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If you’re struggling to make your payments, let us know what’s happening. We’ll listen and talk you through your options. In fact, the sooner you ask for help, the more options you may have.1

What do you need help with?

Whether your hardship is related to coronavirus or not, unemployment, decrease of income, rising expenses, declining property value, divorce, injury or illness are all considered financial hardships. Eligibility for each assistance program will depend on your specific situation.

Mortgage and Home Equity Payment Assistance

If you’re experiencing difficulty paying your KeyBank mortgage, home equity loan, or home equity line of credit, we’re here to help. Depending on your situation, you may qualify for a repayment plan, reage, modification, forbearance, extension, short sale, or deed in lieu program. At KeyBank, we will review your situation and notify you of any assistance options for which you are qualified.

Contact us

1-866-947-2610
(TDD/TTY - 800-539-8336)
Monday – Friday
8 a.m. to 5 p.m. ET

COVID-19 Related Hardship Forbearance

If you’re experiencing difficulty making payments on your KeyBank home loan because of COVID-19, and you have not already requested a forbearance, you can apply for COVID-19 relief. If you need to request a payment deferral for more than one account or product type, you’ll need to make separate requests for each one.

COVID-19 Relief

Hardships Unrelated to COVID-19

To get started, give us a call. Depending on your situation, you may want to have your monthly income, household expenses and an explanation of your hardship, so we can better understand your situation and how we can help. If we’ve already talked and you’re ready to apply for assistance, complete and submit the Home Lending Borrower Assistance Form. Once we review your information, we’ll contact you to discuss your application.

Home Lending Borrower Assistance

Foreclosures and Evictions

As a result of COVID-19, KeyBank has temporarily stopped residential property foreclosures and evictions, unless certain criteria applies (for instance, vacant or abandoned properties). In compliance with all laws and regulations, KeyBank may resume residential property foreclosures or evictions without notice.

Additional Resources

  • The Department of Housing and Urban Development (HUD)
    Housing counseling agencies approved by HUD are available and can offer independent advice based on your objectives and circumstances, often at little or no cost. To contact a HUD-approved housing counseling agency in your area, visit HUD.gov or call 1-800-569-4287 (TTY: 1-800 877-8339).
  • For Washington State Homeowners
    You can speak with a counselor about your financial options. Call the Washington Homeownership Information Hotline at 1-877-894-HOME or visit Washington Homeownership Information.

Auto, Boat and RV Loan Payment Assistance

If you’re experiencing difficulty paying your KeyBank auto, boat or RV loan, we’re here to help. Depending on your situation, you may be eligible for an extension, long-term hardship plan or a short sale. At KeyBank, we will evaluate all your options and offer you the program that’s the best fit for your needs.

Contact us

1-866-425-3449
(TDD/TTY - 800-539-8336)
Monday – Friday
8 a.m. to 5 p.m. ET

To get started, give us a call. Make sure to have your monthly income, household expenses and an explanation of your hardship, so we can better understand your situation and how we can help. If we’ve already talked and you’re ready to apply for assistance, complete and submit the Short Sale Borrower Assistance Form. Once we have reviewed your information, we’ll contact you to discuss your application.

Short Sale Borrower Assistance

Credit Card and Lines of Credit Payment Assistance

If you’re experiencing difficulty paying your KeyBank credit card or personal line of credit, we may be able to offer you assistance. Depending on your situation, you may be eligible for a reage or long-term hardship plan. At KeyBank, we’ll evaluate all your options and offer you the program that’s the best fit for your needs.

Contact us

1-866-425-3449
(TDD/TTY - 800-539-8336)
Monday – Friday
8 a.m. to 5 p.m. ET

To get started, give us a call. Make sure to have your monthly income, household expenses and an explanation of your hardship, so we can better understand your situation and how we can help.

Personal Loan Payment Assistance

We may be able to offer assistance if you are having trouble paying your KeyBank personal loan. Depending on your situation, you may be eligible for an extension or long-term hardship plan. At KeyBank, we’ll evaluate all your options and offer you the program that’s the best fit for your needs.

Contact us

1-866-425-3449
(TDD/TTY - 800-539-8336)
Monday – Friday
8 a.m. to 5 p.m. ET

To get started, give us a call. Make sure to have your monthly income, household expenses and an explanation of your hardship, so we can better understand your situation and recommend the best solution.

