Consumer complaint received 2021-01-27
Company: KEYCORP
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Complaint : Key Bank issued a credit card in my name and did not send statements, emails or any other correspondence regarding the account. This triggered late payments and destroyed my FICO score. 
Problem : I filed a dispute with the credit card company but it was rejected. 
Company : Key Bank Companies involved : Key Bank, MasterCard What happened : In XX/XX/XXXX, my wife and I purchased a house to fix up and rent  out. To make accounting easier, she handed me a credit card that was recently sent from Key Bank to use for all expenses related to the future rental  property. I used it a little but then one day it was declined. I talked to my wife and she checked all our accounts to make sure everything was up to date. She found everything was current so but she called the XXXX  XXXX XXXX  to verify. She was told that everything was current. That meant the POS  system where we were shopping was declining the credit request. 
A couple weeks later, I tried to use that card again and it was declined.My wife then called Key Bank and asked about out accounts and the Key Bank representative said that all our accounts were current and it should not be a problem. Some time later I had another opportunity to use the card and once again it was declined. My wife called again and she was assured all our accounts were current. 
After another decline, my wife and I go on the phone with the card in-hand to get to the bottom of the problem. After much searching the Key Bank representative found an account in my name that had been opened in XXXX and had not been active. 
It is important to note that I never received a letter or notice in the mail, a statement, an email or any other documentation. We do not have delinquent accounts and do not do business that way. Once we were able to find the account, it was immediately paid off but by that time Key Bank reported it as delinquent and it hit my credit score. I went from the XXXX  range down to the XXXX  FICO score. 
There were charges from XX/XX/XXXX through XX/XX/XXXX with no problem. On XX/XX/XXXX, a late fee was added for {$29.00}. It seems that there were 3 late payment fees added to the account for a total of {$100.00} and interest charges of {$23.00}. The account numbers ends in XXXX and is called Key2More Rewards MasterCard. 
I went to the local branch and I was told that I would have to file a request with the credit card company and that there was nothing they could do to help me. I put in a request to have it removed but that request was rejected. 
I also learned that during the XXXX timeframe, Key Bank was accused of creating accounts without the customers permission but I find it hard to believe that the people I worked with over the years would do that. 
I am asking that this matter be fixed and that the delinquency be removed from my record. 
I have been a customer of Key Bank for a long time and I hope that you are able to help me resolve this issue in a timely manner.

Company response to consumer: Closed with explanation