Consumer complaint received 2018-05-21
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MI
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:
XX/XX/XXXX at approximately XXXX I called XXXX to obtain new cellular phone service. XXXX XXXX ( sales rep ) asked me several questions. When she asked me for my social security number I paused. I asked if she was running my credit because if she was then I would call back later after speaking with my mortgage broker. I told XXXX that I was currently in the home buying process and inquires would delay the process. XXXX assured me THREE times that the inquiry would just be a soft pull. When she asked me if I gave her permission to check my credit, I said " Yes, only if it is a soft pull ''. She assured me again that it was just a soft pull. Once she pulled my credit report I got notifications from multiple credit monitoring services telling me a new inquiry was added to my TransUnion report. I immediately told XXXX what was happening. I told her, " I thought you said this would be a soft pull?! '' She told me to hold and I could hear people in the background correcting her. 

I spoke to her supervisor, XXXX XXXX ( Sales Manager ) -he told me there was nothing they could do about it. They are required to pull credit to offer service. Even after telling him I did not authorize XXXX XXXX to pull my credit under their terms he still said there was nothing he could do. I asked to be transferred to their credit department. I was connected with someone named XXXX ( supervisor in credit department ). XXXX understood the problem. She told me to give it some time maybe it didn't report as a hard pull. She said she would call me back Monday ( XX/XX/XXXX at XXXX ) to follow up. It is not XXXX and I have yet to receive a return phone call. 

I called XXXX 's coroporate office and spoke with XXXX. XXXX told me in order to resolve the issue I would have to write a letter and mail it to them ( postal mail ) and wait for a response. I asked to speak to his supervisor ( XXXX ) who said the same thing. The only way to reach an executive at XXXX is to hand write them a letter and hope that they respond. He also directed me to call Transunion to initiate a fraud report since my credit was pulled without my authorization. I explained that I was in the process of purchasing a home. Fraud reports would delay the process even more than XXXX already has done. 

I am very disappointed in the way new customers are treated at XXXX. All I wanted to do was start 5 new lines of service. It has been nothing but a nightmare dealing with employees at XXXX. The customer service is a huge disappointment. 

I would like the inquiry to be removed immediately as I did not authorize XXXX to pull my credit report. All coversations with XXXX are recorded. They have copies of me specifically telling XXXX XXXX not to pull my credit unless it is a soft pull. After speaking with several people in supervisory roles it is clear that good customer service is not on their list of priorities. They all acknowledged that the employee should not have pulled my credit but refused to offer an resolution to the matter.

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