Student Loan Payment Assistance

If you’re experiencing difficulty making payments on your KeyBank student loan because of the coronavirus or other hardship, we can help. Please contact us to discuss your options. You may be eligible for a forbearance or extension to get you back on track.

To be considered for forbearance or an extension, you must be able to show that you have the ability to make future payments. So we can better understand your situation and how we can help, make sure to have your monthly income, household expenses and an explanation of your hardship.

Contact us

1-800-836-2552
(TDD/TTY - 800-539-8336)
Monday – Friday
8 a.m. to 5 p.m. ET

Frequently Asked Questions

Who do I contact for financial assistance with my account?

For more information and help with your accounts, you can always contact us Monday - Friday from 8 a.m. to 5 p.m. ET.

Home loan: 1-866-947-2610
Student loan: 1-800-836-2552
All other loans: 1-877-888-0478
TDD/TTY - 800-539-8336

I was asked to send in additional documentation for my payment assistance program. Where should I send them?

You may email, mail or fax your documents to us.

Fax: 1-216-370-5819

Mail: KeyBank
Mail code: OH-01-51-4002
4910 Tiedeman Rd.
Brooklyn, OH 44144

What types of financial hardship assistance do you offer?

Depending on the details of your situation, and the type of KeyBank loan or account you have, we may be able to offer you a repayment plan, reage, modification, forbearance, extension, short sale, deed in lieu or long-term hardship plan.

What is forbearance?

A forbearance may be available for mortgages, home equity loans, and home equity lines of credit. A forbearance is when the lender agrees to temporarily suspend or reduce a number of your loan payments to allow time to get your finances back on track in order to pay off the past-due amounts. The suspended payments are not forgiven and need to be repaid at the end of the forbearance period. If you cannot make the full suspended payment owed and also resume your regular payment, KeyBank will re-evaluate your circumstances for additional relief and find an option to assist.

What’s a repayment plan?

A repayment plan may be available for mortgages, home equity loans and home equity lines of credit. If you are behind on your payments, you may qualify for a repayment plan that allows you to make your regularly scheduled loan payments, plus pay off a portion of the past-due amounts over time.

What is an extension?

If you are experiencing a temporary financial hardship, you may be eligible for an extension. An extension may be available for home loans, personal loans, auto, boat, or RV loans, and student loans. An extension is where the lender agrees to suspend a number of your loan payments for a period of time and add those payments to the back end of your loan – extending the length of your loan term. To be considered for an extension, you must be able to show that you have the ability to make future payments.

What’s a reage?

A reage program may be available for home equity lines of credit, credit cards, or personal lines of credit. When specific conditions are met on a delinquent account, we "reage" the account and return it to a current status without immediately collecting the total amount due. The account will no longer be considered delinquent. If you are currently past due on your payments, and are able to make your regular payments going forward, this option may be right for you.

What’s a loan modification?

A loan modification may be available for home loans if you are facing long-term financial hardship. If you are unable to afford your current monthly minimum payment, but could pay a reduced amount each month, a loan modification may be right for you.

What is a short sale?

A short sale may be available for home loans or boat loans. If you want to sell your house or boat, but it’s worth less than the amount remaining on the loan balance, a short sale may allow you to sell for less than the balance owed. You may be responsible for paying the difference between what the bank received in the short sale and what you owed.

What is a deed in lieu?

A deed in lieu may be available for home loans. If you are not able to sell your house, you can choose to voluntarily transfer the ownership of your property to the owner of your mortgage in exchange for a release from your mortgage loan and payments. Options are available to help you leave the home immediately. You may be responsible for paying the difference between what the bank received in the eventual sale of the property and what you owed.

What is a long-term hardship?

A long-term hardship plan may be available for auto or RV loans, credit cards, personal loans, or personal lines of credit. If you are unable to afford your current monthly minimum payment or are currently past due on your payments, but could pay a reduced amount each month, a long-term hardship plan may be right for you.

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Call Us

1-800-KEY2YOU® (539-2968)

Clients using a TDD/TTY device:
1-800-539-8336

Clients using a relay service:
1-866-821-9126

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