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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 having trouble making payments on 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.

To get started, call us at the number below. If you would like to request a call from us and have access to online banking, complete and submit the online Request Assistance form, which will prompt you to sign on to your account. If you don’t have access to online banking, enroll today. Depending on your situation, you may want to have your monthly income, household expenses and an explanation of your hardship ready so that we can better understand your situation and how we can help.

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 Assistance

If you’re having trouble making payments on your KeyBank home loan because of COVID-19, assistance may be available.

Request Assistance

Hardships Unrelated to COVID-19

If you’re experiencing financial hardship and need assistance with your home loan, assistance may be available.

Request Assistance

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 options.

Home Lending Borrower Assistance Form

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 goals 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 my documents?

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

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

Fax: 1-216-370-5819

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, you may qualify for a repayment plan, reage, modification, forbearance, extension, short sale, deed in lieu or long-term hardship plan.

What types of financial hardship assistance do you offer for COVID-19?

For clients experiencing hardship directly or indirectly related to COVID-19, KeyBank offers three-month short-term COVID-19 forbearance plans for mortgages, home equity loans and home equity lines of credit. During the three-month forbearance period, the following happens:

  • Regular payments are temporarily paused.
  • Interest will continue to accrue.
  • Fees are not assessed.
  • We will not pursue foreclosure.
  • At the end of the three-month forbearance period, all paused payments are due at once. If you cannot make the paused payments at once and resume your regular payment, KeyBank will re-evaluate your circumstances for any additional relief that you may qualify for.
What should I expect during a three-month short-term COVID-19 forbearance?
  • Your regular payment amount may change according to the terms of your note, mortgage, or agreement. For example, payment amount changes can result from an escrow analysis or an adjustable rate mortgage.
  • Your payments will show as past due on your statements, and you may also receive required notices about any past-due payments, including those paused during the forbearance period.
  • Entering into forbearance does not mean that your home loan will be considered current, and does not change its terms or conditions, or waive any rights KeyBank has under your mortgage or home equity agreement.
  • If you are current at the time you receive a forbearance, we will not report your home loan as delinquent to the credit reporting agencies as a result of your forbearance.
  • If your home loan has an escrow account, it will be maintained. Any impact to your escrow account after the forbearance period is dependent upon the post-forbearance path of your loan.
  • If your home loan does not have an escrow account, you must continue to pay your taxes and homeowner’s insurance.
  • You may make payments on your home loan, and you are able to end the forbearance at any time.
  • If you are currently set up for KeyBank to automatically withdraw payments on your home loan, your automated payments will be cancelled as soon as possible once your forbearance is processed. Cancelling payments may take a few days to go into effect. So, if you are approved for forbearance and have an automatic payment coming up, you can cancel your payment by calling us at 1-866-947-2610. (Please note that once you resume regular payments and resolve your forbearance automated payments will not restart automatically. If you want to restart your automatic payments after your forbearance, please contact us at 1-866-947-2610 to set them up.)
  • If your payments are made automatically through a third-party bill arrangement ( e.g., payments are sent from another bank to KeyBank), you will need to work with that third party to cancel or pause the automatic payments during your forbearance.
What should I do when my forbearance ends?

Forbearance is a three-month period intended to help you through this crisis. It’s important to know that once the three-month forbearance period ends, you will need to pay all the paused payments back at once as well as resume your regular payment. We recognize that this may be a financial burden. To help, we will talk with you before your forbearance period ends about your circumstances and the options which may be available.

  • We will contact you near the end of your forbearance period to evaluate your financial situation and see if you are able to make the payments. If you miss the call, make sure to contact us before the last day of your forbearance period.
  • Based on our conversation, we may be able to offer you continued forbearance, an alternative repayment plan, payment deferral or loan modification, depending on your loan type and financial situation.
  • Failure to make your payments or enter into an alternative option may cause loan delinquency.
What is forbearance?

A forbearance may be available for mortgages, home equity loans, and home equity lines of credit. A forbearance is an agreement to temporarily pause or reduce the number of your loan or account payments to allow time to get your finances back on track in order to pay off the past-due amounts.

What happens when forbearance ends?

The paused payments are not forgiven and need to be repaid at the end of the forbearance. If you cannot make the full paused payments owed and resume your regular payment, please contact us at 1-866-947-2610, so we can review your circumstances and see if you qualify for additional assistance.

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 temporary financial hardship, you may be eligible for an extension. An extension may be available for mortgages, home equity loans, personal loans, auto, boat, or RV loans, and student loans. An extension is an agreement to pause 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. As a result, 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, you may be eligible for this option.

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 minimum payment but could pay a reduced amount each month, you may be eligible for a loan modification.

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. However, 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 in exchange for a release from your home loan and payments. You may be responsible for paying the difference between what the bank receives when it sells 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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