KeyBank
Ranked #53 of 75 by complaint volume · 1,028 complaints · 99.4% timely response
I haven't yet checked KeyBank's phone numbers against its own website, so I don't list them here. The number printed on your mortgage statement is the one to use.
How KeyBank Compares
For KeyBank, "Trouble during payment process" accounts for 34.2% of CFPB mortgage complaints in this profile; volume rose 4% from 2024 to 2025, ranking it #53 of 75 mortgage servicers tracked here by CFPB complaint volume and in this tracked set's lower third; this profile has no linked CFPB enforcement action.
Compare the nearest profiles by complaint volume: NYCB / Flagstar Financial and USAA.
What Borrowers Complain About
KeyBank borrowers' most common complaint category is "Trouble during payment process" at 34.2% of all complaints, followed by "Loan servicing, payments, escrow account" at 16.6%. The three most cited specific problems are: "trying to communicate with the company to fix an issue while managing or servicing your loan" (3%), "escrow, taxes, or insurance" (2.3%), "payment process" (1.9%).
The third most common category is "Loan modification,collection,foreclosure" at 11.2%, representing 115 complaints.
Other frequently cited problems include "paying off the loan" (1.4%) and "trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure" (1.2%).
Complaint volume varied (2022: 76, 2023: 48, 2024: 46, 2025: 48).
Most complaints involve conventional mortgages (31.7%), followed by Home equity loan or line of credit (HELOC) (22.3%).
Complaints are geographically concentrated: New York (269), Ohio (148), and Washington (94) account for 50% of all complaints.
Complaint Volume Over Time
Annual Consumer Financial Protection Bureau complaint volume for KeyBank from 2012 to present.
Annual Complaints — KeyBank
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Recent Monthly Trend
Monthly complaint volume over the last 24 months.
Monthly Complaints — KeyBank
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Top Complaint Issues
| Issue | Count | Share |
|---|---|---|
| Trouble during payment process | 352 | 34.2% |
| Loan servicing, payments, escrow account | 171 | 16.6% |
| Loan modification,collection,foreclosure | 115 | 11.2% |
| Struggling to pay mortgage | 112 | 10.9% |
| Applying for a mortgage or refinancing an existing mortgage | 102 | 9.9% |
| Closing on a mortgage | 67 | 6.5% |
| Application, originator, mortgage broker | 47 | 4.6% |
| Settlement process and costs | 18 | 1.8% |
| Incorrect information on your report | 17 | 1.7% |
| Credit decision / Underwriting | 16 | 1.6% |
How KeyBank Responds
KeyBank closes 79% of complaints with an explanation — meaning they responded but did not necessarily fix the borrower's issue. The share of complaints closed with monetary relief was 12.5% to the borrower, which is notably above average. 5.5% received non-monetary relief such as account corrections or fee waivers.
| Response Type | Count | Share |
|---|---|---|
| Closed with explanation | 812 | 79% |
| Closed with monetary relief Monetary relief | 128 | 12.5% |
| Closed with non-monetary relief Non-monetary relief | 57 | 5.5% |
| Closed without relief | 12 | 1.2% |
| Closed with relief | 7 | 0.7% |
| In progress | 7 | 0.7% |
| Closed | 4 | 0.4% |
| Untimely response | 1 | 0.1% |
Top States by Complaint Volume
View all 41 locations
| State | Complaints |
|---|---|
| NY | 269 |
| OH | 148 |
| WA | 94 |
| CT | 78 |
| PA | 65 |
| CO | 48 |
| OR | 40 |
| CA | 38 |
| UT | 24 |
| FL | 24 |
| ME | 21 |
| IN | 19 |
| ID | 17 |
| MA | 17 |
| MI | 15 |
| IL | 12 |
| NJ | 10 |
| VT | 10 |
| TX | 10 |
| AK | 7 |
| NH | 7 |
| NC | 5 |
| GA | 5 |
| MN | 4 |
| NV | 4 |
| MO | 3 |
| AZ | 3 |
| VA | 3 |
| KY | 2 |
| SC | 2 |
| DE | 2 |
| TN | 2 |
| KS | 2 |
| WY | 1 |
| MD | 1 |
| OK | 1 |
| RI | 1 |
| IA | 1 |
| DC | 1 |
| LA | 1 |
| MS | 1 |
KeyBank's complaints concentrate in New York (269), Ohio (148), and Washington (94). These three states account for 50% of all complaints. If you're dealing with KeyBank, check your state's foreclosure laws — protections vary significantly. Law pages for its top complaint states: New York, Ohio and Washington.
Enforcement Record
We don't list a CFPB enforcement action against KeyBank. Our list is curated, so that isn't a finding that none exists; the CFPB's enforcement page is the full record. The database includes 1,028 complaints since 2012, one of the smaller complaint footprints among the top 75 servicers.
You can file a CFPB complaint about KeyBank, which responded to 99.4% of complaints within the required timeframe.
Legal History
We list no enforcement actions, Department of Justice settlements, state attorney general actions or class actions for KeyBank. That describes the cases we track, not a finding that none exist. Court dockets and your state attorney general's office are the places to check.
Search KeyBank Complaints
Browse the 500 most recent complaints filed against KeyBank. Filter by issue type, state, date range, or keyword. Try filtering by "Trouble during payment process" — it represents 34.2% of all complaints. Most complaints originate from New York.
Know Your Rights with KeyBank
File a CFPB Complaint
If KeyBank is mishandling your mortgage, file a complaint with the CFPB. KeyBank currently responds to 99.4% of complaints on time, ranking #31 of 75 servicers.
Send a Qualified Written Request
A qualified written request asks about servicing your mortgage account. The federal servicing guide explains which requests are covered, where they go, and the response requirements and exceptions.
Get Free Housing Counseling
A HUD-approved housing counselor can review KeyBank's actions on your account, help you negotiate, and guide loss mitigation options — at no cost. If you're in New York (their highest complaint state), find local help.
Find Legal Aid
If KeyBank is violating federal servicing rules, a legal aid attorney may represent you for free. A complaint record describes reported problems, rather than a finding about your account.
Letters about your mortgage account
A qualified written request asks about servicing your loan. A notice of error identifies a servicing error. Federal rules have different requirements and exceptions for these letters; the guide to your rights explains them.
Disclaimer: Complaint counts reflect consumer-reported issues submitted to the CFPB and do not indicate wrongdoing. This data is provided for informational purposes only and should not be construed as legal or financial advice. Complaint volume correlates with servicer size — larger servicers with more customers naturally receive more complaints.
Questions about KeyBank
How many complaints does KeyBank have?
KeyBank has 1,028 mortgage-related complaints in the CFPB database since 2012, ranking #53 out of the top 75 mortgage servicers by complaint volume. Their timely response rate is 99.4%, which is above the 98.8% average across the 75 largest servicers. Complaint volume was roughly stable between 2024 and 2025.
What is the most common complaint about KeyBank?
The most common complaint category is "Trouble during payment process" at 34.2% of all complaints — payment processing problems — misapplied payments, escrow calculation errors, and billing disputes. Borrowers report payments credited late or to the wrong account, escrow shortages they weren't notified about, and unexplained fee charges. The most frequently cited specific problem is "trying to communicate with the company to fix an issue while managing or servicing your loan" (3% of complaints). The second most common category is "Loan servicing, payments, escrow account" at 16.6%.
Has KeyBank faced any CFPB enforcement actions?
We don't list a CFPB enforcement action against KeyBank. Our list is curated, so that isn't a finding that none exists; the CFPB enforcement page is the full record. The database includes 1,028 complaints, ranking #53 by volume among the 75 largest servicers. You can file one at consumerfinance.gov/complaint; the CFPB sends it to the company, where the company can respond through the CFPB process.
How do I file a complaint against KeyBank?
File at consumerfinance.gov/complaint. Select "Mortgage" as the product type and name KeyBank as the company. Select "Conventional home mortgage" as the sub-product — 31.7% of complaints against KeyBank fall in this category. Describe your issue in detail — include dates, account numbers, and any written correspondence. The CFPB forwards your complaint to KeyBank, where the company can respond through the CFPB process. You can also send a Qualified Written Request (QWR) under RESPA § 6 directly to the servicer, which has requirements and exceptions explained in the linked guide.
What does the timely response rate mean for KeyBank?
The 99.4% timely response rate means KeyBank responded to that share of complaints within the CFPB's applicable response window, ranking #31 of 75 servicers. The industry average is 98.8%. The share of complaints closed with monetary relief was 12.5% and 5.5% in non-monetary relief (such as account corrections or fee waivers). "Closed with explanation" — the most common outcome at 79% — means the servicer responded but did not necessarily resolve the borrower's issue.