Making Consumer Loan or Line of Credit Payments at Key

Common Questions Related to Making Payments

I have misplaced or have not received my monthly statement. Do I still need to make a payment?

Yes, you must still make your payment. If you want to, you can view and print copies of your monthly statement in KeyBank online banking.

You can pay your bill through online or mobile banking, phone, by mail or at a nearby branch, without having your statement with you.

To confirm the monthly payment amount, call customer service at 1-800-KEY2YOU (or TTY/TTD 1-800-539-8336 for our hearing impaired clients).

If you would like to make your payment by mail, write your account number on your check and mail your payment to:

KEYBANK
PO BOX 94920
CLEVELAND, OH 44101-4920

When are my payments due?

Please refer to your monthly statement to confirm your payment date, or call KeyBank customer service at 1-800-KEY2YOU.

May I make my payment with a credit card?

No. Your monthly payment must be drafted from a checking or savings account.

Will you accept less than the total amount due?

In certain situations we will accept a partial payment. The payment will be applied to your account with accrued interest first and any outstanding fees. And you will be past due until we’ve received enough funds to satisfy your regular payment.

If you are having difficulty making your payments, visit our Borrower Assistance page. We may have a program available to assist you.

If I make an additional principal payment to my loan, how will the funds be applied to my loan or line of credit?

Once your regular payment has been satisfied, any additional funds left over will be applied to your account as a “Principal Only” payment. Note, we can only process the principal payment if your current month’s payment has been received, your loan is not delinquent and you have no outstanding fees.

If my payment is due and I have a grace period, when would a late charge be assessed?

Late charges and grace periods vary in accordance with your loan or line of credit contract. If your payment is not received before the grace period ends, a late charge will be assessed at the end of business on your last grace period day.

I need help making my loan payments. Who can I contact for assistance?

Hardships can come in many forms. Unemployment, decrease of income, divorce, injury or illness – these are all considered hardships. If you are experiencing a hardship that is making it difficult for you to pay your bills, there may be help.

If you are having difficulty making your payments, visit our Borrower Assistance page. We may have a program available to assist you.

My loan is currently set up for ACH service, what happens if my payment is returned due to insufficient funds?

If we are unable to process the ACH payment after two attempts, we will send a letter to notify you that your payment has not been received. You will need to use a different payment method (e.g., make your payment at a local branch or pay by phone) to make up this payment. If you’ve received a letter that your ACH has been canceled, you will need to complete and submit a new ACH Form with the new information.

I would like to change or cancel my ACH Service. How do I do that?

You may want to adjust the amount of your payment, use a different account or make another change to your ACH payment service. To do so, complete and submit a new ACH Form with the new information.

To cancel your ACH payment service, call 1-800-KEY2YOU or write us at 4910 Tiedeman Rd., OH-01-LS-ACHS, Brooklyn, OH 44144. It usually takes three business days to process your request and when you cancel by phone, an ACH cancellation letter will be mailed to you on the date the service is canceled.

How do I obtain payoff information for my KeyBank Loan or Line of Credit account?

For more information regarding payoff, call KeyBank customer service at 1-800-KEY2YOU.