Consumer complaint received 2019-11-16
Company: U.S. BANCORP
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On or about XXXX, an unknown person contact Elan Financial via their website and requested an address change. When notified of the change, I contacted Elan Financial and confirmed the address request was fraud and requested my original address be re-instated. They said that the did. I continued to receive statements at my correct address. 

Elan Financial reported the fraudulent address to XXXX. I contact XXXX   and request to dispute the address. XXXX told me that Elan had to notify them that they sent the fraudulent address and that it was fraudulent. Elan informed me that I must make this request in writing, which I did. Roughly 1 month later, I received a form letter stating that Elan did not send the fraudulent address to XXXX and encouraged me to send information backing up my claim. 

Note : there is no doubt that Elan sent the address. They are the only company that has ever had the fraudulent address listed for me. The XXXX   credit report identifies them as the company that sent it. 

I sent by mail my request to Elan to inform XXXX that the fraudulent address was fraudulent and request its removal. I included the relevant portions of the XXXX credit report indicating that Elan provided the fraudulent address. Roughly 30 days later I got the exact same letter a previously, saying Elan did not send the fraudulent address to XXXX. Note that this is again a form letter that does not engage in a discussion about how the came to such a ridiculous conclusion nor did it explain why they were ignoring the evidence I provided. 

I then contact Elan Financial by phone. I eventually got to a person who said they would help and that I should expect written confirmation within a month. No such written confirmation came and the fraudulent address remained on my credit report. 

Some time later, I contacted them again in an attempt to get this resolved. This time they only said there was nothing they could do, were condescending, and eventually starting lying to get me off the phone. 

During this process, I also contact XXXX who eventually explained why they could not remove the fraudulent address. It is because Elan is still reporting the fraudulent address to them. 

At this point, I started leaning on my contacts at Fidelity Investments who co-brands the credit card. They were able to eventually reach people at Elan who professed to be able to help. I was instructed to send the same request in writing to Elan as previously. I did so and got the same form letter back. A day later, I got another letter from the office of the president that said they were no longer reporting the fraudulent address to XXXX. Another call the XXXX   confirmed that Elan was still reporting the fraudulent address. A few more useless calls and we are up to today. My XXXX credit report still has the fraudulent address, Elan still denies any responsibility and despite being my credit card company refuses to address the situation in a meaningful way.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation