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

On the Morning of XX/XX/2021 I received a call from a XXXX XXXX who claimed to be with XXXX XXXX and wanted to discuss my account. He advised me the market had changed and he just wanted to compare some numbers side by side to see if it was anything he could do to possibly get me a lower interest rate or help me to pay my loan of quicker. He already seemed to have all of my financial and personal data as he was talking to me and just asked me to verify the last four of my social security number and asked if our ( my wife and myself ) income still the same. 
As the conversation went on I started to get the feeling he was going further than just trying to compare numbers for me and felt he was trying to gain access to my credit profile. I asked XXXX XXXX was he trying to pull a hard credit inquiry on me and he said " no '' then he placed me on hold. While I was on hold I received an alert on my cell phone through a credit monitoring service that a place called XXXX XXXX and just pulled a hard credit inquiry on me. 
When XXXX XXXX returned on the line I asked why he had pulled a hard credit inquiry on me and that I had never authorized him to access my credit. He then began to become argumentative with me saying I had given him permission even though I had not. 
I later found out, not only did XXXX XXXX access my credit report, he also accessed my wife 's credit report when she wasn't even present or part of the conversation. 
I called XXXX XXXX  to file a complaint the XXXX XXXX was being deceptive and dishonest and had accessed my credit report without permission. I was referred to a Senior Account Manager by the name of XXXX XXXX XXXX? ) who advised me he would look into it. 
The next day my wife had an email sent to her from XXXX XXXX bypassing me and trying to bait her into contacting him. She sent an email back advising he she was not interested in a mortgage and that we had just literally refinanced our home and asked him who authorized him to pull her credit report. He simply replied and told her she could call their 800 number. 
On Monday XX/XX/2021 we both get an email from XXXX XXXX  advising that our payoff statement was ready. That's when we discovered XXXX XXXX had opened an application for a 10 year refinance in the amount of approximately {$150000.00} in our name and without our consent. 
I again called XXXX XXXX on XX/XX/2021 and was told the XXXX would be giving me a call back. XXXX did return my call a few minutes later and I advised him this issue had escalated and now an application for credit had been opened in our name. I was told the he would freeze or stop the account so no further activity would take place. He also assured me he was still working on my case and would be getting back to me. 
On XX/XX/2021 XXXX calls back advising me that he had completed his investigation and that the credit application had been closed out and was no longer there, but he would not be removing the hard inquiry from our credit reports. I asked why that was and he stated he had audio from the call and there was mention of a " hard '' credit inquiry made. I told him I was the one who mentioned that and that it was not to run one when I realized that's what XXXX XXXX was attempting to do. I told him if there where recordings of the phone calls that I wanted to be furnished with that recording because if they have anything different those recordings had been tampered with and made to cover up their fraudulent activity. I was again refused to have access to what he claimed he had. 
I am seeking to have the hard credit inquiry removed from my and my wife 's credit report since it was obtained under false pretenses and I would like to make a complaint against the company for fraudulent, deceptive, and predatory practices.