Consumer complaint received 2021-04-20
Company: WELLS FARGO & COMPANY
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
On XX/XX/XXXX I received an unsolicited mailer in regard to re-financing my primary residence. The advertised XXXX XXXX  fixed rate was very attractive so instead of contacting the mailer vendor, I contacted my current mortgage holder, Wells Fargo Mortgage. I have been a mortgagee customer at Wells Fargo for the past XXXX XXXXs. My XXXX XXXX XXXX was above XXXX and I was " considering refinancing '' in an attempt to save a few XXXX dollars per month. I looked on my monthly statement and called the wells fargo  XXXX number, within seconds I received a call and spoke to a " wells fargo XXXX XXXX, XXXX XXXX out of XXXX XXXX XXXX XXXX. He asked me what I received in the mail and could I send it to him, I did. While on the phone, he said " he could match the XXXX XXXX fixed interest rate '' This is where the deception began. I answered his questions in regard to my income, my XXXX XXXX, my desire to reduce my monthly mortgage payment. Then he asked me if I would fill out an application. I clearly told XXXX I did not want my credit report pulled. I am familiar with how hard inquiries work and how they can affect a credit score. On a recorded line, XXXX clearly told me the application was going to come directly to his desk, upon receiving it he would review it and call me back before moving forward. When I emailed XXXX the application, I followed up within minutes with an email stating that I stopped the application because Wells was asking for too many documents at that time and in that email I stated XXXX XXXX ) XXXX times " do not pull my credit ''. Within XXXX minutes of this fiasco, I received a notification that my credit had been pulled by Wells Fargo. I was furious. I emailed XXXX and he claimed he was at lunch and began back pedaling about the credit report .I filed a complaint with the XXXX XXXX XXXX including an appeal. As noted I have worked my entire life to maintain an excellent XXXX XXXX, this fiasco that began XXXX XXXX  ago has impacted my score by XXXX points. I've talked via phone with Wells Fargo complaint department ( first with a gentleman named XXXX and later a woman, XXXX XXXX. They both indicated hard inquiries can be reversed. Keep in mind I have been with Wells Fargo Mortgage and never have I've been late with a payment, not even one day late. The XXXX XXXX XXXX although helpful was not able to help me achieve this reversal, they recommended your agency. 
Something so simple as a credit inquiry reversal for a XXXX XXXX XXXX man who lost his spouse to XXXX XXXX on XX/XX/XXXX after XXXX XXXX of marriage has fallen on deaf ears. Please help me so these re finance deceptive sales practices can end. If at the beginning on XX/XX/XXXX, XXXX would have said a hard credit inquiry was necessary to move forward, I would NOT have consented to the application, but he didn't and he lied to fill his pipeline with another application. Thank you, XXXX XXXX

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