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.

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

To change an address, the primary mortgage holder can call 1-800-422-2442 or use the form on the back of the detachable stub that comes on your monthly mortgage bill.

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 mortgage customer service at 1-800-422-2442.

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

• KeyBank Mortgage Payment Processing
  P.O. Box 94588
  Cleveland, OH 44101-4588

Most of KeyBank’s mortgages are due on the 1st of the month, but please refer to your loan closing documentation, first payment letter or monthly statement to confirm your payment date, or call mortgage customer service at 1-800-422-2442.

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

In certain situations, we will accept a partial mortgage payment. However, it cannot be applied to your loan until we have received enough funds to satisfy a regular payment. To learn about your options, call mortgage customer service at 1-800-422-2442.

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

Once your regular payment has been satisfied, any additional funds left over will be applied to your mortgage 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.

Late charges and grace periods vary in accordance with the mortgage note. Most mortgage payments are due on the 1st of the month and have a 15-day grace period. If your payment is not received before the grace period ends, a late charge will be assessed at the end of business on the 16th day.

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.

If your mortgage payment is returned due to insufficient funds, we will send a letter to notify you that your payment has been returned. You will need to use a different payment method (like making your payment at a local branch or paying by phone) to make up this payment. Once your loan is current, the Auto-Pay will go back into effect on the next scheduled payment date.

You can easily change additional principal amount, use a different account or cancel your existing Auto-Pay in online and mobile banking. You will also receive an Auto-Pay confirmation email along with mailed letter on any updates performed on your account.

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.

1. Sign on to KeyBank online or mobile banking.
2. Select the mortgage account.
3. At the top of the screen, select "statements."
4. Change the "Enroll in Paperless Statements" toggle to on (green) and read and agree to the "online statement and document delivery authorization" disclosure.

Once you’re 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.

The best way to pay your loan off more quickly is to make additional principal payments in addition to your required minimum payments. This will save on interest and shorten the length of time required to pay off your loan in full. If your account is current and you satisfy the required minimum payment, any additional payment you send is applied to the principal balance on your loan. If you prefer, you can also use the transfer feature in online banking and select "Principal Only." As a reminder, principal-only payments do not satisfy your required payment for the cycle and your regular minimum payment is still due.

For more information regarding payoff, call mortgage customer service at 1-800-422-2442.

A paid-in-full letter is mailed 7 business days after the loan payoff is posted to the account. Additional documentation will be mailed in accordance with state guidelines.

A check will be issued within 20 business days of the date your loan is paid in full.

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.