Consumer complaint received 2020-05-13
Company: U.S. BANCORP
State: FL
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:
Hello, my name is XXXX XXXX and the reason I am sending out this letter is to correct an error that I see on my Credit Reports. The Creditor ELAN FINANCIAL SVCS Credit Card Number : XXXX is reporting a false missed payment on my reports. 

On XX/XX/2020 I noticed there was incorrect information on my credit reports. The reports state that I have missed payments from ELAN FINANCIAL SVCS. I logged into my Elan Financial credit account and I started to investigate all the activity from every transactions that was made. I noticed suspicious activity that happened to be fraud charges on my account. At XXXX I called the fraud department and I spoke to an agent named XXXX and I explained to him the situation and we looked over the fraud activities together. He agreed that the activity looked suspicious and that it was fraud. 
Agent XXXX told me not to worry and that I would not be held accountable for any of the fraudulent transactions. XXXX began to file a dispute and stated that he was going to provide me with a provisional credit and that the investigation time frame was going to be around 30 days. 

On XX/XX/2020 I received a letter Dated XX/XX/2020 from ELAN FINANCIAL SVCS. The letter was from the fraud prevention team and it stated that they have concluded their investigation and that the provisional credit that was issued to my account for the fraud transactions is now final and that the claim was approved and that everything on my account is now back to normal. The letter said that if I have any questions concerning the account to contact them at XXXX. 

On XX/XX/2020 at XXXX I called ELAN FINANCIAL SVCS in concern with the missed payments that are still on my credit report and are affecting my excellent credit history. I asked to speak to a supervisor or credit analyst and was transferred about 3 times until I ended talking with agent named XXXX and she could not help me, she said that for any questions that I have to write and send a letter to the dispute department. 

I do not understand why if there were fraudulent charges on my account and ELAN FINANCIAL SVCS already concluded their investigation and resolved the issue and my account is back to normal, why does nobody at their bank want to help me or transfer me to a department that can help me. 

This is unacceptable and very unprofessional from the behalf of ELAN FINANCIAL SVCS. 

I am XXXX  months pregnant and I also suffer from XXXX and XXXX XXXX, I work a full time job and I am a mother of a XXXX year old child and I also provide care for my nephew and niece it is really hard for me to deal with these problems, especially now during the COVD-19 crisis and everything that has been happening in this year 2020. 

I am in the middle of buying a house and the late payment error on my credit reports from ELAN FINANCIAL SVCS is affecting my chances of getting approved. 

This whole process has been affecting my XXXX XXXX  and I am concerned for my health. Please remove false information from my credit reports. 

My attorney and I will file a lawsuit for defamation of character if this issue is not resolved. 

I have attached all the evidence of the situation.

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 non-monetary relief