What is an e-statement or paperless statement?

Electronic statements are available online for your convenience and the safety of your account information. There are no fees to receive your statements online. When you receive them electronically, you reduce the risk of identity theft, eliminate having to store them, and get immediate access to view, print or save statements/documents.

How do I sign up to receive my statement electronically (e-statements/paperless statements)?

Sign on to your Online Banking and select the account. At the top of the screen, select "statements" option. Change the "Enroll in Paperless Statements" toggle to on (green) and read and agree to the "online statement and document delivery authorization" disclosure. Once enrolled, your statements will no longer be mailed to you in paper form. You may change your preferences at any time by following the above steps and clicking the toggle button again.

How do I obtain payoff information for my KeyBank home equity account?

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

When will I receive the papers verifying my loan has been paid in full?

A paid-in-full letter is mailed 6 business days after the loan payoff is posted to the account. Additional documentation will be mailed in accordance with state guidelines.

If I am closing on my house, or have requested a payoff statement, do I still need to make my payment this month?

Yes. It is important that you continue to submit your monthly payment as you normally would. If your payment is submitted using our ACH program, notify us at least 3-5 days in advance of the next scheduled draft so your ACH can be canceled. Should the payment be deducted from your bank account after your loan is paid in full, we will return it to you within two weeks.

Make a Home Equity Payment

Keep your budget on track, knowing your home equity payments are made on time, every time. Key has several convenient payment methods you can use to make your payments as quickly and easily as possible.

If you’re having trouble making payments on a KeyBank home equity loan or home equity line of credit because of the coronavirus pandemic, you can ask for deferral. For information on other assistance options, please visit KeyBank’s Borrower Assistance page.

KeyBank Home Equity Payment Methods

Remember, your payment will be considered effective on the date it’s received, and payments made after the cutoff time will be effective the next day.

Online and Mobile Banking

Transfer funds, make a one-time payment or schedule a recurring payment in online banking or with the mobile app. It’s secure, convenient and easy to use. Plus, you’ll see the date by which your payment will be received, backed by our Bill Pay Guarantee.

Sign On Enroll Now

Pay by Phone

Our automated system and customer representatives are available 24/7. Payments made by 11:59 p.m. ET will be effective the same day. (For example, if you're in the Pacific time zone, payments made until 8:59 p.m. are effective the same day, and payments made after that are effective the next day.) It may take up to 5 days to see your payment reflected in your account.

KeyBank Customer Service
1-800-KEY2YOU® (539-2968)
For clients using a TDD/TTY device: 1-800-539-8336

Automatic Payments made by ACH

To schedule a recurring monthly payment from an account held at KeyBank or another U.S. bank or financial institution, complete and submit our ACH form. You select the date you want your payment withdrawn monthly, so you’ll know your payments are made on time. Remember, if that date happens to fall on a weekend or federal holiday, your payment will be processed the next business day.

ACH activation usually takes five business days after we receive your completed form, so continue to make your payments with another method until you receive written confirmation of your enrollment in ACH from KeyBank.

ACH Form

Pay in a Branch

Visit a branch to make your payment and it will be effective the same day. It may take up to 5 days to see your payment reflected in your account.

Branch Locator

Pay by Mail

To send your payment by check, include your payment stub and write your account number on your check’s memo line. To be sure your payment is received on time, allow 7-10 business days before your due date.

KeyBank
P.O. Box 94588
Cleveland, OH 44101-4588

Home Equity Payments

What should I do if I’m late on my payment?

If your account is not overdue beyond 60 days, please contact us at 1-866-325-9677. If your account is more than 60 days past due, please contact us at 1-866-325-9653.

What do I do if I missed my payment?

If you missed a payment, please contact us at 1-866-325-9677.

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

KeyBank
P.O. Box 94588
Cleveland, OH 44101-4588

When are my payments due?

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

May I make my payment with a credit card?

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

If I have a grace period, at what point is a late charge assessed?

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

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

Hardships can come in many forms. Unemployment, decrease of income, declining property value, 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 (automatic payments). What happens if my payment is returned due to insufficient funds?

If we are unable to process the ACH payment, 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., 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.

Electronic Statements

What is an e-statement or paperless statement?: Electronic statements are available online for your convenience and the safety of your account information. There are no fees to receive your statements online. When you receive them electronically, you reduce the risk of identity theft, eliminate having to store them, and get immediate access to view, print or save statements/documents.
How do I sign up to receive my statement electronically (e-statements/paperless statements)?: Sign on to your Online Banking and select the account. At the top of the screen, select "statements" option. Change the "Enroll in Paperless Statements" toggle to on (green) and read and agree to the "online statement and document delivery authorization" disclosure. Once enrolled, your statements will no longer be mailed to you in paper form. You may change your preferences at any time by following the above steps and clicking the toggle button again.

Payoff Information

How do I obtain payoff information for my KeyBank home equity account?: For more information regarding payoff, call customer service at 1-800-KEY2YOU.
When will I receive the papers verifying my loan has been paid in full?: A paid-in-full letter is mailed 6 business days after the loan payoff is posted to the account. Additional documentation will be mailed in accordance with state guidelines.
If I am closing on my house, or have requested a payoff statement, do I still need to make my payment this month?: Yes. It is important that you continue to submit your monthly payment as you normally would. If your payment is submitted using our ACH program, notify us at least 3-5 days in advance of the next scheduled draft so your ACH can be canceled. Should the payment be deducted from your bank account after your loan is paid in full, we will return it to you within two weeks.