Consumer complaint received 2021-03-03
Company: Rocket Mortgage, LLC
State: MA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XXXX XXXX, XXXX I was running a search engine for mortgage calculator. I entered my information, nothing social security related. This was on the Quickens Loans Website. I received a phone within 10-15 seconds. I am only going to assume this is a marketing strategy, as fast I received that phone call. A " lead '' per say. 

A representative by the Name of " XXXX XXXX ( XXXX ) XXXX x XXXX '' called me. I explained just really browsing not immediate interest, wanted to know where current interest rates were. She said let me check and gave her my info, then she asked for last four of social security number. I gave it to her and my immediate response was, I do not want my credit bureau ran. She said it was already generating. I did not cause a scene, as my boss was in my office. I truly felt as if it is a predatory process to pull a credit bureau before asking a consumer if it was ok to so. Which I later spoke with my fianc about that night. 

When I cam in the next day, I had written a letter to Quicken Loans to explain how I felt about there process and demanded the call be investigated and the inquiries be removed. 

Below is the letter I wrote. 

XXXX - After speaking with the fianc last night, I feel very uncomfortable with the practice of pulling my credit bureau as explained yesterday. When I clearly said I did not want to pull it, until I speak with my finance. 

You already had it underway before I even gave a " ok '' to do so. I know because I got 3 emails on my monitoring services prior to us ending the call. This really left me feeling uncomfortable. The more I thought about this during the course of the day, the more uncomfortable I felt. I know my credit position and the fraud that I have dealt with 4-5 years ago. I am currently working with an attorney to get these items removed and prosecute my cousin ( XXXX XXXX - where it can be confirmed via XXXX ) who did it. He is currently in a New Hampshire XXXX  and then is being forwarded to a federal XXXX for other charges non related to the fraud he committed on me and his mother. 

All this being said, I am requesting that you all get the deregulatory remark removed from my credit bureaus. If you all record the call, as I did, I clearly said I did not want a pull a credit bureau. I am not a confrontational type of individual. Trying to get these marks cleared up from my credit bureaus has been a process. This is the reason i did not want anything being pulled. Plus the " little '' hit on my credit all adds up in the end. As I listened to our call, you quoted 1-5 points. This is not something that you should be quoting. As each individual is scored differently, based on credit practices, age of debt, how many inquires pulled, etc. Then prior to closing on a mortgage we would have to pull another credit bureau. Which in reality, would not put me in a good position right now, because I am well aware of my credit position due to the unfortunate circumstances that happened to me years ago. 

If these credit bureau inquires are not removed, I am going to contact the CFPB, XXXX, and the local attorney generals office for unfair practices. 

Please do not contact me again via telephone. I am giving quicken loans 7 days to supply me with a letter stating that inquires will be removed my credit bureaus immediately. 


Regards ... .. 

I wrote this on XXXX XXXX, XXXX and then they passed it through several people before getting a lady by the name of XXXX. I may be pronouncing the name incorrectly. She had called me and stated that she would be investigating the call and call me back on Tuesday XX/XX/XXXX. 

Tuesday XX/XX/XXXX came and XXXX whose number is XXXX called and stated that she did not find any fault in the call. I asked if it is normal process to run a credit inquiry before asking consumers to do so and not notifying them? She said she notified me 6 minutes into the call. I got upset and used profanity several times and told her that she advised it 3 minutes after she took the information. That is a predatory practice and is a horrible way to do business. I spiked the call, because I did not agree with this predatory and forceful way to do business. They should have some policy in place to make sure the consumer knows what there intentions are while on the phone.

Company response to consumer: Closed with explanation