Servicer guide · Verified September 30, 2026
Behind on a mortgage serviced by KeyBank? Here is the number to call, what to say, what to send, and the New Jersey protections that apply no matter who services your loan.
You may also see: Key Bank · Key
Published for mortgage assistance
866-947-2610Read on key.com on September 30, 2026. Servicers merge and renumber, so the number on your own statement always wins.
The online assistance form requires signing in to KeyBank online banking.
KeyBank's own assistance page names these options. Which ones you qualify for depends on who owns the loan (Fannie Mae, Freddie Mac, FHA, VA, USDA or a private investor), your income and how far behind you are.
Forbearance
Payments are paused or reduced for a set period. The skipped amount does not disappear; at the end it is handled through a repayment plan, a deferral or a modification.
Repayment plan
You pay the regular payment plus part of the past-due amount each month until you are caught up. Works when the hardship is over and income is back.
Loan modification
A permanent change to the loan, such as a longer term, a lower rate, or rolling the past-due amount into the balance, to reach a payment you can afford.
Payment deferral
Missed payments are moved to a separate balance that is due when the loan is paid off, the home is sold or the loan is refinanced.
Short sale
Selling the home for less than the amount owed, with the servicer’s approval. It ends the foreclosure without an auction.
Deed in lieu of foreclosure
Signing the home over to the loan owner to end the foreclosure. Usually considered after a short sale has been tried.
Have these in front of you. Ten minutes of prep makes the call shorter and the file stronger.
“I’m behind (or about to fall behind) on my mortgage because of [the hardship]. I’d like to apply for mortgage assistance. Please tell me every document you need for a complete application and the deadline to send it, and give me a reference number for this call.”
Then ask:
Write down the date, the name of the person you spoke with and the reference number, every time. That log is what you use if anything goes wrong later.
Send everything in one package, keep copies, and get proof it arrived (an upload confirmation, fax receipt or certified mail). Our free letter builder writes the hardship letter and the written requests servicers must answer.
Federal rules (all servicers). A complete application received more than 37 days before a scheduled sale must be evaluated for every option within 30 days, and while it is under review the servicer generally cannot move for a foreclosure judgment or order of sale, or hold the sale. If it arrives 90 days or more before a sale, you can appeal a modification denial. You are also entitled to a single point of contact.
New Jersey rules. A Notice of Intention to Foreclose must come at least 30 days before any complaint is filed. Once served, you have 35 days to answer. Eligible owner-occupants can use the court's free foreclosure mediation program, and you can generally cure the default up to final judgment. KeyBank cannot shorten any of this.
Scam check
866-947-2610 (Mon-Thu 8am-7pm ET; Fri 8am-5pm ET). KeyBank publishes this number for mortgage assistance. We read it on key.com on September 30, 2026. The number printed on your own statement always wins.
Yes. KeyBank's own site describes an online way to request assistance. The online assistance form requires signing in to KeyBank online banking.
Federal servicing rules generally protect you once a complete application is in. If KeyBank receives a complete application more than 37 days before a scheduled sheriff sale, it must evaluate you for every option within 30 days and generally cannot move for a foreclosure judgment or order of sale, or hold the sale, while the review and any appeal are pending. "Complete" is the key word, so send everything at once and keep proof. A licensed New Jersey attorney can confirm how this applies to your case.
No. Applying for assistance is free, and upfront fees for foreclosure rescue services are generally illegal under federal and New Jersey law. A HUD-approved housing counselor (800-569-4287) will help you prepare and send the application at no cost.
Next steps
Not sure which option fits before you call? The free 2-minute assessment tells you which of the seven options still work at your stage.
See My Options, FreeNJ Foreclosure Guide is not affiliated with KeyBank and is not paid by any servicer. This page is educational information, not legal advice; a licensed New Jersey attorney can confirm what applies to your case.
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