Product: Credit reporting, credit repair services, or other personal consumer reports

Hello, I have written the letter below and mailed to the Disputes department at Elan Financial Services.  I have tried to resolve this matter with them over the phone, but they insisted the only path was sending physical mail to their disputes department. I have concern that because I can not speak with them, and there is no formal guidance on the matter of customers impacted by COVID-19, that they will not handle my dispute properly. I am therefore opening this CFPB complaint concurrently with my mailing my dispute to Elan Financial Services in the hopes that the matter will be handled appropriately given my circumstances. 

Letter to Elan Dispute Department : Date : XX/XX/2020 Concerning Account Number : XXXX XXXX XXXX XXXX Dear Elan, I am writing to dispute the credit bureau reporting on my credit card account XXXX XXXX XXXX XXXX. I opened this card account a few years ago with my ex-partner, XXXX XXXX, and applied jointly with him in order to help build his credit. Although I am noted on the card as a liable account owner, the card was solely used by my ex-partner, so he therefore managed the payments on the card. 

During the COVID-19 pandemic, he allowed the card to go delinquent. I became sick with COVID-19 and was hospitalized for several weeks while the card was in its delinquent status. I have attached a note from the doctor that cared for me during my stay. Because I was hospitalized, XXXX acted without my knowledge and chose to settle the account in the month of XX/XX/2020 for less than the full balance due. This resulted in a charge-off status appearing on my credit bureau for the unpaid portion of the balance. 

Prior to the pandemic, I had an XXXX+ credit score, and it has now dropped to around XXXX. I have less than 10 % credit utilization on about {$25000.00} in open credit line. I have never missed credit card or mortgage payment until this pandemic while I was hospitalized. I unfortunately found out about the XXXX card settlement as I was preparing to apply for a mortgage to purchase a new home so I can put my daughter into a better school district. 

As I said, I do not use this card, but I understand that technically I am liable for the debt. I also understand that the credit card debt is settled in full, but I am still enclosing a check payment for the remaining balance. In return, I am asking that Elan consider the unique circumstances I have faced due to my XXXX XXXX and XXXX. I would like Elan to reverse the charge-off status and settlement status on the card account, so that my credit bureau does not show that this account charged off and settled. Im hoping that you will understand the situation, and clear this negative reporting that is now appearing on my credit bureau report. 

Although I hope Elan can resolve this for me, time is of the essence for me. I therefore will be filing a Dispute on the account with all three major credit bureaus. I will also be filing a complain with the CFPB to ensure that the response to this situation is appropriate given the unique circumstances of the COVID-19 pandemic. I am not sure that all financial institutions will handle their response to this pandemic the same, so to avoid confusion I want to notify the creditor, credit bureaus, and consumer financial protection bureau to ensure this situation is handled correctly. 
Thank you, and please contact me at XXXX with any questions. 

Best regards, XXXX XXXX