Mortgage Questions? We Can Help.

Get Prequalified

Prequalifying is easy. Get in touch with one of our loan officers who will help you get started.

Find a Loan Officer

No matter what stage of the process you are in, our mortgage loan officers will be with you every step of the way. Get started with an experienced loan officer near you.

Call Us

For purchase or refinance options, please call us at 1-888-KEY-0018
Dial 711 for TTY/TRS.

Mon-Fri: 8:00 a.m. - 8:00 p.m. ET
Saturdays: 9:00 a.m. - 3:00 p.m. ET

Existing Mortgage Clients

For questions about your mortgage loan, please call us at 1-800-422-2442
Dial 711 for TTY/TRS.

Mon-Fri: 8:30 a.m. - 8:00 p.m. ET

Visit Your Local Branch

Find your local KeyBank branch so we can talk through all your questions.

Make a Mortgage Payment

Key has several convenient payment methods you can use to make your payments as quickly and easily as possible. Learn more about how to make a mortgage payment.

Request Hardship Assistance

If you’re having trouble making payments on a KeyBank mortgage, home equity loan or home equity line of credit because of the coronavirus pandemic, you can request payment relief. Learn more about our borrower assistance programs.

Notice of Error or Information Requests

You have certain rights under Federal law related to resolving errors and requesting information about your mortgage loan. If you think KeyBank has made an error in servicing your loan, or if you would like to request information relating to the servicing of your loan, please notify us in writing of the alleged error or requested information. To do so, you must follow the steps described below:
 

1. Write your request on a piece of paper separate from your statement or bill, and include both of the following:
   • Customer name, mortgage loan account number and address
     
   • The error to be researched or the information being requested that relates to your mortgage loan
      
2. You must send your written request to:
   KeyBank National Association
   Attn: Client Services
   P.O. Box 5788
   OH-01-51-05DF
   Cleveland, OH 44101

Complaint or Inquiry Requests for NY Residents

You have certain rights under NY State law related to complaints and inquiries relative to your real estate account. If you would like to request information relating to the servicing of your account, or if you have a complaint to submit, please notify us in writing. To do so you must follow the steps described below:

1. Write your request and include:
   • Customer name, real estate account number, address
   • The nature of your complaint and/or the information being requested that relates to your real estate account
      
2. You must send your written request to:
   KeyBank National Association
   Attn: Client Resolution
   P.O. Box 5788
   OH-01-51-NYRE
   Cleveland, OH 44101

Or email your request to: NYRealestate_Complaints@keybank.com

Additional Information: KeyBank may also be contacted by calling toll-free 1-800-625-3256. Additionally, you may file complaints and obtain further information about the servicer by contacting the New York State Department of Financial Services Consumer Assistance Unit at 1-800-342-3736 or by visiting the Department's website at www.dfs.ny.gov.

Note: KeyBank is chartered as a National Association, supervised by the Office of the Comptroller of Currency (OCC), and is not required to be registered with the Superintendent.

The Secure and Fair Enforcement for Mortgage Licensing (SAFE) Act

The SAFE Act is designed to protect customers by giving you the ability to learn more about your mortgage loan originator (MLO). Search for any KeyBank MLO and review their background.