or email blank forms to me directly … its ridiculous. Further, the right hand is not talking to the left. The bank contracts with its servicer to collect payments from me, yet they can not speak to them directly to find out if payments have been made or credited. I have to be subjected to unnecessary harassment by the collections department when my documentation clearly shows I am making multiple payments … requiring me on a conference call is a clear delay tactic as they should be able to talk directly to the company they hire to collect funds from me.

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Company: KEYCORP

State/Zip: NY 113XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3046880

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